HomeServeHelps Reviews

Your renewal premium was almost fifty percent more than last year's premium.

Previously had home cover with Homeserve and always found them to be excellent, but unfortunately there renewal price for the year has more than doubled which is a great shame, hence I will be leaving and have gone with a different company

This is quite simply the worst company you could ever deal with. Reported a breakdown on Monday, engineer due to come on Tuesday morning, but cancelled. I complained so they sent a contractor out and he came Tuesday afternoon. He didn't fix the problem, tried to rearrange on Wednesday, couldn't get through as kept being cut off, they promised to call back twice but never did. Tried again on Thursday, arranged for an engineer to come between 5-8pm, an engineer came before 5 when no one was home. They're supposed to be coming out again before 10pm but can't get through to call centre. If you're thinking of taking a policy with this joke of a company - don't!! It'll be the biggest waste of money you ever make.

Great service from them when they came to do my annual boiler service they explained everything and left my kitchen exactly as they found it.

SIMPLY STAY AWAY!!!!! 5 appointments 5 no shows....

It’s as simple as that....! 5 days holiday booked off work for nothing....... today’s one of these days....!
Have just been told somebody arrived at my house but I was not in and a card was posted through my letter box... guess what no card!!!! And I was at home ALL DAY LONG WAITING!!!!

100% no show record is actually quite impressive!!

Once the engineers do turn up they have been ok to be honest and nice people...! However it’s just not worth all the agro and the hours (and I do mean hours) on the phone complaining all the time.....

I will get the issue fixed then leave these jokers straight away!!!! So so disappointed and since the account moved from EON to HES it’s been like this!

two years running booked an appointment for service sit in all afternoon waiting then they ring saying engineer can not come as an emergency call out has come.
Said I have a problem with my boiler no interest just take another afternoon off work and rebook.
no manager will talk to me the whole company is a joke
had this problems for a while now which they keep saying it has been repaired but hay ho no it has not.
come on you should be ashamed every year to do the same thing.
it costs me money to sit at home and wait for your engineers how many do you have in the country one?

I have had in the past a bad experience of this company, but i have to change my opinion today.
This company seems to of turned itself around recently.
Have just had Nick here in Midlands area, EXCELLENT!!! would give more than five stars if i could, my boiler on and off has been playing up for about six months, Nick got to the problem and im now toasty, grateful as forecast is not good!
Keep up the excellent work, i will definitely recommend you now, thank you

I was with these people for nearly two years. The first issue was a leaking radiator. (May 14) I took a day off work for the engineer, all fine, he ordered me a new radiator. I took another day off for them to fit this. However, I get a call halfway through saying the radiator had been damaged and they were going to reschedule. Eventually, three months later, it was mended.
Then, another radiator burst (feb 15)....same proceedure, but to my annoyance, this time they declared that I needed to wait in another day to take collection of the radiator. I did this, it didn't show!!! so another complaint, they arranged to have the engineer collect it. I waited in on the day for them to arrive, to get a call, with exactly the same script as the previous year, it had been damaged, so we needed a new appointment.... I was rather cross, it was noted. so yes, after four days off work it was finally mended. I left HES shortly after this. Terrible company, avoid.

Had an engineer called Simon visit and he really knows what he is talking about. We have struggled for a long time to get all of our radiators to work properly ,but he finally resolved the problem. We now for the first time live in a warm and cosy house, thank you ! and mostly from our teenage daughter result!!

Satisfied customer Chesterfield

HES were sent to my property as part of my insurance with Home Serve. The first engineer called me at work when I had specifically asked him not to, then repeatedly told me that the problem was the thermostat and that it wasn't set correctly. I assured him this was not the case. As predicted, when I arrived home that evening, my boiler was not working.

Two days later, the second engineer arrived and "diagnosed" the fault as 'immediately dangerous', showed me where the boiler was leaking, made me sign a form stating I wouldn't use it and disconnected it from the gas.

I then waited 6 days (9 from my initial phone call) for a boiler representative (not HES) to come out to fix the boiler, only to then be told that not all the fault had been diagnosed and more problems had been found so more parts were needed.

HES staff have repeatedly not called me back, I have had to call several times a day every day for updates and as of yet, I still have no heating. Every time I have called, I have spoken to different people, each one telling me they have no documentation regarding my issues. Eventually I was advised to contact Otis who repeatedly seemed to rely on me updating him re. the situation. On one occasion, he told me he had been unable to get hold of the boiler representative, that they are notoriously hard to get hold of and that he had only been ''authorised'' 10-15 minutes to be on hold to them before he couldn't continue the call.

At present, I have had no heating or hot water out of the taps for 10 days. So far all I have experienced is shocking customer service, poor communication, a complete lack of empathy, cowboy engineers and to date I am no closer to having my boiler repaired!!!

Your company solicited my 82 year old uncle who has recently been diagnosed with dementia even though his home has multiple signs saying No Solicitation. The signs are posted on his front step and his front door. He had a brand new furnace installed 3 months ago. You entered his home and sold him a heating and cooling maintenance program for $27.99 a month. You also turned off his furnace and didn't turn it back on. His house was boiling hot when my husband went over.
When we call your business there is never an answer.
I'll let people who read this post decide whether you are a good company to deal with or not. I had to give you a one star or this review could not be posted.

Having registered a very, very negative feedback over the last Christmas period I feel it is only right to balance my viewpoint.
A gentleman who is a representative of the organisation called Jason Harvey has been exemplary in his efforts and work undertaken today.
It is great to have the reassurance and obvious expertise in dealing with the problems faced today.
On every level I would reverse my former view which was exceptionally negative to a definitive positive....All good.

I had problems with my central heating system in September and it was the diverter valve. The engineer fixed this and I mentioned that there was a banging noise. He said that what he had done should sort it out. In November I called an engineer out again. The hot water kept running out and it sounded like someone was trying to knock a wall down. The engineer came out and said it was sludge or the cylinder valve, neither of which were covered. However, he did adjust the cylinder valve slightly and the hot water was fine again. Two weeks later the central heating broke down completely. I rang the company and was told that someone would ring me back as there were notes on my record. No-one rang so I rang them. They said they would not send an engineer out as the fault was not covered. I said that it was a different problem and they said they were not sending anyone. I called out an independent engineer at a cost to myself and he said it was the pump. This, surprisingly enough, was covered. However, bearing in mind that it was a Friday night in December and that I had no heating and hot water, the best they could do was Tuesday. The engineer arrived and, despite me having said that it was the pump, he had to go and buy a part. I have tried to cancel the agreement so that I can take an agreement out with a decent company but no-one will answer my emails.

I was visited today by a engineer called Tim Moore. He was polite and extremely well mannered. He showed his identity on arrival and explained who he was before starting the service. Tim spotted a dangerous situation that had been previously missed in the past by the last engineer. Thank goodness he fixed it and explained everything to me what he had done to correct the matter.
It was nice that he had respect in other people’s house putting covers his shoes so he wouldn't get the carpets dirty.

Well done to Home Energy services. Tim's an asset to your company.
Mr Mrs Woodward

My boiler cover was transferred from EON to HES and since then we've had nothing but problems. Eventually our boiler was deemed uneconomical to repair which took 2 weeks to determine during which time we were told it could be repaired. We had no hot water or heating during this period. Our cover was eventually cancelled as we had to purchase a replacement boiler. To add insult to injury HES then took our final premium and refused to refund it even though it was taken in the middle of the 2 weeks of waiting to find out what was wrong with the boiler. I have since complained to try and get even the £25 premium back and have been told that despite one customer service advisor telling me it would be refunded, it will not be and she should not have advised me that. No apology or acceptance this is a training error. Terrible customer service, one customer service representative even said 'i'll let you know later' as a resolution as if he was speaking to a mate about going down the pub!! Please avoid so you don't have the same upset and distress as I did in dealing with this very unprofessional company.

I’m currently preparing for legal action against Home Energy Services.
I paid into a policy with them for 4 years then when the heating system broke, they visited briefly then made up a number of excuses to avoid helping, all of which were later determined to be factually incorrect or immaterial to the necessary repairs by a third party heating engineer. The company, or it's associates, had inspected my system and HES had agreed to accept it onto the scheme prior to the initiation of the policy. The house was cold and without hot water for a week and a half while they made up their excuses and multiple call outs had been arranged and cancelled costing us a great deal of time waiting around. In the end, the third party engineer had to make the repairs at my expense. All along, the people at the company were rude and dismissive; with a we’ve-got-your-money-now attitude. Crucially they even claimed (on the phone) to have consulted a manager before making the decision; suggesting that the apparent dishonesty is not just the action of a single individual. Once a competent third party heating engineer was brought in, the problem was quickly discovered to be nothing to do with any of their “findings” but a faulty circuit board in the boiler; most definitely a new problem and a covered part under the policy!
It should be noted that on the phone, they claimed they had never visited my house before the call out and that any claim was therefore invalidated. At the time they admitted that an initial inspection is required to take out a policy but they still used this excuse later… I was stunned!

The information above is provided exclusively as a personal opinion. While I have documentary evidence to back up many of these points, this review reflects only my subjective personal impression arising from my experience with this (appalling) organisation.

I was put through to 6 different departments then cut off.Second phone call 3 departments put on hold for about 17 mins before I could get an appointment,meanwhile my bank payment details had already been completed. I was left without heating or hot water for 5 days .Boiler fixed but then broke down the next day.Another 2 phone calls and left on hold around 10 minutes.Engineer attended and ordered part from I pad went to pick up part and completed repair within 2hours ,what great customer service from that man. His name is John Higham and he was at all,times polite and professional.
I gave my mobile phone number on every occasion I contacted customer services ,yet I did not receive a call from any Engineer because it was recorded incorrectly and passed to the Engineer who was to attend.
A very frustrating series of events at the coldest time of the year.
Yours sincerely H.S.WIlkinson.

This company is by far the worst company ever bunch of rip off con men and liars was paying them 40 pound a month there engernering staff are blind had them out 12 months ago to fix a leak which they said they had fixed then 12 months later they come out to do a service to which I'm told the bolier carnt be serviced because there is a leak comming from the cons pipe so out come the enginer to which I'm told we carnt get the parts cause long term corrosion has rusted the cassing which is no longer maid they capped my bolier and left telling to phone the office so I did this is were they become a joke told me I'm not coverd because if long term I say again lol got term corrosion so I say I how come your engineer never spotted it then if it's London term so I was told they would phone me back no call back so I then phoned them back to which there new excuse was my bolier was over 7 years old so not coverd so would have to buy a new bolier so I phone the housing who I bought my house off to ask when it was put in they said Oct 2010 so it's under 7 years old phoned back maid the complaint again this time told again will phone me back still no phone call back so again I phoned back now they saying it's over 8 years old manafuters guarantee bull I said not happy I keep phone them back 3 times a day wiring for answers on what they were going to do as I said it's there faults my boiler is broke because of poor care from them and the bolier is under 7 years old 12 days of me phone ingo them and 30 pound in phone call cost finely got a call back off the boiler people to give me a wonted on new boiler no refund or even any price reductions nothing worst costermer service ever worst engineering staff ever there all blind I think cancelled my cover with them and now have to pay 2400 pound for a new boiler which I have had to have on finance which is going to cost about 4300 all in all as I have no savings please do not go any were near this company they are ville con men crooks and cowboys even the people on the phone was saying you have a case just keep telling you they will phone you back so they can come up with more bull this is not the end will be going trading standards

Just had our annual service and feel the need to leave a review for the engineer who carried this out. Engineers name was Tim Moore and what an exceptional service he gave. He carried out the service in a polite, friendly, respectful and professional manner. Explaining thoroughly what work he had completed and the reasons why. There was an additional problem with one of our radiators (which he didn’t carry the part for) however, rather than telling us how to arrange to have this fixed he rang the office and arranged an appointment for us!! Excellent service all round and a pleasure to have him in our home :)

Have had the worst experience ever with Home Energy Service. Conducted a repair on boiler but left gas leaking and so had to call the gas board who disabled the boiler immediately saying it was dangerous. Called HES out who assessed that new parts were required. This was on 17th January. An engineer then came out on 19th and said 4 new parts were needed. A few days later another engineer came with only 2 of the 4 parts. Customer service were dismissive saying at least he tried, and he could have not notified you. Excuse me you are supposed to be a professional company. After agreeing another date the engineer who came said another part was needed. After much complaining another visit was arranged and the last engineer advised that the part that had been assessed on the 19th hadn't been ordered but this was the essential one required. No one in the company can tell you what is going on. We are now 3 weeks without heating and hot water and I have someone over 70 in the house with a medical condition. We are supposed to be priority 1 but each visits tend to be arranged days away. That is not priority. Will not be staying as a customer. Please avoid. They used to be pretty good as EON but a cowboy outfit now. Will be writing to Trading Standards.

Avoid at all costs. 6 months. Over 20 telephone calls. 5 missed appointments. Boiler still not working or replaced. You'd be mad to go anywhere near these cowboys.

My elderly mother (86) lives alone, is registered blind & has dementia. The heating & hot water in her house has been off since this morning (26/11) & despite a number of 'phone calls throughout today & being told she is a 'priority' & that someone would be out today or tomorrow, we've just been told that she won't be visited 'til Monday!! They were unable to tell me what other cases were being 'prioritised' over an elderly frail lady in a cold house &, when I asked to speak to a manager or whoever arranged the fallout schedule, was told there wouldn't be anyone there 'til Monday who could help me further. Their publicity states that they are 'open 24 hours a day, 7 days a week' but doesn't say that although you can contact some useless call centre person, don't expect any problems to be rectified any time soon!! This service costs over £300 a year &, in my opinion, is a complete waste of money. We will be cancelling the contract as soon as we can.

Excellent service by the engineer Paul Oliphant. also good communication from the offices regarding appointment etc. Only slight problem was the delay in coming to do the repair. I would have hoped and expected for 24 hours maximum but was 48 hours. Maybe in the busy period!!?

I had my boiler serviced on friday to be told that the boiler passed inspection and off the engineers went was about an hour later that i felt cold and put the heating on and not working seriously!! I called the ever so helpful customer services who said there next appointment was in 10 days time i was fuming by this time i said i wanted to take my complaint further got a call back to be told they would be out on monday so i have to go through the weekend with no heating!! Was'nt my fault the engineers broke my boiler it was working perfect before they put there hands on it. This is not the first time this company has done this but i gave them a second chance, well it will be the last one. My advice to you is stay well clear of this company.

I was about to cancel my contract with this company based on previous poor experiences, but as my annual service was due I decided to go ahead with the service before I cancelled. The engineer who called to do this service, on a Saturday as arranged to fit in with my working week, was Tim Moore, & the service he provided was second to none. He arrived on time, was polite & friendly & undertook a thorough testing & service on my boiler, in complete contrast to services I had previously had done. Tim is a complete professional & obviously enjoys his job thoroughly. He took his time servicing the boiler then explained everything to me. I am now going to keep my contract & will certainly be asking for Tim next time I book an appointment as I have complete faith in his thorough workmanship.