HEA Anmeldelser 

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15. juni 2026

Hi Rosalin,

Thank you for your kind feedback. We're really pleased to hear you found our engineer pleasant and knowledgeable. We appreciate you taking the time to leave a review and look forward to helping you again in the future.

Kind regards,
Nazeera.

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16. juni 2026

Good Morning Mrs Burns,

Thank you for taking the time to leave a review.

We are sorry to hear that you were unhappy with your recent claim experience.

Having investigated the matter, I can see that when the engineer first attended, he adjusted the toilet flush mechanism and advised that it was operating correctly at the time of testing. Based on his findings, a replacement part was not initially authorised. However, following your further concerns and request for a second opinion, we arranged for the engineer to return to the property.

During the return visit, the engineer identified that the push button was intermittently sticking and locking up, which was not apparent during the initial attendance. As a result, the required replacement parts were approved and fitted to resolve the issue.

We appreciate this situation was frustrating for you, however we have found no evidence that the engineer deliberately provided false information. The findings on the second visit differed from those observed during the first attendance, which can happen with intermittent faults.

We are pleased that the issue has now been resolved and apologise for any inconvenience caused during the process.

Kind regards,

Customer Relations

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15. juni 2026

Hi Linda,

Thank you for your fantastic feedback. We're delighted to hear that our engineer kept you informed, arrived on time, and provided a friendly and professional service. It's great to know the boiler service was carried out thoroughly and met your expectations. We really appreciate your review and look forward to helping you again in the future.

Kind regards,
Nazeera.

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15. juni 2026

Hi Margaret,

Thank you for your detailed feedback. We're really pleased to hear our engineer was polite, respectful of your property, and left everything tidy.

We also appreciate your comments regarding the appointment timing. We understand how helpful it is to have earlier notice, and your suggestion about being informed the day before has been noted and will be shared with the team as we look to improve our scheduling communication.

Thank you again for taking the time to leave a review.

Kind regards,
Nazeera.

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15. juni 2026

Hi Carole,

Thank you for your kind review. We're so pleased to hear that our engineer was friendly and efficient throughout the service. We really appreciate you taking the time to share your experience, and we look forward to assisting you again in the future.

Kind regards,
Nazeera.

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15. juni 2026

Hi Amanda,

Thank you for your wonderful review. We're delighted to hear you had a great experience from start to finish. It's fantastic to know our office team were pleasant and accommodating, and that the engineer provided a hassle-free service. We really appreciate your feedback and look forward to helping you again in the future.

Kind regards,
Nazeera.

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15. juni 2026

Hi Adrian,

Thank you for your great feedback. We're really pleased to hear you found our engineer knowledgeable and that you were happy with the service. Your kind words are much appreciated, and we look forward to helping you again in the future.

Kind regards,
Nazeera.

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15. juni 2026

Hi Carol,

Thank you for your kind review. I'm delighted to hear you found the service helpful and efficient. It was a pleasure carrying out your boiler service, and I really appreciate you taking the time to share your experience.

Kind regards,
Nazeera.

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15. juni 2026

Hi Ian,

Thank you for your lovely review. It was a pleasure helping you, and I'm really pleased to hear you're happy with the service. Knowing you feel confident that your boiler is being well looked after means a lot. Thanks again for your support!

Kind regards,
Nazeera.

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12. juni 2026

Hi Nichola,

Thank you for your 4-star review! We're glad you found our pricing competitive and the sign-up process easy. We're also pleased that our team was available to help explain the finance agreement and provide the support you needed. We appreciate your feedback and look forward to serving you.

Kind regards,
Nazeera.

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11. juni 2026

Good morning,

Thank you for your review.

We can confirm that the only contact number that has changed is the claims telephone line. This was confirmed within the letters and policy wording sent to you by email on 21 November 2025.

If you need to contact us about your policy, our customer service team remains available on the contact details provided in your policy documentation.

Kind regards,
Team HEA

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9. juni 2026

Good Morning Mr Pal,

We're sorry to hear you're disappointed with the outcome of your claim.

When a policy is purchased online, customers are required to review and accept the policy terms and conditions before proceeding. As outlined within the policy documentation, proof of purchase may be required when making a claim for an appliance.

In this case, we requested proof of purchase in line with the policy terms. Unfortunately, as this documentation could not be provided, we were unable to progress the claim.

We appreciate that this may be frustrating, however we must apply the policy terms consistently to all customers. If you would like us to review the matter further, please contact our customer service team directly.

Kind Regards,
Customer Relations.

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8. juni 2026

Hi Gary,

Thank you for taking the time to leave a review.

We're delighted to hear that your engineer arrived within the timeframe provided and that you found them friendly and polite. We pride ourselves on delivering a professional and reliable service, so it's great to know that this was reflected during your visit.

We appreciate your feedback and thank you for choosing us.


Kind regards,
Nazeera.

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8. juni 2026

Hi June,

Thank you for taking the time to leave a review.

We're pleased to hear that your engineer was helpful and took the time to answer all of your questions. Providing clear advice and excellent customer service is important to us, so it's great to know that you had a positive experience during your visit.

We appreciate your feedback and thank you for choosing us.

Kind regards,
Nazeera.

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8. juni 2026

Good Morning,

Thank you for taking the time to leave your feedback. We're sorry to hear that you've decided not to renew your policy and that you were disappointed with your recent experience.

We would like to clarify that the excess applicable to appliance claims is based on the age of the appliance and is detailed within the policy terms and conditions. Renewal documents are issued each year and contain important information regarding cover, pricing, excesses, and any changes that may apply at renewal. For this reason, we always encourage customers to review their renewal documentation carefully before renewing their policy.

We also appreciate your comments regarding the cancellation fee. This charge is outlined within the policy terms and reflects the administration costs associated with cancelling a policy outside of the renewal period.

We are disappointed to hear that you found the claims process slow and inconvenient. We understand how important household appliances are and appreciate that delays can be frustrating when a repair is needed urgently. Your comments have been noted and will be shared with the relevant teams as part of our ongoing efforts to improve the service we provide.

Thank you for being a customer for over three years, and we wish you all the best for the future.

Kind Regards,
Customer Realtions.

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8. juni 2026

Hi Peter,

Thank you for your feedback. We are sorry for the inconvenience and frustration caused by the lack of follow-up communication.

We are pleased to hear that you found our engineer polite, tidy, and efficient during the visit. During the boiler service, the engineer identified that the flue cap insulation was perishing and correctly noted this as remedial work requiring attention.

As this issue was identified during a routine service, it falls outside the scope of your policy cover. Any remedial works identified at the point of a service are excluded from the policy and would need to be arranged and paid for privately.

We apologize if this was not made clear at the time and for any difficulty you experienced when trying to contact the relevant party. We appreciate your feedback and will use it to improve our communication processes going forward.

Kind regards,
Nazeera.

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4. juni 2026

Hi Melvin,

Thank you for your review! We're glad you found the selection process easy and enjoyed our "best apple with apples" quote. We appreciate your feedback and hope to see you again soon!

Kind regards,
Nazeera.

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Oppdatert: 9. juni 2026

Thank you for your feedback.

We are sorry to hear that your experience did not meet your expectations.

Having reviewed the calls, we agree that during one of your conversations with our team the mandatory £50 excess applicable to appliances over 6 years old was not fully explained when discussing excesses and charges. We understand how this could have caused confusion, particularly as you had specifically asked questions about additional costs before proceeding.

As part of the online application process, customers are required to confirm that they understand appliances over 6 years old are subject to a £50 compulsory excess, and this information is also included within the policy documentation issued after purchase. However, we appreciate that this does not change the fact that the information should have been clearly reinforced when you raised the question directly with our adviser.

We have shared your feedback with the relevant team to help improve our customer communications going forward. We understand that you have since cancelled the policy and apologise for the frustration this experience has caused.

Kind Regards,
Customer Relations.

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4. juni 2026

Hi Elaine,

Thank you for your kind feedback! We're pleased to hear that our engineer was efficient, courteous, and helpful. Your appreciation means a lot to us, and we look forward to assisting you again in the future.

Kind regards,
Nazeera.

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4. juni 2026

Hi Peter,

Thank you for your wonderful feedback! We're delighted to hear that the engineer was friendly, helpful, and efficient during your experience. We appreciate your kind words and look forward to assisting you again whenever needed.

Kind regards,
Nazeera.