The company that came to visit me was Arvo based in Poole. They came about 30 minutes after contacting me and did a thorough job of unblocking my toilet. There were several things wrong and it was goi... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great price! Cheaper than competitors. Obviously just bought the appliance cover, so not had to claim yet - that will be the proof. My only slight criticism is that I wasn't made aware of the Compu... See more
Company replied
The engineer was delayed and came later than expected, not an issue as working from home and I had been informed of this. Engineer very polite, professional, annd quick. Cleaned up the little mess whi... See more
Company replied
The engineer was very pleasant and polite, very respectful of property and left everything tidy. We were phoned late in the day to give us an approximate time for arrival which was 5.00pm. However,... See more
Company replied
Company details
About HEA
Written by the company
Save 20% on home emergency cover and 10% on appliance cover today.
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
4.0
Great
12K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The staff were mostly very helpful
The staff were mostly very helpful, unfortunately it’s the third party outsourcing that lets them down!
March 11, 2026
Reply from HEA
Good afternoon,
Thank you for taking the time to leave us a review.
We’re pleased to hear that you found our staff to be helpful. We’re sorry to hear your concerns regarding our third-party contractors and appreciate your feedback.
Having reviewed your policy, we can see that you have made two claims—one in December and one in February—and both were successfully completed.
We are always looking to improve our service, including the performance of our contractors, and your feedback has been noted.
Kind regards,
Customer Relations
Electric blackout in fuse box
Electric blackout in fuse box. A telephone call was all i received saying unplug all sockets and it will fix problem.
March 11, 2026
Reply from HEA
Good afternoon,
Thank you for taking the time to leave us a review.
We’re sorry to hear about your experience. Due to difficulties in arranging a contractor to attend at the time, our claims team provided troubleshooting support over the phone to help restore your electrics as quickly as possible.
You were advised to unplug all appliances and then reconnect them individually to identify if a specific appliance was causing the issue. This is a standard diagnostic step and can often resolve the problem without the need for an engineer visit.
We understand this may not have met your expectations, and we appreciate your feedback.
Kind regards,
Customer Relations
Always read the tiny tiny small print…
Always read the tiny tiny small print barely covers much!
March 11, 2026
Reply from HEA
Good morning Mr Rouf,
Thank you for taking the time to leave us a review.
I can see that you originally took out your policy online and selected our Enhanced cover. This level of cover is designed for emergency situations only, focusing on more urgent and significant issues.
If you are looking for a broader level of cover, we also offer a Premium policy, which includes both emergency and breakdown cover, providing protection for a wider range of situations.
If you are interested in upgrading your cover, please contact our customer service team, who will be happy to discuss the options available and what each policy includes.
Thank you,
Customer Relations
Reply from HEA
Hi Peter,
Thank you for your feedback! We're glad to hear you found our service professional. We appreciate your support and look forward to assisting you again!
Kind regards,
Nazeera.
Emergency roof leak was left leaking
I had to chase up on a leak in my attic several times as no contact was made when it was stated it would happen, when the contractor arrived there was no offer to make a temporary repair and given this is emergency cover that was an unexpected let down, they stated they would provide a quote and fix the next week, no quite arrived and I chased the following week and gave had no response since just been left on my own so extremely disappointed and left with a leaking roof for weeks
March 11, 2026
Reply from HEA
Good afternoon,
Thank you for taking the time to leave us a review. We are sorry to hear about your experience and the frustration caused.
Having reviewed your claim, we can see that an engineer attended and identified that the issue was due to water penetration around the chimney stack. It was advised that the chimney requires repointing and a full repair. As this type of work falls outside of the policy cover, you were advised that this would need to be arranged privately.
We understand your concerns regarding communication and the delay in receiving further contact, and we appreciate you bringing this to our attention. Your feedback has been noted as we are always looking to improve our service.
Kind regards,
Customer Relations
Excellent quick service
March 11, 2026
Reply from HEA
Hi Stephen,
We're pleased to hear you were satisfied with the prompt service, and we appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Great service
Quick and professional response from network of specialist repairers. The service was way in excess of my expectations. Thank you!
March 11, 2026
Reply from HEA
Hi Anthony,
Thank you for your fantastic feedback! We're delighted to hear that you received a quick and professional response from our network of specialist repairers, and that the service exceeded your expectations. We truly appreciate your support and your kind words!
Kind regards,
Nazeera.
I was mislead by this company when i…
I was mislead by this company when i took out the policy
March 11, 2026
Reply from HEA
Good afternoon Mrs Palmer,
Thank you for taking the time to leave us a review.
I can see that you originally took out the policy online. When setting up the policy, you would have been required to confirm that you had read and understood the terms and conditions. All policy information is also available on our website for you to review, and you are provided with a 14-day cooling-off period to ensure you are happy with the cover.
I can also see that you recently contacted our customer service team, who confirmed the details of your current cover and discussed alternative package options with you.
Kind regards,
Customer Relations
Try reading it again
Clearly not read what I wrote. I had no hot water and the response below is telling me I had hot water....no I didn't and you refused to come out!
March 17, 2026
Unprompted review
Reply from HEA
Good Morning Miss Bassi,
Thank you for taking the time to leave us a review. I’m sorry to hear you are unhappy with your experience.
I have looked into this for you and can see that your claim related to a loss of heating, however you still had hot water. Your policy is on our Enhanced level of cover, which is emergency cover only. Under this level of cover, assistance is provided when there is a complete loss of heating and hot water, or another insured emergency, in line with the policy terms.
If you are looking for cover that also includes non-emergency breakdowns (for example, where heating is affected but hot water remains available), our Premium level of cover may be more suitable, as it includes both breakdown and emergency assistance.
If you would like to discuss the cover options available, please contact our Customer Services team and they will be happy to help.
Kind regards,
Customer Relations
Push button on toilet flush not working
Push button on toilet flush not functioning.
Rang HEA
Jack said expect a call within an hour. 9:30 am
Rang Jack - not had any call 10:45
Katie arrived to fix problem. 12:30
New part fitted -working fine. 1: 15 pm
Absolutely delighted with the response and result - made two disabled pensioners very happy with the outcome
Paul Elms -South Wales
March 14, 2026
Unprompted review
Reply from HEA
Hi Paul,
Thank you so much for your detailed and thoughtful review 😊
We’re really sorry for the delay in getting back to you after your initial call — but we’re so pleased Katie was able to get everything sorted and have your toilet working properly again.
It’s especially wonderful to hear that the outcome made such a positive difference. We’ll be sure to pass your kind words on to both Jack and Katie!
If you ever need us again, we’re always here to help
Kind regards,
Nazeera.
The young woman who came to fix the…
The young woman who came to fix the leak in the kitchen was very polite and efficient.
March 11, 2026
Reply from HEA
Hi David,
We're really happy to hear that the leak in your kitchen was sorted out and that our technician was polite and efficient. We'll be sure to pass your compliments on to her — she'll really appreciate it! Thanks again for your support.
Kind regards,
Nazeera.
Good service and had contractor ring…
Good service and had contractor ring within short space of time.
March 12, 2026
Unprompted review
Reply from HEA
Hi Christina,
Thank you for your kind review! We're glad to hear you received good service and that a contractor was able to get in touch with you so quickly. We appreciate your feedback and look forward to assisting you again in the future!
Kind regards,
Nazeera.
Reply from HEA
Hi Norma,
We're glad to hear that you found our service on time and that the team was polite and courteous. We truly appreciate your support and look forward to assisting you again!
Kind regards,
Nazeera.
Policy was advised did not cover tree…
Policy was advised did not cover tree roots in drain, when was advised on call to obtain own company to clear the issue and would be reimbursed up to a specific value, this was not the case and therefore miss advised. No help at all.
March 11, 2026
Reply from HEA
Good afternoon Mr Harrison,
Thank you for taking the time to leave a review. We’re sorry to hear that you were unhappy with your experience.
After reviewing the notes relating to your claim, the attending engineer identified that the drainage issue was caused by tree root ingress. Under the terms of our policy, issues caused by root ingress are not covered, which means any further work required to remove the roots or repair the affected pipework would need to be arranged privately.
We have also reviewed our system notes and cannot see that you were advised that you would be reimbursed for arranging the work yourself. The information provided was that the issue fell outside the scope of the policy and would need to be resolved privately.
We appreciate that this may have been frustrating and we are sorry for any disappointment caused.
Kind Regards,
Customer relations.
It take few days to do the job
It take few days to do the job? and sometimes to answer phone call,
March 11, 2026
Reply from HEA
Hi Hassan,
We’re sorry to hear that the repair took a few days and that you had difficulty getting through by phone. We understand how important it is to have things resolved quickly, especially when it comes to issues in your home.
Our claims team is available 24/7, 365 days a year on 0333 00 34999, and they’ll always be happy to help if you need to report an issue or check on the progress of a repair.
We also apologise for the delay you experienced. Your feedback has been logged as an opportunity for improvement on our side so we can continue to improve our response times and communication. Thank you for bringing this to our attention.
Kind regards,
Nazeera.
Excellent product and competitively priced.
Excellent product and competitively priced. The contract is easy to understand and set up. Booking emergency repairs was quick, all details were taken care of, and the household returned to normality quickly. (Broken toilet & dripping stopcock) No dramas whatsoever.
March 11, 2026
Reply from HEA
Hi Ron,
Thanks so much for the fantastic feedback! 😊 We're really glad to hear the setup was simple, the pricing worked for you, and that the emergency repairs were handled quickly. It’s great to know everything was sorted without any drama and your home was back to normal in no time!
Kind regards,
Nazeera.
Job Done
The service I received when I required a plumber to fix our leaking toilet was dealt with promptly and with no issues.
March 11, 2026
Reply from HEA
Hi Garry,
Thanks for the great review! 😊 We're glad we could get your leaking toilet sorted quickly and without any hassle. If you ever need help again, we're always here to assist!
Kind regards,
Nazeera.
Reply from HEA
Hi Linda,
Thanks for the review! 😊 Glad we could get the drain unblocked and everything flowing again. If you ever need a hand in the future, we’re here to help!
Kind regards,
Nazeera.
Reply from HEA
Hi David,
Thank you for your kind review!
We're glad to hear you had a very good experience and that our plumber was able to clear the drain effectively. We'll be sure to pass along your positive feedback to him. If you ever need assistance again, we're here to help!
Kind regards,
Nazeera.
Reply from HEA
Hi Patricia,
Thanks for the great feedback! We’re glad we could sort out the leaky stopcock quickly and get everything back in order for you. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.