faq

Frequently asked questions

We’re continuing to provide repairs and replacements

An update from us on Coronavirus

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.

Please read our FAQ’s before you call us:

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.

How will localised lockdown effect my repair or replacement?

We are still able to offer repairs and replacements for our customers nationwide and our engineers are taking the following precautions to ensure the safety of our customers:

  • Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • 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.

  • 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.

However, localised lockdowns may affect whether our engineers are able to install your new appliance. We always aim to do the right thing and will help customers as much as possible where it is safe to do so. If we’ve been unable to install your appliance but you have paid for installation, please call 0808 163 5633 to arrange a refund.

If you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

Please also check the Government website for the latest information about which areas are affected by local lockdowns.

What measures and PPE will be in place if I need to book a repair to ensure my safety during the pandemic?

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 will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • 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.

  • 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 you have any concerns or questions, please raise them when you book your appointment or delivery, or when the engineer calls ahead of the visit.

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 – for the latest travel advise please visit the Government website.

In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.

If you already have an engineer appointment arranged, please call the engineer or Repair Agent directly before their visit to rearrange your appointment for after the self-isolation period. You can find their phone number on your confirmation email.

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 0808 163 5633 and contact our customer support team who will be able to help.

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?

If you are self-isolating or shielding because you are a vulnerable customer, you can still book a repair or replacement. When you do so, please make sure you tell our customer care team that you are a vulnerable customer.

Our engineers are taking the following precautions to ensure the safety of our customers:

  • Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.

  • Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.

  • 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.

  • 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 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.

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 0808 163 5633 and contact our customer support team who will be able to help.

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: