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1.9 38 Reviews

HomeServe Membership Complaints Summary

8 Resolved
30 Unresolved
Our verdict: When using services from HomeServe Membership with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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HomeServe Membership reviews & complaints 38

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4:01 pm EST

HomeServe Membership Failure to fix boiler

Date of Incident - 14/11/2015 Issue- Failure to fix boiler on three visits Visited property -17, 19, 20th November 2015 The boiler stopped working on the 14th November 2015, we called Homeserve requesting a call out they sent an engineer from Plumright (outsource company) on the dates above. The engineer did not correctly identify the issue and what parts he required and returned twice thereafter not fixing the boiler. He flooded the laminate flooring causing swelling and damage. Three full working days had to be taken off work and the issue is still not resolved. We have had no hot water or heating for 10 days, during which it has been - degree weather and snow. We called Homeserve daily and they claimed they would call back within 2 hours and failed to do so on each occasion. We made verbal complaints on three separate calls (they stated they would escalate) and we received no call back or follow up. Communication from HomeServe was atrocious and condescending. Telling us we should contact Plumright ourselves if we wanted feedback. We did this on several occasions and they told us they did not consider this an emergency. The conditions are not conducive to positive health and they provided no feedback or support on resolving the issue. We still have no heating or hot water and have endured a terrible experience.

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HomeServe Membership Poor Engineer Scheduling & Knowledge

Arranged an appointment slot of between 8am - 12pm on Tue for an engineer to visit to diagnose a fault with the boiler. He turns up at 11.45 and after 1.5 hours of being unable to diagnose the problem, he rings the boiler manufacturer (who tells him within a minute to order a new control panel). New part is ordered and Homeserve rings me to arrange a visit to fit the part. I went for an 8am-1pm slot on Wed. By 11.45am, I had heard nothing, so I call Homserve and they inform me that the engineer is delayed. I am fuming so I cancel the appointment and rearrange it for Fri (asking them to make sure it is first thing in the morning). They give me a slot 8am-1pm. Nothing by 09.30 so I ring up and am told that the engineer is on his 1st job of the day and that he will visit me next (i.e. I am appointment number 2 and he will ring to let me know when he will arrive. 12.45pm, still nothing so I ring Homeserve and am told he has been delayed and expected by 3pm. I have made an official complaint. STEER CLEAR OF THIS COMPANY, their scheduling is awful, their customer service is awful and they don't listen to requests from their customers!

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4:04 am EST
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HomeServe Membership boiler breakdown

I have been with Homeserve for numerous years but rarely needed to use them .They take my money every month and my premium goes up every year!
Last Monday 17th November i called them at 20:30 ish to say my boiler was not working .Ok, the call centre man said, i am sorry to hear that, what's your long card number ! for the excess. after i paid it ..he said an engineer would be with me between 8am and 12 noon on the 18th, i will get a call from him to confirm a time..
I waited until 1pm before i rang then on the 18th to see where he was
..been held up was the reply ...2pm he rides down the street on his trusty nag wearing a Stetson and holding a 6 shooter .
He comes in i make him a cuppa ..as he looks at the lifeless boiler ..
Then he went for the fuse box ..changed it and hey presto the boiler bursts into life...fantastic i said feeling a bit daft for calling them out.
Oh no he says they must be a reason the fuse had blown he proceeds to unscrew the boiler cover ..yanking and pulling at it it would not come off..you need to take the top off your cabinet he says ..[boiler is in a built in cupboard]..the cover has been put on wrong. I climbed onto the kitchen units to have a look to see if i could remove the top off the cabinet..there's a screw here i said
you must have missed it !
Bang crash Bang Bang ..for 10 minutes ..have you the instructions he asks..errrr yes i said ..he took them off me and sat in his car for 20 mins reading it.
Comes back in on his mobile, i presume to someone who knows what they are doing...after a long conversation with his friend i could hear the boiler fire up 3 times.
He then shouts me into the kitchen ..I need to speak to somone else but they are on their dinner hour . Its 3pm at this point.
I will come back in an hour ..but this dripping water is causing the fault ..WHAT! i said it was not dripping before ...oh yes it was he says...it was raining out.
I think i would have noticed i said to him placing a pan under it.
Be back in an hour he said...
That was the last time i saw him or anyone else from Homeserve.
After numerous phone calls and complaints ..i am still left with no
Hot water or central heating for over a week now .
I have been lied to by homeserve and the contactors who sent the cowboy out originally..
What can i do ?

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3:20 am EDT
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HomeServe Membership Taken payment and not done work

The main circuit breaker for my electric ocket blew and would not re-set. I contacted my Insurance company who advised that my insurance did not cover me. They transfered me to Homeserve so I could get someone out.
Homeserve took £75 plus VAT for one hours work and sent an electrician round. He took one look at the fuse box and refused to do anything as there was "old wiring" and it wasn't covered by the Inssurance. We then had a conversation about it not being under the Insurance but he still walked away leaving me with no electricity to most of my wall sockets.
I have phoned Homeserve every other day since and despite being told they would refund my money this has not happened and Homeserve are now saying they cannot access my details!

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HomeServe Membership
Walsall, GB
Oct 04, 2012 5:28 am EDT
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Dear Mr Fisher, please do contact us at heretohelp@homeserve.com as we would would like to assist you. Kindest Regards, HomeServe team

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HomeServe Membership
Walsall, GB
Oct 04, 2012 5:27 am EDT
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Dear Mr Fisher, please feel free to contact us at heretohelp@homeserve.com so we can assist you. Kindest Regards, HomeServe Team

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10:10 pm EDT
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HomeServe Membership Paid additional on the spot charge

We called out Homeserve to mend a burst pipe - to an outside tap so not covered by our Homeserve Insurance. My husband was charged £103.50. Having repaired the pipe, the plumber tried to turn the stopcock on but it was broken. In order to repair the stop ### the plumber asked that I ring Homeserve to pay an additional charge. It tiurned out this was another £103.50. As I wanted the stopcock repair I authorised payment from my credit card thinking it would be cheaper than having to call out the plumber once again. My husband complained that since the plumber was already there this charge should have been less. The complaint was made on 2 Marxch 2012. I was rung yesterday on 2 May asking if this case could be closed. Having checked with my husband, I said we would like a partial refund as the additional work was actually part of the same job, as the outside tap would not have turned on if the stopcock didn't work. HomeServe claimed it was a completely separate job, refused to give a refund, said they were happy the dispute had been resolved and said they would send a letter. I said that from our point of view the dispute had not been resolved. I am not sure where to go from here.

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ENGLISH CHRIS
LONDON, GB
May 17, 2013 11:54 am EDT
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"Hello Marie",

Could You let Me know what was done to Repair the Stopcock - was it just replaced ?

Perhaps the Incoming Mains Water turned Off in the Road by the Plumber with a Water Key and then the Stopcock just replaced with a new one - Mains Water turned back On - ?

I am asking this because the answer would enable Me to work out whether the Charge was reasonable.

Chris

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5:37 pm EDT

HomeServe Membership Scam

I called the insurance company [protected]) as i have a leak in my kitchen and my neighbours roof is damaged because of it.

a plumber came out and had a look at it that day and says my trap under my sink needed replaced and wedged it in place with a tile until he could get permission from my insurance company to replace the trap.

my neighbours roof is still leaking and bowing and i called again on [protected]) another plumber came out and put plumbers tape round the screw thread and says the trap needed replaced and would let me know if my insurance would agree to it being replaced.

i called again on this date and was kept hanging on the phone for over an hour listening to music and no one answered the call at all.

this number is a "hotline" number supposedly in my opinion if it is classed as a hotline number it should be answered before an hour.

i have been with this company for several years now and have insurance for the sum of £1000.00 internal plumbing and £2000.00 external plumbing.

every time i have tried to claim off my insurance they tell me that the problem i have is not covered by my policy.

this time i called back on [protected]) and was told that the plumber that came out on the 19th of march had informed the insurance company that my plumbing was installed wrong.

if that is the case then why did the insurance company give me cover in the first place as it is the same plumbing that has been in the house since i bought the property, also when i took out the insurance no one came out to check my plumbing to say whether they would accept me as a client.which in my opinion should have been done as they are quite happy to take my premuim out the bank year after year but whenever any work needs carried out they dont want to honour any payment that should be met by them.

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J M Joseph
, US
Feb 04, 2023 9:35 am EST

This outfit is incredible. Tried to buy a warranty. They web site wouldn't take my credit card. Tried again several times. Found SEVEN pending charges on American Express. Called them. No answer. Tried their bot and was assured I am enrolled will receive policy in 48 hours. No policy came. Just spam after spam to download their "app" which sends constant ads and more spam. Tried calling again. Voice mail hell.

Now I have to cancel SEVEN charges on American Express and find a home warranty company that wants my business.

Imagine if I had a problem and they had my money

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9:09 pm EDT
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HomeServe Membership boiler service

A man came to service the boiler on Friday, on the Monday morning we complained to HomeServe that it would not ignite and had no hot water.
Putting us through to the service dept we were told that 24 hours had elapsed and to make a fresh claim.
The trick they had up their sleeve was to charge £50 excess.
We are now at the mercy of this bad company over £153 worse off for a boiler that was working fine.
Their second trick was to put a fault on during service - the igniter was misaligned, also it keeps reseting and switching off.
Don't touch this company they are crooks.

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Mr Angryness
, GB
Aug 15, 2012 11:55 am EDT
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I have two bad experiences of Homeserve - the only times I have ever had contact with them. First, they came to service my boiler under the maintenance contract I had with them. The engineer said the water in the system was dirty and I needed a powerflush. The boiler was replaced three years ago and of course the system fluid was replaced then. Unless I was prepared to have a powerflush - £800, my contract would be cancelled he told me. I immediately cancelled the direct debit to Homeserve and took out alternative cover with the AA. They have serviced the boiler since and made no mention of contaminated water.
No 2 - in the flat above my mother's there was a bathroom leak - water coming through into my mother's bathroom below. The woman above had a specific insurance policy with Homeserve for water leaks in flats. I called them for her and they said a plumber would attend that afternoon between i and 6pm. He did not show up until two days later. He then removed bathroom cabinet covers and discovered three water leaks (so he said). He fixed two of them and then said he would have to phone his office as the insurance policy only covered "two claims". He would not fix the third until an extra payment had been made. The policyholder told him to go and called her daughter's plumber who came and fixed the leak without a problem. Homeserve clearly have a policy of "upselling" any routine service or claim, which is scandalous.

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HomeServe Membership Failure to provide serve

I hope I'm posting this in the right place but I wanted to warn people about Homeserve and the cover it provides for boilers, central heating etc.

Briefly, we moved into our house about six years ago and bought cover with Homeserve for the boiler, central heating, electrics, drains, and plumbing.

We noticed an intermitent fault with our central heating and reported it to Homeserve very shortly after we bought cover with the company. Namely, the boiler would fire at 15 minute intervals for about 90 seconds whether or not the system was calling for heating. Additionally, the pump in the airing cupboard would continue to run and run. But there was certainly nothing wrong with the heating or the hot water; something was obviously wrong with the control mechanism somewhere.

From this point we've just had a saga with Homeserve including the company sending an engineer from Storm Heating in 2008 who recommended a power flush to the system, which I found out after I'd stupidly signed his chitty invalidated my insurance with Homeserve. Following a complaint the insurance was reinstated and I was paid £50 compensation. But the problem was never rectified.

Eventually after may be a dozen workmen had looked at our system one man said that it was an electrical problem and that finding it in the system wasn't part of the cover. As the problem was intermittent we just lived with it but this year the problem became permanent. So I contacted an electrician who came and diagnosed the problem. I then called Homeserve out who sent Storm Heating out again. The engineer said the system needed a power flush, complete rewiring, which isn't covered by the insurance and was too old anyway.

After a fairly pointless conversation with somebody at Homeserve's call centre, I have cancelled our policy with the company. I asked, but did not receive a satisfactory answer, why having complained about this fault for six years none of the engineers the company had sent could find the source of the problem or mend it, how odd it was that Storm Heating's answer to a system control problem was a power flush, and how, having serviced the boiler only last summer, the system was suddenly too old to mend but the company had been taking my insurance premiums each month. I told the operator, you've had six years to mend it and funnily now somebody else has found its source it's too old to mend.

I am writing a letter of complaint and will also be reporting them to Trading Standards as I think this is pretty sharp practice.

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1:31 am EDT
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HomeServe Membership Homeserve - Faulty Boiler Board Replacement

Dear Sir/ Madame,

I am writing to kindly request your urgent assistance to remove the photo attached to the last comment because accidentally I chose to upload the wrong picture where my full address is showing and I cannot remove it and replace it with the correct one.

Awaiting for your prompt reply.

Thanking you for your time, consideration and assistance in advance.

Kind Regards

Callie Prinari & J. Harde

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never again
Colorado Springs, US
Mar 22, 2011 1:57 am EDT
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Home Serve is a scam. They sell you an overlapping policy to cover home "breakage" issues, and then they dont repair anything. They tried to scam my mom out of her money.

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10:56 pm EDT
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HomeServe Membership Faulty Boiler Board Replacement

his is the 5th day with no heating and no hot water…
the emergency service was told on Sunday and was here on Tuesday…
did nothing
today Thursday they said that we should get an electrician and then call them to come back…
before they left they said that all the electrics is fine…
last year they came 5 times for the Gas Safety Inspection out of which 4 they failed to show…
they sent the Gas Safety Certificate 9 months after…
they tell you you have to wait from 08:00 to 18:00…
imagine when they do not show…

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Update by NoHeatingNoHotWater
Mar 22, 2011 1:12 am EDT

on the 9th day still with no heating and no hot water, we received this fabulous letter exhibiting how dedicated to serious business practices this company is, the HomeServe people were actually unable to provide any kind of reference to the policy T&C's...
click on this link to see it:
http://s1187.photobucket.com/albums/z396/RExplorerD/HomeServe/
(or see the photo attached)
We would have at least expected a letter of apology and an answer to our complaint from the customer service...
but this is not in the HomeServe book...
SAD SAD SAD

Update by NoHeatingNoHotWater
Mar 18, 2011 7:54 pm EDT

Well, what a surprise! We called an electrician and said there is no electrical fault and no need or re-wiring. It is just the PCB board that needs to be replaced!
This is what it is:
min. Gas Safety Inspection charge £45
PCB board replacement £150-200 plus say £40-60 for labour
allow their annual overhead expenses per account of say £20
add this it gives you min.of £255 and a max. of £325 pure cost
and then subtract the amount from the annual charge of HomeServe which is £444 (£37x12months)
then their revenue from this customer is between best case £189 and £119 worst case.
minus taxes, this and that and then they are left with almost nothing for this year... (note that there is another 9 months they are supposedly covering and it's crystal clear...)

No wonder HomeServe people fabricate stories...

How stupid do HomeServe people think their customers could be not to understand these tricks?

SAD AND LAME SERVICE

Update by NoHeatingNoHotWater
Mar 18, 2011 4:00 pm EDT

YEAH RIGHT! THEY JUST TOLD US THAT REWIRING IT SHOULD BE DONE...THE BOILER WAS INSTALLED IN 2004 (WHEN THE PROPERTY WAS BUILT) AND THE LAST 2 YEARS AS FAR AS I KNOW THEY THEMSELVES DO THE GAS SAFETY INSPECTION...THEIR ENGINEER ACCESSED THE TANK AREA SAYING THAT EVERYTHING HAS TO RE-DONE AND HE IS NOT EVEN A NU-HEAT ENGINEER. HE WAS ASKING ABOUT DIFFERENT BITS OF THE SYSTEM LIKE A SCHOOL BOY...HOMESERVE IS KNOWN FOR NOT WANTING TO DO REPAIRS. I ENCOURAGE EVERYONE TO READ WHAT OTHER PEOPLE SAY ABOUT THEIR SERVICE...JUST GOOGLE HOMESERVE COMPLAINTS AND YOU WILL SEE MOUNTAINS OF COMPLAINTS ABOUT THEIR SERVICE, ATTITUDE, ETC. 2 YEARS AGO THERE WAS ALSO A ELECTRICS SAFETY TEST AND INSPECTION CONDUCTED AND A CERTIFICATE ISSUED. JUST GOOGLE HOMESERVE COMPLAINTS

Update by NoHeatingNoHotWater
Mar 17, 2011 11:11 pm EDT

just remembered that when he was checking the electrics he said everything is fine and I saw the tester was indicating there is no problem
then they tell my managing agent this...

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HomeServe Membership No Show

Had a policy in place with Homeserve covering plumbing, electrical and water supply. The toilet started making a gurgling sound and began draining/filling slow. Called 1:00pm, told a plumber would be with us between 2-4. At this time I informed the rep that we had only one toilet and my husband is disabled. at 4:30, a rude woman telephoned and told me another job had took longer than expected and no one was coming out until the next day. I had to have the problem sorted myself. I have since filed a complaint.

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HomeServe Membership furniture

for some time now iv been waiting for a reply from homeserve HQ about my three piece; ive emailed them sent aletter nothing so now its time to contact you again for the last time to see wether you are going to sort my furniture out the guy who came round took pitures told me il here from you but nothing, certificate number-[protected]

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Anomounus
, GB
Aug 03, 2018 11:21 am EDT
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Came home under warranty that we paid for to be told they not going to repair it saying peeling leather patches are wear tear have 3 leather sofas before this never happened also asked for report told no asked why this happened no answer spoken to manager Chris which no help to resolve this

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Anomounus
, GB
Aug 03, 2018 11:24 am EDT
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Replying to comment of Anomounus

It's homeserve furniture repairs that came out

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Evelyn Thomson
, US
Aug 07, 2017 10:18 am EDT
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Had a gentleman from Homeserve Furniture to give an inspection on my Harveys Sofas on friday 4th August. Well what a waste of £45 he gave myself and partner the impression he did not want to be here. The term of furniture technician is a joke, to spray leather cleaner on my sofa then rub it and announce because there was no colour on the cloth there was no manufacturers fault, really! I had told the girl at the time of making the booking my sofas were peeling also loosing colour. To say it was wear and tear of just over 3 years was a joke. Dont know who I am more angry at Harveys Furniture with a could'nt care less attitude or the Technician with a bottle of leather spray a very scientific way of testing leather . Would not recommend either Company.

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9:52 am EST
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HomeServe Membership Failure to comply to Sec 7 Data Protection Act

At the beginning of this year I had a complaint against Homeserve regarding their failure to respond to my boiler not working for a period of 13 days in, what was then, the coldest period in recent history.
I made a Subject Access request for them to reveal all of the 'Personal' contact I had made to them over this period. 'Conveniently', they failed to send me @ 15 to 20 of the complaints I made on their 'CONTACT US' form. They gave me the excuse that there were Technical Issues and that the site was, in effect, down for 2 weeks !
Having made a complaint to the Information Commissioners Office, only now, some 10 months later, have Homeserve 'Responded' and 'Mysteriously Found' my missing E mails. Quite obviously they have only been found due to the intervention of the ICO and they were, in my opinion, Witheld to 'Minimise' my orginal complaint to the FSA.
They are deceiptful and cunning in what they do so watch them. They even denied receipt of a Recorded Delivery letter UNTIL I gave them the evidence from the 'On Line Tracking' facility !

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saffron263
Dagenham, GB
Feb 12, 2011 2:33 am EST

I was with homeserve for years. At first they were very good then they started getting greedy. At one point my friend was paying nearly £200 per annum more than me, yet when renewal came around I ended paying twice as much as my friend. They gave me some ### and bull stor about the new computer system and how it would be sorted out at the next renewal (a year away) . I stuck with them until they gave me such a run around with a breakdown and neither they nor their contractors, storm heating, responded to my e-mailed complaints regarding the incompetence of both companies. Also the service and attitude of the staff was despicable. I left them asap and would never recommend them to anyone.

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HomeServe Membership Failure to do what is promised

Do not touch this firm with a barge pole. They happily left us without any water for 8 days; on another occasion, they came to repair the toilet flush which was malfunctioning. By the time they had `finished' it did not work at all.
On both occasions it was necessary to employ local plumbers who finished the jobs quickly and efficiently.
Thus, it is a complete waste of money to subscribe to them.

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osadca
shresburty, GB
Dec 28, 2011 4:49 pm EST
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SHOCKING aint the word to use
i worked for homeserve too we got taken over buy them. our company was up and runing for 15years b4 they brought use out for 72 million after completion of the sale they lasted 8 months then layed us all off quiet glad tbh .they just loved to cut corners say we had to replace a toilet go to pts get one off the shelf for 100 quid no thet sooner wait for there shipment of 9.99 toliets to come in (seconds from the factory ) then out of 10 toilets we had to make one good one up b4 we got to sight

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CANCELHOMESERVE
Leeds, GB
May 14, 2011 9:12 am EDT

i did work for homeserve as a engineer plumbing and drainage. i had to leave due to wearing that t - shirt as it made me a cowboy. none of them are qualified plumbers and just want to rush the jobs to earn more money because thats how there wages work. if you live around leeds cancel as only 5 of 30 engineers know what they are doing SHOCKING !

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Annoyed with Homeserve
, GB
Dec 29, 2010 4:42 pm EST
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The resonse by 'Homeserver' just confirmed the complete lack of any customer service by any of their employees. They supoosedly 'fixed' a small problem and then caused a leak. They have cut me off the telephone on numerous occasions and left my parents with a leaking toilet for 10 days with no contact - when we eventually made contact with them, they decided that they were waiting for a part - didn't realise their plumber were physic! Eventually today got through to them - again waited all day for a plumber who has not shown up again!

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Homeserver
, GB
Dec 02, 2010 8:28 pm EST

I work directly for homeserve and i know that the cover is to remove blockages. Not repair collapsed drains!Again another classic example of a policy holder expecting the world. Try reading you policy you ###!

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Bossme
Luton, GB
Jun 09, 2010 3:59 pm EDT

Homeserve are terrible. Their attitude is a disgrace, if you have a blocked or collasped drain your best bet is to process it through house insurrance. Homeserve will take your money but pigs will fly if they ever repair your drain for you! they messed me around for three weeks and missed numerous appointments without even calling me, wasted alot of time taking days out off work they could care less. People stay away from this company put them out of business they are dangerous, useless and careless you have been warned!

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7:20 am EST
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HomeServe Membership Boiler Cover

I have a boiler contract with Homeserve.

My Glow-worm Enerygysaver 60 boiler started playing up so I contacted Homeserve.

They sent a engineer to take a look.

He found a leak and said he will order a part.

A week later I got a call from Homeserve saying that the parts will cost too much and they offered me £200 towards a new boiler and they would cancel the contract.

The parts they said it needed were: Main heat exchanger [protected] £446, sec heat exchanger [protected] £465, burner S203154P £165, gas council number 4131994.

Its seems that if the cost of repairs is above £200 then Homeserve will not attempt to fix it but just offer you £200 for a new boiler and cancel the contract.

You are better off putting the money aside instead of paying Homeserve.

SO, BEWARE IF YOU HAVE A CONTRACT WITH HOMESERVE. THE MOST THEY WILL COVER IS £200!

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erica price
Exeter, GB
Apr 22, 2011 3:23 am EDT

I agree I had my boiler serviced by a good company which did cost, then agreed to Homeserve paying monthly all inclusive to be kept waiting with no hot water for four days kept being tried to be sold a new boiler over and over again, small leak thats all it was taped up 2 weeks later happend again then told it was the pump, which was not the case it was what they had not done in the first place the Engineer still telling me i need a new boiler crap, fixed now and working fine mmmm just like to say the man was also very rude and was a bully.

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steve perry
London, GB
Feb 22, 2010 4:08 am EST
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I have a problem with Homeserve they turned up last wednesday to look at my boiler
only to say it needed a part when Friday arrived i called to see what was happening they
told me it had been agreed to fix with new part but could not turn up till next Tuesday at
which point the boiler broke down completely and they told me they would send over 3 new heaters
they they said were on the van but they never was and we have had no heating all weekend
they had lied to us

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1:05 pm EDT
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HomeServe Membership faulty repairs/no service

Left with 2nd hand water pump fitted and highly dangerous electrical installation. Homeserve will not rectify the problems they have caused.

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kedu
liverpool, GB
Jan 29, 2011 6:26 pm EST
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i had a leak under my kitchen sink, i searched the yellow pages and called homeserve, i regret the day i did and have now resolved to read up ratings prior to using any company's services.
The plumber turned up, after i had authorised a payment of 150pounds over the phone and was promised 12months insurance cover. Guess what! he used cellotape to stick up two parts of the kitchen pipes, and this was for £150.
Anyway three weeks later and my tap would not stop running, i called home serve and i was told that that was not classed as an emergency as it was not soaking up the floor n the walls or causing any damage, i argued at the fact that i use a meter and so it was causing damage to my pocket, no not an emergency. THIEVES AND RIP OFFS!

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HomeServe Membership Refusal to fix drainage problem

I have held 3 seperate policies with Homeserve for the couple of years. We had a blocked drain which was causing our toilet to overflow. Homeserve sent out an engineer who agreed that the drains behind the toilet must have some kind of blockage. The drains were behind a tiled wall. We are getting a new bathroom fitted and the tiles and wall were taken down. Our Bathroom fitter advised us to get the drains fully clear before we install our new suite so that there would be no repeat of the flooding. We reported the matter to Homeserve who were dismissive and said that it needed to be an emergency before they would send anyone out. I said to their representitive that if we install our new suite and tile the wall behind the toilet the same thing would happen again. He agreed that if the toilet was to overflow then they would send an engineer to fix it. This chap was actually telling us to install the toilet, wait for it to flood and then they might send someone out. I have checked Homeserve's website and it clearly states that an emergency = anything that creates a risk of or damage to your home. A blocked drain which Homeserve clearly knew about would create a risk to our property but they did not want to know. I would advise everyone to cancel their policies immediatley because this company gladly takes your money but does not want to help when their customers need it.

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mmmmmeeeeeeeee
Luton, GB
Dec 10, 2011 12:13 pm EST

As a former employee of Storm Heating Services Ltd, i have nothing but sympathy for anyone who has had the bad luck waiting for an engineer. My time there was very depressing the staff, well some of them, did try their best and it was frustrating when you promise a customer one thing and you fail to deliver. The engineers are all jokes, the manager Chris Davis just wanted the money, he would give engineers anything up to 30 plus jobs a day, anyone knows that is not possible for anyone to do a good, safe job for the customers. The managers at Storm don't care they avoid speaking to the customers and pass the busk and leave the blame with the staff answering the phones. It is a family run business, but they only care about money, as they would never see themselves without heating and hot water. Chris Davis has now moved onto Solar Power heating so please be aware and steer clear, he just about passed his exam on this so please be warned. The staff there were subject to being sworn at called names, females that work there are discussed like objects its a very sad and unprofessional environment to work in. The complaints manager is not even trained in customer service, he is fresh from finishing a Marketing course ? how this will help a heating company deliver a professional service i have no idea. They have now lost the Homeserve contract and if you have a policy and Storm is ever mention please please stay away, parts don't get ordered and customers are left waiting for very long periods of time. I'm so glad i do not work for them no longer and it made me feel like a failure as a person. I hope you take heed to this statement and stay away from the cowboy company that Storm really are,

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Torquinian
, GB
Aug 09, 2011 3:05 pm EDT

I have just got my renewal papers from Homeseve for water supply insurance. Up from £42 to £114, so goodbye Homeserve.

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Mr KNIGHT
Birmingham, GB
Dec 29, 2010 3:54 pm EST
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I have just sent the below letter to the South Staffordshire Water Board who are using 'Homeserve' as their service providers.
As you can see I live in your area of supply.
My complaint is not directed at your company but more of the fact that I note that you are using a company by the name of ‘Homeserve’ as being your provider when offering Service Cover for any faults. I cannot emphasise strongly enough how concerned I am at you using this company.
I have had a number of dealings with them as to their inefficiency and, what I regard as, ‘Inappropriate Practice’ when dealing with its customers. Their actual practices must also be called into question, I believe to be deceiptful.
By associating yourself with this company may result in your company being ‘Tarred’ similarly which I would not wish that to be the case as I have nothing but praise for the manner in which I have heard that you deal with complaints.
I have actually had them found at fault by the ICO (Information Commissioners Office) for breach of Section 7 of the Data Protection Act where they failed to provide me with certain information I requested to substantiate a complaint I made against them to the FSA, thereby minimising the actual content of my complaint to them.
I see that you offer a sum when you fail to respond within a certain period for complaints. Had this been the policy adopted by Homeserve they would be out of business by now.
I would suggest that your Directorship look at the ‘COMPLAINTS BOARD.COM’ site to see the extent of the problem as well as the ICO site to see examples and statistical information as to the problems they cause.
I look forward to a response.

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Mr KNIGHT
Birmingham, GB
Dec 29, 2010 3:24 pm EST
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At the beginning of this year I had a complaint against Homeserve regarding their failure to respond to my boiler not working for a period of 13 days in, what was then, the coldest period in recent history.
I made a Subject Access request for them to reveal all of the 'Personal' contact I had made to them over this period. 'Conveniently', they failed to send me @ 15 to 20 of the complaints I made on their 'CONTACT US' form. They gave me the excuse that there were Technical Issues and that the site was, in effect, down for 2 weeks !
Having made a complaint to the Information Commissioners Office, only now, some 10 months later, have Homeserve 'Responded' and 'Mysteriously Found' my missing E mails. Quite obviously they have only been found due to the intervention of the ICO and they were, in my opinion, Witheld to 'Minimise' my orginal complaint to the FSA.
They are deceiptful and cunning in what they do so watch them. They even denied receipt of a Recorded Delivery letter UNTIL I gave them the evidence from the 'On Line Tracking' facility !

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Mr KNIGHT
Birmingham, GB
Dec 29, 2010 3:21 pm EST
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i suiggest that you make a complaint to the FSA as we MUST continue to bring down this company. Not that anythingthing will be done by them BUT it will ensure another FORMAL complaint is registered.
I live in South Staffordshire Water Authority area and see they they are using them to act as their 'SERVICE (Joke) PROVIDERS. I am making representation to them as to what they are getting involved in !

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meddleman
Crewe, GB
Dec 29, 2010 2:32 pm EST

Further to my earlier comment, the engineer did not turn up and I heard nothing from Homeserve. Clearly, they are an entirely dysfunctional company and their 'customers' atre merely making a donation to them for non-service. DONOT USE HOMESERVE!

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meddleman
Crewe, GB
Dec 20, 2010 7:59 pm EST

On Saturday afternoon December 18th., I reported a drain blockage and was given an 'appointment' between 0.800 and 13.00. today, Monday. No one appeared during this time and no one contacted me to inform me they were not coming. I rang Homeserve at around 1.10 and was assured that someone would be out to me before 6.00pm. You will not be surprised to hear that no one appeared and no one contacted me to say they were not attending. I rang again shortly after 6.oo and despite ' my call being very important' and an advisor would be with me 'shortly', it took the concerned advisor 17 minutes and 30 seconds to answer.
I do not like wasting valuable time, especially before Christmas, and during the day I was supposed to be checking on my 96 year old mother but was unable to because of Homeserve's incompetence. I also do not appreciate being lied to and it is my belief that there was always very little chance of an engineer attending today. I now have another 'appointment for Wednesday betwen 1 and 6 and will be astonished if anyone turns up. My policy is due for renewal in September which fortunately gives me ample opportunity to research alternative cover with a company that will take charge of the problem (which is exactly why people like me have this cover) rather than Homeserve's apparent policy of leaving the problem entirely to the customer. The service I have received from Homeserve in this matter has been woeful and I shall ensure that as many people as possible are warned of the foolishness of taking out a Homeserve policy. A cursory look at some consumer blogs today (while I was waiting for the phantom engineer)revealed that lots of other people have had similar experiences in the past.

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Richard_Harpin
, GB
Dec 12, 2010 10:02 pm EST

As a former employee of Homeserve I would add that all of these comments are common to my own experience from working in their offices in Walsall and Preston. They do not care about emergency call outs, they just want to take your money for none existent cover and hope you do not claim. If you do claim they will try to screw you every single way, they will always say a boiler is beyond repair. They have saturated the market in the UK and are now expanding into the USA and Europe. Their subcontractors are all numptys and they are not bothered as they get the lowest rates for 'fixing' your jobs in the entire industry.

The whole business is in chaos, their systems are totally useless. They have grown on the back of stuffing a leaflet in your water bill, and have saturated that market. Last year they sold their emergency callout business, yet straight away started a product called One Contact. Within 12 months the director of that part of their business was fired and that scheme is now being disbanded.

All the staff are currently going through a redundancy process, no wonder they do not care about you or your plumbing.

PLEASE PLEASE PLEASE STAY TOTALLY CLEAR OF HOMESERVE, AND ASK ANYONE YOU ARE CONSIDERING ENGAGING IF THEY ARE IN ANY WAY CONNECTED WITH HOMESERVE!

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gray69
one of them, GB
Oct 20, 2010 3:51 pm EDT

Home serve are absolute wankers, avoid like the plague.

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Hazel paterson
melton mowbray, GB
Sep 13, 2010 3:43 am EDT
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My boiler broke a week last saturday. The Storm Heating engineer came out and said he had ordered the part ( the exact same part that broke 6 months ago and Storm "fixed" it). I have been messed around and lied to by both Storm and Homeserve for over a week now and still no boiler. I am disabled and can't carry kettles of hot water upstairs to bathe etc. I'm still waiting for heat and hot water. Its now Day 10.

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12:00 am EDT

HomeServe Membership Do not honor warranty!

I bought a warranty through our mortgage company GMAC for electrical appliances in our house. The name of the company is Home Serve. When the time came for them to replace our air conditioner the company says we switched some switchers or wires to by pass something and that caused the air conditioner to stop working. We have no idea to switch anything on an air conditioner or anything else. First they said the filter was clogged and after that they changed the story to the wires. They came last year too as I had the same complain. If the wires were switched then, why didn’t they fix it? I feel this company is looking to get out of having to fix our air conditioning unit. Would any one have any idea as to what I should do?

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fabiha agha
, US
Oct 27, 2019 2:14 am EDT

Web is not opening every time i opened it and it showed me a screen with an error occurred
From afternoon the web is not working

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Anjillian brown
, US
Oct 22, 2018 4:37 am EDT
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I got news of my fathers death from of honeserve employee named Simon okafor in Lagos, Nigeria. I haven't been able to reach anyone to confirm. I live in the United States and have no way of speaking with my dad. He is the only family I have. His name is Jeffrey Innocent Okafor. Please help me.

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