Housr reviews

Hi Abby, We're sorry to hear your tenancy has started with some stress, that's not the experience we want for anyone with a Housr package. On the smart meter calls: our process is to only contact tenants about a smart meter once it's been requested by someone in the property through the app, so what you're describing shouldn't have happened that way. We'd like to look into this properly - if you can send us the property address or your email, we'll check this on our end. On the water bill: bills from suppliers are sometimes backdated, and occasionally get sent out in error from the suppliers directly, which may be what's happened here. If you send us the bill and your details, we'll chase this directly with the water company and get it corrected or resolved. On the electricity reading: that figure is likely an estimate, which our utilities team uses when we don't have a real meter reading on file rather than a live figure from the box. If you submit your actual readings, we can update this and correct the estimate - let us know if the app isn't letting you do that and we'll look into it as a possible bug. Please reach out to us directly with your details so we can get all of this sorted properly - we want to make sure we can put this right. Kindest regards, Customer Support Team

Hi Daniel, thank you for the mention of Yves - he'll appreciate it. To clarify the billing point: the difference between the quote and what was charged came down to 12p per week. We take quoting accuracy seriously regardless of amount, but wanted to be transparent about the scale of the discrepancy here, since "promises not being honoured" suggests something larger. We can see that our team was working to resolve this for you as quickly as possible, and I'm sorry if you had to chase a few times, however our team was working on it. If you're still having issues after your move, please let us know and we will be happy to help. Kindest regards, Customer Support Team

Hi Lily, We’re sorry to hear about your frustration. For clarity, a sign-up was completed through our website on 23 May 2025, which confirms agreement to the full terms and conditions and setup of the package at the point of submission. That’s why the account was set up and communications around payment followed. That said, we can confirm this matter has now been fully settled and your account is closed Best, Customer Support Team

Hi Karen, Thank you for taking the time to set this out. As the review doesn't include a name or property address, we haven't been able to locate the account or verify this, so there's a limit to what I can address here. What I can confirm is how we operate. A cancellation made inside the 14-day cooling-off period carries no fee - that's a fixed process which we always follow. On the email confirming the package start, I'm sorry for the confusion that caused. That confirmation is triggered when direct debit details are added to an account, or when a package is agreed again, so it's possible something was actioned after the cancellation. I can't say for certain without being able to look at the account. Please email support@housr.com with the property address and the name on the account, and we'll go through it properly and come back to you.

Hi Mathew, I'm sorry to hear about the experience you've described, this isn't what we want for anyone using our service. While I understand its frustrating, we have to follow certain steps when processing a cancellation, and I'm sorry if this process wasn't as clear as you'd expected. We'd like to look into this properly, could you send us your account details (or the email you've been using to contact us) so we can look into exactly what happened regarding your price? We would never adjust pricing to anything outside of our agreement or terms and conditions outlined to you at the point of sign-up. For context, when your package ends with us, we can't just 'turn-off' the energy supply for your property. You may therefore be entered into a deemed contract with the suppliers we use, as is standard industry practice. You have the ability to switch from these suppliers at any point should you choose to do so. Kindest regards, Customer Support Team

Hi, Thank you for your feedback and I'm sorry to hear you've had some issues here. Our initial missed payment reminder email was sent to the tenant on 09/07/2026. Following your query sent on 27/7/26, one of our customer service agents then replied on the same day advising you we were unfortunately unable to locate the payment and therefore requested proof of payment from you. Following receipt of this, it was noted that unfortunately the incorrect payment reference was used, which is why we were unable to locate the payment. As soon as we realised this you were informed that the proof of payment had been sent onto our billing team to locate and allocate the payment to the tenant’s account successfully. Unfortunately, as this has to be done manually when the incorrect payment details are used, this can take longer than usual. As such, the email that mentions a CCJ warning was sent on 31/07/2026 to the tenant as the payment amount was still showing as outstanding on our system. We do apologise for any stress caused here, however, there was unfortunately an overlap between the outstanding balance correspondence being sent out, and the payment being located and allocated to the account. If you were struggling to reach us on the phone I do apologise, however, I can see that following your email querying the CCJ warning, an email was sent to you within 2 working days confirming the receipt and successful allocation of the payment to the tenant’s account. To be clear, no further emails pertaining to an outstanding balance have been sent to the tenant following receipt of the payment. Instead, polite reminder emails have been sent with regard to setting up their direct debit. This will allow a payment schedule to generate and minimise any chance of late payments in the future. It is worth noting here that the time period between the initial payment reminder email and the CCJ warning was 3 weeks, with polite reminders during this period containing pointers to alternative payment options. We do this in order to ensure that any tenant experiencing financial difficulty, or difficulties making their monthly payments, have sufficient time to get in contact with us so we can reach a solution that works best for them. Kindest regards, Housr Customer Support Team

Hi Ebony, Thank you for your feedback, and I'm sorry this has been going on for as long as it has. I can see that our team had waived your cancellation fees in this instance due to the property not being serviceable for the gas and electricity. While we were waiting for you to confirm the cancellation, a payment was taken automatically, and I'm sorry if thats caused frustration. As we mentioned in our email, this would be refunded in full to you. Also the £3,000 monthly figure you have stated in this email is not a Housr package price, and I'm unsure where you've got from. Please email support@housr.com with your property address and the name on the account. I've asked for this to be picked up as a priority. Kindest regards, Customer Support Team

Hi Joe, Thank you for your feedback. To confirm, as your initial request to cancel came through to us within the 14 day cooling-off period your package was fully cancelled by our team with no fees, and you are no longer contractually obliged through Housr. We apologise that you did not receive written confirmation of this once it had been actioned by our team, this was a simple miscommunication from us. July and August are an extremely busy time of year and we thought we had already followed up to confirm this with you in writing. We apologise that was missed and are sorry for any uncertainty this caused in the meantime. We are always looking for ways to improve our communication and minimise any stress when it comes to sorting bills through Housr. This case has been reviewed and procedures put it into place to ensure it does not happen again. Kindest regards, Housr Customer Support Team

Thank you for the detailed feedback, and we're sorry for the stress this caused you and your housemates. On the pricing: you're right that the first three months were charged at £99 instead of the agreed £94, and we're sorry that took a call and an email to sort, and that it wasn't corrected until after that third payment had already gone through. The refund for that overcharge should have been straightforward and we're sorry it wasn't quicker. On the final £23.37 - to explain this for anyone reading who's considering the package: when we corrected the the payment amount, we reduced your following monthly payments to £91 to balance things out. That reduction ended up leaving you slightly in debt, so the £23.37 at the end wasn't a new or additional charge - it was just bringing your total payments over the tenancy back in line with the £94 per month for the package you signed up for, no more and no less. We understand it felt like an unexpected, but it was actually your account settling to the exact rate agreed from day one, not an extra cost. The "no scary bills" promise is about not landing you with unpredictable utility costs at the end of a tenancy, and that was the case here with your utility costs being fixed. But we know getting there took more back-and-forth than it should have, and we're sorry for that. Kindest Regards, Housr Customer Support Team

Hi, Sorry to hear you've had a frustrating experience here. On the late fee and court action warning: we've checked back through your account and can confirm your payment was made on time. Both the fee and the warning were removed as soon as you flagged it. There can sometimes be a delay between the payments being made, and them being received. We're sorry for the stress that caused, especially given how serious a "court action" notice sounds. We're also sorry to hear about the £30 water cancellation charge. Charges only ever apply if a service was actually cancelled early, so if it was applied without cause we'd like to get it reversed - please send us a message with your account details so we can check. We can confirm no fees were applied, and no action has been taken on the account. Kindest regards, Customer Support Team

Hi Louisa, We are really sorry to hear you've had a stressful experience here. To address the points you've raised: your water account with Welsh Water was kept up to date throughout the tenancy, and payments were made as billing came in. The issue causing the confusion at the end of the tenancy was that the the account was set to an earlier date than your tenancy end. This meant Welsh Water's records didn't match your actual tenancy dates, which is why you kept hearing from them after you'd moved out. We ask them not to contact tenants directly to avoid this confusion, but unfortunately that didn't happen in this instance. We understand it's frustrating to be contacted directly by a supplier about an account you believed was being handled for you, and we're sorry you had to spend your time dealing with this. The account is now correct, and you should receive no further communication from Welsh Water. Kindest Regards, The Customer Support Team

Hi Jack, thanks for your feedback. We are disappointed to receive this review given the conversations we've had to try to resolve your problems. We've kept a full record of this case, including the call recording and written correspondence, and after reviewing it thoroughly, we don't think this is a fair characterisation of what happened, so we want to provide further context. Our records show the call was explicitly framed around providing you with a quote, and that we were not signing you up to anything. Our representative assured and mentioned the "quote" more than once and said: "if it is something that you do wanna move forward with, we can get all that set in stone for you." At no point on the call, or in the confirmation email that followed, were you told the package was compulsory or a required step from your landlord, who we have no association with. The follow-up email you were sent outlines next steps and ends with "if you... would like to go ahead and sign up" which is asking you to opt in, not mandating a sign up. You then signed a full, separate contract setting out the pricing and terms in writing, including: "By signing up to a Housr Bills Package, you're agreeing to our terms and requesting the start of our utilities management service. Our terms will be binding from when the first tenant signs up to our services. You have the right to cancel your contract without providing any reason within 14 days of signing this contract." Unfortunately, as you signed the contract and informed us outside the 14 days, meaning cancellation fees were applicable in line with our cancellation policy. At no point were we informed, or had any way of knowing, that your property already had bills included. You did not inform us of this at any point, or ask it we had any association with your landlord, which would have been able prevent this. We appreciate tenancy agreements can be confusing, which is why, when your household disputed the sign-up, despite services having already been ordered on your behalf, we reduced your fee by 50% as a gesture of goodwill and cancelled the contract in full. We believe this was a fair resolution, and you agreed via email that it resolved your complaint. We're always open to feedback on how our sales calls come across, and we'll keep reviewing that. But we'd ask that the record reflect what was actually said and agreed, rather than the characterisation in this review.

Hi Olive, I'm sorry to hear the sign-up and cancellation process felt frustrating. On the sign-up point: our packages are set up with one lead tenant signing on behalf of the household. This is standard for shared-house billing, as there can only ever be one supply for gas and electricity in a property. We understand this can be frustrating, but as soon as you sign up, you are sent confirmation emails informing you of the 14 day cooling off period where you can cancel with no charges at all. Kindest regards, Customer Support Team

Hi Sabine, Thanks for taking the time to write this, and I'm sorry your experience fell short of what it should have been. We can't go into account specifics in a public reply, but I've had a look based on the name on your review. You're right that we didn't answer your first few calls - The week you called is our busiest period of the year, and although we called you back as soon as an agent was free, waiting like that isn't the experience we want you or anyone to have. Regarding your refund, the delay was down to us not having a payment method on file for your account, but we should have made that clearer for you. The typos in your final statement and the timings we gave you sounds frustrating, and I've raised both with the team. If you email us at support@housr.com, we'll pick this up properly and look into the detail with you. Kindest regards, Customer Support Team

Hi Hannah, Thanks for your feedback. We’re sorry to hear that your experience wasn’t a positive one. As you mentioned, the situation was complicated by the property having two electricity meters, which did unfortunately, cause some confusion during the setup and billing process. That said, once the issue was fully reviewed, we worked with you to resolve the account and ultimately removed the exit fees and refunded the account so that you only paid the equivalent of our pay-as-you-go tariff. We appreciate your patience while this was being investigated. We are sorry if you felt communication during this process could have been smoother, we’ll take that feedback on board as we continue improving how we manage very complex property setups like this. Housr Customer Support Team

Thank you for the feedback. We've checked this against our records, and given the specifics raised here, it's important to set out what happened rather than leave this unanswered. The account was signed up in full, with direct debit details provided, and our team took the property onto supply on that basis. This was a service that was set up by you and delivered by us - not one that went unreceived. On communication, our records show 50 emails were sent in total to the email address you are leaving this review from. 27 of them were sent before any warning was issued, in addition to multiple attempted phone calls. In these emails, the package being live and the property being on supply was explained. We don't recognise the claim that no attempt was made to get in touch, and we're happy to share that communication log in full. We also have no record of any service being cut off, or you communicating this to us. If something did stop unexpectedly, please let us know about it specifically - but as it stands, that isn't reflected anywhere on our side. We're always open to discussing pricing or a payment plan directly with a customer, including in cases heading toward formal action - that conversation needs to happen with our team by engaging with the emails sent. Please contact us directly with your account reference so we can go through the timeline and resolve this properly. Kindest regards, Customer Support Team