Speak to a member of our Customer Experience team

“Easy and simple. It was my first experience handling tenancy liability matters, but the process was straightforward and easy to comprehend.”

- Verified Customer, 08/05/24

“The service was perfect. They were very patient with my application and all the documents needed for certification.”

- Verified Customer, 08/05/24

“Covered everything we asked for and more. Well explained, one of few to cover our needs, helpful and easy process. Very happy with the service so far. Much better value than we are paying for cover at the moment.”

- Verified Customer, 03/05/24

“Excellent customer service. Unbelievably friendly, helpful, couldn’t fault it.”

- Verified Customer, 02/05/24

“Good price and very quick to give a quote. They were on the ball. Nothing was a problem and they quoted a good price.”

- Verified Customer, 01/05/24

Our Customer Experience Champions are on hand to assist and listen to you! If things haven't gone as expected, we'll work with you to make things right.

Our customers are at the heart of everything we do. We know that our service is the golden thread that runs through our business. From the moment our team members join us, we ensure that the service we provide to our customers is discussed from day one.

We're very proud to have been able to design and deliver our own bespoke customer service training that all our team members go through. Our training illustrates the high standards we set for our customer service, promotes self-awareness and helps our team members deliver the next-level service our customers expect of us.

We recognise that sometimes things go wrong despite our best efforts. If that's the case, we'd love to hear from you. We regard any feedback from our customers as a gift - if things are going wrong, we want to hear about your experience. Without that customer feedback, we can't put things right or prevent the same issues from occurring in the future.

Here to help! This photograph shows someone in the Homelet call centre, smiling at someone off camera whilst wearing a headset.

3.7k

Agents who trust and work with us

£1.1m+

Paid to Agents in commission

1.2k+

Tenant references processed in one day

30+

Years of experience supporting our customers

All statistics provided are correct as of June 2023 and represent 12 months figures for 2022

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The Financial Ombudsman Service

In the event that you are unhappy with the response to your complaint, or you have not received a response within 8 weeks of the date your complaint was received, you may be eligible to refer your case to the Financial Ombudsman Service, who can review complaints from ‘eligible complainants’, but you must do so within 6 months of receiving a final response from, or on behalf of, the insurer.

Further information can be found here.

Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 023 4567 (calls to this number are free on mobile phones and landline) or 0300 123 9123 (Calls to this number cost no more than calls to 01 and 02 numbers.)

Email: complaint.info@financial-ombudsman.org.uk