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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Company replied
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
Company replied
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Poor service
I had leaking radiator, water spilling onto carpet.Was told engineer/plumber would ring to to arrange a time to visit.He didn't ring, he just turned up .Said he would only be able to stop the leak by capping radiator. He then told me I had to arrange to get my own plumber to fix the repair. I thought the insurance was to fix the repair.But obviously not.
January 15, 2026
Reply from HEA
Good Morning Mr Gambier,
Thank you for taking the time to leave us a review.
We have looked into this matter and can confirm that your policy with us includes Plumbing, Drainage and Utilities cover only. It does not include Boiler or Heating cover, which means radiators would not be covered under your policy.
We have also checked with our Claims Department and can confirm there are no claims logged on our system under your details.
Based on the information available, it appears this review may relate to a different company. If this is the case, we would kindly ask that you review the matter and remove the feedback, as it does not relate to Home Emergency Assist.
Kind regards,
Customer Relations.
Provided good service
Responded to our call quickly and fixed our problem with politeness and efficiency.
Very satisfied with service received.
February 11, 2026
Reply from HEA
Hi Brenda,
Thank you for your kind review!
We’re delighted to hear that your call was responded to quickly and that the issue was resolved with politeness and efficiency. Providing prompt, professional service is exactly what we strive for, so it’s wonderful to know we met your expectations.
We really appreciate you taking the time to share your experience and are so pleased you’re very satisfied with the service received.
Kind regards,
Nazeera.
Insurance cover
I have had a policy for many years never needed to make a claim.
Unfortunately i had to make one this year.
It was very easy to do all sorted by them.
It took a few hours for the plumber to come out as it was a busy time.
All sorted on the first visit.
The plumber that came out did an excellent job, especially as it wasn't straight forward.
It cost me my £95 excess but I'm sure this is cheaper than making a claim on your house insurance policy or calling a plumber out yourself which can be daunting
February 11, 2026
Reply from HEA
Hi David,
Thank you so much for taking the time to share your experience and for being a loyal customer over the years.
We’re sorry you had to make a claim, but we’re really pleased to hear that the process was straightforward and that everything was sorted on the first visit. It’s great to know our plumber did an excellent job, especially with a more complex issue – we’ll be sure to pass your kind comments on to the team.
We also appreciate your understanding during what was clearly a busy time. Our aim is always to respond as quickly as possible while making sure the job is completed to a high standard.
Thanks again for your thoughtful feedback – it truly means a lot to us.
Kind regards,
Nazeera.
Brendan was clear and to the point with…
Brendan was clear and to the point with questions so that my renewal process was carried out efficiently.
February 17, 2026
Unprompted review
Reply from HEA
Hi Precious,
Thank you for your kind words! We're glad to hear that Brendan made your renewal process smooth and efficient. We’ll be sure to pass along your feedback to him
Kind regards,
Nazeera.
Reply from HEA
Hi Susan,
Thank you for your kind feedback.
We’re delighted to hear you found the service professional and reassuring. Providing confidence and peace of mind to our customers is very important to us, so your comments are greatly appreciated.
We’re here if you need anything in the future.
Kind regards,
Nazeera.
Avoid this company- Complete waste of time and money.
Avoid this company. They are cheap as compared to others in the market but do not provide any fixes and find excuses to not do the job. I have premium cover and also paid another 90 pounds for boiler service. Cover started in Oct 25 and got the boiler registered. Despite several reminders and requests they have failed to do the service.
Had a leak, the person came , did nothing and went away saying 'track and trace' people will come over. No one came over.. upon chasing I was told this is not covered !! and I had to spend 150 pounds to a private person to sort the leak ( they even charged me 60 pounds for excess - despite my policy being Zero Excess.. " fine prints caught me here' !!
On another occasion, I had problem with Extractor fan in bathroom.. Despite confirming over the phone that it is covered , they are now saying it is not covered and they can't do anything about it.
In summary - they simply take the money and find excuses to not help. Better to spend more and get proper cover with other providers rather than wasting money and time with this 'Home Emergency Assist'.. they are not an Assist at all !!
Unfortunately, the minimum rating available to give is one star - otherwise I would have not given even that.
February 16, 2026
Unprompted review
Reply from HEA
Good Morning Mr Tandon,
Thank you for your review. We are sorry you feel dissatisfied with your experience.
Your escape of water claim was handled in line with your policy terms. An engineer attended promptly and confirmed that the issue required trace and access works, which are not covered under your Home Emergency policy. As attendance and investigation took place, the excess was applied correctly in accordance with the policy wording. Any privately arranged works were undertaken without authorisation and fall outside the scope of cover.
With regard to the extractor fan, the engineer confirmed that your home’s permanent wiring system was functioning correctly and that the fault related to the fan unit itself. Appliances and standalone electrical items are not covered under the Internal Electricity section of your policy, and the claim was therefore declined correctly.
Your boiler service remains within the contractual timeframe and arrangements are in progress.
We appreciate your feedback and remain confident that the claims were handled fairly and in line with the policy terms.
Kind Regards,
Customer Relations.
The boiler service experience.
The boiler engineer who attended the first time was not very keen to explain or answer my queries. He finished and was gone within 10mins. When I phoned, you arranged for a repeated service on 4th Feb. That engineer was very good and he took about 30mins. He also explained what I should look out for if anything goes wrong.
January 27, 2026
Reply from HEA
Good Morning Mr Burton,
Thank you for your feedback.
We’re sorry to hear you were unhappy with the first visit. We can confirm that the boiler service was completed during the initial attendance. A follow-up visit was arranged within 7 days after you advised that the boiler pressure was dropping, so this could be checked. The engineer attended, investigated the pressure issue, and resolved this for you.
We’re pleased to hear you were satisfied with the second engineer’s approach and the explanations provided, and we will share your feedback to ensure consistent service standards going forward.
Kind Regards,
Customer Relations.
Came on time and we were very happy…
Came on time and we were very happy with this service he was very polite and respectful
February 9, 2026
Reply from HEA
Hi Christopher,
We’re so pleased to hear that everything was completed on time and that you were happy with the service. It’s great to know our team member was polite and respectful — we’ll be sure to pass your kind comments on.
We really appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi Joseph,
We’re delighted to hear that you found the service very professional and that our agent represented the company so well. That’s exactly the standard we aim to deliver, and your comments will mean a great deal to the team.
We truly appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Very professional and helpful
February 9, 2026
Reply from HEA
Hi Barbara,
Thank you for your kind review.
We’re delighted to hear that you found our team professional and helpful — that’s exactly the level of service we strive to provide. Your feedback is greatly appreciated, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
Reply from HEA
Hi Kelly,
Thank you for your wonderful feedback!
We’re so pleased to hear you received great service and that our team made such a positive impression. I’ll be sure to pass your kind comments on to the staff — they’ll really appreciate it.
We look forward to helping you again in the future!
Kind regards,
Nazeera.
Reply from HEA
Hi Steven,
Thank you very much for your kind review.
We’re delighted to hear you found the service excellent and that everything was carried out quickly and efficiently. Providing a smooth and professional experience is always our goal, so your feedback is greatly appreciated.
If we can assist you again in the future, please don’t hesitate to get in touch.
Kind regards,
Nazeera.
Reply from HEA
H Lilian,
We’re pleased to hear that the engineer arrived on time and kept you updated with a call beforehand. We know how important clear communication and punctuality are, so it’s great to know this made a positive difference to your experience.
Kind regards,
Nazeera.
boiler repair
phoned first of all you sent an engineer to me he thought he had fixed it, the following day still had the same problem the engineer was busy Home Emergency Assist could not find any one to come so they asked me to see if I could find anyone which I did and they reimburse me which once I sent the invoice in you paid me within the week
February 9, 2026
Unprompted review
Reply from HEA
Hi Derek,
We really appreciate you taking the time to share your experience. While we’re sorry the issue wasn’t fully resolved on the first visit, we’re pleased that we were able to work with you to find a solution and arrange reimbursement promptly.
It’s great to hear that once you submitted your invoice, payment was processed within the week. We always aim to resolve claims as quickly and fairly as possible, and your feedback is truly valued.
Thank you again for your patience and for choosing Home Emergency Assist.
Kind regards,
Nazeera.
Incompetent fraud report
February 11, 2026
Reply from HEA
Good Morning Mr Moraes,
Thank you for taking the time to leave us a review.
From your comments, it is unclear what the specific issue relates to. Please could you contact us at complaints@homeemergencyassist.com
so we can look into this properly for you.
Kind regards,
Customer Relations
Home Emergency Assist
Efficient and helpful
All staff very polite and helpful. Was fixed quickly and efficiently
January 28, 2026
Reply from HEA
Hi Emma,
Thank you for your kind feedback!
We’re delighted to hear that our staff were polite and helpful, and that the issue was resolved quickly and efficiently. We really appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi Pauline,
Thank you for your feedback!
We’re pleased to hear that our engineer arrived quickly and that you were very satisfied with the service. Your kind words are much appreciated.
Kind regards,
Nazeera.
Efficient response
The response was quick and the repair man ( electrician) was efficient and friendly.
February 11, 2026
Reply from HEA
Hi Margaret,
Thank you for your feedback!
We’re glad to hear that our response was quick and that the electrician was both efficient and friendly. It’s great to know the service met your expectations.
Kind regards,
Nazeera.
Reply from HEA
Hi Diana,
Thank you for your kind feedback!
We’re delighted to hear that you found our service prompt and that the repair was completed to your satisfaction. Your comments mean a lot and will be passed on to the team.
Kind regards,
Nazeera.
Well pleased
Very satisfied with how quickly it took an engineer to visit and then when the issue couldn’t be resolved first time around he returned soon after. Painless from beginning to end
February 2, 2026
Reply from HEA
Hi Julie,
Thank you for your wonderful feedback!
We’re so pleased to hear that our engineer was able to attend promptly and that the follow-up visit resolved the issue. It’s great to know the whole process was smooth and stress-free for you — that’s exactly what we aim for.
We really appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.