Home emergency experts @ npa24:7 Reviews 62

My electric board was tripping and at 7pm I rang what I thought was the right number for my insurance policy which covered emergency call out. I was told I needed to pay £200 for 4 hour call out and claim it back from insurer. I paid stayed up all night, did not get a 4 hour service. Did get very rude members of staff when I dared to ask why no one had come by 11pm. Then at midnight I got a helpful member of staff Felicity who said engineer coming had broken down and she would get someone else ASAP and would call me back. By 5am I was still waiting (and very tired) so rang back, got Felicity again who was sorry but she had not been able to get anyone to come but hopefully someone would be available at 8am, she promised to ring me back but never did. At 8am an electrician arrived and found the issue. When I tried to get my money back, broker said I had 2 policies and had rang the number for the wrong one, which is at a different address. As I gave the policy number why did this company not tell me the address I wanted them to come out to was different instead of ripping me off. I could have rang the right number and probably had someone out in the 4 hours my policy states or even found a local emergency electrician who would be a lot less than £200. Very annoyed by firstly the poor service and secondly taking a job on and charging £200 that I now look unlikely to get back.

My tenant had an issue with the water in a property which was duly reported and responded to. I paid the excess. I have since been in dispute with the company, who for some reason cancelled /withdrew my claim and can not explain why? They subsequently provided an invoice for work for £200+. It would seem that internal departments work in silos & don't seem to interact with each other to fix issues. One department tells me the claim was cancelled but another team send me an invoice? The issue has still not been resolved some 3 months later. The whole process is not customer friendly & it is now 2 weeks with no complaints resolution. This company seem disorganised & seem to be very slow at dealing with any issues. The whole point of home EMERGENCY policies is to deal with things quickly ... it would seem that concept has escaped this company.

Been nearly 24 hours since reported a problem and still waiting for someone to come out. Some rude staff on phone who are very unhelpful. 24:7 emergency help? What a joke, misuse of that phase as they do not offer this service at all.

NPA Job Ref Number 1140467.........Yesterday after using my brand new washing machine for 30 minutes, I found out at 5.30pm that I had a massive leak(behind an inaccessible to me panel)in the kitchen between my washing machine water outlet feed(the washing machine is in the neighbouring room) and my kitchen sink feed - In short, for the washing machine to drain the water has go through this whole route. So after immediately shutting down my washing machine I called the out of hours repair service(NPA emergency repairs) - They told me that they'd try to get somebody out to me within 4 hours or I was to call them back.....9.30pm arrived, but they "hadn't", so I called them back - They then told me that the engineers was 2 jobs away(in neighbouring postcodes) from coming to me........10.35pm arrives, but they STILL"hadn't" - I receive a call from their receptionist saying that the engineer would be here very shortly..........1am arrives, but they still "hadn't" - I locked up and went to bed. TODAY I've woke up and called them at 8.10am - Apparently he's still NEAR BY???? - Called them again at 9.10am - He's still ON HIS WAY????........10.10am - He's still on his way??????........Called them again at 11.10am - They told me they're resubmitting the job to another bunch of engineers on their books - Apparently, the receptionists have "emailed" lots of engineers to try to get a response from those individuals - NONE of whom have replied!!!.....Called them again at 12.10pm - They told me the engineer would call me when he gets into my neighbourhood........12.45pm NPA called me and left a voicemail TELLING me that "the engineer has attended my property and the problem has been resolved???????????"
..........NOBODY has called and the problem HASN'T been resolved!............I called them back at 12.52pm to ask them to explain their voicemail and to ASSURE them that "NOBODY had visited my property and the problem HASN'T" been resolved" - The receptionist told me she'll look into this and call me back.......12.58pm the receptionist called me back and told me "her boss said that the engineer will be visiting my property sometime over the next 2 hours!!".......Nobody came, so I called them back at 3.10pm - The receptionist said she'll look into it and call me back!......At 3.30pm the receptionist called me back and told me "the engineer will be visiting over the next hour and a half"...The engineer finally arrived at 4.30pm!!!

This is "BEYOND" Unacceptable service!

Despicable service I had a tenant with a vunerable adult and children. Who Reported a leak, water going everwhere and the power had gone off. A long storycut short it was reported immediately and I was informed that they had deloyed the trade/s to deal with the matter. I Called about 5pm and it wasn't until 8.30pm the following before an actual trade turned up. This attendance only occurred after several continious call from both the tenant and myself and fianl having to say I wish to file a complaint. When the trade/s turned up they hadn't all the equipment they needed and didn't have access to their main office/department to get any further equipment and also couldn't do anything until approved on Monday!! Unbeknowst to me they had left the tenant/s without any working smoke alarms. I have started a complaint and contacted the main issuer about my grave concerns about what has occured and how this company operates as this has not been the first occassion to deal with them and timing delays along with misinformation is common. I will not be renewing any Home Emergency cover with this company for any of the properties we have.

No replies to emails or customer complaint service.

On Saturday 4th December we had problem with our central heating and contacted our insurance company (Policy Expert) for 24/7 home emergency assistance. They put the claim through to NPA247 (home emergency experts) and after 2 days (not 24/7 emergency service) an engineer came out and got the central heating working albeit a temporary fix. The engineer said a replacement 3 port assembly was needed together with tidying of wiring at junction box.

On 7th December I was asked to pay £260 for completion of the work - this being the excess sum over my insurance cover. The message (npa.relayplus.com) was from Kurt. This sum included a weekend call out charge which was revised to £230 when I pointed out that the engineer’s visit was on a Monday and not at the weekend. I paid the £230 by credit card on 7th Dec to facilitate speedy completion of the job. A different engineer came on 8th December to complete the job, but he was not happy to replace the 3 port valve and left without doing anything. The original engineer returned the next day and replaced the 3 port valve.

Kurt (from NPA247) who requested payment for the job said he would email a breakdown of the charges, but to date he has not, despite my repeated emails.

I obviously need some sort of paperwork (invoice) should something go wrong with the work carried out.

My advice avoid this company if you can.

Having spent over 12 months trying to arrange with Intana an annual service for my gas boiler and countless broken promises that the matter was in hand in desperation I phoned the customer services department of NPA. I was put through to Jo Kelly who was keen to solve my problem. In a matter of days an excellent and very experienced engineer was sent. Good result it was just frustrating that it took so long to arrange. The Covid-19 excuse ran very thin when I found out that the engineer had resumed servicing boilers back in July.

A really prompt and efficient service. Telephone answered immediately, helpful staff and when I needed to get engineers out they came the next day. Then when the boiler was written off and I had to put in a claim it was processed immediately and sent to their payments team.

I submitted a claim for my home emergency on Saturday 30th January 2021 as my oil boiler had stopped working just as the sub zero temperatures kicked in. Without going in to the full story as I would be here for days the service provided by Policy Expert, who then passed the case to trinity who then passed the case to NPA was horrible. I was promised multiple call backs, none of which happened. I had raised a complaint which was closed down without my consent ( to meet FCA requirements on complaints been handled within 3 working days ) Its currently 11th March 2021 and the replacement part for the boiler has just been approved and I am hopefully much closer to now having a working boiler.(6/7 weeks later - not bad for home EMERGENCY cover )

The only positive ( and the only reason I am giving anything more than 1 star for my review ) for the whole process is Joanne Kelly at NPA. Sensing my frustration, despair and downright defeated nature she is the only person from across 3 organisations to actually take any ownership of the situation. She kept her promises to call back when she had updates. She found a new tradesman after the first simply didn't show up twice, she followed up when nothing happened after the initial visit on 1st March from the boiler engineer. Then when the repair/labour and parts costs exceeded my policy limit she sought to have the requiredoverpayment waived along with a gesture of goodwill.

Given the last 13months of mental strain for everybody due to covid, spending February and March with no heating is fair to say has not been an enjoyable experience or one that hasnt added to my anxiety and depression levels so to finally see someone in Jo pick up and fight for me to have the policy do what it was advertised to do has been nothing short of a great relief.

Just appalling.
This company borders on being a scam such is the lack of customer care.
We had a boiler break down on one of the coldest days of the year and I tried for three hours to get through on the 'emergency line' to no avail.
In the end i just called someone locally to come and fix it and then forwarded the invoice on to NPA. It took 2 emails and 3 further calls before I had a message back to acknowledge what I had sent them. The reply was blunt and unhelpful and necessitated me calling again to find out what the next steps were.
They agreed to pay for the call out, but I had to pay the excess. This must be taken in advance and cant be deducted from the amount they owed me for the call out.
From here it apparently takes 20 days for them to process the payment into my account.
We'll see.
People take out this sort of cover to get some peace of mind that there will be someone to call when there is an emergency and that swift action will be taken in the case of an outage to put things right.
NPA genuinely couldn't care less.
The whole situation would have been decidedly less stressful had I not bothered with this insurance when we bought the house and just paid for the issue out of pocket. Would have worked out cheaper too. Never again.

The NPA24:7 services are superb and the customer service relations are wonderful. I have been with the NPA24 m:7 since 2015 and twice I have emergency call heating/hot water problem and, toilet linkage. On these two occasions, an engineer was deployed within an hour of calling to sort the problem in my home. Most importantly, the both engineers were wonderful, they did their job and they did well without complain. They replaced things that needed to be change with new ones. I have recommended my neighbour that moved couple of months.
NPA24 services and engineers are reliable and trustworthy.

One word for this company scammers cowboys and why are they still operating close them down

Below Time Line
NPA 24:7 reimbursed me in full £490
On it took a while
However
The funds came into my bank account on 5th Feb 2021 therefore I have given a 4 Starr rating
Thank you NPA 24:7

Time Line
My first review was written & up dated on 11th jan 2011
I had response from NPA insurance team asked me for ref numbers which I gave them
NPA’s response is at bottom of this review
I appointed a plumber who carried out the repairs & I paid the plumber £490
On 13th of Jan 2021 I sent the plumber’s invoice & my Bank details to NPA insurance by email
As yet they have not reimbursed me
Therefore I have sent them another email as reminder on 22nd Jan 2021 & asked them to acknowledge my email.
Now I am awaiting & I will keep this time line up dated
Thank you

Updated 11 Jan 2021
I have had 2 water leaks
I have had 2 water leaks therefore I was given 2 job ref numbers

The telephone handlers said it would be same plumber who would look at both faults
However when the plumber arrived he only had one job number which he attended to
He done the repairs but after 8days or so the water started leaking again
Ref to 2nd leak another plumber came who was there for 1min and said it needs new pressure vessels etc
So he would try & get a go head from insurance company (NPA)
I waited 4 days & As I never heard any thing from the plumber again I called NPA again
And they said they would call me back
I waited another 24 hours and again never heard any thing from NPA so called them again
The call handlers promised me to call me
So after few hours she did and said if I could get a registered plumber who could repair the jobs
She also said they would reimburse me with maximum of £500

As the water leaks were getting worse & causing more damage to other surroundings I called 3 plumbers
Out of 3 only 1 came around & quoted £490 for both the jobs
I have given the jobs to him however he has to order the parts which should take 2-3 days
Now I am waiting for it to be repaired
Than pay him & send the invoice to NPA to reimburse me
Now the worry is will I get paid from NPA or will i be out of pocket

I will be writing another review to give a genuine feed back
As you can see for now I have given a neutral 3 star rating

Thank you

Reply from Home emergency experts @ npa24:7
11 Jan 2021
Hi,

Thank you for your review and for providing further details.

I will pass this over to the team looking after the jobs in progress, and ensure that management are aware.

Thanks,

Brilliant service....nothing to criticise....

I contacted Insurers on 6th December where I reported that I had a water leak from ceiling coming down pipes to lounge radiator, which resulted in no heating or hot water. I was told an engineer would come out on 7th December between 12-7, 2 men arrived and my daughter who is 26 told them about leak coming down wall only to be told they were here to sort boiler and we would have to report a separate call for that as they weren't being paid for that ! They attempted to bleed radiators but couldn't access one of the radiators, so left leaving boiler switched on which resulted in water coming down walls again. I contacted NPA everyday to find out when a decision would be made and each time was told they were waiting for report from engineer bearing in mind I had no hot water or heating on one of coldest weeks so far !! I called again on 11th December to be asked about access I told the lady that area been cleared she rang engineers and said would send quote ??? When I said that I wanted to complain I was told this would be put as priority to be resolved quickly. I phoned again on Saturday 12th December to be told quote received 17.05 on 11/12 but couldn't be authorised as no-one in until Monday 14th Dec I thought Home Emergency 24/7 meant things could be done to repair and restore services asap. Despite further calls each day the work not authorised until 16/12 9 days after visit so waited for call to say they would come to fix it, I heard nothing so called on 18/12 to be told should have parts 21/12 will call with time?? After lodging complaint no-one from customer service spoke to me regarding my complaint ! Today 18/12 I received a letter saying they aren't able to uphold my complaint, but as they don't know full details I don't see how a decision can be made ??? I feel that this company doesn't really care about there clients being left having to boil kettle & saucepan for hot water for 12 days now?? The electric heaters running up electric 5 times over normal use.

I've never complained about any company or even felt strongly enough to leave a negative review before but NPA are one of the most unprofessional companies I've ever dealt with. Our hot water started to play up around 29th Nov so I called our home emergency cover through policy expert. They arranged a visit to the house the next day, fulfilled by NPA. All good so far. The engineer arrives and diagnoses the problem - a faulty diverter valve - and says 'I'll get the ball rolling with the insurance company'. Nothing happens for a week, without hot water, despite chasing after a few days, until finally I'm told the cost to fix is £575, £75 over our home emergency cover limit of £500 per year. If I pay the £75 additional then they'll order the part and fix. Fine, I paid this immediately over the phone. This was 8th December, a full 8 days after the visit to our house, without hot water. Again, no contact is made for days and whenever I call for an update they either tell me I still have the outstanding £75 to pay, or say someone will be in touch soon. On 13th December, 5 days later again with no action, we lose our heating completely, in addition to our hot water. I call our home emergency cover again to update them that now we're left with no heating in December, and that evening receive a call saying the part will be ordered that day, ready for an engineer visit on Wednesday 16th December. That's 8 days after I made the payment for the part. This is now 17 days without hot water, and 4 without heating. On the Wednesday, we get a visit from an engineer again, who did not wear a mask or social distance appropriately. Luckily he wasn't around long. His attitude is terrible and standoffish/rude, telling me he can't fix the boiler as I need to remove my kitchen cupboards and I should have done this before he arrived. This is the first I've heard of this, so I was disappointed no-one, including his colleague on the first visit, told me this was necessary. He blames the 'minimum wage' workers at policy expert for not letting me know this ahead of his visit, and is rude throughout. When I asked him what I need to remove so he can help us, he says 'I don't know, I'm not a chippy' and tells me he's too busy to stand around discussing it. Off he goes, having been in the house all of 5 mins and not even trying to help us. At this point I have family members in tears from the cold. Desperate, we call British Gas that same evening and remove the kitchen cupboard to ensure there are no more delays. They come out next day and it's fixed within an hour for nothing more than a call out charge (£99) and he tells me removing the cupboard was totally unnecessary. The diverter valve was not the issue so NPA got that totally and expensively wrong, leaving us without hot water for 18 days and without heating for 5 days, and charging us £575 for the privilege, when in reality it was a quick fix for a fraction of the cost. We received a call after the issue was fixed by British Gas saying NPA could only come out 4 days later to replace the diverter valve. If we accepted this and did not call British Gas instead in the meantime then our Christmas would've been ruined by that pointless, expensive replacement, and who knows how long it would have taken, and how much more money we'd have had to pay before they figured out the real issue. Also, my existing home emergency cover with Policy Expert maxes out at £500 per year, so my family would have also been left with zero emergency cover until renewal. For no reason! Unprofessional start to finish and either incompetent or dishonest to over quote and misdiagnose to the tune of £500, and caused a week of freezing and unnecessary stress to me and my family. Got the £75 refunded through their call centre without a single word of apology. Absolutely dire experience, wouldn't let them anywhere near my house again.

UPDATE: 22nd December - I have now tested positive for Covid. Obviously I can't say with certainty that this was caused by the engineer's lack of distancing or mask, but he was one of two individuals I came into contact with all week as I work from home. The other was appropriately distanced and wearing a mask.

NPA247 have showed me an Abysmal service I have called 3 days in row to sort out my hot water because I don’t have any hot water coming out my taps.
I explained to the that I have 2 daughters one age 11months old and a 5 year old who been out of hot water for the last 3 days.
I’ve called around from e-on they couldn’t sort it out then I called my housing association they passed it on through Taylor Wimpey and they pass it on to NPA247 as an emergency.
They explained to me that someone will come between 6-11pm on Thursday 29 October 2020 they didn’t come.
I called up again at 11pm they said that someone will come late round about 1am I said that fine I will stay up to sort it out but they didn’t come.
I called up my housing association again Friday 30 October 2020 to sort it NPA247 sent the wrong person as I explained to them that it electric and I get my heating and hot water from my communal boiler.
They sent the wrong person who was a gas safety engineer who doesn’t deal with electrical unit they took a picture and left.
They said that some will come to sort it out yesterday evening but they didn’t come.
I called my housing association to flag it up again as an emergency they did they passed it on to Taylor Wimpey. Taylor Wimpey said that someone will come tonight no one turned up at all.
Today I called Taylor Wimpey out of hours and said no one turned up to fixed the issue I’ve been having.
They flagged it up as an emergency with NPA247 I explained that I’ve been knocking on my neighbours door to find out about if they hot water is running hot but no response.
But when I saw a few of my neighbours on passing they said that they have hot water.
I called up to say it might be my Emersion heater that’s having the problem NPA247 sent the wrong person again to sort out the problem again.
I come on the phone to speak to a manager no manager wants to get on the phone and talk to me or address the situation I’ve been having I’m so livid for the fact I’m getting such poor service from them and it doesn’t get sorted out straight away.

EDF Total Protect emergency policy . I had a problem with my boiler on 10/09/20, no heating . Phoned NPA247 raised Job #696999 . They found an engineer on Saturday ; came @19.00hrs . He was very friendly . The office communicated with me everyday . They made a follow up on Saturday and Sunday . Monday they phoned to tell me they had authorised the parts and today the job has been completed.
The staff were very good and treated me with respect all of them who communicated with me .
I would recommend anyone needing an emergency policy to these guys .
Thanks so much for the service .
Patrick

Terrible service. Following Storm Ciara in February, some of my tiles blew off my roof. I called the 'home emergency experts' only to be told (instantly over the phone) it does not concern them and that I need to go through my standard insurance (and so pay £250 excess). Turns out, by looking what I'm covered for under Home emergency Cover is "missing or dislodges tiles likely to cause further damage" and missing or repositioned roof tiles". complete SCAM - stay well away!!

I believe in credit where it’s due and have no hesitation in recommending these amazing speedy and professional people.
On the job and fixed in no time.
The engineer was 100% focused on getting the job done, very polite, tidy and enthusiastic. Great job. Very pleased.