Coronavirus information for our customers

Following UK Government advice, all our BrightHouse stores
remain closed this has impacted some of our services temporarily.

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.

If you are experiencing financial difficulties as a result of the current Covid-19 pandemic, we are here to help you. Please give us a call. Our BrightHouse colleagues are trained to put you first and can offer you support and a range of forbearance options to help you through this period of uncertainty

If you have an existing agreement with BrightHouse, it remains subject to the terms agreed with us and you should continue to make payments in the usual way.

If you have any questions, there are many ways to contact us for assistance. Please see below:


Payments:
With all BrightHouse stores now closed, making cash payments is easy by switching to PayPoint, allowing you to make a payment on your BrightHouse account in one of 28,000 PayPoint locations across the UK. Further details can be found by visiting, www.brighthouse.co.uk/managing-your-money/ways-to-pay

Alternatively, for

  • Fast pay: Call your local store number and select option 1
  • All other payments or payment queries: Call your local store and select option 2. To find your local store telephone number, please visit www.brighthouse.co.uk/store-finder
  • Our Customer relations team: can assist you with payments, please call 0800 526 069

Repairs, warranty and insurance:

General account enquiries:

Complaints:

  • Customers with a complaint should continue to approach the company as normal by calling the Customer relations team on 0800 526 069 or visit our website at www.brighthouse.co.uk/contact-us
  • If your query relates to an affordability claim for a previous agreement, the Joint Administrators will be in touch in due course if you are required to submit a claim

Customer relation team call hours:

Retail store teams:
08.00am - 6.00pm Monday to Saturday

Customer Service team:
09.00am - 5.30pm Monday to Saturday

We'd like to thank you for your patience and assure you that we'll continue to offer the best service we can.

Covid-19 Scams

BrightHouse continues to do everything we can to support our customers and keep your account safe.

Unfortunately, since the COVID-19 outbreak there have been a large number of scams targeting consumers in an attempt to get access to money or sensitive information.

They could pretend to be an organisation you trust, or you have an existing relationship with, such as your Bank, the Police, the Government or other organisations.

It’s important that you also help to protect yourself by being aware of the different ways criminals may try to access your money or information.

In some instances, criminals are even able to make the number they appear to be calling from the same number as one that you know and trust. In order to further enhance their cover, they may also already know some information about you.

Remain vigilant. If you get a suspicious call, email or text, hang up or don’t respond. Contact our Customer Relations team immediately on 0800 526 069.

If you think you may have given your personal or financial details to someone who called, emailed or texted, this is likely to be a Crime which should be reported to the Police at https://www.actionfraud.police.uk or on 0300 123 2040. If the caller claimed to have been linked to BrightHouse, please also contact us on 0800 526 069.

Report suspicious emails to the UK government to take action at report@phishing.gov.uk

UK government has launched a Cyber Aware campaign. Cyber Aware is the UK government's advice on how to stay secure online during coronavirus available here: https://www.ncsc.gov.uk/cyberaware

You can also visit the TakeFive website for more help on protecting yourself against fraud.

What we won’t do…

BrightHouse may from time to time contact you for a number of reasons concerning your account, a delivery, a warranty or insurance claim.

We may call to discuss payments for your account/s and how we may help you if you are experiencing financial difficulties.

If BrightHouse contact you, we will always carry out certain identity checks to ensure we are speaking with the correct person.

We may ask you for card details if you are due to and able to make a payment. But your card detail is never written down and we would never ask you to email your full payment card number or the CVV/CSV number (the last three digits at the back of your card).

We won’t threaten you with repossession of your products or arrest. We won’t ask you for remote access to your computer and we would only ask you for any PINs or passwords if you are returning a product e.g. for a repair that you have requested.

If you are suspicious about a call from someone purporting to collect arrears on behalf of BrightHouse (or a debt collector for example) who are seeking more information than you are comfortable with providing, please hang up the call and phone the Customer relations team.

The Joint Administrators will not contact you directly to ask you for any personal information (over the phone, email, post or by any other means).

Our Stores & Online


Our Driver Installers will call you to confirm that the information you provided at the point of booking the delivery about your household and Covid-19, has not changed.

They will confirm that no one in the household is shielding or self-isolating due to Covid-19 symptoms – unfortunately if the answer to either of these questions is “yes” we will be unable to carry out your delivery and this will need to be re-booked at a later date.

All of our 2 man delivery teams are working in fixed team “Bubbles” in line with government guidance, they are also provided with the necessary protective equipment which includes gloves, hand washing kits, sanitizer and isopropyl wipes.

If a customer does not feel comfortable with one of our engineers visiting the home, please let the Customer Relations Centre know and we will cancel the visit immediately.




No. Unfortunately you will not be able to make new purchases online.




Yes, please visit our website at www.brighthouse.co.uk/contact-us and complete the online form. We will do our best to respond to your query as soon as we can.

Alternatively, you can call you local store and speak to our friendly team.

If your query is urgent in nature, please contact the Customer Relations team on 0800 526 069.

Customers with complaints should continue to approach the company as normal by calling the Customer Relations team on 0800 526 069 or visit our website at www.brighthouse.co.uk/existing-customers/complaints-procedure. If your complaint relates to an affordability claim for a previous agreement, the Joint Administrators will be in touch in due course if you are required to submit a claim.

We are experiencing high volumes of calls and 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.



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 including local grocery and convenience stores. 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 event you contact us in advance we will not charge late fees, interest on late payments or lose the use of your product during an agreed time period.




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 including local grocery and convenience stores. For more information on easy ways to pay click here.




In the event you are unwell please contact us immediately to discuss your account. We have a range of flexible payment options to support every individual circumstance.

In the event that you are unable to make a payment and you haven’t contacted us to agree an appropriate course of action you will be charged a late fee.



Warranty, Insurance & Repairs

Our services are back up and running in line with the guidance issued by the UK Government.

We continue to observe the social distancing requirements, all UK Government advisory notices and as such, we have temporarily suspended the service timelines within the terms of the Service Line Agreement (‘SLA’) between Caversham Finance Limited (in Administration) and Caversham Trading Limited (in Administration) until further notice.

For our Brightcare customers, this will mean that unfortunately we will not be able to meet your FastFix timeline. We will endeavour to repair your products as quickly as possible

We apologise for any inconvenience.


Yes you can submit a claim by:




If someone in your home is high risk or self-isolating, then we will not come into our home and undertake a repair. You will have to call us to schedule a time when you are able to allow our Engineer into your home.



Technology products (mobiles, gaming and laptops)
You will be sent DPD packaging directly to your home with instructions on how to return your product.

Follow the instructions inside on how to package your return, and drop it off at a DPD store where it will be sent directly to our repair centre.

In the event you are unable to drop your product at a DPD store (due to lockdown restrictions in your area) then please call us on https://www.brighthouse.co.uk/contact-us or call us on 0800 526 069 to organise a collection.

Once your item is repaired we will contact you to schedule it to be returned via DPD.

Furniture and Bedding claims
You will receive a call from our appointed repair agent HomeServe and they will arrange to call at your home to assess your product under claim.

HomeServe will continue operations as long as they are permitted to due to lockdown restrictions in your area. If your home is at risk due to persons shielding or anyone has Covid-19 symptoms HomeServe will not be able to undertake any assessment or repair until your home is risk free.

Once a home visit is arranged HomeServe will assess for the claim only and will undertake a repair in your home if they can during the first appointment.

If parts are needed, HomeServe will inform you and reschedule the repair once parts arrive.
You will be asked to sign a job card for the visit detailing what work if any was carried out or what parts were needed.

Please ensure you are home for your appointment. In the event you miss an appointment we will reschedule it for the next available date.

White Goods and TV’s
You will be contacted to arrange an in-home visit in most claims cases by Pacifica (0800Repair) our appointed repair agent.

Pacifica (0800Repair) will continue operations as long as they are permitted to due to lockdown restrictions in your area. If your home is at risk due to persons shielding or anyone has Covid-19 symptoms Pacifica (0800Repair) will not be able to undertake any assessment or repair until your home is risk free.

If we are unable to repair on the first visit we will arrange a follow up visit. If however, we believe your product cannot be repaired in the home we will arrange for collection of your product to have it repaired at one of Pacifica’s repair centres.

In the event that your product is beyond repair the engineer will inform us to source a replacement.
Once a replacement is sourced, we will book a delivery at a time that is convenient for you.

If you do not feel comfortable with one of our engineers visiting your home please let the Customer relations team know and we will cancel the visit / delivery immediately.

All deliveries are subject to local lockdown restrictions in your area and in the event your home is at risk due to persons shielding or with anyone experiencing Covid-19 symptoms we will not be able to undertake your delivery until your home is risk free.




Yes our team of Customer Collections Advisors will continue to contact you at home in a Covid-19 safe manner giving customers in arrears the ability to discuss account forbearance options and payments. This does not extend to entering a BrightHouse customer’s home and our advisors will carry the necessary PPE to continue to observe the social distancing requirements.




Repair times vary dependent on the product, cover type and our response to the Covid-19 restrictions in place at the time on a national level or in your local area. Our engineers will endeavour to repair your product(s) as quickly as possible whilst observing the UK Governments guidance.

We no longer have loaner products on offer, as all repair services have resumed




No. If your product is under a loan agreement all repairs must be carried out by a qualified engineer appointed by BrightHouse. If you chose to have your product repaired by anyone other than an appointed BrightHouse engineer we do not guarantee the quality of the repairs and you will not be reimbursed for the cost of the repair.




Yes, you must continue to pay as you have an obligation to pay your loan agreement, including all the additional insurance and BrightCare cover taken at time of agreement. Should you have financial difficulties or need some assistance with options that would better suite your monthly income, then please contact us to discuss your loan and we will try help you.




You can cancel your Product Insurance or BrightCare at any time during the rent-to-own agreement.

However, we will not be able to reinstate it at a later date. You can however, take out insurance or warranty cover with other providers in the market.

If you do cancel your insurance, please note, it is a requirement of your rent-to-own agreement that insurance is in place throughout the term of your agreement.

For further information regarding insurance, please click here



Orders, deliveries & returns


From the 15th June we are changing from one to two man delivery crews and will carry out any product delivery or collection to the door step, hall or lobby and install and collect cookers, washing machines and beds.

You will be contacted to discuss your delivery or collection and if you are able to accept, you will then receive a follow up call to book a day and time slot.

Deliveries of all small products will continue via DPD.

If a customer does not feel comfortable with one of our engineers visiting the home, please let the Customer Relations Centre know and we will cancel the visit immediately.




Due to the variable nature of local lockdown guidelines each individual area may require different delivery or collection solutions. Please contact our Customer relations team on 0800 526 069 and they will be happy to explain and support you within the guidelines for your specific area.




In the event you no longer want your product, please use the contact us form to let us know. We will contact you to arrange a collection where we are able following the UK issued guidance with respect to social distancing. We will not ask you for payment once our Customer relations team processes your product return. If a collection is not currently possible, your request will be logged and your product will be collected in the near future; when we are able.