HomeServe Heating 

Terrible service, I have emergency heating and boiler cover. Called up to say heating not working through out the house on a cold winters day. I have 3 young kids one of them vulnerable and we need heating. Even after explaining this I was told earliest they can send someone was in 4 days! That is not an emergency cover. Poor poor.

Have cover, booked in repair, no show on 3 separate attempts, still waiting.

No help in an emergency even though we are both well over 70.
The central heating pump malfunctioned on Sunday 15th November and we had to fight to get an engineer to come out to isolate the problem, even though water was dripping through the lounge ceiling. Four days later we are still waiting for them to come back to fix it despite daily text messages saying they have made an appointment. Meanwhile we are without hot water or central heating and even in the Covid situation where we are considered vulnerable there is no help at all. Thankfully the engineer took pity on us and restored the cold water flow or we would be unable to even flush the toilets. We are desperate now and honestly don't know what to do. I want us to move into a hotel until it is fixed as we can't go to family or neighbours in the lock down. The insurance was taken out with the TSB and although we are loyal customers we will be reviewing our options when the renewal comes up.

Terrible treatment of an elderly vulnerable lady. She had cover for 2 years and they called out to fix a problem in the second year. 6 months later, when she tried to renew and even upgrade to include plumbing, they sent an engineer to do a health check on the boiler and said the previous problem wasn't fixed so they could not renew her cover- leaving her with no cover at all. We complained but still nothing. Appaling, will try British Gas

I cancelled my policy with Homeserve on 12/10/2020, after being advised that I couldn't claim on the policy which I had taken out. This is due to not having a boiler at my property, but rather only an immersion heater. I was told that I would receive a refund within 20 days of cancellation. It has now been over a month and I still haven't received anything. I have chased them time and time again, yet they are just fobbing me off. Do not use this company, they are a complete scam.

Dreadful company with dreadful customer service. A man came out to do a boiler service and pointed out a few problems from when it was all fitted 2 years ago in my new build house. My housing developer wanted a report from home serve, I called 3 times and was on hold for at least 30 minutes and to this day I still haven’t received the report. I sent an email complaining a couple months ago and all I have had is 2 letters in the post apologising that my complaint hasn’t been dealt with, but they still haven’t actually dealt with it. Awful company, do not use!

Leak in Sept 20. Misdiagnosed so boiler checked. New part ordered, no one came back for 10 days. Revisited and again new part ordered. They could not fit it so new boiler ordered under guarantee. Its now Nov 20, no heating and kitchen due to water leaking from old boiler whilst shut down. I am cold and feel totally let down. Awaiting quote for kitchen damage due to Homeserve. Useless company. No heating now since 23rd Oct. Vic

Sheer disappointment at the absolute ridiculously poor service. £30.00 per month, and they will not pick up the phone - unless you are prepared to hang on for a minimum of 30 mins, though today, I hung on for two lots of 58 mins, so BT didn't charge me for excess call.

AVOID-Homeserve will scam you out of your money and will not provide you with the service you have paid for. I have a gas and central heating policy with Homeserve for which I pay £464.16 per year plus £60 excess per claim. Yet, my boiler broke down and I have been without heating and hot water since 26 September 2020!!! Yes, Saturday 26 September 2020 was the day of the first visit from the useless  engineer from Rightgas. Why Homeserve insist on using this bunch of rag tag so called heating engineers is beyond me. I have since received 6 visits in total. Rightgas simply lack the knowledge and expertise to resolve boiler problems. They are  a complete waste of time  and when they turned up, they did nothing at all. Homeserve themselves are useless. On the occasions that I have spoken to them on the phone they were unprofessional, uncaring and unhelpful. They could not be bothered to read notes and acquaint themselves with the circumstances before speaking to me, therefore every time someone spoke to me I would have to begin  the story again, from the beginning. Customer service is simply non existent. Even when you ask to speak to a manager the service is just as bad, wholly unprofessional, unwilling to follow up to address concern, so nothing happens and you have to continually call them back which adds up to endless hours holding for someone to pick up the phone. I have now been advised by Homeserve, on 21.10.2020 that my flue (which is leaking water) and  the parts associated with the flue are obsolete so I need a completely new boiler (even though there is apparrently nothing wrong with the boiler itself).  This Monday 26 October 2020 I was given a quote in the amount of £3,151.55 to replace the boiler. To me this sounds incredibly fishy. I have lost all trust and confidence in Homeserve and do not believe anything they say anymore. I certainly  will not be renewing and I would advise anyone else to avoid this company. You think you are being a prudent home owner by taking out a policy which will give you peace of mind in the event of any problems, but you get quite the opposite with Homeserve, just intense stress and endless aggravation, which I am continuing to experience up until this very moment. I would not touch them again with a barge pole. I have since spoken to a few people in my apartment building in London who at one point had a policy with Homeserve and their experience mirrors mine i.e. the engineers they use are clueless, customer service is poor and basically Homeserve are interested in one thing and one thing only, which is YOUR MONEY. Oh and don't bother with their complaints process. It is useless and they can't even be bothered to acknowledge. It took them 3 weeks to write to me acknowledging my complaint. I will be going to the ombudsman to report these con-artists. The assurances given by Homeserves cronies in this thread are empty and completely false. This is just a damage limitation exercise for them to try and appear as though they care about customers, but in truth they do not care about you at all, so do not believe their lies. The proof is in the pudding. In 2014 Homeserve were fined £30 million by the FCA for widespread failings. This was the biggest ever retail fine of it's kind at the time. The FCA found that Homeserve failed to treat its customers fairly, failed to investigate complaints adequately and put profits ahead of the needs of it's customers. It seems they have learned nothing from this fine and have continued to behave in such a grossly negligent manner, hence the plethora of negative reviews on this site. Avoid them like the plague for the sake of your sanity. I am in the process of trying to recover mine.

Having made a complaint and hearing from customer services, apologising, offering £50 refund, and assuring me that the appointment would go ahead that night (6days ago) i have still not had my very simple issue fixed by an engineer. I was told the appointment was booked between 12-6pm. NOTHING AGAIN!!

I've not even heard back from the additional complaint i made 5 days ago. The business is clearly flawed, i want a full refund on my subscription! You are not able to provide the service.

So I could write a review but it would be the same as all of the below ... no hot water no heating no service hours on hold to be told a pack of lies....and still no hope of hot water or heating. And then to crown it all I had a flood in the kitchen! So my question is can anyone recommend a home emergency company that does actually care about its customers and provides the service you pay for? I won’t be renewing. I wonder when they will fix my boiler. I feel sick reading the reviews below ....weeks? Really ????

Took a days holiday for my annual boiler service. 8am-6pm is the all day appointment. They rang at 2pm to say the engineer was stuck on another job and could they rearrange for Friday. What is even more annoying is the bombard you with mail to book a service and then when you do they cancel. Let's see if they turn up tomorrow at 8am I requested? If not I'll be looking for a refund of the price of a service off my policy. I was not best pleased when they took over Help Link a few years back. I envisaged problems then.

DREADFUL. Do not use. Please save your sanity. Their engineers are TERRIBLE they are liars, the customer service is horrendous they all lead you around in circles.

They just do not care and will send incompetent people. They sent someone to change the hot water tank who triggered a leak and caused water to stream from light fittings. They routinely walk away with the job unfinished. They will leave you without heating for weeks and if you call them you can expect to be on hold for at least an hour. The complaints process is also a joke.

Homeserve engineer failed to drain down a water cylinder following a reported leak. They left us without heating or hot water for 5 days before I took matters into my own hands and got Homeserve to pay for a professional to sort out the problem (rectified immediately). After 1 year of pain, the Financial Ombudsman has forced Homeserve to pay for the water damage to our ceiling and carpet - persistence pays but Homeserve are a disgrace to the industry.

Come back from a weeks holiday on 19th September and found the Combi boiler was working only on the odd occasion. Rang Homeserve to register the problem. An engineer called on 21st September could not find a fault and told my wife it was because we had been on holiday.(Really) The problem continued so here we go again had to ring to get another engineer spending numerous time on the phone again.
Another engineer called on 24th September, this time we was told it needed a new heat exchanger which is apparently a major part of the boiler.( in the words of the engineer it’s like replacing the engine in a car, which he had never done before) interesting!!
So here we are with no heating or hot water.
The part will take 3-5 days, why so long? You can get items delivered within 24 hours.
After numerous calls to Homeserve and to higher management to get an answer who are always in meetings and making excuses not to call back, the part finally arrived on October 1st and they agreed to fit the part October 2nd pm as this was best for us to have someone at home. They then wanted to change the time to am October 2nd this I said was not suitable as I could not get anyone to be at the property, They would not budge from this time saying that the engineer would need all day to make sure the job was completed, So knowing that the job needed to be completed as we still had no hot water or heating I persuaded a family member to take a day off work. I then had a message from the engineer telling me it needed to be an am appointment as he had other commitments in the afternoon. Not that he needed all day to fix the problem.
The engineer arrived am to fix the problem. After a lot of heavy banging in the loft he then came down and told my family member it needed another part which could be obsolete and the office would ring me.
No call from the office. So here we go again on the phone for another 40 minutes. No one can give me an answer, wanted to speak to a manager. In a meeting, there’s a surprise.
Finally told part was obsolete needed a new boiler. Put through to installation team earliest appointment was 10th October. Could have an earlier appointment if I took time off work to do a video call with the surveyor which I really had no choice to do, the appointment is now Tuesday 6th October. Done what I had to do for the surveyor. Now for the price for INSTALLATION only nearly £1900 what a rip off. I have had other quotes which are a few pounds more which include the boiler.
Friday October 9th my wife woke me at 3.00am, water leaking through the ceiling down the light and on to the carpet. Rang Homeserve again after a while got a call from an engineer who we got on face time who showed me what to do to stop the leak, it was no surprise to find that the water entering the boiler had not been isolated by the previous engineer therefore we had a leak.
So 3 WEEKS after reporting the problem and being told it was because we had been on holiday, we now need a new boiler, have NO HOT WATER OR HEATING and pay over £40.00 a month for this service. What a rip off. This company just try to fob you off and have no care for there customers.

Tried an online application to take out basic gas boiler cover as invited. Three times. Complete waste of time. Homeserve rejected the online application. Waste yet more time going over the same and more information on the phone. Homeserve send written apology but the process is deliberate. Boiler health check engineer good, but advises of boiler access problems and cannot carry out service until solved and until replacement O-ring seals for the industry standard magnetic water filter were provided by me. Received letter stating that cover would be cancelled unless I took care of this within 28 days and notified HS. Access issues solved although sourcing parts was a headache. I advised Homeserve of this (40 mins waiting, misdirected phone options) and rebooked engineer to service boiler. Engineer visit OK. Now receive another letter advising of policy cancellation because "Customer Service" have not been advised in writing that maintenance work completed. One hour on phone then spent to try to reinstate cover. One week after the engineer's visit, three weeks after reboooking his visit, "Customer Service" claim not to know that the work had been done. It was all laid at the door of the boiler service department and me for not advising "Customer Service" that boiler access remedial work had been carried out i.e. despite me having spent an hour phone time waiting to rebook the service call with Customer Service. Reinstatement will now have to wait until next week for an email confirming work done from their own Boiler service dept. Could not do any of this online because Homeserve will not register my login account. why? because despite me having a policy number, Homeserve taking payments and them arranging an engineer to service the boiler, I do not now have a current live account. Pandemic accepted this has been an unbelievably bad process, which the waiting times have only made infuriating.

This company used to be slick - what the hell has happened!! For two days I have been ringing their number only to be listening to hold music forever - today’s longest attempt 37 mins and then the phone was finally picked up and obviously slammed down before I could speak!! Therefore we still have freezing cold water for more than two days and haven’t got through to a sausage. Have tried using their online stuff and they keep saying my policy number I use is wrong when it isn’t! Their Live Chat service is down and they are ignoring my emails - avoid like the COVID!!!!

Do yourselves a favour and cancel your policy

Booked a boiler health check on 10th Aug for 2nd Oct (that was the 1st available appointment) between 12 6 pm no one turned up when I called them I was told something more important probably came up we've rebooked you for 29th Oct. Considering the boiler isn't covered till its had this initial health check I asked if I'd get a refund for the wasted months they cancelled the whole policy. Quite a shame as iv found them quite good in the past.