Help Center -
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.
Self Help Repair Guides
Find out how to quickly repair small issues around your home today.
Boiler repairs
- Am I limited to a set number of call-outs during the year?
- Can I see the engineers/manufacturers notes?
- How can I check the status of my repair?
- How soon should I report a repair or breakdown?
- I am waiting for an engineer to return, but don't have a date confirmed
- 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?
- Is this cover suitable for a small business or only for residential homes?
- My boiler is broken – what should I do?
- My job has been passed to a manufacturer – when will I hear from them
- My repair required special order parts?
- Regarding the repair of my boiler, what status updates might I expect.
- What happens if I disagree with the engineer's diagnosis?
- What happens if you cannot repair my boiler?
- What if my boiler cannot be fixed?
- What's classed as a non essential repair?
General questions
- Am I limited to a set number of call-outs during the year?
- Do you cover dripping taps or dripping showers?
- Do you protect all makes and models of boilers?
- Do you protect back boilers?
- Do you protect commercial boilers?
- Do you protect floor-standing boilers?
- Do you protect LPG (bottled gas) powered boilers?
- Do you protect oil-fuelled boilers?
- What boilers do you protect as part of your cover plans?
- Will Hometree still cover my boiler even if it's old?
When things are going well
- Can I add a family member to my account?
- Can I change my bank details?
- Can I change the way I pay for my plan?
- How can I check what’s included with my contract?
- How do I change my address with you?
- How do I change the contact details on my plan?
- How do I renew my plan?
- How do I update my email address?
- I'm a landlord can you deal directly with my tenant?
When things are not going well
How can I update my marketing preferences or be removed from your mailing list?
What’s the difference between Hometree boiler, central heating cover and home cover?
Call-out fees
- Does my cover plan include any costs to repair access’?
- How can I pay my call-out fee?
- Is there a fee to pay if I arrange a call-out?
Payments & Direct Debits
- Can I change my direct debit?
- How do I make my monthly payments for your cover plans?
- What is Direct Debit?
- Why do you use Direct Debits for payments?
Pricing
- Can I reduce the monthly premium by adding a call-out fee?
- What are the prices at the time of renewal?
- Will my cover package price increase?
General
- How do referrals work?
- How much can I earn per referral?
- I can't find the terms and conditions for your referral programme. Where are they?
Recruits
Referrers
Call-outs
- Can you install carbon monoxide detectors?
- How do I arrange a boiler service?
- Is the call-out fee charged when I arrange an annual service?
- What time will my appointment be? When will the engineer arrive?
- Will I be charged a call-out fee for every repair?
Engineers
- Are repairs carried out by your own engineers?
- How does Hometree vet and approve their tradespeople?
Repairs
- Is there a limit on the repair costs covered under my plan?
- Self Help Repair Guides
- What is the maximum value of a single item repair?
- What to expect on the day of your visit
Servicing
- Can I contact my repair engineer directly?
- Can I delay my ASV?
- Can you coordinate tenants for boiler service?
- Can you service warm air heating systems?
- Do you protect gas fires?
- Do you protect Saniflo toilets?
- How can I book my annual boiler service when signing up?
- How do I change or cancel my repair appointment?
- How do I get a copy of my annual service or landlord gas safety certificate?
- How does my annual boiler service get booked each year I’m with Hometree?
- How long does a boiler service take?
- I was given a 3 week deadline to reply, I’ve missed this – what happens now?
- My engineer hasn’t shown up for the service at the agreed time, what do I do?
- What does a boiler service include?
- What does an annual service visit include?
- What happens if my engineer finds a fault during the service?
- What if I need to reschedule my annual boiler service?
- What is an annual service visit?
- When was your boiler last serviced?
- When will my boiler be serviced?
- Will you check my radiators?
Cancellations
Next steps
Property types
- Can I buy Hometree Cover Packages if I rent or let my property?
- Do you offer service plans for mobile homes?
- Do you protect commercial/business properties?
- Do you protect flats?
- What types of property do you protect?
Signing up
- Can I get another company to replace my boiler/system whilst under contract with Hometree?
- Can I sign up today but have my cover start later?
- Do you cover my area?
- How long is the contract for?
- Is there a limited number of repairs you offer per year?
- What if I already have a home emergency plan or home cover elsewhere?
- Will you need to inspect our system beforehand?