Hometree49 reviews
This score is based on 49 genuine reviews submitted via BritainReviews since 2021.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Mixed feelings after booking a repair
Not impressed, but not a lost cause either. I rang to book a repair for my mum after a neighbour tipped me off. The chap on the phone kept quoting an email that isn't mine, then read out a different mobile number. He clearly seemed to be reading old notes, maybe he was new. The call ended with him cutting me off, which felt rude. I have his name. If Hometree's management want to follow up, they can give me a call. It's untidy but probably solvable.
Cold start, decent finish
Waking up to a freezing flat on Thursday was grim — no heating, no hot water, and my dodgy back made it worse, so I needed someone quick. I rang the insurer and, well, it was a messy dance of dates and promises; they kept asking for three possible slots and nothing materialised for days. It felt like lip service, honestly. In the end I cancelled and booked a Gas Safe engineer myself; he turned up today and sorted it, so I'm relieved — not perfect but it works.
Little relief, big difference
quick sign-up, clear emails, nothing flashy but seemed sensible. The real turning point came when I had a drip through the ceiling into the extractor and I thought oh no, not again. I rang the emergency line and, honestly, they were calm and asked the right questions. They said they’d send someone that day and they did — later that afternoon an engineer made the place safe and left clear notes for the plumber to finish the job. I did have to nudge once, so it wasn’t perfectly smooth, but that moment when help actually arrived? Proper relief. I felt grateful it didn’t escalate and glad I’d kept the cover. Good little safety net for landlords, in my experience.
Buckets and broken promises
I'm told there's a £95 call‑out fee even though they found the leak during the service. I'm fed up and tempted to move providers once this is sorted, if it ever is.
Boiler Burnout: How Hometree Turned a Simple Fix into a Farce
I've been a Hometree member for years, so when a simple boiler repair turned into a drawn‑out nightmare, I felt obliged to warn others. In August 2025 I asked for a repair... an engineer came in September, identified three faulty parts, and recommended fixing them. Within an hour Hometree called to tell me the boiler was "Beyond Economic Repair" and pushed a full replacement, without any initial cost breakdown or discussion. Their definition of "repair" apparently includes a surprise upgrade to a brand‑new unit, a move that feels more about profit than service.
When I asked how they decide a boiler is BER, they quoted their Terms ... Conditions that if the repair cost exceeds the cost of a new boiler, they’ll recommend replacement. Do they think a "new boiler" means the market price of my existing unit? That was not my interpretation. I requested an itemised repair quote... the estimate was clearly lower than a new boiler, yet Hometree declared the BER decision final.
Their own complaints procedure was bypassed. Support sent me straight to the Dispute Resolution Ombudsman (DRO) instead of handling the issue internally. I still filed a formal complaint, only to receive a copy‑and‑paste denial. After filing with the DRO, Hometree stalled for five months, effectively waiting out the winter while I lived with a malfunctioning boiler and a vulnerable partner. The DRO finally ruled in my favour in January 2026, stating it wasn't satisfied that Hometree could refuse the repair, suggesting the company either misread or ignored its own terms, potentially harming many other customers.
Only after the award did Hometree replace two of the three faulty parts, and even then the promised escalation to the boiler manufacturer never happened... a local gas‑engineer did the work instead. Communication was contradictory, and promises were rarely kept. If consistency were a sport, Hometree would never show up for practice.
A few minimal positives slipped through: they supplied the requested information quickly (Ts...Cs, itemised quote... GDPR‑mandated), paid the DRO award when forced, repaired my immersion heater during the long wait, and eventually performed a partial boiler fix. If you're looking for a company that does the absolute legal minimum, Hometree fits the bill.
In short, Hometree's service reads like a manual on how not to treat customers: vague policies, ignored complaints, months‑long delays, and half‑hearted repairs. For anyone who values clear communication and a repair‑first approach, look elsewhere.
Star scores: Initial ordering was fine, of course, but nothing special. Service, as determined above, is not good. Pricing would generally be acceptable if I got what I paid for without fighting for it. And they failed to deliver on their promises.Agree , I have been in circles for last 4 days on long weekend, I have no power supply in power point , the man the sent last week, removed wires from the mother board ,who has gone to a wedding . They want to wait for this man to come from wedding and sort it next week as they have no electrician , shocking it is . If you call them they log it as new complaint , have no access to the previous notes , absolutely pathetic
Punctual and practical
Morning routine less faff — he arrived on time, fixed it quick.
Call sorted, delivery okay
Delivery okay, rep rang back when asked, slightly slow.
Helpful, could be quicker
Saw them via a neighbour's tip. Service felt practical, slightly slow but reliable.
Sorted, in the end
I knew I was happy when the plumber turned up, fixed the boiler quickly and cleanly — bit relieved, recommend booking.
Local, no faff
Needed help with a dodgy back during a flat move; local team sorted it, polite, no faff, relieved.
Cautiously pleased
Phoned to join boiler/central heating plan — wasn't expecting much after other firms, but Kate was clear and made it straightforward, so I'm cautiously pleased so far.
Warm again, not flawless
Was freezing after a leak, so I booked them. Booking was easy. Engineer turned up, fixed it and boiler heats properly now.
Sorted faster than expected
I logged in, booked an electrician, and he fixed the fault on his first visit — proper efficient. Bit surprised it was that smooth. Would recommend, though check availability times.
Quick fix, tiny snag
he forgot the overshoe covers inside, though.
Renewal handled quickly
I rang them last week to renew the policy, not expecting much, but the call was picked up straight away. The agent was friendly, professional and literally sorted the renewal quickly — felt relieved, quite glad it went so smoothly.
Nearly missed it, but sorted
I was halfway through signing up when a bloke on my doorstep, a disabled gentleman, distracted me — and I had to step out. The adviser popped back with a call surprisingly fast, stayed patient and we finished the switch easily. It felt really straightforward, like someone doing the heavy lifting. I've had worse waits elsewhere, so that was a nice surprise.
Oddly reassuring visit
Good job, though I wasn't expecting such a straightforward verdict. I needed the visit after switching to Hometree and being pestered by my old supplier about replacing the boiler. Paul from Gas Boiler Worx checked it, was blunt and honest and said the unit's fine for now. Relieved, a bit annoyed.
Not bad so far
I wasn't sure at first — price looked good but I worried about what was actually covered. The annual check was fine. Engineer was friendly, quick and the visit was included, which helped. Boiler's been quiet for years. The real test will be how they sort a proper fault when it happens. I'd ask about response times.
Leaky start, patchy follow-up
I spotted their flyer after a neighbour mentioned them and thought it sounded sensible — cover for boiler issues and all that. Trouble was, when a leak turned up it felt like I’d bought a promise rather than a service. They send out third‑party plumbers who, frankly, didn’t seem to know the job properly; one appointment was missed, a boiler service got cancelled the night before, and two weeks later the leak was still dripping. The reports from their contractors didn’t match what I saw on site either, which was confusing. In the end I paid a local plumber who sorted the lot in about 24 hours — that was a pleasant surprise, really. Tried to cancel the plan after a week and wrote in, but still waiting to hear back. The online portal is clear though, so that’s something.
Hot water crisis, lukewarm response
Woke up with no hot water and, well, all my doubts about this cover came rushing back. I’ve been paying about £300 a year and hadn’t needed them for four years, so I half expected it to be useful when the time came. Rang them, paid the £60 call‑out fee and asked for the earliest slot. The person on the phone was pleasant (honest, that helped), but they can’t get to me until Wednesday — about six days without a proper wash. I’m 72, recently widowed and a bit vulnerable, so that wait feels wrong. Glad the rep was kind, still disappointed overall.
About Hometree
In the United Kingdom, the average weather temperature ranges from 9 to 18 degrees Celsius which is very cold. The cold nature of the weather implies that people have to take measures to keep warm including wearing warm clothing as well as boiler and heating installation in homes and offices. Apart from installing the boiler and heater, there is a need to ensure constant maintenance of the system so that it does not suddenly stop working when the inhabitants of the house or office are exposed to harsh weather conditions. Thus, many companies are involved in the servicing of boiler and heating installations including Hometree. However, online visitors can read honest reviews about Hometree before deciding on them.
What is Hometree?
Hometree is a boiler and heat pump supplier that aims to help people manage their home infrastructure by offering installation and annual maintenance support to homeowners. In addition, the supplier works towards helping consumers have heat supplied safely in their homes while using less CO2 emissions. To accomplish this, the company installs and finances newer low-carbon solutions which include but are not limited to solar panels, batteries, and heat pumps.
About Hometree
Located in London, Hometree was founded in 2015 by Simon Phelan with the mission to provide homeowners with reliable boiler and heater maintenance services as well as home care plans that they can trust. Based on this, the business claims to provide promises that include maintaining the price for maintenance and when they have to hike the price, it would never be higher than the inflation rate of the UK. Furthermore, Hometree claims to provide transparent and simple communication that will be very clear to the users as well as providing home care plans that are focused on the customer. They claim to currently have thousands of happy customers and protect systems that are worth £30 million.
Products & Services of Hometree
The services of Hometree include central heating, gas boiler installations, flue and controls, home electrics, drains and plumbing, and annual servicing and maintenance calls. They can also provide a pipe for gas supply to connect gas appliances to a meter. Additionally, customers have the freedom to choose a monthly payment plan in 3 categories that include the boiler category, which provides them with only boiler services, the heating category which provides customers with the above-mentioned boiler and heating services as well as home electrics and drains as extras. For landlords, the company provides cover plans that also include annual gas safety checks with flexible payment plans and prices and hassle-free claims for tenants which are said to be unlimited throughout the year.
Moreover, Hometree claims to provide expert engineers who work on their team nationwide to do their installations and inspections of gas meters and pipework for homeowners. Additionally, the supplier claims to offer free replacement of boilers if they deem it beyond Economic Repair when boilers are under 7 years old.
Furthermore, homeowners could also look at other companies that provide the same service if they're not contemptuous of this business.
Hometree Contact & Customer Service
Hometree claims to have a comprehensive help centre which includes an emergency customer line for anyone experiencing leaks or heater issues. To book a repair, customers can use the brand?s online portal and be assigned an engineer at a time that suits them best. Furthermore, the company has 24/7 claim support which can be accessed through live chat Monday to Friday or on WhatsApp. Alternatively, consumers can fill out a complaints form on the website to get in touch with a consultant.
Hometree Whatsapp Phone Number: 03309124843
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Did the supplier agree to protect the boiler even when it is quite old? Were they able to send their engineers to service the boiler and heating devices or did they send a subcontractor engineer from another company? What was the efficiency of the engineers sent to fix your boiler and what rating would be given to their customer service standards? Would you recommend the services of Hometree to other people looking for reliable and affordable boiler and heating service companies?
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Details
Contact Information
Hamilton House, 4 Mabledon Place, King’s Cross
WC1H 9BB London
United Kingdom
Categories Hometree
House & Garden Reviews & Experiences | Services
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Last update: May 2026
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Boiler cover
Just Terrible Service. First boiler service wasn’t really a service, just an inspection. The engineer switched off the boiler and left it off without telling us. When boile... Read onBy: Neil meddick