Frequently asked questions

Coronavirus update

We’re still here to help


At Domestic & General we understand that this is a challenging time for many of our customers. We recognise that the service we offer our customers is essential to keeping their homes running.


During the coming weeks you may need to rely on your appliances more than usual. We wanted to take this opportunity to reassure you that our team are ready to help if and when you need us.


We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can help our customers.


We’re taking extra steps to keep everyone safe


Looking after our customers and employees is our top priority, so we’re working hard to prioritise emergencies and put the needs of our most vulnerable customers first.


Following Government guidance, we have moved all of our contact centre teams to work from home.


This enables us to keep helping customers but it may mean that you experience longer hold times than usual. We are grateful for your patience and understanding at this time. Our priority is to look after those who are most vulnerable so please use our online services where possible.


  1. Book a repair
  2. Help to fix your appliance yourself
  3. FAQs


Frequently Asked Questions


Please read these before you call us:

  • Yes, you can still book a repair. You can do this online here and do not need to call us.


    We recognise that the service we offer our customers is essential to keeping their homes running. We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can help our customers.


    Our priorities:


    1. Vulnerable customers
    2. Essential repairs for non-working laundry, refrigeration, cooking appliances and boilers

    Before booking a repair, please have a look at our Appliance Care portal to see if there is something that you can do to resolve the problem first.

  • Following the developing situation of the Coronavirus and with advice from the Government, we’ve introduced new measures to help keep our customers and engineers safe.


    Our engineers are taking the following precautions to ensure the safety of our customers:


    1. Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
    2. Engineers will use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
    3. Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.
    4. Engineers will remain at least two meters apart from you throughout the visit.
    5. You may be asked not to enter the work area whilst the engineer is on site to maintain a 7ft or 2m distance from you or other members of the household.
    6. You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.
    7. If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.
  • If you are self-isolating because you or a member of your household are experiencing any of the following an engineer will not be able to attend your home until it is deemed safe to do so:


    1. Symptoms of the Coronavirus such as a high temperature or new persistent cough
    2. Awaiting test results
    3. Diagnosed with the Coronavirus
    4. Been in contact with someone with the Coronavirus
    5. Recently returned from a high-risk area including; Mainland China, Iran, South Korea, Northern Italy, Thailand, Japan, Republic of Korea, Hong Kong, Taiwan, Singapore, Malaysia, Macau, Vietnam, Cambodia, Laos or Myanmar.

    In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.


    If you are self-isolating because you are vulnerable, the current Government guidelines suggest that you should self-isolate for 12 weeks if you are considered vulnerable, for example if you are:


    1. Over 70 years old
    2. Pregnant
    3. Have some underlying health conditions

    If you would still like to book or go ahead with an existing engineer appointment, please advise the engineer on arrival. Our engineers are taking the following precautions to ensure the safety of our customers:


    1. Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
    2. Engineers will use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
    3. Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.
    4. Engineers will remain at least two meters apart from you throughout the visit.
    5. You may be asked not to enter the work area whilst the engineer is on site to maintain a 7ft or 2m distance from you or other members of the household.
    6. You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.
    7. If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

    If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 0333 000 4966 and contact our customer support team who will be able to help.


    Before we attend any repair we will contact you to understand your current situation, and whether anything has changes since the initial appointment was booked.


    For the most up to date advice for self-isolating please visit the NHS website.

  • Current Government guidelines suggest that you should self-isolate for 12 weeks if you are considered vulnerable, for example if you are:


    1. Over 70 years old
    2. Pregnant
    3. Have some underlying health conditions

    If you would still like to book or go ahead with an existing engineer appointment, please advise the engineer on arrival. Our engineers are taking the following precautions to ensure the safety of our customers:


    1. Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
    2. Engineers will use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
    3. Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.
    4. Engineers will remain at least two meters apart from you throughout the visit.
    5. You may be asked not to enter the work area whilst the engineer is on site to maintain a 7ft or 2m distance from you or other members of the household.
    6. You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.
    7. If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

    If it’s an emergency, you will take priority. We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 0333 000 4966 and contact our customer support team who will be able to help.


    For the most up to date advice for vulnerable customers please visit the NHS website.

  • We are doing everything we can to support you during this stressful time. Every case is different, and we will do our best to help. Please call us on 0333 000 4966 and contact our customer support team who will be able to help.

  • Unfortunately, you are currently unable to book an annual service visit for your boiler unless there is a safety reason due to its age or condition.


    Looking after our customers and employees is our top priority and that’s why we’re prioritising only essential repairs for non-working laundry, refrigeration, cooking appliances and boilers.


    Don’t worry, we’ll be contacting customers as soon as it is practical to re-arrange annual services.

  • We’re doing everything we can to keep your homes running and replacement appliances are still being delivered.


    However, to protect the safety of our customers and engineers, delivery drivers may not be able to take the appliance to a certain room. We are not able to offer an installation at this time either. We always aim to do the right thing and will help customers as much as possible where it is safe to do so.


    Once your delivery is booked you will receive confirmation details from the delivery service supplier explaining how your appliance will arrive.

  • When shops reopen your claim will still be honoured and you’ll still be able to pick up your replacement in store. If you would like to discuss an alternative arrangement to organise a solution sooner, please call our Product Replacement Team on 0333 000 4966 and we’ll be able to help.