UK Insurance Index HomeProtect
search advanced search
all categories ALL CATEGORIES
A-Z Categories

popular categories POPULAR CATEGORIES
Car Insurance
Home Insurance
Life Cover
Mobile Phone Cover
Pet Insurance
Travel Insurance

directory categories DIRECTORY CATEGORIES
Home & Property
Insurance Brokers
Life & Protection
Non UK Insurers
Pet & Animal
Personal Possessions
Specialist Cover

review categories REVIEW CATEGORIES
Car & Motor
Insurance Companies
Life Cover
Pet & Animal

article categories ARTICLE CATEGORIES
Car & Motor
Home & Property
Insurance Awards
Insurance Guides
Life Cover
Pet & Animal

news categories NEWS CATEGORIES
Business News
Car and Motor News
General News
Health News
Home & Property News
Life Cover News
Pet and Animal News
Travel News

Review of Homeserve Plumbing & Drainage

Submitted by E Debenham
Review Added: 4/3/2009 - Visitor Rating: 2.50 2.50 (2 votes)

Review Categories:
Home Insurance

Customer Review Comments:

Yesterday (3 March 09) at 2.15pm I noticed a dripping sound coming from under my kitchen sink cupboard. I removed the kick-plinth and found a large puddle, but the source was not evident. Worried, I turned off the stop-cock in the house and called Homeserve, with whom I have had a policy for several years (but, thankfully, have never had to call upon!).

The customer service chap advised that someone would call me back within two hours to confirm the appointment time for the plumber to attend. Two hours came and went ... no call. So, I called back and spoke to another chap, re-explained all that had happened and was told that the call had been booked with the plumbers but he was unable to get a response to his calls to them as they were not answering their phones. At this point I was told that the call had been passed through to the customer services department (so what department had I come through to?) and either they or the plumbers would call me within 30 minutes.

You guessed it! No call was forthcoming and I had AGAIN to call Homeserve, whereupon I was almost immediately transferred to the 'contractors' and was left on hold for over ten minutes (good job I don't mind a bit of The Beatles!). Exasperated and believing that everyone in the 'contractors' department had gone home (it was close to 5pm by now), I hung up and re-dialled the Homeserve number. This call was answered by a rather tetchy young lady who proceeded to advise me that the engineers had attemtpted to call me at 2.15 but had got no reply ~ rather strange as I had only just discovered the leak at that time and hadn't even called them ... are Homeserve employing psychic staff?? She then advised that she would transfer me to alternative engineers as the earliest the previous engineers could attend would be Thursday (5th March). I was again advised to expect a call from the engineers within 30 minutes.

Amazingly, within 15 minutes a 'charming' young man called Luke from PowerRod called and said that he would come out the following day. I explained that the problem was actually turning into a serious situation at this stage due to our lack of running water and heating and asked if he could attend earlier. After some grunts and noise almost akin to intelligible speech, including "well, that's not my problem" (to which I made the appropriate remark ~ best not repeated here!), he volunteered an apointment that evening between 9pm and 11pm (by now it was about 5.45pm). I enquired whether or not there would be any chance of someone arriving any earlier, but was greeted by a surly "I've given you the choice of tomrrow or between 9 and 11". Basically, a 'stuff you' attitude. This lad really needs some serious customer relationship training ~ accompanied by some manners.

Later that evening at just after 8pm a very welcome gentleman by the name of Mike from PowerRod arrived and within about 30 minites had assessed the problem and made repairs. I am inclined to think that Luke 'chickened out', particulalry after I had told him not to "adopt that tone with me".

In summary therefore, I am very ambivalent about the quality of service afforded to me by Homeserve throughout the entire experience and I am seriously reconsidering my policy renewal next time. Good customer service is the lifeblood of any business of this nature and Homeserve patently doesn't suffer from it very much!

Good Points: The very pleasant engineer who did turn up
Bad Points: Lack of call-backs from Homeserve at any time, depsite their claims to do so
Customer Service Rating: 0/5
Value for Money Rating: 5/5
Overall Rating: 2/5
Made a Claim? Yes
Recommended? No

Add your review

comments about this review

Do you agree with this review?

 Add Your Comment

share this review

Share this review:

rate this review

Rate this review:

Please rate this review of Homeserve Plumbing & Drainage
between 0 and 5 with 5 being top.
All ratings received for this review.

The comments in this review are the opinion of E Debenham and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
latest listings LATEST LISTINGS
UKinsuranceNet Home Insurance
Age Co Home Insurance
Protect Your Bubble Home Insurance - 25 cash back*
Policy Expert Home Insurance Comparison
Staysure Home Insurance

latest reviews LATEST REVIEWS
Domestic and General Washing Machine Cover
Key Connect Home Insurance
Warranty Shop Home Appliance Cover
RIAS Contents Cover
Homeserve Boiler Cover

latest articles LATEST ARTICLES
Home insurance complaints what you can learn from others misfortune
What happens when an insurer won't pay your home insurance claim
Home contents insurance - limit your risk with the right cover limit
Are you a victim of the home insurance postcode lottery?
Will a flood leave your home insurance high and dry?

Home | Privacy & Cookies | Terms of Use | Contact |

Page protected, do not copy

This website uses cookies to ensure a reliable browsing experience. If you continue to use this website you are consenting to us using cookies in this way. To find out what cookies are, which ones we use and why we use them please click here.

Copyright © 2020 UK Insurance Index. All rights reserved.
All directory listings, articles and reviews are provided as information only and do not constitute advice or a recommendation of any product or provider. If you use these insurers, we take no responsibility and give no guarantees, warranties or representations, implied or otherwise, for the content or accuracy of these third-party web sites or companies. If you have any doubts you should consult an authorised independent financial adviser for advice based upon your individual needs and circumstances. A database of advisers in your area is available at