I forgot to post what happened re the washing machine.
First, it was finally fixed (and appears to be working properly) on Tuesday. The repair guy arrived more than an hour after the estimated time, but he did it well. Interestingly, he says that the first guy bungled the repair, which is why it went wrong again - he taped a wire rather than replacing the motor.
Second, I just got a reply to my message of complaint - they've apologised and are going to be sending me an appliance care kit (presumably de-scaler etc.) and a cheque for £20. Not much considering the inconvenience of six bloody appointments, but better than a kick in the teeth.
But I'm still going to be complaining to the insurance people come contract renewal time...
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