COVID-19 Service Updates and FAQs
Frequently Asked Questions
I have a service request. How do I contact HomeServe?
What type of repairs will be addressed during the coronavirus crisis?
In collaboration with our network of technicians and contractors throughout the country, we will work to address repairs where and when we can, as quickly as we can. There are state and local mandates in place in many parts of the country and our priority is keeping you and our technicians safe.
What if I have an emergency?
For emergencies that may threaten the health and safety of you and your family, we will deploy technicians as quickly as possible - like we always do.
If your repair can wait, our customer service team will ask for your patience. It may be that your job will take longer to complete. Or you can always decide to call us back in a few weeks.
Can I get home repair assistance over the phone?
In certain service request situations, our Repair Management Coordinators are trained to trouble shoot your problem to determine if a self-resolution fix is possible. This will only be offered to attempt to quickly resolve your issue and only when it is safe to do so. It may help restore service to your home immediately, keeping our technicians focused on more complex jobs and helps keep our customers and technicians out of contact with each other - reducing the risk of spreading the COVID19 virus.
If I am showing symptoms, will you come to my house?
Different repair types and situations will dictate how your request is handled. Just give us a call at 1-855-336-2465 and we’ll find the best and safest solution.
What pre-screening questions will I be asked?
Below are the 3 questions you’ll be asked when you call HomeServe. (Technicians arriving at your home may also ask you these questions prior to entry.)
• Have you been in contact with anyone in the last 14 days who has had a confirmed case of COVID-19 (coronavirus)?
• In the last 14 days, have you visited any of the high risk areas impacted by COVID-19 (coronavirus)? (See list here)
• Is anyone in the home under quarantine because of coronavirus, either a confirmed or suspected case?
What questions should I ask the technician before they enter my house?
Like us, we know you want to be as safe as possible. You should feel free to ask the technician the same types of questions we're asking you. If you feel like your technician presents a health risk, please call us and we'll see about making alternate arrangements for your repair.
What safety precautions are technicians taking before entering customers’ homes?
We have initiated protective measures to keep our technicians healthy - limiting them from unnecessary risks when entering customers' homes. They have been instructed to practice good hygiene, they've been trained on when and how to use personal protective equipment (and/or cloth coverings) and we've advised them that they should stay home from work if they are ill. Plus, we'll be asking several pre-screening questions to understand whether someone in the home is infected or has a high risk of being infected.
How do I stay updated on HomeServe policy changes?
We will be updating this FAQ page when necessary.