HEA レビュー 

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2026年5月13日

Hi Roger,

Thank you for your kind review! We’re so pleased we could provide emergency assistance over the Easter weekend and that you experienced a rapid response along with courteous service throughout. Your recommendation and support are greatly appreciated!

Kind regards,
Nazeera.

HEA からの回答

2026年5月13日

Hi Dietlinde,

Thank you for your feedback. We’re sorry to hear you’re disappointed with how the issue was handled.

If you would like us to look into this further and review the engineer’s findings, please feel free to email our complaints team at complaints@homeemergencyassist.com
and they will be happy to investigate for you.

We appreciate you taking the time to share your experience.

Kind regards,
Nazeera.

HEA からの回答

2026年5月13日

Hi Karen,

Thank you for your wonderful feedback! We’re delighted to hear your claim was handled quickly and efficiently, and that our team and plumber provided friendly, punctual service. It’s great to know you were happy with the outcome. We really appreciate your kind words and your support.

Kind regards,
Nazeera.

HEA からの回答

2026年5月13日

Hi Rachel,

Thank you so much for your fantastic review and recommendation! We’re really pleased we could help so quickly, even on a Sunday. It’s great to hear our engineer was friendly, professional, and helpful throughout. Your kind words mean a lot to us, and we truly appreciate your support!

Kind regards,
Nazeera.

HEA からの回答

2026年5月13日

Hi Alan,

Thank you for your wonderful feedback! We’re so pleased to hear you received excellent service. Your support means a lot to us, and we look forward to assisting you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年5月13日

Hi William,

Thank you so much for the 5-star review! We’re delighted to hear you were happy with the service and that the repair was completed quickly. We really appreciate your kind words and support, and we look forward to helping you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年5月11日

Hi Dawn,

Thank you for your wonderful feedback! We’re delighted to hear that the engineer was prompt, courteous, and easy to talk to. Providing a smooth and pleasant experience is always our goal, and we truly appreciate you taking the time to share your experience with us.

Kind regards,
Nazeera.

HEA からの回答

2026年5月8日

Hi Angie,

We’re really pleased to hear that you found our pricing competitive, our website easy to use, and our staff pleasant and helpful. We also appreciate you highlighting the areas where we can improve.

We apologise for the lack of communication around your boiler service appointment and the delay in sending your service report. While we’re glad the team was able to arrange the appointment quickly and provide the report promptly once requested, we understand the inconvenience this caused.

As you mentioned, we have recently undergone a rebrand and implemented new systems, and we recognise there have been some temporary challenges during this transition. Your feedback is extremely valuable and will help us improve our customer communication going forward.

Thank you again for taking the time to leave a balanced and constructive review, we truly appreciate it and look forward to providing you with an even better experience in future.

Kind regards,
Nazeera.

HEA からの回答

2026年5月8日

Hi Gregg,

Thank you for your review and for choosing us for your appliance cover.

We’re delighted to hear that you found our pricing competitive and better value compared to other providers.

We also appreciate your honest feedback regarding the compulsory excess. Transparency is very important to us, and we’re sorry if this was not made clear enough during the sign-up process. Your comments are valuable and will be shared with the relevant team as we continue working to improve the customer journey and make key policy information more visible.

Thank you again for your feedback, and we hope to provide you with a great experience should you ever need to use the cover.

Kind regards,
Nazeera.

HEA からの回答

2026年5月8日

Hi Nicholas,

We’re pleased to hear the job was completed quickly and efficiently with no fuss. Our team always aims to provide a smooth and hassle-free service, so it’s great to know that came across.

We really appreciate your support!

Kind regards,
Nazeera.

HEA からの回答

2026年5月8日

Hi Alan,

Thank you for the fantastic review!

We love the “three P’s” punctual, professional, and polite — and we’re so pleased to hear that this was reflected in your experience with us.

Your kind words are greatly appreciated, and we’ll be sure to pass the feedback on to the engineer. Thanks again for your support!

Kind regards,
Nazeera.

HEA からの回答

2026年5月6日

Dear Mr Flaherty,

Thank you for taking the time to leave your feedback.

We are sorry to hear about your experience arranging your annual boiler service. As outlined in our final response, we appreciate the frustration caused by the delays and the need for you to make several follow-up calls after expected callbacks were not received.

We acknowledge that the level of service you received fell below the standard we aim to provide, and we understand your disappointment that the matter was only resolved after a formal complaint was raised. Following our intervention, your boiler service was completed within your current period of cover, and your feedback has been shared with the relevant service partner to help prevent similar issues in future.

We are sorry that this experience has affected your confidence in our service and regret your decision not to renew your contract.

Kind regards,
Customer Relations.

HEA からの回答

2026年5月8日

Hi Neil,

Thank you so much for your wonderful 5-star review!
We’re delighted to hear that you were happy with your annual LPG boiler service and that our engineer arrived on time and delivered the friendly, professional service you’ve come to expect from us.
Your continued trust and support mean a great deal to us, and we’re pleased to know you consider us a reliable company. We look forward to assisting you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年5月5日

Hi Anthony,

Thank you for your kind words and for taking the time to leave a review. We’re really glad to hear that you found our help and advice useful when setting up your policy.

If you ever have any questions or need further support, please don’t hesitate to get in touch—we’re always here to help.

Kind regards,
Nazeera.

HEA からの回答

2026年5月1日

Hi John,

Thank you for your kind words! We’re glad you found our pricing competitive and our communication helpful. We appreciate your support and look forward to assisting you again.

Kind regards,
Nazeera.

HEA からの回答

2026年4月30日 に更新

Good afternoon,

Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration.

Following a full review, we found that while there was clear evidence of a leak, the exact cause could not be identified without further investigative work. As this type of work falls under “tracing,” which is excluded under the policy, the claim decision remains unchanged.

That said, we do recognise that our communication during the process was not as clear or consistent as it should have been, and for that we sincerely apologise. To acknowledge this, we have offered a £100 goodwill gesture.

We understand you have chosen to refer the matter to the Financial Ombudsman Service, and we will of course fully cooperate with their investigation.

Kind regards,
Customer Relations.

HEA からの回答

2026年4月28日

Hi Carol,

Thank you for the lovely feedback! We're so pleased to hear you were happy with the service. It’s great to know our engineer made a positive impression and left everything clean and tidy. We really appreciate your support and look forward to helping you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年4月27日

Hi Jonathan,

Thanks so much for the great feedback! We're really happy to hear you had such a good all-round experience and found value in what we offer. We appreciate your support.

Kind regards,
Nazeera.

HEA からの回答

2026年4月27日

Hi Fathima,

Thanks for your feedback! We're glad to hear you had a good experience with our service. We’ll definitely keep working hard to maintain our pricing and deliver the same great value going forward. We appreciate your support and hope to assist you again soon!

Kind regards,
Nazeera.

HEA からの回答

2026年4月24日 に更新

Good Afternoon Mrs Nackvi,

Thank you for your feedback. We’re sorry to hear that you feel dissatisfied with your recent renewal experience.

We’d like to clarify that renewal terms, including premium changes and any applicable excess, are reviewed each year and can vary based on factors such as introductory discounts, previous claims history, and wider market conditions. In your case, the initial price included a significant introductory discount which no longer applied at renewal.

We also sent a renewal invitation in advance, which outlined the updated terms, giving you the opportunity to review or make changes before the policy renewed.

We appreciate that you raised your concerns with us directly, and we’re pleased we were able to reach a resolution by removing the excess, applying a loyalty discount, and agreeing a revised premium that you were happy to proceed with. We also ensured auto-renewal was switched off in line with your request.

We’re always happy to review policies and discuss options to suit individual needs, and we’re glad we could find a suitable outcome in this instance.

If there’s anything further you’d like to discuss, please don’t hesitate to contact our team.

Kind Regards,
Customer Relations.