Warning: 24/7 Home Rescue – left without heating for 9 days, policy ignored

Refenney

I want to share my experience with 24/7 Home Rescue so others can make an informed choice about boiler/home emergency cover.

Timeline:

• 1 Jan 2026: Reported boiler failure (“No Flow Lockout”). Engineer reset it but did not investigate the fault. Heating returned temporarily.

• 2 Jan 2026: Boiler stopped working entirely. I had no heating or hot water. Repair was scheduled for 5 Jan, leaving me without heating for several days.

• I requested the two portable heaters my policy allows if heating cannot be restored. I was told none could be provided and only £30 reimbursement was offered — not mentioned in the policy. I sent invoices, but reimbursement was never paid.

• While the breakdown was unresolved, I received a sales call offering a new boiler — inappropriate while I had an active emergency.

• Independent Gas Safe engineer (verbal advice) and the manufacturer confirmed the boiler was repairable.

• 5 Jan: Engineer attended, declared the boiler Beyond Economic Repair (BER) with a repair cost of £762. After I provided manufacturer evidence showing a one-off repair would cost £359, 247 Home Rescue then offered £268, still classed as BER. After I replaced the boiler myself, they later stated a repair would have cost £168, showing it was within the BER limit.

• During a call, I was incorrectly told there was no complaints email, which I later found and used to submit a formal complaint the same day.

• I had no heating or hot water for 9 days, which would have been longer if I had not replaced the boiler myself.

• I also tried to raise a claim for partial power loss (1/3 of kitchen lights). The online system automatically rejected it as “maintenance,” even though a wiring fault is exactly the kind of issue this insurance is supposed to cover.

I have now escalated the case to the Financial Ombudsman Service.

I hope others find this helpful when deciding whether to use 24/7 Home Rescue.

TadleyBaggie

I doubt the FOS will be interested in a boiler repair issue.

MyRealNameToo

Refenney said:

I want to share my experience with 24/7 Home Rescue so others can make an informed choice about boiler/home emergency cover.

Timeline:

• 1 Jan 2026: Reported boiler failure (“No Flow Lockout”). Engineer reset it but did not investigate the fault. Heating returned temporarily.

• 2 Jan 2026: Boiler stopped working entirely. I had no heating or hot water. Repair was scheduled for 5 Jan, leaving me without heating for several days.

• I requested the two portable heaters my policy allows if heating cannot be restored. I was told none could be provided and only £30 reimbursement was offered — not mentioned in the policy. I sent invoices, but reimbursement was never paid.

• While the breakdown was unresolved, I received a sales call offering a new boiler — inappropriate while I had an active emergency.

• Independent Gas Safe engineer (verbal advice) and the manufacturer confirmed the boiler was repairable.

• 5 Jan: Engineer attended, declared the boiler Beyond Economic Repair (BER) with a repair cost of £762. After I provided manufacturer evidence showing a one-off repair would cost £359, 247 Home Rescue then offered £268, still classed as BER. After I replaced the boiler myself, they later stated a repair would have cost £168, showing it was within the BER limit.

• During a call, I was incorrectly told there was no complaints email, which I later found and used to submit a formal complaint the same day.

• I had no heating or hot water for 9 days, which would have been longer if I had not replaced the boiler myself.

• I also tried to raise a claim for partial power loss (1/3 of kitchen lights). The online system automatically rejected it as “maintenance,” even though a wiring fault is exactly the kind of issue this insurance is supposed to cover.

I have now escalated the case to the Financial Ombudsman Service.

I hope others find this helpful when deciding whether to use 24/7 Home Rescue.

Are you sure it's insurance? Many of these plans are service plans not insurance and therefore not in the scope of the Financial Ombudsman. 

If it is insurance then you can only go to the FOS once you have received the final response to your complaint (or 8 weeks have passed if no final response has been received by then)

Boohoo

Just try and get your £30 back for the heaters and move on. I don't think you will get very far with this but if you have the time and energy to pursue this then knock yourself out.

Have a look at trust pilot for review's on this company and see how othe customers have got on with the same issues as you