COVID-19: An update from the Coal Authority – November 2020
We continue to review the products and services that we provide in light of the latest government guidance, in our mission to make a better future for people and the environment in mining areas. We are safely adapting our ways of working, actively listening to and working collaboratively with our customers, suppliers and stakeholders.
Latest update: 2 November, 2020
Adapting our ways of working
Following recent government guidance from the English, Welsh and Scottish governments, we have safely adapted our ways of working. Despite England moving into lockdown, where people must stay at home from Thursday 5 November until Wednesday 2 December (apart for specific reasons), we will continue to provide our products and services across England, Scotland and Wales where it is safe and possible to do so.
Access to our Mining Heritage Centre
We recognise that some of our customers were hopeful that we’d be able to reopen access to our Mining Heritage Centre soon. However, in light of the latest government guidance, our priority is to ensure the safety of our customers and staff. For that reason, the Mining Heritage Centre will remain closed to the public for the time being.
We will of course keep you updated and in the meantime, we are still working hard to offer alternative ways for people to be able to access our plans and records. Whilst it is closed, we are operating strict control measures to enable a small number of our colleagues to safely access our paper records. We also continue to process hard copy documents or reports from our archives, including claims history and hazard reports. Our customer services team is working hard to process these requests as quickly as possible.
Making our products and services more accessible
Using our website – we would welcome your feedback
We’re constantly reviewing our services to ensure things are accessible for all. As part of this work, you may notice some improvements in how you can access our information and forms online – for example when ordering a coal mining report. We’ve added some handy boxes, made a few changes to the text instructions and also included a video tutorial so that our customers can see how to accurately draw a property boundary.
We’ve also updated our subsidence damage claim form too, making it even easier for our customers to complete the form online and email it back to us.
During your visit to our website you may be asked for your feedback on your digital experience with us. We would love to hear from you as it really does help us to improve our service to you.
If you require any assistance with any of our services, you can contact our helpful and friendly team on 0345 762 6846 or email email@example.com.
Our customer standards
In light of current circumstances, some of our service response times may take a little longer than usual. Please bear with us as we do our best to continue to process your orders. For more information on our latest service responses times read our customer standards.
Our paused price changes to continue until 31 March 2021
We understand and recognise that there currently may be uncertainty for many of our customers, with people adapting to different ways of working. We want all of our customers to know that we remain committed to listening and providing as much support as we can during these fast-moving and challenging times.
That’s why we have decided to pause any changes to our pricing on our Coal Authority products and services until 31 March, 2021.
Protecting the public and the environment
We are continually adapting the way that we work in line with guidance from the governments of the 3 countries we serve. This involves working closely with our supply chain partners to ensure we can deliver our essential services and those activities that can be managed safely, putting the health and safety of the public, our contractors and our people first.
We’re working hard to keep people safe and provide peace of mind across mining areas. This includes continuing with our coal mining hazard response service and protecting essential drinking water supplies.
You can report any suspected coal mining hazard to us 24 hours a day, 7 days a week by calling our dedicated hazard line on 01623 646 333.
As part of our commitment to keep people safe, earlier this year the Welsh and UK Governments asked us to coordinate a review of all coal tips throughout Wales to assess any risk posed to people, property, infrastructure and the environment. This vital public safety work continues and we are working closely with partners including the Welsh Local Government Association, local authorities and Natural Resources Wales.
We operate a 24/7 tips hotline – 0800 021 9230 – where anyone in Wales can call us for information or to discuss concerns they may have about a tip local to them.
Staying in touch with us
To make sure that we are providing the best possible customer service, we will continue to monitor the latest guidelines regarding COVID-19 and provide further updates on this page when adjustments are necessary.
If you would like to speak to a member of our team for any general advice or if would like to find out more about our products or services, please contact us on 0345 762 6848 or email firstname.lastname@example.org.