Reactive Home Services

Reactive Home Services: care plans for appliances, satellite systems and home emergencies

Reactive Home Services Ltd. is a nationwide service plan provider specialising in the care of kitchen and home appliances, home emergency situations and televisual entertainment equipment. The company states that its head office and call centre are located in the south of England, and its registered office is at 3 Poole Road, Bournemouth BH2 5QJ.

The business is organised around three product lines, each with its own conditions and limits, which are set out below as described on its website.

Appliance Care Plans

The appliance protection line is presented as a way of covering several important household appliances under a single plan. According to the company, the plan covers multiple appliances, is offered in tiered options, allows up to £800 per call-out and includes repair, parts and labour. Appliances are accepted up to eight years of age.

Satellite Care Plans

The satellite system plans are marketed with a focus on savings on system care. The stated conditions include unlimited call-outs, an unlimited claims limit, repair, parts and labour included, and no call-out fees or excess fees.

Home Emergency Plans

The home emergency cover is described as reassurance for the customer and their family. The company lists unlimited repairs, up to £500 per call-out, call-outs, parts and labour included, and a £75 excess.

Customer feedback and referral scheme

The site reproduces reviews attributed to named customers. All three are shown with five stars. The company also promotes a refer-a-friend scheme offering £40 for the customer and a friend.

Service approach and environmental policy

Reactive Home Services says its customer care team is trained to provide a fast, efficient and friendly service, and it frames its service culture around Kaizen, the Japanese philosophy of continuous improvement, applied by encouraging staff to propose small, regular improvements to working methods.

On the environment, the company states that it follows a strategy based on the Pollution Prevention Pays (3P) programme created by 3M in 1975. The stated key points are minimising waste through efficient operations, actively promoting recycling, sourcing and promoting a product range that reduces environmental impact in production and distribution, and meeting or exceeding applicable environmental legislation.

Contact and opening arrangements

The company operates a freephone line and handles claims by email and post at its Bournemouth address. Its home emergency line is described as open 24 hours a day, seven days a week, and the site also refers to separate holiday opening hours published for the year.