Northampton B&Q staff 'over-worked and struggling to cope' with high coronavirus demand

Struggling staff at B&Q in Northampton have raised concerns about being over-worked but the DIY retailer says it has made numerous efforts to rest employees.

Workers at the Towcester Road branch have been under increased demand since nearly half of employees were furloughed and demand increased with online orders.

The remaining members of staff claim they are being made to work long hours without breaks while being verbally abused by impatient customers, leading to anxiety attacks.

A B&Q spokesman said workers are welcome to tell them about any issues but an anonymous employee felt compelled to contact the Chronicle & Echo to air their grievances.

"Traffic into the store has caused chaos and has been gridlocked for hours, affecting emergency services during emergencies and businesses close to the Northampton store," they said.

"This is due to being short-staffed and the greed of B&Q bosses clearly putting profit before people."

B&Q stores have been closed since the lockdown began on March 23, despite hardware stores being named as essential by the Goverment, with customers restricted to online orders by delivery or collection.

The Easter weekend brought mile-long queues on Towcester Road with customers waiting to collect their orders, leading to hundreds being turned away and some hurled disgusting abuse at staff.

The Northampton employee said workers are mentally and physically drained by the high demand after the workforce was reduced by 47 per cent during the lockdown.

Some staff members with physical injuries are being made to lift heavy items without the correct safety equipment as there is limited supply, they added.

Others are starting work at 8am and not having a lunch break until 4pm, according to the worker - all while frustrated customers are becoming aggressive and threatening towards them.

The statement from the hardware giant said: “As a designated essential retailer, B&Q is seeking to support our communities by providing products to meet customers’ needs, whilst also keeping our colleagues as safe as possible.

“B&Q stores have remained closed to customers for browsing since Monday, March 23, when the UK lockdown was announced, and we have made diy.com our primary store for a limited range of products.

Orders are only available for a new contact-free Click+Collect service and home delivery.

“Alongside these changes, we have a number of measures in place to make sure our colleagues stay as safe and rested as possible.

"These include role rotation, meaning physical activity is rotated across the team, providing refreshments throughout the day whether colleagues are on a break or not, and ensuring everyone has the opportunity to take their lunch and breaks.

“We have also implemented reasonable adjustments for those who do not feel comfortable interacting with customers or are unable to lift products. PPE, such as masks, gloves and wipes, is available to protect colleagues at all times.

“Any colleague who has concerns should raise them with their line manager who will ensure they understand the options available to them.

“Our store colleagues have been incredible and we’d like to say a massive thank you for all their hard work and for taking on board the challenges of making the changes we’ve had to make to our business.”