Last modified: December 2021
Weâre continuing to safely provide repairs and replacements
The safety of our customers and engineers is important to us, so we're following Government guidelines, maintaining social distancing and taking the correct precautions.
Please be aware we are currently experiencing extremely high demand in our Contact Centre due to the impact of Coronavirus.
Itâs quick and easy to book, track and manage your claim online. You also have access to maintenance hints, tips and troubleshooting to help you fix more simple errors yourself.
Please read our frequently asked questions before you call us. Alternatively, if you do need to call us, weâre busiest between 10am and 2pm, so calling outside of these times will help us answer your call quicker.
My appliance isnât working, can I still book a repair?
Yes, you can still book a repair. You can do this online here and do not need to call us as availability will be the same online.
We recognise that the service we offer our customers is essential to keeping their homes running. Weâre still following the governmentâs advice and will continue to work closely with our dedicated partners so that we can help our customers safely.
Weâre still offering repairs for all appliances that we cover and we will prioritise:
- Emergency repairs
- Vulnerable customers
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.
If I need to book a repair, what safety measures will be in place?
We have several 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:
- Engineers will observe the latest social distancing guidelines throughout the visit as much as possible.
- Engineers are required to use single use personal protective equipment whilst carrying out repairs.
- Engineers are required to ask en-route if anyone in the property is self-isolating.
- 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.
- Please open windows to ventilate the work area before your engineer arrives at your property and ensure you remain clear of the workspace for the duration of the visit.
- We ask that you sanitise the work area before engineers arrive.
- Visit www.worksafesafework.info to see a three-part guide that will help you know what to do before, during and after your engineer visit.
- 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.
- If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.
- Any goods taken to a central location for repair will be sterilised on the way in and out of the repair process.
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.
I'm currently self-isolating, how will this affect my repair?
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:
- Symptoms of the Coronavirus such as a high temperature, new persistent cough or loss of taste/smell
- Awaiting test results
- Diagnosed with the Coronavirus
- Been in contact with someone with the Coronavirus
- Told to by the NHS Track & Trace service
- Recently returned from abroad â 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 itâs 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.
Iâm categorised as vulnerable, how will this affect my repair?
If you are self-isolating or shielding because youâre 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:
- Engineers will observe the latest social distancing guidelines throughout the visit as much as possible.
- Engineers are required to use single use personal protective equipment whilst carrying out repairs.
- Engineers are required to ask en-route if anyone in the property is self-isolating.
- 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.
- Please open windows to ventilate the work area before your engineer arrives at your property and ensure you remain clear of the workspace for the duration of the visit.
- We ask that you sanitise the work area before engineers arrive.
- Visit www.worksafesafework.info to see a three-part guide that will help you know what to do before, during and after your engineer visit.
- 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.
- If you need to sign a Health & Safety Notice or disclaimer, a paper copy may be used and photographed for evidence.
- Any goods taken to a central location for repair will be sterilised on the way in and out of the repair process.
If itâs 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.
What do I do if itâs an emergency?
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.
Can I still get an annual service for my boiler?
Our network of Gas Safe registered engineers are able to carry out annual services and weâll contact you to arrange it. For the latest information please visit your manufacturerâs website.
Any delay does not invalidate or affect your plan or policy.
Please be aware that winter is one of our busiest periods for boiler repairs and annual service requests.
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.
Can I still order my replacement appliance or product?
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, weâll be in touch shortly to let you know what the next steps are, but please be aware that weâre experiencing some delays processing replacements due to the impact the Coronavirus has had on demand.
Rest assured, you will receive a replacement or have your appliance repaired shortly. In the meantime, thank you for your patience and understanding.
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.
I need my replacement appliance to be installed, is this included?
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. If weâve 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.
Will you collect and recycle my old appliance?
Yes, if you have paid for disposal of your old appliance, weâll do this at the same time we deliver your replacement appliance. So that our drivers can follow the social distancing guidelines, youâll need to have your old appliance ready for collection â 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, youâll see this on the right-hand side of the online replacement website. If it is not there, then unfortunately weâll be unable to remove your old appliance for recycling.
I have received Argos vouchers for my replacement, can I still use them?
Yes, you can use your Argos vouchers in-store and online at www.argos.co.uk to order your replacement. Their click and collect service is also available through Argos concession stores within 300 Sainsburyâs supermarkets.
How do I get a replacement if my local store is closed?
If your local store has closed permanently, you can pick up your replacement from a different branch. 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 weâll 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.
Someone called me and told me youâre closed, is that true?
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 âtaking over from Domestic & Generalâ or that âD&G have gone bust because of COVID-19â.
Rest assured that is not true.
These can be so called ârogue tradersâ, 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 âphishingâ conversations. For more help and advice about rogue traders or scams, you can read our specific FAQs about this.
Please be diligent. 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.
Contact us
Wherever possible our contact centre teams are continuing to work from home. This enables us to keep helping customers, but it may mean that you experience longer hold times than usual.
While many restrictions have been lifted, there may be some instances where we will have to react accordingly to the latest government advice. Donât worry if this affects you, we will be in contact with you directly to rearrange.
If you havenât been able to find what youâre 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.
If you are a vulnerable customer or work for then NHS 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.