HES (Home Energy Services) Boiler Breakdown Insurance Discussion

bluebubblerose

Been waiting 2 days so far for someone to come out to us, no heating or hot water, have a newborn baby, 4 yr old and 6 yr old, not good! how is it 24 hour cover when engineers finish at 8pm, twitter help isn't manned at weekends - going to the energy ombudsmen about this!

rs65

bluebubblerose wrote: »

Been waiting 2 days so far for someone to come out to us, no heating or hot water, have a newborn baby, 4 yr old and 6 yr old, not good! how is it 24 hour cover when engineers finish at 8pm, twitter help isn't manned at weekends - going to the energy ombudsmen about this!

They say their helpline is open 24 hours. There is also a part where they say engineers slots are available between 8am and 8pm.


Do you have home emergency cover under your home insurance?

bluebubblerose

just to follow up and engineer called this morning and fixed the problem, I am shocked that we were left all weekend with no help, will teach me to read the small print.

Aliscott019

Not available in central belt of Scotland! 👎🏻

phil-maskell

Hi All,
Just to let you know I joined this company for Central Heating and boiler servicing based upon MSE quoting their charges at being the best, which they are, however, after sitting in my house since 11.30 today for a Annual boiler servicing appointment booked for between 12 and 4 pm, no-one has turned up.
Telephoned them, was told the engineer tried to call my land line but got no answer (funny that as I have not given a telephone number for a landline) and then was informed that he HAD called at the property, told them he had not as I have been waiting for the engineer to visit, I suspect Friday afternoon he had better things to do.
Have insisted that this engineer be investigated, which they are now doing through his superiors and the company, some forms have to be filled in, and am now waiting for a call back for another appointment, if they do not turn up again then I will take my business elsewhere, not a good start with this company, was with British Gas before and whilst they are more expensive at least they keep to their appointments!!

phil-maskell

Wish I could say the same about them!

sjcollett wrote: »

I signed up for the £5.99 per month option due to seeing it on MSE.

I found it very easy to book an appointment for the boiler service (appt within 48 hours). I received a text reminder when I booked, a text reminder the day before and a text reminder a few mins before my appt time to say the engineer was on his way. The engineer turned up about 10 mins later at 8.10am (my scheduled time was between 8-12pm). He looked at the boiler for about 30-35 mins.

I was very happy with the ease and convenience of the service and I hope I can say the same should I ever need to call them for an emergency.

PS. If it helps, I'm based in North Herts - maybe geography has an impact on service levels?

stanners5555

Hello, I wondered if anyone could help. My mother recently cancelled a Central Heating Care package with Home Energy Services. She had had this policy for 5+ years and the automatic annual renewal occurred in November. Every month the direct debit was £19.50 but as she is now having a brand new boiler and heating system that comes with a warranty and annual service she decided to cancel the contract with HES. We expected to have to pay a fee for finishing the contract early but were shocked when told that this would be £136 which is the exact amount she would have to pay anyway if she were to continue with the package until it expired in November. We decided to pay the money and cancel anyway. I checked the terms and conditions which state when cancelling,'You must pay us the minimum charge.' which seems very ambiguous. Is this legal? Is there any way of getting her money back?

Super_Stomper

Thanks for the feedback. I've had my renewal quote from BG which has gone up a massive 20% (on top of £14% last year) so was looking for a cheaper alternative.
I read the small print for HES which explains the discounted price this year, the higher discounted price for next year and that 'standard' pricing in year 3, but doesn't say what that is. I was happy to go with this but NOT if their service is so poor. BG may be expensive but I can't fault their reliability on their Homecare Service.
Will see what I can negotiate with BG!

Hammer_Time

Last year for boiler/gas/electic I was paying £30.50 a month, I have just received a letter stated from Sept 16 it's £40.00 a month. I am now going to shop around, who can you recommend? thanks for helping. Update phoned HES there best price for me would be £30.50, BG is £19.50 for the first year, probably go with them.

r4qlj42

HI all

Like many on this thread I finally had enough of HSE after years of slow response to complete boiler breakdowns leaving us days without hot water or heating. On the latest inciden, HSE eventually gave an appointment 6 days after the breakdown report so I blew it and got British Gas in at £99 plus sign up for their £22 per month contract. They fixed it quickly so happy with the change.
Cancelled HSE contract but they say they are going to bill me £65 to cancel - I would have paid £91-50 on monthly payments up to the end of contract . Again is this legal? - I have had one call out this year, but no annual service.