Important health information

Coronavirus update and FAQs


How we’re supporting our customers and employees

Covid-19 is affecting everyone and we’re working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.


Contacting us during the outbreak

We need to ask a favour: please only call us if you are facing an essential or emergency situation inside or outside your home.

That’s because we’re seeing a higher volume of calls than normal. It’s a difficult time for everyone and our franchisees are focused on helping vulnerable customers and dealing with emergencies. So please take a look at the FAQs first and only call us if it’s really urgent.


Frequently asked questions (FAQs) - updated 30.03.2020

1. I have an appointment booked – will it still go ahead?

In line with government guidance, we’re taking steps to minimise non-essential contact.

That means we’ll be cancelling all routine appointments for all customers to limit the potential exposure to coronavirus. We will continue to deal with essential and emergencies on a priority basis, looking after the needs of our most vulnerable customers first. 

So that everyone knows where they stand, we’ll confirm all cancellations either by text, telephone or email.

2. What if I have an emergency?

Our engineers can still help you if you have an emergency. But please let us know if you think you could be at risk of Covid-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers. Call us and we’ll find a way to help.

3. What if I think I might have Covid-19 but I have a drains/plumbing/heating/hot water emergency?

We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions when our local office contacts you or our Engineer calls when they are en route. 

4. My appointment has been cancelled. When can I rebook?

We really can’t say for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.

5. I have an appointment booked – can I cancel it?

We’re cancelling all non-urgent appointments so that we can focus on essential and emergencies and helping our most vulnerable customers. We’ll confirm that your appointment has been cancelled by telephone, text or email so look out for that.

You’ll be able to rebook later – but we can’t say for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.

6. I have an appointment booked – can I move it to a later date?

We’re cancelling all non- essential appointments for the time being so that we can focus on essential and emergencies and helping our most vulnerable customers. We’ll confirm that your appointment has been cancelled by telephone, text or email so look out for that.

You’ll be able to rebook later – but we can’t say when for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.

7. How is Dyno-Rod keeping customers safe during engineer visits?

When you book an engineer appointment, we’ll ask if anyone at the address the engineer will be working at: 

  • Has been diagnosed with Covid-19
  • Has been advised to self-isolate
  • Is at higher risk – i.e. over 70, diabetic etc


If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. 

Our engineer will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.

When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same. 

8. What are you doing to help vulnerable customers?

We know things are particularly tough for vulnerable customers who need to self-isolate and we’re putting in place processes to prioritise their needs.

We’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.