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
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Review summary
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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
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Company details
- #217 of 228 best companies in Insurance agency
- #46 of 49 best companies in Boiler supplier
- #180 of 185 best companies in Insurance broker
- #92 of 96 best companies in Plumber
- #28 of 29 best companies in Repair Service
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
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Had to rephone to see what was…
Had to rephone to see what was happening . Did not check what cause the blockest
11 May 2026
Reply from HEA
Hi Kenneth,
We’re sorry to hear you had to call back for an update and that the cause of the blockage wasn’t fully checked. We understand how frustrating this must have been and will share your comments with the team to help improve our service.
If you’d like any further assistance, please feel free to contact us on 0333 00 34999 and we’ll be happy to help.
Kind regards,
Nazeera.
Sydney was very thorough and patient as…
Sydney was very thorough and patient as the line wasn’t great
18 May 2026
Reply from HEA
Hi Peter,
We’re pleased to hear Sydney was thorough and patient despite the poor line connection. We really appreciate your feedback and support!
Kind regards,
Nazeera.
Excellent response
Excellent response, answered phone call quickly, fault investigated next day, parts ordered and fitted as soon as received from supplier. Service then carried out . Outstanding service, I am very impressed and would recommend to everyone . Thank you.
11 May 2026
Reply from HEA
Hi Robin,
We’re delighted to hear you were impressed with the speed of response and service throughout the repair process. It’s great to know everything was resolved quickly and efficiently. Your recommendation means a lot to us — thank you for your support!
Kind regards,
Nazeera.
Very straightforward good customer…
Very straightforward good customer service, friendly man who done a good job. Being insured makes it easy.
11 May 2026
Reply from HEA
Hi Robert,
We’re glad to hear you found the service straightforward and received friendly, helpful support. We appreciate your feedback and are pleased being insured gives you peace of mind!
Kind regards,
Nazeera
Reply from HEA
Hi Anesa,
Thank you for the 5-star review! We’re pleased to hear your issue was sorted straight away. We really appreciate your feedback and support!
Kind regards,
Nazeera.
Price is good but customer service lacking
The only good thing I can say is that their prices are very competitive. I was extremely annoyed at having to key in all six of my appliance details having provided the information when seeking a quote. The other thing was that my final price differed to the quote given but as it was only a small difference, and still much cheaper than my previous provider, I just accepted it. All other details were transferred accross from the quote so if they can transfer some information why can't they do for everything?
7 May 2026
Reply from HEA
Hi Ian,
Thank you for your feedback. We’re pleased to hear you found our pricing competitive, but we’re sorry to learn that parts of the sign-up process caused frustration. We understand how inconvenient it can be to re-enter information you had already provided, and we appreciate you highlighting this. Your comments have been noted and will help us review and improve the customer experience moving forward. Thank you again for taking the time to share your experience.
Kind regards,
Nazeera.
Very good professional service.
15 May 2026
Reply from HEA
Hi Usma,
Thank you for the 5-star review! We’re pleased to hear you were happy with the professional service provided. We really appreciate your feedback!
Kind regards,
Nazeera.
Buyer beware
This relates to the boiler servicing company employed by HEA although I found HEA. easy to deal with they were not in any way sympathetic when I complained about their sub contractor.
For the second consecutive year this boiler service company has failed in its obligations and for the second year in a row I've had to engage an independent engineer to rectify problems. Last year they told me everything was fine only to find they had failed the boiler on a technicality and I was uninsured. This year the boiler broke down the day after it was serviced. They sent another engineer who said it wasn’t their fault just unlucky. Maybe it was just a huge coincidence. I got an independent engineer to fix it who said in his opinion the problem was caused by the service engineer using a shortcut to drain the system and damaging a valve in the process. It’s worth noting the servicing company wanted over £200 to replace a £20 part. I complained to the insurer without success.
This was a week ago and I still haven’t seen a service report but again the first engineer told me everything wasOK
6 May 2026
Reply from HEA
Good Morning,
We are sorry to hear you remain dissatisfied following your recent experience. We appreciate the frustration caused by your boiler breakdown occurring shortly after the service visit.
Following a full investigation and review of the engineer findings, we were unable to identify evidence that the service itself caused the faults reported. Our records also showed that pressure-related concerns had been ongoing prior to the breakdown, and the faults identified were found to be consistent with existing system deterioration rather than service-related damage.
We understand this was not the outcome you were hoping for, however we did ensure the matter was reviewed thoroughly and that attendance was prioritised appropriately due to the vulnerabilities raised at the time.
Thank you for taking the time to provide your feedback.
Kind Regards,
Customer Realtions.
Reply from HEA
Hi Cheryl,
Thank you for the 5-star review! We’re glad you were happy with our quick and efficient service. Your support is greatly appreciated!
Kind regards,
Nazeera.
A friendly knowledgeable guy
A friendly knowledgeable guy, carried out the service then run us through the boiler condition. We were very happy the service.
5 May 2026
Reply from HEA
Hi Barbara,
We’re so pleased to hear you were happy with the service and that our engineer was friendly, knowledgeable, and took the time to explain the boiler’s condition. We really appreciate your feedback!
Kind regards,
Nazeera.
Professional approach from engineer
11 May 2026
Reply from HEA
Hi Clive,
Thank you for the 5-star review! We’re glad our engineer’s professional approach made a great impression. We appreciate your support!
Kind regards,
Nazeera.
Where do I start
Where do I start. Absolutely disgusted, we was told that we would be informed the day before the plumber arrived, and was told we would be able to agree a time that was convenient for both of us, this was in fact not the case, he call on the day (we hadn't even been told what day he was coming) that he was 20 minutes away. when he arrived we explain the issues we had been having and he looked at the toilet system and said that it would be a big job making it very clear by the tone of his voice that he did not want to do the job. he then made some phone calls and then came back to check we only have one toilet. when I said yes he said he needed to make another call. he then came back in saying he needed to go and collect parts, he also confirmed that we had a leak in the waste pipe. I asked politely how long he would be as I had an appointment (that I wasn't giving notice that I was going to have to possibly reschedule) at 12. he then went and get the parts. upon his re arrival he parked his van across 3 bays in our very small private car park which lead to the neighbours complaining at us. my daughter politely asked him if he could move his van so that he wasn't blocking the car park and he ignored her. she then politely asked a 2nd time and was met with a reluctant grunt and then him pushing past her to get out the door as he finally went to move his van. I was told that the toilet would need gluing back to the wall and resealing but he said that it was not his job, can someone please confirm if this is something that he should have done. I did end up having to cancel my appointment which I was not impressed about. he asked at one point if I had any spare screws laying about that he could use as when he removed the system from the wall the screw was rusty and he could not refit it to the wall (I thought he would have had his own screws). I was asked where that stopcock was so I emptied all of the kitchen cupboards to find it which took about 20 minutes to then only find out I didn't need to do any of that and he just didn't bother to tell me as he ended up turning the water off from outside. Lastly, I saw a cloth on the floor that I assumed was his, how very wrong I was. it was my 100% Egyptian cotton new towel THAT HAD BEEN IUSED TO MOP UP THE WASTE WATER FROM THE TOLILET! I an absolutely disgusted at what happened throughout the day, safe to say that next year I will be using a different insurance provider.
11 May 2026
Reply from HEA
Good Morning Alison,
We are very sorry to hear about your experience and appreciate you taking the time to bring these concerns to our attention.
Following a full investigation into your complaint, we acknowledge that aspects of the service you received fell below the standards we expect, particularly in relation to communication, professionalism, and the overall customer experience during the attendance.
While we are pleased the plumbing repairs were completed successfully and the issue was resolved, we fully recognise the frustration and inconvenience caused throughout the process. Please accept our sincere apologies for this.
Your feedback has been taken extremely seriously and has been formally addressed with the contractor involved to reinforce our expectations around customer care, communication, professionalism, and housekeeping standards when attending customers’ homes.
We value all customer feedback as it helps us improve our service, and we are sorry that on this occasion we did not deliver the level of service you were entitled to expect.
Kind Regards,
Customer Relations.
Excellent Service
Excellent Service
We had a blocked drain
We were dealt with professionally and swiftly
The drain was cleared same day. The engineer was friendly and sorted it quickly
11 May 2026
Reply from HEA
Hi Paul,
Thank you for your wonderful feedback! We’re really pleased we could help quickly with your blocked drain and get it cleared the same day. It’s great to hear our engineer provided friendly, professional service and resolved the issue swiftly. We truly appreciate your kind words!
Kind regards,
Nazeera.
He was a lovely lad
He was a lovely lad, on time, professional and left me very reassured about my boiler health
5 May 2026
Reply from HEA
Hi Jayne,
Thank you for your kind review! We’re delighted to hear our engineer was punctual, professional, and left you feeling reassured about your boiler’s condition. Your feedback means a lot to us, and we really appreciate you taking the time to share it.
Kind regards,
Nazeera.
Pre phone call about arrival time and…
Pre phone call about arrival time and arrived on time. Very friendly and helpful also efficient. Pleased with the service given.
5 May 2026
Reply from HEA
Hi Lynda,
Thank you for your lovely feedback! We’re glad to hear you were kept informed with a pre-arrival call and that our team arrived on time. It’s great to know the service was friendly, helpful, and efficient. We really appreciate your kind words and are pleased you were happy with the service!
Kind regards,
Nazeera.
Reply from HEA
Hi Alan,
Thank you so much for your wonderful feedback! We’re thrilled to hear you found the service excellent, friendly, fast, and knowledgeable. Your kind words mean a great deal to us, and we really appreciate your support!
Kind regards,
Nazeera.
Your engineer arrived on time
Your engineer arrived on time, was efficient and friendly and completed the job in good time.
11 May 2026
Reply from HEA
Hi Maureen,
Thank you for your kind feedback! We’re delighted to hear our engineer arrived on time, provided friendly and efficient service, and completed the job promptly. Your support is greatly appreciated, and we’re pleased we could help!
Kind regards,
Nazeera.
Engineer thinks he’s sorted the…
Engineer thinks he’s sorted the problem—-if not it’s a bigger job -got to wait and see
11 May 2026
Reply from HEA
Hi Lucy,
Thank you for your feedback. We’re glad the engineer has attended and carried out the initial work. Hopefully the issue is now fully resolved, but if you do experience any further problems or would like us to review the situation in more detail, please don’t hesitate to contact our complaints team at complaints@homeemergencyassist.com
and we’ll be happy to help.
Kind regards,
Nazeera.
Phone answer quickly
Phone answer quickly. Excess paid over the phone and contractor phoned an hour or so later. They came round next morning and unblocked our drains.
11 May 2026
Reply from HEA
Hi Clive,
Thank you for your great feedback! We’re pleased to hear your call was answered quickly, everything was handled smoothly, and the contractor was able to attend promptly to unblock your drains. We really appreciate your kind words and are glad we could help!
Kind regards,
Nazeera.
Reply from HEA
Hi Alan,
Thank you for your lovely review! We’re so pleased to hear you found our service helpful, quick, and excellent. Your kind words and support mean a lot to us!
Kind regards,
Nazeera.
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