Keeping you and our Home Experts safe, whilst helping to keep your home running smoothly, is always our top priority.
We're monitoring the Coronavirus (COVID-19) situation daily and staying up-to-date on lockdown restrictions, so we can adjust our services where needed. You can find out more about the ways that we can be there for you, in the FAQs below.
Our phone lines are really busy right now, but don't forget, if you need to make a claim, you can book one of our Home Experts online in just a few minutes. You'll get the same availability as you would over the phone.
We also appreciate that this can also be a difficult time financially, so if you have any concerns about making your payments, we're here to help.
Together we can get through this.
There are differences in COVID restrictions across England, Scotland and Wales. We'll continue to follow guidance and provide our full range of services and installations where we can. These services may differ from one country to the next. In Scotland, we're currently only able to carry out essential repairs.
In the event that someone in your house is self-isolating and you need to make an emergency claim, please call us on 0330 0247 999*, so we can ensure we’re taking all the necessary measures to keep you and our Home Experts as safe as possible.
Should you book your Boiler Service or make a claim that isn’t urgent and you or someone in your home develop symptoms of Coronavirus (high temperature, continuous cough, loss of taste/smell), in the two weeks running up to your appointment, please let us know so we can cancel or rearrange this for you. You can also do this through your online My HomeServe account.
Yes, of course. We’re experiencing a high number of calls at the moment, but we’re working hard to get to you as quickly and as safely as possible. If you need to book a Home Expert, but you or someone in your household is self-isolating, please call us on 0330 0247 999*. Otherwise, you can quickly make your claim online.
Yes, unless you have been notified otherwise, we’ll be with you as planned.
If your appointment has been cancelled or needs to be rearranged, we’ll let you know either by:
If you need to make a claim, but someone in your house is self-isolating, please call us on 0330 0247 999*, so we can ensure we’re taking all the necessary measures to keep you and our Home Experts as safe as possible.
The safety of both our customers and Home Experts is our top priority - no matter what.
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for a Home Expert visit before deciding what to do next.
We want to be as clear as we can on what is classed as an “emergency” with HomeServe, so here are a few examples below.
An "emergency" is the sudden and unforeseen damage to something in your property covered by your policy, which immediately:
So we can ensure help is prioritised to those who need it most, here's a few guidelines to help identify someone as vulnerable:
If your household is self isolating or you are in a local lockdown and you have a Boiler Service booked, but your current service due date falls after the local lockdown or your self isolation ends, you can reschedule your appointment easily online.
To give you extra peace of mind, here are a few simple precautions you can take:
To keep you and our Home Experts safe, we're carrying out new boiler surveys by video call. Before completing your installation, we'll ask you if you're confirmed to have contracted COVID-19 or self-isolating, as per the government guidelines. You can get your FREE, no-obligation boiler quote online now.
Yes, you can. Please give us a call on 0330 0247 041*.
We understand that this can be a difficult time financially, so if you’re struggling or have any concerns about paying for your cover/plan, we’re happy to discuss the options that are available to you. This includes potentially being able to defer your payments for up to three months. To find out more about how we can help you, give us a call on 0330 0247 002*.
Hopefully we’ve been able to answer your questions here, but if you can’t find what you’re looking for, you can get in touch with us. If you still need to call us, please bear with us, we’re working hard to get to you as quickly and as safely as we can.
As the situation evolves we will continue to follow the latest Government advice and will update this page with further information.