Appointment was booked swiftly. The engineer that visited was very thorough and helpful answering my questions. Very tidy workmanship Would have given 5 stars but haven't received any paperwork o... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The explanation of the plans available easy to follow, the price and ease of website very good as was the confirmation. The only reason five stars not given is I have not required a call out having j... See more
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I had to use this route to sort the insurance because I couldn't get anyone to sort it out properly when renewal date was reached. I was fed up trying to sort it out that way which was very disappoint... See more
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The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display
Company replied
Company details
About HEA
Written by the company
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 QuoteContact info
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, United Kingdom
- marketing@homeemergencyassist.com
- homeemergencyassist.com
3.9
Great
12K reviews
Replied to 99% of negative reviews
Typically replies within 1 week
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It take few days to do the job
It take few days to do the job? and sometimes to answer phone call,
March 11, 2026
Reply from HEA
Hi Hassan,
We’re sorry to hear that the repair took a few days and that you had difficulty getting through by phone. We understand how important it is to have things resolved quickly, especially when it comes to issues in your home.
Our claims team is available 24/7, 365 days a year on 0333 00 34999, and they’ll always be happy to help if you need to report an issue or check on the progress of a repair.
We also apologise for the delay you experienced. Your feedback has been logged as an opportunity for improvement on our side so we can continue to improve our response times and communication. Thank you for bringing this to our attention.
Kind regards,
Nazeera.
Excellent product and competitively priced.
Excellent product and competitively priced. The contract is easy to understand and set up. Booking emergency repairs was quick, all details were taken care of, and the household returned to normality quickly. (Broken toilet & dripping stopcock) No dramas whatsoever.
March 11, 2026
Reply from HEA
Hi Ron,
Thanks so much for the fantastic feedback! 😊 We're really glad to hear the setup was simple, the pricing worked for you, and that the emergency repairs were handled quickly. It’s great to know everything was sorted without any drama and your home was back to normal in no time!
Kind regards,
Nazeera.
Job Done
The service I received when I required a plumber to fix our leaking toilet was dealt with promptly and with no issues.
March 11, 2026
Reply from HEA
Hi Garry,
Thanks for the great review! 😊 We're glad we could get your leaking toilet sorted quickly and without any hassle. If you ever need help again, we're always here to assist!
Kind regards,
Nazeera.
Reply from HEA
Hi Linda,
Thanks for the review! 😊 Glad we could get the drain unblocked and everything flowing again. If you ever need a hand in the future, we’re here to help!
Kind regards,
Nazeera.
Reply from HEA
Hi David,
Thank you for your kind review!
We're glad to hear you had a very good experience and that our plumber was able to clear the drain effectively. We'll be sure to pass along your positive feedback to him. If you ever need assistance again, we're here to help!
Kind regards,
Nazeera.
Reply from HEA
Hi Patricia,
Thanks for the great feedback! We’re glad we could sort out the leaky stopcock quickly and get everything back in order for you. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
good service
March 11, 2026
Reply from HEA
Hi Som,
Thanks for the feedback! We're glad to hear you had a good experience with our service. We really appreciate the support and are happy we could help.
Kind regards,
Nazeera.
Reply from HEA
Hi Shazzia,
Thanks so much for the great feedback! We’re really glad you had an excellent experience with our service. We appreciate the support and hope to help you again soon!
Kind regards,
Nazeera.
The job was done
The job was done. The electrician could have been a bit more polite and explained what he was doing. Although I asked him, he was not very keen to explain.
March 11, 2026
Reply from HEA
Hi Hafeez,
Thank you for your feedback and for choosing our service. We’re glad to hear the job was completed, but we’re sorry to learn that the experience with our electrician didn’t meet the level of communication and friendliness we aim to provide.
Your comments about politeness and explaining the work being done are very important to us. We’ll be sharing this feedback with our team to ensure we improve how we communicate with customers during jobs.
We truly appreciate you taking the time to let us know, and we hope to provide you with a much better experience next time.
Kind regards,
Nazeera.
Boiler policy
Will not be renewing my policy with this company - had an annual boiler service but failed on a part- had to contact the supplier myself and pay for the part and arrange for them to fit the part - home emergency did not want to know - wasted £350 by buying this policy - if there was an option for 0 star then that would have been my choice - not at happy with their customer service
March 11, 2026
Reply from HEA
Good Afternoon Mrs Zielinski,
Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed with your experience.
Our annual boiler service is designed to check the safety and general condition of the appliance and to highlight any faults or parts that may require attention. However, if a fault or worn component is identified during the service, this is classed as remedial work and is not included as part of the service itself.
Where remedial work is identified, the engineer will advise the customer of the issue so that the necessary repair can be arranged. As outlined in our policy terms, repairs or replacement parts identified during a routine service are not covered as part of the servicing visit.
We appreciate that this may not have been the outcome you expected and we’re sorry for any frustration caused.
Kind Regards,
Customer Relations.
Excellent price and website easy to…
Excellent price and website easy to use. Thank you.
March 11, 2026
Reply from HEA
Hi Helen,
Thank you for the great feedback! We’re really glad to hear that you found our pricing competitive and our website easy to use.
We appreciate your support and look forward to assisting you again in the future!
Kind regards,
Nazeera.
This company will wriggle out of any…
This company will wriggle out of any claim! Read the small print before taking out cover - buy cheap, buy twice!
Update - the reply below is incorrect. I have no problem paying a pre-agreed excess. My home emergency from Natwest has now picked up the claim without the hassle Home Emergeny Assist gave me.
March 11, 2026
Unprompted review
Reply from HEA
Good morning Mr Heiser,
Thank you for taking the time to leave us a review.
I understand that you made a claim with the claims department but did not wish to pay the £95 excess that you selected when taking out the policy.
As per the policy terms, the excess must be paid before an engineer can attend. We do also offer £0 and £60 excess options if you would prefer to change to one of those. Please note that changing the excess can affect the overall price of your policy.
If you are interested, please contact our customer service team and they will be happy to talk you through the available options.
Kind regards,
Customer Relations
Excellent Home Appliance Cover and More
Excellent Home Appliance Cover and More
Thanks very much for your exceptional customer service and sales team. I have a tumble dryer that I wanted to cover against breakdown and accident for the second time with them. A no rush chat and I'm very pleased with the quote. The purchase for the year is at least £30 cheaper than quotes from other reputable companies. With Home Emergency Assist, I really felt they've put me, the customer, first and without any sales pressure. A pleasure to do business with for two year's in s row, thanks again 👍
March 9, 2026
Reply from HEA
Hi Ray,
We’re delighted to hear that you had a great experience with our customer service and sales team. It’s fantastic to know that you found the process relaxed and that we could provide you with a competitive quote for your tumble dryer cover.
We truly appreciate your continued support over the past two years, and we’re glad you felt valued as a customer. Providing helpful, pressure-free service is exactly what we strive for.
Thanks again for choosing Home Emergency Assist – we look forward to supporting you for many more years!
Kind regards,
Nazeera.
Engineer was very good and polite
Engineer was very good and polite. Very efficient. Would have given a 5 star if I hadn't had to chase paperwork up.
February 27, 2026
Reply from HEA
Hi Dorothy,
Thank you for your feedback. We're really pleased to hear that the engineer was polite, efficient, and provided a good service.
We're sorry that you had to chase up the paperwork and appreciate you bringing this to our attention. Your feedback helps us improve our processes, and we'll work to ensure a smoother experience in the future.
Thank you again for sharing your experience with us.
Kind regards,
Nazeera.
Spit on
On time
Rang to confirm when on their way
Proffesional
Tidy
Knew their stuff
Curteous
Quick
March 6, 2026
Reply from HEA
Hi John,
We're delighted to hear that the team arrived on time, kept you informed, and delivered a professional and tidy service. It's fantastic to know their expertise and courteous approach made the experience a positive one. We really appreciate you taking the time to share your review!
Kind regards,
Nazeera.
Excellent service
I took out the policy 11 months ago as it was a lot cheaper than my previous provider. Last month I noticed it was wet behind one of the kitchen units and realised there was a slow drip coming from somewhere. I reported this to home emergency assist and following a video call from them a plumber called the next day to fix the leak. It turned out that the leak was from an isolation valve. I have just renewed the policy as the service was excellent. The policy was slightly higher this year as there was no introductory discount but it was still a lot cheaper than my last provider
February 5, 2026
Unprompted review
Reply from HEA
Hi Ken,
Thank you for sharing such detailed feedback! We're really pleased to hear that our Home Emergency Assist team was able to respond quickly and help resolve the issue with the leak. It's great to know the video call support and next-day plumber visit made the process smooth for you. We truly appreciate you renewing your policy with us and are glad to hear you’re still finding great value. Thank you for your continued support!
Kind regards,
Nazeera.
Helpful phone sales
Helpful phone sales
As I have never made a claim I can give. No further information
February 27, 2026
Reply from HEA
Hi Laurence,
We're glad to hear that you found our phone sales team helpful. We appreciate you taking the time to share your feedback, and if you ever do need to make a claim or have any questions in the future, we’ll be here to assist you.
Kind regards,
Nazeera.
Reply from HEA
Hi Clive,
Thank you for your kind review! We're so pleased to hear that you found our team helpful and that you were happy with the discounted price. We really appreciate your support.
Kind regards,
Nazeera.
Reply from HEA
Hi Victoria,
Thank you so much for the wonderful feedback! We're really glad to hear that you found our service punctual, tidy, and friendly. We truly appreciate your support and look forward to helping you again in the future!
Kind regards,
Nazeera.
If I could 0 stars I would
If I could 0 stars I would , absolutely appalling service and appalling engineers they send out .
On the 10th February the engineer came out to do a service I had to ask for as they had not bothered to get in contact with me .
So Jonathon the engineer came out , late afternoon not the morning appointment I asked for , afterwards I noticed I had no hot water and it was getting colder and colder , and noticed the boiler was not working and had an error code on it , it had been working perfectly until the service .
So I called them back 3 days later , taking in mind I’m 63 years old disabled and suffer severe osteoarthritis, that is worse by cold , had to borrow a electric fire off my family to try and keep warm , an engineer came out faffed around and said you have no gas , I’m LPG and the tank is monitored remotely by Calor Gas , who stated there was gas and if I have a Calor engineer out they would charge me £75.00, which I paid so they could check it , he came out confirmed there was gas , nothing wrong with the tank and gas going to the boiler , so I called emergency assist again and stated there is gas etc ,
After another few days another engineer came out and said it’s a faulty gas valve and ignition component , off he goes to order this part , I still have no heating or hot water, I now purchase 2 heaters off Amazon to try and keep warm.
Another few days he comes to fit gas valve and ignition component, boiler is still not working, decides it needs a circuit board now so off he goes to order the part , another few days later , he fits part still not working , now decides it needs a full strip down service , anyway the engineer was supposed to come out didn’t bother to come out said he had but didn’t as partner was in all day and I’m sure 3 dogs would of heard him to but the cctv confirmed he never even knocked my door , he also stated he rang me , he didn’t I have call logs to prove that to , I contacted home assist I got Simon the manager and he went away and come back saying , we are cancelling your policy because you live in holiday park home , I actually live in a residential home that I pay council tax on and on the electoral roll and have post it is not a holiday park home , great get out clause though for not repairing my boiler , he said they would no longer be coming ou , even though 6 engineers had already been to my home , leaving me with a boiler no longer working .
I decided to call out Worcester Bosh , who sent an engineer the very next day , bearing in mind I have not had a boiler working for 3 weeks now , the Worcester Bosh engineer was not there that long when he noticed that the condensation trap was leaking, as it had not been tightened back up , from the service from the home assist engineer they sent out Jonathan, he had forgot to tighten it up hence it overfilled and cut the boiler out .
It did not need gas , it did not need a gas valve or injection component or even a circuit board , it needed to be tightened back up , which the Worcester Bosh did in no time and guess what the boiler is working perfectly, and still is working perfectly, so three weeks of stress being ill and freezing cold and no heating or water thanks to incompetence of home assist engineer, please do not use this company or there engineers , they are useless, rude and liars , they have a get out clause for everything, but don’t mind taking your money .
They don’t care your old they don’t care your disabled they don’t care it makes you ill or if you freeze to death they really don’t care , read everything because you will see they have a get out clause for everything, I am currently going to the ombudsman now as I think the service they gave or lack of it was appalling .
Pay a bit more and go to a reputable company like Worcester Bosh , because it is not worth the aggravation and stress these clowns cause , to wait 3 weeks for a service and be told we are not repairing it even though it was their incompetence that broke it is an absolute appalling service , and I will personally take this as far as I can and will never use this company again angry is not enough on how I feel !!!
February 10, 2026
Unprompted review
Reply from HEA
Good afternoon,
Thank you for taking the time to leave your review. We are very sorry to hear about your experience and the concerns you have raised.
We would like to reassure you that your complaint is currently being fully investigated. We have been in contact with you to request some final information required, which will allow us to complete our review and work towards a resolution.
We understand how frustrating this situation has been and appreciate your patience while we complete our investigation. Once we have received the outstanding information, we will be able to provide a full response.
Kind regards,
Customer Relations
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