Coronavirus update and FAQs

UPDATED 4TH JUNE 2020

The safety of our customers, engineers and staff is our highest priority. During this difficult time we're working hard to prioritise vulnerable customers and emergencies.

  • Can I still make a claim?

    Absolutely, our customer services and claims lines are open as usual. So we can prioritise vulnerable customers and those with emergencies, if you have a non-urgent question please reach us through our social media channels: Facebook and Twitter. Or check our handy guides available to help diagnose and get you up and running quickly without the need to call and raise a claim. Check out our guides here https://www.corgihomeplan.co.uk/advice/

    If you have an emergency and need to make a claim, you can reach us on 0800 085 0845.

  • How are we keeping our customers safe?

    In line with government guidance, we’re restarting boiler servicing, repairs and boiler installs as of Wednesday May 13th in England. In Scotland and Wales we will continue to support customers with essential repairs and installs only until revised policy is announced in these countries.

    That means we’ll continue to postpone routine appointments – such as annual service appointments - for all customers in Scotland and Wales. We will continue to deal with claims on a priority basis, looking after the needs of our most vulnerable customers first.

    We recognise that heating, hot water, plumbing and drainage, and home electrical systems are essential for customer health and sanitation. As such we will continue to deal with these claims.

    For any claim, where possible we will try to fix the problem over the phone via our dedicated specialists, so that we can protect the health and safety of our customers and engineers.

    When we are unable to fix the problem over the phone and an engineer is required to attend, we need to ensure that the household is safe for our engineer to do so. Our staff and engineers will ask if:

    • You or anyone in your home has been diagnosed with coronavirus.
    • You or anyone in your home is showing signs of any symptoms of coronavirus. If you’re unsure of coronavirus symptoms, you can find out more here.

    In the event of the above, we will be unable to deploy an engineer until day 14 of your isolation period has ended. This is for the engineer’s safety and any other members of the public the engineer will come into contact with.

    If you have been diagnosed with coronavirus or are showing symptoms and are without heat or hot water, please call us and we will endeavour to find an interim solution. You can call our team on 0800 085 0845.

    For the elderly, vulnerable or self-isolating, we do ask that you inform us over the phone in the event of a claim so we can fully understand your situation. We know things are difficult for vulnerable customers who need to self-isolate. We will continue to prioritise vulnerable customers as we always do.

    When our engineer is due to attend they will call you to confirm their attendance and to check if any of your circumstances have changed. If they have, their visit may need to be rescheduled until day 14 of your isolation period has ended. If this happens, please call our team on 0800 085 0845 and we will discuss possible interim solutions if you are without heat.


    To help stop the spread of the virus, we advise our customers to take the following precautions:

    • Wash hands often - with soap and water for at least 20 seconds
    • Take extra precautions and use anti bacterial wipes and gel when appropriate or available
    • Do not shake hands with engineers entering your home
    • Do not share cups, glasses, plates and cutlery - that means not offering our engineers any refreshments whilst in the home
    • Remain at least 7ft/2m apart'
    • Open any doors or windows near your boiler whilst the work is being carried out

    We kindly ask all our customers to ensure the areas that our engineers are required to work are kept as sanitary as possible.

  • I’m due my annual service, will this still go ahead?

    In line with government guidance, we’re restarting boiler servicing, repairs and boiler installs as of Wednesday May 13th in England. As usual, you will be contacted when your service is due to arrange a suitable date and time. If you would prefer to postpone your boiler service until later in the year, please inform the engineer and it can be booked in for a later date.

    In Scotland and Wales we will continue to support customers with essential repairs and installs only until revised policy is announced in these countries.

    That means we’ll continue to postpone routine appointments – such as annual service appointments - for all customers in Scotland and Wales.

    Once advised by the Government to continue our routine appointments we will be in touch to reschedule your annual boiler service.

    If your annual service is yet to be scheduled, when your annual boiler service is due, a member of our team will be in touch - there is no need for you to call us to book this in.

    We hope you understand and we appreciate your patience.

    Please note: The delay of your annual service will not affect your ability to claim.

  • What if I have an emergency?

    If you and your household are healthy, no one has symptoms of coronavirus and you have an emergency such as an uncontrollable water leak or loss of heating, we will deal with your emergency as normal.

    If you or anyone in your household has symptoms of coronavirus and have an emergency, please call our team on 0800 085 0845 who are on standby to help. The safety and wellbeing of our customers and network of engineers is paramount and we will do our utmost to help all of our customers.

  • What are we doing to help vulnerable customers during coronavirus?

    We know things are difficult for vulnerable customers who need to self-isolate. We will continue to prioritise vulnerable customers as we always do.

  • What if I have COVID19 and have a problem?

    Where possible we will try to fix the problem over the phone with our specialist technical team.

    When we are unable to fix the problem over the phone and an engineer is required to attend, we need to ensure that the household is safe for our engineer to attend and to limit the spread of coronavirus. If you or anyone in your home has been diagnosed with or showing signs and symptoms of coronavirus we will be unable to deploy an engineer until day 14 of your isolation period has ended. This is for the engineer’s safety and the safety of others the engineer will come into contact with.

    If you are without heat or have another emergency and you or someone in your home has symptoms, please call us on 0800 045 0845 and we will do our best to find an interim solution to help you.

    We know things are difficult for vulnerable customers who need to self-isolate. Our team is ready to help - please call us on 0800 045 0845.

  • Will customer services be impacted by the furloughing of some employees?

    No, we want you to know that we’re still here to support you. Since Coronavirus hit, we’ve made a number of changes to our services to help prioritise the vulnerable, and those at risk of power loss. (You can read about that in our FAQs on this page). There won’t be any extra changes to our service as a result of this really difficult decision. We’re very much still here for you.

  • I'm worried about being able to pay for my CORGI HomePlan Boiler and Home Emergency cover due to coronavirus. What can I do?

    We know that this is a really tough time for so many of us, and we don't want CORGI HomePlan to be another thing on your list to worry about. If you're struggling to pay for CORGI HomePlan, please call us on 0800 085 0845 and we'll do everything we can to help.

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