General FAQs
We're careful to vet all HomeServe approved tradespeople. We do this by:
There are several options available when a policy/plan holder passes away, listed below. Please contact us to discuss the most suitable option.
An emergency is defined in the policy Terms & Conditions as sudden and unforeseen damage to something in your property covered by your policy, which immediately:
An example of an emergency is a water leak which can't be resolved by turning off the stop cock and where you are unable to temporarily stop the incident from causing further immediate damage within the main house of the property. For more information please refer to your policy/plan Terms & Conditions.
Our aim is to provide you with the highest standards of service, but we appreciate that sometimes, unfortunately things go wrong.
Letting us know when you are unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve to deliver the best possible service in the future.
The below summarises the six steps of our complaints handling process:
There are 4 easy ways to contact us:
We understand that resolving your complaint quickly is of the utmost importance, but to ensure we reach a fair outcome for you, we want to conduct athorough investigation and this can take time.
We will write to you to acknowledge your complaint within 5 working days from the receipt of your complaint.
One of our trained Customer Advocates will investigate your complaint.
They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a decision. To help with their investigations, they may need to contact you to request any additional information they will need.
Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we have not resolved your complaint by this time we will ensure you are kept updated on the progress of our investigations.
We will always endeavour to inform you of our decision over the telephone.
Where we have not been able to discuss our decision over the telephone we will confirm our decision in writing in a final response letter, we may still want to discuss the outcome with you. This letter will detail a full account of our findings and the rationale for our decision. In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will either provide you with a final response letter, or a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our final response.
At this point we will also inform you that you have the option to refer your complaint to the Financial Ombudsman Service and provide you with a booklet giving you further details on the service they provide.
If you are not happy with our final response or, 8 weeks have passed since you initially raised your complaint with us you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.
If you have a complaint you should always contact us first. The Ombudsman will only consider your complaint once you have attempted to resolve it directly with us.
You have a period of 6 months in which to refer to the Ombudsman. The 6 month period starts from the date of the final response. The contact details of the Financial Ombudsman Service areas follows:
We no longer need to see a copy of the Power of Attorney or Court of Protection documents, for you to speak to us on behalf of someone with HomeServe cover. If your need to get in touch, just chat to us and we'll be happy to help.
To update your marketing preferences or to remove yourself from Home Serve’s emails/mailings/phone calls, please contact us.
As Checkatrade.com is independent of HomeServe, queries or complaints regarding CheckaTrade can be directed to them via: http://www.checkatrade.com/Consumer/Complaints.aspx
All gas products include a Boiler Health Check as an initial inspection to check things over and make sure your boiler is safe and can be covered. Your boiler must pass before any gas claims can be progressed. It's quick and easy to book online and must be booked or completed within the first 90 days; otherwise your cover may be cancelled or amended to remove the boiler/system element (if applicable).
Regular servicing may reduce the risk of a breakdown and may also help to prolong the life of your boiler. Your boiler service will be completed at the same time as your Boiler Health Check.
There are a few differences in what happens during a health check, to what work is carried out during a service. To find out more visit our dedicated page.
Yes, we can help you find the right new boiler for your home and install it at a time to suit you. Plus, there are exclusive discounts available to HomeServe customers on a range of makes and models. Terms & Conditions apply. Call 0808 278 1246 and speak to one of our friendly advisors who will be able to answer any questions and book in a survey.
Please check any existing policies you may have, to understand what you're already covered for before proceeding.
Existing Cover FAQs
If you've received a letter explaining that your Direct Debit has failed, please call us on 0330 0247 002* as soon as possible, ensuring you have your policy/plan number to hand. You may also wish to contact your bank to discuss the failed payment.
To change the way you pay for your policy/plan, please call us on 0330 0247 999*. Please have your new payment details and policy/plan number to hand.
Homeowners - Please contact us or update your details online by logging into My HomeServe.
Landlords - Please contact us to update your details.
If you're in the process of moving home (or you've already moved) and need to update the address on your policy/plan, simply get in touch. If you have a gas policy/plan you will need to arrange another Boiler Health Check, to ensure your boiler is safe and can be covered.
Homeowners - Please update your address online by logging into My HomeServe, email us or call us on 0330 0247 002*.
Landlords - Please email us or call 0330 0247 002*.
To request a copy of your Policy/Plan Summary or Terms & Conditions, please contact us by phone, email or by writing to us.
Alternatively, if you are a homeowner, you can view your Policy/Plan Summary online by logging into My HomeServe. If your policy is held in joint names or is a landlord policy, please contact us.
To cancel your policy/plan, please call us on 0330 0247 002* or write to us at the following address. Please remember to include your name, address and the policy/plan number of the product you wish to cancel.
If you'd like to discuss your renewal premium, please call us on 0330 0247 002*.
Customer Administration Department
HomeServe Membership Limited
Cable Drive
Walsall
WS2 7BN
Our service department will contact you each year to arrange your boiler service, if you have a boiler service included in your policy/plan. The type of policy/plan you hold will determine when your service will be carried out.
Homeowners - Your boiler service will be carried out between April and September.
Landlords - Boiler services for Landlords are carried out Monday to Friday, 9am to 5pm. If you opt to include a gas safety inspection (CP12) in your policy/plan, this will be carried out the same time as your boiler service.
Pricing FAQs
Your first year price was an introductory offer to enable you to take out the cover at a reduced price. When taking out the policy via mailing, our website or over the phone, we always aim to give you an indication of what your price will be upon renewal, provided you've not made any claims.
Our prices are assessed annually, and are amended to reflect any changes to business costs and increased investments in our service.
You may notice different prices on our website - these are introductory offers for new customers. If you'd like to discuss your premium please call us on 0330 0247 002* or contact us through Live Chat.
Your claims history can be taken into account when calculating your renewal price.
Claims FAQs
If you are a Homeowner and want to make a claim or book an appointment online then you can do so for the following products:
Plumbing
Flats or Landlord policies aren't currently able to make a claim online. You can however, speak to one of our live chat agents who will be happy to assist with your claim. Alternatively you can give us a call on 0330 0247 999* - our lines are open 24/7, 365 days a year.
If you suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999.
If your policy includes an excess, a separate payment will be required for each claim you make.
We accept payment using the following cards; MasterCard, Maestro, Visa or Visa Delta. Please see your Terms & Conditions for full details.
Please see your Terms & Conditions for full details of what's covered by your policy/plan. If you're a homeowner, you can also log into My HomeServe and view your policy/plan details and documents online. If you have a joint or landlord policy, please contact us.
If you can't find your policy/plan details, please contact us.
*Calls may be recorded for quality control and training purposes. Calls to 03 numbers will cost you no more than 01 or 02 numbers, charges may vary depending on your network provider. Calls to 03 numbers will be part of inclusive minute plans for landlines and mobiles. Lines are open 8am to 8pm weekdays, 8am to 4pm Saturday and 10am to 4pm Sunday.
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