The company that came to visit me was Arvo based in Poole. They came about 30 minutes after contacting me and did a thorough job of unblocking my toilet. There were several things wrong and it was goi... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
Great price! Cheaper than competitors. Obviously just bought the appliance cover, so not had to claim yet - that will be the proof. My only slight criticism is that I wasn't made aware of the Compu... See more
Company replied
The engineer was delayed and came later than expected, not an issue as working from home and I had been informed of this. Engineer very polite, professional, annd quick. Cleaned up the little mess whi... See more
Company replied
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,... See more
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Company details
About HEA
Written by the company
Save 20% on home emergency cover and 10% on appliance cover today.
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 QuoteContact info
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, United Kingdom
- marketing@homeemergencyassist.com
- homeemergencyassist.com
4.0
Great
12K reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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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 May 2026
Reply from 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 May 2026
Reply from 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 May 2026
Reply from 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 May 2026
Reply from 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
Reply from 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 May 2026
Reply from 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.
Reply from HEA
Hi William,
Thank you so much for the 5-star review! We’re delighted to hear you were happy with the service and that the repair was completed quickly. We really appreciate your kind words and support, and we look forward to helping you again in the future!
Kind regards,
Nazeera.
Boiler Service
Engineer was prompt, courteous and easy to talk to. It all made for a pleasant experience.
5 May 2026
Reply from HEA
Hi Dawn,
Thank you for your wonderful feedback! We’re delighted to hear that the engineer was prompt, courteous, and easy to talk to. Providing a smooth and pleasant experience is always our goal, and we truly appreciate you taking the time to share your experience with us.
Kind regards,
Nazeera.
Good Company
Good prices, good website with easy access , pleasant staff only one point for development, customer contact! My boiler service was due and I hadn’t heard anything so rang up and was told it was due the next day! HEA arranged a call with sub contractor and they rang me and came the next day!
I then didn’t receive a copy of the boiler report and had to ring to ask for it to be e mailed, which it was immediately! I believe the problems are as a result of the rebranding and new computer installation so am hoping for better communication in the future!
5 May 2026
Reply from HEA
Hi Angie,
We’re really pleased to hear that you found our pricing competitive, our website easy to use, and our staff pleasant and helpful. We also appreciate you highlighting the areas where we can improve.
We apologise for the lack of communication around your boiler service appointment and the delay in sending your service report. While we’re glad the team was able to arrange the appointment quickly and provide the report promptly once requested, we understand the inconvenience this caused.
As you mentioned, we have recently undergone a rebrand and implemented new systems, and we recognise there have been some temporary challenges during this transition. Your feedback is extremely valuable and will help us improve our customer communication going forward.
Thank you again for taking the time to leave a balanced and constructive review, we truly appreciate it and look forward to providing you with an even better experience in future.
Kind regards,
Nazeera.
Great price
Great price! Cheaper than competitors. Obviously just bought the appliance cover, so not had to claim yet - that will be the proof.
My only slight criticism is that I wasn't made aware of the Compulsory excess until after I had bought the product. Maybe I missed it, but it should be a little more obvious.
5 May 2026
Reply from HEA
Hi Gregg,
Thank you for your review and for choosing us for your appliance cover.
We’re delighted to hear that you found our pricing competitive and better value compared to other providers.
We also appreciate your honest feedback regarding the compulsory excess. Transparency is very important to us, and we’re sorry if this was not made clear enough during the sign-up process. Your comments are valuable and will be shared with the relevant team as we continue working to improve the customer journey and make key policy information more visible.
Thank you again for your feedback, and we hope to provide you with a great experience should you ever need to use the cover.
Kind regards,
Nazeera.
Reply from HEA
Hi Nicholas,
We’re pleased to hear the job was completed quickly and efficiently with no fuss. Our team always aims to provide a smooth and hassle-free service, so it’s great to know that came across.
We really appreciate your support!
Kind regards,
Nazeera.
The three p's
The three p's. punctual, professional and polite.
Can't say fairer than that. Good man
5 May 2026
Reply from HEA
Hi Alan,
Thank you for the fantastic review!
We love the “three P’s” punctual, professional, and polite — and we’re so pleased to hear that this was reflected in your experience with us.
Your kind words are greatly appreciated, and we’ll be sure to pass the feedback on to the engineer. Thanks again for your support!
Kind regards,
Nazeera.
Good contract and price but poor service.
I had a gas boiler service due in March as part of my contract. I was on holiday in the March so they said they would ring me back to arrange a date and time. Nobody called back and i then has 5 follow up calls chasing them on this over a period of almost 2 months. Promises of calls and action came to nothing. I then raised a formal complaint and within a few days, my boiler was serviced. Apparently, I did not qualify for compensation. I will not be renewing my contract when it expires.
5 May 2026
Reply from HEA
Dear Mr Flaherty,
Thank you for taking the time to leave your feedback.
We are sorry to hear about your experience arranging your annual boiler service. As outlined in our final response, we appreciate the frustration caused by the delays and the need for you to make several follow-up calls after expected callbacks were not received.
We acknowledge that the level of service you received fell below the standard we aim to provide, and we understand your disappointment that the matter was only resolved after a formal complaint was raised. Following our intervention, your boiler service was completed within your current period of cover, and your feedback has been shared with the relevant service partner to help prevent similar issues in future.
We are sorry that this experience has affected your confidence in our service and regret your decision not to renew your contract.
Kind regards,
Customer Relations.
Yearly Service
Just had our yearly Service on our LPG Boiler. Engineer gave approx time of arrival and was spot on.
Very friendly, polite and professional as usual.
Great service from a trusted, reliable company.
5 May 2026
Reply from HEA
Hi Neil,
Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you were happy with your annual LPG boiler service and that our engineer arrived on time and delivered the friendly, professional service you’ve come to expect from us.
Your continued trust and support mean a great deal to us, and we’re pleased to know you consider us a reliable company. We look forward to assisting you again in the future!
Kind regards,
Nazeera.
Your help and advice was great when I…
Your help and advice was great when I wanted to take out a policy with yourselves.
1 May 2026
Reply from HEA
Hi Anthony,
Thank you for your kind words and for taking the time to leave a review. We’re really glad to hear that you found our help and advice useful when setting up your policy.
If you ever have any questions or need further support, please don’t hesitate to get in touch—we’re always here to help.
Kind regards,
Nazeera.
Reply from HEA
Hi John,
Thank you for your kind words! We’re glad you found our pricing competitive and our communication helpful. We appreciate your support and look forward to assisting you again.
Kind regards,
Nazeera.
I had an issue with leaking pipe from…
I had an issue with leaking pipe from shower, they sent someone to come and later claimed several reasons not to repair the issue with many back and forth emails and inconsistency along the way, including sending different policy documents from original ones received at renewal. I've taken the complaint to the Ombudsman for a full investigation
14 April 2026
Unprompted review
Reply from HEA
Good afternoon,
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration.
Following a full review, we found that while there was clear evidence of a leak, the exact cause could not be identified without further investigative work. As this type of work falls under “tracing,” which is excluded under the policy, the claim decision remains unchanged.
That said, we do recognise that our communication during the process was not as clear or consistent as it should have been, and for that we sincerely apologise. To acknowledge this, we have offered a £100 goodwill gesture.
We understand you have chosen to refer the matter to the Financial Ombudsman Service, and we will of course fully cooperate with their investigation.
Kind regards,
Customer Relations.
Very pleased
Very pleased, the engineer was pleasant & checked everything , also left all clean and tidy.
20 April 2026
Reply from HEA
Hi Carol,
Thank you for the lovely feedback! We're so pleased to hear you were happy with the service. It’s great to know our engineer made a positive impression and left everything clean and tidy. We really appreciate your support and look forward to helping you again in the future!
Kind regards,
Nazeera.
Just a very good all round experience…
Just a very good all round experience underlined with good value.
26 April 2026
Reply from HEA
Hi Jonathan,
Thanks so much for the great feedback! We're really happy to hear you had such a good all-round experience and found value in what we offer. We appreciate your support.
Kind regards,
Nazeera.
Good service better than homserve if…
Good service better than homserve if proves are kept the same
16 April 2026
Reply from HEA
Hi Fathima,
Thanks for your feedback! We're glad to hear you had a good experience with our service. We’ll definitely keep working hard to maintain our pricing and deliver the same great value going forward. We appreciate your support and hope to assist you again soon!
Kind regards,
Nazeera.
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