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FAQ

What is Hometree?

Hometree is a heating service company which leverages modern technology to deliver a heating installation unlike anything seen in the heating industry before. What makes us different is that we have invented a quicker, more convenient and price-competitive way to buy an A-rated boiler and Gas Safe installation that can save you on average £1,000 compared to our competitors.

How do you manage to be on average £1,000 cheaper than your competitors?

We brought a traditionally offline industry online, and removed pushy salesmen once and for all – ensuring you will never be put under pressure in your own home to accept a quote you are not happy with. Instead, we ask for a few minutes of your time to answer a handful of simple questions over the phone, at a time convenient to you. At the end of this call, we’ll give you an indicative quote which you can compare to any competing quotes. With no salespeople visiting the home, we can pass the savings on to you. And we can do it all faster – a lot faster than standard in the industry.

I got an indicative quote over the phone. What’s next?

With all the confusion around the various options available, let alone the high cost of a boiler, we recognise that you may feel worried about paying for a boiler after just one call, or by getting a price exclusively online. That is why we have pioneered the use of video surveys on easy-to-use apps such as FaceTime, WhatsApp and Skype.

By speaking to a trained and qualified expert engineer over a video call, we can give you that extra comfort that you are getting the right advice for your specific situation, without having to put you under any stress in your home. At the end of the video survey, we’ll send you a fixed-price, no-obligation quote outlining our expert’s recommendations. If you’re happy with your quote, we’ll schedule your new boiler installation at a time convenient to you. You can find out more about how we work here.

How is a video survey sufficient to determine my heating requirements?

Our qualified boiler experts have each been working in the heating industry for at least 20 years, and know heating systems better than the back of their hands. In fact, we are so confident in our abilities to meet your requirements, that we offer a Hometree Price Guarantee, which means the fixed-price quote you receive will not change even if we require any additional ancillary parts which we have not foreseen but are necessary to complete the installation.*

What exactly happens on these video surveys?

As a first step our engineers will call you to make sure you’re all set up for the video call and good to go. If that’s the case, then they’ll start the video survey by introducing themselves and finding out what it is you’re after and why. They will then want to have a good look at the boiler, the pipework under the boiler, the gas run, the gas meter, your electric setup, any hot water cylinders and/or water tanks (if you have any), the location where the flue exits your property, and any heating controls that you may already have. The final step consists in determining your current cold-water flow rate.

If you plan on moving your boiler to a new location, they will also give you recommendations on suitable locations and/or give their opinion on any locations you have in mind. The same goes for the positioning of hot water cylinders, water tanks and radiators should you require any of these items. 30 minutes after your video call, you’ll receive a fixed-price quote in your inbox.

How long do video surveys last?

Our video surveys don’t take longer than 20-30 minutes. This is on average 60-90 minutes shorter than our competitors’ traditional in-home visits.

Do I have to pay for the video survey?

No, you don’t. Even if you decide not to go with us in the end, the video survey is always free.

I’m not able or willing to make a video survey. Can I still get a fixed-price quote?

That’s not a problem at all. We understand that not everybody has the technical possibilities to realise a video call, or wants to show their face to somebody they have never met before. Should this apply to you, there’s no need to worry. We’ll simply ask you to take a few pictures of your heating setup and send them to customer@hometree.co.uk. Our heating advisors will tell you exactly beforehand what pictures we need in order to find the most suitable and most affordable heating solution for you. We will send you a fixed-price quote once we have received the images. Last but not least, our Hometree Price Guarantee also applies in the case of a picture survey.

How long are your fixed-price quotes valid?

Our fixed-price quotes are valid for one month from the date we quoted you. Should you get back to us and your quote has expired, we’ll simply check whether we are able to quote you the original price, and update your quote accordingly.

What qualifications do your installers have?

All our boiler installers are qualified and members of their trade associations & professional bodies. They’re all Gas Safe accredited and members of FENSA, MCS, REA & RECC. We also ensure that they hold the required trade qualifications and are insured as a minimum. Our Gas Safe registration number is 593610, and we’re a proud member of the Which? Trusted Trader scheme.

Our boiler engineers are subjected to a rigorous application process and are required to undertake specific customer service training. To ensure the high standards we require from our boiler engineers, from time to time we may contact customers following a boiler installation to check that they are satisfied with the work carried out. This may involve a telephone call or a visit from one of our quality inspectors, provided we have your consent. If you have any questions regarding your installation, contact us at customer@hometree.co.uk.

What guarantees do I get with your work?

All of our boilers come with a standard 5-year manufacturer warranty (if not stated otherwise). You may also have the option to extend the warranty period to 7 or 10 years depending on the manufacturer of the boiler.

In addition to the warranty provided by the boiler manufacturer, we also provide a 3-month workmanship warranty following the install to cover any lingering issues which may prevent your heating system from being fully functional. This means that you will not be charged for any phone consultations, call-outs, or parts and labour, which are subsequently necessary.

What products do you sell?

We install a broad range of energy-efficient condensing boilers such as combi, system and regular boilers (also called conventional or traditional boilers) by industry-leading manufacturers such as Worcester Bosch, Vaillant, Ideal and Baxi. Our products help you reduce your energy bills, make your energy consumption more sustainable, and give you the peace of mind everybody deserves. You can check out the products we sell here.

What other services and/or products do you provide?

While boiler installations are our daily bread, we offer any services that are typically associated with a new or a replacement boiler. Be it the installation of hot water cylinders, fitting new radiators, any pipework or the latest smart heating controls, at Hometree we have you covered. We also offer annual service plans and gas safety certificates to ensure your home stays warm, your boiler always runs as efficiently as possible and your warranty remains valid.

Do you have any payment plans?

We offer a range of flexible financing options that suit every budget and lifestyle to help spread the cost of your new boiler. You have a choice of 3 different finance options, as well as a “buy now, pay later” option.**

Hometree offer a great way to smooth out payments for boiler installation and replacement work through a Credit Finance Solution arrangement with our finance partner Divido. Should you require further information this solution, please email us at hello@hometree.co.uk, and we will be in touch. Credit is subject to application and status. Hometree acts as a loan broker and can’t offer advice, so, if you’re not sure about what is best for your own financial situation, you may want to seek independent financial advice. You can find more information about your payment options here.

Why do you charge a 10% deposit?

We will ask you to make a deposit of 10% of the overall order value of the work quoted because we have to book in engineer time to carry out the work, as well as purchase the materials necessary for the work to be carried out.

What happens if I decide to cancel my order?

If you decide to cancel your order after the deposit has been taken, you have a 14-day regulatory cooling-off period starting from the day on which the deposit is taken, within which you are entitled to cancel the work from being carried out and you will not be charged for the full order value of the work.

However, if you decide to cancel outside of the 14-day regulatory cooling-off period, we have to apply a cancellation fee in accordance with the following schedule:

  • If the cancellation takes place more than a week before the scheduled install -> 50% of your deposit
  • If the cancellation takes place less than a week before the scheduled install date > 100% of your deposit

If the work has already been carried out, you waive your right to cancel, even if this falls within the regulatory 14-day cooling off period, and you are responsible to make the final payment, immediately and in full.

Where can I find reviews by existing customers?

We’re glad you asked. You can check out our reviews on Trustpilot and Which?.

I can’t find an answer to my question. How can I get in touch with you?

You can find our contact information at https://www.hometree.co.uk/contact.html.

* Boiler & Central Heating Terms and Conditions apply.
** Hometree acts as a credit broker and not the lender and primarily offers products from, and is remunerated by Shawbrook Bank Limited. Shawbrook Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration No. 204574. Registered in England and Wales – Company No. 388466. Registered address: Lutea House, The Drive, Warley Hill Business Park, Great Warley, Brentwood, Essex CM13 3BE. Shawbrook Bank Limited holds an Interim Permission from the Financial Conduct Authority for consumer credit activities; Interim Permission number 001927. Hometree is the trading name of Hometree Marketplace Limited which is authorised and regulated by the Financial Conduct Authority. Availability of credit depends on your status and credit checks.

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