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    • newbridge
    • By newbridge 6th Feb 18, 4:29 PM
    • 148Posts
    • 14Thanks
    Homeserve - Boiler cover nightmare
    • #1
    • 6th Feb 18, 4:29 PM
    Homeserve - Boiler cover nightmare 6th Feb 18 at 4:29 PM
    Not a great experience with homeserve boiler cover and the way they can ignore customers and their greivances. Have contacted them at-least 10 times with same response of "we are investigating...and will come back as soon as possible". Its been 21 days now!

    Some back-ground on what happened:

    - We are a household with young(<5 years) children so need to keep heating working, especially during winters.
    - Had bought a boiler cover in January 2017. One needs to get BHC(boiler health check) with in 90days of starting the policy. And it also came with a free service. So I thought cover + free service was perfect.

    - Before homeserve could do a BHC/service, unfortunately my boiler broke down after about 14-15 days.

    - So I contacted them and made them aware of the situation. The customer rep said it shouldn't be a problem. They will send someone to do the BHC first and then someone again to repair.

    - I did query, that how is the engineer going to do BHC if its already broken and why don't you send the homeserve engineer to fix straight away. But she insisted the any way.

    - Engineer came after 3 days; talked on phone at his office for a while and then said "homeserve won't cover it, because we had called them too early...if it was 1 day late they would do it" and left.

    - I contacted support again to check why it wasn't covered? Got variety of answers each time:
    "The engineer couldn't do BHC and hence we cant cover"
    "The person present at home didn't allow the engineer to do BHC..." etc

    So I asked them what would homeserve do, if a customer boiler breaks down before BHC is done(within allowed 90 days)...?
    Answer to that was, "our engineer have skills and tools to detect if the boiler was a pre-existing problem which we wont cover"

    Which is fine, so I asked how did they detect that it was pre-existing problem or why wasn't BHC done?
    Ans: "We have requested engineers report from relevant dept. and will be sent to me soon." (its been 21 days since!)

    Meanwhile, my family including kids suffered in cold(days when it snowed heavily) rooms without adequate hot water.

    I lodged a complaint, and then contacted again to check the status. Shocked to find that the customer support had decided to not lodge it as a complaint but "matter of dissatisfaction!". So I insisted that i want it to be a complaint and if homeserve followed any service level standards.

    I was told, I would get response within 5 days..and it been 2 weeks since then.

    Between this period, I have contacted at-least 10 times to check the status of complaint & promised report but seems they can get away with ignoring a customer/complaint.

    While checking up reviews(too late- I know) on homeserve. Found FCA had fined them in 2014

    The FCA says the firm:

    Failed to investigate complaints adequately.
    Had inadequate IT software in place, which resulted in some customers being overcharged and being charged for duplicate cover they didn't need.
    Put pressure on staff to close as many complaints as possible, meaning there was a risk that grievances weren't handled fairly and customers didn't receive appropriate redress.

    Seems there hasn't been much improvement since then!

    Note to homeserve, if you are reading: I have got records of conversation, if you want to go through it.
    Deposit: 25000!!/15000 Homeowner
    quidco cashbacks- 1142.81
Page 1
  • HomeServe company representative
    • #2
    • 7th Feb 18, 11:46 AM
    • #2
    • 7th Feb 18, 11:46 AM
    Hi there,

    Thank you for taking the time to comment on your experience. The level of service you receive is of great importance to us and whenever we are made aware of any issues, we do all we can to put things right and ensure the matter is looked into.

    What you have described is not what we are about, we are a different company to the one we were and have made significant improvements since. We would really like to get a further understanding as to what has happened and ensure this is picked up.

    Please contact us via the details available on our profile and we can take a look into this.

    Kindest regards

    Here To Help Team
    Official Company Representative
    I am the official company representative of HomeServe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to This does NOT imply any form of approval of my company or its products by MSE"
    • csgohan4
    • By csgohan4 7th Feb 18, 12:15 PM
    • 4,372 Posts
    • 2,734 Thanks
    • #3
    • 7th Feb 18, 12:15 PM
    • #3
    • 7th Feb 18, 12:15 PM
    time to consider self fund and save up the money for any repairs
    "It is prudent when shopping for something important, not to limit yourself to Pound land"
    • newbridge
    • By newbridge 7th Feb 18, 3:48 PM
    • 148 Posts
    • 14 Thanks
    • #4
    • 7th Feb 18, 3:48 PM
    • #4
    • 7th Feb 18, 3:48 PM

    - Got a phone call from Business Improvement Adviser; he heard from me what had happened, sent me the so called engineers report and conveyed verbal apologies!

    - He agrees that the policy is misleading & confusing, which states that a BHC has to be done by a homeserve engineer within 90 days of taking the policy. But if the boiler breaks down before that, they won't cover since BHC cannot be done due to boiler being non-operational. Even if the boiler breaks down after taking the policy.

    - He also agreed that homeserve customer service agents had provided wrong information at different times. They should have never booked an engineer for BHC when I clearly stated boiler has broken down.

    - Also agreed that customer services was totally wrong in not logging my complaint and keeping it as a "matter of discontent" ignoring my request several times. Another way of keeping the complaint numbers theoretically down and avoiding the responsibility for responding within 5 day standard set by homeserve.

    - The report basically says,
    Service Outcome: Unable to coplete,
    Reason: Appliance not operational.

    That is what I had told in first place! when making a claim. And queried why they were sending engineer for BHC when it needs fixing.

    - No where in the report, it showed that breakdown was a pre-existing condition before the policy was taken. Neither did the engineer do anything clever as claimed by support.

    - Isn't homeserve taking its customers for fools? Where everything goes fine while charging their premiums, and when the real time comes to provide service, take the customer for a ride going round in confusing circles while highlighting policy.

    - Asking the representative, how is homeserve going to compensate the suffering my family had to go through, and waste of my time by providing misleading and confusing information. "Verbal apologies was the best they could offer".

    - I have had my boiler fixed independently since then, but HOME-SERVE has a lot to cover in being customer friendly, honest and fair.
    Deposit: 25000!!/15000 Homeowner
    quidco cashbacks- 1142.81
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