Rental FAQs

Service & Customer Care

• Is there a call out charge for repairs?

  No. A key benefit of renting is that there are no repair or maintenance bills. We have a large network of field engineers and service stations, which enables a local based service on a nationwide basis.

• If I call you out and you find there is not a fault will you charge me?

  No, as a Forbes customer you will not be charged for non-fault call outs.

• Who do I phone or email if I have a problem with my equipment?

  If you have a problem with your equipment please contact our Customer Service team.

• Is service included in the price?

  With our rental agreements we offer inclusive installation of home appliances, televisions and electrical appliances as well as a complimentary demonstration. There are also no repair bills for the life of the contract.

  Our nationwide network of service centres and fleet of professional field engineers and installation teams deliver a premium service with a same day breakdown response should anything go wrong.

• What do I do if I find a fault with my equipment?

  If you find a fault with your equipment you will need to contact our customer services team. Our experienced advisors will aim to resolve the matter over the phone but if there is an issue that requires an engineer call out we will dispatch one of our approved engineers the same/ next day. Any equipment that cannot be repaired on location will be replaced on a like for like basis.

• What happens if your engineers cannot repair my equipment on their visit?

  If our approved engineers are unable to repair the item on their initial visit, in so far as it is reasonably possible, we will provide you with a replacement item on a like for like basis. This may be a temporary loan until the item is repaired and re-installed, or it may be a complete equipment change over.

Account Management and Payments

• What times are you open?

  We like to make it easy for our customers so you can make an application at any time and from any mobile device. View our contact details and opening times.

• Who do I call if I need advice on using my rental equipment?

  We offer free, inclusive advice and have a technical support team who can help you with all types of questions. We are happy to advice on all matters, from setting up a TV recording or on accessing on-demand content on your Smart television, or if you simply want to know why your washing machine bleeping when it finishes a wash. View our contact details and opening times.

• I am experiencing financial difficulties what should I do?

  Please contact us as soon as possible if you are experiencing financial difficulties so that we can discuss a suitable payment plan to get your account back on track with regular payments.

  If you need to speak to us plese contact our accounts team.

• What do I do if I wish to terminate my agreement?

  We value all of our rental customers and would be very sad to lose your custom. Is there nothing that we can do to change your mind?

  If you do wish to terminate the agreement and it has reached at least the minimum term you must give us at least one month’s written notice. Please send your notice letter to 7 Wells Place, Redhill Surrey RH1 3DR or email cancellations@forbes-rentals.co.uk.

  When we collect televisions and other electrical appliances we do require that all the corresponding leads/ remote controls are made readily available for collection. We would turn on the product to check its functionality before removing it from the property.

  When we collect home appliances we do require that washing machines, fridges and freezers are emptied and cleaned, and that freezers are defrosted before our arrival.

• I would like to update my equipment, what do I do?

  Access to regular updates is a key benefit of renting.

  At Forbes we realise technology is always changing. For example, home appliances become more efficient and therefore cheaper to run. If you have reached the minimum term of your rental agreement you can apply to update your equipment. Please contact our accounts team.

• How do I notify of a change of address?

  Before you move house we would require you to check that the property that you are moving into is within our coverage area. If you move to a property that is outside of our service area you would be responsible for returning our equipment to our nearest depot.

  If you have moved house/ are moving house please notify our accounts team quoting your account reference number.

• What are my payment options?

  Our preferred method of payment is monthly direct debit. However, you can make payments on our website. You can also contact our accounts team to make a card payment, or can set up a standing order or pay by giro card (there is a £ 1 surcharge/ month for giro card).

• How do I set up a direct debit?

  If you wish to set up a new direct debit please contact our accounts team. There is no need for any paper mandates to be posted out to you, we can complete the set up over the phone and will send an email/ written confirmation to you.

• How do I set up a Standing Order?

  If you want to set up a standing order please call our accounts team. We will give you our bank details as well as all of the details that you need to ensure that you put the correct reference against payments.

• How do I register a complaint?

  We are extremely sorry to hear that any part of our service delivery has left you disappointed. We would always want to hear if any thing has gone amiss in any way. Customer feedback is extremely important to us and as an organization we strive to ensure that we deliver the best levels of customer service. However, despite our best intentions, things may occasionally go wrong. When this happens we need to be informed so that every effort can be made to put things right and to prevent similar problems occurring in the future.

  Please be assured that we are committed to resolving your complaint fairly and quickly, and in most cases this can be achieved immediately by contacting the relevant department. Our aim is always to resolve any issues within 24 hours, and we would do everything within our powers to achieve this.

• What is your complaints procedure?

  If you are unhappy with the service you have received, in the first instance, we would ask that you contact our team.

Television

• What is a ‘Preloved’ TV?

  A ‘Preloved TV’ is a television that we have already rented out and that has then been returned to us for re-rental. All of our refurbished or nearly-new TVs are fully cleaned, serviced and commissioned for safe use. Essentially, our refurbished range gives customers access to premium products at a reduced cost and with absolutely no compromise on quality. Choosing to rent a refurbished TV also supports a circular economy and is a sustainable lifestyle choice.

• What are the new energy ratings for TVs and what are their equivalents for new and old versions?

  The new energy ratings cannot be compared to the older ratings. It is an entirely different system so there are no direct equivalents. However, technology and energy efficiency are constantly being reviewed and improved by manufacturers. Furthermore, Forbes does the investigations for you and you can rest assured that we chose our manufacturers and products very carefully to ensure that they offer the very best energy efficiency.

• Can I upgrade my TV regularly to a newer model?

  One of the key benefits of rental is that you have access to regular upgrade opportunities. After the initial twelve month period you are free to apply to upgrade at any time. Previously rented televisions are then returned to us to be re-rented before eventually being used for parts of responsibly disposed of at the end of their life. By choosing to rent you can stay in-line with the latest technology without heavy upfront investment of regular outright purchases. You are also making a more sustainable choice and not supporting a throw-away society.

• How do I choose the right size TV for my home?

  When choosing the right screen size for your home, it is important to be mindful of the fact that the latest models are far less obtrusive in the room. Slim bezels and sleek designs have enabled people to choose much bigger screen sizes than they were choosing a few years ago. Nowadays, we find that most customers choose screen at least 50” screens, with the 65″ and 75″ screens becoming increasingly popular. Our interactive TV sizing guide is a really helpful tool when it comes to imagining how the screen will fit in your room. New technology does not require you to sit too far away from the screen and also enables exceptional picture clarity from any angle. With their breath-taking image realism and immersive sound features, larger screen sizes can deliver a truly cinematic experience to the comfort of your home.

• What is 4K Ultra HD?

  A 4K Ultra HD screen has a resolution that is four times that of a FULL HD TV. A 4K Ultra HD TV achieves this by having pixels that are four times smaller than a Full HD TV, for a more detailed image with exceptional resolution and greater clarity and depth. When they were released, 4K screens truly raised the benchmark in TV technology.

• What is 8K Ultra HD?

  The new generation 8K Ultra HD screens deliver the highest resolution of any TV available. The image display resolution of an 8K TV screen is approximately 8,000 pixels, setting new standards in television viewing. With TV technology developing at a staggering rate, images that were ground-breaking just a few years ago are quickly overshadowed by new and more impressive offerings. 4K represented a huge shift in home viewing experience but the new 8K screens are truly astounding. A key benefit of rental is that you can keep up with the very latest technological advances.

• What is the difference between OLED TV and QLED TV?

  The difference between OLED TVs and QLED TVs is that they use entirely different technology to enable exceptional picture quality. They are both premium TVs that deliver the very best viewing experiences. When choosing between then it ultimately comes down to personal choice although our team of expert advisors can help you decide best suited to your specific requirements.

• What is Dolby Vision and Dolby Atmos?

  Dolby Atmos and Dolby Vision are two of the latest innovations, setting specific standards in audio and sound quality. Dolby Atomos is moving audio that immerses you in high quality sound with breath-taking realism. Dolby Vision delivers astonishing brightness, contrast and colour, designed to enable the best possible image quality. Dynamic adjustments ensure a truly cinematic viewing experience from the comfort of our home.

Laundry

• What is a ‘Preloved washing machine, dryer or washer-dryer’?

  A ‘Preloved washing machine, dryer or washer-dryer’ is an appliance that we have already rented out and that has then been returned to us for re-rental. All of our refurbished or nearly-new laundry equipment is fully cleaned, serviced and commissioned for safe use. Essentially, our refurbished laundry range gives customers access to premium washing machines, dryers and washer-dryers at a reduced cost and with absolutely no compromise on quality. Choosing to rent refurbished laundry equipment also supports a circular economy and is a sustainable lifestyle choice.

• What are the new energy ratings for Washing Machines and Dryers and what are their equivalents for new and old versions?

  The new energy ratings for washing machines and dryers cannot be compared to the older ratings. It is an entirely different system so there are no direct equivalents. However, laundry equipment technology and energy efficiency are constantly being reviewed and improved by laundry manufacturers. Furthermore, Forbes does the investigations for you and you can rest assured that we chose our laundry manufacturers and products very carefully to ensure that they offer the very best energy efficiency.

• Do I pay for repairs or parts if my washing machine, dryer or washer-dryer breaks down?

  A key benefit of rental is that, in the event of technical problems or if your washing machine, dryer or washer-dryer breaks down, there are no repair or replacement costs. If you notify Forbes that something has wrong with your washer, or dryer we will always aim to dispatch an engineer to your house the same/ next day. Where a rented laundry appliance is deemed to be become economical repair, we will replace it for you on a like-for-like basis, at no extra cost.

• What are 3D AquaSpa and 4D wash systems?

  Bosch's 3D AquaSpa and 4D wash systems ensure intensive cycles for spotless washing every time. This clever technology optimises the detergent and water penetration to enable a perfect clean, even when the drum is fully loaded. 3D AquaSpa technology includes a cascade system for faster water penetration. The 4D wash system creates a special tunnel that distributes the detergent centrally and then dispenses it evenly throughout the drum. Direct water spray and an extra spin wash combine for the most effective use of both water and detergent.

• What is i-DOS technology?

  Bosch's i-Dos technology has revolutionised the washing process, creating washing machines that help consumers save time, money and effort whilst minimising detergent usage. With i-Dos, intelligent sensors detect how heavy a washing load is, the type of fabric being washed and the degree of soiling. The washing machines then uses Smart auto-dosing technology so that consumers only need to refill the detergent drawer every few weeks. Bosch i-Dos washing machines will ensure that the right amount of detergent is dispensed for each wash as well as automatically selecting the right programme for the specific load. Test have shown that Bosch i-Dos auto-dosing technology can reduce detergent use by up to 38%; better for your clothes and better for the environment. I-DOS also ensures precision water dosage, cuts the average cycle time by 14 minutes and enables you to save up to 7,000 litres of water each year. Designed to make your life that bit easier, if you want to make a sustainable product choice, Bosch i-Dos washing machines are a great selection.

• What is HomeConnect technology?

  Home Connect that enables you to control your Smart home appliances remotely. Using the Home Connect App you can interact with your Smart laundry and kitchen appliances via your Smart phone or tablet. It enables you to switch the appliances on/off, select programmes, view cycle status’, set the appliances to eco mode and much more. It is a very user friendly platform and customers find it invaluable to be able to set their washing to finish as they come home.

• What are the advantages of heat pump dryers?

  Heat pump tumble dryers are the most energy efficient tumble dryers on the market. These dryers enable savings of up to 75% in energy costs when compared to other tumble dryers. The innovative heat-pump technology employs a closed-air circuit where-by hot, dry air enters the drum and absorbs moisture from the load. An evaporator removes water and stores it in a reservoir. The hot air is passed through several filters before a coolant circuit extracts the heat and reheats the processed air. The process is repeated serval times. Essentially a heat-pump dryer works in a similar way to a fridge, but in reverse. There are many benefits to heat pump dryers, it is; more energy efficient, carries less of a fire risk, is better for your clothes and releases less humidity. It is no wonder that heat-pump dryers are such a popular choice of tumble dryer.

• What are the advantages of renting a laundry appliance instead of purchasing?

  By choosing to rent a laundry appliance, you are making a more sustainable lifestyle choice than purchasing. You also have the benefits of free appliance delivery, free appliance installation, free same/ next day service responses and regular upgrade opportunities. Our installation teams also provide free product demonstrations and you have on-going access to our multi-award winning customer service teams who can provide technical assistance at no extra cost. By renting laundry equipment, you also avoid paying costly upfront payments, and benefit from fixed pay weekly or monthly prices. Washing machine and tumble dryer rental is better for your household budgeting, better for you logistically and better for the environment.

Dishwasher

• What is a ‘Preloved Dishwasher’?

  A ‘Preloved Dishwasher’ is a dishwasher that we have already rented out and that has then been returned to us for re-rental. All of our refurbished or nearly-new dishwashers are fully cleaned, serviced and commissioned for safe use. Essentially, our refurbished range gives customers access to premium products at a reduced cost and with absolutely no compromise on quality. Choosing to rent a refurbished dishwasher also supports a circular economy and is a sustainable lifestyle choice.

• What are the new energy ratings for Dishwashers and what are their equivalents for new and old versions?

  The new energy ratings for dishwashers cannot be compared to the older ratings. It is an entirely different system so there are no direct equivalents. However, technology and energy efficiency are constantly being reviewed and improved by manufacturers. Furthermore, Forbes does the investigations for you and you can rest assured that we chose our manufacturers and products very carefully to ensure that they offer the very best energy efficiency.

• Do I pay for repairs or parts if my dishwasher breaks down?

  A key benefit of rental is that, in the event of technical problems or dishwasher breakdown there are no repair or replacement costs. If you notify us that something has wrong with your dishwasher, we will always aim to dispatch an engineer to your house the same/ next day. Where a dishwasher is deemed to be become economical repair, we will replace it for you on a like-for-like basis, at no extra cost.

• What are PerfectDry and Zeolith Dishwasher technologies?

  Bosch's PerfectDry is a clever function which saves energy by using Zeolith mineral technology to dry everything, including plastic items, to perfection. Zeolith transforms humidity into warm air without using extra energy, making these dishwashers cheaper and more efficient to use.

• What are VarioDrawer and VarioFlex basket?

  Bosch's VarioDrawer and VarioFlex basket systems are designed to give you ultimate flexibility over your dishwasher load configuration. With many moveable parts, the dishwasher can be easily adapted to suit the specific load requirements and to enable you greater convenience. Whether you are washing pots and pans or fragile wine glasses, you will be able to accommodate your dishwashing securely for a hygienic, sparkling clean.

• What do dB ratings mean for dishwashers and what is the quietest?

  The decibel (dB) rating of a dishwasher is based on an average sound reading from when the dishwasher is in operation. Dishwashers’ dB ratings range from a quietest rating of about 38 dBA to the loudest at about 62 dBA. If the dishwasher rating is below 45dBA, it will be impressively quiet, and if the rating is as low as 38/40 dBA it is considered to be silent. If the dBA is around 50 dBA, the noise levels are considerably higher, to around the volume of a conversation.

• What is Eco Wash and how does it work?

  Bosch's Eco Wash is a programme that uses lower wash and rinse temperatures so that less energy is required for heating. It also minimises water consumption whilst still enabling a thorough clean. Eco Wash does take longer than a standard wash as it relies on soaking the dishwashing as a means of removing debris whilst saving money, water and electricity.

• What are the advantages of renting a kitchen appliance instead of purchasing?

  By choosing to rent a kitchen appliance, you are making a more sustainable lifestyle choice than purchasing. You also have the benefits of free appliance delivery, free appliance installation, free same/ next day service responses and regular upgrade opportunities. Our installation teams also provide free product demonstrations and you have on-going access to our multi-award winning customer service teams who can provide technical assistance at no extra cost. By renting kitchen appliances, you also avoid paying costly upfront payments, and benefit from fixed pay weekly or monthly prices. Kitchen appliance rental is better for your household budgeting, better for you logistically and better for the environment.

Mobility

• What is a ‘Preloved mobility scooter’?

  A ‘Preloved mobility scooter’ is a mobility scooter that we have already rented out and that has then been returned to us for re-rental. All of our refurbished or nearly-new mobility scooters are fully cleaned, serviced and commissioned for safe use. Essentially, our refurbished mobility range gives customers access to premium scooters at a reduced cost and with absolutely no compromise on quality. Choosing to rent a refurbished mobility scooter also supports a circular economy and is a sustainable lifestyle choice.

• Do I pay for repairs or parts if my scooter breaks down?

  A key benefit of rental is that, in the event of technical problems or mobility scooter breakdown there are no repair or replacement costs. If you notify us that something has wrong with your mobility scooter, we will always aim to dispatch an engineer to your house the same/ next day. Where a rented scooter is deemed to be become economical repair, we will replace it for you on a like-for-like basis, at no extra cost.

• How do I know what type of scooter I need?

  We offer a range of mobility scooters, including pavement scooters, road scooters and portable scooters which will fit in your car. The type of mobility scooter that is right for you will depend on many factors, but it is important to think about your lifestyle and how you intend on using the scooter. Forbes has a team of highly experienced advisors who talk our customers through the options available and help decipher which product is best suited to their specific requirements.

• Will I have inclusive insurance cover?

  Yes. With Forbes, theft and third party insurance are fully included in your mobility scooter rental.

• What are the advantages of renting a scooter instead of purchasing?

  If you choose to rent a mobility scooter from Forbes, you will benefit from our multi-award winning service support at no extra cost for the life of the contract. Forbes’ installation teams also provide free suitability assessments, scooter demonstrations and set-up upon delivery. You also have on-going access to our highly experienced customer service teams who can provide technical assistance at no extra cost. Safety is our primary concern and our teams provide an annual maintenance check and valet to ensure that your scooter is in good working order. This call includes checking tyre wear and pressure, lights, batter condition, steering, lubrication, brakes and fastening. By renting a mobility scooter, you avoid paying costly upfront payments, and benefit from fixed pay weekly or monthly prices. You also have the peace of mind afforded by our inclusive theft and third party insurance. Why purchase a mobility scooter when you can choose to rent?

• What is the speed limit of mobility scooters?

  Forbes' pavement scooters have a speed limit of 4mph whereas our road scooters can reach speeds of up to 8mph. The faster scooters are more robust and have more features in order to ensure that they are safe for use on the road.

• Do I qualify for VAT relief for mobility scooter rental?

  Mobility scooter rental is tailored towards those with some level of impairment or disability. As such, our scooter prices are exclusive of VAT. In order for you to qualify for VAT exemption, you need to have a chronic or debilitating condition that affects your every day life such as angina, arthritis, diabetes. You do not have to be registered as disabled to claim relief from VAT, you simply need to complete a self declaration form. This will require you to state the illness or medical condition from which you are suffering, and to tick that you wish to claim exemption. We are required to retain a copy of your declaration, and it may be passed to Customs and Excise as evidence of your disability.

• Will I be assessed for suitability if I apply to rent a mobility scooter?

  Safety is of paramount importance when it comes to mobility scooter hire and we have strict guidelines that we adhere to in order to ensure that we are selecting a scooter that is right for you. There are specific assessments that we need to make which will involve the level of disability/ impairment, your height and weight, your cognitive skills and your manual dexterity. We will need to assess the type of terrain you wish to travel over, the distances you wish to cover, and whether the scooter will need to be dismantled or to travel on roads. Once the initial assessments have been carried out, and if we are able to provide you with a suitable solution, we will then carry out an assessment at your home in order to ensure that you are able to competently operate the scooter.

• Can I use a mobility scooter if I have a prosthesis?

  You can use a mobility scooter if you have a prosthetic leg, provided that you can stand independently from a sitting position. If you are an amputee but do not have a prosthesis, unfortunately a mobility scooter may not be suitable. In order to operate the controls you would require the use of two hands.

• What vision requirements are there for mobility scooter hire?

  In order to safely operate a mobility scooter you would need to be able to read a number plate from a distance of 12 meters.

• Are there weight restrictions for mobility scooters?

  Our mobility scooters do have upper weight restrictions, the specifics of which would depend on the particular model. For further information, please contact our sales team.

• What are the storage requirements for mobility scooters?

  In order to be eligible for mobility scooter rental you will need to provide suitable storage for the scooter that is under cover and under lock and key. If you wish to store the scooter in a communal area you will need to get prior authorisation from the landlord or residents’ manager. When considering storage options be aware that if there are steps required in order to access the storage area you may need a ramp. The scooter will also need to be stored within 1.5 meters of a power point in order to facilitate charging.

• Will you show me how to operate my mobility scooter?

  We always provide a free home assessment at the same time as delivering all the relevant user training and ensuring that our scooters are appropriately adjusted to fit the customer for both safety and comfort.

  Once a suitable scooter has been selected, Forbes will arrange a date that is convenient to you for one of our trained assessors to visit you at your home. Our assessors will guide you through all of the functions of the mobility scooter and will give you a test drive. They will check that you have sufficient manual dexterity to use the controls safely, and will adjust the seat and steering column to suit your requirements. You will also be guided through the charging procedure for the scooter. Our job is to ensure before leaving that you are comfortable and confident to use your new mobility equipment, and to maximise on your new freedom.

• Should I have a friend or family member present for the home assessment for mobility scooter rental?

  We welcome you having a friend or family member present for the home assessment. This will give you added confidence and peace of mind that you have made the right decision.

• Does Forbes belong to any recognised trade associations for mobility scooter provision?

  Forbes is a member of the British Healthcare Trade Association (BHTA) and Trading Standards Institute (TSI) Approved.

Refer A Friend

• How many friends or family members can I recommend?

  Unlimited. Remember that after five successful referrals your reward increases to £100 for every friend you recommend to us.

• When will I receive my reward?

  You will receive your reward when your friend has made their second monthly payment. Your account must also be up to date to qualify for the reward.

• When will I know if my friend was successful in their application?

  As applications are confidential we cannot share this information with you. However, we will notify you if and when your payment is awarded.

• I recommended a friend but have not received my reward. Why?

  There are number of reasons. It may be that your friend was unsuccesful in their application or did not complete the process.