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Frequently Asked Questions

Joining HouseStars

I am interested to sign up, can i speak to someone?
Certainly! Our customer support team is dedicated to assisting you and ensuring that you have the appropriate service and support. You can reach us at 0330 050 4404, option 1, during the following hours: Monday to Friday: 9:00 a.m. – 5:00 p.m. Saturdays: 9:00 a.m. – 2:00 p.m. Feel free to contact us within these hours, and we’ll be happy to address any inquiries or concerns you may have.
Can I signup today and select a future start date?
Absolutely! During the checkout process you will have the option to select the date you wish your service agreement to start. Please note: your initial payment will be taken around 30 days after your selected start date. This will then be followed by a further 11 monthly payments taken on or around the same date as your initial payment.
How do I my multi-property discount?
Please speak to our friendly customer support representatives on 0333 050 4404. They will be able to offer the discount once they have verified your details. Alternatively, you may email us at customerservices@housestars.co.uk.
How do I pay - monthly or annually?
You will pay monthly via a direct debit.
Are your gas engineers vetted?
Absolutely! Our skilled engineers undergo thorough vetting to meet the highest standards. Here’s a breakdown of what we do: We carefully audit and inspect every job upon completion. We verify that our engineers have valid Public Liability Insurance. We check their trade qualifications, including their Gas Safe® Registration, to guarantee they are fully qualified for your repair. We establish service level agreements to ensure your expectations are consistently met. We ensure strict adherence to Health and Safety regulations for your peace of mind.
Does home care plan include free annual gas boiler service?
Yes, our home care plan includes a free annual gas boiler service. We are committed to ensuring the optimal performance and safety of your heating system.
Does landlord plan include free Gas safety certificate and boiler service?
Correct. All landlord cover as a standard gives you a free gas safety certificate (CP12) and annual boiler service – total value of £170!
What is the duration of the agreement?
Our agreements have a minimum duration of 12 months, ensuring your commitment to us is limited to a one-year period. One of the key benefits of HouseStars home and landlord cover is that depending on factors such as no claims, multi-property cover, and renewals, our offers can be particularly attractive to our long-term customers, potentially saving them hundreds of pounds each year. To facilitate a smooth renewal process, you will receive an email 30 days before the conclusion of your Fixed Price Term, outlining your renewal price. It’s crucial to keep your email address updated in your customer portal to ensure timely communication. Occasionally, email filters may direct this message to your spam folder, so please be vigilant in checking. Should we not receive any communication from you within the 30-day period, your contract will automatically renew for an additional 12 months. If, upon receiving your renewal notice, you decide to cancel the policy, please contact us at 0333 050 4404. It’s important to note that cancelling your direct debit does not terminate the contract.
When can I make my first repair booking?
You will be able to book your first urgent repair after 30 days of ‘cool off’ period. For emergency repairs ( example – uncontrollable water leak), you can book after 14 days.
Is there a call out fee?
Upon signing up, you have the flexibility to choose both your plan and the preferred call-out fee. Your monthly charge will vary based on the option you select. However, regardless of the plan you choose, you will be required to pay the fixed fee amount you’ve selected each time you book a repair. This gives you the freedom to customize your plan according to your preferences and budget while ensuring transparency in the charges associated with each service call.
What areas of the UK do you cover?
Our business is experiencing rapid growth, and currently, our services are available in Greater London, Berkshire, Bucks, and Surrey. To ensure accurate information during the application process, you can verify service availability either through our website or by contacting us over the phone. We’re dedicated to expanding our reach to provide quality service, and we appreciate your interest in our growing network.
Do you need to inspect my boiler first before joining?
No, by signing up to our service agreement you are confirming that your boiler and central heating system are in good working condition, with no pre-existing faults at the time of taking out your plan.
Who runs the business?
You can find out more about our senior management team at the ABOUT section of our website.

Repair & Services​

How can I book a repair?
You can easily book a repair online through our website or call us on 0333 050 4404.
What is your response time for repairs?
In case of emergency repairs, particularly uncontrollable water leaks, our average response time is just three hours. For urgent repairs, such as the loss of heat or hot water, you can expect us to respond within an average time of 24 hours. For all other general repairs, we’ll make every effort to accommodate your schedule by scheduling them for a convenient day and time slot.
What happens if you can not repair my boiler?
We’re committed to supporting you, and in the event that your boiler cannot be repaired, we offer assistance in the form of a contribution. We will cover up to 15% of the cost of a new boiler unit with a similar capacity. Please note that this contribution covers the cost of the new boiler itself, excluding fitting or labour charges. We take care of sourcing and fitting the boiler. If you find our quote acceptable, we proceed accordingly. However, should we be unable to repair your boiler and you choose not to proceed with the replacement, you have the option to terminate your contract with immediately. Our goal is to provide flexibility and a hassle-free experience for our customers.
I have a home cover, when my boiler will be serviced?
We conduct complimentary annual boiler services between March and September, timed around the anniversary of your plan start date. This strategic scheduling ensures a swift emergency response during the winter months when demand is high. A month prior to the annual boiler services in your area, we’ll get in touch to coordinate a convenient day for the appointment. Even if your service happens to be overdue, rest assured that it won’t impact your support or hinder your ability to schedule repairs through our 24/7 online customer portal. Your satisfaction and uninterrupted service remain our top priorities.
I have a landlord cover, when can I expect my boiler service and gas safety certificate?
Ensure the seamless renewal of your gas safety certificate by scheduling your appointment up to one month before the current one expires. We carry out the annual gas boiler service and the new gas safety inspection together. Look out for an email invitation to book the service, or feel free to call us at 0333 050 4404. As a landlord, it’s your responsibility to ensure these crucial appointments are promptly booked with us.
What is the difference between emergency and an urgent repair?
We prioritize the resolution of issues related to the loss of hot water as urgent repairs. Additionally, during the winter months (September – February), complete loss of heat is also classified as an urgent repair. Our commitment is to address all urgent situations by no later than the following working day, ensuring prompt attention when suppliers are open, and necessary parts are available. As outlined in the terms and conditions of your agreement, an emergency situation is defined as a sudden and unforeseen escape of water or an uncontrollable water leak that: 1. Cannot be halted by turning off the stop tap. 2. If left unattended until the following working day, would lead to further damage to your property, 3. Cannot be contained for at least seven hours by placing a container under the leak. Your understanding and cooperation in identifying and addressing these emergency situations promptly are essential, and we appreciate your proactive approach in safeguarding your property.
I have moved home, what happens to my cover?
To ensure your new property is eligible for our service agreement, you will need to call us on 0333 050 4404 so an advisor can process the change for you.
How do I cancel my service plan?
To discuss options concerning your plan, including cancellations, please speak to our friendly team of advisors by calling us on 0333 050 4404. For details of our cancellation process, see our Terms and Conditions document. Please note – cancelling your direct debit does not cancel your agreement with us.
What is your complaints procedure?
We are dedicated to enhancing our systems and procedures continually to uphold the highest standards of service. Acknowledging that we may not always get everything right, we value all feedback, whether positive or negative, as constructive input to enhance our ongoing service levels. To address concerns, we have established a comprehensive four-stage complaints-handling process, which is outlined in detail on our Complaints Procedure page. Your feedback is instrumental in our commitment to delivering an improved and more efficient service, and we appreciate your contribution to our continuous improvement efforts.