Coronavirus Information for Customers
Coronavirus information for our customer
Due to government advice
all BrightHouse stores are closed until further notice
Unfortunately we have taken the decision to close all BrightHouse stores in response to the latest Government guidance on managing the coronavirus outbreak.
Closing our stores is unprecedented and we know you will have many questions regarding your account. Please bear with us whilst we build capacity in our business to be able to serve you remotely. We are experiencing extremely high call volumes. Please do not call unless your enquiry is urgent. This will enable us to deal with calls from our most vulnerable customers who really need our help. We thank you for your patience.
In the meantime we want to re-assure you that at this difficult time we are doing everything we can to ensure that you are supported. Products will remain available for your use, our Customer Account Advisors will not make any home visits, and in the event that you are unable to make a payment there will be no additional interest charged or late fees applied. We will work with the Credit Bureaus to ensure that your credit score is protected.
Please be sure to follow recent Government advice to keep yourselves, your friends and your family safe.
For health information and advice, read NHS pages on Coronavirus.
Learn about the government response to Coronavirus on GOV.UK.
Our Stores & Online
Our first priority is the health and wellbeing of our customers, colleagues and the general public. We apologise for any inconvenience this closure causes you and we will re-open the store as soon as it is responsible to do so.
No. Unfortunately you will not be able to make purchase online. Our stores are heavily involved in completing your transaction including, the verification of documents of some of our online customers and arranging deliveries.
Without this network in operation it will not be possible to serve customers online, but you will still be able to make payments through our remote payment channels, please contact us via our contact us page.
At this moment in time we are experiencing extremely high call volumes. Please do not call unless your enquiry is urgent. This will enable us to deal with calls from our most vulnerable customers who really need our help. Please bear with us whilst we build capacity in our business to be able to serve you remotely.
We thank you for your patience.
All store colleagues who are available to work will be asked to work remotely to assist you managing your account. We are working hard on giving the store teams the tools to be able to assist you remotely. So please bear with us during this period of transition and thank you for your patience.
We already have a number of easy ways to pay your account as well as an online form for warranty claims to reduce the need for you to contact your local store. At the moment we are working hard to build the capability for our store colleagues to handle customer calls and account queries remotely. On this page there are a number of self-help answers to your frequently asked questions but if you cannot find the answer to your question and it is of an urgent nature then please visit www.brighthouse.co.uk/contact-us and complete the online form and we will do our best to respond to your query as soon as we can.
Payments & Forbearance
Yes. We have range of options that you can use to make your regular payments. Please visit our payments section to find other ways to pay.
Yes. We have a number of easy ways to pay without you having to leave your home or if you want to pay in cash you can pay via PayPoint at one of 28,000 locations local to you. For more information on easy ways to pay click here.
We appreciate the current situation will be very difficult for some of our customers. If you find yourself unable to pay please contact us by visiting www.brighthouse.co.uk/contact-us and completing the online form, or call us on 0800 526 069 and press option 2. In the meantime you will not be charged any late fees, interest on late payments or lose the use of your product during this difficult time.
Due to government advice all BrightHouse stores are closed until further notice, which means you will not be able to make cash payments in our stores. We have a number of easy ways to pay without you having to leave your home or if you want to pay in cash you can pay via PayPoint at one of 28,000 locations local to you. For more information on easy ways to pay click here.
In the event that you are unable to make a payment there will be no additional interest charged or late fees applied. We will work with the Credit Bureaus to ensure that your credit score is protected.
Repairs and Warranty claims
The quickest way to submit a claim is through our online service, please complete the online claim form and we will contact you to discuss next steps of your claim, and to explore possible solutions.
Where possible we will try to resolve technical matters via a call. If your claim is not technical but rather a repair, we will provide you with options that are available to you. Please note that not all items can be repaired during this time as we have limited parts and staff available.
Yes, as your cover is for multiple incidents like accidental damage, fire & theft and product failure.
If your item is stolen we will process your claim as usual. During this time we will cancel any further payments of premium for Insurance or BrightCare whilst we process your claim.
If your product is damaged or is deemed beyond economic repair, we have an agreed time frame to find you’re a suitable replacement or to undertake a repair. However should we not be able to source you a replacement or undertake a repair within the agreed time frames of your claim, we will provide a weekly refund of your Insurance and BrightCare premiums for each week, past the agreed time frame until we can attend to your claim.
Insurance claims are within reasonable time period and the circumstances in which we operate are now unusual, but we will keep you up to date with any progress on your claim
For some other items like household essentials i.e. fridge and washers, we are working on solutions to provide a loan product where possible. Once we source a replacement, we will deliver it to you as soon as possible, provided we are able to under the UK Government issued advisory.
We will still undertake the repairs for as long as we are permitted to, and ensure that we get it back to you as soon as possible. Where we are not able to deliver the item back to you due to the COVID-19 restrictions in place, we will refund your weekly Insurance and BrightCare premiums whilst the product is with us until we can deliver it to you.
No, our stores are closed until further notice. We are putting in place a process that will have a courier come to your home and collect the item for repairs. Details of this will be provided to you when a claim is submitted.
Orders & Deliveries
Our last delivery service was the 23rd March for the present time. In the event you had an outstanding delivery due from either a store or online order, we will contact you to either postpone or cancel over the coming days.
Yes. Please use the contact us form and we will get back in touch with you to cancel your order and arrange any refund due.
In the event you no longer want your product because you cannot afford to pay for it or simply no longer want it, please use the contact us form to let us know. We will contact you to arrange a collection in the future when we re commence deliveries and collection service.