Appointment was booked swiftly. The engineer that visited was very thorough and helpful answering my questions. Very tidy workmanship Would have given 5 stars but haven't received any paperwork o... See more
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Based on these reviews
The explanation of the plans available easy to follow, the price and ease of website very good as was the confirmation. The only reason five stars not given is I have not required a call out having j... See more
Company replied
The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display
Company replied
I had to use this route to sort the insurance because I couldn't get anyone to sort it out properly when renewal date was reached. I was fed up trying to sort it out that way which was very disappoint... See more
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Company details
About HEA
Written by the company
HEA helps keep your home running - whatever goes wrong. From boiler breakdowns and heating issues to plumbing, drainage and electrical faults, our home emergency cover is designed to get things sorted fast, without the unexpected costs.
We also cover over 30 of your everyday household appliances - from washing machines and ovens to vacuum cleaners, coffee machines and more. So whether it’s a sudden breakdown or accidental damage, you’re not left footing the bill.
Fast, reliable help when you need it most. That’s why thousands of UK homeowners trust HEA for affordable, hassle-free cover and real peace of mind.
Get a QuoteContact info
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, United Kingdom
- marketing@homeemergencyassist.com
- homeemergencyassist.com
3.9
Great
12K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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The plumber Andy was highly…
The plumber Andy was highly professional and tidy. The plumbing repair was a difficult one but Andy was tenacious in fixing the issue and done a great job
April 17, 2026
Unprompted review
Renewal of insurance with patient agent
I've been using this services for many years now just renewed my policy today .l spoke to delightful agent Mark I'm not very good with my hearing having him repeat himself numerous times extremely patient many thanks Mark.
April 17, 2026
Unprompted review
I have been in touch with customer…
I have been in touch with customer services.The so called service comprises of a few safety checks only,taking around just ten minutes!The engineer told me he was not allowed to open up the boiler cover and that he did not do a service,reconfirmed on his report he left with me and which your customer service has since confirmed as received.The contract clearly shows that a boiler service is due at a cost of £90 so that either this should be honoured or the cost rebates as I have requested on 31 March!.The engineer did say a number of customers he had visited were equally unimpressed. I suggest you need to change your contact terms of you do not intend to properly service boilers configure as this should be carried potentially addition to any other safety checks.
April 15, 2026
Reply from HEA
Good morning Mr Mattinson,
Thank you for your feedback. We’re sorry to hear you were disappointed with your service.
As outlined in our terms and conditions, the annual boiler service included in your plan is a safety and performance check, not a full strip-down service. During the visit, the engineer carries out a range of checks (such as gas pressure, flue, safety devices, and combustion performance) to ensure the boiler is operating safely and efficiently.
This type of service does not require removing the boiler casing unless necessary, and any additional repairs or maintenance fall outside the scope of the service.
We appreciate your comments and are sorry if expectations differed. Please contact our customer service team if you’d like us to review this further.
Kind Regards,
Customer Relations.
On time got a phone call before hand to…
On time got a phone call before hand to say how long they would be . Very polite and cleaned up afterwards
April 7, 2026
Reply from HEA
Hi Heather,
Thank you for your positive feedback. We’re really pleased to hear that you were kept informed ahead of the visit, and that the engineer was polite and left everything clean and tidy. We’ll be sure to pass your kind comments on to the team.
Kind regards,
Nazeera.
Reply from HEA
Hi Rita,
Thank you for your feedback! I’m glad to hear you found the communication clear, efficient, and helpful. We always aim to keep things simple, knowledgeable, and polite—really appreciate you taking the time to share this.
Kind regards,
Nazeera.
The engineer was very good and helpful.
April 7, 2026
Reply from HEA
Hi Nilgun,
Thank you for your kind feedback. We’re pleased to hear that the engineer was very helpful and provided a great service. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi Paul,
Thank you for your kind review! It’s great to hear our engineer delivered efficient service and completed everything on time. We truly appreciate your feedback and support.
Kind regards,
Nazeera.
Steer clear useless
I'm a vulnerable person with a 10 yr old daughter and wife, me and my daughter are vulnerable. They are aware of this it's on my record. We've been with them a few years never a need to use. Rang them a few wks ago because the boiler is making a funny noise it's only 5yrs old and told as heating is working it's fine on the phone. Were told not to worry claims are 24/7 yeah right. We sat up till 3am awaiting a call from an engineer as told by the emergency helpline. Noone got in touch. We rang back this morning, paid our excess which for some reason wasn't requested last night. Again got an apology and told they will look into and get someone to get in touch that was 930 this morning. It's 6pm and still nothing been back in touch same said again and an apology which sorts nothing. Not even an acknowledgement which would of gone a long way by the engineer. So I'm sat in a freezing cold house awaiting 2 operations my daught waiting on one, I'm on crutches with several disabilities left to struggle with noone giving a damn. You know how good a company is when your in this situation and they are dire. If I cancelled my direct debit they'd be in touch quicker. I dunno what's gunna go on. I very much doubt they even care other than money but I won't be making the same mistake a year steer clear because they are rubbish. I'm patient and I don't expect to click my fingers and something to be done. More engineers should be on hand and an acknowledgement call is literally two minutes. 😡. Just read the reply and it's the first I've heard from it however am grateful of how you have dealt with that so thank you for the refund. I haven't received as I write this but I'm sure you will be in touch. Thank you for dealing with so fast and putting a bit of trust back there again.
April 5, 2026
Unprompted review
Reply from HEA
Good afternoon,
Thank you for your feedback, and we are very sorry to hear about your experience.
We fully recognise the impact this situation has had, particularly given your circumstances, and we sincerely apologise for the delay in attendance and the lack of communication you received.
Following your complaint, we carried out a full investigation and have upheld your concerns. To resolve this, we have refunded the £95 excess paid as a gesture of goodwill, and have taken steps internally to address the service issues identified, including contractor responsiveness and support for vulnerable customers.
We understand this fell below the standard of service you should expect from us, and we are truly sorry for the distress and inconvenience caused.
If you would like to discuss this further, please contact us directly and we will be happy to assist.
Kind regards,
Customer Relations
Renewal was easy and still got a good…
Renewal was easy and still got a good deal
April 1, 2026
Unprompted review
Reply from HEA
Hi Brenda,
Thank you for your feedback! We’re pleased to hear your renewal process was smooth and that you were able to secure a great deal. We appreciate your continued support!
Kind regards,
Nazeera.
trusty work people.quick very polite…
trusty work people.quick very polite did the job in no time very satisfactory.
March 27, 2026
Reply from HEA
Hi Kenneth,
Thank you for your wonderful feedback! We’re delighted to hear that you found our team quick, polite, and efficient. It’s great to know the job was completed to your satisfaction—we truly appreciate your support!
Kind regards,
Nazeera.
Reply from HEA
Hi Michael,
Thank you for your kind feedback! We’re glad to hear you found our service punctual, polite, and efficient—your support means a lot to us.
Kind regards,
Nazeera.
The gas engineer came in the morning to…
The gas engineer came in the morning to carry out the service on the boiler , very professional, and detailed , and very cautious in his work, he informed us that the boiler was in great condition, and there was no need for us to worry about the boiler.
March 20, 2026
Reply from HEA
Hi Charles,
Thanks for your lovely feedback! We’re really glad to hear the engineer provided a professional and thorough service, and that everything with your boiler is in great condition. It’s always nice to have that peace of mind 😊 We’ll be sure to pass your comments on!
Kind regards,
Nazeera.
Surprised to see our policy renewed and…
Surprised to see our policy renewed and money taken despite having policy auto renewal set to “NOT AUTO RENEW “ have decided to keep policy but will be watching next year to check it doesn’t automatically renew again
March 28, 2026
Unprompted review
Reply from HEA
Good Morning Mark,
Thank you for your feedback.
We understand your concern regarding the renewal of your policy. We do have a process in place for customers who have opted out of auto-renewal, which prevents the policy from renewing automatically.
By default, our policies are set to renew automatically unless the auto-renewal option has been deselected. If this setting remains active, the policy will follow the standard renewal process. We also send renewal notifications approximately 26 days prior to the renewal date to ensure customers have plenty of notice and time to make any changes.
We appreciate you choosing to continue your policy with us, and we will of course be happy to assist if you would like us to review or confirm your auto-renewal preferences for next year.
Kind Regards,
Customer Relations.
Not the best engineer
The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display
March 20, 2026
Reply from HEA
Hi Gladys,
Thanks for your feedback, and we’re really sorry for the inconvenience caused.
We’ve looked into this with the engineer’s company, and there were no issues noted on their end. However, we understand from speaking with you that the boiler had been switched off and you had to turn it back on the following morning when you noticed there was no hot water.
We appreciate you bringing this to our attention and apologise again for the disruption. Your feedback is really important to us, and we’ll make sure this is followed up internally to help prevent this happening again.
Kind regards,
Nazeera.
Professional,efficient friendly engineer
I was kept fully informed of the arrival time of the engineer by phone when there was a very slight delay due to traffic conditions.
The engineer was friendly, respectful, thorough and efficient. He did far more checks than the engineer who came last time, even checking my LPG canisters and pipes outside, giving advice on wear and tear of pipes
March 20, 2026
Reply from HEA
Hi Avril,
Thanks so much for taking the time to share your experience! We’re really pleased to hear you were kept well informed and that the engineer provided such a thorough and professional service. It’s great to know they went the extra mile with additional checks and helpful advice too. We’ll be sure to pass on your kind feedback
Kind regards,
Nazeera.
Cancelled policy in error
Cancelled policy in error, all sorted and straight forward. Customer service person was very helpful and friendly and informative!
March 20, 2026
Reply from HEA
Hi Marianna,
Thanks so much for your feedback! Glad we could get everything sorted quickly and smoothly for you 😊 It’s great to hear our team was helpful, friendly, and kept you informed along the way. If you ever need anything else, we’re here to help!
Kind regards,
Nazeera.
Be aware
For 2 consecutive years, I had the boiler check, they pass, and then an issue arrises within days on both occassions. The damage had caused almost 1K in repairs and home emergency assist refused to pay, but they still take the call out fees and their call out was very slow and not qualified to do the repair, which led to a very big and dangerous emergency. Legal investigation is now impending.
I highly recommend using a different company for boiler and home emergency insurance.
March 7, 2026
Reply from HEA
Hi Jamie,
Thank you for your feedback.
We can confirm that a complaint has already been raised regarding this matter and is currently under investigation. Once our review has been completed, a full response will be issued to you directly.
Kind regards,
Home Emergency Assist
Reply from HEA
Hi Mark,
Thank you for your feedback! We’re pleased to hear everything was straightforward and met your expectations. We appreciate your support.
Kind regards,
Nazeera.
Annual Service
Early contact to arrange service of boiler with flexibility for convenient date. Engineer arrived on time and completed service with no problems.
March 20, 2026
Reply from HEA
Hi Robert,
Thank you for your great feedback! We’re glad to hear that arranging your boiler service was easy and flexible, and that the engineer arrived on time and completed everything smoothly. We really appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Nice friendly gas fitter
Nice friendly gas fitter! Completed the boiler service with care. He was also very helpful.
March 27, 2026
Reply from HEA
Hi Robert,
Thank you for your kind feedback! We’re really pleased to hear that you had a positive experience and that the service was carried out with care. It’s great to know our engineer was both friendly and helpful. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera
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