HomeServe Membership
Reviews and Complaints

I purchase the sewer septic line coverage from home serve and they are a rip off. I had a line blockage which they said in their contract they will unblock all sewage lines. Since the blocked line did not come out of the house into the sewage tank they did not cover the blockage. Honeserve is a rip off do not waste your money because they only cover the one line coming from the house into the tank and not any other lines that support the septic system If you have a septic system you know there are other tanks that clear the water to other tanks. So all the lines from the tank to the other filters tanks etc is not covered. They also do not send out septic specialist they only send plumbers who have no clue about septic systems.

Date of Incident - 14/11/2015 Issue- Failure to fix boiler on three visits Visited property -17, 19, 20th November 2015 The boiler stopped working on the 14th November 2015, we called Homeserve requesting a call out they sent an engineer from Plumright (outsource company) on the dates above. The engineer did not correctly identify the issue and what parts he required and returned twice thereafter not fixing the boiler. He flooded the laminate flooring causing swelling and damage. Three full working days had to be taken off work and the issue is still not resolved. We have had no hot water or heating for 10 days, during which it has been - degree weather and snow. We called Homeserve daily and they claimed they would call back within 2 hours and failed to do so on each occasion. We made verbal complaints on three separate calls (they stated they would escalate) and we received no call back or follow up. Communication from HomeServe was atrocious and condescending. Telling us we should contact Plumright ourselves if we wanted feedback. We did this on several occasions and they told us they did not consider this an emergency. The conditions are not conducive to positive health and they provided no feedback or support on resolving the issue. We still have no heating or hot water and have endured a terrible experience.

Arranged an appointment slot of between 8am - 12pm on Tue for an engineer to visit to diagnose a fault with the boiler. He turns up at 11.45 and after 1.5 hours of being unable to diagnose the problem, he rings the boiler manufacturer (who tells him within a minute to order a new control panel). New part is ordered and Homeserve rings me to arrange a visit to fit the part. I went for an 8am-1pm slot on Wed. By 11.45am, I had heard nothing, so I call Homserve and they inform me that the engineer is delayed. I am fuming so I cancel the appointment and rearrange it for Fri (asking them to make sure it is first thing in the morning). They give me a slot 8am-1pm. Nothing by 09.30 so I ring up and am told that the engineer is on his 1st job of the day and that he will visit me next (i.e. I am appointment number 2 and he will ring to let me know when he will arrive. 12.45pm, still nothing so I ring Homeserve and am told he has been delayed and expected by 3pm. I have made an official complaint. STEER CLEAR OF THIS COMPANY, their scheduling is awful, their customer service is awful and they don't listen to requests from their customers!

I have been with Homeserve for numerous years but rarely needed to use them .They take my money every month and my premium goes up every year!
Last Monday 17th November i called them at 20:30 ish to say my boiler was not working .Ok, the call centre man said, i am sorry to hear that, what's your long card number ! for the excess. after i paid it ..he said an engineer would be with me between 8am and 12 noon on the 18th, i will get a call from him to confirm a time..
I waited until 1pm before i rang then on the 18th to see where he was
..been held up was the reply ...2pm he rides down the street on his trusty nag wearing a Stetson and holding a 6 shooter .
He comes in i make him a cuppa ..as he looks at the lifeless boiler ..
Then he went for the fuse box ..changed it and hey presto the boiler bursts into life...fantastic i said feeling a bit daft for calling them out.
Oh no he says they must be a reason the fuse had blown he proceeds to unscrew the boiler cover ..yanking and pulling at it it would not come off..you need to take the top off your cabinet he says ..[boiler is in a built in cupboard]..the cover has been put on wrong. I climbed onto the kitchen units to have a look to see if i could remove the top off the cabinet..there's a screw here i said
you must have missed it !
Bang crash Bang Bang ..for 10 minutes ..have you the instructions he asks..errrr yes i said ..he took them off me and sat in his car for 20 mins reading it.
Comes back in on his mobile, i presume to someone who knows what they are doing...after a long conversation with his friend i could hear the boiler fire up 3 times.
He then shouts me into the kitchen ..I need to speak to somone else but they are on their dinner hour . Its 3pm at this point.
I will come back in an hour ..but this dripping water is causing the fault ..WHAT! i said it was not dripping before ...oh yes it was he says...it was raining out.
I think i would have noticed i said to him placing a pan under it.
Be back in an hour he said...
That was the last time i saw him or anyone else from Homeserve.
After numerous phone calls and complaints ..i am still left with no
Hot water or central heating for over a week now .
I have been lied to by homeserve and the contactors who sent the cowboy out originally..
What can i do ?

The main circuit breaker for my electric ocket blew and would not re-set. I contacted my Insurance company who advised that my insurance did not cover me. They transfered me to Homeserve so I could get someone out.
Homeserve took £75 plus VAT for one hours work and sent an electrician round. He took one look at the fuse box and refused to do anything as there was "old wiring" and it wasn't covered by the Inssurance. We then had a conversation about it not being under the Insurance but he still walked away leaving me with no electricity to most of my wall sockets.
I have phoned Homeserve every other day since and despite being told they would refund my money this has not happened and Homeserve are now saying they cannot access my details!

We called out Homeserve to mend a burst pipe - to an outside tap so not covered by our Homeserve Insurance. My husband was charged £103.50. Having repaired the pipe, the plumber tried to turn the stopcock on but it was broken. In order to repair the stop ### the plumber asked that I ring Homeserve to pay an additional charge. It tiurned out this was another £103.50. As I wanted the stopcock repair I authorised payment from my credit card thinking it would be cheaper than having to call out the plumber once again. My husband complained that since the plumber was already there this charge should have been less. The complaint was made on 2 Marxch 2012. I was rung yesterday on 2 May asking if this case could be closed. Having checked with my husband, I said we would like a partial refund as the additional work was actually part of the same job, as the outside tap would not have turned on if the stopcock didn't work. HomeServe claimed it was a completely separate job, refused to give a refund, said they were happy the dispute had been resolved and said they would send a letter. I said that from our point of view the dispute had not been resolved. I am not sure where to go from here.

I called the insurance company [protected]) as i have a leak in my kitchen and my neighbours roof is damaged because of it.

a plumber came out and had a look at it that day and says my trap under my sink needed replaced and wedged it in place with a tile until he could get permission from my insurance company to replace the trap.

my neighbours roof is still leaking and bowing and i called again on [protected]) another plumber came out and put plumbers tape round the screw thread and says the trap needed replaced and would let me know if my insurance would agree to it being replaced.

i called again on this date and was kept hanging on the phone for over an hour listening to music and no one answered the call at all.

this number is a "hotline" number supposedly in my opinion if it is classed as a hotline number it should be answered before an hour.

i have been with this company for several years now and have insurance for the sum of £1000.00 internal plumbing and £2000.00 external plumbing.

every time i have tried to claim off my insurance they tell me that the problem i have is not covered by my policy.

this time i called back on [protected]) and was told that the plumber that came out on the 19th of march had informed the insurance company that my plumbing was installed wrong.

if that is the case then why did the insurance company give me cover in the first place as it is the same plumbing that has been in the house since i bought the property, also when i took out the insurance no one came out to check my plumbing to say whether they would accept me as a client.which in my opinion should have been done as they are quite happy to take my premuim out the bank year after year but whenever any work needs carried out they dont want to honour any payment that should be met by them.

A man came to service the boiler on Friday, on the Monday morning we complained to HomeServe that it would not ignite and had no hot water.
Putting us through to the service dept we were told that 24 hours had elapsed and to make a fresh claim.
The trick they had up their sleeve was to charge £50 excess.
We are now at the mercy of this bad company over £153 worse off for a boiler that was working fine.
Their second trick was to put a fault on during service - the igniter was misaligned, also it keeps reseting and switching off.
Don't touch this company they are crooks.

I hope I'm posting this in the right place but I wanted to warn people about Homeserve and the cover it provides for boilers, central heating etc.

Briefly, we moved into our house about six years ago and bought cover with Homeserve for the boiler, central heating, electrics, drains, and plumbing.

We noticed an intermitent fault with our central heating and reported it to Homeserve very shortly after we bought cover with the company. Namely, the boiler would fire at 15 minute intervals for about 90 seconds whether or not the system was calling for heating. Additionally, the pump in the airing cupboard would continue to run and run. But there was certainly nothing wrong with the heating or the hot water; something was obviously wrong with the control mechanism somewhere.

From this point we've just had a saga with Homeserve including the company sending an engineer from Storm Heating in 2008 who recommended a power flush to the system, which I found out after I'd stupidly signed his chitty invalidated my insurance with Homeserve. Following a complaint the insurance was reinstated and I was paid £50 compensation. But the problem was never rectified.

Eventually after may be a dozen workmen had looked at our system one man said that it was an electrical problem and that finding it in the system wasn't part of the cover. As the problem was intermittent we just lived with it but this year the problem became permanent. So I contacted an electrician who came and diagnosed the problem. I then called Homeserve out who sent Storm Heating out again. The engineer said the system needed a power flush, complete rewiring, which isn't covered by the insurance and was too old anyway.

After a fairly pointless conversation with somebody at Homeserve's call centre, I have cancelled our policy with the company. I asked, but did not receive a satisfactory answer, why having complained about this fault for six years none of the engineers the company had sent could find the source of the problem or mend it, how odd it was that Storm Heating's answer to a system control problem was a power flush, and how, having serviced the boiler only last summer, the system was suddenly too old to mend but the company had been taking my insurance premiums each month. I told the operator, you've had six years to mend it and funnily now somebody else has found its source it's too old to mend.

I am writing a letter of complaint and will also be reporting them to Trading Standards as I think this is pretty sharp practice.

Dear Sir/ Madame,

I am writing to kindly request your urgent assistance to remove the photo attached to the last comment because accidentally I chose to upload the wrong picture where my full address is showing and I cannot remove it and replace it with the correct one.

Awaiting for your prompt reply.

Thanking you for your time, consideration and assistance in advance.

Kind Regards

Callie Prinari & J. Harde

his is the 5th day with no heating and no hot water…
the emergency service was told on Sunday and was here on Tuesday…
did nothing
today Thursday they said that we should get an electrician and then call them to come back…
before they left they said that all the electrics is fine…
last year they came 5 times for the Gas Safety Inspection out of which 4 they failed to show…
they sent the Gas Safety Certificate 9 months after…
they tell you you have to wait from 08:00 to 18:00…
imagine when they do not show…

Had a policy in place with Homeserve covering plumbing, electrical and water supply. The toilet started making a gurgling sound and began draining/filling slow. Called 1:00pm, told a plumber would be with us between 2-4. At this time I informed the rep that we had only one toilet and my husband is disabled. at 4:30, a rude woman telephoned and told me another job had took longer than expected and no one was coming out until the next day. I had to have the problem sorted myself. I have since filed a complaint.

for some time now iv been waiting for a reply from homeserve HQ about my three piece; ive emailed them sent aletter nothing so now its time to contact you again for the last time to see wether you are going to sort my furniture out the guy who came round took pitures told me il here from you but nothing, certificate number-[protected]

At the beginning of this year I had a complaint against Homeserve regarding their failure to respond to my boiler not working for a period of 13 days in, what was then, the coldest period in recent history.
I made a Subject Access request for them to reveal all of the 'Personal' contact I had made to them over this period. 'Conveniently', they failed to send me @ 15 to 20 of the complaints I made on their 'CONTACT US' form. They gave me the excuse that there were Technical Issues and that the site was, in effect, down for 2 weeks !
Having made a complaint to the Information Commissioners Office, only now, some 10 months later, have Homeserve 'Responded' and 'Mysteriously Found' my missing E mails. Quite obviously they have only been found due to the intervention of the ICO and they were, in my opinion, Witheld to 'Minimise' my orginal complaint to the FSA.
They are deceiptful and cunning in what they do so watch them. They even denied receipt of a Recorded Delivery letter UNTIL I gave them the evidence from the 'On Line Tracking' facility !

Do not touch this firm with a barge pole. They happily left us without any water for 8 days; on another occasion, they came to repair the toilet flush which was malfunctioning. By the time they had `finished' it did not work at all.
On both occasions it was necessary to employ local plumbers who finished the jobs quickly and efficiently.
Thus, it is a complete waste of money to subscribe to them.

I have a boiler contract with Homeserve.

My Glow-worm Enerygysaver 60 boiler started playing up so I contacted Homeserve.

They sent a engineer to take a look.

He found a leak and said he will order a part.

A week later I got a call from Homeserve saying that the parts will cost too much and they offered me £200 towards a new boiler and they would cancel the contract.

The parts they said it needed were: Main heat exchanger [protected] £446, sec heat exchanger [protected] £465, burner S203154P £165, gas council number 4131994.

Its seems that if the cost of repairs is above £200 then Homeserve will not attempt to fix it but just offer you £200 for a new boiler and cancel the contract.

You are better off putting the money aside instead of paying Homeserve.

SO, BEWARE IF YOU HAVE A CONTRACT WITH HOMESERVE. THE MOST THEY WILL COVER IS £200!

Left with 2nd hand water pump fitted and highly dangerous electrical installation. Homeserve will not rectify the problems they have caused.

I have held 3 seperate policies with Homeserve for the couple of years. We had a blocked drain which was causing our toilet to overflow. Homeserve sent out an engineer who agreed that the drains behind the toilet must have some kind of blockage. The drains were behind a tiled wall. We are getting a new bathroom fitted and the tiles and wall were taken down. Our Bathroom fitter advised us to get the drains fully clear before we install our new suite so that there would be no repeat of the flooding. We reported the matter to Homeserve who were dismissive and said that it needed to be an emergency before they would send anyone out. I said to their representitive that if we install our new suite and tile the wall behind the toilet the same thing would happen again. He agreed that if the toilet was to overflow then they would send an engineer to fix it. This chap was actually telling us to install the toilet, wait for it to flood and then they might send someone out. I have checked Homeserve's website and it clearly states that an emergency = anything that creates a risk of or damage to your home. A blocked drain which Homeserve clearly knew about would create a risk to our property but they did not want to know. I would advise everyone to cancel their policies immediatley because this company gladly takes your money but does not want to help when their customers need it.

I bought a warranty through our mortgage company GMAC for electrical appliances in our house. The name of the company is Home Serve. When the time came for them to replace our air conditioner the company says we switched some switchers or wires to by pass something and that caused the air conditioner to stop working. We have no idea to switch anything on an air conditioner or anything else. First they said the filter was clogged and after that they changed the story to the wires. They came last year too as I had the same complain. If the wires were switched then, why didn’t they fix it? I feel this company is looking to get out of having to fix our air conditioning unit. Would any one have any idea as to what I should do?