AN UPDATE FROM OUR DIRECTORS

Twells of Billinghay’s response to the Covid-19 outbreak (Amended 30/12/2020)


As we move into Tier 4 on the 31st December I wanted to give all our customers an update on how we at Twells will be approaching the new restrictions. Firstly I would like to make it clear that as per the guidelines from the Government we are allowed to continue to stay open and serve the wider community and we feel we have the protocols in place this time to continue to trade in a safe way for both our staff and customers.

The Service and Parts department will remain open for Maintenance / Warranty Work and MOT's. When you book your vehicle in we will talk you through the protocols we have in place and if you have visited us since the first lockdown these will be familiar to you. Bookings for Key Workers vehicles will be prioritised during this time. One of the main differences is the gates at the front will be closed so you will be asked to park in front of the workshop get out your vehicle and wait for a member of staff to greet you outside we will only be letting one customer inside the service department at a time so please can we ask you to be punctual and stick to your allocated time slot. Waiting onsite for your work to be completed will not be allowed as the Showroom and Waiting area have to be closed. The safest and easiest way will be for you to drop your car off and be collected by a member of your family wherever possible. Collection and Deliveries will still be possible under certain circumstances and our large fleet of courtesy cars will also still be available. Cars will be sanitised before and after we work on them and we will continue to offer a service wash where possible but with all the extra restrictions and pressures we are under this may not be possible in all cases. The Service Department opening hours will remain unchanged at this time but please keep your eye on the website for any changes going forward.

The Sales Department will be open for Click and Collect only, the transactions will have to be completed fully online or over the phone (The Showroom will remain closed and you will not be able to come on site to view either the New or Used Vehicle's and Test Drives will not be permitted). For New Cars both our own and Vauxhall's website offer a huge range of information about all the models and virtual vehicle demonstrations are available on the Vauxhall Website. We have the facility to send video's of our used vehicles where requested and the website will be updated with a comprehensive suite of images for all our cars (we are a little behind with these at the moment but will be caught up by the 5th). The Sales Team will be reduced to just one member of staff each day so we would prefer enquiries via e mail in the first instance and these will be dealt with in a timely manner. New opening hours for the Sales Department will be Monday - Friday 8.30am to 5.30pm and the Sales Department will be closed on weekends.

Sorry for the long post but I wanted to try and cover all the bases off and if you have any questions please do not hesitate to contact us.

Due to the extra workload this is putting on all our staff E Mail is the preferred method.

For Sales Questions please use sales@twells.co.uk

or for Service and Parts please use service@twells.co.uk

We wish all our customers the best through these difficult times and will do our best to continue to serve you in a safe and responsible way.