We know a number of questions are being raised in response to the Covid-19 outbreak so we have put together a list of FAQs to help answer some of your concerns.
As a community retailer we are committed to providing a service for our islanders and will continue operating stores and delivering essential emergency food and products to those most in need.
Please read the essential emergency deliveries FAQs for the answers to any questions you may have surrounding that service.
If you have any further questions we have not answered below, then please email us at firstname.lastname@example.org
What measures are you putting in place for social distancing?
To help reduce the spread of Covid-19 and to ensure we are following the government’s advice and guidelines, we have put measures in place for social distancing. We are reducing the number of customers in our stores and, at times, we will be forced to introduce a one in, one out policy. We will be closing some shopping aisles for short periods throughout the day to enable our colleagues to replenish stock. We have increased our messaging in stores with advice on social distancing and our larger stores now have floor signs, reminding customers to stand 2 meters apart, and protective screens to keep our customers and colleagues safe.
We are advising all our customers to use card payments instead of cash wherever possible and to shop alone where you can and avoid shopping as a family. Our priority continues to be our members, customers and our colleagues in store and we ask that you please be patient at this time. These measures are put in place for your safety and we are doing all we can to protect all those concerned in an ever evolving situation.
Are you now letting more than one family member shop at one time?
In line with the Jersey Government's new guidelines, we are now letting couples and families shop together in our stores. Please remain mindful of other customers and keep a safe distance away. We will still be managing queues outside our stores and restricting customers, so the stores do not get overcrowded.
How often are you cleaning the till surfaces, self-surface tills and trolleys?
Keeping our customers safe is a priority and all our till colleagues have wipes and hand sanitiser at their workspaces. Colleagues are wiping down their tills after every transaction and using hand sanitiser between customers. As I am sure you are aware our stores are extremely busy at this time and our colleagues are doing as much as they can to keep the store clean. Our trolleys are being wiped down on a regular basis and our colleagues are cleaning all surfaces down throughout the day. Please help our colleagues by making sure your hands are washed before coming in to our stores and you touch as little as possible whilst doing your shop.
Will you provide hand sanitiser for customers to use?
All our stores have hand sanitiser at the entrance and customers are advised to use this when they enter our store. Please ask a colleague if you cannot find it.
Are you going to cover any baked goods and loose food in your stores?
Following advice from the Environmental Health department we have taken the decision to make sure all our baked breads and pastries are wrapped. There will be no loose baked goods in our stores until further notice. We are not yet resulting to wrapping any loose vegetables, fruit or salad as these are all items that customers wash before eating at home. Please be mindful of other customers and only pick up the items of produce you wish to purchase.
Will you be opening the store during dedicated times for the elderly and vulnerable?
Following advice from the government in both Jersey and Guernsey, they have both advised that those who are 65 years and older or have underlying health issues should stay at home, avoid public transport, work from home and keep a distance of one metre from any person who isn’t in their household. In line with this advice we will not be opening our stores to those islanders at risk of catching coronavirus during certain times. We are supporting those islanders self-isolating, or in need, with no other friends or family who can buy food for them with essential emergency deliveries.
Are you having a dedicated hour for healthcare workers to shop?
We are making a change to our Grand Marché St Helier and Grand Marché St Martin's store opening times so we can support our healthcare workers who have gone above and beyond to keep us safe during this time. We want to help them by having a dedicated hour during the week where they can buy the food and essentials they need.
Only healthcare workers will now be able to shop in those two stores between 7am and 8am on Tuesday and Thursdays. They must bring ID with them and show this to the colleague at the front of the store.
We ask that all other customers please bear with us and do not come to the store before 8am on these days.
What are you doing to support those islanders with autism?
Islanders can now apply for a blue wristband from Autism Jersey, which they are encouraged to wear when shopping. Those wearing the bands can show our colleagues at the front of our stores and they will be fast tracked inside. Our colleagues will also be made aware of their needs and help make their shop as stress-free as possible.
How to get a blue wristband:
- The wristbands are available by calling Kim on 01534 871888 and they can then be collected from Autism Jersey’s entrance between 9am and 2.30pm Monday to Friday
- The address is Century Buildings, Patriotic Place, St Helier, JE2 3AF
- Those with wristbands can show them at our stores now
If healthcare workers cannot shop in the dedicated hour, are they able to go to the front of the queue?
All healthcare workers, who show their ID to our colleagues, will be given priority in to stores should there be a queue.
No. We have postponed all our in-store tastings until further notice. Our deli counters will no longer be offering tastings on their counters and we have removed our free fruit for kids.
Are you still rationing some items to three per person?
There are restrictions on all paper items in our stores, which includes toilet roll, kitchen roll and facial tissues, and baby milk. These items are restricted to one per person. We have lifted restrictions on all other items to allow people to shop for those that are self-isolating, or are in their care. We ask that our customers are sensible and only buy the essential items they need. Please be considerate to others and do not stockpile certain items, as this means others can't get the items they need. Together we can care for those most vulnerable and make sure we can continue to keep the islands fed.
What is the limit on contactless card payments?
The spending limit for contactless card payments has been increased to £45 in all our stores. We hope this will make shopping not only easier and quicker for our customers, but much safer too.
We ask all our customers to pay via contactless card wherever possible.
Are you planning for store closures?
As with any business with a large workforce we have a plan in place to deal with store closures. As schools close and more islanders have to self-isolate we will monitor our workforce across all stores and plan to close our smaller stores first. We will make it our priority to make sure there is a supermarket open in all main areas across the islands. We will advise our customers of any store closures with plenty of notice.
What measures are you taking to make sure colleagues are self-isolating?
All colleagues who have visited affected destinations are self-isolating at home and we are advising no colleagues who have any symptoms to come into work. As all businesses, we are taking this very seriously and have plans in place to make sure no colleagues who are feeling unwell are coming into work.
Why have you cancelled double dividend days on Tuesdays and Wednesdays?
As the coronavirus pandemic continues we are having to take a number of measures to prevent it from spreading in our stores. So we have made the difficult decision to stop double dividend days on Tuesdays and Wednesdays until further notice to protect the health of both our colleagues and members.
Following government advice in both islands, we feel we should not be handing out stamps and encouraging our members to attach them to cards. We also do not want to encourage our members specifically in to our stores on Tuesdays and Wednesdays, as this puts added pressure on our colleagues when our stores are already very busy.
But we will continue to give back to our members by offering an extra 1% bonus dividend on qualifying purchases, every day of the week. The additional 1% will be added to all members' share accounts on 1 July. From that day going forward the extra 1% will be in your share account the day after you choose to shop with us. Unfortunately the extra 1% will not show on your receipt until 1 July but it will be banked and added in bulk to your account on that day.
What is happening to the AMM this year?
This year's Annual Meeting of Members will be held on Wednesday 3 June. You will need to register online via our Members Portal to attend the AMM. The dividend payout will be made available after the AMM. For more information about this year's dividend payout, see the full FAQs here.
Are we still able to use the machines in stores to exchange 50ps to dividend stamps?
Unfortunately the machines are no longer in use until further notice.
A polite reminder regarding our in store colleagues.
Unfortunately, heightened situations can cause intensified reactions. We take the mental health and wellbeing of our colleagues very seriously, therefore we would appreciate all customers and members to treat our colleagues fairly and with respect. Our colleagues have your best interests at heart and are working incredibly hard to ensure they still provide the best service they can offer at this incredibly difficult time. We appreciate your frustrations when you are unable to purchase the product you need or want, but this is not due to any fault of our colleagues. We ask that you have patience at this time and understand our colleagues are doing all they can for you, our customers and members.
What measures are your GPs surgeries in Jersey taking to protect patients and colleagues?
We are here to support islanders and are working hard to make sure everyone's need are met but have introduced measures to protect the health and wellbeing of our colleagues and patients. We have introduced a 'closed door' policy to all our GP surgeries in Jersey to make sure we keep our colleagues and patients safe from anyone with coronavirus symptoms. If you think you have Covid-19 or would like information regarding the symptoms then we would ask you to please ring the Government of Jersey helpline on 01534 445566. Anyone who thinks they have Covid-19 should NOT visit their GP surgery.
For all other illness, please call your GP and do not visit the surgery and then they will asses the situation and call back to arrange an appointment if required.
In the event that some of our surgeries close, prescriptions and medicines for collection will be transferred to another surgery. We will make our patients aware of these changes as and when they happen. If you have received a rescue pack, please keep this to one side and begin to use it when truly required.