As at 25/03/20

This is a challenging and anxious time and here at Kettlewell Fuels, we continue to support our loyal customer base, delivering to homes, farms and businesses across our region.

Planning and placing your order

With oil delivery listed as an essential service, we remain open for business.

We have put in place our contingency plan to enable our team to work from home and have employed extra customer service people, who are now answering your calls and processing orders as quickly and efficiently as possible.

We are receiving a high level of calls and orders and this is impacting on our ability to maintain our usual service level.

We are currently prioritising our Cold Weather Priority (CWP) customers those in vulnerable situations, and our agricultural and commercial customers, especially those that are vital to service provision for us all.

If you have already placed an order for domestic heating oil, please be reassured your order will be delivered.

At this moment in time, we are unable to provide a delivery status, but we will be with you as soon as possible.

How you can help:

• When you place your order, please let us know how much you have in your tank - please be honest as we are working hard to ensure those that need the most have what they need. 

• Please don't place your order if you don't need oil at the moment. Can you wait for four weeks?

• Regularly check your oil - please keep an eye on your oil level and if you can, measure your oil before you place your order.

• If you have more than 20% of your tank's capacity you are not in urgent need.

• Also, ordering ahead with as much notice as possible will help us to understand your requirement and plan your delivery.

Stay safe

To reduce risk and contact, we will be asking you to pay for your order when you call us to place it. The money will not leave your account until after we have delivered your oil.

When our driver makes your delivery, for your protection as well as his, please remain at least two metres apart.

In most cases, the driver will post the delivery meter ticket through your letterbox. If a signature is required, he will ask for your name and write that on the meter ticket as an acknowledgement of the delivery.

We do apologise for any inconvenience these changes may cause and we understand this is a worrying time for you.

Please be reassured we are doing all we can to meet the needs of all our customers as swiftly as possible.

Secure supply of oil

We are following all government guidelines and advice from our industry trade association, the UK & Ireland Fuel Distribution Association (UKIFDA), to keep our team and customers safe.

Supporting you

Despite the challenging circumstances, our price promise remains the same:

we aim to be consistently competitive, never inflating prices in difficult times or when customers order at short notice.

My best wishes,

Janet Kettlewell

Click here to read the statements issued by our trade association, UKIFDA.