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COVID-19 Information

Appliance Repairs

The health and safety of our consumers and employees is our highest priority. We are constantly monitoring the situation and act based on the latest information and UK government recommendations.


For more information on the latest government advice, please visit:


What to expect if you require a repair

We are currently prioritising essential repairs. This applies to: refrigeration appliances, washing machines, cooking appliances and dishwashers.


There are a number of steps that we are taking to ensure that our engineers are not exposed and therefore reducing the risk of passing on the virus to customers. We will ask you the following questions before making a booking to send an engineer to visit your property.

  • Are you (or anyone in your household) currently self isolating in accordance with the latest Government guidelines?
  • Have you been exposed to anyone displaying flu-like symptoms?

If the answer is 'Yes' to either of these questions, we will currently be unable to book a repair visit.

Our engineer's visit to your home

Hygiene is our primary method of prevention in customers' homes and we are therefore asking our engineers to sanitise or wash their hands before and after every repair and would ask that you provide washing facilities. Our engineers will not be asked to wear surgical gloves, as they only work as a barrier to the skin on the hands and therefore do not assist in reducing any risk of infection, but we do remind them to avoid touching their face with unwashed hands.


We are also applying a no-contact policy with customers and hope that you understand and respect these policies. We ask that you, other residents and our engineer maintain a minimum distance of 2m at all times. Please also create free access to the appliance and remove any contents from the appliance or any areas where the engineer will need to work, to avoid the need for the engineer to be touching anything within your household unnecessarily.


Our engineers are instructed not to wear surgical masks, in line with World Health Organisation advice due to the risk of the mask becoming a carrier of the virus which may be transferred to the engineer's face. This is also to ensure that masks are kept available for the priority use of the NHS.


We appreciate that the steps we are taking here may be inconvenient to you, but we hope you agree that they are necessary due to the COVID-19 outbreak. We will continue to monitor the guidance of the UK Government and the Chief Medical Officer and respond accordingly to that advice.


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Respond Services is an authorised Domestic & General repair agent
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