I recently had to choose a new washing machine & once I’d made my choice I was then to phone Homeshield Direct to inform them of my choice. The phone barely rang & upon it being answered, I was greete... See more
Company replied
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Review summary
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Reviews shaping this summary
Had a call today regards washing machine cover. Lucinia was an excellent sales person. Explained everything in a very precise manner, no pushiness whatsoever. It made sense to me to take cover with Ho... See more
Company replied
Filipa was amazing, she handled my case in a friendly and professional manner. I was amazed that such helpfulness even existed any more. 120%. Thank you very much. Kind regards. Eric Gilbert.
I received genuinely polite and friendly service throughout my experience. Everything was handled in a timely manner, and the communication was clear at every stage. I felt well‑guided and fully infor... See more
Company replied
Company details
Written by the company
We’re here to help! If you have an appliance breakdown, HomeShield Direct are here to get you back up and running as soon as possible with a network of qualified and registered engineers across the country. HomeShield Direct plans offer unlimited repairs with manufacturer-approved parts, and a brand-new replacement if your appliance can't be fixed. Talk to a real, UK-based staff member today to learn how HomeShield Direct can help you rest easier knowing your appliances are protected.
HomeShield Direct
Written by the company
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- We have a commitment to our customers and strive for best practice in customer service, if you are on Trustpilot because this hasn't been the case then we would suggest following our complaints procedure. --- We have chose to be a part of The Consumer Ombudsman to allow customers a chance to appeal our decisions if we don't get it right.
Contact info
4.6
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 56% of negative reviews
Typically replies within 1 week
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Very helpful customer service
Spoke to customer service administrator Filipa. She was clearly spoken, polite and very helpful in resolving my enquiry to cancel a newly begun protection plan during the cooling off period, plus reviewing other plans I currently hold.
April 13, 2026
Unprompted review
Reply from HomeShield Direct
Dear John
Thank you for your thoughtful feedback! We're delighted to hear that Filipa was clear, polite, and helpful in assisting with your enquiry. It's great to know she was able to support you efficiently during your cooling off period and review your existing plans with you.
If you need any further assistance, please don’t hesitate to get in touch.
Kind regards
Homeshield Direct Customer Services
James was very friendly
The call was great and the representative was lovely but I thought this was an update for a policy I already have which covers my appliances so I have cancelled the policy James was lovely but the line was also a little delayed when answering questions
Also the call started with my warranty has run out but then was asked when I bought my washer so I am unsure how you would know the warranty has run out which is why I assumed it was on another policy I had.
April 16, 2026
Unprompted review
Reply from HomeShield Direct
Dear Steven
Thank you for your feedback! We're pleased to hear that you found our response helpful and that your issue was resolved quickly.
If you ever need anything else, we're always here to help.
Kind regards
Homeshield Direct Customer Services
Great phone call with Maddie
Great phone call with Maddie!
Made sure I understood everything and a lovely friendly chat
April 10, 2026
Unprompted review
Reply from HomeShield Direct
Dear Esther
Thank you for your lovely feedback! We're so glad to hear you had a great phone call with Maddie and that she took the time to ensure everything was clearly explained.
If there’s anything else we can assist you with, feel free to reach out anytime.
Kind regards
Homeshield Direct Customer Services
Tamzin was prompt to respond to my…
Tamzin was prompt to respond to my questions, deal with the situation and action appropriately.
April 13, 2026
Unprompted review
Reply from HomeShield Direct
Dear Jacqueline
Thank you for your feedback! We're really pleased to hear that Tamzin was prompt in responding to your questions and handled the situation efficiently and appropriately. We'll be sure to pass along your comments to her.
Kind regards
Homeshield Direct Customer Services
Lovely member of staff to deal with
Lovely member of staff to deal with, worked to my schedule around family commitments so we could tie up the details of my policy.
April 13, 2026
Unprompted review
Reply from HomeShield Direct
Dear Jane
Thank you for taking the time to share your feedback. We are delighted to hear that you had a positive experience with our team.
We fully appreciate the importance of accommodating family commitments, and we are pleased that we were able to work around your schedule to finalise the details of your plan in a way that was convenient for you.
Kind regards
Homeshield Direct Customer Services
Very efficient when cancelling my…
Very efficient when cancelling my subscription and not pushy.
April 8, 2026
Unprompted review
Reply from HomeShield Direct
Dear Christine
Thank you for your feedback. We are pleased to hear that you found the cancellation process efficient and that our team handled your request in a respectful and non-pressurised manner.
Should you require any assistance in the future, please do not hesitate to contact us.
Kind regards
Homeshield Direct Customer Services
Filipa and Lucinia
Agents Filipa and Lucinia was very professional, friendly and helpful.
April 8, 2026
Unprompted review
Reply from HomeShield Direct
Dear Zuzanna
We are delighted to hear that Filipa and Lucinia provided you with a professional, friendly, and helpful experience.
We greatly appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
Renewal of electrical goods.
When I spoke to Tamzin she was very helpful & sorted it out for me there & then.
April 6, 2026
Unprompted review
Reply from HomeShield Direct
Dear Mrs James
Thank you for your feedback. We are pleased to hear that Tamzin was able to assist you promptly and resolve the matter during your call.
We appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
Tazmin was very helpful
Tazmin was very helpful, polite and courteous with all the information I needed .
April 7, 2026
Unprompted review
Reply from HomeShield Direct
Dear Donna
Thank you for taking the time to share your feedback. We are delighted to hear that Tazmin provided you with such a helpful, polite, and courteous service, and that she was able to clearly provide all the information you required.
Kind regards
Homeshield Direct Customer Services
Quick response via email from Ross.
Quick response via email from Ross.
April 7, 2026
Unprompted review
Reply from HomeShield Direct
Dear Robin
Thank you for your feedback. We are very pleased to learn that Ross provided a swift and efficient response to your enquiry via email.
We appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
Very polite
Very polite, very helpful the stuff are lovely ordered my replacement dryer good service
April 1, 2026
Unprompted review
Reply from HomeShield Direct
Dear Carole
Thank you for your feedback. We are delighted to hear that you found our team to be polite, helpful, and pleasant to deal with.
It is also great to know that your replacement dryer was arranged smoothly and that you were satisfied with the service provided.
Kind regards
Homeshield Direct Customer Services
They keep direct debit me once a year…
They keep direct debit me once a year without any active cover!! I keep cancelling the direct debit but this is the second year that they have took £10 from me! I have cancelled this service 2 years ago!! Disgusting and dodgy
April 1, 2026
Unprompted review
The process was simple enough
The process was simple enough, super friendly staff on the phone. The engineer that was sent out was fantastic, Ross. Great chat and brilliant service. Guys needs a pay raise.
March 26, 2026
Unprompted review
Reply from HomeShield Direct
Dear Kathryn
Thank you for taking the time to share your feedback. We are delighted to hear that you found the process straightforward and that our team provided you with friendly and supportive service throughout.
We are especially pleased to learn that Ross delivered such a positive experience during the engineer visit, and we will be sure to pass on your kind comments to him. It is always rewarding to hear when our colleagues are recognised for both their professionalism and personable approach.
We look forward to assisting you again should you need us in the future.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Susie
Thank you for taking the time to share your feedback. We are pleased to hear that you received an efficient, polite, and friendly service.
Kind regards
Homeshield Direct Customer Services
A massive weight off my mind.
Al the staff I have spoken yo here, are so lovely. But the most helpful have been, Perry, the engineer, the lovely Lauren, and the lovely Filipa
I have nothing but good things to say about Homeshield.
March 27, 2026
Unprompted review
Reply from HomeShield Direct
Dear Marie
Thank you so much for your kind words and for taking the time to leave a review.
We’re really pleased to hear that you’ve had such a positive experience with the team at Homeshield. We’ll make sure your lovely comments are passed on to Perry, Lauren, and Filipa, they’ll be delighted to know they made such a good impression.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Francesca
Thank you for your feedback! We’re glad to hear you found the experience pleasant and helpful. We really appreciate you taking the time to share your thoughts, and we’re always here if you need anything further.
Kind regards
Homeshield Direct Customer Services
She was very helpful
She was very helpful, only think is spoke abit quickly .
March 24, 2026
Unprompted review
Luci
Luci was so understanding and informative. I felt very at ease and extremely happy with her help
March 24, 2026
Unprompted review
Terrible company
Terrible company. Avoid at all costs. When our washing machine was out of warranty we took a policy out with homesheild and was told we would get a like for like replacement and what we got was a machine that was not even half as good. Now they keep setting up direct debits with out my permission.
Honestly the worst company ever and very un helpful staff.
March 24, 2025
Unprompted review
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