Homeserve - any positive stories?

[SALLIEE5]

We recently bought a house (without getting a drain survey). Our budget is shot given the amount fo work we had to do.
We noticed a lot of damp in the back walls which wasn't clearing after other attempts - not relevant here. Sio we had CCTV of our drains and they need to be replaces at a cost of £2.5k. I checked my house insurance and as it is probably wear and tear we are not covered.
After my panic about where we might find the money I remembered that I had taken out Homeserve plumbing and drainage insurance for £1/mth. I called them and they are happy to come and investigate and fix all for a £30 excess so a guy is coming on Sunday.

My question is that the reviews for Homeserve are shocking. Do I even let them do the work? Has anyone had any positive experiences? Given that I know what needs to be done from our independent survey can I just let Homeserve engineer do the work assuming he follows the same path of repair?

Many thanks,
Sally

I’ve called them out 3 times and they’ve been brilliant each time, albeit 2 were minor issues (fix toilet/taps) and the major issue was ultimately the responsibility of Thames Water (but Homeserve came out, diagnosed and advised who to contact)

Absolutely no complaints from me.

Thanks really good to hear some positivity!!

I’ve always found them great. Where have you heard only bad reviews from?

I’m glad to hear that! Online reviews are pretty bad!

I’m glad to hear that! Reviews online are pretty bad!

I’ve called them out twice. Both times were fine.

Be careful around renewal tome, the premiums jumped massively after the intro offer of £12. I’m not sure I will renew this year.

I just cancelled my Homeserve policy - first year £8 a month - second year they wanted £20 a month but finally agreed on £9.50. This year they wanted £24 and the most they could reduce it to 'by cutting all sorts of additional cover' was £19 which I can't afford so I cancelled it. There was a real hard sell by the customer service chap to make me change my mind but at the moment £20 a month up from under £10 is a big jump that I just can't afford right now. I really hope the decision doesn't come back to bite me!

My experience with homeserve is that they will fix leaks and other emergency fixes, but anything that needs longer term (due to wear and tear) repair and replacement won't be covered.

It's good that they're coming to take a look but I wouldn't have my expectations too high that they'd be able to fix the cause of the issue on the spot. However they should be able to patch any emergency repair that they see.

@PhilipJennings Thanks - yes this is what I am wondering. I think he drain has been leaking for many years and it really does need replacing. The gully is leaking and all the joints are disjointed.

@Blobby10 When I trawl thought heir negative feedback online it seems to be mostly people complaining about the cost of the premium going up. I really want to know what sort of work they will do.

Hi
How did you get on?
I note it was close to lockdown?

I’m thinking of using HomeServe for a myriad of drainage/plumbing issues.

Absolutely Disgraceful Service – Engineer Didn’t Even Diagnose the Issue!

I had an emergency boiler breakdown while having a 5-month-old baby in the house, and HomeServe completely failed to provide the service I paid for.

1. Delayed Response in an Emergency

Despite having emergency cover, no engineer was sent on the same day. Instead, one arrived the next day—completely unacceptable, especially in cold weather with a baby in the house.

1. Lack of Consideration for Customers

We had informed HomeServe that we weren’t staying in the house due to the cold and requested a 30-minute notice before the engineer's arrival. Instead, we got a last-minute call saying he would arrive in 10 minutes and wouldn’t wait. This lack of flexibility was already a red flag.

1. Engineer’s Complete Lack of Effort

When the engineer arrived, all he did was open the boiler, look at it for two minutes, and leave—without testing anything! No diagnosis, no attempt to figure out what was working or not. He simply repeated, “I will send my report.” And when my wife asked for more details, he refused to elaborate.

1. Unjustified Report & Convenient Payout

The so-called "report" listed multiple parts needing replacement—conveniently pushing the repair cost beyond their coverage limit. As a result, they simply issued a small payout and walked away from the problem.

1. Rude and Dismissive Customer Service

When I raised a complaint about the lack of diagnosis, HomeServe’s customer relations team was extremely rude, dismissing my concerns and blindly defending the engineer’s actions. When I pointed out that the engineer didn’t even test anything, they refused to acknowledge it.

1. A Proper Engineer Proved Them Wrong

A second engineer (from another company) actually diagnosed the issue properly—testing connections, checking which parts were functioning, and even fixing a blown fuse. This showed how HomeServe’s engineer simply lied and refused to do his job.

Bottom Line: HomeServe’s so-called emergency cover is a joke. Their engineers don’t even try to fix anything, and their customer service is downright disrespectful. If you’re considering HomeServe, think twice—they might just take your money and leave you in the cold, literally.

Would not recommend!

We had an offer from our water supplier that gave the first year for £1 a month so signed up (£30 excess for each call out). Used them once for a blocked toilet that i couldnt resolve myself. They came out when they said they would, diagnosed the blocked drain outside without even needing to come inside and unblocked the drain in 10 mins. Service was fine

My 86 year old mum had a leak last night . Came through bathroom and poured into kitchen . Homeserve was phoned , message left , they have just rang to say can’t come out for 48 hours as it’s their policy. No budging. Waste of money her paying this for many years.The electric is turned off , she needs it checking . No point on getting this policy . Didn’t even get an appointment for in a few days….nothing .