Question 1

What qualifies as a home emergency?

Accepted Answer

Any sudden issue that risks damage, affects tenant safety or removes essential services like heating or water qualifies as a home emergency.

Question 2

Can my tenants contact you directly?

Accepted Answer

Yes. Add their details to your policy. We handle emergencies with them directly.

Question 3

Is there a limit on claims?

Accepted Answer

Yes there is a limit on the number of claims. Each claim must be within £1,000 on the Platinum plan or £500 on the Gold plan, depending on which plan you have.

Question 4

What is landlord home emergency cover?

Accepted Answer

Landlord home emergency cover is insurance for urgent repairs at your rental property. When something breaks suddenly, this cover sends a qualified tradesperson to fix it. You call one number, help arrives, and the repair gets done.

Question 5

How is landlord home emergency cover different from landlord insurance?

Accepted Answer

Standard landlord insurance covers big events like fire, flood and theft. Emergency cover handles everyday urgent problems such as a broken boiler, burst pipe or failed electric circuit. Landlord insurance rebuilds your kitchen after a fire. Emergency cover fixes your boiler on a freezing night.

Question 6

Who needs landlord home emergency cover?

Accepted Answer

Any landlord with a rental property in the UK. It suits private landlords with one house, buy-to-let investors with a flat, and portfolio landlords with multiple properties.

Question 7

What is included in every plan?

Accepted Answer

Every plan includes a 24/7 emergency helpline, qualified approved contractors, parts, labour and VAT, no call-out fees, and a 12-month repair guarantee.

Question 8

What is not covered by landlord home emergency cover?

Accepted Answer

The following are not covered: pre-existing faults and poor maintenance, boilers over 15 years old, properties unoccupied for 30 or more days, commercial properties, routine servicing and wear and tear, external pipes outside the property boundary, solar heating and heat pumps, and the first 48 hours of a new policy.

Question 9

What is the typical cost of emergencies without cover?

Accepted Answer

Without cover, emergency costs can be significant. Call-out fees in evenings and weekends cost £150 to £300. Boiler repair costs £150 to £500. Boiler replacement costs £2,000 to £4,000. Burst pipe repair costs £150 to £600. Burst pipe water damage can cost £5,000 or more. Emergency electrician costs £200 to £400. Broken lock replacement costs £100 to £200.

Question 10

What is the target response time for emergencies?

Accepted Answer

For urgent emergencies, Platform Financial Services aims to get a contractor to your property within 4 hours. Severe weather or remote locations may take longer, but genuine emergencies are always prioritised.

Question 11

Is there an excess on claims?

Accepted Answer

No. There is zero excess on claims. You pay nothing when you claim. There are also no hidden admin fees or surprise charges.

Question 12

Is there a repair guarantee?

Accepted Answer

Yes. All repairs come with a 12-month guarantee. If a repair fails within 12 months, it will be fixed again at no extra charge.

Question 13

How do I make a claim?

Accepted Answer

Step 1: Call the 24/7 helpline on 0345 5439931. Have your policy number and property address ready. Step 2: The team assesses your emergency and confirms coverage. A contractor is assigned. Step 3: The contractor attends your property. Someone aged 18 or over must be present. No upfront payment is required.

Question 14

What happens if a gas leak occurs?

Accepted Answer

If your tenant smells gas, they must call the National Gas Emergency Service first on 0800 111 999. This is a legal requirement. Once the Gas Board makes the area safe, emergency cover handles repairs to the internal gas pipes. All gas work is carried out by a Gas Safe registered engineer as required by UK law.

Question 15

Are portfolio landlords catered for?

Accepted Answer

Yes. Multi-property pricing is available. One policy can cover all properties with a single renewal date. Portfolio landlord discounts are also available.

Platinum Plan – Landlord Home Emergency Cover

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Platinum Plan – Landlord Home Emergency Cover

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