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
Company replied
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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Replied to 100% of negative reviews
Typically replies within 1 week
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This is one of the worst company ever
This is one of the worst company ever. Do not use this company. I joined last year gave me good price , unlimited call out charges. 1 year renewal was automatic and they put £60 access as I did one call out but never claimed so it’s plenty for that 1 call out even though I didn’t claim it’s still a claim. Premium nearly doubled. Absolute nightmare company. Biggest mistake I did to move from British Gas to them.
23 April 2026
Unprompted review
Reply from HEA
Good Afternoon Mrs Nackvi,
Thank you for your feedback. We’re sorry to hear that you feel dissatisfied with your recent renewal experience.
We’d like to clarify that renewal terms, including premium changes and any applicable excess, are reviewed each year and can vary based on factors such as introductory discounts, previous claims history, and wider market conditions. In your case, the initial price included a significant introductory discount which no longer applied at renewal.
We also sent a renewal invitation in advance, which outlined the updated terms, giving you the opportunity to review or make changes before the policy renewed.
We appreciate that you raised your concerns with us directly, and we’re pleased we were able to reach a resolution by removing the excess, applying a loyalty discount, and agreeing a revised premium that you were happy to proceed with. We also ensured auto-renewal was switched off in line with your request.
We’re always happy to review policies and discuss options to suit individual needs, and we’re glad we could find a suitable outcome in this instance.
If there’s anything further you’d like to discuss, please don’t hesitate to contact our team.
Kind Regards,
Customer Relations.
The person I spoke with was lovely
The person I spoke with was lovely
Very helpful and good explanation of different packages
21 April 2026
Reply from HEA
Hi Kathryn,
Thank you for your lovely feedback.
We’re so pleased to hear that you had a positive experience and that everything was explained clearly. Providing helpful and easy-to-understand information is really important to us.
If there’s anything else you need, please don’t hesitate to get in touch—we’re always happy to help.
Kind regards,
Nazeera.
Excellent boiler service
20 April 2026
Reply from HEA
Hi Mahendra,
Thanks so much for your feedback! It’s great to hear your boiler service went well. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Courtesy and prompt service a
20 April 2026
Reply from HEA
Hi Shane,
Thank you for your kind words! We’re really pleased to hear you found our service both courteous and prompt.
Kind regards,
Nazeera.
This company is not even worth a rating…
This company is not even worth a rating but I cannot go lower than 1 star. I bought the highest insurance cover (supercharged complete cover) with this company on the 1st Oct. 2025 paying £297. Today I made the first claim due to my kitchen sink was blocked. They sent in a very young engineer, who admitted himself he is not a qualified drainage engineer. The engineer spent 5 minutes altogether,sucking out the water in the sink with a Wetvac, but the issue was not resolved and said it needs drainage engineer to be in. However, he reported back that he suspected the issue of the blockage is oil and fat caused. Now hea customer support saying to me that as the engineer reported it was oil and fat it is a maintenance issue and I am not covered. That is scandalous as in a kitchen sink, what else do you expect to drain if not some oil and fat from washing up dishes. secondly, the engineer they sent in was not qualified drainage engineer and has not looked anything inside the drainage system, how can his assumed opinion be used as the final diagnosis and conclusion? I will have to take this to FCA for complaint and possibly further if I have to. Lesson to existing and prospective customers: Be aware of what you are paying for with this company and stay clear!
19 April 2026
Unprompted review
Reply from HEA
Dear Dr Yuan,
Thank you for your feedback. We’re sorry for the experience you had when making your claim.
Following a full review of your case, we identified that a drainage specialist was not initially assigned, which meant the cause of the blockage was not properly established before the claim decision was made. As a result, the claim was incorrectly declined at that stage.
We have upheld your complaint and arranged a full reimbursement of £195 for the independent drainage work you arranged. Our team will be in touch to finalise the payment.
We appreciate you bringing this to our attention, as it has helped us address an issue in our process.
Kind Regards,
Customer Relations.
The plumber Andy was highly…
The plumber Andy was highly professional and tidy. The plumbing repair was a difficult one but Andy was tenacious in fixing the issue and done a great job
17 April 2026
Unprompted review
Reply from HEA
Hi,
Thank you for taking the time to share your experience.
We’re really pleased to hear that Andy provided such a professional and tidy service. It’s great to know he showed persistence in tackling a challenging repair and was able to get everything sorted to a high standard.
Kind regards,
Nazeera.
Renewal of insurance with patient agent
I've been using this services for many years now just renewed my policy today .l spoke to delightful agent Mark I'm not very good with my hearing having him repeat himself numerous times extremely patient many thanks Mark.
17 April 2026
Unprompted review
Reply from HEA
Hi Charles,
Thank you so much for your kind words and for your continued support over the years.
We’re delighted to hear that your recent renewal experience went smoothly and that Mark was able to assist you with such patience and care. We understand how important clear communication is, and it’s wonderful to know he took the time to ensure everything was fully understood.
We’ll be sure to pass your feedback on to Mark, it will mean a lot to him.
Kind regards,
Nazeera.
I have been in touch with customer…
I have been in touch with customer services.The so called service comprises of a few safety checks only,taking around just ten minutes!The engineer told me he was not allowed to open up the boiler cover and that he did not do a service,reconfirmed on his report he left with me and which your customer service has since confirmed as received.The contract clearly shows that a boiler service is due at a cost of £90 so that either this should be honoured or the cost rebates as I have requested on 31 March!.The engineer did say a number of customers he had visited were equally unimpressed. I suggest you need to change your contact terms of you do not intend to properly service boilers configure as this should be carried potentially addition to any other safety checks.
15 April 2026
Reply from HEA
Good morning Mr Mattinson,
Thank you for your feedback. We’re sorry to hear you were disappointed with your service.
As outlined in our terms and conditions, the annual boiler service included in your plan is a safety and performance check, not a full strip-down service. During the visit, the engineer carries out a range of checks (such as gas pressure, flue, safety devices, and combustion performance) to ensure the boiler is operating safely and efficiently.
This type of service does not require removing the boiler casing unless necessary, and any additional repairs or maintenance fall outside the scope of the service.
We appreciate your comments and are sorry if expectations differed. Please contact our customer service team if you’d like us to review this further.
Kind Regards,
Customer Relations.
On time got a phone call before hand to…
On time got a phone call before hand to say how long they would be . Very polite and cleaned up afterwards
7 April 2026
Reply from HEA
Hi Heather,
Thank you for your positive feedback. We’re really pleased to hear that you were kept informed ahead of the visit, and that the engineer was polite and left everything clean and tidy. We’ll be sure to pass your kind comments on to the team.
Kind regards,
Nazeera.
Reply from HEA
Hi Rita,
Thank you for your feedback! I’m glad to hear you found the communication clear, efficient, and helpful. We always aim to keep things simple, knowledgeable, and polite—really appreciate you taking the time to share this.
Kind regards,
Nazeera.
The engineer was very good and helpful.
7 April 2026
Reply from HEA
Hi Nilgun,
Thank you for your kind feedback. We’re pleased to hear that the engineer was very helpful and provided a great service. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Reply from HEA
Hi Paul,
Thank you for your kind review! It’s great to hear our engineer delivered efficient service and completed everything on time. We truly appreciate your feedback and support.
Kind regards,
Nazeera.
Steer clear useless
I'm a vulnerable person with a 10 yr old daughter and wife, me and my daughter are vulnerable. They are aware of this it's on my record. We've been with them a few years never a need to use. Rang them a few wks ago because the boiler is making a funny noise it's only 5yrs old and told as heating is working it's fine on the phone. Were told not to worry claims are 24/7 yeah right. We sat up till 3am awaiting a call from an engineer as told by the emergency helpline. Noone got in touch. We rang back this morning, paid our excess which for some reason wasn't requested last night. Again got an apology and told they will look into and get someone to get in touch that was 930 this morning. It's 6pm and still nothing been back in touch same said again and an apology which sorts nothing. Not even an acknowledgement which would of gone a long way by the engineer. So I'm sat in a freezing cold house awaiting 2 operations my daught waiting on one, I'm on crutches with several disabilities left to struggle with noone giving a damn. You know how good a company is when your in this situation and they are dire. If I cancelled my direct debit they'd be in touch quicker. I dunno what's gunna go on. I very much doubt they even care other than money but I won't be making the same mistake a year steer clear because they are rubbish. I'm patient and I don't expect to click my fingers and something to be done. More engineers should be on hand and an acknowledgement call is literally two minutes. 😡. Just read the reply and it's the first I've heard from it however am grateful of how you have dealt with that so thank you for the refund. I haven't received as I write this but I'm sure you will be in touch. Thank you for dealing with so fast and putting a bit of trust back there again.
5 April 2026
Unprompted review
Reply from HEA
Good afternoon,
Thank you for your feedback, and we are very sorry to hear about your experience.
We fully recognise the impact this situation has had, particularly given your circumstances, and we sincerely apologise for the delay in attendance and the lack of communication you received.
Following your complaint, we carried out a full investigation and have upheld your concerns. To resolve this, we have refunded the £95 excess paid as a gesture of goodwill, and have taken steps internally to address the service issues identified, including contractor responsiveness and support for vulnerable customers.
We understand this fell below the standard of service you should expect from us, and we are truly sorry for the distress and inconvenience caused.
If you would like to discuss this further, please contact us directly and we will be happy to assist.
Kind regards,
Customer Relations
Renewal was easy and still got a good…
Renewal was easy and still got a good deal
1 April 2026
Unprompted review
Reply from HEA
Hi Brenda,
Thank you for your feedback! We’re pleased to hear your renewal process was smooth and that you were able to secure a great deal. We appreciate your continued support!
Kind regards,
Nazeera.
trusty work people.quick very polite…
trusty work people.quick very polite did the job in no time very satisfactory.
27 March 2026
Reply from HEA
Hi Kenneth,
Thank you for your wonderful feedback! We’re delighted to hear that you found our team quick, polite, and efficient. It’s great to know the job was completed to your satisfaction—we truly appreciate your support!
Kind regards,
Nazeera.
Reply from HEA
Hi Michael,
Thank you for your kind feedback! We’re glad to hear you found our service punctual, polite, and efficient—your support means a lot to us.
Kind regards,
Nazeera.
The gas engineer came in the morning to…
The gas engineer came in the morning to carry out the service on the boiler , very professional, and detailed , and very cautious in his work, he informed us that the boiler was in great condition, and there was no need for us to worry about the boiler.
20 March 2026
Reply from HEA
Hi Charles,
Thanks for your lovely feedback! We’re really glad to hear the engineer provided a professional and thorough service, and that everything with your boiler is in great condition. It’s always nice to have that peace of mind 😊 We’ll be sure to pass your comments on!
Kind regards,
Nazeera.
Surprised to see our policy renewed and…
Surprised to see our policy renewed and money taken despite having policy auto renewal set to “NOT AUTO RENEW “ have decided to keep policy but will be watching next year to check it doesn’t automatically renew again
28 March 2026
Unprompted review
Reply from HEA
Good Morning Mark,
Thank you for your feedback.
We understand your concern regarding the renewal of your policy. We do have a process in place for customers who have opted out of auto-renewal, which prevents the policy from renewing automatically.
By default, our policies are set to renew automatically unless the auto-renewal option has been deselected. If this setting remains active, the policy will follow the standard renewal process. We also send renewal notifications approximately 26 days prior to the renewal date to ensure customers have plenty of notice and time to make any changes.
We appreciate you choosing to continue your policy with us, and we will of course be happy to assist if you would like us to review or confirm your auto-renewal preferences for next year.
Kind Regards,
Customer Relations.
Not the best engineer
The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display
20 March 2026
Reply from HEA
Hi Gladys,
Thanks for your feedback, and we’re really sorry for the inconvenience caused.
We’ve looked into this with the engineer’s company, and there were no issues noted on their end. However, we understand from speaking with you that the boiler had been switched off and you had to turn it back on the following morning when you noticed there was no hot water.
We appreciate you bringing this to our attention and apologise again for the disruption. Your feedback is really important to us, and we’ll make sure this is followed up internally to help prevent this happening again.
Kind regards,
Nazeera.
Professional,efficient friendly engineer
I was kept fully informed of the arrival time of the engineer by phone when there was a very slight delay due to traffic conditions.
The engineer was friendly, respectful, thorough and efficient. He did far more checks than the engineer who came last time, even checking my LPG canisters and pipes outside, giving advice on wear and tear of pipes
20 March 2026
Reply from HEA
Hi Avril,
Thanks so much for taking the time to share your experience! We’re really pleased to hear you were kept well informed and that the engineer provided such a thorough and professional service. It’s great to know they went the extra mile with additional checks and helpful advice too. We’ll be sure to pass on your kind feedback
Kind regards,
Nazeera.
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