Home Repair Network Limited Opiniones 341

Shocking company as previous people have stated regarding storm damage to roof. They have under estimated the amount of damage. This company is rude, speaking down to customer and also have no empathy to a 78 Yr old woman. Please please don't use this company or if your insurance that you are with say they are sending them please refuse as they are a disgrace

Looking at other people's reviews on here it seems we are in the same position.

We got in touch with LV insurance after damage to our roof during the storm last month. We were assured a contractor would come out to survey the damage and they would be from HRNL.

Iain came out and did exactly what another poster has said on here. He used a camera on a stick to look at the damage and then came to the conclusion that it would be around £1450 to repair. Considering scaffolding would be needed this seemed really low. He also said that it could be a "couple of months, maybe April" until the work was done. So over 3 months after the initial damage when water is getting into our roof space, that's just shocking! They've not even provided us with a written breakdown of what they found, estimated or were going to fix.

We got a second opinion off a local roofing firm that we have used for the last 3 years on the odd slate that has come loose and they've quoted us £2800 for the work, £800 of which is for scaffolding alone.

I got back in touch with LV and said this all to them and was told that someone would chase it up with HRNL and get back to me this morning. It's now past 2pm and I've not heard a thing.

We are seriously considering getting the work done by the local roofer and sending LV the bill as nothing is moving anywhere. Communication is atrocious, we've not heard anything off HRNL since the 18th February, a full week ago.

In short:

1) almost zero communication from them as to the work being done since the surveyor visited.
2) the surveyor only used a camera and didn't inspect the roof physically at all
3) the estimate for the work done is half of what a reputable roofer is quoting
4) no report at all from them detailing what work needs to be done, costs, time frames etc. Only the word on the doorstep from the 'surveyor'.

**UPDATE: ISSUE NOW RESOLVED SATISFACTORILY WITH LV HRNL PENDING CASH SETTLEMENT FOR US TO GET THE WORK DONE BY A LOCAL ROOFER**

My husband and I are elderly and have never made an insurance claim before so needless to say we were very concerned but the process was made easy by the helpful; friendly and reassuring staff who were working under pressure due to the recent storm. We are delighted with their professionalism and may I add that I am not given to writing reviews!

It would appear our issues are similar to those trying to sort out a roof claim following the storms! As noted by others we have had little to no response from HRNL. We pay for a premium policy with Privilege and it appears an assessor with a camera on a stick that was at my property for approximately 25 mins and who had already made his mind up before entering my property supersedes official roofing reports from a specialist! My roof isn’t 7 years old but it’s wear and tear according to them. They took pictures after a temporary repair and weren’t interested in the report the roofer had supplied after a temporary fix! The amount of money they are offering for the internal damage is a joke and I’ll be lucky if that pays for the painting and flooring never mind all the plaster work and hole in the ceiling that needs sorting out. We’ve asked for a breakdown of how the finger in the air settlement was worked out and they can’t provide one. We just got a scope of works and m2 next to each item with no associated costs! Absolute joke. Like others check if your insurance company uses these people and if they do, refuse them dealing with it! We are 7 weeks into our claim and are no closer to a resolution.

Dealt with an insurance claim for me with absolutely no hassle. All went very smoothly.

Beth was our case handler and kept us up to date throughout the whole process and made sure that each stage was dealt with quickly and kept us informed at all times, Axiom doors and windows were appointed to carry out the replacement to our damaged garage door and they were also fantastic, they turned up on time and carried out the work to the highest standards, thank you once again Beth.

Very helpful, friendly and professional throughout the claim process.

The owner of this company, Ian Hogarth, confirmed to me in writing that his company does not provide a quality service and it falls way below the high standards expected.

My house suffered structural damage following storm Darragh. What started out as a simple claim for repair 30-40 missing slates and associated roof repairs has dragged on for nine weeks with no action being taken. The initial claim was with Aviva who handed the case to HRNL. An assessor came around and I was offered a cash settlement of £1400 and I had to prove scaffolding was used. I also discovered that a number of the slates had fallen onto my conservatory roof breaking a number of roof panels. The storm had also lifted the conservatory roof away from its fixings.
Two builders quotes were obtained, purely to repair the slate roof, both at around £4700. HRNL refused these offering just £2000 for the whole job. In the meantime every time it rains water pours into the loft area. This has soaked into the ceiling of two bedrooms. It has ruined recently installed loft installation and added significant costs to the claim. Aviva are aware of the problems but are having little joy in progressing the claim. HRNL have stopped talking to me. Ian Hogarth has failed to respond to a 'letter of intent'. I cannot keep my house warm as the heat is just going out through the ceilings.
If you are insured with Aviva or Direct Line and are unlucky and need to make a buildings claim please ensure you are not passed on to HRNL.

Ian Hogarth please do not reply asking for the case number. Another family member did that last week and you failed to respond to that.

My family and I have been dealing with this company for nine weeks, and our claim remains unresolved. Our roof tiles were damaged in a storm, and the situation has only worsened due to their lack of response. They have now stopped communicating entirely. We are living in fear that the ceiling could collapse at any moment, and the water intrusion is making way into our home making it incredibly cold. The lack of action is unacceptable, and I hope this review makes the owner aware of the real suffering his negligence is causing.

Update: Ian replies on here asking you to contact him but does not answer your emails when you do so. Business man, scammer or coward i'm not sure which one.

Claim was agreed within 2 hours of submission. Excellent service

Beth was very helpful in guiding me through the process of my claim for a new window following a break in. Kept me updated every step of the way requesting information required to speed up the whole process. And then contacting me to advise a settlement had been reach and thus requesting bank information to settle claim.

Never claimed before and assume it would be a headache, how wrong I was. A great service, helpful, prompt responses and a quick decision so thank you John Arundale

Steer well clear of this company. The call operators have a terrible attitude (that’s if you can get them to answer the phone). They never do what they say they are going to do. The assessors or loss adjusters do not spend enough time looking at the work needed which results in a cost of works being so far away from reality it’s crazy. The amount they charge the insurance company is double the cash offer you get I know this as my insurance company disclosed the figure in error. This company is scamming people out of money when they are at their lowest point. You pay insurance in good faith and all I expect is a fair payout when needed. 5 weeks after the claim was reported and still not had an offer in writing or a scope of works……. Disgusting how a company can treat someone like this.

Why are insurance companies hiding behind this intermediary? The HRN assessor who briefly visited to assess our claim had clearly already made up his mind and provided a subsequent 'judgement' that was entirely generic, making no mention at all of the specifics of our case. On registering our concern directly with the insurance provider we were shunted again to this intermediary whose automatic response (3 weeks ago) promised to get back in 48 hours. Still waiting.... There is a clear conflict of interest here with HRN's performance metrics presumably dependent on the volume of claims they enable the insurance company to reject. Reputable insurance companies are doing themselves no favours by hiding behind these opportunists. We will be transferring our business to a company that has the balls to deal directly with its paying customers!!

Thank you to Jessica Ragsdale who was very professional and patient in handling my claim.

I was transferred over to this company from my home insurance, iv never claimed before, honestly the company is amazing, the telephone staff are so lovely and dealt with it so quickly,
I had John Arundale who sorted the final stages, cannot praise him enough, so easy to talk to, so knowledgable and friendly, very very helpful and put me at ease as I was worrying that this last storm would finish my roof off,
He is honest and genuine and it’s been so easy to get in contact him if needed to ask questions about any part of my claim,
Seamless from start to finish, thank you to all xxx

Prompt efficient and fair communication with Beth enabled quick conclusion to claim.

I can not speak too highly of my experience of dealing with this company. Sophie Bettles was excellent. So efficient in processing the claim and in keeping me informed in a kind and considerate way. Very reassuring to an elderly lady.
First class service.

I can’t comment on aspects of the outcome or management of a claim handled by Home Repair Network Limited due to their inability or unwillingness to engage a surveyor - having been instructed by Directline to manage my claim, the claims handler:

a) advised that he had instructed a surveyor to contact me;
b) when being advised after a number of days had elapsed that the surveyor had not reached out, then advised he had instructed another surveyor;
c) the claims handler advised that the surveyor would contact me in 2-3 business days;
d) after a week I advised the claims handler that no contact had yet been received;
e) subsequently the claims handler now ignores my e-mails and there has been no progress on our claim

I appreciate that this review is out of step with many on the site, however, my experience has been incredibly poor. I hope that Directline monitor and review satisfaction levels of their commercial partners, as the ultimate effect of such inaction by Home Repair Network is that Directline lose a customer, as I certainly will not be renewing if they continue to engage them.

The process of negotiating my claim was amazing. Extremely prompt service from a very helpful and friendly agent. During the whole process I was comfortable that we were being treated fairly, and the funds to reimburse me for the cost of the repair work to my door were credited promptly to my bank account.