Review Time
Great communication.
Policy automatically renewed.
Was contacted straight after renewal regarding my annual service. Very sensibly, they do annual services in the spring and summer to keep availability in autumn and winter for breakdowns in the busiest time of year.
Well done
We have had several gas boiler issues recently and on both occasions Hometree dealt with the problems efficiently . We were kept in touch at all times with the process of diagnosis and repairs of the circuit boards and controller required. We are very impressed with the company and the quality of the staff over the telephone and the engineers who attended our home,
Thank you Hometree.
Erin was very helpful when i queried the increase in our renewal, she checked our records and confirmed that we did have one callout last year which I'd completely forgotten. the icing on the cake was when she discounted our new monthly cost by 10%.
Excellent customer service.
Been with Hometree a couple of years now and always found them very efficient and truly bothered. Had to make a call out last year when my heating failed and that was handled very well. In fact I recommended them to my sister-in-law who is just as happy. Today I got my renewal which was quite a jump from last years price so naturally I compared some meerkats etc and did find better pricing. However, I believe in giving good suppliers a chance to see if they can improve their pricing before i switch and so called them up. After a very short wait I spoke to Bertie, a most helpful guy who did some checking and came up with a revised offer that was very acceptable. So very happy to renew for another year, well done Hometree and thanks Bertie!
Hometree are very efficient, I called them for a repair, and the boiler was fixed the following day. I had a choice of dates and times for the engineer to call. The engineer was a Ryan Gibbons, a local engineer who was very courteous and did not take long to sort the problem. He also give me some good advice. I would thoroughly recommend him to anyone.
We’ve used Hometree for a few years now after being lured in by cheaper prices than our previous British Gas plan. Setup and account management itself is easy, no issues at all. It’s the claims process, what it’s there for, is a hassle. We had an issue a few years ago regarding Hometree taking a while to come out to fix our boiler due to limited engineers in our area (Cumbria), however, this was resolved. Within the last week, we have no hot water and due to my son’s medical condition this is high risk for us. Initially called the vulnerable/emergency line and agent (abroad) was hard to understand but did note the issue down. Next day, called back to figure out no record left but Hometree arranged a visit on Saturday anyway, to which someone came and had a look at our boiler and confirmed it needed a new part. Returned on the Tuesday to fit the part due to delays with weekend but 2 days later it’s broke again, with Hometree saying they’ll get someone out between 4-8pm on Sunday. Informed that due to staff shortages it will now be delayed again, with no further information and no guarantee we won’t have to pay another £60 call out fee. Terrible service and treatment of vulnerable customers, need to not just market but work on their services themselves.
I am extremely disappointed with Hometree’s refusal to honour their "one fee per fault" policy.
In December, I reported cold radiators and low boiler pressure. An engineer attended for only a few minutes and simply topped up the pressure. No investigation was done into why the pressure had dropped—a clear failure to exercise reasonable care and skill in diagnosing the root cause.
Fast forward to my annual service this week: the service engineer immediately noticed the pressure was low again and successfully identified a specific mechanical fault. However, he was not authorised to repair it.
Hometree is now demanding a second call-out fee, claiming that because 30 days have passed, this is a "new" issue. This is logically flawed. The fault identified this week is the direct cause of the symptoms I reported in December. The only reason it wasn't fixed then is because their first engineer chose the quickest "fix" rather than investigating the problem.
Their 12-month workmanship guarantee should cover this, yet they are using an arbitrary 30-day administrative window to double-charge me for a single, unresolved issue. I expected better service and fairer treatment from a "premium" home cover provider.
Updated - 30 January 2026
Following my initial review, I was contacted by a member of the complaints team who acknowledged the issues I raised and how things should have been handled. I’m pleased to say the matter was resolved quickly and professionally. I’ve therefore increased my rating to three stars, reflecting the initial experience, but I now feel much more positive about the company going forward.
Exceptional service from beginning to end. I called in the early hours reporting that my hot water wasn't heating. An engineer arrived around 11:00 and found that the zone valve was faulty. Upon inspecting it, he discovered that a wire was preventing the micro switch from functioning correctly. Everything is now working perfectly, and I will continue to keep my home emergency policy as it saves money over time, along with annual boiler servicing.
The local technicians were skilled and meticulous, arriving as scheduled. They provided guidance on how to handle any potential recurrence of the issue. Although I had to wait a week for their availability, it wasn't an inconvenience this time since I managed to control the leak and was unaffected by the services.
The company has shown remarkable attentiveness to all service requests. They dispatched an engineer on a Sunday. On this visit, the engineer was incredibly thorough in assessing and attempting to diagnose the issues, dedicating a significant amount of time to the task.
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