Coronavirus FAQs

If you suffer an emergency breakdown which is covered under your home emergency policy, you should still get in touch with us as normal within 48 hours of the emergency occurring.

Our claims team will be asking you a series of questions regarding your health before we send out an engineer and we’ll be asking our engineers the same questions to ensure everyone stays as safe as possible, Similarly, if our engineers attend your property and feel that either your health or their health may be impacted if the appointment were to go ahead, they may delay this.

We’re working hard to ensure we can help people who aren’t self-isolating and experience an emergency, but please let us know if you think you could be at risk so we can take proper safety precautions. Contact our claims team and we’ll do our best to find a way to help.

The safety of both our customers and our engineers is our highest priority. If someone in your house is self-isolating and it’s not an emergency, then we’ll rearrange for an engineer to attend after the recommended self-isolation period is over.

If it is an emergency and we can’t attend due to a member of your household self-isolating, we are offering a video-call service where possible, for plumbing and heating issues. This may include showing you how to reset or re-pressure your boiler or isolate a leaking toilet/sink. Please call the claims line as normal (within 48 hours) to report your issue and we’ll do our best to help.

If your home emergency cover includes non-emergency call outs and you have a problem which is not an emergency, we will be able to offer support and advice over the phone. However, we will be reserving our engineers for emergency call outs only.

We’ll only reschedule appointments if it’s unavoidable and we’ll always let you know in advance. If you don’t hear from us, you can assume your appointment is going ahead as planned. We’ll do our best to offer you the same level of support you usually get, but there are challenging times ahead. We may be short-staffed at times if engineers need to self-isolate. If that happens, we may have to prioritise emergency cases over routine appointments.

No, it won’t. We’re having to postpone all boiler services until further notice. This frees up our engineers to focus on emergency call outs and falls in line with government advice to implement social distancing where possible.

If you have an appliance which breaks down, you can log your claim online within 72 hours of the issue occurring.

We’ll do our best to send an engineer at the earliest opportunity but if you’re self-isolating, we’ll arrange an engineer to attend after the recommended self-isolation period is over.

We may experience a high volume of calls due to the impact of Coronavirus (COVID-19) and so that we can better assist you, please only phone if you have a query that requires an answer urgently. If you have a non-urgent query, please contact us via live chat or email and we’ll get back to you as soon as possible.

In the event of a government imposed ‘lockdown’, our services may be reduced so please bear with us during these uncertain times. If you need to make any changes to your policy at this point, you would need to contact us via live chat or email.

The safety of both our customers and engineers is our top priority so we've put safeguards in place to ensure everyone is kept safe while social distancing.

Before we book your engineer's appointment

We'll ask you a series of questions regarding your health before we send out an engineer and we'll be asking our engineers the same questions to ensure everyone stays as safe as possible.

On the day

Our engineers will take extra precautions on the day of your appointment, including:

• Handwashing before, during and after their visit

• Wearing PPE (personal protective equipment)

• Not asking you to sign anything (our engineers will instead ask for your verbal confirmation and sign on your behalf)

• Social distancing: we ask that you stay in a different room (or maintain a 2 meter distance) from our engineers

If you’re experiencing a non-emergency problem, you may be able to fix it yourself. Follow our how-to guides for more information (please note, we can only give you basic advice to do the job yourself – make sure you have the right tools and protective equipment to avoid hurting yourself or damaging your home).

• How to descale your boiler

• How to bleed your radiators

• How to unblock your sink

• How to unblock your toilet

• How to fix a leaking tap

• How to repair a blown fuse