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Customer Charter

PINEWOODS CUSTOMER CHARTER - Updated 19th July 2021

WHAT WE ARE DOING TO LOOK AFTER YOU AND YOUR FAMILY

• We will operate the park in a COVID-19 secure way.

• We will take all necessary steps to minimise the risk of infection

• We will ensure our team works safely; with careful social distancing, increased ventilation and increased hygiene at contact points

• We will install clear signage to help our customers know what is expected.

• Our team will regularly wash their hands and use hand sanitiser when they are working on the park before and after touching surfaces.

• We will continue to adhere to all government guidance.

• We will be here for you and if you prefer to avoid face to face contact we can respond to you via telephone on 01328 710439. Our security team will be available when the reception is closed on 07941 019782. If the lines are busy, owners can also use owner@pinewoods.co.uk to contact our team.

• We will work efficiently to respond promptly to any concerns or questions you have.

• Our team has received comprehensive training on the new measures we have put in place to keep us all safe.

• We will look for every opportunity to make you feel safe and cared for.

WHAT WE ASK YOU TO DO TO KEEP OTHER CUSTOMERS AND OUR TEAM SAFE

• We ask that you do not travel to the park if you, or anyone in your household, has COVID-19 symptoms

• If you develop symptoms while you are on the park, please telephone reception on the security telephone number 07941 019782 or email owner@pinewoods.co.uk

• Wearing face coverings in internal shared facilities such as park reception or shop is your personal choice.

• If you are required to self-isolate because you or someone in your household develops symptoms or you are contacted by NHS Test and Trace while you are staying here, please self-isolate at home.

• Please wash your hands regularly and use hand sanitiser where provided.

• Please be aware of the impact we have on our local community and be sensitive and thoughtful to our neighbours.

THANK YOU FOR HELPING US KEEP THE PARK SAFE AND A RELAXING PLACE TO ENJOY.