• Home
  • Covid-19 Customer Update

Covid-19 – Important Customer Update

The challenges businesses have faced over the last few months have been unprecedented. Now as we begin to ease out of lockdown, we are presented with a new set of challenges as buildings and offices prepare to re-open. By communicating our approach clearly, we hope we can help you and your clients understand how we can help.

First and foremost, Metro is a life safety business and the threat of Covid-19 means that we have had to adapt our approach significantly - but in a considered manner. We have and will continue to provide the services which are required to keep your buildings safe by adapting our scope to meet all NHS and government guidance. In line with this guidance we have stood down those staff that are in the field and in the 'at risk' categories. We look forward to them re-joining as soon as it is safe to do so.

Operational management

Our office has now reopened and we are making a phased return for some of our staff on a strict rota basis. However we are running on a cloud-based helpdesk with most of our service teams still working from the home for the majority of time. Full support and lines of communication remain open, but phone calls in particular can be affected by mobile network instability.  Please email if there is a phone issue.

In the field

Our field capability remains very good, but mobilising new services is challenging, as are some remote sites because of team members that have stood down.  We will communicate issues on your own buildings directly to you.  Please see our Covid-19 specific RAMs for further detail on how we have adapted our scopes.

Weekly visits

We will continue to visit all properties where we are providing weekly services unless have been asked to stand down.  If we cannot gain access, we will take a photo of the front door demonstrating it is secure, and if we can see the panel, check to see if it is displaying any faults.

Fire evacuation drills and training

The LFB have issued some excellent guidance on how best to manage risks and prioritise works on buildings that are re-opening. For more information please see COVID-19 Returning to Work - LFB Guidance.

In response Metro are now beginning to deliver fire evacuation drills and training. We have adapted the scope to incorporate the LFB guidance and also to ensure a socially distanced responsible service. For more information see Fire Evacuation Drills During Covid-19

Details of individual training exercises will be communicated in the normal manner - If you do have any concerns or properties you wish us to prioritise please get in touch.

Water safety services

Our water risk assessment team is now operating. If you need particularly urgent advice (perhaps because you have had a property closed down) please do get in touch to allow us to schedule accordingly.

Many buildings have been closed/partially closed during the Covid-19 lockdown. Reduced water usage within these premises may present increased legionella risk. Information regarding the safe management of water systems during the Covid-19 outbreak can be downloaded here.

Asbestos Services

Our asbestos services are now available however there may be some lead in time constraints.

Assistance with re-opening premises

Our Building Services division has been helping a number of clients with a diverse range of requirements to get their properties safely open for a different scope of occupation. If you would like to discuss how we may be able to assist you, please either call Jonathan on  07900 305481 or send an enquiry


Whilst PPM’s have continued as normal for most sites, many organisations are taking advantage of empty or partially occupied sites to undertake works that are potentially disruptive. For more information please get in touch.

We are also able to offer maintenance services on some properties where our customers may have had an in-house capability, or where they may have a supplier who is not able to continue providing these services.  Please speak to your account manager for more information

Other services

Our other services including; fire risk assessments and emergency callouts have been maintained where feasible and safe to do so. This is judged on a case by case basis and discussed with you if there is a potential issue.


We will continue to provide regular updates regarding our working practices and how we intend to support our customers due to developments with the Covid-19 crisis. Please contact us if you have any questions.

Please be thoughtful and stay safe. 

Ian Simcott

Managing Director – Metro Safety

Get in Touch

Metro Safety
3rd Floor
8 Boundary Row
London SE1 8HP
0845 058 9999

Sign up