HomeServe Reviews - www.homeserve.com

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★★★☆☆
3.2 / 5
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Latest Reviews

★☆☆☆☆

“3 Missed appointments”

Written on: 16/10/2017 by Kent443 (1 review written)

Hopeless and a waste of time. Homeserve contractors failed to turn up as arranged 3 times leaving us without hot water for 10 days. Yes they are apologetic but what is the point of emergency cover if it cannot fix a problem quickly? To add insult to injury a neighbour had a Homeserve plumber turned up to service a neighbours boiler - surely a loss of service should be a higher priority?… Read Full Review

By Homeserveuk

Written on: 17/10/2017

Hi there,

Thank you for bringing this to our attention. It’s never our intention for anyone to be left feeling this way and our main focus is to always get your home back up and running as soon as we can.

We should be attending when we say we will and keeping you updated along the way, so it is disappointing to learn that this didn’t happen this time. We’d very much like to take a look into the concerns you’ve raised, therefore could you please email your address details in order for us to locate your policy. Our contact details can be found at the top of our page.

Hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Dissappointing”

Written on: 08/10/2017 by wl760462a (1 review written)

Having been a loyal customer of Homeserve since 2004 I am appalled at the service I have received. Over the years my boiler cover has steadily risen and i am now paying £24.77 for standard boiler cover which I find is inconsistent with prices homeserve advertise. Recently my Boiler stopped working called Homeserve who sent an Engineer out , He told me my boiler was defective and deemed it unsafe to use and isolated the gas supply. Homeserve called me a few hours later saying they have a new… Read Full Review

By Homeserveuk

Written on: 13/10/2017

Hi,

I’ve read your post and I understand why you’re disappointed with the service you received. This is something we’d welcome the opportunity to discuss with you.

The situation you’ve described is not representative of our company. To clarify, we work with our network of engineers. In instances where we aren’t able to complete a repair, we provide a new boiler should individuals, such as yourself, choose to pay for the installation costs. This should have all been explained clearly to you and we’d like to understand your situation so we can try to assist. Should you wish to get in touch you’ll find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“HomeServ has been a complete waste of time and money ”

Written on: 21/09/2017 by hmRobb492 (1 review written)

I have been waiting for over a week and over 20 phone calls to get HomeServ to get a contractor out to look at my furnace. The contractors they notify don't call me, and when HomeServ calls them they can't get hold of them. They are unable to find anyone to come out. I would talk to one person and they would tell me I would be called within two hours (never happened), and then call back, only to be told that the other person had entered the repair request into the system incorrectly and it had… Read Full Review

By Homeserveuk

Written on: 21/09/2017

Hi,

Thank you for bringing this to our attention.

It doesn’t sound like you’ve had a great experience with us so far. While clearly very frustrating for you, this isn’t a normal experience, and I’m really sorry.

We always strive to get things right and would like to try and help. So we can assist please get in touch with your details. You’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Leaking gland nut of mains tap inside the house.”

Written on: 14/08/2017 by NoelleBond195 (1 review written)

Called at 10.00 am on Saturday 12 Aug 2017 to report a serious leak from the mains tap under the stairs. Was told they weren't busy and would be with us quickly; not so- we were called again and told that our emergency couldn't be done except anywhere between 12 noon and 6.00 pm. So we're a couple of pensioners, and our stairwell is filling with water fast, not just a drip but running water. We had to call a local plumber who saw our predicament and came within a half-hour. He… Read Full Review

By Homeserveuk

Written on: 21/09/2017

Hi,

Thank you for bringing this to our attention.

We’re committed to helping our Customers’, but clearly on this occasion we didn’t get it for you and I’m very sorry about that.

We’re sorry you’ve chosen to leave us. Should you wish to discuss your experience in more detail we’d welcome the opportunity to speak to you. Our contact details can be found at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“was transferred to homeserve from n power in January...”

Written on: 07/08/2017 by freddie59 (1 review written)

was transferred to homeserve from n power in January 2017.homeserve contacted me in april to carry out my annual inspection.date arranged was 1st may2017 (Homeserve promised they worked bank holidays.) surprise surprise no one turned up.another date was arranged and they missed that too! I phoned up and complained made yet another date and was promised compensation of £50.(I didn't get that either ) in the mean time my boiler developed a fault.when the service engineer actually turned up on… Read Full Review

By Homeserveuk

Written on: 21/09/2017

Hi Freddie,

Thank you for making us aware of your experience. I’m very sorry that on this occasion we didn’t deliver the level of service we’d have expected you to receive.

The situation you’ve described is not representative of our service as a whole. I’m sorry that this wasn’t easy for you, and I’d absolutely like to apologise for any distress this caused you at the time.

If you’d like to discuss your experience in more detail please reach out to us. You’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★★☆☆☆

“30 Days to get service pipe fixed.”

Written on: 13/07/2017 by kgeorge4 (2 reviews written)

We spotted a bad leak in our driveway; we contacted Homeserve to be told an engineer would attend in two weeks. We contacted the water authority to notify them of the leak; they sent one of their engineers out within 2 hours, although they would not do a repair as the leak was on private land. The water authority engineer advised us not to use our boiler, because the pressure was so low it would not be safe, we were also advised to notify Homeserve of this information, we also let Homeserve… Read Full Review

By Homeserveuk

Written on: 21/09/2017

Hi,

Thank you for sharing your experience with us.

I'm disappointed to read your review. What you’ve described does not reflect our usual level of service. Your experience, whilst clearly inconvenient for you, wasn’t a typical one, so I'd very much like to apologise.

Admittedly now and then things don’t always go to plan, but we’ll always do our best to put things right wherever we can. From your comments it seems we’ve had the opportunity to look into this on your behalf. Should you wish to discuss this in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“I cancelled the policy and they have kept taking...”

Written on: 06/07/2017 by PierreHall (1 review written)

I cancelled the policy and they have kept taking money. have been told that they will refund me but I have to wait 10 days. this is not their money to hold onto they took it without asking. I would never use these people again… Read Full Review

By Homeserveuk

Written on: 10/07/2017

Hi Pierre,

Thank you for reaching out to us.

It is never our intention to place a barrier when a Customer chooses to cancel, so I’m really disappointed to learn of your recent experience. We’d very much like to take a look into what’s happened here, therefore could you please email your address details in order for us to locate your policy. Our contact details can be found at the top of our page.

Hope to hear from you soon.

Kind regards,

Alison
Here To Help Team

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★☆☆☆☆

“Save your money - Your not covered!”

Written on: 31/05/2017 by GianaRasmussen120 (1 review written)

Awful experience. There documents say "Relax your covered" but when you need to claim, you realise your not covered for anything of value. Instead Home Serve hid behind a technical word called a "Glendill cylinder" in the small print of its exclusions policy. Anyone who is not a gas engineer wouldn't know what that was. As it happens its the main large tank control system. To exclude it is like excluding the engine from car insurance. Worse is that they don't have any sense of customer duty or… Read Full Review

By Homeserveuk

Written on: 12/06/2017

Hi,

Thanks for reaching out to us.

I appreciate letting us know about your recent experience. I understand your situation isn’t ideal for you; however, we always try and help our Customers when they need us.

We take the work we do seriously and aim to complete all claims. The reality is however that some things aren’t covered. We endeavour to keep our Customers’ informed of what is and isn’t covered. This is the reason we send out Terms and Conditions on an annual basis. We have Terms and Conditions in place so that we can be clear about what our service provides.

If you’d like to discuss anything in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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Cha-Cha's Comment

Written on: 28/07/2017

Oh, please :) You are paid to be nice. Why else would you even bother answering at all? I have had so many issues with you, that a paper of the Great Wall size itself won`t be enough. I`ve been canceled at the last minute, your engineers won`t show up, you`d cancel the appointments without even letting me know, etc. So, tell me... How are you still in business since you do not consider your customers... YOUR customers, but just people who keep you on the safe line. I have been missing so many days at my work BECAUSE OF YOUR POOR CUSTOMER SERVICE and lack of commitment and and and... Too many... I`ve been through a nightmare with you. Reconsidering my options had not paid for all the stress I`ve been under the period I have been one of your customers! I`d say that I wish you GOOD LUCK in the future, but I would lie.

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★☆☆☆☆

“in the middle of a claim”

Written on: 15/05/2017 by O'Neal278 (1 review written)

OMG I am now worried. Been with this organisation for 3 years and never have needed support of an engineer until NOW. On the phone call was told a visit between 08:00 - 13:00 today (Also in writing via text). Already I have chased and have now been told until 15:00. How appalling no phone call and my day off waisted before they have even got here. These days with the advancement of technology this is not what I would expect. Not off to a good start :(… Read Full Review

By Homeserveuk

Written on: 12/06/2017

Hi,

Thanks for reaching out to us.

We understand how important it is to have your home back up and running and that’s what we’re here for. It seems like your claim didn’t get off to the smoothest start, but I do hope we got this sorted for you.

Hopefully this matter is now resolved. If you’d like to discuss anything in more detail you’ll find our contact details at the top of our page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Joke that is Homeserve boiler care”

Written on: 20/04/2017 by Mandara43 (1 review written)

I arranged to take out boiler care with Homeseve, what a shambles this company are!! Boiler Health Check & service arranged 21 March 2017 & carried out by ma with a spanner, a hoover & a hand held computer? By beginning of April no certificate received as promise advising boiler had been accepted. Chase HS who advised certificate had been done & was in the post would take up to 10-15 days. 20 April still no letter now paid two premiums!. Rang again to query put on hold for 9 minutes then hung… Read Full Review

By Homeserveuk

Written on: 12/06/2017

Hi,

Thanks for making us aware of your service issue.

The level of service you’ve outlined is not what we’d have expected you to receive. It sounds as though things weren’t as easy as they could have been for you, and for that I’m sorry.

Hopefully this matter is now resolved. Should you need any assistance or wish to discuss this in more detail you’ll find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Appalling service.”

Written on: 20/04/2017 by philipthompson (1 review written)

Cold water tank leak in loft on 12/4/2017 at 0415, called centre and engineer arrived at 1230 and drained tank and isolated water supply. Informed it would be FIVE days before it could be replaced. I ordered a replacement tank on the day via the call centre and paid for it. On the expected day I was telephoned by the call centre to ask if my tank had been delivered. No one asked me to have it delivered, I was informed by the engineer they would collect it. Another THREE days pass having phoned… Read Full Review

By Homeserveuk

Written on: 12/06/2017

Hi Philip,

Thanks for taking the time to get in touch with us.

I understand that waiting for a part isn’t ideal. I’d like to reassure you that we wouldn’t order a part in if we didn’t need to. The reason we use approved suppliers is to ensure that the parts are genuine and safe to use.
I’m sorry for the inconvenience this issue caused for you and your family. Hopefully this issue is resolved now, but if you wish to discuss this in more detail you can find our contact details at the top of our profile page.

Kind regards,

Famena
Here To Help Team

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★☆☆☆☆

“Appalling ”

Written on: 27/03/2017 by Jaelyn37 (1 review written)

Please stay away from this. They have literally ripped my toilet out and said they would replace this baring in mind I have two adults and 4 kids living in the property at the moment and have left us with no toilet for over two weeks, having to flush the toilet with a bucket. I have called 6 times and they promised to call back which they haven't and now I've had to pay a plumber to put this right. Stay away guys as this is a dreadful service… Read Full Review

By Homeserveuk

Written on: 29/03/2017

Hi there,

It's disappointing to hear of the issues you've faced here, this is definitely not the level of service we aim to provide. I understand you've now had the repair carried out by an independent plumber, however I would like to look into this to understand why this has happened and what we can do to help put things right. If you could please email your policy details to the email address at the top of the page, we will look into this right away.

Kind regards,

Alice
Here To Help Team

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★★★★★

“Excellent service the best evet”

Written on: 08/02/2017 by Ayers334 (1 review written)

8th Feb 2017 We had a leak with the pipes and seal of our toilet. We called home serve for the first time.. a plumber was with us very quickly . He found leaks which were much worse than we had expected.....he spoke to head office and it was decided due to the severity of the leak a new toilet.. seals and even wooden floors was fitted This young plumber worked so hard by himself for 6 hours.. I want to say a massive thank you to homeserve for the excellent service provided.. I am an 81 year… Read Full Review

By Homeserveuk

Written on: 21/09/2017

Hello,

It sounds like my colleague did a good job for you. Our engineers are out on the road 365 days a year and feedback like this is always appreciated.

We’re glad we could help you, and should you need us again, you know where we are.

Best regards,

Famena
Here To Help Team

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★☆☆☆☆

“Beware of exterior water line coverage if you own a condo”

Written on: 08/02/2017 by beachgirl7 (1 review written)

Beware of purchasing this insurance if you own a condo. I bought the exterior water line service. They are happy to sell you the policy without asking any questions on where the water line is. they sold to several people in my condo building with no questions. I have a leak in my water line so I call them for a service call. they send someone out and then the fight begins. We each have individual water lines, individual meters and we are responsible for our water lines (they are our… Read Full Review

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★★★★★

“Two call outs with in ten days.”

Written on: 04/02/2017 by Hatton1953 (1 review written)

We have had insurance with HomeServe for several years without having to make a claim. Our first problem was a noisy toilet when flushed . Our second problem was a leak under the bath . On both occasions on contacting HomeServe we were looked after in a very professional manner . A plumber was arranged to visit us later in the day. We were advised he would phone us shortly before arriving which he did . On arrival he sorted out the problem quickly and efficiently . We will be happy to continue… Read Full Review

By Homeserveuk

Written on: 06/02/2017

Hi there,

Thanks for letting us know about your claim, really pleased we were able to help get those issues sorted and you were happy with the work completed, if you need any further help please let us know.

Kindest regards

Rebecca
Here To Help Team

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★★★★★

“Fantastic service”

Written on: 02/02/2017 by ManuelMurphy155 (1 review written)

Had homserve for a few years but never needed them untill recently. We had a leak behind a wall in the kitchen. We exposed the leak then rang Homeserve.The man who took my call asked for my details then said there will be someone with you within the hour. True to his word a plumber came out & fixed the leak straight away.I had nothing at all to pay just had to sign for the repair. What a fantastic service! I would recommend them to anybody. Thanks again for your prompt no fuss service Homeserve… Read Full Review

By Homeserveuk

Written on: 06/02/2017

Hi,

To know that you think so highly of us is wonderful, the service you receive is greatly important to us. I’m pleased to see that your experience was a great one and we really appreciate the feedback.

Rebecca
Here To Help Team

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★★★★★

“Fantastic service.”

Written on: 02/02/2017 by yjClark272 (1 review written)

From my initial phone call to the completion of the job I can only applaud HomeServe. They promised a call back within the hour and that happened. We were offered a visit that night, we were able to contain the problem and so arranged for an visit the following morning. The engineer phoned us when he was on his way. On arrival he put on protective footwear (hopefully for our benefit). He dealt with the problem in a most professional way, not being prepared to just fix it he went to great… Read Full Review

By Homeserveuk

Written on: 06/02/2017

Hey,

This is an amazing review, thank you for sharing it with us. To know you are so pleased with the way in which your claim was handled is great and it’s what we aim for every time.

Take care.

Rebecca
Here To Help Team

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★★★★★

“toilet flush repair”

Written on: 31/01/2017 by Aidynw440 (1 review written)

Excellent service all round. Called on Friday and plumber came round on Saturday. What a very pleasant and professional guy to deal with. Gave a very thorough explanation of the problem and the different alternatives to fix it. Did a very clean, tidy and efficient job and was extremely polite… Read Full Review

By Homeserveuk

Written on: 06/02/2017

Hi there,

Thank you so much for leaving such a great review, I’m so pleased that we were able to help and you are happy with the service received. If you ever need anything in the future, you know what to do.

Kind regards

Rebecca
Here To Help Team

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By Homeserveuk

Written on: 06/02/2017

Hi there,

Thank you so much for leaving such a great review, I’m so pleased that we were able to help and you are happy with the service received. If you ever need anything in the future, you know what to do.

Kind regards

Rebecca
Here To Help Team

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★★★★★

“My call out to you was very prompt. and the job was...”

Written on: 31/01/2017 by Jayleno426 (1 review written)

My call out to you was very prompt. and the job was well done. As it was an emergency plumbing job over the Xmas period I was so pleased I could call you/ Many Thanks… Read Full Review

By Homeserveuk

Written on: 01/02/2017

Hi there,

Thank you for taking the time to get in touch.

I’m really pleased we were able to help you out when you needed a hand :)

Alison
Here To Help Team

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★★★★★

“Excellent service ”

Written on: 30/01/2017 by lindaboocker (1 review written)

Excellent service from start to finish. Great call centre staff very efficient helpful and a bit of fun. Service engineer was kept me upto date with his time schedule he was extremely pleasant. Explained what he was doing solved problem. Went on to tell me if I had any further problems to call back. I made call in morning engineer arrived same day. He cleared up after himself was well presented. Very polite. There wasn't anything I didn't like about any of the service I received I believe… Read Full Review

By Homeserveuk

Written on: 01/02/2017

Hi,

We strive to make each claims journey as smooth and effortless as possible for our Customers, so I'm thrilled you were able to experience this first-hand.

Thank you for taking the time to leave your review. You know where we are if you need us again :)

Alison
Here To Help Team

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