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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Review summary
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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
- #222 of 228 best companies in Insurance agency
- #54 of 57 best companies in Boiler supplier
- #169 of 171 best companies in Insurance broker
- #95 of 99 best companies in Plumber
- #25 of 26 best companies in Repair Service
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
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It took me a day trying to get someone…
It took me a day trying to get someone out because I was put from one person to another and another 6 day to get it fixed
11 February 2026
Reply from HEA
Hi Annette,
Thank you for taking the time to leave your review.
We’re very sorry to hear that you experienced delays both in arranging an engineer visit and in getting the issue resolved. Being passed between team members can understandably be frustrating, and we apologise for the inconvenience this caused.
While we’re pleased the issue was ultimately fixed, we recognize that the journey to resolution is just as important as the outcome. Your feedback has been shared with the relevant teams so we can review what happened and improve our response times and communication.
Kind regards,
Nazeera.
Our boiler was playing up for the first…
Our boiler was playing up for the first time ever. The engineer came out. In seconds he had sorted it. So pleased. Hate getting up in the morning at 5.30am to find the pressure had gone and getting cold water, I had to keep topping up the pressure. Since the engineer came out it's been perfect.
11 February 2026
Reply from HEA
Hi Paul,
Thank you so much for sharing your experience.
We’re delighted to hear that the engineer was able to resolve the issue so quickly and that your boiler has been working perfectly since. There’s nothing worse than waking up early to no hot water, especially on a cold morning, so we’re really pleased we could help get everything back to normal for you.
We truly appreciate you taking the time to leave such positive feedback.
Kind regards,
Nazeera.
our experience with this terriblecompany was…
our experience with this company was terrible. I am classes as disabled and need my heating and my hot water. We had to wait a whole week for our Boiler to be fixed which I think is disgusting. I’ve never had to wait so long. The company that came out that they subcontracted it to were brilliant so helpful but as for the company this company that we have very join with I will never go with them again. I had to chase them to find out what was happening with somebody coming to fix it. I shouldn’t have to do that and I shouldn’t have to wait a whole week to have heating and hot water. So again, I will never go back to this
11 February 2026
Reply from HEA
Good Morning Mr Rice,
Thank you for taking the time to leave your review, and we’re truly sorry for the inconvenience and frustration this caused.
We completely understand how difficult it is to be without heating and hot water, especially when this impacts your health and wellbeing. While an engineer did attend and the repair was completed shortly afterwards, we recognise that the communication and updates you received during the process were not good enough — and you should not have had to chase for information.
We’re pleased to hear the attending contractor was helpful, and we can confirm that the boiler fault was identified, repaired, fully tested, and the issue resolved. However, we accept that we failed to keep you properly updated while the follow-up visit and parts were being arranged, and we apologise for that.
Your feedback has been shared with the team so we can improve how we manage communication and customer updates going forward.
Kind Regards,
Customer relations.
He was so repect and very helpful and…
He was so repect and very helpful and done great job well done
11 February 2026
Reply from HEA
Hi Norman,
Thank you for your lovely feedback.
We’re so pleased to hear that the engineer was respectful, helpful, and did a great job. We’ll be sure to pass your kind comments on to him — it will mean a lot.
Thank you again for taking the time to share your experience.
Kind regards,
Nazeera.
Quick to respond
Quick to respond, tidy and clean workmanship. A pleasant result from what could have been a terrible issue
11 February 2026
Reply from HEA
Hi Beverley,
Thank you so much for your kind review.
We’re really pleased to hear that you found the service quick, tidy and professional, especially in what could have been a very stressful situation. It’s always our aim to resolve issues efficiently while keeping disruption to a minimum.
We truly appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Quick efficient clean and tidy no mess…
Quick efficient clean and tidy no mess on time. Thank you
9 February 2026
Reply from HEA
Hi Brenda,
Thank you for your feedback! We’re delighted to hear that the service was quick, efficient, and tidy. We really appreciate you taking the time to share your experience!
Kind regards,
Nazeera.
Extremely easy to get a quote on line
9 February 2026
Reply from HEA
Hi Alan,
Thanks for your feedback! We’re glad you found getting a quote online so easy and look forward to helping you again.
Kind regards,
Nazeera.
Boiler service completed as planned by…
Boiler service completed as planned by engineer who was courteous and professional
9 February 2026
Reply from HEA
Hi Janet,
Thank you for your feedback! We’re pleased to hear that your boiler service went smoothly and that our engineer was courteous and professional. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Great service
9 February 2026
Reply from HEA
Hi Jonathan,
Thank you for your feedback! We’re delighted to hear you had a great service and really appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
The engineer was very polite and very efficient
9 February 2026
Reply from HEA
Hi Steven,
Thank you for your kind feedback! We’re thrilled to hear that our engineer was polite and efficient. We really appreciate you taking the time to share your experience!
Kind regards,
Nazeera.
Engineer was very efficient in…
Engineer was very efficient in servicing the boiler good service all round.
9 February 2026
Reply from HEA
Hi Stephen,
Thank you for your feedback! We’re delighted to hear that our engineer provided an efficient service and that you were pleased with the overall experience. We really appreciate you taking the time to share your thoughts!
Kind regards,
Nazeera.
Reply from HEA
Hi Jonathan,
Thank you for your review! We’re glad you found our policy terms clear and our pricing competitive. We really appreciate you taking the time to share your feedback.
Kind regards,
Nazeera.
Took money for a year even though I had…
Took money for a year even though I had cancelled. Refused to let bank refund me. So avoid.
Re your reply I have now found the email sent to you on 28th February 25 cancelling the policy. I never asked you
to renew it and this continued automatic renewal is a con. You didn't take any of my mitigation circumstances you just refused the refund. I will now take this further.
Re your reply, it will all go to my bank I don't want to deal with you anymore. I never claimed from you,I always paid on time. Yet you didn't even offer to meet me halfway it was just no. This has now been forwarded into the Ombudsman. They suggest I ask you again for a refund before it escalates.
5 February 2026
Unprompted review
Reply from HEA
Good morning Mrs Gladman,
Thank you for taking the time to leave us a review.
I have investigated this matter and can confirm that the first contact we received from you regarding your policy was on 23/01/2026, when you queried a direct debit payment and advised you were unsure what it related to. We responded to confirm that the payment was for your appliance cover. During this conversation, you advised that you had moved and had not lived at the property for approximately a year.
You requested a full refund of the previous year’s premium and asked for the policy to be cancelled. As the policy was mid-term, cancellation fees would normally apply; however, as a gesture of goodwill, we waived these fees and cancelled the policy.
With regard to a refund of premiums, we are unfortunately unable to offer this, as cover had been in place throughout the policy period. We were not notified of your change of address or any request to cancel the policy prior to this date. Unfortunately, we are unable to amend or cancel a policy unless we are informed.
Renewal documentation is issued each year with sufficient notice, allowing customers the opportunity to contact us if their circumstances have changed or if they no longer wish to continue cover.
If you are able to forward your email from 28/02/2025 to complaints@homeemergencyassist.com we will be able to consider the matter further.
Kind regards,
Customer Relations
Thank you for your reply
Thank you for your reply, at last we’re getting somewhere, I need to thank, Sydney and Richard, who eventually got me booked in to get my boiler serviced.
Boiler will be serviced by Ben, from Centorna Gas … on Friday 13th February 2026.
Will do another review when boiler service has been completed…..
5 February 2026
Unprompted review
Reply from HEA
Good Morning Mrs Hawes,
Thank you for taking the time to leave us a review. We’re pleased to hear that your service has now been booked in.
We look forward to hearing your feedback once the service has been completed.
Kind regards,
Customer Relations
Terrible service! Avoid at all costs!!
Terrible service! Don't use this company!! We had a leak from the shower in our ensuite which caused a damp patch on our utility room ceiling. We contacted Home Emergency Assist. They sent a plumber who took one look and said it was due to a poorly installed seal around the shower tray. He didn't bother to look under the tray and refused to replace the sealant. He left within five minutes. We called the guy who had recently fitted our new kitchen and who did an excellent job, to ask his opinion. He came round the following day and took the side off the shower tray and immediately saw that the leak was coming from the shower tap which had become loose. He refitted it and sealed it. He said it was nothing to do with the sealant!!
We complained to Home Emergency Assist and asked for a refund of the £95 we had paid them to send the plumber. They refused!! We said we wanted to cancel our contract, bearing in mind they hadn't fulfilled their obligations. Again, they refused and said we would have to remain with them until our contract expires in October!! They are a bunch of scammers!!
12 November 2025
Unprompted review
Reply from HEA
Good morning,
I have investigated this for you and liaised with our Claims Department. I have also reviewed the
attending engineer’s full job report, which states:
“Shower has been re-sealed previously but not with sanitary silicone. The silicone isn’t soft and flexible—it is powdery when wet and does not flex. The seal is completely inadequate to keep the shower tray watertight. Ran the shower directly into the trap and it did not leak. En-suite shower needs to be re-sealed. Trap was slightly loose, so tightened as well.”
To help us compare the findings, we requested a written job report from your own engineer confirming the diagnosis and repair, but unfortunately this was not provided.
In the absence of this evidence, we must base our decision on the report supplied by our approved engineer.
You also requested a refund of the £95 excess paid for the claim. You selected a £95 excess when you purchased the policy. As stated on page 7 of your policy booklet under Definitions: Excess – The first amount of each claim, payable by you to the Claims Helpline Service before the approved engineer will attend.
This means the excess is payable at the point of claim, regardless of outcome, and is not refundable.
Kind Regards,
Customer relations.
Terrible. Do not use this company
Terrible! Do not use this company. They will happily take your money but when it comes down to supporting you through an issue they wipe their hands of you - they will do anything not to pay out. DO NOT USE THEM. Awful customer service, my boiler was deemed unsafe and the gas shut off 2 weeks ago and I have been calling and chasing for help on my claim only to be told they’re not covering anything despite having boiler contribution cover on my policy. Any excuse not to pay. They don’t care about their customers.
21 January 2026
Unprompted review
Reply from HEA
Good morning Miss Berry,
Thank you for taking the time to leave a review.
We have attempted to contact you via Trustpilot to request further details so we can investigate this fully, however we have not received any additional information to enable us to do so.
If your comments relate to remedial advice provided following an annual boiler service, please be aware that any maintenance, repair, or remedial work identified during a boiler service is not covered under the service agreement.
If, during the service, the engineer identified safety concerns and the boiler did not pass the service checks, they are required to follow industry safe working procedures. This can result in the appliance being made safe and capped until the issue has been rectified.
If you would like us to look into this further, please contact us at complaints@homeemergencyassist.com
Kind regards,
Customer Relations
Reply from HEA
Hi Mohamed,
Thanks so much for your kind feedback!
We’re really pleased to hear that you’ve found our service helpful and that it’s given you peace of mind with your home emergency cover. If there’s ever anything you need, we’re always here to help.
Kind regards,
Nazeera.
Reply from HEA
Hi Alan,
Thank you for your feedback! We're glad you found our pricing competitive and appreciate you taking the time to leave a review
Kind regards,
Nazeera.
SCAM - Be Aware
I regret to say that my experience with the home emergency assistance service has been so disheartening that I would give it a rating of zero stars if I could. My policy clearly states coverage for issues related to missing or loose roof tiles, particularly in cases where these problems lead to internal water damage. The coverage description explicitly reads, "We will provide assistance in an emergency following missing, broken, or loose tiles causing internal water damage."
Upon discovering some loose tiles on my roof, I promptly filed a claim, hoping for a swift and helpful response. Instead, the company dispatched a roofer who exhibited a shocking lack of professionalism. From the moment he arrived, it was clear he was unprepared for the task at hand. He didn't bring a loft ladder, which he insisted I supply, and he lacked a proper flashlight or any necessary tools for such an inspection. Instead of using an adequate source of light, he relied on the weak illumination from his phone to investigate the loft.
His assessment was alarmingly superficial, lasting no more than two or three minutes. Despite the visible gaps—approximately one and a half inches—between several tiles, about six or seven in total, he hastily declared that there were no visible signs of water damage in the loft. This conclusion seemed premature and dismissive, especially considering the clear risk of water infiltration.
To compound my frustration, the home emergency assistance team subsequently declined my claim, asserting that the issue was not covered under my policy. What was particularly exasperating was that there hadn't been heavy rainfall recently, so it was entirely plausible that no immediate signs of water damage would be visible inside the loft. This experience has left me feeling deeply dissatisfied and unsupported by a service that I expected to provide necessary assistance in a time of need.
30 January 2026
Unprompted review
Reply from HEA
Good Afternoon,
Thank you for taking the time to leave your review, and we’re sorry to hear how disappointed you have been with your experience.
We understand how worrying it is to find loose roof tiles and we appreciate how frustrating this situation has been.
Your policy provides assistance in an emergency where missing, broken, or loose roof tiles have caused internal water damage. This means the claim is only covered where there is evidence of internal water ingress, such as active leaking, water staining, or visible damage inside the loft space.
If the attending contractor is unable to confirm internal water damage at the time of inspection, the claim may not meet the policy definition of an emergency, even if there are gaps or loose tiles present externally.
We are also sorry to hear your concerns regarding the contractor’s attendance and the standard of inspection. We expect all contractors to attend prepared and act professionally, and the feedback you have provided is taken seriously.
If you contact our Customer Relations team directly, we can review the full job notes and the contractor report, and we will be happy to look into this further for you.
Kind Regards,
Customer Relations.
SERIOUS DUTY OF CARE FAILURE – VULNERABLE DISABLED CUSTOMER LEFT UNSAFE
Like others experience they are right This policy does not provide real protection when it is genuinely needed, particularly for disabled and vulnerable people.
Following an engineer visit, a disabled and vulnerable policyholder was left without essential lighting and power in key areas of the home, including the living room, landing, bedroom (intermittently), and garage. The situation worsened rather than improved, and no temporary lighting or interim safety measures were provided.
Despite being repeatedly informed of the policyholder’s disability, vulnerability, and the clear risk of harm, the company relied on an 8-week complaints process while leaving a vulnerable person living in unsafe conditions.
Leaving a disabled person in the dark, without urgent action, represents a serious duty of care and safeguarding failure. In our view, this is inhumane and raises grave concerns about relying on this policy for safety or peace of mind.
Think very carefully before taking out this cover — especially if you or someone you care for is disabled or vulnerable.
16 January 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to share your feedback. We’re genuinely sorry for the distress caused by the loss of lighting and understand how concerning this would be, particularly where vulnerability is involved.
An electrician attended on the same day the issue was reported and carried out a full assessment of the lighting circuits. Unfortunately, the loss of lighting was found to be caused by aged wiring and historic non-standard alterations. Restoring power safely would have required rewiring of the circuits, which falls outside the scope of emergency repairs covered under the policy. This position is based on the policy terms and applies regardless of personal circumstances.
We do recognise that vulnerability markers were present on the account, and while this does not allow us to authorise works outside policy cover, we acknowledge that our follow-up communication after the visit fell short of our standards. In particular, alternative contact details were not used when the primary number could not be reached. We have apologised for this and offered compensation in recognition of that service failure, and no charge has been applied for the attendance.
We appreciate feedback like this, as it helps us identify where our service can improve, particularly around communication. For privacy reasons we can’t discuss individual cases in detail here, but we encourage the reviewer to continue engaging with our Complaints Team so any outstanding concerns can be addressed directly.
Kind Regards,
Customer Relations.
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