Your HomeCare price explained
Here’s a guide to all the things we look at when working out the price of your cover.
How we calculate the annual cost of your policy
Every home is a little bit different, so everyone’s HomeCare price is a little bit different too. After all, a big house with an old boiler will almost certainly need more TLC than a smaller flat with the latest modern appliances.
That’s why we ask a few questions at the start to work out a price that reflects your home – and how much support you’re likely to need. If we later find out anything that changes your price, we’ll explain why it matters and how much it will affect the amount you pay.
How old is your boiler?
Older boilers are more likely to need more maintenance and repairs so your price will reflect this.
What make is your boiler?
Some makes and models are more reliable than others, so we’ll ask about this too.
How many radiators do you have?
The bigger your heating system, the more HomeCare support you’re likely to need.
Where do you live?
Some areas need more maintenance and repairs – for example, those parts of the country with hard water.
We believe in fair prices with no nasty surprises
HomeCare is a great way of protecting yourself from unexpected repair bills around the home. Our pricing is designed to give you the same peace of mind.
Some customers will see little change from one year to the next, while others might see their price increase or decrease depending on their circumstances or new cost pressures.
So, what could lead to a price change next year?
We review your price regularly, so you might see it go up or down when you renew. Here are some of the reasons why it could change.
Boiler age
Your boiler might not change, but it’ll need more TLC as it gets older – and this can mean your price increases when you renew.
End of special offers
Your price might increase on renewal if it included a special offer or discount that has now ended.
Changes to your cover
Want to reduce your excess, or take out a higher level of HomeCare? Just tell us what you need and we’ll let you know your new price.
Nationwide factors
Our prices may rise with inflationary costs and changes in taxation.
Customers with boiler or central heating cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
No heating and/or hot water?
Our service levels are set out below and we've been working hard to improve how we meet these over the past year. We now aim to offer same-day service if you have no heating and/or hot water and contact us before 11am – or the next day if you contact us after 11am. So far this year, 80% of customers who told us before 11am received same-day service.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
No heating and/or hot water causing a medical risk to someone living in the property
OR
An uncontainable boiler leak causing property damage
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we’re doing (past 12 months)
99.7% of customers get an engineer same or next day
Priority
No heating and/or hot water
OR
A containable boiler leak not causing property damage
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we’re doing (past 12 months)
96.5% of customers get an engineer within 2 days
Standard
Any other fault – e.g. dripping radiator
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we’re doing (past 12 months)
86.1% of customers get an engineer within 5 days
Our first-time fix rate
In 2025, we fixed 80.2% of jobs on the first visit. If we can’t fully repair something straight away, we always do our best to offer a temporary fix while we arrange follow-up work.
Customers with plumbing & drains cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
No toilet facilities
OR a severe leak
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we're doing (last 12 months)
98.8% of customers get an engineer same day or next day
Priority
No bathing facilities, external leaks or moderate, controllable leaks
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
99.8% of customers get an engineer within 2 days
Standard
Standard blockages
OR plumbing issues
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
95.6% of customers get an engineer within 5 days
Customers with home electrical cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
What we aim for
Engineer same day or next day.
How we're doing (last 12 months)
97.9% of customers get an engineer within 2 days.
Priority
What we aim for
Monday - Friday
Engineer within 2 days if you contact us before 4pm.
Weekends
Engineer within 2 days if you contact us before 2pm on a Saturday or Sunday.
How we're doing (last 12 months)
95.0% of customers get an engineer within 2 days.
Standard
What we aim for
Monday - Friday
Engineer within 5 days if you contact us before 4pm.
Weekends
Engineer within 5 days if you contact us before 2pm on a Saturday or Sunday.
How we're doing (last 12 months)
94.8% of customers get an engineer within 5 days.
Customers with kitchen appliance cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
What we aim for
Engineer same day or next day.
How we're doing (last 12 months)
92.7% of customers get an engineer same day or next day.
Priority
What we aim for
Monday - Friday
Engineer within 2 days if you contact us before 3pm.
Weekends
Engineer within 2 days if you contact us before 2pm on a Saturday or 11am on a Sunday.
How we're doing (last 12 months)
86.7% of customers get an engineer same day or next day.
Standard
What we aim for
Monday - Friday
Engineer within 5 days if you contact us before 3pm.
Weekends
Engineer within 5 days if you contact us before 2pm on a Saturday or 11am on a Sunday.
How we're doing (last 12 months)
86.6% of customers get an engineer within 5 days.