Frequently asked questions
Who can buy this product?
You can only buy this cover if:
- If you own the home you're covering
- Your gas central heating and boiler are in good working order
- You do not currently have HomeCare or a similar product elsewhere
Can I control my account online?
Yes you can. Justclick here to access your account. Then follow the instructions.
To discover the benefit(s) of having an online account, watch this video.
What does an annual service include?
Your service includes a series of check(s) to make sure your boiler and central heating are running safely and efficiently.
Your engineer will check for water leak(s), damage and wear and tear. They’ll also carry out a few safety inspections, such as making sure your boiler is using the right amount of gas and not letting off carbon monoxide and other harmful gases.
If a service is included in your cover, we will let you know when it’s due. If it isn’t included,click hereto buy a one-off service.
*Your annual services may be more than 12 months apart.
Can I speak to someone if I have a question about buying HomeCare?
You can call us on 0333 202 9668 on Monday to Friday, 8am to 8pm, or on Saturday, 8am to 6pm. Or you can speak to one of our live chat team. Just click on the ‘Chat’ button in the corner of the screen.
We may record calls to help improve our service to you. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.
How do I book my annual service visit?
You can book an annual service visit using youronline accountor through our app.
If your service isn't due for some time, you might not be able to book it just yet.
For more information,watch this video.
*Your annual services may be more than 12 months apart.
How do I book a repair?
Click hereto access your account and book a repair in just a few click(s). Or book it on our app.
For more information,watch this video.
Why has my HomeCare price changed?
Your HomeCare price can change for a number of reasons, ourpricing guideprovides all the info on how we calculate things.
How much is the excess?
Excess is the amount you’ll pay for every completed repair. The higher the excess fee you select, the lower the monthly or annual price you pay. You can usually choose the amount of excess you’d like to pay when you buy your cover. Our excess options tend to be £0, £60 and £99.
If you have a £0 excess, you won’t pay any excess for a completed repair. If you have a £60 excess, you'll pay £60 for every completed repair. If you don't have a repair, you won't pay any excess. The same goes for £99 excess.
If you’ve already got cover with us, you can find your excess amount in your online account.
How quickly will you send an engineer when something goes wrong?
We offer a 24/7 service and for emergencies, we aim to get an engineer out to you within 24-hours if you call us before 5pm. Similarly, if you’re without heating or hot water, we’ll try to get to you within 48 hours. For any other repairs, we’ll aim to send someone to help within 5 days. You can find out more about what to expect from us and how we’re meeting these targets here.
