Boiler not working and there was no hot water for 2 days.I contacted HEA who arranged for boiler engineer to visit.He could not find any obvious fault.He carried out annual boiler service as well.His... Vis mer
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The service provided by the customer service agent Emma was really good . We were able to reorganise my policy to suit my revised needs at a competitive premium
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The engineer was very pleasant and polite, very respectful of property and left everything tidy. We were phoned late in the day to give us an approximate time for arrival which was 5.00pm. However,... Vis mer
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Happy to see another company offering water pipe insurance. Very competitive in price. Website easy to use and insurance terms set out in a clear and concise format, so you can compare policies. I hop... Vis mer
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Informasjon om virksomheten
Om HEA
Skrevet av virksomheten
HEA helps keep your home running - whatever goes wrong. From boiler breakdowns and heating issues to plumbing, drainage and electrical faults, our home emergency cover is designed to get things sorted fast, without the unexpected costs.
We also cover over 30 of your everyday household appliances - from washing machines and ovens to vacuum cleaners, coffee machines and more. So whether it’s a sudden breakdown or accidental damage, you’re not left footing the bill.
Fast, reliable help when you need it most. That’s why thousands of UK homeowners trust HEA for affordable, hassle-free cover and real peace of mind.
Get a QuoteKontaktopplysninger
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Storbritannia
- marketing@homeemergencyassist.com
- homeemergencyassist.com
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Very good professional service.
15. mai 2026
Svar fra HEA
Hi Usma,
Thank you for the 5-star review! We’re pleased to hear you were happy with the professional service provided. We really appreciate your feedback!
Kind regards,
Nazeera.
Buyer beware
This relates to the boiler servicing company employed by HEA although I found HEA. easy to deal with they were not in any way sympathetic when I complained about their sub contractor.
For the second consecutive year this boiler service company has failed in its obligations and for the second year in a row I've had to engage an independent engineer to rectify problems. Last year they told me everything was fine only to find they had failed the boiler on a technicality and I was uninsured. This year the boiler broke down the day after it was serviced. They sent another engineer who said it wasn’t their fault just unlucky. Maybe it was just a huge coincidence. I got an independent engineer to fix it who said in his opinion the problem was caused by the service engineer using a shortcut to drain the system and damaging a valve in the process. It’s worth noting the servicing company wanted over £200 to replace a £20 part. I complained to the insurer without success.
This was a week ago and I still haven’t seen a service report but again the first engineer told me everything wasOK
6. mai 2026
Svar fra HEA
Good Morning,
We are sorry to hear you remain dissatisfied following your recent experience. We appreciate the frustration caused by your boiler breakdown occurring shortly after the service visit.
Following a full investigation and review of the engineer findings, we were unable to identify evidence that the service itself caused the faults reported. Our records also showed that pressure-related concerns had been ongoing prior to the breakdown, and the faults identified were found to be consistent with existing system deterioration rather than service-related damage.
We understand this was not the outcome you were hoping for, however we did ensure the matter was reviewed thoroughly and that attendance was prioritised appropriately due to the vulnerabilities raised at the time.
Thank you for taking the time to provide your feedback.
Kind Regards,
Customer Realtions.
Svar fra HEA
Hi Cheryl,
Thank you for the 5-star review! We’re glad you were happy with our quick and efficient service. Your support is greatly appreciated!
Kind regards,
Nazeera.
A friendly knowledgeable guy
A friendly knowledgeable guy, carried out the service then run us through the boiler condition. We were very happy the service.
5. mai 2026
Svar fra HEA
Hi Barbara,
We’re so pleased to hear you were happy with the service and that our engineer was friendly, knowledgeable, and took the time to explain the boiler’s condition. We really appreciate your feedback!
Kind regards,
Nazeera.
Professional approach from engineer
11. mai 2026
Svar fra HEA
Hi Clive,
Thank you for the 5-star review! We’re glad our engineer’s professional approach made a great impression. We appreciate your support!
Kind regards,
Nazeera.
Where do I start
Where do I start. Absolutely disgusted, we was told that we would be informed the day before the plumber arrived, and was told we would be able to agree a time that was convenient for both of us, this was in fact not the case, he call on the day (we hadn't even been told what day he was coming) that he was 20 minutes away. when he arrived we explain the issues we had been having and he looked at the toilet system and said that it would be a big job making it very clear by the tone of his voice that he did not want to do the job. he then made some phone calls and then came back to check we only have one toilet. when I said yes he said he needed to make another call. he then came back in saying he needed to go and collect parts, he also confirmed that we had a leak in the waste pipe. I asked politely how long he would be as I had an appointment (that I wasn't giving notice that I was going to have to possibly reschedule) at 12. he then went and get the parts. upon his re arrival he parked his van across 3 bays in our very small private car park which lead to the neighbours complaining at us. my daughter politely asked him if he could move his van so that he wasn't blocking the car park and he ignored her. she then politely asked a 2nd time and was met with a reluctant grunt and then him pushing past her to get out the door as he finally went to move his van. I was told that the toilet would need gluing back to the wall and resealing but he said that it was not his job, can someone please confirm if this is something that he should have done. I did end up having to cancel my appointment which I was not impressed about. he asked at one point if I had any spare screws laying about that he could use as when he removed the system from the wall the screw was rusty and he could not refit it to the wall (I thought he would have had his own screws). I was asked where that stopcock was so I emptied all of the kitchen cupboards to find it which took about 20 minutes to then only find out I didn't need to do any of that and he just didn't bother to tell me as he ended up turning the water off from outside. Lastly, I saw a cloth on the floor that I assumed was his, how very wrong I was. it was my 100% Egyptian cotton new towel THAT HAD BEEN IUSED TO MOP UP THE WASTE WATER FROM THE TOLILET! I an absolutely disgusted at what happened throughout the day, safe to say that next year I will be using a different insurance provider.
11. mai 2026
Svar fra HEA
Good Morning Alison,
We are very sorry to hear about your experience and appreciate you taking the time to bring these concerns to our attention.
Following a full investigation into your complaint, we acknowledge that aspects of the service you received fell below the standards we expect, particularly in relation to communication, professionalism, and the overall customer experience during the attendance.
While we are pleased the plumbing repairs were completed successfully and the issue was resolved, we fully recognise the frustration and inconvenience caused throughout the process. Please accept our sincere apologies for this.
Your feedback has been taken extremely seriously and has been formally addressed with the contractor involved to reinforce our expectations around customer care, communication, professionalism, and housekeeping standards when attending customers’ homes.
We value all customer feedback as it helps us improve our service, and we are sorry that on this occasion we did not deliver the level of service you were entitled to expect.
Kind Regards,
Customer Relations.
Excellent Service
Excellent Service
We had a blocked drain
We were dealt with professionally and swiftly
The drain was cleared same day. The engineer was friendly and sorted it quickly
11. mai 2026
Svar fra HEA
Hi Paul,
Thank you for your wonderful feedback! We’re really pleased we could help quickly with your blocked drain and get it cleared the same day. It’s great to hear our engineer provided friendly, professional service and resolved the issue swiftly. We truly appreciate your kind words!
Kind regards,
Nazeera.
He was a lovely lad
He was a lovely lad, on time, professional and left me very reassured about my boiler health
5. mai 2026
Svar fra HEA
Hi Jayne,
Thank you for your kind review! We’re delighted to hear our engineer was punctual, professional, and left you feeling reassured about your boiler’s condition. Your feedback means a lot to us, and we really appreciate you taking the time to share it.
Kind regards,
Nazeera.
Pre phone call about arrival time and…
Pre phone call about arrival time and arrived on time. Very friendly and helpful also efficient. Pleased with the service given.
5. mai 2026
Svar fra HEA
Hi Lynda,
Thank you for your lovely feedback! We’re glad to hear you were kept informed with a pre-arrival call and that our team arrived on time. It’s great to know the service was friendly, helpful, and efficient. We really appreciate your kind words and are pleased you were happy with the service!
Kind regards,
Nazeera.
Svar fra HEA
Hi Alan,
Thank you so much for your wonderful feedback! We’re thrilled to hear you found the service excellent, friendly, fast, and knowledgeable. Your kind words mean a great deal to us, and we really appreciate your support!
Kind regards,
Nazeera.
Your engineer arrived on time
Your engineer arrived on time, was efficient and friendly and completed the job in good time.
11. mai 2026
Svar fra HEA
Hi Maureen,
Thank you for your kind feedback! We’re delighted to hear our engineer arrived on time, provided friendly and efficient service, and completed the job promptly. Your support is greatly appreciated, and we’re pleased we could help!
Kind regards,
Nazeera.
Engineer thinks he’s sorted the…
Engineer thinks he’s sorted the problem—-if not it’s a bigger job -got to wait and see
11. mai 2026
Svar fra HEA
Hi Lucy,
Thank you for your feedback. We’re glad the engineer has attended and carried out the initial work. Hopefully the issue is now fully resolved, but if you do experience any further problems or would like us to review the situation in more detail, please don’t hesitate to contact our complaints team at complaints@homeemergencyassist.com
and we’ll be happy to help.
Kind regards,
Nazeera.
Phone answer quickly
Phone answer quickly. Excess paid over the phone and contractor phoned an hour or so later. They came round next morning and unblocked our drains.
11. mai 2026
Svar fra HEA
Hi Clive,
Thank you for your great feedback! We’re pleased to hear your call was answered quickly, everything was handled smoothly, and the contractor was able to attend promptly to unblock your drains. We really appreciate your kind words and are glad we could help!
Kind regards,
Nazeera.
Svar fra HEA
Hi Alan,
Thank you for your lovely review! We’re so pleased to hear you found our service helpful, quick, and excellent. Your kind words and support mean a lot to us!
Kind regards,
Nazeera.
Within 3 hours of making a claim a…
Within 3 hours of making a claim a Plumber was at my home and completed the job very quickly. Excellent service
11. mai 2026
Svar fra HEA
Hi Alan,
Thank you for your fantastic feedback! We’re delighted to hear that a plumber was able to attend within just a few hours and complete the job quickly for you. Providing fast, efficient service is what we aim for, so it’s great to know we delivered. We really appreciate your support!
Kind regards,
Nazeera.
Emergency help given over the Easter…
Emergency help given over the Easter weekend. All courtesies extended. Rapid response.
11. mai 2026
Svar fra HEA
Hi Roger,
Thank you for your kind review! We’re so pleased we could provide emergency assistance over the Easter weekend and that you experienced a rapid response along with courteous service throughout. Your recommendation and support are greatly appreciated!
Kind regards,
Nazeera.
If he had open the drain next to the…
If he had open the drain next to the one he did open he would have seen the blockage and it was on private ground and just required a gentle push .Tne water board did it for me
and did not charge me
11. mai 2026
Svar fra HEA
Hi Dietlinde,
Thank you for your feedback. We’re sorry to hear you’re disappointed with how the issue was handled.
If you would like us to look into this further and review the engineer’s findings, please feel free to email our complaints team at complaints@homeemergencyassist.com
and they will be happy to investigate for you.
We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Dealt with our claim very quickly
Dealt with our claim very quickly, efficiently and staff were friendly. The plumber turned up on time and dealt with the problem speedily. We were very happy with the outcome. Many thanks
11. mai 2026
Svar fra HEA
Hi Karen,
Thank you for your wonderful feedback! We’re delighted to hear your claim was handled quickly and efficiently, and that our team and plumber provided friendly, punctual service. It’s great to know you were happy with the outcome. We really appreciate your kind words and your support.
Kind regards,
Nazeera.
Super quick response even though on
Super quick response even though on. Sunday and not an emergency. Friendly and professional engineer, couldn’t have been nicer or more helpful. Excellent service all round, highly recommended.
19. april 2026
Svar fra HEA
Hi Rachel,
Thank you so much for your fantastic review and recommendation! We’re really pleased we could help so quickly, even on a Sunday. It’s great to hear our engineer was friendly, professional, and helpful throughout. Your kind words mean a lot to us, and we truly appreciate your support!
Kind regards,
Nazeera.
Excellent service
11. mai 2026
Svar fra HEA
Hi Alan,
Thank you for your wonderful feedback! We’re so pleased to hear you received excellent service. Your support means a lot to us, and we look forward to assisting you again in the future!
Kind regards,
Nazeera.
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