If you have Home Membership call our emergency helpline:
0800 316 3983
Lines are open 24 hours – please have your Home Membership number and your postcode handy. We'll send a tradesman to your home as soon as possible.
For any queries about your Home Membership policy or to amend your cover call:
0800 197 4676
Or if you want to get a quote for Home Membership:
0800 107 1031
Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm
Yes. If you have an emergency at home right now, call 0800 197 4184 to get help straight away.
We'll tell you how much it will cost to fix the problem and will send a tradesman as soon as possible.
While you're on the phone we can also also arrange cover for future emergencies or routine repairs over the next 12 months.
You can get assistance from the 15th day after the start date of your Home Membership cover. This only applies at the start of your policy and not when you renew your cover.
You're not covered for problems that you knew about when you bought the cover or problems that happen before the 15th day of your cover.
You can call for assistance as many times as you need to, there is no limit on the number of call-outs.
Unlimited call-out, labour, parts, materials and VAT costs are covered for all Home Membership cover options.
For most customers an excess is optional. You can choose a £50 excess, a £99 excess or no excess at all. If you choose an excess, this is payable for each call-out you make.Back to top
You're not covered for the shared bits of flats or maisonettes with shared facilities, so the following types of claim are not included:
Central Heating Emergency Response and Central Heating Response Plus cover is the same for flats as for a house or any other eligible property.Back to top
You can change the address for your Home Membership as long as we are able to insure your new home. Call us on 0800 107 1031 to let us know about your change of address.
If you move and have central heating cover we'll inspect your central heating system to make sure that we are able to support it and that it is in good working order.
Yes, our approved installation partners supply and install 'A' rated energy efficient boilers, and ensure you get the best quality service at a low price.
In addition to the boiler warranty, we back up your entire central heating system for one year following installation. This includes controls, pumps and radiators.
Get the right boiler for your house.
Yes, you can. Usually a landlord takes care of emergency repairs, but you can get cover if you rent property from a private landlord. You'll be asked to confirm that your landlord is happy for us to carry out work at their property when you make a claim.
We are unable to cover social or housing association tenants.
Please call us on 0800 197 4180 to buy cover for the property you're renting.
Yes. Home Membership is available for your home and if you have up to two rental properties we can cover those too.
You may give your tenants permission to contact us for assistance. If you give your tenant permission to call us on your behalf you should give them the Home Membership number to quote when they call.
One. Each property requires its own Home Membership.
No. A Gas Safety Record (CP12) should be obtained via an annual check, completed by a Gas Safe registered engineer.
As a landlord, you should ensure gas appliances are serviced in accordance with the manufacturer's instructions. If these are not available, it is recommended that they are serviced annually, unless advised otherwise, by a Gas Safe registered engineer.
Annual safety checks should be carried out on each gas appliance and flue. Before any new lease starts, make sure that these annual checks have been made within one year before the start of the lease.
All installation, maintenance and safety checks must be carried out by a Gas Safe registered engineer, and a record of each safety check kept for at least two years.
Copies of the latest safety check record (CP12) should be given to existing tenants within 28 days of the check being completed, or, to new tenants before they move in.
Both heating options cover domestic gas boilers of any age as long as essential working parts are readily available.
Cover is not available for:
You should be able to find this in the manual the manufacturer gave you. If you can't find it or haven't got the manual, please contact the manufacturer to check.
Yes, you get boiler cover for a full 12 month period without any exceptions.
Central Heating Emergency Response and Central Heating Response Plus both allow you to make as many claims as you need to for a boiler breakdown, where you have no heating and/or hot water.
Central Heating Emergency Response provides cover for emergency repairs following a sudden and unexpected failure of your central heating or gas boiler which leaves you without hot water, heating or both.
Central Heating Response Plus provides the same emergency cover as Central Heating Response Plus but also gives you cover for routine heating repairs, like a faulty radiator or you boiler not starting at the programmed time. It also includes a boiler inspection and annual service.
Within 42 days of your cover start we'll carry out an inspection of your boiler and central heating system. Our usual servicing hours are 9am to 5pm Monday to Friday, but we may be able to offer weekend and evening appointments during the summer.
Yes, if you give us more than 24 hours notice, you can rearrange the appointment without charge. Please call us on 0800 316 3983.
If you rearrange the appointment within 24 hours of the appointment we may charge an attendance fee.
If your boiler passes the safety inspection we'll give you details of the work completed and any important information about your specific make and model.
If your system fails the inspection you'll need to pay for any work that needs to be done before we can support your system. We'll give you an itemised quote and if you want to go ahead with the work we'll arrange a convenient appointment to complete the work.
You also have the option of getting the problem fixed by your own engineer, but any work should be completed within 14 days of the inspection.
If you decide you would prefer not to get the work done we'll give you a refund for you cover less the cost of the inspection.
0800 197 0610
0800 197 4184