Hometree
Reviews, experiences and complaints
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Hometree
Boilers
and heating systems aren’t overly complicated, but they are expensive. Requiring professional installation and maintenance, home boilers and heaters keep our United Kingdom homes warm in Winter and moderate in Summer. It is in Wintertime that boilers and heaters earn their keep in our homes by warming homes from the cold outside. Homeowners and landlords usually don’t like to interact with heating industry professionals as this is a costly exercise. Keeping a boiler and heating system in working order requires a maintenance schedule and due diligence. Perhaps you’ve searched for help in fixing, installing or replacing your boiler or heater, but you’ve become even more confused. A name you might have seen is Hometree. This company specialises in the servicing of boilers, heaters and home care. Read reviews of real-world customers and their experiences of using Hometree’s maintenance services, dealing with their staff and their customer service to make am informed decision on whether or not to engage with this company in business.
About Hometree
Hometree was launched in 2016 with its headquarters in London, England. This company offers homeowners and landlords with boiler and heater maintenance services structured in transparent ways with no hidden costs or complex contracts. They offer annual boiler service, wider central heating systems, gas boilers, flue, controls, home electronics, drains, plumbing, and gas supply piping changes. Their prices include all parts and labour, 24-hour emergency service and unlimited callouts with no price-hikes during contract periods. Customers can select their maintenance package according to their needs and budget with 3 packages available from covering only the home boiler with an annual service to full service to the entire heating and boiler systems, plumbing and home electronics interfaces.
Products and Services of Hometree
Hometree offers customers 3 levels of service, from a basic package to a comprehensive list of maintenance services. The first package, called “Your Boiler”, offers an annual boiler service, maintenance on the gas boiler, flue and controls. The second package, “Your Heating”, builds on the first package and adds maintenance to the wider central heating system. “Your Home” is the third package and adds plumbing, drains and home electronic controls to your annual boiler service, gas boiler, flue, controls and wider central heating maintenance. A customer can select the care package, select their payment options of monthly or annual, and Hometree will secure payment via debit order. Callouts requested by customers are completed within 48 hours. Requesting assistance can be made 24 hours a day via their website or call centre.
Compliments, Complaints and Tips about Hometree
If you’ve made use of Hometree’s maintenance and servicing for your heating system, we invite you to please share your experiences and reviews. How did you find their replacement parts? Did they repair your boiler properly the first time? Did Hometree hike the price during your contract? Were there other costs no disclosed to you in the contract? How would you rate their customer service? Would you recommend Hometree? Read our other customers’ reviews and experiences of Hometree’s boiler and heating system care services, their engineers’ service and their customer support.
Information
WC1H 9BB London
Hamilton House, 4 Mabledon Place, King’s Cross
United Kingdom
customer@hometree.co.uk
03309124843
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Reviews, experiences and complaints
Spotlight: What do our customers say?
All reviews ( 10 )
Got Plumbing services
I’m a retired heating engineer with 20 years' experience and I found your service second to none. Your customer support team is very efficient and helpful. I contacted the company’s agent called Daniel Wallace. He couldn’t have been more helpful and friendly. I had been let down by another company at the last minute as the water was coming up through the tiles of my kitchen. Daniel seemed knowledgeable and had all the answers. I explained everything to him and he made sure I got the exact cover I required. Within 24 hours, Hometree despatched an experienced plumber who came on time and resolved the crisis carefully and completely. Hometree has excellent service and would more willing to recommend it to others
HometreeLandlordsCover
I would just avoid hometree - they are fine for a service (but dont do it properly) they are fine for a gas safety certificate (but wont highlight any problems) and when and if you need to clain, they will use any excuse not to pay up:
Here's a rsponse from them, after 3 years of servicing a boiler:
On 30th March 2024 you logged a repair, with the job description 'The boiler keeps shutting off and has a small leak'
This was logged as an URGENT claim, and our engineer attended on 6th April, in line with the availability provided by yourself. The engineer diagnosed that there was a leak from the main primary heat exchanger, and that a complete new heat exchanger would be required to complete the repair.
As this is a main component of the boiler, this was deemed to be a repair that is economically not viable, the boiler was deemed beyond economic repair, and communication was sent to yourself regarding this on 6th April.
Our sales team then got in touch with you on 8th April, to discuss the diagnosis with you and introduce you to our financing options if you wished to purchase a new boiler.
You then advised us that the boiler is 4 years old, and sent through proof of this. At this point, it was found that this was the incorrect diagnosis for your boiler as you are an insurance customer with us, and due to the age of the boiler we should have been repairing or replacing the boiler. We apologise sincerely for the confusion and frustration this has caused you, and we have fed this back to the relevant team to ensure this is internally investigated.
As our initial outcome was incorrect, we then sent a job through to the manufacturer, Ideal, who are experts in your make and model of boiler, to attend as swiftly as possible and complete the repair to the boiler.
Ideal attended on 10th April, and completed the repair (replacing the main heat exchanger, sump and AAV, vessel flat, pumped water out of vessel and charged to 1 bar, replaced PRV, plate heat exchanger blocked on heating side, replaced plate heat exchanger, inhibitor added. burner gasket failed, replaced this. High Co readings, replaced gas valve and injector), but they also issued a 'DO NOT USE' notice and deemed the system at risk, as they found there was a gas leak. They also found installation faults, as below, and recommended that the installer put these faults right so that the system complies with current regulations.
• White of flue on show, installer to cut back flue
• Condensate incorrect diameter
• Condensate passing through wall and not insulated externally
On 10th April, you advised us that Cadent have attended and assessed, and advised the leak is in between the gas meter and the boiler. You advised that someone now needs to attend to fix the pipework.
On 11th April we sent you an email advising of the installation faults highlighted by Ideal, that would need to be rectified by the installer independently as they are not covered by your policy as per the policy terms and conditions:
We also communicated on the same day that we would require you to privately arrange leak detection and access to the gas leak, as leak detection and trace and access of the leak would not be covered by your policy. Once this had been completed we could then attend to assess with a view to repair/replace the gas supply pipe.
I then called you on 12th April regarding a post job survey, to take your feedback and assist where possible. You advised me on this call that you had instructed private trades to complete a gas supply pipe re-run at the property to bypass the leak. You advised that the gas pipe was being re-run around the exterior of the house, so that you could avoid having leak detection, which you wanted to avoid as it would involve the floor within the property being dug up. You also instructed the private engineer to rectify the installation faults highlighted by the manufacturer.
You have requested reimbursement of the private trades invoice totalling £1250.00 as you feel you should not have had to have this work completed privately.
With regards to the gas re-run work, we are an emergency service and we attend to make repairs. As you have had the gas re-run completed privately there is nothing now to repair. We rejected this work in line with the terms and conditions of your policy regarding trace and access of the gas leak, and therefore we would be unable to uphold your request for the reimbursement of the invoice for this work.
The installation fault advice will stand, as this came directly from the manufacturer and they are the experts in regulations regarding your boiler and associated pipework. To address your point, these faults would have been present during your Landlord Gas Safety Check completed by Preferred Management on 1st April 2023, and were not documented on the report following this visit. We will flag this to the relevant departments, as we take matters such as this very seriously. We apologise here for any concern caused.
I can see that there have been failings during this claim, as incorrect communication was initially sent regarding the claim outcome and this has caused unnecessary concern. For this error, I would like to offer a goodwill payment of £50 to reflect the frustration caused. In addition to this, there have clearly been delays in your claim, for which I know there has been inconvenience caused to yourself and your tenants. To acknowledge this I would like to also offer an additional £70 payment.
I appreciate this is not the outcome you had hoped for. To accept the goodwill payment of £120 in total, please advise me of your sort code and account number and I will process this as soon as possible for you. This would be our full and final offer of resolution, so please let me know if you are happy to accept, and if not then I can refer you to the ombudsman.
Fullcover
If I could give zero I would, no heating /hot water for 3 weeks and we are apparently ‘critical’ god knows how they treat regular customers. Fraudulent reports, conflicting emails and a catalogue of errors … now having to send this to ombudsman after having to get our own engineer and repair … an independent engineer has clarified that Hometree could not possibly have known what was wrong without viewing boiler yet Hometree have allowed reports to be written that are not true … repeated promises of managers calling us back but they never do … AVOID AVOID AVOID Don’t believe the positive reviews on trustpilot they are probably paid reviews or employees. Check out the real customer reviews on their social media accounts …
Hometree is a rubbish company, avoid it
Hometree is a rubbish company, avoid it!
In early Jan 2022, I called hometree for tap leak issue, they agreed to fix it and I paid the call-out fees. They came and said tap leak is not covered in their service. Hometreee closed the case without letting me know what went wrong.
In mid Jan 2022, My tenant told me it hasn't been fixed. I contacted hometree to cancel the service but hometree refuse to reply me.
In mid Feb, after tried many times to contact hometree but no reply. I wrote comment on trustpilot and I received reply immediately from their customer support. However, they said they need 6 weeks to think about it.
In early April, still no reply after waiting for 6 weeks. I contacted hometree. They admitted it was their fault to agree to fix the tap issue and want to refund me call-out fees. However, they still refuse to cancel the service and refund me the annual fees because they said I have made the claim.
I believe it is their fault to let me make the claim. They should allow me to cancel the service and refund me the rest of annual fees. If I paid it monthly I could leave the rubbish company immediately, however, I paid annual fees and they refuse to cancel and refund money.
Landlordsboilercover
I had arranged through my tenant for a an annual boiler service the engineer didn’t turn up no one informed me I had to call them to find out what happened
They took my tenants details haven’t called her to rearrange and lied and said they had
I have been told they can book in tomorrow and then not until 24th which is weeks away as my boiler is due for service tomorrow and my tenant is only available on Mondays
I am very disappointed and upset and will e changing to a trustworthy company
Boilercover
AVOID THIS COMPANY
2021: We had a service through HomeTree on Friday. The engineer broke the boiler when he put it up to pressure and he said he would get the part and get it fixed the next day (Saturday).
HomeTree then said that they had to wait for a quote (he said he'd sent it straight away) and would call back. They didn't see we had to chase them.
We phoned Friday. We phoned again Saturday. They said on Saturday that they couldn't get hold of the engineer. When we phoned again they said that the part was only available from 40 minutes away from us and the engineer would not go that far.
We asked if we could collect it ourselves. They said they would check.
We called again. They then said it was too late as it was now closed.
So we're without any hot water or heating for 5 days.
I work for the NHS and need to shower between shifts. They suggested we go round to someone's house to shower (during lockdown... 🙄🤷).
TL;DR. They broke my boiler and then wouldn't mend it for 5 days.
EDIT: they're now saying they can't do it until Wednesday at the earliest, despite it being THEIR FAULT it broke. No end in sight.
And pointless trying to reason with them.
2023:
We had a massive leak and our water tank failed.
Hometree said that replacing the tank would represent and "upgrade" and would not pay.
They also said they would not pay for a corroded pipe found on our service because that would also be an "upgrade".
We now have a £4k bill.
Customer services are shocking.
This company are charlatans.
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