How repairs work
When something goes wrong at home, we keep the process clear and simple. Here’s what happens when you contact MyHomeCover about a covered boiler, heating, plumbing, electrical or drainage issue.
Quick summary
- ✓Contact our team and explain the issue.
- ✓We check your plan and confirm the next steps.
- ✓The £75 excess is taken where a repair visit is required.
- ✓An engineer is arranged where appropriate.
- ✓The issue is diagnosed and repaired where covered.
Requesting a repair in 5 simple steps
From your first contact through to engineer attendance, we aim to make every stage easy to understand.
Contact us
Tell us what has happened and provide your property and contact details.
Cover check
We review your plan to see whether the issue falls within your level of cover.
Excess paid
Where a repair visit is required, the £75 excess is payable before attendance.
Engineer arranged
We arrange engineer support where appropriate, based on the issue and availability.
Repair completed
The engineer diagnoses the issue and carries out the repair where covered and possible.
What we may ask for
To help us handle your repair request quickly, it helps to have a few details ready when you contact us.
- ✓Your full name and covered property address
- ✓Your contact number and email address
- ✓A clear description of the fault
- ✓Photos or videos, where helpful
- ✓Boiler make, model, age or error code, if relevant
Important to know
Your cover is designed to help with unexpected issues that happen after your plan has started.
It does not usually cover faults that were already present before your cover began, issues caused by poor maintenance, or repairs excluded under your plan terms.
- !Pre-existing faults may not be covered
- !Sludge, limescale and poor water quality may be excluded
- !Inaccessible parts or unsafe systems may affect repairs
What happens with different issues?
Different plans include different levels of support. We will always check your selected plan before arranging a repair.
| Issue reported | What happens next | Important note |
|---|---|---|
| Boiler breakdown | We check your plan and arrange support if the issue is covered. | Parts, labour and repair limits depend on your chosen plan. |
| No heating or hot water | We treat urgent heating and hot water issues as a priority where covered. | Attendance depends on engineer availability, location and fault type. |
| Central heating fault | We check whether your plan includes heating system support. | Radiators, controls and pipework may depend on plan level. |
| Plumbing issue | We review whether plumbing support is included in your selected plan. | Plumbing cover is usually plan-specific. |
| Electrical issue | We check whether electrical cover is included before arranging support. | Electrical support may only apply under selected plans. |
| Drainage issue | We check whether drainage support is included and whether exclusions apply. | External drains, blockages or access issues may be subject to terms. |
| Pre-existing fault | We review when the issue started and whether it existed before cover began. | Pre-existing issues are usually not covered. |
Common repair questions
Straightforward answers about excess payments, engineer visits, parts and cover checks.
Do I always pay the £75 excess?
Where a repair visit is required, the £75 excess is payable before an engineer is arranged. This helps keep the monthly plan price simple and clear.
What if the issue is not covered?
If the issue is not covered under your plan, we will explain why and let you know what options are available. This may happen if the fault is excluded, pre-existing, caused by poor maintenance, or outside your selected plan level.
What if the engineer needs parts?
If parts are required, we will advise you of the next steps. Some repairs may need a return visit if parts have to be ordered or if availability is limited.
Can I request a repair straight away after joining?
Repair requests are subject to your plan terms. If there is a waiting period, or if the issue existed before your cover started, the repair may not be covered.
What if the same fault comes back?
If the issue relates to the same repair, we will review it. If it is a separate fault, separate part or unrelated issue, a new excess may apply.
How quickly can an engineer attend?
Attendance times can depend on your location, engineer availability, parts availability and the nature of the fault. We aim to arrange support as quickly as possible, especially for urgent issues.
Need help with a repair?
Contact MyHomeCover and our team will guide you through the next steps based on your plan, property and the issue you are experiencing.