After a hour of the line being engaged, followed by 25 minutes on hold, I got to speak to a person who says they will ring me between 8-9 on Monday morning to let me know when to expect them. So I am going back to my friend's until tomorrow night. I'll sleep here tomorrow night, in a cosy corset/slanket/duvet combo because if they ring first thing Monday and say they'll be here in 20 minutes, I'll be stuffed if I'm at the other side of town.