We recently launched new ways to contact us, with the aim of making it simpler and easier for you to get the answer to your query. We now have a new Help & Support section on our website, a new online account and a chat service, which you can use on our website or on WhatsApp.

What is chat?

This allows you to message us via our website or WhatsApp. You will chat with our updated virtual assistant and, if needed, you will be able speak with one of our customer experience advisers.

It comes with lots of useful features including:

• Our new virtual assistant which can help answer lots of usual questions
• You can live chat directly with one of our advisors
• You can upload files such as photos or videos into the chat
• You can download a copy of the chat for your records

How does it work?

When you message us on chat, you will first speak to our new virtual assistant, who will try and find the answer to your query, through a series of questions. If it can't help, you will be transferred to a member of our customer experience team who will be happy to help within the chat. If you message outside our opening hours, our virtual assistant will record your query and we will get in touch the next working day.  

We may ask for your date of birth and home address to confirm it’s you. If you’re logged into your online account, we don’t need to do this.

Is it secure?

Yes, chat is secure. No other customers can see your messages and you’re not added to a group chat. Your personal details and conversations will not be shared to any third parties.

How do I use chat?

You can use chat via our website or WhatsApp.

Website:

• Go onto our website:
• You will see a button with a chat icon in the bottom right corner
• Click on the button and it will open a chat
• You will be greeted by our virtual assistant
• You can then type in your question or click from a list of topics
• If the virtual assistant is unable to answer your query, you will be passed on to one of our advisers (during working hours)
• We’ve also made a video showing chat on our website.

TOP TIP: Logging into your online account first helps our virtual assistant assist you quicker.

WhatsApp:

• Message 07401 329880 on WhatsApp
• You will be greeted by our virtual assistant
• You can then type in your question or a key word
• If the virtual assistant is unable to answer your query, you will be passed onto one of our advisers (during working hours) 

Why did you switch off emails?

Often, emails don’t provide us with all the information we need to be able to deal with your query or repair. We’d need to ask for more information and take longer to resolve your query. The new contact methods will ensure we capture all the information we need faster, so our team of advisers can provide you with a quick and efficient response.

Since switching off emails, our call wait-times have gone down and chat is being used by nearly 1000 customers each week.

Best times to get in touch

We're usually busiest around midday and late afternoon. For a quicker response, we recommend contacting us in the morning.