Skip to Main Content

Frequently Asked Questions

Find the answers to your care plan questions here.

COVID-19: Frequently asked questions

When does my care plan start?

Please note, no call-outs can be arranged for the first 14-days of your contract start date.

Can I still call you? I have an emergency

Yes, we’re available 24hrs a day. Our priority during this period will be on any emergencies our customers may have such as no hot water, heating, lighting, leaks or blocked drains/toilets. We will also ensure our most vulnerable customers (the elderly, disabled and those with small children) are kept supplied with services.

What if someone in my household is self-isolating but I have an emergency?

If you, or anyone within the household, is self-isolating due to showing symptoms of COVID-19, then please notify us when booking your appointment.

What measures do you have in place to help prevent the spread of coronavirus?

We have put in place processes so our support staff and customer success team can work from home. This means that you can continue to get in contact with us 24/7. Our customer success team will ask you on the call whether you are self-isolating so that when our engineers arrive they can take extra precautions. Our engineers will be observing best practice during this period, with any engineers considered at risk not attending callouts and self-isolating. Any engineer that does attend will ask to wash their hands upon arrival and departure. If you are self-isolating, please let our engineer know, as we may ask you to let them in and stay in a separate room whilst they carry out the repair.

When will my welcome/annual service visit take place?

For any annual service visit already booked, we will be honouring these. For any existing customers who are yet to book their annual service visit, we will be postponing carrying these out so that we can focus on repairs for those most in need. If you have a service visit booked but would like to postpone, then please just let us know on 0800 368 9881.

I am a landlord and require my Gas Safety Certificate (LGSR) - will I get it on time?

We are continuing to perform the legally mandated certification for you and your tenants. If your tenants are self-isolating, then there is currently a grace period set by Gas Safe and the Health and Safety Executive (HSE) meaning that they will allow this to be delayed. If your tenants are self-isolating, then please let us know in writing and we can rearrange the appointment when your tenants have stopped self-isolating.

Questions about setting up, switching and contact

What if I already have a home emergency plan or a home care plan elsewhere?

We are delighted you are considering switching to a Hometree Care Package, which is quick and easy to do. All you have to do is call your current provider to quit, and we’ll have you set up on one of our Care Packages in a matter of minutes. Sometimes you can cancel your direct debit if you don't want to have to call your existing provider.

What happens once I have taken out my plan?

If you are switching from another provider
Once you have signed up, your care plan starts immediately. We will send you an email confirmation about the Care Package you’ve chosen, and our card provider GoCardless will send you an email informing you about your direct debit details.

If you are new to home care plans
Once you have signed up, we will need to come out to check that the boiler is working well and is safe. If all is good we will complete an boiler service at the same time and you are good to go. On the rare occasions that it is not safe, you might need to pay for some repairs to bring the boiler up to standard (or you can cancel). If you are switching from another provider, we don’t need to visit.

I have applied for a Hometree Care Package, but I'd like to cancel - what should I do?

We’re sorry to see you go so soon. If you contact us within 14 days and haven’t arranged a call out in those 14 days, you can instantly cancel your care package and get a full refund. Simply call our Customer Success Team on 0800 368 9881 or email us at support@hometree.co.uk. If you have arranged a call out, we’ll talk you through the options for cancelling your care package.

How long is the contract for?

All our contracts are 12 months long and will have to be renewed after that. You will receive an email 30 days before the end of your contract advising you of your renewal price. Please make sure we have the correct email address for you, and check that our emails aren’t slipping into your junk/spam folders as we don’t want you to miss any important updates. If we don’t hear from you within those 30 days, we will renew your contract for the next 12 months. If you decide to cancel your Hometree Care Package, please call us on 0800 368 9881 or email support@hometree.co.uk. Please note that cancelling your direct debit does not stop our contract, you’ll need to cancel that with us directly.

What are your response times?

We complete 90% of our repairs within 24 hours of customers reporting it to us, and we’ll try to come out at a time that suits you, including evenings and weekends. You will never have to wait longer than 2 weeks for a non-urgent repair, and we have a 24/7 helpline. Our Customer Success Team is dedicated to helping you with everything you need when reporting a repair.

Can I buy Hometree Care Packages if I rent or let my property?

Yes, absolutely. In fact, we have created Care Packages especially for Landlords. These include your Landlord Gas Safety Record, a Landlord Gas Safety Certificate and checks of your gas meter and gas pipework. These protect you as a Landlord if you have one gas boiler and any further gas appliances in the property.

What types of property do you protect?

Our Care Packages will protect most types of properties that are homes, as long as you live in it or rent it out to someone else. If you rent out your property, you can check out our Care Packages designed especially for Landlords, because landlords have some extra legal responsibilities. Please note that this doesn’t include mobile homes. That’s unfortunately not our area of expertise.

Do you protect flats?

Yes, we do.

Do you protect commercial/business properties?

No, at the moment we only protect domestic properties.

Do you offer service plans for mobile homes?

Unfortunately, we don’t. Our area of expertise are homes with installed boilers, such as flats and houses.

What are your opening hours?

We want to be here for you whenever you need us, so we have a 24/7 UK-based helpline. If you need our support, please call 0800 368 9881.

For all other matters, we are open from 9am to 5pm Monday to Friday.

Do you cover my area?

If you are in the UK mainland (England, Wales and Scotland) and in the ‘natural gas supply area’, then yes. Our care plans include natural gas boilers that are either combi, system, regular and back boilers.

Can I sign up today but choose a future date for my care plan to start?

Yes, you can select the date you'd like your care plan to start when you sign up for one of our Care Packages.

Will you need to inspect our system beforehand?

If you are switching from another provider, we won't need to visit as we trust you that all systems are in good working order.

If you are not switching from another provider, we will need to visit to check that all is in good working order. In the rare occasion that it is not safe, you might need to pay for some repairs to bring the boiler up to standard (or you can simply cancel if you don’t want to go ahead).

Is there a limited number of repairs you offer per year?

We offer unlimited number of repairs and call-outs with all parts and labour included to all of our non-Essentials customers.

If you're an Essentials customer, there is a £500 repair limit per repair.

Am I allowed to get another company to replace my boiler/system whilst under contract with yourselves?

Yes, you’re allowed to choose another company to replace your boiler, but we’ll have to make sure that it has been installed to our high standards to be able to protect it.

Questions about call out fees

Is there a fee to pay if I arrange a call out?

This depends on the type of contract you select. You can choose a contract with no call-out fee or a contract with a lower monthly fee but with a £60 or £95 call-out fee. If you select the £60 or £95 call-out fee, you will only pay once for each fault in the contract period. Our engineers will use their expertise to assess whether its the same fault.

How can I pay my call out fee?

When we book your repair, we’ll ask to pre-authorise your debit or credit card for any call out fees. If you’re a landlord, the pre-authorised credit or debit card contribution can come from your tenants, letting agents or other party you have chosen.

We will never charge you before completing the agreed repairs.

Does my care plan include any costs to repair ‘access’?

We will be as careful as possible when doing any repairs, but if we do happen to cause any damage, we will replace items such as cupboards up to £1,000 (inc. VAT). We won’t replace or restore original surfaces, e.g. tiles, floor coverings, decoration, grass or plants.

Questions about engineers

How does Hometree vet and approve their tradespeople?

With our partner, Preferred Management Solutions, we manage a network of carefully vetted and approved engineers. There is a robust selection process in place to ensure all engineers have and maintain the required technical qualifications and meet our extremely high standards for quality, customer service and care.

Are repairs carried out by your own engineers?

We have a mixture of our own engineers, as well as a national network of subcontracted engineers. We work hard to fully vet these engineers and we have a rigorous process to check that they have completed their jobs properly. We call customers after every call out to check that they're happy and work quickly to fix things in the rare occasions the customer is not.

Questions about servicing and call outs

Will I be charged a call out fee for every repair?

This depends on the type of contract you select. You can choose a contract with no call-out fee or a contract with a lower monthly fee but with a £60 or £95 call-out fee. If you select the £60 or £95 call-out fee, you will only pay once for each fault in the contract period. Our engineers will use their expertise to assess whether its the same fault.

How long does a boiler service take?

Both the welcome service visit and the boiler service visit take around 1 hour in total (unless you make our engineer a cup of tea, then add on another 5 minutes).

What does a boiler service include?

Each Hometree boiler service or welcome service will include the following:

  • Visual checks of the boiler
  • The opening of the boiler with inspection (if necessary)
  • Flue gas efficiency test and ventilation checks for Gas Safety
  • Visual checks of the hot water cylinder (regular and system heating systems)
  • Visual checks of the radiators and bleeding (if necessary)
  • Checks that the boiler fires properly
  • Checks of the system’s pressure
  • Cleaning of the condensate trap
  • Written confirmation of the annual boiler service.

If you have selected one of our Landlord Care Packages, this service will also include:

  • Inspection of your gas meter (legal requirement for landlords)
  • Inspection of your gas pipework (legal requirement for landlords)
  • Gas Safety Certificate.

If we find a problem or fault that needs to be fixed, we’ll tell you about it and we will fix it at the time or at a subsequent call out.

What time will my appointment be at? When will the engineer arrive?

If you’ve had a breakdown, you can call our 24/7 helpline, and an engineer will be with you within 24 hours in 90% of cases. Our aim is to fix your problem as soon as possible. We offer 3 standard appointment slots on 7 days of the week:

  • Morning: 8am to 12pm
  • Afternoon: 12pm to 4 pm
  • Evening: 4pm to 8 pm.

If you’re expecting your Welcome Service or Boiler Service Visit, we will speak to you directly on the phone to arrange the best time for you. We will be as specific as possible with timings. You can book either a morning, afternoon or evening visit to work around your day. We also do weekend visits now!

When will my boiler be serviced?

You will have your boiler serviced every year. Once you have signed up, we will contact you within a few days to arrange your service visit at a time and date that works for you.

If you're an Essentials customer, you will have a boiler service included in the first year only.

I’m a Landlord, do I have to be at the property for you to carry out a service?

If you want to be there, that’s fine. If not, you can provide us with the contact details for your tenant, and we can liaise with them directly to organise the boiler service. We’ll send you your Gas Safe Certificate and your Landlord Gas Safety Record (LGSR).

Questions about my boiler

My boiler is quite old, will you still protect it?

Yes, Hometree will still look after your boiler no matter how old it is. We will do the best we can to fix it, but eventually the manufacturer will stop making spare parts. This means that it will make sense to get a new one instead. We will try and make sure we give you plenty of warning so you aren’t caught by surprise.

What happens if you cannot repair my boiler?

We will always do our upmost to try and fix the boiler. In the rare occasion that your boiler is unrepairable (i.e. pronounced dead), we will be able to offer a discount if we fit a new one.

What boilers do you protect as part of your care plans?

We protect any gas boilers that are used in homes as long as they have been installed correctly and safely.

Do you protect all makes and models of boilers?

Our Care Packages protect all natural gas boilers from all manufacturers of all ages.

Do you protect back boilers?

Yes, we do. All our Care Packages protect natural gas boilers that are either combi, system, regular or back boilers.

Do you protect oil-fuelled boilers?

Unfortunately, we don’t. Our Care Packages only protect natural gas boilers.

Do you protect LPG (bottled gas) powered boilers?

Unfortunately, we don’t.

Do you protect floor-standing boilers?

Yes, our Care Packages protect floor-standing boilers as long as they are natural gas boilers.

Questions about Boiler Repairs

My boiler is broken - what should I do?

Please call our 24/7 emergency helpline on 0800 368 9881, and we will send an engineer to you within 24 hours.

What if my boiler cannot be fixed?

In the rare occasions that the boiler is unrepairable (i.e. pronounced dead), we will cover 15% of the cost of replacing it (as long as we install it).

Am I limited to a set number of call outs during the year?

All Care Packages come with an unlimited number of call outs.

How soon should I report a repair or breakdown?

Please call the 24/7 helpline as soon as you experience a breakdown or notice a problem in your home.

All of our Hometree Care Packages include an unlimited number of call outs, so we’re here to help whenever you need us.

Questions about pricing and payments

How do I make my monthly payments for your care plans?

We use a secure, recurring payment system called GoCardless for your monthly or annual payments. All you have to do is complete your direct debit instruction, and you’ll receive an email confirmation. We will always let you know before any payment comes out of your account.

Will my care package price increase?

No, your price is fixed during the entire period of the contract.

Can I change my direct debit?

Yes, no problem at all. Perhaps you are changing your bank details because you have switched bank accounts? (We hope you got a switcher reward!) If that is the case, then your new bank will have probably moved all direct debit payments over to your new account - so no action required.

If you are changing bank details for another reason, are moving to a joint account or someone else’s account, you can change your direct debit by calling our Customer Care Team on 0800 368 9881 or email us at support@hometree.co.uk.

What are the prices at the time of renewal?

We don’t know for certain what renewal prices will be, as these are controlled by things we can’t control, such as inflation, costs to run our business and tax rates.

We will do our very best to ensure that our prices are fair and as low as we can make them for you. We are dedicated to making sure you are on the best deal. If a price increase ever happens, we’ll let you know at least a month in advance, and we will let you know why. You can cancel for free it this happens.

Can I reduce the monthly premium by adding a call out fee?

Yes. We offer packages that allow you to pay a lower monthly or annual fee if you agree to pay a call out fee for a call out in return.

Questions about arranging a repair

How do I arrange a call out or book an appointment?

All Care Plans give you access to our 24/7 helpline, and you’ll benefit from an unlimited number of call outs. If your boiler breaks down or you need a repair that’s included within your Care Plan, you can give us a call, and we’ll send out an engineer.

What is the maximum value of a single item repair?

There is no cap on any repairs if you're a non-Essentials customer.

If you're an Essentials customer, there is a £500 repair limit per repair.

Do you use new, genuine and manufacturer-approved parts for repairs?

Yes, all the parts we use are brand new, genuine, and manufacturer approved.

Questions about other types of care plans

Do you protect Saniflo toilets?

This is not our area of expertise, so this is not included in our Hometree Care Packages. To check everything that is and isn’t included in your Hometree Care Package, see our Terms and Conditions. If you have any questions, you can call our Customer Success Team on 0800 368 9881 or email us at support@hometree.co.uk.

Do you include gas fires?

Yes, we offer gas fire protection as an add-on for all of our care plans. You can add protection for up to 5 gas fires at the checkout.

Can you service warm air heating systems?

This is not our area of expertise, so this is not included in our Hometree Care Packages. To check everything that is and isn’t included in your Hometree Care Package, see our Terms and Conditions. If you have any questions, you can call our Customer Success Team on 0800 368 9881.

Can you install carbon monoxide detectors?

This is not our area of expertise, so this is not included in our Hometree Care Packages. To check everything that is and isn’t included in your Hometree Care Package, check our Terms and Conditions. If you have any questions, you can call our Customer Success Team on 0800 368 9881.

Will you check my radiators?

Yes, visual checks of your radiators and bleeding of the radiators (if needed) will happen as part of your boiler service.

Do you include mains water supply issues? (taps/showers/toilets)

Unfortunately, this is not our area of expertise, so this is not included in our Hometree Care Packages. To check everything that is and isn’t included in your Hometree Care Package, check our Terms and Conditions. If you have any questions, you can call our Customer Success Team on 0800 368 9881.

Questions for existing customers

How can I check what’s included with my contract?

You will have received a confirmation email from us when you selected your Care Plan, which shows everything that is included within your package. If you have any questions, you can call our Customer Success Team on 0800 368 9881.

How do I change the contact details on my contract?

Please contact our Customer Success Team on 0800 368 9881 if your contact details change. It will make life so much easier for the both of us.

Can I change the way I pay for my contract?

Our two payment options are either an annual or monthly Direct Debit. The annual direct debit option is actually less expensive. If you would like to change your Direct Debit, please contact our Customer Success Team on 0800 368 9881.

My Direct Debit has failed. What should I do?

If you've received a letter, email or text telling you that your Direct Debit has failed, please don’t worry. We’ll get this sorted for you without delay. Just call our Customer Success Team on 0800 368 9881, and we’ll get to the bottom of this for you. If it turns out to be a problem on your bank’s side, you’ll need to speak to them directly, as we won't be able to discuss this on your behalf.

How do I renew my contract?

We’ll send you an email 30 days before the end of your agreement advising you of your renewal date. If we don’t hear from you, we’ll take this as a sign that you’d like to renew your existing Care Package.

How do I cancel my Care Package?

If you are in your 14-day cooling off period and haven’t arranged a call out, we can cancel your Care Package immediately. If you’re outside of the cooling off period, we’ll talk you through the next steps. If you have selected a start date for your contract, your cooling off period will start from the date you had selected.

Please either call us on 0800 368 9881, or email us at support@hometree.co.uk, and we’ll be in touch with you straight away. We’re here to help.

How do I make a complaint?

We appreciate that sometimes things go wrong, so please let us know what has happened, and we’ll try our best to fix it. Please contact us at support@hometree.co.uk or simply call us on 0800 368 9881. This is how we handle complaints:

  1. You contact us to explain what has happened.
  2. Our Customer Success Team acknowledge the complaint.
  3. We investigate your complaint and keep you in the loop with progress.
  4. In the majority of cases, we’ll be able to resolve the complaint within 7 days.

If I move to a new house am I still protected?

First off, congrats on your move! It’s essential that we have your new details - like your address so we can make sure your care package fits with your new home. The easiest thing to do is to call our Customer Success Team on 0800 368 9881, and tell them about your move. They will change your details and get you sorted with the move of your Care Package. Depending on when the boiler in your new home was last serviced, we may have to visit your house to check whether it’s working safely.

Can a Care Package be transferred between two people?

There are a few things we’ll need to check first, mainly whether this person lives in the same property. If it’s the same property, this will be an easy change, and you’ll just need to update the contact and/or payment details with our Customer Success Team - you can call them on 0800 368 9881.

Questions about our referral programme

How do referrals work?

Referring friends to Hometree is very simple. If you've agreed to receive emails from us, we'll send you your unique referral link directly after signing up. In case you didn't get an email, you can also find unique referral link here.

Simply share your link with your friends, sit back and wait for the rewards to roll in. We'll send you a £50 Amazon voucher every time somebody signs up with your link. You can refer as many people as you want, and our top refererrers enjoy extra benefits.

See the full terms and conditions here.

How do I refer someone?

Simply share your personal referral link with them, and make sure they follow it when signing up. You can share your referral link directly here.

How much can I earn per referral?

We generally award our customers £50 for each successful referral. Rewards are paid out in form of an Amazon voucher.

We also run specials from time to time. Keep an eye on your inbox for special campaigns during which you can boost your earnings with even higher referral rewards.

I can't find my referral link.

Go to www.hometree.co.uk/refer-a-friend.html and enter the email address with which you've signed up to get your personal referral link and share it with your friends.

I've referred someone. When do I get my voucher?

We send out referral rewards 45 days after either the referrer's or the referral's contract start date, whichever is later.