Coronavirus

The health and safety of our employees, customers and Partners is paramount, and we’re following government guidance to keep everyone safe and well in these challenging times.

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Arranging emergency fault repair appointments

Emergency fault repairs are still a priority. Engineers will assess the situation and work to fix the problem from outside your home whenever possible. This includes remote repairs at the exchange. Where a fault can’t be fixed without entering your property, strict Openreach service protocols will be followed. The appointment may also need to be rescheduled.

How we’re managing visits from engineers

Current Government guidance for restrictions mean that our smart meter installation appointments can continue.

So we’re still making new bookings, and will continue to carry out smart meter installation appointments during this period.

We’re regularly reviewing whether appointments can go ahead. We may need to cancel your appointment and reschedule it for a future time – if that is the case, we’ll contact you to let you know.

Our engineers will follow strict safety rules during their visit. They’ll wear full protective gear, wipe down all surfaces, and carry out all work while adhering to the Government’s guidelines on social distancing.

If anyone in your family has symptoms of coronavirus, or if you’re on a Government shielding list, please let us know. We’ll postpone your appointment for you until it’s safe to continue.

For important information about the steps we’re taking to keep you safe, please click here. And you can read our risk assessments for field operations, vehicle operations and delivery operations.

If you had your appointment cancelled due to COVID-19, we’ll be in touch as soon as possible to arrange an alternative date and time.

Landline and broadband appointments

Along with the above changes to our smart meter service, Openreach engineers are now permitted to enter your home to carry out an installation.

We’ll confirm your appointment by email. Two days before your appointment, Openreach will send you a text with a link to this short video, which shows you what to expect on the day, and the precautions that will be taken to help keep you safe.

Openreach will ask you to reply to this text with the word “Watched” – as confirmation that you’re happy for the appointment to go ahead. If you don’t text back, they will then try to call you on the next working day.

What to do in a gas or electricity emergency

If you smell gas, think you have a gas leak, or are worried about carbon monoxide, call 0800 111 999 immediately. It’s open 24 hours a day, seven days a week and you’ll be connected to the National Gas Emergency line.

If you have an electrical emergency or a power cut, call your local electricity network operator by calling 105 from any phone. They’re available 24 hours a day, seven days a week and it’s free of charge.

Help managing your energy account

If you think you need some extra support to manage your energy account, we offer free priority services if you:

are of pensionable age
are disabled or chronically sick
have a long-term medical condition
have a hearing or visual impairment or additional communication needs
consider yourself to be in a vulnerable situation

If you’d like to speak to us about our Priority Services Register, please call us on 0333 777 0777 and we’ll be happy to help.

Diamond Trade provides a one-stop shop for all of your energy, internet, mobile, insurance, and oil needs. Diamond Trading can provide you a very competitive pricing by grouping all of these services together, which is typically less than what you would spend if you sourced each service separately. This implies that by handling all of your utility requirements with Diamond Trade, you may save money and time.

Second, Diamond Trading is collaborating with Utilities Warehouse to deliver these services, so you can be certain in the quality and dependability of the services you are receiving. Utility Warehouse is an award-winning provider of utility services in the United Kingdom, with a reputation for excellent customer service and competitive prices.

Diamond Trading also offer a 10% Cashback Card that can be used at major shops such as Sainsbury’s and M&S, allowing you to save even more money on ordinary purchases.

Lastly, Diamond Trading has got good marks from independent consumer advocates such as Which?, Defaqto, Moneyfacts, and Uswitch over the previous decade, indicating the outstanding quality of their services.

We work with Utility Warehouse to provide service with over 10 years of top awards

Work with someone you can trust

We take great pride in the quality of the home services we provide to our customers. We are thrilled to work with Utility Warehouse, which has received numerous accolades from independent consumer champions, such as Which?, Defaqto, Moneyfacts, and Uswitch, which have consistently recognized the high level of service we offer.

These endorsements reflect our ongoing commitment to providing exceptional services that meet the needs of our customers. We understand that when it comes to home services like gas, electricity, mobile data, broadband, and insurance, customers need to be able to rely on their providers. That’s why we go above and beyond to ensure that our services are of the highest quality.