Covid-19 Frequently Asked Questions

HOW WE'RE SUPPORTING AND PROTECTING CUSTOMERS AND COLLEAGUES

We're here to help if you need us

We’re working hard to serve our customers and keep everyone safe during the coronavirus pandemic. We’re also keeping an eye on local lockdown restrictions and adjusting our services as needed. If your area is affected by a local lockdown, you can find out more about the services we’re able to offer you in the FAQs below.

IMPORTANT:  We're always here to help with emergencies. But if there's anyone in your home who's shielding, self-isolating or has Covid-19 symptoms, we can't offer non-urgent appointments – like service visits – until official guidance changes. Please help us all stay safe and cancel or reschedule  any non-urgent appointments you’ve booked if anyone in your household develops symptoms in the two weeks before your appointment.

We’re busier than usual, so if you can do what you need to online via our live chat. And it’ll help keep our lines free for vulnerable customers and emergencies.

Need help? It’s quick and easy to start a live chat. Just click the 'Live Chat Now' button on our Contact Us page.

How are your services affected by the local lockdowns?

At the moment, we're able to offer a full range of repair, service and installation appointments to customers across the UK – including in areas affected by local lockdowns. But we’re constantly monitoring the latest guidance and will update this FAQ if things change. However, if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we're due to visit you for an appointment, please cancel or reschedule it for another time.

It’s easy to cancel or reschedule your appointment by calling 0800 678 5271.  

Can I book my Annual Service Visit yet?

Government restrictions meant that we had to cancel service visits for customers due to Covid-19 – but we’re working really hard to catch up as fast as we can. Over the next few weeks, we’ll be inviting customers who missed their service visit earlier this year to book an appointment, as well as customers due for a service visit this June or July.

Please wait for us to get in touch – you don’t need to contact us. We hope to offer service visits to any customer who wants one in the near future, but please bear with us for now. Thanks for understanding.

I have an appointment booked but I think I could be at risk of Covid-19

Keeping everyone safe is our top priority. So if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit, it’s really important to cancel or reschedule your appointment online by calling 0800 678 5271.

What are you doing to help vulnerable customers?

Supporting and protecting vulnerable customers is very important to us. So we’ve put systems in place to make sure their calls get through sooner and their needs are treated as high priority.  

I'm worried about paying my bills

We’re here for you. If you're struggling, please let us know by calling 0800 678 5271 Monday to Friday, 9am-6pm to discuss your options.

How are you supporting customers facing financial hardship due to Covid-19?

There are lots of ways we can help keep your home covered – there’s no need to cancel your agreement. Just give us a call on 0800 678 5271 or start a live chat and we’ll try to find a way to help that works for you.