Appliance repairs

To protect the health of our staff and customers, we are following both government and industry guidelines to ensure that we continue to work safely in people’s homes.   Our team of advisors are working both at our head office and from home, so it may take longer to answer phone calls and respond to emails.   To safeguard the health of our employees and our customers, our engineers are working to a strict COVID-secure protocol.   We ask that you help us to provide the most efficient repair service we can by providing your appliance serial number and proof of purchase when registering your appliance or calling to arrange a repair.   Please read, familiarise yourself with and follow these guidelines to help us to safely carry out the repair in your home. Thank you.  
 

Engineer safe-working guidelines

The engineer is responsible for controlling the environment that they are working in and will only work where they feel they can ensure their own safety, and that of the householders.
  • The householder must declare if there is anyone in the property with coronavirus symptoms or who is shielding, self-isolating or clinically vulnerable before the engineer enters the property.
  • No work will be carried out in a household where someone is isolating or if one or more householders have symptoms of COVID-19 – unless it is to remedy a direct risk to the safety of the household.
  • If a household includes somebody who is clinically vulnerable, it is their decision whether an engineer visits to carry out a repair.
  • The engineer will have visited previous properties earlier in the day, whilst following safe-working guidelines.
  • The engineer will step back 2m before the door is answered.
  • Social distancing must be observed during the visit; a distance of 2m must be maintained between the engineer and anyone else in the property at all times.
  • Please ensure doors and windows are opened in the room where the repair is being carried out.
  • We ask that the engineer enters the property by the door closest to the repair, and that the householder opens and closes doors themselves, opening internal doors before the engineer enters the property to minimise contact.
  • The engineer will sanitise his hands before and after the visit.
  • It would be helpful if the engineer could wash and dry his hands before and after starting work, but he will also carry hand sanitiser.
When the call is finished:
  • The engineer will sign the visit off on their tablet as ‘Signed on behalf of’ the householder, to reduce physical contact.
  • We recommend that the householder sanitises surfaces when the engineer has left.
We thank you for your support as we work to keep our key services operational at this difficult time.
 

Opening hours

Our team of advisors are working both at our head office and from home, so it may take longer to answer phone calls and respond to emails.   Our opening hours are:   Open Monday – Friday 09:00-17:00 Open Saturday 09:00-13:00
 

Coronavirus (COVID-19) Statement

We want to assure our customers and retailers that we are taking sensible and necessary steps to minimise the impact and potential spread of coronavirus to, from and within our business. We are operating a COVID-secure environment and have implemented additional hygiene measures in our workplace. Our engineers, warehouse staff and delivery drivers have been provided with the essential equipment that they need to protect themselves, their families and of course our customers.   We have introduced additional disinfection routines throughout our offices and staff areas, with hygiene measures like hand sanitiser stations, disposable cups & additional canteen regulations. We have also distributed advice about the need for thorough hand washing, and have provided additional PPE for remote staff as well as tissues and wipes for everyone to use to keep themselves and their work areas protected.   We will be utilising technologies like Teams and conference calling, as well as partly working from home, to maintain service levels for our customers during this difficult time. We are protecting our team members with any underlying health conditions as best as we can and will continue to offer advice and support as required.   We continually review the protective and preventative measures we have in place on a daily basis, in line with government guidelines. The health and wellbeing of our staff is of paramount importance to our business and we will continue to take every step needed to ensure their safety. There is a procedure in place, should we experience an infection in the workplace, and we will monitor the situation very closely as it continues, adjusting our operations and behaviour accordingly.   While risk cannot be eliminated entirely, we believe that by introducing additional temporary measures to protect our workforce we can limit the risk to our valued employees, their families and the impact on our business services and customers.