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
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
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
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
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
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 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from HEA
Hi Nick,
Thank you for your feedback! We're glad to hear you found our product easy to use and a good value. We appreciate your support!
Kind regards,
Nazeera.
Appalling service.
Appalling service.
Firstly they forgot to get my boiler serviced before the due date.
Then on the day they gave me to have boiler serviced nobody turned up and nobody rang to explain what went wrong or apologise for wasting my time. 2 days later i am still chasing to get boiler serviced.I Have been given a new date but waiting to hear if am or pm.
Shocking service. If I hadnt rang them i am sure my boiler wouldnt have been serviced.
Not recommended at all.
I will update after the 11th March when they say it will be serviced.
A month overdue!
March 4, 2026
Unprompted review
Reply from HEA
Good Morning Mr Foster,
We’re really sorry to hear about your experience and the frustration caused by the delay to your boiler service.
This is not the level of service we aim to provide, and we apologise for the inconvenience caused by the missed appointment and the lack of communication. We understand how important it is for customers to have clear updates regarding their appointments.
Please be assured that we are monitoring this closely with our service team to ensure the appointment scheduled for 11th March goes ahead as planned. Our team will also confirm the AM or PM timeslot with you as soon as this information becomes available.
Kind Regards,
Customer Relations.
Amazing service
Buying policy was quick and easy. Uploaded supported documents and same got approved the same day.
March 3, 2026
Reply from HEA
Hi Vivek,
We’re delighted to hear that purchasing your policy was quick and straightforward, and that your documents were reviewed and approved on the same day. We always aim to make the process as smooth and efficient as possible.
We truly appreciate you choosing us and taking the time to share your experience.
Kind regards,
Nazeera.
Excellent service
Reasonable price, covered everything I need. I called them out after a few months as electric light switch hot. Appointment booking good, timing good, electrician thorough and explained issue and changed faulty switch. Excellent service.
July 25, 2025
Reply from HEA
Hi Jillian,
Thank you so much for your great feedback!
We’re really pleased to hear that you found the cover reasonably priced and suited to your needs. It’s great to know the booking process was smooth and that the electrician was thorough, took the time to explain the issue, and resolved it quickly for you.
We truly appreciate you taking the time to share your experience, and we’re always here if you need us again.
Kind regards,
Nazeera
Although they had to cancel service as…
Although they had to cancel service as their guy had a family emergency they booked appointment for the following week
They arrived promptly,serviced boiler,completed servce record and left the place tidy.
February 20, 2026
Reply from HEA
Hi Lynn,
Thank you so much for your understanding and kind review.
We truly appreciate your flexibility when we had to reschedule due to a family emergency. We always do our very best to honor our commitments, and we're grateful for customers like you who are so accommodating when unexpected situations arise.
We're glad to hear you were happy with the prompt arrival, the boiler service, and that everything was left clean and tidy. If you ever need anything in the future, we're always here to help!
Kind regards,
Nazeera.
Always polite and friendly
Always polite and friendly. Very clean worker, explained what he was doing.
February 20, 2026
Reply from HEA
Hi Jennifer,
Thank you so much for your lovely feedback!
We’re really pleased to hear that you found us polite and friendly — that’s exactly the standard we aim to maintain on every visit. It’s also great to know you appreciated the cleanliness and the clear explanation of the work being carried out. We believe it’s important that our customers feel informed and comfortable throughout the service.
Kind regards,
Nazeera.
The service engineer was a nice guy
The service engineer was a nice guy, clean and efficient. I would have him back.
February 27, 2026
Reply from HEA
Hi James,
Thank you for your kind review!
We’re really pleased to hear that you found our service engineer friendly, clean, and efficient — that’s exactly the standard we strive to deliver on every visit.
It’s especially great to know you’d be happy to have him back. We truly appreciate your trust and look forward to helping you again whenever you need us.
Kind regards,
Nazeera.
Reply from HEA
Hi Elliot,
We’re so pleased to hear you found the engineer very polite and that the tips provided were helpful. We always aim to offer a little extra advice where we can, so it’s great to know that was appreciated.
Thanks again for taking the time to leave a review — it really means a lot to us!
Kind regards,
Nazeera.
Don’t Insure Appliances with these
I mistakenly used this company for insurance and peace of mind on 4 Appliances. 3 of these appliances were over 6 years old. The small print says If the item is deemed irreparable they’ll offer you 30% of the total. Therefore if your item was purchased for £200 and they can’t repair it, they’ll give you £60 (30%) however the excess in my case was £50. So I’d be £10 up and without an appliance. Is that Insurance? Peace of mind? Nobody states it isn’t in your best interest to take the policy out due to the age of your appliances, they’re just happy to take your money. Do not use. They’re cheap, but they’re cheap for a reason.
February 26, 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to leave a review.
We’re sorry to hear that you feel disappointed with the policy. Our appliance cover terms, including how settlements are calculated for items of a certain age, are clearly outlined within the policy wording provided at the point of sale and available on our website. The percentage settlement you have referenced applies in certain circumstances where an appliance is deemed beyond economical repair, and this is explained within the terms and conditions.
We always encourage customers to review the policy documentation to ensure the cover meets their individual needs before proceeding.
We can confirm that since leaving this review, you have spoken with one of our agents and your policy has now been removed from auto-renewal as requested.
Kind Regards,
Customer Relations.
Hopeless insurance, hopeless case.
Please note my wife did not know about Trust pilot.
Events from the 5/11/2025 - 8/11/2025. My wife contacted this company at first to try and get two toilets fixed, one leaking from the flow pipe and one into the toilet bowl. This company sent plumbers who are registered with them costing us 60.00 call out charge.The plumber said about toilet one the cabinet had to be removed and on toilet two the silicone around the flow pipe would need to be removed and the insurance company would get back to us either on the day or the next day, they didn't, in fact we had to contact them, then we were given the news that the plumbers would not remove any fixture whatsoever, so that left us in a predicament. We were further told that once the cabinet on toilet one was removed they would reassess and with toilet two once the silicone was removed from the flow pipe that too would be reassessed. When we contacted the insurance again we were told the work would not go ahead until these things had been done and further more it would cost us a further 60.00 per toilet. They had my wife in tears when I was on the phone to them, so I said what exactly are these plumbers going to do then, nothing until the removal of the cabinet on toilet one and the removal of the silicone on toilet two came the reply, so we were left with the problem. I am a pensioner who is unwell and my wife is also a pensioner, no help whatsoever from this insurance, we abandoned the claim. Having said good bye to 60.00 for absolutely nothing we decided this repair was not worth it, and because I had no one to do the removals of either the cabinet or flow pipe we let it lapse and wondered just what were we paying insurance for, just what were they going to do, well nothing. My son, who is not a plumber and lives a long way off came and fixed both toilets at a total cost of 26. 83 which was the cost for a new fin type bung, and a filler valve. What have I learned from this, exactly this, that this insurance is not worth the paper it is written on and my wife told the customer services person this. Two pensioners left without either toilet working properly So, I am urging all you people in the audience to consider things before you take out this type of insurance,for everyone to read the small print and simply not to get involved with them. Hopeless case, hopeless insurance company, we really did deserve better and of course they owe us 60.00 which we paid to this inept company.
My daughter has just updated me about this,so it does seem from the feedback from Trust Pilot, this company thinks that we are hoaxers well we are not a hoax, here with necessary detail is my further response but obviously some factors have been left out. Policy Mrs Linda Gibson TS26 ??? Policy 9? 81 ? 8 enough to identify the policy given that you have the part of the other detail already.
November 5, 2025
Unprompted review
Reply from HEA
Dear, Raymond
Thank you for your detailed feedback.
We are very sorry to read about your experience and the distress this situation has caused you and your wife. This is certainly not the level of service we aim to provide, particularly when supporting vulnerable customers.
We have previously attempted to contact you via Trustpilot to obtain further information so that we could fully investigate the circumstances surrounding this claim, however we have not received a response. We appreciate that your wife may not have been aware of the Trustpilot message.
We would genuinely like the opportunity to review what happened between 05/11/2025 and 08/11/2025, including the advice given, the call-out charge, and the handling of your claim. So that we can access your policy details and conduct a full investigation, could you please contact us directly at complaints@homeemergencyassist.com with your full name, postcode, and any relevant claim information?
Once we receive this, we will ensure the matter is reviewed thoroughly and respond to you formally.
We look forward to hearing from you so we can investigate this further.
Kind regards,
Customer Relations Team
Avoid them at all costs
After getting my boiler serviced back in the autumn, now that it’s five or six years old, I decided I better get boiler cover. I found Home Emergency online, and bought their “enhanced” policy, paying around £16 a month for the privilege. The website boasts some pretty substantial claims including “unlimited repairs and call outs,” “all parts and labour included,” “no limit on the cost of each repair…” etc etc. All pretty convincing stuff.
Well, in February, our boiler was occasionally losing pressure. We’d top it up. It then started doing it frequently with three or four spells one particular day, so, I decided I better call up the Home emergency people. On the first call, I was transferred through to a team who cut me off. On the second attempt, I spoke to a man who I outlined things to. I was told that because my policy states that it only covers faults reported within 48 hours, I wouldn’t be eligible to make a claim.
Ok. I explained that the boiler had only recently started losing pressure substantially. I thought all boilers occasionally had issues like that, even premium ones like ours. Anyway, I explained that we can usually get heating, but hot water is becoming impossible.
Ah. Shouldn’t have said this. See, because our radiators were staying warm (sometimes), this new revelation meant my policy wouldn’t be valid, I was told. He explained that I had the “enhanced” policy, but I’d have needed the hardcore, super-super enhanced one in order for someone to come. So, what, because my radiators warm warm but my taps produced little or no hot water anymore, my claim was invalid?
Indeed, a clause stating faults must be reported within 48 hours is unusual and potentially very problematic — especially if:
• The fault developed gradually.
• It wasn’t clearly defined what constitutes the “start” of a fault.
• The marketing strongly implies/explicitly states broad cover.
As for the ‘not covered as your radiators are still warm’ thing… I’m not even going to start on that.
So, the £16+ I was paying each month may as well, it seemed, have been dumped in a river as it was clear Home Emergency were looking for any reason they could to decline actually going anywhere near my boiler. I asked the man on the phone to cancel the policy. He said he couldn’t do that. Utterly embarrassing stuff.
I’ve spent much of the last two days emailing and getting this shambolic outfit away from me. I have actually had to pay them £35 to cancel. I’ll take it all the ombudsman, because how and why companies are getting away with this type of activity, I’ll never know but please, please, please, please, please avoid these clowns at all costs. They are an absolute shambles.
February 24, 2026
Unprompted review
Reply from HEA
Good Morning Mr Ingram,
We’re sorry to read that you feel dissatisfied.
To clarify, the Enhanced policy is a Home Emergency policy and is designed to provide assistance in emergency situations only. As outlined in the policy booklet (see page 4), “This policy provides cover for emergency situations only, it will not cover routine maintenance tasks”
Under Section A (Domestic Boiler & Central Heating System), assistance is provided only in an emergency following the complete breakdown of the boiler and/or central heating system which results in the complete loss of heating and hot water, or a leak from the boiler (page 9)
The policy also specifically confirms that the following are not covered:
• Intermittent faults
• Situations where a boiler can still be operated manually
• Water supply from the hot cylinder to taps
In addition, all claims must be reported within 48 hours of discovery, as clearly stated within the policy documentation (pages 4 and 9)
The “unlimited repairs and call outs” referenced apply to accepted emergency claims that meet the policy definition and conditions. The policy does not provide ongoing breakdown insurance or cover for non-emergency performance issues.
Regarding cancellation, after the 14-day cooling-off period, an administration fee of £35 applies, as set out in the “Your Contracts” and “How to Cancel” sections of the policy (pages 24 and 27)
We appreciate that insurance policies can feel restrictive if expectations differ from the wording, but decisions are made in line with the terms and conditions of the cover selected.
Kind Regards,
Customer Relations.
Reply from HEA
Hi James,
Thank you for your kind review!
We’re really pleased to hear you received very good service. Your feedback means a lot to us, and we truly appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi June,
Thank you for your review.
We’re really pleased to hear that you felt our team answered your questions honestly and provided help where possible. Offering clear and transparent support is very important to us, so it’s great to know this came across in your experience.
If you ever need any further assistance, we’re always here to help.
Kind regards,
Nazeera.
Not worth it
Twice I've tried to claim and it has been pointless. First time I had water coming through the ceiling and was told that the plumber wouldn't search for the source of the leak but would repair it if we could locate it.
Second time I was without heating during minus 8 temperatures even though we were told a part would be ordered urgently to repair the boiler when the engineer left. I then received a phone call to say they wouldn't cover it as the damage was due to frozen pipes which caused the washer to flood and the water had gotten into the boiler.
£95 for nothing
February 11, 2026
Reply from HEA
Good morning Mrs Logan,
Thank you for your review, and we’re sorry to hear you feel disappointed with your experience.
With regard to your most recent claim, the damage to the boiler was assessed and found to have been caused by external flooding following a blocked washing machine waste pipe. As the boiler did not fail due to an internal mechanical or electrical breakdown, this falls outside the scope of cover under a Home Emergency or Boiler policy. In line with standard insurance principles, this type of incident is classified as an escape of water event and would typically be considered under a buildings insurance policy.
In relation to your earlier claim, trace and access works to locate the source of a hidden leak are not included within the policy terms.
We appreciate that this will be frustrating, however the claims were assessed and handled in line with the policy wording.
Kind Regards,
Customer Relations.
Reply from HEA
Hi Joyce,
We’re so pleased to hear you found the service quick and efficient. Our engineers always aim to work to a high standard while taking care to protect your home and leave everything just as they found it.
We really appreciate you taking the time to share your feedback!
Kind regards,
Nazeera.
Phoned ahead of arrival and promptly…
Phoned ahead of arrival and promptly arrived on time. Very respectful engineer who left no mess and explained all that was done.
February 20, 2026
Reply from HEA
Hi Duncan,
We’re delighted to hear that everything went smoothly—from the initial phone call right through to the completion of the work. Punctuality, clear communication, and leaving every space clean and tidy are standards we take great pride in, so it’s wonderful to know your engineer delivered on all fronts.
We truly appreciate you taking the time to share your experience and look forward to helping you again in the future!
Kind regards,
Nazeera.
Dreadful service by this company
Dreadful service by this company. After multiple (I mean multiple) phone calls, over 24 hours without electricity, eventually got an electrician who had only been allocated the job the next day. Home emergency assist? Doesn't live up to its name, so no, I won't be renewing my contract with them.
February 11, 2026
Reply from HEA
Good Morning Mr Slater,
Thank you for your review, and we’re sorry for the frustration and inconvenience this caused.
We can confirm your claim was logged late evening on 17/01 and was immediately deployed to an engineer. Unfortunately, the first contractor declined the job due to no available engineers, so it was redeployed to an alternative contractor. The second contractor reviewed the job in the early hours of 18/01 and attended later the same day to restore your electrics.
We appreciate your feedback, and we will be reviewing this to improve the speed and consistency of contractor allocation in urgent cases.
Kind Regards,
Customer Realtions.
Reply from HEA
Hi Khadim,
Thank you for your review.
We’re pleased to hear that you were happy with the timing of your boiler tests and that the engineer carried out the work as required. Providing a prompt and reliable service is very important to us, so it’s great to know this was your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi Robert,
Thank you for your review.
We’re delighted to hear that you’re happy with the job and that everything was completed to your satisfaction. Your feedback is greatly appreciated.
If there’s anything else you need in the future, please don’t hesitate to get in touch.
Kind regards,
Nazeera.
Great guy who previously serviced…
Great guy who previously serviced boiler. Valve broken/ defective removed and noe 100%
February 11, 2026
Reply from HEA
Hi Audrey,
Thank you for your great feedback!
We’re really pleased to hear that everything is now working 100% and that the issue with the valve was quickly identified and resolved. It’s always reassuring to have a familiar engineer back, and we’re glad you had another positive experience.
We appreciate you taking the time to share your review and will be sure to pass your kind comments on.
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.