Push button on toilet flush not functioning. Rang HEA Jack said expect a call within an hour. 9:30 am Rang Jack - not had any call 10:45 Katie arrived to fix problem.... Toon meer
Bedrijf heeft geantwoord
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Engineer rang me to say he would be approximately half hour and was and he was a friendly chap who did his work competently, clean and quick. Very professional all round!!
Bedrijf heeft geantwoord
Have been with HEA for a number of years. Started going down hill 2 years ago.Had to chase re boiler service. This year also had to chase. Engineer failed to turn up but unlike other years no communic... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
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Bedrijfsgegevens
Info over Home Emergency Assist
Geschreven door het bedrijf
Home Emergency Assist is a trusted household name, offering boiler, plumbing and complete home emergency cover for homeowners. Our policies offer you peace of mind protecting you against the cost of emergency repairs that are not covered by your home insurance. Cover is also available for over 30 of your most important appliances. From washing machines, and ovens, to vacuum cleaners and coffee machines, we can help in the event of mechanical or electrical breakdown, as well as accidental damage.
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Contactgegevens
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Verenigd Koninkrijk
- marketing@homeemergencyassist.com
- homeemergencyassist.com
3,9
Goed
12K reviews
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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Excellent service
20 maart 2026
Antwoord van Home Emergency Assist
Hi Janet,
We're delighted to hear you received excellent service. Your support is greatly appreciated!
Kind regards,
Nazeera.
Very helpful
Very helpful, knowledgeable customer service....even got my annual premium down.
19 maart 2026
Review zonder uitnodiging
Boiler Service
Engineer rang me to say he would be approximately half hour and was and he was a friendly chap who did his work competently, clean and quick.
Very professional all round!!
20 maart 2026
Antwoord van Home Emergency Assist
Hi Ruth,
We're delighted to hear the engineer kept you informed about his arrival and delivered such friendly, efficient, and tidy service. It’s great to know everything was completed to a high standard—your kind words about his professionalism are truly appreciated!
Kind regards,
Nazeera.
Antwoord van Home Emergency Assist
Hi Dinah,
We're glad to hear the engineer arrived on time and was polite and tidy throughout the visit. We really appreciate your support!
Kind regards,
Nazeera.
Thorough & professional.
17 maart 2026
Antwoord van Home Emergency Assist
Hi Bozena,
Thank you for your feedback! We're pleased to hear you found the service thorough and professional. Your support is much appreciated!
Kind regards,
Nazeera.
Massive failings
Have been with HEA for a number of years. Started going down hill 2 years ago.Had to chase re boiler service. This year also had to chase. Engineer failed to turn up but unlike other years no communication whatsoever. After numerous phone calls a new date was eventually given which whilst inconvenient I took and changed plans and in response to a complaint HEA did refund the service element monies. New service date, no communication so once again phoned in. Whilst I appreciated that engineers were attending to an emergency the estimated 2 hours became over 4. Had to change further plans re late afternoon. As renewal was soon due went back to complaints but did nothing to give me confidence that things would improve or try to retain me as a customer. Have gone elsewhere. Same cover lower premium and lower excess. HEA don't seem to care about customers especially over last couple of years and many others are saying the same.
20 maart 2026
Antwoord van Home Emergency Assist
Good Morning Mr Crabtree,
We’re really sorry to hear about your recent experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must have been to repeatedly chase your boiler service and then experience delays and a lack of communication on the day of the appointment. This is not the level of service we aim to provide, especially for a long-standing customer such as yourself.
As acknowledged in our previous correspondence, there were clear administrative and communication failings in the handling of your service, and we provided a full refund for the boiler service as a gesture of goodwill. While the engineer’s delay on the day was due to an emergency call-out, we fully accept that you should have been kept informed and not left waiting without updates.
We are genuinely disappointed to have lost you as a customer after a number of years, and we’re sorry that we did not restore your confidence at renewal stage. Your feedback has been shared internally as part of our ongoing efforts to improve both our service delivery and communication.
Thank you again for your past loyalty, and we wish you all the best with your new provider.
Kind Regards,
Customer Relations.
Efficient and polite.
The engineer that visited my house was very efficient and very polite. Nothing seemed too much trouble for him.
20 maart 2026
Antwoord van Home Emergency Assist
Hi David,
Thank you for your great feedback! We're so pleased to hear the engineer was efficient, polite, and willing to go the extra mile to help. It’s wonderful to know nothing was too much trouble—we’ll be sure to pass your kind comments on to him.
Kind regards,
Nazeera.
Really good service engineer was…
Really good service engineer was helpful, informative and respectful. She did a very professional job
20 maart 2026
Antwoord van Home Emergency Assist
Hi Ruth,
We're delighted to hear that the engineer was helpful, informative, and respectful throughout the visit. It’s great to know she delivered such a professional service—we’ll be sure to share your comments with her and the team.
Kind regards,
Nazeera.
Boiler service
The engineer advised me of the eta. She carried out the boiler service very efficiently. A very nice engineer
10 maart 2026
Antwoord van Home Emergency Assist
Hi James,
Thank you for your lovely feedback! We're glad to hear the engineer kept you informed of her arrival time and carried out the boiler service so efficiently. It’s great to know you found her friendly and professional.
Kind regards,
Nazeera.
Appointment was booked swiftly.
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 of visit as yet.
20 maart 2026
Antwoord van Home Emergency Assist
Hi Hazel,
We're glad to hear the appointment was booked quickly and that the engineer was thorough, helpful, and tidy. We apologize for the delay with your paperwork—your certificate will be sent to you via email shortly. We appreciate your patience and kind comments!
Kind regards,
Nazeera.
Efficient Engineer
Engineer was fast and left a tidy area. Wore overshoes in the house. He was friendly and mindful of our property.
20 maart 2026
Antwoord van Home Emergency Assist
Hi Alexander,
Thank you for your wonderful feedback! We're pleased to hear the engineer worked efficiently, kept everything tidy, and showed respect for your home by wearing overshoes. It’s great to know they were friendly and mindful of your property—we’ll be sure to share your kind words with the team.
Kind regards,
Nazeera.
Antwoord van Home Emergency Assist
Hi Peter,
We're glad to hear the engineer made a great impression with both friendliness and efficiency. We’ll be sure to pass this along to the team—your support means a lot!
Kind regards,
Nazeera.
Very efficient very happy with the…
Very efficient very happy with the service .
Many thanks
11 maart 2026
Antwoord van Home Emergency Assist
Hi Margaret,
We're delighted to hear that you were happy with the service and found everything efficient. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Antwoord van Home Emergency Assist
Hi Adil,
We're delighted to hear that you experienced a prompt response and found our team to be understanding and efficient. It’s great to know you were satisfied with the service—we truly appreciate your support and look forward to helping you again in the future!
Kind regards,
Nazeera.
Antwoord van Home Emergency Assist
Hi Stephen,
We're pleased to hear that the technician arrived on time and delivered a professional, tidy service. Your feedback means a lot to us, and we’re glad we could meet your expectations!
Kind regards,
Nazeera.
The staff were mostly very helpful
The staff were mostly very helpful, unfortunately it’s the third party outsourcing that lets them down!
11 maart 2026
Antwoord van Home Emergency Assist
Good afternoon,
Thank you for taking the time to leave us a review.
We’re pleased to hear that you found our staff to be helpful. We’re sorry to hear your concerns regarding our third-party contractors and appreciate your feedback.
Having reviewed your policy, we can see that you have made two claims—one in December and one in February—and both were successfully completed.
We are always looking to improve our service, including the performance of our contractors, and your feedback has been noted.
Kind regards,
Customer Relations
Electric blackout in fuse box
Electric blackout in fuse box. A telephone call was all i received saying unplug all sockets and it will fix problem.
11 maart 2026
Antwoord van Home Emergency Assist
Good afternoon,
Thank you for taking the time to leave us a review.
We’re sorry to hear about your experience. Due to difficulties in arranging a contractor to attend at the time, our claims team provided troubleshooting support over the phone to help restore your electrics as quickly as possible.
You were advised to unplug all appliances and then reconnect them individually to identify if a specific appliance was causing the issue. This is a standard diagnostic step and can often resolve the problem without the need for an engineer visit.
We understand this may not have met your expectations, and we appreciate your feedback.
Kind regards,
Customer Relations
Always read the tiny tiny small print…
Always read the tiny tiny small print barely covers much!
11 maart 2026
Antwoord van Home Emergency Assist
Good morning Mr Rouf,
Thank you for taking the time to leave us a review.
I can see that you originally took out your policy online and selected our Enhanced cover. This level of cover is designed for emergency situations only, focusing on more urgent and significant issues.
If you are looking for a broader level of cover, we also offer a Premium policy, which includes both emergency and breakdown cover, providing protection for a wider range of situations.
If you are interested in upgrading your cover, please contact our customer service team, who will be happy to discuss the options available and what each policy includes.
Thank you,
Customer Relations
Antwoord van Home Emergency Assist
Hi Peter,
Thank you for your feedback! We're glad to hear you found our service professional. We appreciate your support and look forward to assisting you again!
Kind regards,
Nazeera.
Emergency roof leak was left leaking
I had to chase up on a leak in my attic several times as no contact was made when it was stated it would happen, when the contractor arrived there was no offer to make a temporary repair and given this is emergency cover that was an unexpected let down, they stated they would provide a quote and fix the next week, no quite arrived and I chased the following week and gave had no response since just been left on my own so extremely disappointed and left with a leaking roof for weeks
11 maart 2026
Antwoord van Home Emergency Assist
Good afternoon,
Thank you for taking the time to leave us a review. We are sorry to hear about your experience and the frustration caused.
Having reviewed your claim, we can see that an engineer attended and identified that the issue was due to water penetration around the chimney stack. It was advised that the chimney requires repointing and a full repair. As this type of work falls outside of the policy cover, you were advised that this would need to be arranged privately.
We understand your concerns regarding communication and the delay in receiving further contact, and we appreciate you bringing this to our attention. Your feedback has been noted as we are always looking to improve our service.
Kind regards,
Customer Relations
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