Please read this COVID-19 update - We realise more than ever that protecting your workforce is paramount. We want you to know that we’re taking extra precautions to safeguard our employees and customers as we continue to navigate these uncertain times. Click here to view our FAQs for more information about the Coronavirus outbreak (COVID-19).
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  • Information regarding COVID-19

    This page provides answers to Frequently Asked Questions to help you navigate the challenges the virus poses to keeping your workforce safely hydrated.

    Service Related Questions

    • Q: Will Waterlogic remain open?

      A: In order to continue to ensure our customers, especially those critical key worker sites, receive ongoing service and supply, we have implemented a core team across all of our Service Centres nationwide. In line with the Government recommendations, we want to keep non-essential travel to a minimum, meaning scheduled routes will be reduced. Over the coming weeks our operational priority will be to complete any urgent repairs, installations and water deliveries. Our Customer Service Team are currently operating as normal (remotely) should you have any urgent requirements, wish to place any orders for bottled water or consumables, require any additional machines or have any queries relating to your account. We are still available to answer calls however due to the above measures and high call volumes please be sure to make use of our Web Chat option on https://www.waterlogic.com/en-gb/. To ensure a continuous supply of water and consumables please contact us via web chat, email on consumables@waterlogic.co.uk or phone to confirm your orders and we will provide these as and when you need it. We will waive any delivery charges for the foreseeable future. Please rest assured we are monitoring this ever-changing situation closely and will keep you up to date on any further developments which may interrupt your hydration supply.
    • Q: Can I still order a Water Dispenser?

      A: We are working tirelessly to make sure our products are available when our customers need them. We are managing our supply chain to ensure that our customers remain unaffected by the situation and we will continue to closely monitor events and react accordingly.
    • Q: Will I experience a change in service?

      A: As an essential provider, our ambition is to make products available when customers need them; including delivery, installation and servicing, carried out in-line with government safety guidelines. We are monitoring the situation constantly and will update our services accordingly. Our contact centre is open 9-5 pm and working from home, so please allow for possible disruption to our phone service. You can contact us via our live chat or email to customerservices@waterlogic.co.uk if you prefer.
    • Q: Will a Waterlogic engineer still carry out on-premises maintenance for our dispensers?

      A: We continue to follow government advice and measures. Over the coming weeks our operational priority will be to complete any urgent repairs, installations and water deliveries. We are taking every measure to keep employees and customers healthy and safe. We have instructed technicians to follow the below process:
      • Check there has been no confirmed COVID-19 case on-site to date
      • Avoid physical contact during every visit, with no handshaking or sharing of items (including pens or tools) and always stay at least 1m away from customers
      • Wear latex gloves throughout the duration of site visit
      • Use provided sanitisation equipment to disinfect the dispenser on every visit
      • If a technician experiences any symptom, they have been instructed to self-isolate at home for 14 days and contact their healthcare provider.
    • Q: How are Waterlogic helping to prevent the spread of Coronavirus?

      A: Waterlogic follows strict hygiene standards and stringent food handling measures across both our factories and warehouses. We have always worked to the highest health and safety protocols and will augment these practices so that our employees and customers always remain safe. We have implemented the following policies:
      • Employees in Waterlogic Offices are working from home where possible
      • Company-wide policy — with frequent reminders — to wash hands for at least 20 seconds with soap and water; especially before eating, after using the bathroom, and after coughing, sneezing or blowing one’s nose
      • Non-essential travel is now barred
      • Enforcing social distancing as much as possible, with a focus on our service centres

    Product Related Questions

    • Q: How can Waterlogic guarantee that shipping dispensers from one location to another does not transfer the Coronavirus into my workplace?

      A: According to the World Health Organization (WHO), it is not certain how long the virus that causes COVID-19 survives on surfaces. Studies suggest that coronaviruses may persist on surfaces for a few hours or up to several days. This may vary under different conditions (e.g. type of surface, temperature or humidity of the environment). Although we maintain safe and hygienic practices throughout our supply chain, we cannot guarantee that our dispensers are free from contamination during shipping. However, we can offer peace of mind that every dispenser is sanitised thoroughly before use by customers.
    • Q: Does the Firewall® technology used in Waterlogic machines kill the Coronavirus?

      A: Our patented Firewall® technology purifies water throughout the length of the dispensing faucet: a feature no other mains-fed dispenser offers. This technology prevents viruses, bacteria and microbial cysts from contaminating drinking water and causing illness. Firewall® is proven to eliminate up to 99.9999% of viruses. However, it has not been tested against the Coronavirus.
    • Q: Does the antimicrobial BioCote® surface protection protect users from the Coronavirus?

      A: BioCote® built-in antimicrobial protection restricts the growth of bacteria and mould around the dispensing area and filter, reducing the potential for cross-contamination and keeping the dispenser fresher and cleaner for longer. Although proven to reduce microbes by 99.5% within 2 hours, BioCote® is not tested or certified to eliminate coronavirus. We advise regular dispenser cleaning and sanitising with disinfectant spray or wipes, a strong focus on hand hygiene for all users, as well as following up-to-date guidance from government bodies and health authorities.
    • Q: Can people catch the Coronavirus from any surface?

      A: According to the World Health Organization, the virus spreads from person-to-person via small droplets from the nose or mouth. These droplets spread when a person with COVID-19 coughs or exhales. The droplets can land on objects and surfaces, which a person may then touch, resulting in the possible transmission of COVID-19 if that person then touches their eyes, nose or mouth. To learn more about coronavirus (COVID-19), see the World Health Organisation guidelines
    • Q: What is the best way to clean my Waterlogic machine?

      A: We advise regular dispenser cleaning and sanitising with disinfectant spray or wipes, a strong focus on hand hygiene for all users, as well as following up-to-date guidance from government bodies and health authorities. Focus on the dispensing area, paddles, handles and buttons.

    Have any other questions?

    We’ll keep in touch as best we can if things change and post updates here. If you have any other questions about how our services may be impacted by the COIVD-19 outbreak please contact us directly using the details below and we'll to our best to help.

    Email: customerservices@waterlogic.co.uk
    Phone Number: 03330 606 738

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