“I started the application online but didn’t get chance to finish and decided that I would make a call.
The call back was unexpected but welcomed as I had a few questions that required an answer before I could go ahead with the agreement. Thanks”
“Question really too early - don’t join till 18/3/20 but so far so good!
One minor suggestion about joining questionnaire - could there be confirmation that cover is continuous when moving to YourRepair from another provider in my case from SSE. Alternatively the evidence that will be required for this to be granted in the event of a claim.”
“A bit early to review the actual product/company but having compared other insurers this for value for money looks ok. If the rest of the company is a good as the two young ladies I have been speaking to then it should be ok.”
“Katie was excellent, patient, business like and helpful. I took out landlords gas insurance for thee of my houses and she was extremely efficient. Thanks Katie you deserve a pay rise 👍”
“I never needed a call out but it is nice to know that the job is done in case of need. Administration of this policy could be managed better (e.g. duplicate annual service arrangements for example)”
Hi Louise,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion. After further investigation into this, I can see that your repair was overturned due to the engineer being unable to access the fault. I can see that a member of the team has been in contact with you to discuss this matter further.
I can appreciate this was not the outcome you were hoping for and I’m sorry we were unable to offer a repair on this occasion. Your comments have been taken on board.
Kind Regards
Bronte
After Care Team
“The lady I spoke to on the phone was very helpful, and explained everything to me when I took the boiler & home cover out . Was very friendly & polite . would recommend you to friends , good customer service . L beeton”
“Good service until you need them, then when you try and claim every fault us not covered!! I moved from British Gas Homecare due to the cost saving, bit mistake, British Gas covered every claim I ever made!!”
Hi Rob,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“Just taken out a new policy with yourselves and cancelled my old one with a different supplier. Very annoyed now to find in very small print buried deep in your Ts & Cs that you do not cover LPG boilers. Why is this fact not far more prominent in your headline details? Not happy!”
Hi Mark,
We’re sorry to hear about your experience. Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion. Your feedback is greatly appreciated and I will pass this on for review. I apologise for any inconveniences and hope that we can assist you in caring for your system in the future.
Kind Regards
Bronte
After Care Team
“Almost every time I book a repair I am told “sorry, that’s not covered’. My water cylinder sprang a leak yesterday, so I called Your Repair & they arranged for a plumber to visit today, they then called me back to say the repair wasn’t covered because the leak had been caused by hard water scale... even though we have a softener!
Yes their cover comes at a big discount compared to British Gas Homecare, but unlike Homecare, almost nothing is actually covered when you come to claim.”
Hi Jeremy,
We’re sorry to hear about your experience.
Customer satisfaction is our number 1 priority and we regret that we didn’t live up to your expectations on this occasion.
We’d greatly appreciate the opportunity to put things right.
Please could you email your full name and telephone number to aftercare@yourrepair.co.uk and a customer advocate will call you back as a matter of urgency.
Kind Regards
Bronte
After Care Team
“2 days been waiting for a repair, waiting for a call back.........still waiting 1 hour plus. Do yourself a favour pay a bit extra and get decent cover..... I will be”
Hi Stephen
I'm sorry you were unhappy with our response time on this occasion.
I can see that we instructed ideal boilers (who are the manufacturer of your boiler) to carry out your repair on this occasion. The manufacturers carry all the parts for your particular boiler on the van, so they can fix it there and then 95% of the time.
I can see that your claim was logged in the afternoon of Tuesday 3rd March and your repair was fully completed within 72 hours. Although we aim to complete the majority of repairs sooner than this, if an independent engineer had of attended sooner, he would have then needed to order any parts required and then book a 2nd appointment to attend and complete the repair, potentially causing a further delay.
We are constantly striving to improve our response time, your comments are appreciated and have been taken on board.
Kind Regards
Caroline
After Care Team
