How HomeServe is Navigating the Coronavirus (COVID-19)
Since the start of the pandemic, HomeServe has continued to adjust our operations so we can continue providing the excellent customer service you expect. No matter how long you've been a customer, you undoubtedly know that at HomeServe we put our customers at the heart of everything we do. From the time you call us to report a problem in your home, through the deployment of one of our employees or contractor technicians and the completion of your job, our priority has been and will continue to be safety. Your safety. The safety of our technicians in the field. And the safety of our office employees who continue working largely in their homes.
We will work to service your repair and installation needs as expeditiously as we always do, but we must comply with evolving federal, state and local guidelines. So, it's important that you understand delays may be inevitable. But like we said, our customers are at the heart of everything we do, so we're committed to keeping you informed every step of the way.
Finally, we can't say it enough: your safety and that of our team is paramount to all of us.
We continue to employ measures at HomeServe to prevent the spread of this disease. These include:
- Cleaning all our offices thoroughly and frequently.
- Reminding all team members of the need to practice good personal hygiene.
- Wearing protective gear when visiting customers’ homes.
- Wearing masks as required by local and state requirements.
- Staying home from work when we’re ill.
- Encouraging our employees to get vaccinated.
We've also initiated measures to keep our technicians healthy by protecting them from unnecessary risks when entering a customer's home. This includes several pre-screening questions to understand whether someone in the home is infected or has a high risk of being infected. And when the technician arrives at your house, they may ask you these questions again before entering your home. If a risk is present, we have a dedicated team with specialized training to assist you.
Also, we continue to reinforce that when a technician is dispatched to your home, they maintain a safe distance away from you, so we can keep both you and our valued technicians safe and healthy.
From our home to your home, we are here for you. Even as the coronavirus situation continues to persist, please know that our commitment to you remains unchanged.
Thank you for being a HomeServe customer. If you have any questions about our response to the coronavirus or need to initiate a claim, please call our toll-free emergency repair hotline at 1-855-336-2465.
Frequently Asked Questions
I have a service request. How do I contact HomeServe?
Call our 24-hour toll-free emergency repair hotline at 1-855-336-2465 to talk with one of our U.S. based customer service agents. You can also visit www.homeserve.com
What type of repairs will be addressed during the coronavirus crisis?
In collaboration with our network of technicians and contractors throughout the country, we will work to address repairs where and when we can, as quickly as we can. There are state and local mandates in place in many parts of the country and our priority is keeping you and our technicians safe.
What if I have an emergency?
For emergencies that may threaten the health and safety of you and your family, we will deploy technicians as quickly as possible - like we always do.
If your repair can wait, our customer service team will ask for your patience. It may be that your job will take longer to complete. Or you can always decide to call us back in a few weeks.
Can I get home repair assistance over the phone?
In certain service request situations, our Repair Management Coordinators are trained to trouble shoot your problem to determine if a self-resolution fix is possible. This will only be offered to attempt to quickly resolve your issue and only when it is safe to do so. It may help restore service to your home immediately, keeping our technicians focused on more complex jobs and helps keep our customers and technicians out of contact with each other - reducing the risk of spreading the COVID19 virus.
If I am showing symptoms, will you come to my house?
Different repair types and situations will dictate how your request is handled. Just give us a call at 1-855-336-2465 and we’ll find the best and safest solution.
What pre-screening questions will I be asked?
Below are the 3 questions you’ll be asked when you call HomeServe. (Technicians arriving at your home may also ask you these questions prior to entry.)
• Have you been in contact with anyone in the last 14 days who has had a confirmed case of COVID-19 (coronavirus)?
• In the last 14 days, have you visited any of the high risk areas impacted by COVID-19 (coronavirus)? (See list here)
• Is anyone in the home under quarantine because of coronavirus, either a confirmed or suspected case?What questions should I ask the technician before they enter my house?
Like us, we know you want to be as safe as possible. You should feel free to ask the technician the same types of questions we're asking you. If you feel like your technician presents a health risk, please call us and we'll see about making alternate arrangements for your repair.
What safety precautions are technicians taking before entering customers’ homes?
We have initiated protective measures to keep our technicians healthy - limiting them from unnecessary risks when entering customers' homes. They have been instructed to practice good hygiene, they've been trained on when and how to use personal protective equipment (and/or cloth coverings) and we've advised them that they should stay home from work if they are ill. Plus, we'll be asking several pre-screening questions to understand whether someone in the home is infected or has a high risk of being infected.
How do I stay updated on HomeServe policy changes?
We will be updating this FAQ page when necessary.
