Supporting Our Team Through New Phone Line Opening Hours
We believe that looking after our customers starts with looking after our people.
From 8th September 2026, our telephone support line will be available between 10:00am and 12:00pm and 1:00pm and 4:00pm, Monday to Friday.
While this is a relatively small operational change, it reflects our ongoing commitment to employee wellbeing, work life balance, and creating a working environment where our team can thrive.
Why we're making this change
The way customer service works today is very different from even a few years ago.
Alongside telephone enquiries, our team manages emails, order processing, returns, supplier communications, product information, customer follow ups, and a wide range of operational tasks. Constant interruptions throughout the day can make it difficult to focus on these responsibilities and can create unnecessary pressure.
By introducing dedicated telephone hours, our team will have uninterrupted time at the beginning and end of the day to complete important tasks, respond to customers more effectively, and manage their workload without the constant disruption of incoming calls.
This focused working time helps improve productivity, reduces stress, and enables employees to complete tasks more efficiently rather than continually switching between priorities.
Supporting employee wellbeing and family life
Employee wellbeing is about more than reducing workload. It is also about providing flexibility and helping people achieve a healthier balance between their work and personal commitments.
Many working parents face the challenge of managing school runs, childcare arrangements, and other family responsibilities around the traditional working day. The new telephone hours provide greater flexibility for our team to accommodate these commitments while still delivering excellent service to our customers.
By reducing the pressure of being tied to the telephone throughout the entire day, employees have more freedom to structure their work effectively, attend to family needs when required, and return to work focused and productive.
We recognise that people perform at their best when work fits alongside life, rather than competing with it.
Better service through better working practices
Although this change has been made with employee wellbeing in mind, we believe customers will benefit too.
When our team has dedicated periods of focused working time, they can process enquiries more thoroughly, resolve issues more efficiently, and respond to emails and customer requests with greater attention to detail.
Rather than constantly reacting to interruptions, our colleagues can devote time to completing customer cases properly, resulting in faster resolutions and a better overall experience.
Customers will still be able to contact us by email at any time, and our phone lines will remain open during the core hours when the vast majority of customer calls are received.
Looking ahead
Creating a positive and supportive workplace is an ongoing commitment. We are continually looking for ways to improve the wellbeing of our team while maintaining the high standards of service our customers expect.
We believe this change strikes the right balance, providing greater flexibility for employees, supporting family commitments, reducing workplace stress, and enabling our team to deliver the best possible service.
Thank you for your continued support and understanding.
New Telephone Support Hours
Effective from 8th September 2026
Monday to Friday
- 10:00am to 12:00pm
- 1:00pm to 4:00pm
We look forward to continuing to provide the friendly, knowledgeable service that our customers value while supporting the wellbeing of the people who make that possible every day.