faq

Frequently asked questions

We’re continuing to provide repairs and replacements

An update from us on Coronavirus

At Domestic & General we recognise that the service we offer our customers is essential to keeping their homes running.

During the coming weeks, it may be more important than ever to get your appliance fixed as soon as possible and keep it working at it’s best for longer.

Our team are ready to help if and when you need us. 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 Repair & Care plan

What is Repair & Care?

Repair & Care is a maintenance and support plan for broken-down products that are no longer protected by a manufacturer’s guarantee, brought to you Domestic & General, the UK’s leading specialist warranty provider. As well as offering access to a nationwide network of expert engineers to help repair your broken appliance or boiler, Repair & Care also provides ongoing maintenance and support for the life of the plan.

Some features are different for Hoover, Candy, Whirlpool, Indesit, Hotpoint, and Cannon customers.

What appliances and boilers do you repair?

We repair all major appliances including: washing machines; dishwashers; fridge freezers; ovens; hobs; cookers (both gas and electric) and much more. We also repair boilers, including major brands such as Vaillant, Glow-worm, Heatline, Worcester Bosch, Vokera and Baxi.

Call us on 0203 481 6003 if you can’t find your appliance on our website.

What’s included in the Repair & Care plan?

The plan provides an initial repair followed by ongoing maintenance and support for your product. This support continues for the life of the plan and includes exclusive access to our Appliance Care portal. You’ll also get a remote annual health check of your appliance, or maintenance checks on your heating system if you have a boiler.

If your product fails the annual health check or stops working, then you’ll benefit from repairs by expert engineers. If your product can’t be fixed or is deemed to be beyond economic repair, then we will arrange for a replacement that has the same or similar specifications. This only applies after the initial repair. Installation costs are not included, and boiler replacements will be worth up to £750.

Some features are different for Hoover, Candy, Whirlpool, Indesit, Hotpoint, and Cannon customers.

Booking a repair

How do I book an engineer visit?

If you'd like to book an engineer visit, please call the number below. If you've already booked a visit and would like to change it, please contact us using the number on your booking confirmation email.

Call our service team FREE to request a repair:

0203 481 6003*

Existing customers, call:

0800 561 4493*

*Lines are open 24 hours a day, 7 days a week. Calls will cost you no more than calls to 01 or 02 numbers from landlines and mobiles. If you get inclusive minutes with your package, calls to 0333 numbers may be part of these.

Can I still book a repair during the current Coronavirus pandemic?

Yes, you can still book a repair and benefit from a Repair & Care plan. Just call 0808 163 5633 and we’ll be happy to help.

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.

We’re still offering repairs for all appliances that we cover. Understandably, we’re prioritising emergencies, our most vulnerable customers and NHS staff first, so there may be a slight delay in providing these services at this time.

If I need to book a repair, what measures are in place to ensure my safety?

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.

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, please call 0808 163 5633 and we’ll do our best to help.

Before we attend any repair we will contact you to understand your current situation, and whether anything has changes since the initial appointment was booked.

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

I’m categorised as vulnerable under current 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. Just call 0808 163 5633 and we’ll be happy to help and explain all of your options.

For the most up to date advice for vulnerable customers please visit the NHS website.

What happens when I call?

We will ask for your name and contact details before giving you the choice between a one-off repair and a Repair & Care plan. Our agent will then run through the main terms and conditions of your chosen option, as well as the available methods of payment.

When you pay by Direct Debit, you are protected by the Direct Debit guarantee. Your plan will also automatically renew each year, ensuring there’s no break in care.

Who will repair my appliance and what happens if the engineer is unable to repair my product’s initial fault

Our nationwide network of almost 3,000 expert engineers bring a wealth of experience in fixing home appliances and boilers.

If you have chosen our Repair & Care plan and the engineer a) is unable repair the initial breakdown or b) deems your product to be beyond economic repair, then we will give you a full refund.

Repair & Care Gold customers

What happens if I’m on the Repair & Care Gold plan and my appliance can’t be repaired?

If you’re on the Repair & Care Gold plan and have a Hoover or Candy appliance, you’ll also benefit from a separate insurance policy which is provided by Domestic & General Insurance PLC. This policy will provide you with a replacement appliance if yours can’t be fixed during initial repair under your maintenance and support plan. It will also protect your repaired or replacement appliance against accidental damage.

Visit our separate Gold insurance policy page for full details on how this works.

Payments and discounts

How can I pay for Repair & Care?

You can pay the fee by credit card or debit card in advance. There is also the option to pay monthly by Direct Debit over the length of the plan.*

When you pay by Direct Debit you are protected by the Direct Debit Guarantee. Plus, your plan will automatically renew each year, ensuring there’s no break in protection.

*Direct Debit is the only payment option for Vaillant, Glow-worm and Heatline when choosing the Repair & Protect service plan.

Are there any hidden costs?

Our Repair & Care plan features a fixed monthly price with the option to pay by Direct Debit (for some brands Direct Debit is the only available payment method).

There’s nothing to pay if we can’t fix the initial fault. However, if your appliance has a fault after the initial repair is completed and we decide to replace it, you may have to pay an installation charge.

How does ‘no fix, no fee’ work?

As part of the Repair & Care plan, if we can’t fix your initial fault – or your product is deemed to be beyond economic repair at that point – then we’ll give you a full refund.

Call us today to discuss the best option for you

It’s your call

0203 481 6003

Existing Domestic & General customers

call 0800 561 4493

Covid-19 Update

It’s important that you know how you can rely on Repair & Care. We’re still here to help and are taking steps to keep everyone safe. Visit our Covid-19 FAQs

What customers say about Domestic & General and our services: