CCLS in Focus
How CCLS rose to the challenges of the past year and continues to set the standard for CareCo
Leeds the way
Giving CCLS the spotlight for issue 2
When 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.
x
Joe Abbitt BRAND COMMUNICATIONS MANAGER
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 OPERATIONS DIRECTOR
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
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.
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!
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 CC77 at 05:00 on the morning of Sunday the 8th of September. Most of us were there from 04:30... only one slept through the alarm but we’ll be highly professional and won’t mention any names (Regan) and we made it to the starting point just after everyone else had started which actually turned out to be a bit of a blessing in disguise, as it meant that the CareCo team got to all start together without the other 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
miles, where we were all given cereal bars, fruit and nuts, and squash to keep us going.
Not all of us could continue, as mobility became more and more restrictive (anyone know 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
together supplied by Macmillan and to swap war stories, (usually involving thrilling tales of getting trapped in the mud and our various aches and pains.) We then hopped on the bus to get us 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
HEAD OF HUMAN RESOURCES
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 Z agger, Taz Richards, Timothy Mabbett, Tom Curson, Zuzana Pearson.
CCLS in Focus
Because we’re a small team, you sort of jump on different 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 willingness to muck in as a team is underscored by the other virtue that everyone at CCLS seems to share: versatility. “I’ve learned a lot.” says Chelsea, an Operative Administrator, “Different departments, transfers, booking in, where to book them, how to look at stuff on Orderwise - I’m just proud of CareCo themselves and everyone like the teams down in CCHQ as well as CCLS working together”.
Chantelle Gray, Operations Manager
For Chelsea, each day is fast-paced and varied. From answering calls for engineering services to coordinating product deliveries - every day brings new challenges, whether it’s updating spreadsheets, handling product issues, or liaising with the teams at CCHQ.
And of course, CCLS’ flexibility was perhaps CareCo’s greatest asset at a time when it was needed most…
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.
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.
Martin Everitt, Engineering Returns Supervisor
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.
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.
Stevenage Filming
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!
Panther Re-Branding
Back in August, Tom Stansfield, our Operations Director, told everyone on Nettie that Panther Logistics, 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?
Panther (or AIT as they’re now known) are our logistics partner for Large Item Delivery and Home Assembly.
What are the new contact details, i.e. email addresses?
Communication via email continues forward as a priority path to reach our 2-person delivery team.
Current email addresses will forward to the new @aitworldwide.com email addresses. Nearly sixty mailboxes are established to support various business areas including customer email communications, driver apps, WhatsApp, chat, recruitment, reviews, and more.
Each mailbox has been established with an “ @aitworldwide.com ” email extension to avoid any breakdown. All teammate email 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:
will forward to new AIT email addresses effective July 29, 2024 appearing as: [first initial, last name]@aitworldwide.com
For example: jsmith@aitworldwide.com
Will there be any changes to how we are invoiced and payments? The invoicing and payment process 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.
Customer Service AHD-UK-Bookings bookings@panthergroup.co.uk bookings.AITHD@aitworldwide.com
Client Service AHD-UK-Claims claims@panthergroup.co.uk claims.AITHD@aitworldwide.com
Client Service AHD-UK-Client Admin clientadmin@panthergroup.co.uk clientadmin.AITHD@aitworldwide.com
Customer Service AHD-UK- Complaints complaints@panthergroup.co.uk complaints.AITHD@aitworldwide.com
Finance AHD-UK-Credit Control creditcontrol@panthergroup.co.uk creditcontrol.AITHD@aitworldwide.com
Customer Service AHD-UK-Customer Service customerservice@panthergroup.co.uk customerservice.AITHD@aitworldwide.com
Finance AHD-UK-Disputed Recharges disputedrecharges@panthergroup.co.uk disputedrecharges.AITHD@aitworldwide.com
Storage AHD-UK-Storage Enquiries storage.enquiries@panthergroup.co.uk 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.
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:
• Harrods’ hamper
• Google Nest Hub
• Xbox Series X
• 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
• Four Ball golf voucher at Channels
• £50 Blackwells Farm Shop voucher
• Pimm’s hamper
• Th ere will also be an auction for a £2.5k suit with tailor service to your home by Clements + Church.
And more...
Contact jbunting@careco.co.uk for Gala Dinner or raffle tickets.
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?
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 Jane Bunting
Sent in by Steffi Pullely
Benefit in focus
Employee Assistant Provider
We’re delighted to say that we’ll now be working with Unum, who will be our EAP (Employee Assistance Provider), covering health and wellbeing support 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.
Download the app 08083 043 698 Search ‘Help@hand’ in Google Play or the App Store Or call on
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.
No pressure
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 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, not rushed, no speed talking by the assistant with a sales pitch. Sales assistant very knowledgeable and understood concerns.
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
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
John Wilson, Engineering, CC51
Martin Siggins, Warehouse, CC77
Stephen Robinson, Head of Operations
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.
Weddings
Married 27 July 2024
Robbie Phillips, Showroom Advisor
Married 5th October 2024
Tim Johnson, Showroom Advisor, Ipswich Showroom
Babies
Baby Boy - Zachariah - August 2024
Charla Parker, Customer Sales, CC51
Baby Girl - Miah - September 2024
Junior Douglas, Showroom Advisor, Croydon Showroom
Baby Boy - Rowan - October 2024
Oscar Clark, Customer Sales, CC51
