Important health information

Coronavirus update and FAQs

How we’re supporting our customers and employees

COVID-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority. So, we’ll be working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.

Contacting us during this time

Our call centre staff will need to focus on helping vulnerable customers and dealing with emergencies. So please look at the FAQs below before getting in touch. But if you really need us, it’s easiest to start a live chat by clicking the Chat button on many of our pages or look at our support pages on instead, for some helpful guidance.

Live chat opening hours are Mon-Sun 8am-9pm.

Staying connected is important to us

Rest assured our Hive network is up and running and for regular updates visit our Status page

Frequently asked questions (FAQs)

If you require urgent assistance with your heating or hot water, either click the ‘Chat now’ box at the bottom of the page or visit the repair and cover services page at British Gas for more help.

Keeping our customers and employees safe is a priority for us.

If you have an emergency appointment booked please let us know if:

  1. You've recently been diagnosed with COVID-19 or been advised to self-quarantine

  2. You've recently returned from any of the elevated risk countries

  3. Anyone in your home is at higher risk i.e. over 70, diabetic, is shielding or vulnerable

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

Our engineer will also call you on the day of your appointment to see if anything has changed since you booked.

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

If you have an installation booked and haven’t yet heard from us, we’ll soon be in touch to cancel. That’s because our sister company, British Gas, are asking engineers to prioritise essential work only during this latest lockdown.

We’ll be in touch again soon and do check back here for updates. Rest assured, as soon as we have engineers available for non-essential work, we’ll get a new date in the diary for you. Thanks for your patience – it’s much appreciated.

We know it's more challenging than usual to get through to our team of experts right now so we're lifting the 14-day return window until further notice to give you the time you need. To find out more about hive returns, please see

We’re here to help. Just click on the ‘Chat now’ button at the bottom of the page, and let’s see what we can do.

We're taking every means possible to keep you connected during this uncertain time. Rest assured if your Hive thermostat does lose connection, your boiler won’t be affected. This means you'll still have heating and hot water and you’ll still be able to control it manually from the thermostat.

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