Coronavirus update and FAQs

UPDATED 27TH MARCH 2020

The safety of our customers, engineers and staff is our highest priority. Our call centre is currently receiving high volumes of calls and we anticipate it could take you longer to get through to us.

  • Can I still report a problem, and make a claim?

    Absolutely, our customer services and claims lines are open as usual and you can reach us on 0800 085 0845 or through our social media channels.

    Did you know there are 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/

    So we can prioritise vulnerable customers and those with an emergency claim, we ask that you only call us at this time if you are making a claim. You can call the team on 0800 085 0845 or reach us on Facebook and Twitter.

  • How are we keeping our customers safe?

    In line with government guidance, we’re taking steps to minimise non-essential contact.

    That means we’ll be postponing all routine appointments – such as annual service appointments until at least the 1st May- for all customers to limit the potential exposure to coronavirus. 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 heating or hot water, please call us and we will try to find an interim solution. You can call our team on 0800 085 0845.

    For the elderly, vulnerable or self-isolating, please  inform us over the phone in the event of a claim so we can fully understand your situation. We know things are difficult for 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 taking steps to minimise non-essential contact.

    That means we’ll be postponing all routine appointments from March 23rd until May 1st – such as annual service appointments - for all customers to limit the potential exposure and spread of coronavirus.

    Once advised by the Government that it is safe 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 an emergency?

    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.

  • What are we doing to help vulnerable customers during COVID-19?

    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.

    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.

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