Home Emergency Response Cover Summary

 

Here is a list of common home emergencies that we can help you with

  • Your toilet isn't flushing or it's blocked and there are no other accessible toilets in your home
  • There is a blocked or overflowing drain within the boundary of your property
  • The kitchen sink is blocked and can't be used
  • You've had a DIY incident and accidentally put a hole in a water pipe causing a leak
  • All electrics are tripping in your home and you're continually resetting the fuse board to maintain the electrical supply
  • Loss of all the lights and/or power in your home
  • Cracked or smashed window(s) damaged by criminal behaviour or the weather, causing your home to be insecure
  • A wasp or hornet nest found inside or attached to your home
  • Failure or damage to a water supply pipe is causing flooding or loss of water to your home
  • You have a sudden and uncontainable leak from a water pipe
  • A storm has caused minor damage to your roof that can be fixed temporarily to prevent further weather damage
  • External locks are damaged due to vandalism or a break in
  • You are locked out or have lost your keys and have no spare set, and therefore cannot get into or secure your home
  • You've snapped a key in the door and are unable to get into or secure your home
  • You have discovered a gas leak between the meter and an appliance. (For your safety, if you smell gas, please call the National Grid before calling us)

Here is a list of common home situations that we cannot help you with

  • Any emergency which arises from circumstances that you were aware of before (or within 14 days) of the cover start date
  • If you or someone else has tried to make a repair, but has only made matters worse, we will not cover you for extra costs you may face. Our advice: call us first!
  • Dripping taps or showers
  • A front door won't unlock but it is secure and you can get in to your home through another door
  • Problems relating to internal doors
  • Leaks from your roof which are not sudden and unexpected
  • If you live in a property with shared facilities such as a flat for example, we cannot help with problems that relate to roofs, plumbing, drainage, electrics, doors or windows that are shared
  • Toilet that works but takes several attempts to flush, or one that isn't working when there is another toilet that all people in your home can use
  • Problems relating to faulty appliances
  • Partial electrical failure, for example if one light or one plug socket isn't working or the failure is limited to one floor or room
  • A window cracked or smashed as a result of accidental damage such as a ball being kicked through it

Please see the Home Emergency Response policy documents for full details of cover and exclusions.