FAQs - Better Home Cover

We remain fully open and operational throughout November during the latest Covid-19 restrictions.

FAQs

Who and What is Better Home Cover?

We are a service provider in Home Emergency Cover across the whole of the UK for homeowners and landlords. As soon as you join Better Home Cover we will service your boiler and we provide you with urgent assistance and repair in case of breakdowns or emergencies in the home. We are proud to offer the highest limits of repair cover, the fastest response times and the friendliest customer service.

We do things differently by doing them much better.

How do I switch from another provider to Better Home Cover?

We would love to have you onboard. All you need to do is cancel your existing policy and then sign up with us either online or over the phone. It takes about 2 minutes to sign up.

What happens once I sign up with Better Home Cover?

Your cover contract will begin immediately and we will contact you within 5 days to urgently arrange your boiler service and health check. If you taking out our Landlord cover, we will also arrange for your Gas Safety Certificate.

What is the maximum value that I can claim for?

£5000. This is industry-leading.

How long does it take to sign up?

It takes about 2 minutes. We just need your name, address and Direct Debit details. You will always be notified two weeks in advance by GoCardless.com before a direct debit payment is taken.

What are your opening times?

Our UK response centre is open 24 hours a day, 365 days a year.
Our customer service line for general enquiries is open Mon – Fri 9.30am to 5.30pm.

Do you cover all boilers?

We cover gas boilers, electric boilers, LPG-fuelled boilers and oil fuelled boilers.

How do I change or update my details?

Please send an email to HappyHelpers@betterhomecover.com or contact our customer services team in Fulham, London between the hours of Mon – Fri 9.30am to 5.30pm on 0800 082 0833.

What are your response times?

We aim to get to you within two to four hours, or another time of your preference. Our goal is to attend at a time that suits you, and that includes evenings and weekends.

Are all costs really included?

Within your cover service plan we will cover all the costs. If you have chosen a cover plan with £49 call-out fee, then that is all you will need to pay.

My boiler is old. Will you still cover it?

Our service plans cover all boilers up to 15 years old.

If we cannot repair your boiler, and it is under 7 years old we will replace your boiler for free (up to £5000). If your boiler is between 7 and 15 years, we will replace your boiler with a 30% contribution.

I am a Landlord; can I use Better Home Cover?

Absolutely. We have specific cover plans for landlords which include a CP12 Gas Safety Certificate (worth £45 and required by law) plus the vital boiler service.

When does my cover start?

Immediately. However please note all new cover plans are subject to a 30 day exclusion period.

Can I choose to pay monthly or annually?

All our cover plans can be paid monthly or annually. There is a 5 – 8% discount for paying annually.

How many repairs can I have every year?

You can have as many repairs as you require. We have a maximum repair limit of £5000.

I have questions, can I speak with somebody?

Of course. For emergencies you can always contact our 24hr UK response centre.  Our number is 0800 862 0833 option 1. For general enquiries our customer service line is open Mon – Fri 9.30am to 5.30pm. Our number is 0800 862 0833 option 5

How do the monthly payments work?

We use the secure and independent Direct Debit provider GoCardless. If you have chosen to pay monthly you will always be notified by email 14 days before any payment is taken.

Is the cover plan cheaper if I choose to have a call-out fee?

With all our cover plans you have the option to select a plan with or without a call-out fee. The monthly or annual payments are lower if you select to have a call-out fee. Our call-out fee is only £49 and you only pay it once per repair.

What is the call-out fee?

If you have chosen a cover plan with a call-out fee, then the £49 call-out fee is what you are required to contribute towards each repair. Please note you will only need to pay this amount once per repair.

How long is the contract for?

Our contracts are 12 months and will require renewal thereafter. We will contact you at month 11 to remind you of your renewal.

Will the price of my cover plan go up?

Your cover price is fixed for 12 months and will therefore not increase.

We have no plans to increase the cover price in your second year but may have to do so if we need to make many repairs at your property.

Why is the annual boiler service so important?

Your boiler must be serviced every year to keep it safe and running the way it should. A key part of our service is that we perform a full service which means we disassemble the boiler, clean it thoroughly and carry out a number of tests. This work is vital to ensure your boiler and wider heating system works efficiently and correctly. Don’t worry there is no mess and we will be finished in under an hour.

How long does the boiler service take and what does it include?

The boiler service takes less than an hour and we will also carry out some checks to your radiators and wider heating system. This means if something goes wrong in the future, we will have a better idea of what it might be and can repair effectively.

When will the boiler service and health check be carried out?

We will contact you within 5 days to arrange the boiler service at your convenience. We would like to carry it out as soon as possible, ideally within the first 5 – 10 days.

Do I need to be present?

You do not need to be present but we will require access into the property and there must be an adult (over 18) present. If you are a landlord then we can arrange access via your tenant or managing agent.

If you can’t repair my boiler, what happens then?

If it is impossible to repair your boiler, and it is under 7 years old we will replace your boiler for free (up to £5000).

If your boiler is between 7 and 15 years, we will replace your boiler with a 30% contribution.

I have changed my mind, what are my options?

You are able to cancel at any time within 14 days. Providing we have not made any repairs or carried out the boiler service there will be a full refund. If you wish to cancel please call us on 0800 862 0833.

Are your works guaranteed?

All our works are guaranteed for 12 months from the date the works were carried out.

Do you use brand-new and manufacturer-approved parts?

Yes. All parts and materials are brand-new and manufacturer approved. In some rare circumstances it may be impossible to obtain new parts as they are discontinued and we may source parts approved parts reconditioned by the original manufacturer.

Do you cover the whole of the UK?

Yes, we are proud to do so.

What don’t you cover?

We currently do not cover business or commercial premises, nor do we cover mobile homes.

What are your opening times?

Our UK response centre is open 24 hours a day, 365 days a year.

Our customer service line for general enquiries is open Mon – Fri 9am till 8pm and Sat 9am -3pm.

Do I need to pay the £49 call-out fee for every claim?

If you have chosen a cover plan with a call-out fee, then you will need to pay this fee. However, the call-out fee is only due once per repair. If we don’t fix it first time then you will not need to pay for our second visit.

How does Better Home Cover ensure the highest standards from their engineers?

In partnership with LIMemergency, we have a network of 3,500 engineers. These engineers have been thoroughly vetted and built up over a period of decades. We work hard to ensure the absolute highest standards with strict focus on expertise and customer service.

What do I do when my boiler stops working?

Just call our UK 24hr response team on 0800 862 0833 and we will get one of our gas-safe certified engineers to you right away.

How do I make a claim for repair?

Just call our UK 24hr response team on 0800 862 0833 and we will get one of our expert engineers to you right away. We answer 90% of calls in under 20 seconds, and 98% in under a minute.

What is the maximum value that I can claim for?

£5000 per claim. This is industry-leading.

Can you cover my Saniflo toilets?

Unfortunately, we are not able to do so.

Can you cover my gas fire?

Unfortunately, we are not able to do so.

How can I check exactly what my service contract covers me for?

Once you sign up, we will email you full details of your Better Home Cover plan. You can also access this information at any time on our website.

Please contact our customer services team on 0800 862 0833 if you have any questions.

How do I change or update my details?

Please contact our customer services team in Fulham, London between the hours of Mon – Fri 9am till 8pm and Sat 9am -3pm on 0800 082 0833.

Can I move my cover contract to my new house?

Yes of course. Please notify us of your new details as soon as you move. We will need to carry out a new boiler service and health check for your new property.

How can I renew?

We will get in touch with you one month before your contract expires to inform you that it is time for your renewal. Unless we hear from you otherwise, we will renew your contract automatically to avoid any loss of cover.

How do I make a complaint?

We take your concerns very seriously and will do everything we can to make it right.

Please write to our MD (mads@betterhomecover.com) with your complaint. We will acknowledge receipt and work to resolve your issue within 5 days.

You can also call us on 0800 862 0833 and we will be very happy to assist.

Are you an insurance provider?

The Better Home Cover Ltd provides boiler servicing, gas safety certification and home emergency response for homeowners and landlords. It is important to note that this is not an insurance policy and is therefore not regulated by the Financial Conduct Authority. Please read these terms and conditions thoroughly to confirm that the Home Emergency Cover you have purchased meets your requirements. If anything is incorrect, or you have any questions, you should contact us immediately. Please note that we shall decide how we service this contract and may at our discretion use the services of manufacturers or other parties to fulfil our obligations under this Home Emergency Cover contract. Any costs that you incur by employing any party other than us to undertake any repairs shall not be reimbursed under this contract.