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Coronavirus Updates

  • 5 min read

Written by Domestic & General

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 working from home and ready to take your call. Understandably, we’re prioritising emergencies, our most vulnerable customers and NHS staff first.

Q1. My appliance isn’t 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.


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:

  • Emergency repairs
  • Vulnerable customers
  • 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.

Q2. What safety measures and PPE will be in place during a repair?

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:

  • Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
  • Engineers may use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
  • 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.
  • Engineers will observe Social Distancing Guidelines throughout the visit as much as possible. 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.
  • 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.

Q3. I am 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 or new persistent cough
  • Awaiting test results
  • Diagnosed with the Coronavirus
  • Been in contact with someone with the Coronavirus
  • Recently returned from abroad

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:

  • Over 70 years old
  • Pregnant
  • 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:

  • Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
  • Engineers may use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
  • 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.
  • Engineers will observe Social Distancing Guidelines throughout the visit as much as possible. 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.
  • 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.

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 changed since the initial appointment was booked.

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

Q4. I’m categorised as vulnerable under Government guidelines. How will this affect my repair?

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

  • Over 70 years old
  • Pregnant
  • 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:

  • Engineers are now to take a 2-step back approach once your doorbell has been rung or they have knocked on the front door.
  • Engineers may use additional personal protective equipment such as single use foot covers and gloves whilst carrying out repairs. Some engineers may also use a mask.
  • 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.
  • Engineers will observe Social Distancing Guidelines throughout the visit as much as possible. 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.
  • 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.

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.

Q5. What do I do if it’s 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.

Q6. Can I still book an annual service visit for my boiler?

Our network of Gas Safe registered engineers are now able to carry out some annual services and we’ll contact you as soon as possible 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.

 

Q7. 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. However, we’ve introduced new measures to help keep our customers and drivers safe and follow the Social Distancing Guidelines.

  • 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. 
  • Please don’t answer the door until the driver has had opportunity to step 2m away.
  • We will contact you prior to your delivery to confirm if you or a member of your household are self-isolating.
  • 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.
  • On the day of your delivery, our suppliers will contact you with an estimated delivery time either by SMS or email.

Next day delivery is available on most 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 that we are only able to make deliveries from Monday to Friday.

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

Q8. 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.


Unfortunately, we are not 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 you’ve already paid for installation of your replacement appliance, please contact us and we can arrange a refund for you.

Q9. Will you collect and recycle my old appliance?

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. If the appliance isn’t ready when we arrive, we won’t be able to collect it.


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.

 

Q10. I have received Argos vouchers for my replacement, can I still use them?

Yes, you can use your Argos vouchers online at argos.co.uk to order your replacement. Their click and collect service is still available through Argos concession stores within 300 Sainsbury’s supermarkets.

 

 

Q11. I need to make a claim and collect a replacement appliance from a store, but it’s closed. What should I do?

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.

Q12. Someone called me and told me you’re 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 “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.

Q13. Contact Us

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.

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, which you can find here.