Need help? Most common questions
I have an issue in my home – How do I request a repair?
Jump the queue by using our simple online portal to request a repair.
How do I arrange a boiler service?
We offer different contact methods to ensure a smooth experience.
When things are going well
- How can I check what’s included with my contract?
- How do I update my email address?
- Can I change my bank details?
- How do I change the contact details on my plan?
- How do I change my address with you?
- Can I change the way I pay for my plan?
- How do I renew my plan?
- I’m a landlord can you deal directly with my tenant?
- Can I add a family member to my account?
- If I move to a new house am I still covered?
Signing up
- What if I already have a home emergency plan or home cover elsewhere?
- How long is the contract for?
- Do you cover my area?
- Can I sign up today but choose a future date for my cover to start?
- Will you need to inspect our system beforehand?
- Is there a limited number of repairs you offer per year?
- Am I allowed to get another company to replace my boiler/system whilst under contract with yourselves?
Next steps
Servicing
- How long does a boiler service take?
- What does a boiler service include?
- When will my boiler be serviced?
- Can I delay my ASV?
- As a landlord, can I be present during the boiler service visit, or can I provide my tenant’s contact details for coordination?
- Do you protect Saniflo toilets?
- Do you protect gas fires?
- Can you service warm air heating systems?
- Will you check my radiators?
- What is an annual service visit?
- What does an annual service visit include?
- How can I book my annual boiler service when signing up?
- How does my annual boiler service get booked each year I’m with Hometree?
- Can I contact my repair engineer directly?
- How do I change or cancel my repair appointment?
- When was your boiler last serviced?
- What if I need to reschedule my annual boiler service?
- My engineer hasn’t shown up for the service at the agreed time, what do I do?
- How do I get a copy of my annual service or landlord gas safety certificate?
- What happens if my engineer finds a fault during the service?
- I was given a 3 week deadline to reply, I’ve missed this – what happens now?
General questions
- Will Hometree still cover my boiler even if it’s old?
- What boilers do you protect as part of your cover plans?
- Do you protect all makes and models of boilers?
- Do you protect back boilers?
- Do you cover dripping taps or dripping showers?
- Do you protect oil-fuelled boilers?
- Do you protect commercial boilers?
- Do you protect LPG (bottled gas) powered boilers?
- Do you protect floor-standing boilers?
- Am I limited to a set number of call-outs during the year?
Boiler repairs
- How can I check the status of my repair?
- I have received an email advising my boiler is Beyond Economical Repair
- I need to share with you my availability for my engineer to return
- I want an earlier appointment is this possible?
- My repair required special order parts?
- Can I see the engineers/manufacturers notes?
- Regarding the repair of my boiler, what status updates might I expect.
- Whats is classed as a non essential repair?
- My job has been passed to a manufacturer – when will I hear from them
- Is this cover suitable for a small business or only for residential homes?
- What happens if I disagree with the engineer’s diagnosis?
- I want an earlier appointment is this possible?
- What happens if you can’t repair my boiler?
- I am waiting for an engineer to return, but don’t have a date confirmed
- My boiler is broken – what should I do?
- Am I limited to a set number of call-outs during the year?
- How soon should I report a repair or breakdown?
- What if my boiler cannot be fixed?
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