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
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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
- #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
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
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Cancelled policy in error
Cancelled policy in error, all sorted and straight forward. Customer service person was very helpful and friendly and informative!
20 March 2026
Reply from HEA
Hi Marianna,
Thanks so much for your feedback! Glad we could get everything sorted quickly and smoothly for you 😊 It’s great to hear our team was helpful, friendly, and kept you informed along the way. If you ever need anything else, we’re here to help!
Kind regards,
Nazeera.
Be aware
For 2 consecutive years, I had the boiler check, they pass, and then an issue arrises within days on both occassions. The damage had caused almost 1K in repairs and home emergency assist refused to pay, but they still take the call out fees and their call out was very slow and not qualified to do the repair, which led to a very big and dangerous emergency. Legal investigation is now impending.
I highly recommend using a different company for boiler and home emergency insurance.
7 March 2026
Reply from HEA
Hi Jamie,
Thank you for your feedback.
We can confirm that a complaint has already been raised regarding this matter and is currently under investigation. Once our review has been completed, a full response will be issued to you directly.
Kind regards,
Home Emergency Assist
Reply from HEA
Hi Mark,
Thank you for your feedback! We’re pleased to hear everything was straightforward and met your expectations. We appreciate your support.
Kind regards,
Nazeera.
Annual Service
Early contact to arrange service of boiler with flexibility for convenient date. Engineer arrived on time and completed service with no problems.
20 March 2026
Reply from HEA
Hi Robert,
Thank you for your great feedback! We’re glad to hear that arranging your boiler service was easy and flexible, and that the engineer arrived on time and completed everything smoothly. We really appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Nice friendly gas fitter
Nice friendly gas fitter! Completed the boiler service with care. He was also very helpful.
27 March 2026
Reply from HEA
Hi Robert,
Thank you for your kind feedback! We’re really pleased to hear that you had a positive experience and that the service was carried out with care. It’s great to know our engineer was both friendly and helpful. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera
Did no order or recieve goods or…
Did no order or recieve goods or services - spoken to Barclaycard bot it was put onto account £57.00 ON 10TH MARCH
THEY HAVE NOW isued a crediit to me and treated this as potential fraud Will never use your company again really want to give a nil rating
regards robert mapley
10 March 2026
Unprompted review
Reply from HEA
Good Morning Mr Mapley,
You set up a policy with us online last year for cover for your Hotpoint tumble dryer. The payment taken on 10th March was for the renewal of this policy.
We sent you a renewal reminder 26 days prior to this date via email, advising that your policy was due to renew automatically. As the policy is set to auto-renew, if we do not receive instruction to cancel before the renewal date, the renewal will proceed as outlined.
I have arranged for a member of our Customer Service team to contact you to discuss your policy and confirm how you would like to proceed.
Kind regards,
Customer Relations Team
Excellent service
20 March 2026
Reply from HEA
Hi Janet,
We're delighted to hear you received excellent service. Your support is greatly appreciated!
Kind regards,
Nazeera.
Very helpful
Very helpful, knowledgeable customer service....even got my annual premium down.
19 March 2026
Unprompted review
Reply from HEA
Hi Janet,
We're thrilled to hear that you found our team helpful and knowledgeable. It's great to know we could also assist in lowering your annual premium—that’s always a win! If you ever need anything else, we’re here to help.
Kind regards,
Nazeera.
Boiler Service
Engineer rang me to say he would be approximately half hour and was and he was a friendly chap who did his work competently, clean and quick.
Very professional all round!!
20 March 2026
Reply from HEA
Hi Ruth,
We're delighted to hear the engineer kept you informed about his arrival and delivered such friendly, efficient, and tidy service. It’s great to know everything was completed to a high standard—your kind words about his professionalism are truly appreciated!
Kind regards,
Nazeera.
Reply from HEA
Hi Dinah,
We're glad to hear the engineer arrived on time and was polite and tidy throughout the visit. We really appreciate your support!
Kind regards,
Nazeera.
Thorough & professional.
17 March 2026
Reply from HEA
Hi Bozena,
Thank you for your feedback! We're pleased to hear you found the service thorough and professional. Your support is much appreciated!
Kind regards,
Nazeera.
Massive failings
Have been with HEA for a number of years. Started going down hill 2 years ago.Had to chase re boiler service. This year also had to chase. Engineer failed to turn up but unlike other years no communication whatsoever. After numerous phone calls a new date was eventually given which whilst inconvenient I took and changed plans and in response to a complaint HEA did refund the service element monies. New service date, no communication so once again phoned in. Whilst I appreciated that engineers were attending to an emergency the estimated 2 hours became over 4. Had to change further plans re late afternoon. As renewal was soon due went back to complaints but did nothing to give me confidence that things would improve or try to retain me as a customer. Have gone elsewhere. Same cover lower premium and lower excess. HEA don't seem to care about customers especially over last couple of years and many others are saying the same.
Additional info. Despite the reply from HEA and to making mention that I had left them, I received a phone call about 2 days ago wanting to discuss my renewal!!!!!
20 March 2026
Reply from HEA
Good Morning Mr Crabtree,
We’re really sorry to hear about your recent experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must have been to repeatedly chase your boiler service and then experience delays and a lack of communication on the day of the appointment. This is not the level of service we aim to provide, especially for a long-standing customer such as yourself.
As acknowledged in our previous correspondence, there were clear administrative and communication failings in the handling of your service, and we provided a full refund for the boiler service as a gesture of goodwill. While the engineer’s delay on the day was due to an emergency call-out, we fully accept that you should have been kept informed and not left waiting without updates.
We are genuinely disappointed to have lost you as a customer after a number of years, and we’re sorry that we did not restore your confidence at renewal stage. Your feedback has been shared internally as part of our ongoing efforts to improve both our service delivery and communication.
Thank you again for your past loyalty, and we wish you all the best with your new provider.
Kind Regards,
Customer Relations.
Efficient and polite.
The engineer that visited my house was very efficient and very polite. Nothing seemed too much trouble for him.
20 March 2026
Reply from HEA
Hi David,
Thank you for your great feedback! We're so pleased to hear the engineer was efficient, polite, and willing to go the extra mile to help. It’s wonderful to know nothing was too much trouble—we’ll be sure to pass your kind comments on to him.
Kind regards,
Nazeera.
Really good service engineer was…
Really good service engineer was helpful, informative and respectful. She did a very professional job
20 March 2026
Reply from HEA
Hi Ruth,
We're delighted to hear that the engineer was helpful, informative, and respectful throughout the visit. It’s great to know she delivered such a professional service—we’ll be sure to share your comments with her and the team.
Kind regards,
Nazeera.
Boiler service
The engineer advised me of the eta. She carried out the boiler service very efficiently. A very nice engineer
10 March 2026
Reply from HEA
Hi James,
Thank you for your lovely feedback! We're glad to hear the engineer kept you informed of her arrival time and carried out the boiler service so efficiently. It’s great to know you found her friendly and professional.
Kind regards,
Nazeera.
Appointment was booked swiftly.
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 of visit as yet.
20 March 2026
Reply from HEA
Hi Hazel,
We're glad to hear the appointment was booked quickly and that the engineer was thorough, helpful, and tidy. We apologize for the delay with your paperwork—your certificate will be sent to you via email shortly. We appreciate your patience and kind comments!
Kind regards,
Nazeera.
Efficient Engineer
Engineer was fast and left a tidy area. Wore overshoes in the house. He was friendly and mindful of our property.
20 March 2026
Reply from HEA
Hi Alexander,
Thank you for your wonderful feedback! We're pleased to hear the engineer worked efficiently, kept everything tidy, and showed respect for your home by wearing overshoes. It’s great to know they were friendly and mindful of your property—we’ll be sure to share your kind words with the team.
Kind regards,
Nazeera.
Reply from HEA
Hi Peter,
We're glad to hear the engineer made a great impression with both friendliness and efficiency. We’ll be sure to pass this along to the team—your support means a lot!
Kind regards,
Nazeera.
Very efficient very happy with the…
Very efficient very happy with the service .
Many thanks
11 March 2026
Reply from HEA
Hi Margaret,
We're delighted to hear that you were happy with the service and found everything efficient. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Reply from HEA
Hi Adil,
We're delighted to hear that you experienced a prompt response and found our team to be understanding and efficient. It’s great to know you were satisfied with the service—we truly appreciate your support and look forward to helping you again in the future!
Kind regards,
Nazeera.
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