Frequently asked questions

Coronavirus Update

Posted: October 2020


We’re continuing to provide repairs and replacements


We know you may be relying on your appliances more than usual during this challenging time. That’s why we remain committed to providing help when you need it.


The safety of our customers and engineers is our top priority so we’re following Government guidelines and taking the correct precautions. We’re proud of the way our teams have adapted to the new normal and our nationwide network of expert engineers continue to provide thousands of repairs and replacements every day.


You can book a repair online anytime or phone one of our call centre team who are still working from home and ready to take your call. We’re doing everything we can to help you as quickly as possible and are recruiting more people for our call centre team at the moment too. We’re busiest between 10am and 2pm, so calling outside of these times will help us answer your call quicker.


If we were recently unable to fix your appliance, please be aware that we’re experiencing some delays processing replacements. Rest assured, we will be in touch with you within 4 days from when your engineer visited. Understandably, we’re prioritising emergencies, our most vulnerable customers and NHS staff first.


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

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. Emergency repairs
    2. Vulnerable customers
    3. NHS Staff

    We’re still offering repairs for all appliances that we cover, but there may be a slight delay in providing this service because we are prioritising the above categories.


    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.

  • We are still able to offer repairs and replacements for our customers nationwide and our engineers are taking the following precautions to ensure the safety of our customers:


    1. Engineers will observe the latest Social Distancing Guidelines and PPE recommendations throughout the visit as much as possible.
    2. 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.
    3. 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.
    4. If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

    However, localised lockdowns may affect whether our engineers are able to install your new appliance, it may also impact deliveries. We always aim to do the right thing and will help customers as much as possible where it is safe to do so. If we’ve been unable to install your new appliance or dispose of your old one but you have paid for this service, please call us on 0333 000 4966 to arrange a refund.


    Please also be aware that we’re currently experiencing some delays in processing replacements. Where it would normally take 48 hours, it’s now taking us up to 4 days to provide customers with replacement options by email and SMS. We’re doing everything we can to contact you as quickly as possible.


    If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.


    Please also check the Government website for the latest information about which areas are affected by local lockdowns.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Following the developing situation of the Coronavirus and with advice from the Government, we have measures in place to help keep our customers and engineers safe.


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


    1. Engineers will observe the latest Social Distancing Guidelines and PPE recommendations throughout the visit as much as possible.
    2. 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.
    3. 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.
    4. If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.

    If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

  • 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. Told to by the NHS Track & Trace service
    6. Recently returned from abroad – for the latest travel advise please visit the Government website

    In these cases, please book a repair when the recommended self-isolation period due to infection is over. For the most up to date advice for self-isolating please visit the NHS website.


    If you already have an engineer appointment arranged, please call the engineer or Repair Agent directly before their visit to rearrange your appointment for after the self-isolation period. You can find their phone number on your confirmation email.


    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.


    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • If you are self-isolating or shielding because you’re a vulnerable customer, you can still book a repair or replacement. When you do so, please make sure you tell our customer care team that you are a vulnerable customer.


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


    1. Engineers will observe the latest Social Distancing Guidelines and PPE recommendations throughout the visit as much as possible.
    2. 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.
    3. 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.
    4. 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.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • 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.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Our network of Gas Safe registered engineers are able to carry out annual services and we’ll contact you to arrange it. For the latest information please visit your manufacturer’s website.


    Any delay does not invalidate or affect your plan or policy. Please also be aware that we’re prioritising older boilers and overdue annual services.


    If you have safety concerns about your boiler due to its age or condition, please call us on 0333 000 4966 and contact our customer support team who will be able to help.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Yes, you are still able to order a replacement appliance or product and we are still carrying out deliveries.


    If we were recently unable to fix your appliance, we’ll be in touch shortly to let you know what the next steps are, but please be aware that we’re experiencing some delays processing replacements due to the impact the Coronavirus has had on demand.


    Normally, we would be able to contact you and process your write off within 48 hours, however during this time it takes up to 4 days to receive your replacement options via email and SMS. We’re doing everything we can to contact you as quickly as possible.


    Our phone lines are very busy at the moment, so please don’t call us before it’s been 4 days since your engineer’s visit unless you are a vulnerable customer. Rest assured, you will receive a replacement or have your appliance repaired shortly. In the meantime, thank you for your patience and understanding.


    Next day delivery is available on some replacements, however due to the current situation the cut off has changed and your order will now need to be placed before 12pm. Unfortunately, orders placed after that time will be delivered the following business day. Please also be aware not all of our suppliers are able to deliver 7 days a week and may be impacted by local lockdowns.


    Visit the Government website for the latest information about which areas are affected by local lockdowns.


    We have measures in place to help keep our customers and drivers safe, and following the latest Social Distancing Guidelines.


    1. We’ll deliver your replacement appliance or product to your front door. We always aim to do the right thing and will help customers as much as possible where it is safe to do so.
    2. You’ll be contacted prior to your delivery to confirm if you or a member of your household are self-isolating.
    3. If you or a member of your household are self-isolating, we’ll offer you a delivery to your doorstep or re-arrange delivery for a later date.
    4. On the day of your delivery, our suppliers will contact you with an estimated delivery time either by SMS or email.

    If you are a vulnerable customer and have any concerns, please call us on 0333 000 4966.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Installation is not automatically included as part of your policy or plan. Please read your plan or policy documents for further information.


    In most cases it can be added to your replacement order, but a charge will apply. But please be aware that unfortunately, not all of our suppliers are able to offer an installation at this time. We always aim to do the right thing and will help customers as much as possible where it is safe to do so.


    Please be aware that installations might be restricted within local lockdown areas. Visit the Government website for the latest information about which areas are affected by local lockdowns. If we’ve been unable to install your appliance but you have paid for installation, please call us on 0333 000 4966 to arrange a refund.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Yes, if you have paid for disposal of your old appliance, we’ll do this at the same time we deliver your replacement appliance. So that our drivers can follow the Social Distancing Guidelines, you’ll need to have your old appliance ready for collection – either by your front door or outside the front of your home.


    Some of our suppliers are still able to recycle your old appliance. If this option is available, you’ll see this on the right-hand side of the online replacement website. If it is not there, then unfortunately we’ll be unable to remove your old appliance for recycling.

  • If your local Argos store is not open, you can always use your Argos vouchers online at www.argos.co.uk to order your replacement. Their click and collect service is still available through Argos concession stores within 300 Sainsbury’s supermarkets.

  • 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.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • An increasing number of customers have informed us that they have received a call from someone claiming to be from Domestic & General or D&G, or similar-sounding company names. Sometimes the caller may claim that they are “taking over from Domestic & General” or that “D&G have gone bust because of COVID-19”.


    Rest assured that is not true.


    These can be so called ‘rogue traders’, intent on selling you an alternative or fake plan in place of your Domestic & General plan or gaining bank account details or money from you through ‘phishing’ conversations. For more help and advice about rogue traders or scams, you can read our specific FAQs about this.


    Please be diligent, especially during this time of uncertainty. If you have any doubts about whether the call is from Domestic & General or not, please terminate the call and contact us directly on 0333 000 4966.


    We are still taking care of repairs and replacements for our customers and our team are ready to help if and when you need us.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • We understand this a challenging time for many, and you may be relying on your appliances more than usual. That’s why we’re committed to doing everything we can to help you stay protected.


    If you are struggling to make your monthly payments due to Covid-19 and you’d like to discuss your plan/policy, please call us on 0800 597 8605 and we will do everything we can to help you.


    In the meantime, avoid cancelling your Direct Debit with your bank as this may affect your cover.

  • 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 currently receiving extremely high volume of calls and are doing our best to speak to customers as quickly as possible, as well as continuing to carry out thousands of repairs and replacements every day. We’re busiest between 10am and 2pm, so calling outside of these times will help us answer your call quicker.


    If you haven’t been able to find what you’re looking for in our FAQs, please visit our Contact us page for more support or ask us questions using our Chatbot by clicking the speech bubble icon on the bottom right hand side of this page.