Chris Laverty, Trevor O’Sullivan and Helen Dale of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Finance Limited on 30 March 2020 (‘the Joint Administrators’) (‘CFL’). CFL trades as BrightHouse in the UK and provided rent-to-own and cash lending services to the UK consumer market.

Chris Laverty, Andrew Charters and Sarah O’Toole of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Trading Limited on 30 March 2020 (‘the Joint Administrators’) (‘CTL’). CTL operates a logistics and engineering business supporting servicing, warranty and insurance claims of BrightHouse rent-to-own customers in the UK.


CTL’s policy in respect to engaging with customers has changed in response to COVID-19 and further details can be found at www.brighthouse.co.uk/customer-care/coronavirus-information

Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. During Covid-19, some restrictions will apply as our core focus will be on essential items and smaller courier deliveries only, subject to Government guidelines and considering the safety of BrightHouse employees and customers. If something goes wrong, please submit a claim is through our online service, please complete the online claim form found at www.brighthouse.co.uk/make-a-claim or call on 0800 526 069. Please note that other product calls and claims will be logged for action when possible and subject to the Administrator’s assessment at a future date. All retail stores have been closed in accordance with Government restrictions.

If you hold an existing policy and wish to submit a claim under CFL’s Product Insurance Cover for loss arising from the theft of your hire purchase goods or any loss or damage to them caused by fire or accident, please complete the online claim form found at www.brighthouse.co.uk/make-a-claim or call on 0800 526 069. A copy of the current conditions is found on the website www.brighthouse.co.uk/customer-care/product-insurance

The Customer relations team can help you with any questions and will ask you some questions to start the appropriate service request.

Alternatively, the Customer relations team is available on 0800 526 069 to discuss this further.

Repairs

Delivery - FAQs



Priority Delivery

If you have bought a gaming console, gaming accessory, mobile phone or laptop online then you will be eligible for priority delivery.

On completion of your online order you will receive a call from your local store to arrange your priority delivery where you can choose an earlier delivery date than the one you selected after payment. This could be as soon as the next working day from the store if you are an existing BrightHouse customer or 3 days if you are a new BrightHouse customer.

Your delivery will be made via DPD priority service direct to your home address (or selected store if you are an existing BrightHouse customer).

DPD will notify you of your delivery and issue a tracking code via email and SMS so you can see where your new product is on its journey to its new home.

On delivery of your new product you will need to sign for it and you must be over 16 years old or over. In the unlikely event you are out when the delivery is made DPD will not leave your product with anyone else or in a safe place. They will try and re-deliver the next day and again the day after if required. After this the product will be returned to our distribution centre and you will need to contact your local store to re-arrange delivery.

Standard Delivery

On all product categories other than a gaming console, gaming accessory, mobile phone or a laptop you will receive our standard delivery service.

On completion of your online order you will receive a call from your local store to arrange your delivery where we will confirm your delivery date. This could be slightly different than your selected delivery date if we are in your area sooner.

Your delivery will be made direct to your home address (or selected store if you are an existing BrightHouse customer).

On delivery of your new product you will need to sign for it and you must be over 16 years old or over. In the unlikely event you are out when the delivery is made we will deliver your product to your local store and they will call you to rearrange a suitable day to re-deliver.


Customers must ensure the route is clear in their home leading to where the product is to be installed. Check dimensions of where products will be installed to ensure they will fit, including any doors that the product must fit through. Prior to electric cookers installations, customers must ensure they have the correct cooker switches and outlets. Washing machines must have the correct sockets, connections and valves. See below for further information.


Washing Machine Installation Check

Before we can deliver awashing machine we need to confirm that your property contains the following:

Washing machine install check
  1. An electrical 13 amp wall socket that is within 2 meter of the installation site
  2. Cold water supply & valve/tap attachment for the connection of feed hoses
  3. An adequate waste system OR a connection to the pipe-work under the sink?

Electric Cooker Installation Check

Before we can deliver a cooker we need to confirm that your property contains the following:

Cooker install check
  1. A 45 Amp double pole switch
  2. Cooker switches and outlets must be supplied from a dedicated fuse or circuit breaker rated as follows:
    32 Amp - 50cm, 55cm and 60cm free standing cookers
    32 Amp - 90cm cookers with single oven
    40 Amp - 90cm cookers with double oven
    40 Amp - 100cm cookers with 2 ovens and a grill
  3. The Interconnecting cable must be buried in the wall or surface mounted in conduit

Sofa Installation Check

Are you sure the dimensions will fit?

Sofa install check



If a customer is returning a product, a collection must be made by contacting store. If a customer has finished paying for a product and has full ownership, the customer is responsible for disposal of the product. If the product does not belong to BrightHouse, customers are responsible for disposal of any old appliances. BrightHouse will not take old appliances away, however, will take all new product packaging away following delivery and installation.



If you sign up online, a colleague will contact you to confirm your delivery date. If you sign up in store, you will be provided a delivery date during the sign up process. All sales are subject to credit checks, review of proof requirements and final approval. Delivery will only commence once all checks and final approval of the sale have occurred.




Products must be delivered to your address as stated on your account and agreement.




Anyone over the age of 18 can accept delivery of the product at your home address.




Yes, between 8am – 5pm on your delivery date.




No, we are not permitted to remove your product unless it is a BrightHouse collection & installation, you will need to have this un-installed then we will come back and install your new product.



Delivery of refreshed products


It is highly unlikely that you will receive the incorrect product, but if this happens we will arrange the collection of incorrect product delivered to you from your address, please speak to your local store to confirm delivery of the correct product.




It is highly unlikely that you will receive the incorrect product, but if this happens we will arrange the collection of incorrect product delivered to you from your address, please speak to your local store to confirm delivery of the correct product.




All products that require installation in your property i.e. electric cookers will have to be installed by our trained professional, and complete the demo as part of our service obligation. You will have already paid for the service, including installation.




Yes, our financial agreements can be amended to enable you to choose a different product.




The product has come from our national service centre, where all products have been professionally refurbished, graded and listed for sale.




As part of our service we will deliver the product, remove all packaging and recycle it for you.