Plenty of notice was given of engineer arrival. He arrived on time and completed service in good time. Saud everything was fine for another year. Very pleased with service
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Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
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Das sagen Bewerter
Efficient buying of the policy with easy online access. BUT BEWARE - the £60 'mandatory excess for claims within 90 days' is hidden within the small print, and then only if you download the full cond... Mehr ansehen
Unternehmen hat geantwortet
Do not use this company, worst customer service and they don't fullfil thier obligation of Boiler Service. I took out thier full cover last year Sept 2025, and was promised a boiler service a... Mehr ansehen
Unternehmen hat geantwortet
Thu 27th August. Service was arranged quickly and co was great when i had to rearrange at short notice. Engineer was friendly and knowledgeable and arrived early in the day to complete the ser... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Über HEA
Vom Unternehmen geschrieben
Save 20% on home emergency cover and 10% on appliance cover today.
HEA helps keep your home running - whatever goes wrong. From boiler breakdowns and heating issues to plumbing, drainage and electrical faults, our home emergency cover is designed to get things sorted fast, without the unexpected costs.
We also cover over 30 of your everyday household appliances - from washing machines and ovens to vacuum cleaners, coffee machines and more. So whether it’s a sudden breakdown or accidental damage, you’re not left footing the bill.
Fast, reliable help when you need it most. That’s why thousands of UK homeowners trust HEA for affordable, hassle-free cover and real peace of mind.
Get a QuoteKontaktinformationen
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Vereinigtes Königreich
- marketing@homeemergencyassist.com
- homeemergencyassist.com
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Pretty disappointing experience so…
Pretty disappointing experience so far...
Considering this company is called Home Emergency Assist, there appears a real lack of urgency to fix the issue reported.
I've been without use of my only shower for three days so far.
Having had to make two calls to report the issue on Tuesday, I was called by Plumbcare, who said they couldn't visit until Thursday to assess the issue. HEA did step in here and managed to get an apt for me the next day (props for this!).
Plumcare visited on Weds, but needed to order a part, which then had to be authorised by HEA beforehand. Having called for an update following the visit, I was assured the part had been authorised and I would receive a call shortly to arrange another visit.
Several hours later, with still no phone call, I called HEA again, only to be told they were only then authorising the for the part to be ordered!
A phone call shortly after from Plumcare had to arrange another visit for Friday! After saying this wasn't good enough, the lady said she would put an apt in for Thursday, but they may have to rearrange if they are too busy. So now I am left in limbo and perhaps waiting another two days for the issue to be fixed.
I understand there are procedures to follow, but its clear considering the product you sell, that HEA is wildly ill prepared to deal with emergencies by not having basic equipment available or enough contractors to fulfil demand.
Its such a shame as I renewed my HEA product earlier this year after a completely different experience which would have earned them 5-stars, but not this time.
**UPDATE** 27th Aug
So an engineer arrived early this morning to complete the work, no call beforehand but i'll take the win.
The engineer was great, assessed the problem and left briefly to purchase the waste plug needed to fix the issue and the whole process took under an hour.
Overall, the experience was harder than necessary, with glimpses of good service.
People pay for these protections so when issues occur, someone is there to fix them quickly, helping to alleviate the stress and disruption. Unfortunately, going through this process left me on edge and unsure when or if it would be fixed.
Thankfully, the issue is now solved, but it was a slog getting there.
26. August 2026
Bewertung ohne vorherige Einladung
Antwort von HEA
Hi Robert,
Thank you for taking the time to share your detailed feedback. We're sorry to hear that your recent experience did not match the high standard of service you previously received from us.
We understand how frustrating it must have been to be without the use of your only shower and to experience delays, conflicting updates, and uncertainty throughout the repair process. While we're pleased that the issue was ultimately resolved and that both our team and the attending engineer were able to assist, we appreciate that the journey to resolution was not as smooth or timely as it should have been.
We have previously reached out requesting additional information so that we could investigate your concerns thoroughly, but unfortunately we have not received a response. We remain committed to reviewing the matter and understanding what went wrong.
If you would like us to look into this further, please contact us at complaints@homeemergencyassist.com with your policy details and reference to this review. Our team will be happy to investigate and provide a detailed response.
Thank you again for your feedback. It helps us identify areas where we need to improve, and we hope to have the opportunity to restore your confidence in our service.
Kind regards,
Nazeera.
National Plumbing insurance has it’s faults
We are in the middle of a complaints procedure caused, in my opinion, by the plumbing company employed by HEA being too far away from the client. We had a leak from the toilet pan connector that fits into a cast iron soil pipe (1930s house) and I showed the plumber that the outside of the soil pipe had flaking paint (from a short overflow). He worked for Plumbcare in Wakefield and we are in Nottingham (70 miles each way) so he said he would need to get his tech team to check out the soil pipe. This is where it went wrong … I sent emails to Plumbcare pointing out the danger of “falling between two stools” (no pun intended) and three days later & no contact from tech team, after various phone calls from us to Plumbcare I finally lost my patience and decided to do the job myself. (At the age of 79yrs) After buying several pan connectors the wrong size (you need 90mm for metal pipes) I am pleased to say that I finally fixed the leak myself. The moral ? Look for local plumbers !
17. August 2026
Bewertung ohne vorherige Einladung
Antwort von HEA
Dear Mr Breeze,
Thank you for taking the time to leave your review. We’re sorry to hear about the frustration you experienced following the plumber’s attendance.
We have now completed our investigation into the concerns you raised with us. While we found that the contractor’s decision not to proceed with the repair during the initial attendance was reasonable based on the condition of the external pipework identified at the time, we do accept that the communication afterwards fell below the standard we expect.
You should have received a clear and timely update regarding the next steps, rather than having to repeatedly chase for information. We have therefore upheld this part of your complaint and have offered £50 compensation in recognition of the inconvenience caused.
We appreciate you bringing your experience to our attention and will use the feedback to help improve the communication customers receive following contractor visits.
Kind regards,
Home Emergency Assist
Quite easy to set up the policy online
15. August 2026
Antwort von HEA
Hi Robert,
We're delighted to hear that you found setting up your policy online quick and easy. We work hard to make the process as simple and straightforward as possible, so it's great to know that was your experience.
Thank you for choosing HEA!
Kind regards,
Nazeera.
Took out a plumbing and drainage cover…
Took out a plumbing and drainage cover with HEA and was helped to join by MARK who was very helpful knowledgeable in his job to explain every detail of my cover.
Thanks again Mark
21. August 2026
Antwort von HEA
Hi Eamonn,
Thank you for your wonderful 5-star review!
We're delighted to hear that Mark provided such helpful and knowledgeable service while assisting you with your Plumbing and Drainage Cover. Taking the time to explain the cover in detail and ensuring our customers feel informed and confident is exactly the level of service we strive for.
We'll be sure to pass your kind feedback on to Mark, who will be thrilled to know that he made your experience a positive one.
Kind regards,
Nazeera.
From customer service to getting my…
From customer service to getting my toilet unblocked took four hours.I would give more stars if l could.Fantastic all round.
18. August 2026
Bewertung ohne vorherige Einladung
Antwort von HEA
Hi Jacqui,
Thank you for your fantastic 5-star review! We're delighted we could resolve your issue within four hours and provide the fast, efficient service we strive for. Your kind words mean a lot to us, and we're glad we could help when you needed us most.
Kind regards,
Nazeera.
Efficient service
7. August 2026
Antwort von HEA
Hi David,
Thank you for your 4-star review.
We're delighted to hear that you found our service efficient. Providing a professional and straightforward experience for our customers is always our goal, so it's great to know we met your expectations.
Thank you for choosing our service, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
Thank you for the advice.
The engineer was polite but the servicing time did seem a much briefer affair than the previous engineers visit in 2024 although he did give advice on how to access the enclosed boiler reducing my preparation time and making it easier for the next visit, I'm grateful for that advice, thanks.
7. August 2026
Antwort von HEA
Hi Kenneth,
Thank you for taking the time to leave us a 4-star review.
We're pleased to hear that our engineer was polite and able to provide helpful advice on accessing your enclosed boiler, making preparation easier for both yourself and future visits. It's great to know this guidance was appreciated.
We understand your comments regarding the duration of the service compared to your previous visit in 2024. Service times can vary depending on the appliance, its condition, and any checks required on the day. However, we appreciate your feedback and will ensure your comments are noted.
Thank you again for your review and for choosing our service. We're delighted that the engineer's advice was helpful and made the process more convenient for you.
Kind regards,
Nazeera.
When completing the check
When completing the check, the engineer turned off the hot water. Also, when the boiler lights, there is a 'whoomp' sound that was not there before. I am not sure if it is significant, but occasionally it is quite startling as it is quite loud.
7. August 2026
Antwort von HEA
Hi June,
Thank you for your feedback. I've checked the service certificate for the boiler service completed on 03/08/2026, and the engineer recorded that all checks were satisfactory with no faults identified.
Regarding the ignition noise, while we understand this can be concerning, boiler noise issues are not covered under your policy with us. As the boiler passed its service checks, it may simply be operating more efficiently following the maintenance, which could make certain sounds more noticeable. However, if the noise persists or worsens, we would recommend arranging a private inspection by a qualified heating engineer for further investigation.
Kind regards,
Nazeera.
Easy to do online
12. August 2026
Antwort von HEA
Hi Carole,
We're delighted to hear that you found the process easy to complete online. We strive to make the experience as simple and convenient as possible for our customers. We appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Helpful phone support
Helpful phone support, would have got 5 stars if it hadn't been for the upselling!
3. August 2026
Antwort von HEA
Hi John,
Thank you for taking the time to leave us a review. We're delighted to hear that you found our phone support helpful and that our team was able to assist you.
We also appreciate your honest feedback regarding the upselling. We understand that these conversations can sometimes feel unnecessary, and we'll take your comments on board as we continually review the customer experience we provide.
Thank you for choosing us, and we hope to have the opportunity to earn that fifth star in the future.
Kind regards,
Nazeera.
Terrible emergency service
I called at 21:15 to log an emergency claim after discovering an active leak from my upstairs bathroom, with water coming through into the living room below.
By 22:45, I had received no update, so I called again. I was told that I could receive a call at any minute throughout the night, so I spent the night having broken sleep, constantly checking my phone and waiting for someone to contact me.
No call came.
At 07:00 the following morning, with the leak still ongoing, I had to call again because I had still received absolutely no update.
You can have the friendliest staff in the world answering the phones, but that means very little if this is how you actually manage a genuine home emergency. I am extremely fortunate there are no electrical fittings directly underneath where the water is coming through.
An active leak causing damage from an upstairs bathroom into the room below should surely warrant urgent attention. Leaving a customer overnight without even an update is completely unacceptable.
Absolutely shocking service. I would not recommend Home Emergency Assist. I would rather pay the extra and go back to HomeServe, where I would expect an emergency to actually be treated as an emergency.
9. August 2026
Bewertung ohne vorherige Einladung
Antwort von HEA
Hi Phil,
Thank you for taking the time to leave your review. We’re very sorry for the experience you had and, having fully reviewed your claim, we agree that the level of communication you received overnight fell below the standard you should expect from Home Emergency Assist.
Your claim was logged and deployed to a contractor after you reported the active leak. However, you did not receive the expected contact or update that evening. While the contractor should have made contact following the deployment, our own process should also have identified that this had not happened and ensured the matter was followed up and escalated. Unfortunately, this did not happen, and we completely understand your frustration at being left overnight without an update while the leak was ongoing.
Once the matter was picked up the following morning, we progressed the claim and arranged for attendance at approximately 12:00 that day.
A member of our team has since spoken with you directly to acknowledge what went wrong and discuss the situation. In recognition of the poor experience and lack of communication, we have also agreed to refund your excess, and we’re pleased that you were happy with the resolution discussed.
We appreciate that this does not change the experience you had on the night, but your feedback has highlighted where our normal process was not followed and where the matter should have been escalated sooner.
Please accept our sincere apologies for the inconvenience, worry and frustration this caused.
Kind Regards,
Home Emergency Assist
excellent services
Home insurances with boiler services. Good price plan and good quality of service.
7. August 2026
Antwort von HEA
Hi Pui Fung,
Thank you for your feedback. We're pleased to hear you're happy with the quality of our service and the value of your home insurance and boiler cover.
Kind regards,
Nazeera.
Not a lot to say as he was not here…
Not a lot to say as he was not here very I’d say 20 mins the most did not say anything other than asking where the gas meter was then I signed on his pad and he was gone
31. Juli 2026
Antwort von HEA
Hi Marie,
Thank you for your feedback. We have reviewed the service certificate and can confirm that all the necessary checks were completed in line with the scope of work and our terms and conditions.
If you have not yet received a copy of the certificate, please let us know and we will be happy to arrange for this to be sent to you. We appreciate your feedback and welcome the opportunity to address any further questions you may have.
Kind regards,
Nazeera.
Boiler Service
The engineer was delayed and came later than expected, not an issue as working from home and I had been informed of this. Engineer very polite, professional, annd quick. Cleaned up the little mess which had been made when opening the loft hatch door. Boiler given a clean bill of health for another year
31. Juli 2026
Antwort von HEA
Hi Kamala,
Thank you for your feedback. We're pleased to hear that you were kept informed of the engineer's delay and that the service was carried out professionally and efficiently. It's great to know the engineer was polite, left the area clean and tidy, and that your boiler received a clean bill of health for another year.
Kind regards,
Nazeera.
Everything was dealt with efficiently…
Everything was dealt with efficiently from the booking through to the actual inspection, and the operative was happy to discuss things afterwards.
4. August 2026
Antwort von HEA
Hi Alan,
Thank you for your feedback. We're delighted to hear everything was handled efficiently from booking through to inspection, and that our operative was able to discuss the findings with you afterwards.
Kind regards,
Nazeera.
Antwort von HEA
Hi Koorosh,
Thank you for your feedback. We're pleased to hear that our engineer was professional, friendly, and provided a great boiler service experience.
Kind regards,
Nazeera.
Very professional and courteous
Very professional and courteous. Kept me informed of everything she was doing and the results. Advice was excellent
7. August 2026
Antwort von HEA
Hi Lisa,
Thank you for your kind feedback. We're delighted to hear that you found the service professional and courteous, and that you were kept informed throughout the process. It's great to know the advice provided was helpful and met your expectations.
Kind regards,
Nazeera.
Poor customer services
Poor customer services, no follow ups, promise after promise but nothing done.
29. Juli 2026
Antwort von HEA
Good morning Mr Habibullah,
I can see that you have been in contact with our Customer Service Team regarding the refund to your card following the cancellation of your policy.
Your policy was cancelled on 29/07/2026, and I can confirm that the refund was processed back to the original payment card on the same day.
Refunds will normally appear in your account within 3–5 working days. However, depending on your bank or card provider, they can take up to 10 working days to be processed and show in your account.
As the refund has already been issued from our side, the transaction is now being processed by the banking system, which is where the current delay is occurring.
We appreciate your patience while the refund is being processed.
Kind regards,
Customer Relations.
I had a very disappointing experience…
I had a very disappointing experience with Home Emergency Assist.
The company provided the wrong appointment time and then sent an engineer at a completely different time without informing me. They later recorded the visit as “customer refused,” which is simply untrue. I never refused the appointment—I was not notified that the time had changed.
To make matters worse, they are now asking me to pay a large additional fee to rearrange the appointment, even though the missed visit was caused by their own mistake.
This has been a frustrating experience with poor communication and unfair customer service. I would advise others to be cautious and ensure that all appointment details are confirmed in writing. I hope the company improves its communication and treats customers more fairly in the future.
3. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von HEA
Good Afternoon,
Thank you for taking the time to leave your review. We’re sorry to hear that you remain unhappy with your experience.
Following a full investigation, our records confirm that your boiler service was booked for 2 July 2026 and that the engineer attended the property on this date. Our records also show that telephone contact was made on the day of attendance. Unfortunately, the service could not be completed as access to the boiler was unavailable.
As the engineer attended in accordance with the confirmed booking, the reattendance fee remains applicable under the boiler service terms.
We appreciate that this differs from your understanding of the appointment and understand your frustration. However, based on the evidence available, we have not identified a service failure and therefore did not uphold your complaint.
Home Emergency Assist
You missed the first appointment …
You missed the first arranged appointment and had to delay the second one by 4 hour
When the engineer arrived he was very efficient and courteous
31. Juli 2026
Antwort von HEA
Hi John,
Thank you for your feedback. We sincerely apologize for missing the initial appointment and for the delay to the second appointment. We're pleased to hear that the engineer provided efficient and courteous service when he arrived. Your comments are appreciated and will help us improve our scheduling and communication going forward.
Kind regards,
Nazeera.
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