If an emergency arises and your property becomes unsafe or unsecure, as a landlord, you will have a responsibility to rectify the problem. Even if your property is managed, you’ll still need to settle the bill. These incidents can occur unexpectedly, causing damage to your property and discomfort for your tenants, as well as leaving you with the hassle of having to organise and pay for potentially costly repairs.
With our specially designed Landlord Emergency Assistance Insurance, you can have the added peace of mind that, if something goes wrong, you can have the issue resolved quickly and efficiently.

Our Landlord Emergency Assistance Insurance includes:

  • 24-hour helpline for you or your tenants to call in the case of an emergency*
  • Contact a qualified contractor on your behalf
  • Keeping your tenant fully informed, with a speedy response time
  • Cover up to £500 including VAT for each incident**
  • No excess

Our Landlord Emergency Assistance Insurance is included as standard with our Landlord Buildings Insurance or Landlord Contents Insurance for Furnished Properties policies (excluding optional Boiler and Heating Cover).

How does Landlord Emergency Assistance Insurance work?

With our Landlord Emergency Assistance Insurance policy, you and your tenants will have access to a 24 hour helpline that your tenants can call in case of an emergency in your let property. This phone number can be used to report an incident that:

  • is causing ongoing damage
  • has made the property unsecure
  • is risking the safety of your tenants

In an emergency, you or your tenants should call the helpline to speak to an adviser, quoting the name of your managing agent (if you have one) and providing details of the problem. However, major emergencies which could result in serious damage or are life threatening in any way should be reported to the appropriate supply company and/ or the emergency services immediately, while the local gas company should be notified of gas leaks.

The adviser will appoint a suitable and qualified contractor to visit the property, giving a reasonable idea as to when and how the work will take place. It’s important to note that all requests for assistance must be made via the helpline phone number and not to the contractors directly as these costs will not be covered by your insurance policy.

During the visit to your property, the contractor will make reasonable efforts to limit or prevent damage or discomfort, or if at a similar expense, in some circumstances may complete a permanent repair.

If your tenants require overnight accommodation, this must first be approved and agreed by the helpline adviser, with any receipted invoices being forwarded to HomeLet Emergency Assistance for reimbursement (up to £250).

Do I have to pay an excess if I make a claim?

No - you will not be charged an excess if you make a claim on your Landlord Emergency Assistance Insurance policy.

What is considered as an ‘emergency?’

At HomeLet, we consider an emergency to be a situation that, if not dealt with quickly, would render the property unsafe or unsecure, cause damage to the residence or cause unreasonable discomfort, risk or difficulties for or to the occupant. 

What is covered by my Landlord Emergency Assistance Insurance policy?

Emergency Assistance Insurance provides cover for the cost of contractors’ call out and labour charges, parts and materials up to a maximum of £500 (including VAT) for each emergency in connection with:

  •  Security of doors and windows
  •  Plumbing
  •  Lost keys
  •  Cooking system
  •  Roofing, down-piping and guttering
  •  Electricity supply
  •  Boiler and Heating (where selected)

Having accepted an emergency* situation, we’ll send out a qualified tradesperson to help limit any further damage, make the property safe for your tenants and ensure the property is secure.

What’s not covered by Landlord Emergency Assistance Insurance?

It’s important to be aware of what is not covered by your Landlord Emergency Assistance Insurance too. For example, we are unable to provide cover for boilers, central heating or hot water systems that are over 10 years old, are not subject to an annual service or maintenance contract or are oil fired, solar or LPG.

We are also unable to insure against incidents that occur as a result of a lack of routine maintenance, or emergencies where the residence has been left unoccupied for a period of 30 days or more. It’s also worth noting that our insurance cover is only available for properties in good condition.

It’s crucial that you understand that this isn’t cover for the general maintenance of your property, and we assess each emergency on an individual basis.

For more information about what is and is not covered by our Landlord Emergency Assistance Insurance, please refer to the policy documents below:

  • Landlord Insurance+ Policy Wording
  • IPID Section 6 Emergency Assistance

How do I make an insurance claim?

To make a claim, you can call our helpline on 0330 333 7231. Our lines are open 24 hours a day, seven days a week, and our experts are on hand to help guide you through the claims process from start to finish. 

When does my policy start and end?

Your Landlord Emergency Assistance Insurance is valid for 12 months. After this period of time, the policy may be renewed for a further 12 months, until it is cancelled by you. Your policy start and end date will be specified in your insurance documentation.

Can I cancel my policy?

You can cancel your policy within 14 days of the purchase date or within 14 days of the date you receive your documentation - whichever date is later.

After the first 14 days, you can cancel your policy by calling our team on 0800 035 8258. Providing that no claim has been made, we’ll refund a portion of the premium you have already paid in proportion to the period of insurance left unused.

Find out more today

To find out more about our landlord emergency cover, don’t hesitate to get in touch. Our team of experts are on hand to answer your questions and help you find the most suitable policy for you. You can call us on 0800 035 8258. Our lines are open weekdays: 8:30 - 20:00 and Saturday 9:30 - 13:00.


*Please refer to Policy Wording for details of emergencies covered.
**HomeLet will pay out a maximum of £1,500 in one period of cover, cover if the property is unoccupied for more than 30 consecutive days is excluded.