Domestic & General

We’re the UK’s leading provider of appliance protection, with 12.7 million customers worldwide.

Operating in highly regulated markets, our contractors must meet sector-leading onboarding criteria.

We audit this supply chain regularly to maintain our high standards of service, customer satisfaction and safety, never failing to deliver sector leading service delivery to our customers and for our clients, with world class NPS and CSAT scores. We are constantly monitoring performance, creating action plans where improvements are identified.

We work in partnership with our contractors, and support them through the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) process when they identify unsafe gas installations, ensuring any actions are followed up. To support gas safety internally and publicly, we partner with the All-Party Parliamentary Carbon Monoxide Group (APPCOG) and the Katie Haines Memorial Trust.

We also share news about Gas Safety Week and Carbon Monoxide Awareness Week on our website and social media. Another successful initiative is our predictive model for managing demand.

As repairs peak in bad weather, this project focuses on the winter months.

Using an external analyst, we can predict the percentage change in demand by postcode.

This allows us to maintain high service levels in busy periods.