CQ Q4 2024 - CareCo Newsletter

CCLS in Focus How CCLS rose to the challenges of the past year

Quarterly

and continues to set the standard for CareCo

Issue 2 | Q4 2024

CCLS

CSR updates

Fundraising

Doing our bit on D-Day

WELCO ME

Leeds the way Giving CCLS the spotlight for issue 2

W

hen the CQ team got together to discuss

this issue, there was only really one topic to

address. It was early September and we were fast

approaching a year to the day since the fire at CCHQ.

That had to be our feature, we knew that much. But

with so much already said about the events of that fateful day, and so much change already reflected

upon, absorbed and forgotten (in the best possible

way), how could we say anything new about it?

Quickly, we realised that one crucial part of the story

hadn’t had nearly enough time in the spotlight. The way

that the team at CCLS responded, so composed under

extreme pressure – after all, like all of us at CareCo, they had no idea what the future was then and still is today

a testament to the kind of culture that we’ve got here.

Mucking in. Digging deep. Doing things that, OK,

they technically aren’t your job, but somebody has

to do them because that’s how we make every day better for our customers. What became clear very

quickly to us during our visit is that working like that

wasn’t just a one off for CCLS. It’s simply the mindset

of a team that demonstrates flexibility and fortitude

every single day, toiling away free of fanfare and, maybe, a little too free of the thanks they should get.

So, much later than it should have been, the spotlight is shining on the team at CCLS for CQ issue 2. It’s

not in their nature to seek it out, but they deserve it.

Joe x Joe Abbitt

BRAN D C OMMUNIC ATI O NS MA NAG E R

PAGE 2

“

The amazing team at CCLS, and everyone from CCHQ who volunteered to work in CCLS post-fire, really kept

CareCo going through the most difficult of times. I will forever be grateful for their dedication and teamwork

”

to get us through that situation, and for demonstrating the fantastic culture we have built at CareCo.sss

Tom Stansfield

O PERATI ONS DIR EC TOR

P AG E 3

D- D AY VISIT

Doing our bit for D-Day Veterans CareCo travels to the 80th Anniversary of the Normandy Landings As part of our ongoing commitment to social causes, CareCo donated several wheelchairs to veterans at the D-Day

Story Museum in Portsmouth back in June. By mid-morning, the team arrived in Portsmouth, ready to make their way to Southwick House. However, in their eagerness, they initially pulled up at the wrong location and were in a line

with 20 plus police officers with whispers of royalty arriving. As the team were getting out some identification, they realised that the place they needed to be was actually across the road! After a quick laugh and now running a few minutes late, they finally made their way to the correct venue.

Southwick House is steeped in history. The team were there to join veterans at an event hosted by the Spirit of Normandy Trust to celebrate the D-Day landings, which took place on June 6th, 1944. This year marked the 80th anniversary – a significant milestone that made CareCo’s presence even more poignant.

The Spirit of Normandy Trust had reached out to us earlier in the year, seeking help as several of their veterans wanted to travel to Normandy for the D-Day celebrations but required mobility assistance. Without hesitation, we

knew we wanted to help. After some consideration, CareCo decided to donate six wheelchairs – perfect for veterans who are defiantly independent, but know the value of a helping hand, too.

As the event commenced, the atmosphere was both celebratory and reflective. The grounds of Southwick House were filled with the sound of classic wartime songs performed by the D-Day Darlings, who brought the spirit of the

1940s to life. Veterans, some now well into their nineties, watched on with a mix of pride and nostalgia. A few even got up to dance their joy infectious as they twirled to the music that once echoed through wartime Britain. Presiding

over the event was Henry Montgomery, 3rd Viscount Montgomery of Alamein, grandson of Field Marshal Sir Bernard

Montgomery, who had commanded ground forces during the Battle of Normandy. His presence was a reminder

PAGE 4

D-DAY VI S I T

of the legacy these veterans carry, and the impact their actions had on shaping the world as we know it today.

Seeing the veterans in their CareCo wheelchairs bestowed us with a palpable sense of gratitude.

These were men who had once stormed the beaches of Normandy, risking everything for the freedom we now enjoy. Their modesty was striking

– none of them saw themselves as heroes, they

simply said they did what had to be done. The wheelchairs symbolised more than just mobility –

they were a gesture of respect and a small way of

saying thank you for their sacrifices. Knowing that

the veterans would use them to revisit the very

beaches they had once fought on is a small, but important, reminder of the sacrifices they made, and the work we do.

The next morning, Jane and Leah watched the

news as the veterans boarded a ship in Portsmouth to sail across to Normandy. Their journey began

with a tribute at the Commonwealth War Graves

Commission’s Bayeux War Cemetery, where they honoured their fallen comrades.

P AG E 5

CSR UP DATE

A Muddy CSR Update CSR Team Volunteers with Essex Forest Initiative The CareCo CSR team took another muddy step towards environmental responsibility

by spending the morning volunteering with the Essex Forest Initiative. This initiative was organised in collaboration with Essex County Council. Our tree planting took

place at a nursery on Marks Hall Road, located near CareCo HQ. As you will all no doubt be aware, we take our carbon footprint very seriously, so this is just one of the many steps we’re implementing towards a cleaner and safer business carbon output.

The event was thoughtfully organised by Carmen, our Learning and Development

Trainer, who reached out to Essex County Council to explore how CareCo could make

a greater contribution to local environmental efforts. This led to our involvement in the Essex Forest Initiative - a project that has been making a significant impact on the region.

We focused on planting native British trees, including oak, ash, hazel, hornbeam,

poplar, willow, and alder. These species are not only crucial for reducing CO2 levels in the atmosphere, they also play a vital role in supporting and enhancing local areas.

As a company, we’re proud to support such an important movement and are pleased

to contribute to the ongoing efforts to improve our local environment. The Essex

Forest Initiative is still looking for more volunteers, and we’re looking forward to joining them again later this year to pick up where we left off.

If you’re interested in taking part of any of our CSR escapades, please let any of the CSR team know.

Macmillan Coffee Morning CareCo came together across our various sites to celebrate Macmillan Coffee Morning! The morning, which brought together employees and customers alike, saw us raise another £1,400 for Macmillan, which brings our total to a whopping £10k for the year!

PAGE 6

FU N DR AI S ER

Mighty Hike Fundraiser CareCo Hikes the Jurassic Coast As you all know, back in September, the Corporate Social Responsibility (CSR) team embarked on a treacherous journey up the Jurassic Coast as part of Macmillan’s Mighty Hike initiative.

The team were collected from

together supplied by Macmillan

of Sunday the 8th of September.

involving thrilling tales of getting

CC77 at 05:00 on the morning

and to swap war stories, (usually

Most of us were there from

trapped in the mud and our

04:30... only one slept through

various aches and pains.) We

the alarm but we’ll be highly professional and won’t mention

then hopped on the bus to get us

any names (Regan) and we made

miles, where we were all given

everyone else had started which

squash to keep us going.

it to the starting point just after

actually turned out to be a bit of

cereal bars, fruit and nuts, and

a blessing in disguise, as it meant

Not all of us could continue,

start together without the other

more restrictive (anyone know

that the CareCo team got to all 500 people getting in the way!

But the delay didn’t stop us!

Many of our team made the earlier walkers eat their dust, as they made it to the first pit stop, at 7

as mobility became more and a company who could help with

that?), but those that carried on

pushed on and braved the bleak weather.

We all reached the end, finally,

to then enjoy a lovely lunch

home.

The best thing of all was that we raised an amazing £8768.00!

We did not imagine we would

raise that amount with this one

walk, but we can always do more!

A massive thank you to all that took part!

Jane x

Jane Bunting

H E A D O F H U M A N RE S O U RCES

An absolutely massive thank you to: Aimee Latham, Callum Mitchelmore, Carmen Alcon Gardner , Coby Aspin, Harriet Elsdon, Hayley Farrelly, Isla Lee, James Parfitt, James Tickner, Mason Ramsdale, Natalie Hays, Regan Turner, Ross Lee, Samantha Hawke, Scott Markham, Talia Zagger, Taz Richards, Timothy Mabbett, Tom Curson, Zuzana Pearson.

P AG E 7

CCLS IN FOC US

CCLS in Focus we’re a small team, you sort of jump on different “Because jobs if you have to. There’s no day that’s the same. ”

This, more than anything else, is the quote that best describes CCLS. Tucked away in the Peckfield Business Park in Leeds – CCLS is the heart of CareCo’s operations in the North and an essential arm of the business.

As a team of just 24, CCLS is a whirlwind of activity, defined in many ways by the high level of teamwork and flexibility

demonstrated on a daily basis. “Day-to-day can be challenging, but we really have got a good team here”, says

Chantelle Gray, CCLS’ Operations Manager, “If somebody comes in and they’re an engineer, and I say: ‘I need you to go out on a home assembly’, they do it. They don’t argue.”

That

level

of

flexibility

and

For

willingness to muck in as a team is

underscored

virtue

that

by

everyone

the

at

Chelsea,

fast-paced

other

and

each

day

varied.

is

From

answering calls for engineering

CCLS

services to coordinating product

seems to share: versatility. “I’ve

deliveries - every day brings new

learned a lot.” says Chelsea, an

challenges, whether it’s updating

Operative Administrator, “Different

spreadsheets, handling product

departments, transfers, booking in,

issues, or liaising with the teams

where to book them, how to look

at CCHQ.

at stuff on Orderwise - I’m just

proud of CareCo themselves and

And of course, CCLS’ flexibility

CCHQ as well as CCLS working

asset at a time when it was

everyone like the teams down in together”.

PAGE 8

was perhaps CareCo’s greatest Chantelle Gray, Operations Manager

needed most…

C C L S I N FOCU S

Rising to the challenge CareCo’s world was rocked in September last year. A fire in the warehouse of CCHQ brought operations to a standstill in Essex. The warehouse was inoperable, staff were scattered across satellite offices around Essex and customer orders couldn’t be fulfilled.

“I remember getting the phone call from Steve Robinson on the Sunday morning,” recalls Chantelle, “and it didn’t sink in. I heard ‘Fire!’ and ‘The workload is going to be coming to Leeds’, and I thought ‘Yeah, that’s fine’. But wow!”

Despite being a much smaller operation, CCLS adapted quickly, with everyone pitching in to keep operations running, and several people from CCHQ even joining the team to pitch in: “Jordan and Tom [from CCHQ] were here for about

3 months, with only weekends back home,” recalls Chantelle, “but they never once moaned about it. They just did it.

It’s really nice that you get people like that!”

“Without them we wouldn’t have been able to deal with the load because it was just absolutely manic!” adds Martin, Engineering Returns Supervisor, “Everyone just muddled in as a team”.

CCLS is also the home of CareCo’s only outlet store in the country, which is run by Stephen Hirst, “It was an interesting time,” says

Stephen, “as I often worked as a go-between for the North and

South teams. It was good to meet them all and get them all on the same page!”

The work from the team at Leeds, during the fire and long after, has typified the kind of togetherness any company strives for and one that a company like CareCo prides itself on.

Martin Everitt, Engineering Returns Supervisor

It is no exaggeration to say that without the hard work and dedication of CCLS, CareCo would likely not be in the position it is

today. Whether it be dealing with an influx of customer orders that

stretched the warehouse to breaking point, the sudden appearance of new staff from CCHQ to lend a hand, or the frequent downpours

of rain that meant stock needed to be covered with large tarpaulins, CCLS rose to the occasion magnificently.

P AG E 9

CCLS IN FOC US

A look to the future Things are more or less back to normal at CCLS now, marking a significant milestone in the ongoing recovery and return to routine operations, which speaks volumes about the resilience and dedication of the team. But what’s next for CCLS?

CCLS is a key logistical and operational support arm for CareCo and is set to play a central role in the company’s evolution moving forward.

One of the major developments that will shape the future of CCLS is the introduction of new postcodes for delivery and servicing callouts. The introduction of these new postcodes represents a significant shift in the logistics strategy of the company in the North and means that CCLS will no longer need to rely on third-party logistics providers to

handle its deliveries. By bringing this crucial function in-house, CareCo and CCLS will be able to ensure greater control

over the delivery process, from the moment a product leaves the warehouse to the moment it arrives at our customer’s

doorstep. Much like deliveries, servicing operations are a critical part of the CareCo customer experience. With CCLS able to reach more people and provide support, customers can expect faster response times, better coordination, and a more seamless after-sales service.

The essence of everything CareCo is and aspires to be permeates throughout CCLS, which has everything we pride ourselves on: hard work and teamwork.

Name: Chelsea Role: Operative Administrator What would you say is the thing you’re proudest of during the fire?

Chelsea:

Just everything that I learned because you it was a lot of pressure. I kept saying

to myself ‘I can’t do it, I can’t do it - it’s too much, it’s too much’, but then we had to think of what CCHQ were going through, and I think you just put it to the back of your mind and you just got on with it. One day it was a relief, and

you’re like, ‘I can’t believe we’ve got through it’. Literally no two days were the same. Normally now day-to-day, you come in, you know what you’re doing step by step. But back during the fire,

you didn’t know what what was going

to happen that day. I didn’t know if I was

coming in on a Monday and going to do servicing or Tuesday, then containers or parts booking. It was just... it was crazy.

It’s like a blur. Literally everything felt

like a bomb had dropped on us because

everything just ended up getting diverted here. We were getting parts and we didn’t even know what they were for.

PAGE 10

C C L S I N FOCU S

Name: Carl Role: Warehouse Supervisor

What do you enjoy about working for CareCo? Carl:

As a company, I think it’s a lot more laid-back than other companies that I worked for in the past. Normally before you start a shift you’d

think ‘I can’t really be bothered’, but here I actually look forward to coming into work and working with the people.

Do you enjoy the pace of it or can it be overwhelming?

Carl:

When I joined in November, it was absolutely crazy. You were thinking

‘Have I jumped into a crazy thing?!’ When CCHQ opened back up and people started to go back down South it started levelling out.

P AG E 11

PAGE 12

S H OWR OOM S

Stevenage Filming Behind the scenes Our Brand team recently scripted and filmed an exciting new video to show off what our customers can expect in a

CareCo showroom. Filmed in our brand-new, modern Stevenage showrooms, this video is there to show our customers what makes our showrooms so special and unique. Our two wonderful presenters, Adele and Jamie, were essential to showing our customers that mobility doesn’t have to conform to the usual stereotypes.

We’d like to extend a huge thank you to HUB and their contacts for their amazing support throughout the shoot. Also an extra special thanks to Reese, who went above and beyond by literally giving the shirt off his back to help one of the performers. What a trooper!

The video is now in the editing stage and will be live on our website before the end of the year. This marks the beginning

of our plans to enhance our online showroom content as we continue to develop the CareCo brand over the next 12 months. Stay tuned!

P AG E 13

PANTHER R E-B R ANDI NG

Panther Re-Branding Back in August, Tom Stansfield, our

What are the new contact details,

on Nettie that Panther Logistics,

Communication via email continues

Operations Director, told everyone

our logistics partner for Large Item Delivery and Home Assembly, have re-branded to AIT Home Delivery.

By now, everyone will no doubt have adjusted to the change, but just in case anyone hasn’t seen the post from back in August, or simply

wants a refresher, here are the essential points:

Who are Panther/AIT?

i.e. email addresses?

forward as a priority path to reach our 2-person delivery team.

Current email addresses will forward

to the new @aitworldwide.com email

appearing as: [first initial, last name]@aitworldwide.com For example:

jsmith@aitworldwide.com Will there be any changes to how

business areas including customer

The invoicing and payment process

are established to support various email

communications,

driver

apps, WhatsApp, chat, recruitment, reviews, and more.

Each mailbox has been established

for Large Item Delivery and Home

extension to avoid any breakdown.

Assembly.

addresses effective July 29, 2024

addresses. Nearly sixty mailboxes

Panther (or AIT as they’re now

known) are our logistics partner

will forward to new AIT email

with an “@aitworldwide.com” email All

teammate

email

we are invoiced and payments?

will remain the same. The only visible changes will be the Bank

account name for payments, the account number and sort code will remain the same.

addresses

There will be a visible change on invoices with the new AIT HD logo.

What are the support contact details?

You can find all the contact details you need here: Function

Name

Old address

New AIT email address

Customer Service

AHD-UK-Bookings

bookings@panthergroup.co.uk

bookings.AITHD@aitworldwide.com

Client Service

AHD-UK-Client Admin

clientadmin@panthergroup.co.uk

clientadmin.AITHD@aitworldwide.com

Client Service

Customer Service Finance

Customer Service Finance

Storage

AHD-UK-Claims

AHD-UK- Complaints

AHD-UK-Credit Control

AHD-UK-Customer Service

AHD-UK-Disputed Recharges AHD-UK-Storage Enquiries

claims@panthergroup.co.uk

complaints@panthergroup.co.uk

creditcontrol@panthergroup.co.uk

customerservice@panthergroup.co.uk

disputedrecharges@panthergroup.co.uk storage.enquiries@panthergroup.co.uk

claims.AITHD@aitworldwide.com

complaints.AITHD@aitworldwide.com

creditcontrol.AITHD@aitworldwide.com

customerservice.AITHD@aitworldwide.com

disputedrecharges.AITHD@aitworldwide.com storage.enquiries.AITHD@aitworldwide.com

These addresses went live as of the 29th of July, so they should be open to everyone if you need them now.

PAGE 14

P AG E 15

GALA DINNER

Gala Dinner Tickets Running Low! Our Gala Dinner is being held on the 9th of November at Little Channels in Chelmsford!

For this gala, we’ve partnered with Macmillan Cancer Support because their work is incredibly close to our hearts. As

a company, we’ve had the privilege of supporting seven of our colleagues through their cancer journeys. Macmillan has been a lifeline to each of them, offering guidance, care, and vital services. That’s why this partnership means so much to us, and why every penny raised through the raffle and the Gala goes directly to helping Macmillan continue their essential work.

We’re pleased to say that we have almost completely sold out tickets for the event that will take place at Little Channels in Chelmsford! But we still need your help!

Even if you won’t be attending the event, you can still purchase raffle tickets and support Macmillan. Every ticket sold is another step toward ensuring that no one faces cancer alone.

Our Prizes include:

•

Four Ball golf voucher at Channels

•

Harrods’ hamper

•

£50 Blackwells Farm Shop voucher

•

Google Nest Hub

•

Pimm’s hamper

•

Xbox Series X

•

There will also be an auction for a £2.5k suit with

•

Fortnum & Mason Hamper

•

x5 VIP tickets to Tottenham Hotspur vs.

Newcastle United on 4th January 2025

•

x2 Tickets to Disney on Ice – 30th December 2024 at the O2 Arena

•

£100 voucher for Galvin Green Man

tailor service to your home by Clements + Church.

And more...

Contact jbunting@careco.co.uk for Gala Dinner or raffle tickets.

S OCI AL S

Spotted: CareCo In The Wild Spotted in Sandringham, Mr and Mrs Gussen, two of our

lovely customers with the sun shining on their Azure blue and lime green Minimus folding mobility scooters!

Then spotted on the coast, a Motion Healthcare Lithilite.

Spotted one of our products while you’re out and about?

Sent in by Jane Bunting

Snap a pic! Doesn’t matter if it’s in a restaurant, in a shop

or literally out in the wild, share it with us and we’ll get it published in our next issue.

Sent in by Steffi Pullely

Follow us on social

P AG E 17

BENEFIT IN FOC US

Benefit in focus

Download the app

Search ‘Help@hand’ in Google Play or the App Store

Employee Assistant Provider We’re delighted to say that we’ll now be working with

Unum, who will be our EAP (Employee Assistance

Or call on

Provider), covering health and wellbeing support

08083 043 698

as well as Death in Service cover, which means that, for as long as you are employed by CareCo,

you are covered for 2 years of your salary payable in the event of your death. This will mean that

we’re no longer going to be using Health Assured.

Don’t worry, if you’re currently being supported by Health Assured, this will continue until the end of your sessions.

For more information check out our most recent Nettie post.

Excellent

4.9 out of 5 reviews recieved 53,045

Great service and excellent product knowledge We are very happy with the service provided by

Lisa Hall at the Blaydon branch Lisa listened to our

Excellent Excellent member of staff allowed us to

take our time and choose right scooter for our needs. Didn’t rush mum into the wrong

purchase allowed me to try it in the car.

Suggested alternatives. Very knowledgeable.

needs and explained in great detail the options and demonstrated the models that would suit our

needs which enabled us to make our choice and we settled on the Li-Tech Neon. Very satisfied customers.

No pressure No pressure, not rushed, no speed talking by the assistant with a sales pitch. Sales assistant very knowledgeable and understood concerns.

PAGE 18

S T AFF

Our People Pinboard Celebrating from July to October!

Work Anniversaries 10 Year

Andy Crowdy, Warehouse, CC77 5 Years Harriet Elsdon, Returns, CC51

Terri DiVito, Showroom Advisor, Brierley Hill Showroom

Weddings Married 27 July 2024 Robbie Phillips, Showroom Advisor Married 5th October 2024 Tim Johnson, Showroom Advisor, Ipswich Showroom

Sian Ostridge, Marketing, CC77 Trevor Penn, Logistics, CC77

Simon Rourke, Finance Director, CC77

Leigh Williams, Showroom Manager, Norwich Showroom

Eizabeth Murphy, Showroom Advisor, Glasgow Showroom Hayley Farrelly, Returns, CC51 3 Years Steffi Pullely, Product Management, CC77 Daniel Dodman, Customer Sales, CC51

Jayne Leicester, Showroom Advisor, Warrington Showroom Lily Lambrou, Customer Sales, CC51

Babies Baby Boy - Zachariah - August 2024 Charla Parker, Customer Sales, CC51

John Wilson, Engineering, CC51

Baby Girl - Miah - September 2024 Junior Douglas, Showroom Advisor, Croydon Showroom

Stephen Robinson, Head of Operations

Baby Boy - Rowan - October 2024 Oscar Clark, Customer Sales, CC51

Martin Siggins, Warehouse, CC77

Jonathon Sykes, Showroom Advisor, Glasgow Showroom Mark Turton, Showroom Advisor, Camberley Showroom Sophie Alexander, Customer Support, CC51 Lily Ashby, Customer Support, CC51

Recruitment Drive Chelmsford Recruitment Fair We had a blast at the recent Careers Day

at Chelmsford Racecourse. This was a

chance for us to market ourselves and to meet some new organisations to partner with, like Support 4 Sight and ECL.

We are hiring!

G o t o www.c ar e c o .c o .u k / c a r e e r s to f in d ou t m or e d e ta il s

P AG E 19

Making every day a better day Share your stories, photographs and people’s pinboard news for the next issue Email CQ@careco.co.uk