juan and the service team

D&G Service and Salute the NHS

  • 3 min read

Written by Domestic & General

Hi Juan, please introduce yourself...

Hey my name is Juan and I’m the Service Director for Domestic & General. Together with my team, we manage over 2.5 million repairs per year that are completed by our service providers & partners. 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. All the hard work is rewarded when your issues are resolved, and we can make these testing times even slightly easier.

Over the last 8 weeks…
Although at the start of 2020 COVID-19 was thought of as a ‘distant threat’, by the end of February it became apparent that it would soon become a reality. Quickly we focused on developing the various contingency plans required to ensure that we were able to continue providing a service, especially for you our customers and key workers.

Both D&G and our partners had a lot of work to do, transferring contact centres to working from home in a matter of days, developing and rolling out new procedures in line with social distancing for the 9,200 UK engineer base, as well as updating all our comms and keeping our customers informed throughout.

The repair of appliances is considered an ‘essential service’ and as such our engineers are registered as ‘key workers’. 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. If you have more questions around COVID and what we are doing, please do have a read of our FAQs here.

Like many other companies, we wanted to do more to help during the current climate. Many of us will be feeling the impact of COVID-19 and we all must play a part in fighting the pandemic. As the critical NHS frontline workers continue to fight the virus, it also means keeping them properly fed and healthy throughout their long shifts. A few weeks back we partnered with Salute the NHS, a not-for-profit initiative that has an ambitious goal to serve 1 million free meals over 3 months to the vital NHS frontline.

We provided a dedicated team of colleagues to take donations and queries from individuals, companies and charities. We are proud to announce that to date 500,000 meal packs, 3.5 million food products and 22,000 personal care packs have been delivered to the NHS frontline. This is an amazing achievement on its own but the job isn't finished yet and we are on track to hit one million meal packs in July.

For more information please visit Salute the NHS, to donate call us on 0800 497 0797 or visit the Just Giving page here.

What’s next…
As quarantine measures slowly relax, we are looking at what the next few weeks and months will look like. We will continue to put health and safety at the heart of our processes and procedures.

Please do continue to book repairs online anytime or phone one of our call centre team on 0333 000 4966 who is ready to take your call. We’re busiest between 10 am and 2 pm, so calling outside of these times will help us answer your call quicker.

You can also contact us on Facebook or Twitter, where our social team will be happy to help. Understandably, we’re prioritising emergencies, our most vulnerable customers and NHS staff first.