# 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?](/content/help-centre/am-i-limited-to-a-set-number-of-call-outs-during-the-year-2/index.html)
- [Can I see the engineers/manufacturers notes?](/content/help-centre/can-i-see-the-engineers-manufacturers-notes/index.html)
- [How can I check the status of my repair?](/content/help-centre/how-can-i-check-the-status-of-my-repair/index.html)
- [How soon should I report a repair or breakdown?](/content/help-centre/how-soon-should-i-report-a-repair-or-breakdown/index.html)
- [I am waiting for an engineer to return, but don't have a date confirmed](/content/help-centre/i-am-waiting-for-an-engineer-to-return-but-dont-have-a-date-confirmed/index.html)
- [I have received an email advising my boiler is Beyond Economical Repair](/content/help-centre/i-have-received-an-email-advising-my-boiler-is-beyond-economical-repair/index.html)
- [I need to share with you my availability for my engineer to return](/content/help-centre/i-need-to-share-with-you-my-availability-for-my-engineer-to-return/index.html)
- [I want an earlier appointment is this possible?](/content/help-centre/i-want-an-earlier-appointment-is-this-possible/index.html)
- [Is this cover suitable for a small business or only for residential homes?](/content/help-centre/is-this-cover-suitable-for-a-small-business-or-only-for-residential-homes/index.html)
- [My boiler is broken – what should I do?](/content/help-centre/my-boiler-is-broken-what-should-i-do/index.html)
- [My job has been passed to a manufacturer – when will I hear from them](/content/help-centre/my-job-has-been-passed-to-a-manufacturer-when-will-i-hear-from-them/index.html)
- [My repair required special order parts?](/content/help-centre/my-repair-required-special-order-parts/index.html)
- [Regarding the repair of my boiler, what status updates might I expect.](/content/help-centre/regarding-the-repair-of-my-boiler-what-status-updates-might-i-expect/index.html)
- [What happens if I disagree with the engineer's diagnosis?](/content/help-centre/what-happens-if-i-disagree-with-the-engineers-diagnosis/index.html)
- [What happens if you cannot repair my boiler?](/content/help-centre/what-happens-if-you-cannot-repair-my-boiler/index.html)
- [What if my boiler cannot be fixed?](/content/help-centre/what-if-my-boiler-cannot-be-fixed/index.html)
- [What's classed as a non essential repair?](/content/help-centre/whats-classed-as-a-non-essential-repair/index.html)

## General questions

- [Am I limited to a set number of call-outs during the year?](/content/help-centre/am-i-limited-to-a-set-number-of-call-outs-during-the-year/index.html)
- [Do you cover dripping taps or dripping showers?](/content/help-centre/do-you-cover-dripping-taps-or-dripping-showers/index.html)
- [Do you protect all makes and models of boilers?](/content/help-centre/do-you-protect-all-makes-and-models-of-boilers/index.html)
- [Do you protect back boilers?](/content/help-centre/do-you-protect-back-boilers/index.html)
- [Do you protect commercial boilers?](/content/help-centre/do-you-protect-commercial-boilers/index.html)
- [Do you protect floor-standing boilers?](/content/help-centre/do-you-protect-floor-standing-boilers/index.html)
- [Do you protect LPG (bottled gas) powered boilers?](/content/help-centre/do-you-protect-lpg-bottled-gas-powered-boilers/index.html)
- [Do you protect oil-fuelled boilers?](/content/help-centre/do-you-protect-oil-fuelled-boilers/index.html)
- [What boilers do you protect as part of your cover plans?](/content/help-centre/what-boilers-do-you-protect-as-part-of-your-cover-plans-2/index.html)
- [Will Hometree still cover my boiler even if it's old?](/content/help-centre/will-hometree-still-cover-my-boiler-even-if-its-old/index.html)

## When things are going well

- [Can I add a family member to my account?](/content/help-centre/can-i-add-a-family-member-to-my-account/index.html)
- [Can I change my bank details?](/content/help-centre/can-i-change-my-bank-details/index.html)
- [Can I change the way I pay for my plan?](/content/help-centre/can-i-change-the-way-i-pay-for-my-plan/index.html)
- [How can I check what’s included with my contract?](/content/help-centre/how-can-i-check-whats-included-with-my-contract-2/index.html)
- [How do I change my address with you?](/content/help-centre/how-do-i-change-my-address-with-you/index.html)
- [How do I change the contact details on my plan?](/content/help-centre/how-do-i-change-the-contact-details-on-my-plan/index.html)
- [How do I renew my plan?](/content/help-centre/how-do-i-renew-my-plan/index.html)
- [How do I update my email address?](/content/help-centre/how-do-i-update-my-email-address/index.html)
- [I'm a landlord can you deal directly with my tenant?](/content/help-centre/im-a-landlord-can-you-deal-directly-with-my-tenant/index.html)

## When things are not going well

- [Can a Cover Package be transferred between two people?](/content/help-centre/can-a-cover-package-be-transferred-between-two-people/index.html)
- [How can I update my marketing preferences or be removed from your mailing list?](/content/help-centre/how-can-i-update-my-marketing-preferences-or-be-removed-from-your-mailing-list/index.html)
- [How do I cancel my Cover Package?](/content/help-centre/how-do-i-cancel-my-cover-package/index.html)
- [How do I make a complaint?](/content/help-centre/how-do-i-make-a-complaint/index.html)
- [I have an issue in my home – How do I request a repair?](/content/help-centre/i-have-an-issue-in-my-home-how-do-i-request-a-repair/index.html)
- [My Direct Debit has failed. What should I do?](/content/help-centre/my-direct-debit-has-failed-what-should-i-do/index.html)

- [How can I check what’s included with my contract?](/content/help-centre/how-can-i-check-whats-included-with-my-contract/index.html)
- [What boilers do you protect as part of your cover plans?](/content/help-centre/what-boilers-do-you-protect-as-part-of-your-cover-plans/index.html)
- [What if my boiler cannot be fixed?](/content/help-centre/what-if-my-boiler-cannot-be-fixed/index.html)
- [What’s the difference between Hometree boiler, central heating cover and home cover?](/content/help-centre/whats-the-difference-between-hometree-boiler-central-heating-cover-and-home-cover/index.html)
- [When will my annual service visit take place?](/content/help-centre/when-will-my-annual-service-visit-take-place/index.html)
- [When will my boiler be serviced?](/content/help-centre/when-will-my-boiler-be-serviced/index.html)

## Call-out fees

- [Does my cover plan include any costs to repair access’?](/content/help-centre/does-my-cover-plan-include-any-costs-to-repair-access/index.html)
- [How can I pay my call-out fee?](/content/help-centre/how-can-i-pay-my-call-out-fee/index.html)
- [Is there a fee to pay if I arrange a call-out?](/content/help-centre/is-there-a-fee-to-pay-if-i-arrange-a-call-out/index.html)

## Payments & Direct Debits

- [Can I change my direct debit?](/content/help-centre/can-i-change-my-direct-debit/index.html)
- [How do I make my monthly payments for your cover plans?](/content/help-centre/how-do-i-make-my-monthly-payments-for-your-cover-plans/index.html)
- [What is Direct Debit?](/content/help-centre/what-is-direct-debit/index.html)
- [Why do you use Direct Debits for payments?](/content/help-centre/why-do-you-use-direct-debits-for-payments/index.html)

## Pricing

- [Can I reduce the monthly premium by adding a call-out fee?](/content/help-centre/can-i-reduce-the-monthly-premium-by-adding-a-call-out-fee/index.html)
- [What are the prices at the time of renewal?](/content/help-centre/what-are-the-prices-at-the-time-of-renewal/index.html)
- [Will my cover package price increase?](/content/help-centre/will-my-cover-package-price-increase/index.html)

## General

- [How do referrals work?](/content/help-centre/how-do-referrals-work/index.html)
- [How much can I earn per referral?](/content/help-centre/how-much-can-i-earn-per-referral/index.html)
- [I can't find the terms and conditions for your referral programme. Where are they?](/content/help-centre/i-cant-find-the-terms-and-conditions-for-your-referral-programme-where-are-they/index.html)

## Recruits

- [I've been referred. When do I get my voucher?](/content/help-centre/ive-been-referred-when-do-i-get-my-voucher/index.html)

## Referrers

- [I can't find my referral link](/content/help-centre/i-cant-find-my-referral-link/index.html)
- [I've referred someone. When do I get my voucher?](/content/help-centre/ive-referred-someone-when-do-i-get-my-voucher/index.html)

## Call-outs

- [Can you install carbon monoxide detectors?](/content/help-centre/can-you-install-carbon-monoxide-detectors/index.html)
- [How do I arrange a boiler service?](/content/help-centre/how-do-i-arrange-a-boiler-service/index.html)
- [Is the call-out fee charged when I arrange an annual service?](/content/help-centre/is-the-call-out-fee-charged-when-i-arrange-an-annual-service/index.html)
- [What time will my appointment be? When will the engineer arrive?](/content/help-centre/what-time-will-my-appointment-be-when-will-the-engineer-arrive/index.html)
- [Will I be charged a call-out fee for every repair?](/content/help-centre/will-i-be-charged-a-call-out-fee-for-every-repair/index.html)

## Engineers

- [Are repairs carried out by your own engineers?](/content/help-centre/are-repairs-carried-out-by-your-own-engineers/index.html)
- [How does Hometree vet and approve their tradespeople?](/content/help-centre/how-does-hometree-vet-and-approve-their-tradespeople/index.html)

## Repairs

- [Is there a limit on the repair costs covered under my plan?](/content/help-centre/is-there-a-limit-on-the-repair-costs-covered-under-my-plan/index.html)
- [Self Help Repair Guides](/content/help-centre/self-help-repair-guides/index.html)
- [What is the maximum value of a single item repair?](/content/help-centre/what-is-the-maximum-value-of-a-single-item-repair/index.html)
- [What to expect on the day of your visit](/content/help-centre/what-to-expect-on-the-day-of-your-visit/index.html)

## Servicing

- [Can I contact my repair engineer directly?](/content/help-centre/can-i-contact-my-repair-engineer-directly/index.html)
- [Can I delay my ASV?](/content/help-centre/can-i-delay-my-asv/index.html)
- [Can you coordinate tenants for boiler service?](/content/help-centre/as-a-landlord-can-i-be-present-during-the-boiler-service-visit-or-can-i-provide-my-tenants-contact-details-for-coordination/index.html)
- [Can you service warm air heating systems?](/content/help-centre/can-you-service-warm-air-heating-systems/index.html)
- [Do you protect gas fires?](/content/help-centre/do-you-protect-gas-fires/index.html)
- [Do you protect Saniflo toilets?](/content/help-centre/do-you-protect-saniflo-toilets/index.html)
- [How can I book my annual boiler service when signing up?](/content/help-centre/how-can-i-book-my-annual-boiler-service-when-signing-up/index.html)
- [How do I change or cancel my repair appointment?](/content/help-centre/how-do-i-change-or-cancel-my-repair-appointment/index.html)
- [How do I get a copy of my annual service or landlord gas safety certificate?](/content/help-centre/how-do-i-get-a-copy-of-my-annual-service-or-landlord-gas-safety-certificate/index.html)
- [How does my annual boiler service get booked each year I’m with Hometree?](/content/help-centre/how-does-my-annual-boiler-service-get-booked-each-year-im-with-hometree/index.html)
- [How long does a boiler service take?](/content/help-centre/how-long-does-a-boiler-service-take/index.html)
- [I was given a 3 week deadline to reply, I’ve missed this – what happens now?](/content/help-centre/i-was-given-a-3-week-deadline-to-reply-ive-missed-this-what-happens-now/index.html)
- [My engineer hasn’t shown up for the service at the agreed time, what do I do?](/content/help-centre/my-engineer-hasnt-shown-up-for-the-service-at-the-agreed-time-what-do-i-do/index.html)
- [What does a boiler service include?](/content/help-centre/what-does-a-boiler-service-include/index.html)
- [What does an annual service visit include?](/content/help-centre/what-does-an-annual-service-visit-include/index.html)
- [What happens if my engineer finds a fault during the service?](/content/help-centre/what-happens-if-my-engineer-finds-a-fault-during-the-service/index.html)
- [What if I need to reschedule my annual boiler service?](/content/help-centre/what-if-i-need-to-reschedule-my-annual-boiler-service/index.html)
- [What is an annual service visit?](/content/help-centre/what-is-an-annual-service-visit/index.html)
- [When was your boiler last serviced?](/content/help-centre/when-was-your-boiler-last-serviced/index.html)
- [When will my boiler be serviced?](/content/help-centre/when-will-my-boiler-be-serviced-2/index.html)
- [Will you check my radiators?](/content/help-centre/will-you-check-my-radiators/index.html)

## Cancellations

- [I have applied for a Hometree Cover Package, but I have changed my mind – what should I do?](/content/help-centre/i-have-applied-for-a-hometree-cover-package-but-i-have-changed-my-mind-what-should-i-do/index.html)

## Next steps

- [What happens once I have taken out my plan?](/content/help-centre/what-happens-once-i-have-taken-out-my-plan/index.html)

## Property types

- [Can I buy Hometree Cover Packages if I rent or let my property?](/content/help-centre/can-i-buy-hometree-cover-packages-if-i-rent-or-let-my-property/index.html)
- [Do you offer service plans for mobile homes?](/content/help-centre/do-you-offer-service-plans-for-mobile-homes/index.html)
- [Do you protect commercial/business properties?](/content/help-centre/do-you-protect-commercial-business-properties/index.html)
- [Do you protect flats?](/content/help-centre/do-you-protect-flats/index.html)
- [What types of property do you protect?](/content/help-centre/what-types-of-property-do-you-protect/index.html)

## Signing up

- [Can I get another company to replace my boiler/system whilst under contract with Hometree?](/content/help-centre/am-i-allowed-to-get-another-company-to-replace-my-boiler-system-whilst-under-contract-with-yourselves/index.html)
- [Can I sign up today but have my cover start later?](/content/help-centre/can-i-sign-up-today-but-choose-a-future-date-for-my-cover-to-start/index.html)
- [Do you cover my area?](/content/help-centre/do-you-cover-my-area/index.html)
- [How long is the contract for?](/content/help-centre/how-long-is-the-contract-for/index.html)
- [Is there a limited number of repairs you offer per year?](/content/help-centre/is-there-a-limited-number-of-repairs-you-offer-per-year/index.html)
- [What if I already have a home emergency plan or home cover elsewhere?](/content/help-centre/what-if-i-already-have-a-home-emergency-plan-or-home-cover-elsewhere/index.html)
- [Will you need to inspect our system beforehand?](/content/help-centre/will-you-need-to-inspect-our-system-beforehand/index.html)