HomeServe UK: most-reported complaints
Automated analysis of 3,497 public Trustpilot reviews published 2026-03-04 to 2026-09-27. TrustScore 4.6 from 191,540 total reviews — see the Trustpilot page. Quick answer: is HomeServe UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 34% of the 825 complaints identified in the last six months. Poor core service and missed appointments are also frequent issues, representing 26% and 25% of complaints respectively. A smaller portion of reviewers, 8%, cite faulty products as a primary concern. While reports of poor core service are trending downward, the other main issues remain flat.
How to reach HomeServe UK
These are the contact details HomeServe UK publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0330 0247 999, email [email protected], address Cable Drive, Walsall, WS2 7BN, GB.
The company claimed its Trustpilot profile on 2023-12-08, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 104 of 225 in Insurance Agency. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HOMESERVE LIMITED (no. 02648297), active, incorporated 1991 (34.9 years); next accounts due 2027-09-30, last accounts filed 2026-06-23. 7 current officers (56 on record historically), 5 resignations in the last 24 months; 8 filings in the last 12 months (871 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 2.5★ on Google (0 reviews) · 4.5★ App Store (1,237)
TrustScore over time
4.6 → 4.6 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 0.0d) · 2026-08-18 (100%, 0.0d) · 2026-08-21 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-09-01 (100%, 0.0d) · 2026-09-04 (100%, 0.0d) · 2026-09-07 (100%, 0.0d) · 2026-09-10 (100%, 0.0d) · 2026-09-13 (100%, 0.0d) · 2026-09-16 (100%, 0.0d) · 2026-09-20 (100%, 0.0d) · 2026-09-23 (100%, 0.0d) · 2026-09-27 (100%, 0.0d).
Severity: 20% of this company’s 825 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 49% of 287 one-to-three-star reviews were 1★; in September 2026, 50% of 135.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 12.5 days between the experience and publishing their negative review (925 reviews record both dates).
What their policy promises
complaint process: quickly and fairly
“We make sure that we respond to and resolve customer complaints quickly and fairly.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 922 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 922 company replies to negative reviews analysed, 66% engaged with the specific problem and 23% were generic templates.
What employees say
Employees rate HomeServe UK 3.7★ overall from 1,144 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2844 company-invited reviews in the recent window average 4.62★, while 53 organic (uninvited) reviews average 2.85★.
8% of its 2309 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 34% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 33,340 of this company’s 191,540 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about HomeServe UK?
Support unhelpful
283 reports · 34% of complaintssteady“failed to resolve the problem. Each time I had to wait in for up to ten hours, they either failed to turn up”
The company replied on 2026-09-04: “Thank you for sharing such detailed feedback. We can appreciate how frustrating it must have been to deal with a wasp nest issue over such a prolonged period, particularly when appointments did not…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“IT WAS WORKING. Not in contract.”
The company replied on 2026-08-24: “Hi John, Thank you for taking the time to share your experience. We're sorry to read how frustrated and disappointed you feel following your recent claim. We appreciate why you would be concerned,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“at least 10 phone calls,2 x no show, various engrs. who did not know what to do”
The company replied on 2026-08-14: “Thank you for taking the time to share your experience. We're sorry to read you were not happy with your claims experience, this is certainly not how we wish our customers to feel. From our records I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Poor core service
213 reports · 26% of complaintsfalling“at least 10 phone calls,2 x no show, various engrs. who did not know what to do”
The company replied on 2026-08-14: “Thank you for taking the time to share your experience. We're sorry to read you were not happy with your claims experience, this is certainly not how we wish our customers to feel. From our records I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“He then left. Because of his demeanour we didnt feel confident with his work”
The company replied on 2026-09-04: “We're sorry to read that this experience left you feeling disappointed. While it's positive that our engineer was able to attend quickly after you reported the issue, we appreciate your concerns…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“WHY DIDN’T THE ENGINEER TEST THE BOILER BEFORE HE LEFT MY PREMISES?”
The company replied on 2026-08-13: “Thank you for taking the time to share your feedback Kevin. We're pleased to hear that you found our customer service team helpful when you got in touch, but we're sorry to learn about the issues you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Missed appointments
208 reports · 25% of complaintssteady“failed to resolve the problem. Each time I had to wait in for up to ten hours, they either failed to turn up”
The company replied on 2026-09-04: “Thank you for sharing such detailed feedback. We can appreciate how frustrating it must have been to deal with a wasp nest issue over such a prolonged period, particularly when appointments did not…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“at least 10 phone calls,2 x no show, various engrs. who did not know what to do”
The company replied on 2026-08-14: “Thank you for taking the time to share your experience. We're sorry to read you were not happy with your claims experience, this is certainly not how we wish our customers to feel. From our records I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Didnt book appointment. Was left for 28 hours without toilet”
The company replied on 2026-08-12: “Thank you for taking the time to leave a review Mrs Smith. We're sorry to hear that the automated system did not recognise the urgency of your situation and that this resulted in a delay to your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Faulty product
68 reports · 8% of complaintssteady“done to a cow boy standard”
The company replied on 2026-09-19: “Thank you for taking the time to share your feedback Rachael. We're sorry to hear that your experience has not met your expectations. We understand your concerns regarding the quality of the repairs,…”
Our classifier read this reply as a template response.
“I have now been without hot water for 3 weeks, due to my boiler breaking down”
The company replied on 2026-08-28: “Thank you for taking the time to share your experience. We're sorry to read how disappointed you are, particularly after being without hot water for such a long period and following multiple visits…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Boiler playing up in May, called them they sent out a 3rd party plumber 4 times. Nothing fixed”
The company replied on 2026-08-27: “Thank you for taking the time to share your feedback Angelique. We're sorry to read about your experience, particularly after being a customer for so many years. We understand how frustrating it must…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
58 reports · 7% of complaintsrising since 2026-08“By 6pm, no staff had called. I called the service centre and waited 25 minutes before someone answered.”
The company replied on 2026-09-04: “We're concerned to read that your appointment did not go ahead as expected. Having received a confirmation for a 12pm to 6pm slot, we appreciate how frustrating it must have been to wait for the…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“They never came (after many attempts). I waited two weeks with NO replies”
The company replied on 2026-09-23: “Thank you for sharing your feedback. We're concerned to read about your experience and understand how frustrating this situation must have been, particularly given the concerns you've raised about…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“no word from their complaints department”
The company replied on 2026-09-18: “Thank you for taking the time to share your feedback Yiota. We're sorry to learn of your concerns regarding the information provided during your claim and that you have not yet heard back from your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Warranty disputes
55 reports · 7% of complaintsrising since 2026-08“IT WAS WORKING. Not in contract.”
The company replied on 2026-08-24: “Hi John, Thank you for taking the time to share your experience. We're sorry to read how frustrated and disappointed you feel following your recent claim. We appreciate why you would be concerned,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Not covered for leaking shower cancelled policy”
The company replied on 2026-09-11: “Thank you for taking the time to leave your feedback George. We're sorry to read that you were disappointed with the outcome of your claim and that this has led you to cancel your policy. From the…”
Our classifier read this reply as a deflection.
“We would have to locate and purchase a suitable tap, and HomeServe would then fit for us.”
The company replied on 2026-08-27: “Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. I have looked into your claim and I can see that our engineers attended…”
Our classifier read this reply as a substantive response.
Compare HomeServe UK with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.