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.
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