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Frequently Asked Questions

Find the answers to your cover questions here.

Questions about setting up, switching and contact

What if I already have a home emergency plan or home cover 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.

What happens once I have taken out my plan?

Once you’ve signed up to a Hometree Care Package you are immediately covered.

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.

Over the next month we may need to come out to check that the boiler is working well and is safe. 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.

How long does it take to sign up?

The whole process of signing up to a Hometree Care Packages is really quick and easy. You’ll spend less than 3 minutes going through our online choices and keying in your direct debit details, and you’re good to go. Your cover starts there and then. We hope that gives you instant peace of mind.

I have applied for a Hometree Care Package, but I have changed my mind - what should I do?

We’re sorry to see you go so soon. If you contact us within 14 days and haven’t made a claim 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 made a claim, 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 policy 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 cover?

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 cover flats?

Yes, we do.

Do you cover commercial/business properties?

No, at the moment we only cover 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.

How do your plans compare with other providers?

At Hometree, we are customer obsessed, so all of our plans are based on providing Care Packages which are transparent. We care about you and your home. Feel free to check out what our existing customers like about us on Trustpilot.

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 cover includes natural gas boilers that are either combi, system, regular and back boilers.

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

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

Is your call centre UK-based?

Yes, our 24-hour call centre is based in the UK.

I'm interested in signing up, can I speak to someone over the phone?

Absolutely! Our Customer Success Team are available between 9am to 5pm Monday to Friday.

I left my previous provider a few weeks ago. What is my exclusion period?

Our competitors use terms like ‘exclusion periods’, but we don’t because we don’t have any. As soon as you select your Hometree Care Package and complete your Direct Debit, you will get a confirmation email from Hometree, which means you are covered right there and then. If you have selected a future start date for your cover, your cover will start from the date you had selected on sign-up.

Will you need to inspect our system beforehand?

We trust you that by signing up to our contract you confirm your boiler and central heating system are in good working condition, with no pre-existing faults at the time of taking out your Hometree Care Package.

You are therefore covered from the moment you select your Hometree Care Package, and complete your Direct Debit details, and if you are switching from another provider, we don’t need to visit.

In some cases, we will need to come round to check that the boiler is working well and is safe. 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?

No, we offer an unlimited number of repairs and call outs with all parts and labour included.

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 cover it.

Questions about excess

Is there an ‘excess’ to pay if I make a claim?

Yes, we think of an excess as a call out charge, but it depends on the Care Package you select. If you select a Care Package which has a one-off call out charge, you will be charged £60 on your first call-out per product area, not every time a call out is requested.

How can I pay my call out charge?

When we book your repair, we’ll ask to pre-authorise your debit or credit card for any contribution to the repair. 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 cover 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 deliver our best service by using our national network of subcontracted engineers. We consistently monitor their work to make sure it is up to Hometree standards.
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.

Questions about servicing and call outs

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

This depends on the type of contract you have with us. If your Care Package has no call out charge, you will not have to pay anything else.

If you have selected a Care Package with a one-off call out charge, you’ll only be charged a fee for each product area. That means that if we have to come back to continue to fix the same issue, or any other issue in the same product area, you don't have to pay again. But if your next claim is related to another issue in a different product area, then you will have to pay the fee again.

We will take payment on the first call-out per product area.

How long does a boiler service take?

Both the welcome service visit and the annual 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 annual 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 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

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 Annual 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.

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 annual service. We’ll send you your Gas Safe Certificate and your Landlord Gas Safety Record (LGSR).

If I take out cover and my boiler becomes unrepairable, would you replace it for free?

It depends on the age of the boiler. If your boiler is over 7 years old, we won’t be able to replace it for free but we can certainly offer you a discount of 15%. If it's less than 7 years old, we'll replace it for free.

Questions about my boiler

My boiler is quite old, will you still cover 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 replace it instead. We will try and make sure we give you plenty of warning so you aren’t caught by surprise.

If the boiler is over 7 years old, we won't be able to replace it for free, but we will offer you a 15% discount.

What happens if you cannot repair my boiler?

In the rare occasion that your boiler is beyond economical repair (i.e. pronounced dead), we will cover the cost of replacing it if it is less than 7 years old. If your boiler is over 7 years old, we won’t be able to replace it for free but we can certainly offer you a discount of 15%.

What boilers do you cover?

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

Do you cover all makes and models of boilers?

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

Do you cover back boilers?

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

Do you cover oil-fuelled boilers?

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

Do you cover LPG (bottled gas) powered boilers?

Unfortunately, we don’t.

Do you cover floor-standing boilers?

Yes, our Care Packages cover 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 these rare occasions that the boiler is beyond economical repair (i.e. pronounced dead), we will cover the cost of replacing it if it is less than 7 years old. If your boiler is over 7 years old, we won’t be able to replace it for free.

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 my claim?

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 the cover?

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 an excess charge?

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

Questions about making a claim

How do I make a claim or book an appointment?

All Care Packages 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 covered by your Care Package, 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.

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 cover

Do you cover 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 cover gas fires?

As part of our landlord packages we will service any gas appliances. This service also includes a Landlord Gas Safety Record, a Landlord Gas Safety certificate and checks of your gas meter and gas pipework.

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.

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 annual service.

Do you cover 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 covered by my policy/plan?

You will have received a confirmation email from us when you selected your Care Package, which shows everything that is covered by 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 policy/plan?

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 policy/plan?

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 policy?

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 made a claim, 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 covered?

First off, congrats on your move! It’s essential that we have your new details - like your address so we can make sure your cover 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.