Coronavirus Update - 6th April

Brewery |

Coronavirus Update - 6th April
Coronavirus Update - 6th April

Dear friends of St Austell Family Group,

We hope you and your families are keeping safe. There’s no disputing what an uncertain and difficult time this is for everyone as the World around us continues to change daily.

We promised we’d keep in touch with you through the COVID-19 pandemic. Today we would like to send you - our valued customers - the latest news and updates from the St Austell Family Group - we hope it’s useful:

What’s brewing?

We are pleased that we are still brewing and remain committed to maintaining production of our key St Austell and Bath Ales brands through the pandemic. While there is no draught production for now, we are brewing plenty of Tribute, Korev, Proper Job and Gem, available in 500ml bottles, to keep you and your customers satisfied through the weeks ahead.

We can assure you the safety and wellbeing of our people and our customers is paramount during the COVID-19 pandemic and we are continuing to monitor and follow government and NHS advice to ensure all recommended health and hygiene precautionary measures are in place through the brewing process, as well as during the collection or distribution of all products.

How to place a trade order

We’re maintaining a trade ordering service on packaged beers, wine and spirits through our depot sides at the below locations:

To order:

  • To view the product range available through St Austell Family Groups, visit:
  • Contact telesales on 0345 2411122; please leave a voicemail and we will get back to you as soon as possible during the office hours of 9.00am to 4.30pm - Monday to Friday.
  • Email enquires / order requests can be sent to  - this email is being monitored 9.00am and 4.30pm – Monday – Friday.
  • Alternatively, if your call is urgent, please contact Kerrie, our telesales manager, on 07970 204116 during the hours of 9.00am to 4.30pm – Monday – Friday.
  • Please note that any orders placed will require payment over the phone. We’ll also ask you to specify a collection day and time. You’ll also be given a number to call when you arrive at the depot.
How to collect your order

Customers can collect paid-for orders on their requested day and time from the relevant depot between 9.00am – 2.00pm – Monday - Friday. 

A guide to collecting your orders safely:

The welfare of our staff, their families and our customers is our number one priority right now. We’re asking all staff and customers to adhere to the following measures when visiting us to collect orders:

  • Please don’t attempt to collect an order if you, or any of your household, are exhibiting symptoms of COVID-19.
  • Please call the given number when you arrive in the car park outside the distribution centre. When on site please adhere to the Public Health England’s guidelines on social distancing and stay at least two metres away from any other person on site.
  • You will be asked to stay in your vehicle until your order is brought out to you.
  • The dispatch team will bring out your items and receipt and leave them next to your vehicle - we’ll be kindly asking you to load your own car.
  • Please be assured our dispatch teams will wash their hands thoroughly before and after every vehicle delivery / order collection.

Thank you in advance for your cooperation.

Returning stock to us - guidance

We are currently collecting information on the stock that is likely to go out of date in your cellar as a result of the Covid-19 pandemic, namely draught beer and bag in box soft drinks. We are excluding all other stock at this stage due to the much longer shelf life and best before dates these carry, namely bottles/cans/wine/spirits and cider.

As you will appreciate uplifting all this stock from the thousands of cellars is going to be a monumental effort, and we really need your help in the planning of this when the time comes.

We are still speaking to a number of suppliers, on behalf of whom we deliver to you, and HMRC to confirm all of the details. As to when we begin to collect all these containers and stock is also an unknown at this stage, due to the restrictions around travel and social distancing that are still in force.

Finally, you may have seen information from HMRC regarding the destruction of beer in cellars. We strongly advise you NOT to destroy any beer at this stage. Until the process and procedures are absolutely clarified by HMRC, and agreed with the individual brand owners, then we cannot guarantee you that you will get the duty reclaim or credit/replacement beer. We will provide further information on this once we have it.

All your St Austell sales contacts are available to help you through this process, so please pick up the phone should you have any questions. Again, your help in getting this information over to us this week would be hugely appreciated and would allow us to support you in recovering brilliantly from this incredibly difficult time.

Returning stock to us - instructions

1. Download our simple Excel template to fill in the ALL of the DRAUGHT BEER (kegs & casks) and BAG in BOXES you have in your cellar. If you cannot use the attachment, then please just email back with the required detail:

a. Brand name
b. Size
c. Best before date
d. State specifically by brand how many are unopen, open and empty E.G. Carlsberg – 11gal – 12/05/20 – x5 unopen, x1 open, x3 empty

2. Email the attachment or information directly to by 5pm this Friday (10th April 2020).

At this stage this information is purely for us to plan the recovery of all these full, part full and empty containers in your cellars. Our stated aim is to ensure that you are not left out of pocket for any stock that has gone out of date in your cellars as a result of the pandemic.

Credit control

We fully recognise the challenges you face in these unprecedented times; the whole industry is suffering, and we are certainly not immune - but we do understand!

Our sales development managers are keen to find mutually beneficial solutions for all of our valued customers across the whole of the south west.

Therefore, if you haven’t already been, very shortly you will be contacted by your SDM to discuss the best solution, working to the principles of a fair, reasonable and manageable plan. To all of you that are up to date on your accounts, and have paid us in recent days, a massive thank you – it is hugely appreciated.

If you would like to talk directly to credit control, please call either Tracey, 07855 515638 or Nigel, 07967 679811 or e-mail  We are open Monday – Friday from 9.00am to 4.00pm.

Our people

As a company, we applaud the support package announced by the Chancellor on the 20th March. The Coronavirus Job Retention Scheme (JRS) will help to secure employment for hundreds of thousands of people in the hospitality and brewing industry - who will continue to receive an income, while pubs, bars and restaurants remain closed.

To have the strongest opportunity to safeguard our business - and in order to protect the employment of our people - we’ve temporarily moved several our team members into a period of furlough. This is likely to last until normal trading resumes and we can all return to work safely. 

Placing our people into furlough means that they will remain employed by St Austell Family Group but will not be working. Through a combination of Government support, and our own contributions, all our employees in furlough will continue to receive 80% of their normal pay, while they stay at home in support of the Government’s strategy to contain the spread of Coronavirus. This situation will be reviewed every four weeks.

As a result of this approach we are pleased to confirm that we haven’t had to make a single redundancy across the business, at this stage.

Is your business supporting local communities? 

We’d love to tell our online fans about any new business initiatives you’ve launched.

In the coming days we’ll be launching a new page on the St Austell Brewery website showcasing all the efforts and tireless work that’s underway to help bring communities together – and promoting the updates across our social media channels too.

Drop Vicki in our digital team a note on with any news or updates you’d like us to help you promote, and we’ll do our best to help spread the word.

To view previous updates, please click here.