Frequently asked questions

Repairs

An update from us on Coronavirus (COVID-19)

We know you may be relying on your appliances more than usual. The safety of our customers and engineers is our top priority, so we’re continuing to follow Government guidance and take the correct precautions.

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.

If we have recently been unable to fix your appliance, please be aware that we are experiencing some delays processing replacements. Rest assured, you will receive a new appliance or have yours repaired shortly. In the meantime, thank you for your patience and understanding.

Visit our Covid-19 FAQs for more information
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For general enquiries about repairs, please look at our frequently asked questions:

  • You can request a repair by logging into My Account. If you don't have an account, you can create one here.


    In most cases, we'll approve your repair immediately so you can quickly book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won't even see a bill.

  • No, you can request as many repairs as you need while your plan is valid.

  • Unfortunately, on occasion, we are unable to book certain repair requests online. This may be because we do not have full visibility of the service supplier's calendar, and contacting them directly is the best way for you to book a suitable repair slot.


    It could also be that the fault you have reported is not covered in the terms and conditions of your plan. Please check your plan documents to see if this is the case.


    If you'd like to find out why your repair couldn't be booked online, please contact us.

  • Most plans do not have set limits on repairs (except for heating plans, which come with a total annual limit of £750 or £1,500).


    However, if a repair is estimated to cost more than a set authority limit, the engineer will call us to get authorisation before going ahead with the work. This limit will be shown on your plan documents.

  • If we decide your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.


    Don’t worry, 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.


    Where it would normally take 48 hours, it’s now taking us up to 4 days to provide customers with replacement options which you will receive by either email or SMS. We’re doing everything we can to get these options to 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.


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


    For more information about replacements, please click here.


    If we replace your appliance, you may need to pay delivery and installation fees, plus any remaining plan payments. Please check your plan terms and conditions for more information.


    For more information see our Covid-19 FAQs.

    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 the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.


    We are currently receiving an extremely high volume of calls as well as continuing to carry out thousands of repairs and replacements every day. If we have recently been unable to fix your appliance, please be aware that we are experiencing some delays. You should normally hear from them or us within 48 hours but at the moment it may take up to 4 days.


    Rest assured, you will receive a new appliance or have yours repaired shortly. In the meantime, thank you for your patience and understanding.


    For more information see our Covid-19 FAQs.

  • Only if we advise you to. The work of our engineers is monitored and guaranteed, and we ensure they carry public liability insurance. That’s why we prefer all repairs to be carried out by our approved engineers.