What is an Insurance Backed Guarantee?
An Insurance Backed Guarantee underwrites your installing contractor's written guarantee; it's usually for faulty workmanship and or faulty materials if the installing contractor ceases to trade - generally for financial reasons - but you should always check your policy Terms and Conditions as policies can differ.
How to check if you have a HomePro Insurance Backed Guarantee
If you think you may have a HomePro Insurance Backed Guarantee, but aren't sure;
- Check if you have any HomePro paperwork containing a reference number or policy number.
- Call us on 0800 131 0123 and we'll be happy to check, please make sure you have the following details to hand when calling:
- Reference or policy number (if known)
- The address where the work was carried out
- Name of HomePro registered Installer who carried out the work
- Membership number for the installer who carried out the work
- Full name of the policy holder
How to get a HomePro Insurance Backed Guarantee
To obtain a HomePro Insurance Backed Guarantee, your home improvement work must be completed by a HomePro registered installer.
For most types of work, the IBG must be explicitly included in your contract.
However, for replacement double glazing, if your installer is part of a Competent Person scheme (e.g., FENSA), an IBG is mandatory.
How to activate your HomePro Insurance Backed Guarantee
If your installer has already registered you for an Insurance Backed Guarantee, and the work has been both paid in full and completed to your satisfaction, you can activate your warranty cover by clicking here and completing a short form.
How to find a HomePro registered installer
Finding a vetted installer for your home improvement project is simple with HomePro's Find a Pro service.
Here’s how you can easily find a HomePro registered installer:
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Visit Our Find a Pro Service
Start by clicking here to access our Find a Pro tool. This tool allows you to search for registered and insured installers in your area.
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Filter by Location and Project Type
Simply enter your postcode and select the type of project you need assistance with—whether it’s roofing, double glazing, or another home improvement service.
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View Installer Business Profiles
Browse through detailed profiles of local HomePro installers, where you can read detailed information about them, see their previous customer reviews, and services offered. All listed installers are HomePro registered, ensuring they meet our vetting requirements.
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Get in Touch
Once you've found an installer that suits your needs, you can request a quote from them directly from their business profile page.
Check if your installer is registered with HomePro
To check if your installer is registered, follow these simple steps:
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Visit Our Find a Pro Service
Click here to access the Find a Pro tool.
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Look Up a Member by Name
Below the search bar, select the option to "Look up a member by name" and enter your installer’s name.
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View Results
If your installer is registered with HomePro, their profile will appear in the search results, where you can confirm their registration status and view their information.
If your installer doesn't appear in the search, and you'd like to double check, you can always call us on 0800 131 0123.
How to make a claim
We hope that your home improvement project goes smoothly and that you won’t need to make a claim. However, if you find yourself in a situation where a claim is necessary, we’ve provided the following guidelines to help streamline the process. Please note that the exact requirements for your claim may vary depending on your policy wording, and the steps below are general guidelines.
To Claim on Your Deposit Cover:
If you need to claim on your Deposit Cover, please call us on 0800 131 0123, email us at enquiries@homepro.com, or write to us at HomePro, Station View, Guildford, Surrey, GU1 4AD
To Claim on Your Insurance Backed Guarantee (IBG):
For an IBG claim, it's the same process, please call us on 0800 131 0123, email us at enquiries@homepro.com, or write to us at HomePro, Station View, Guildford, Surrey, GU1 4AD
How to make a complaint against a HomePro registered installer
At HomePro, we are committed to ensuring that every homeowner receives high-quality workmanship and professional service from our registered installers. However, if you feel that your experience has not met these standards, you have the right to make a complaint. Here’s how to proceed:
1. Contact Your Installer Directly
- Before making a formal complaint, we recommend contacting your installer directly to discuss your concerns. Most issues can be resolved through direct communication, and your installer may be able to offer a solution.
- Provide them with clear details of your complaint, including any relevant dates, work specifications, and supporting evidence, such as photos or documents.
2. Submit a Complaint to HomePro
If you cannot resolve the issue with your installer, you can escalate the matter to HomePro. To do so:
- Step 1: Gather Information
Ensure you have the following information ready before submitting your complaint:
- Installer’s name and HomePro business ID
- Details of the work carried out
- A description of the issue or complaint
- Copies of any relevant documents, such as contracts, invoices, or photos of the work
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Step 2: Submit Your Complaint
Contact our customer service team via 0800 131 0123 or via email with a brief outline of the complaint.
- Step 3: Complaint Review & Next Steps
Once we receive your initial complaint overview, depending on the nature of the complaint, you may be asked to complete a complaint form and provide supporting documentation, or your complaint will be handled by one of our Account Managers.
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Step 4: Investigation and Resolution
From here, our team will review the information and contact both you and the installer to investigate the issue. We will work to mediate the situation and reach a fair resolution as quickly as possible.
At HomePro, we take all complaints seriously and aim to resolve them fairly and efficiently, ensuring homeowners are protected and satisfied with their home improvement projects.
Insurance Product Information Documents (IPIDs)
Terms and Conditions
Insurance Backed Guarantee Marketing Material
HomePro - Your Home Improvement - Insured
* As defined in your policy wordings
enquiry@homepro.com
Station View, Guildford, Surrey,
