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:
09.30am - 5.30pm Monday to Friday
08.00am – 6.00pm Saturday

Customer Service team:
09.00am - 5.30pm Monday to Friday
09.00am - 5.30pm 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. If a customer does not feel comfortable with one of our engineers visiting the home, please let the CRC know and we will cancel the visit immediately.

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.




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 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 including local grocery and convenience stores. 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.



Warranty, Insurance & Repairs

Our services have been temporarily impacted by the Coronavirus outbreak and the guidance issued by the UK Government.

We continue to observe the social distancing requirements 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.


We are not currently offering in home repairs due to the guidance set out by the UK Government and to protect the wellbeing our BrightHouse customers and field engineers. Please see further information below:




We are not currently offering in home repairs due to the guidance set out by the UK Government and to protect the wellbeing our BrightHouse customers and field engineers. Please see further information below:

Small products (technology repairs, phones, gaming consoles and accessories)

Most of us are now working from home or home-schooling, so we appreciate that technology in your home like laptops, tablets and mobiles are important to you.

We’re are continuing to provide repairs where we are able to and have made some key changes to this service to help you.

We will send you a DPD package with instructions on how to prepare your product for collection and repair. Please follow them carefully. DPD will collect your packaged product from your home the day after you received the packaging, you will receive a notification from DPD about this. DPD will return this product to us and we will repair and dispatch it back to you, we will again use DPD to deliver it to your home.

You must be able to place the packaging in a safe place at the front of your home for the DPD driver to collect it. For further information, please lodge a claim form on our website at www.brighthouse.co.uk/make-a-claim or contact your local store and our friendly team will speak to you about arranging collection.

If the product can be repaired, we will send this back to you via DPD.

Large products (fridges, fridge freezers, washing machines, tumble dryers, cookers and TVs)Our in-home repair service for Domestic appliances, TV & Audio is fully operational – however the engineer will call you to confirm that the information you provided at the point of booking the engineer about your household and Covid-19 has not changed.

They will confirm that no one in the household is shielding or self-isolating due Covid-19 symptoms – unfortunately if the answer to either of these questions is “yes” we will be unable to carry out your repair and this will need to be re-booked at a later date. If a customer does not feel comfortable with one of our engineers visiting the home, please let the CRC know and we will cancel the visit immediately.

All of our engineers are working in line with government guidance, they are also provided with the necessary protective equipment, this includes gloves, hand washing kits, sanitizer and isopropyl wipes.

Once your claim has been logged, one of our field engineers will contact you and ask you a series of questions over the phone to attempt to fix the problem.

If this does not work, we will arrange collection from the front door of your house where possible.

You must be able to place the product in a safe place at the front of your home for collection. For further information, please lodge a claim form on our website at www.brighthouse.co.uk/make-a-claim or contact your local store and our friendly team will speak to you about arranging collection.

If you are without an essential product, we will review the possibility of lending you a product; this is on a case by case basis. Our field engineers are currently not able to install any products and our customers must be able to self-install. We will discuss this in detail with you to understand your circumstances.




We are working through our customer claims (with consideration to the health and wellbeing of our customers and employees), please bear with us during this time. Our Customer relations team will contact you if you have a scheduled repair.




Repair times vary dependent on the product, cover type and our response to the Coronavirus outbreak. Our engineers will endeavour to repair your product(s) as quickly as possible whilst observing the UK Government guidance.

If you are covered by BrightCare, we will endeavour to repair your products as quickly as possible, however our usual repair timelines have been suspended due to the Coronavirus outbreak.




Repairs must be carried out by qualified engineers, failure to do so will invalidate the product warranty.




Yes, you should continue to pay as you have an obligation under your rent-to-own agreement, and you need to have insurance in place to cover your product (a condition of your rent-to-own agreement).

However we have a range of forbearance options to support you if you are experiencing financial difficulties. Please contact us to discuss how we can help.




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

However, we only allow for the signing up of the insurance and BrightCare up to 28 days from the date you take up your rent-to-own agreement. Should you cancel your cover now, 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 condition 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 have changed 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. If a customer does not feel comfortable with one of our engineers visiting the home, please let the CRC know and we will cancel the visit immediately.

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.




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, 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.