Twells of Billinghay’s response to the Covid-19 outbreak (Amended 01/06/2020)

Good afternoon everyone can I please ask that you read the following statement to the end to avoid any confusion with regards to the phased re opening of the business.

(Sorry it’s quite long but we wanted to be thorough)

First of all we would like to thank all our loyal customers and staff for bearing with us during these challenging and troubling times. After much consideration and in line with government guidelines we have taken the decision to re open the Service, Warranty and Parts departments with immediate effect albeit in a far reduced capacity to normal. The Sales Department is also open now open as of the 1st June but we would please ask customers not to just turn up unannounced we are trying our best to keep everyone safe and will be operating by appointment only at first.

We are on skeleton staff so please bear with us as we all get used to the “new normal” and get the Social Distancing and Health and Safety protocols in place. The rest of our fantastic workforce will be integrated back into the business as we move forward and hopefully put this terrible virus behind us.

Can I please ask that initial contact is carried out by E Mail only to

If you have the capacity to do so. With there being only a handful of staff in it will not be possible for us to handle a large volume of phone calls and we will work our way through the e mails and contact you back as quickly as we can.

Please do not turn up at the garage if you do not have an appointment and if you do have a booking with us can I ask that you turn up punctually at your designated time slot.

There will be a limit at first as to what work we can carry out and we will be prioritising break downs and servicing/maintenance work over squeaks and rattles so if you do not think then issue you have is serious and effecting the performance of your vehicle please give us a couple of weeks before getting in contact to allow us to find our feet again and clear the backlog of work we have built up. Key workers from all areas of our community will take priority so we can keep them on the road and thank them for keeping the country going.

When you book your vehicle in you will be taken through the new protocols we have in place to keep yourselves and our staff safe. We have provisions in place to make the whole process as contactless as possible.

We will still be running a reduced fleet of courtesy cars but our preferred method will be for you to drop your car off with us and be collected by another member of your household where possible, this is due to the extra measures involved in sanitizing the cars both before and after collection. If a courtesy car is essential there may be a small cost added to the bill to cover the extra labour and cleaning costs that we will incur to ensure the vehicle is safe for you to use. Collection and delivery is not available at this time and we are not allowing anyone to wait in the showroom for work to be completed. Payment for any work carried out will be requested before you collect your vehicle and once again we would prefer this by a contactless method either Bank Transfer or Debit.Credit card over the phone. If either of these methods is not possible for you please speak tio us so we can arrange an alternative method (as with all retail outlets we would prefer not to be handling cash).

Vauxhall have launched a fantastic suite of New Car Offers such as 0% Finance on PCP or Hire Purchase with an initial 3 month payment holiday and Job Loss payment waiver for the first year. Please get in contact for more information.

We fully understand that a lot of these measures are going to be different from what you are used to when dealing with us and we would like nothing more than being able to welcome you back into the building for a coffee and a chat as normal but these are measures we have had to put in place to protect all parties and I am confident all our customers will appreciate this and work with us during these unprecedented times. The situation is evolving all the time and we will keep you updated as and when things change.

Most importantly stay safe and take the advice of the late great Bruce Forsyth


All the Directors and staff wish everyone all the best and we look forward to seeing you all soon.