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Most frequent questions
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Find out how you can refer your friends and family to Hometree.
How do I arrange a call-out or book an appointment?
Find out how to arrange a repair.
How do I contact you?
Find out how to contact us, make a claim, or make changes to your plan.
All topics
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COVID-19: FAQs
- When does my cover plan start?
- Can I still call you? I have an emergency
- What if someone in my household is self-isolating but I have an emergency?
- What measures do you have in place to help prevent the spread of coronavirus?
- When will my annual service visit take place?
- I am a landlord and require my Gas Safety Certificate (LGSR) - will I get it on time?
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Signing up and switching to us
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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?
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Next steps
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Property types
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Cancellations
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Servicing, call-outs and repairs
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Engineers
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Call-outs
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Servicing
- How long does a boiler service take?
- What does a boiler service include?
- When will my boiler be serviced?
- I’m a Landlord, do I have to be at the property for you to carry out a service?
- Do you protect Saniflo toilets?
- Do you protect gas fires?
- Can you service warm air heating systems?
- Will you check my radiators?
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Repairs
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Pricing and payments
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Pricing
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Call-out fees
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Payments & Direct Debits
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Existing customers
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When things are going well
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When things are not going well
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Boilers
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General questions
- My boiler is quite old, will you still protect it?
- 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 protect oil-fuelled 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?
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Boiler repairs
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Referrals
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General
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Referrers
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Recruits
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