Emergency Hero

Emergency Hero, home emergency platform in the United Kingdom

Emergency Hero is a technology company based in Manchester that connects homeowners with local professionals to resolve plumbing, electrical, heating, gas and drainage emergencies. The company does not employ the engineers and does not have its own vehicles or tools: its activity consists of managing the platform, the processes and the network of professionals that make the connection between customer and specialist possible.

According to its own presentation, since 2023 it has connected more than 50,000 homeowners with local professionals. Its customer service team works from the Manchester office and the engineer network exceeds 1,200 professionals distributed throughout the country.

Emergency services covered

The company organises assistance in four main areas: plumbing, electrical, heating and drainage. Among the problems it handles are burst pipes, major leaks, blocked drains, electrical faults and loss of heating or hot water. It also covers gas-related emergencies.

• Emergency plumbing
• Emergency electrical
• Heating and gas
• Drainage and sewerage

Response model and coverage

All emergency call-outs are attended within the same day, unless otherwise agreed between the parties. The company states that 87% of its call-outs are completed within 90 minutes. The service is available 24 hours a day, 365 days a year, with the aim of sending a local professional to the home at any time of day or night.

Coverage extends throughout the United Kingdom, with emergency electricians and plumbers present in cities such as London, Manchester, Liverpool, Birmingham, Leeds, Glasgow, Edinburgh, Cardiff, Nottingham, Sheffield, Newcastle upon Tyne, Swansea, Coventry, Bristol, Stoke-on-Trent, Wolverhampton, Kingston upon Hull, Plymouth, Norwich, Derby, Bath, Oxford, Northampton, Leicester and Bradford, among others.

Mobile app and service management

Emergency Hero allows you to book, manage and track the service through its mobile app. The company maintains that prices within the app are lower than over the phone and that they include the first hour of work and the call-out, which according to its presentation represents the lowest price in the United Kingdom for an emergency call-out with same-day attendance. The app allows you to track the engineer on a live map and does not take any payment until the work has been completed.

Pricing and booking

The price of each call-out is agreed by phone with a booking agent before confirming the service. That amount covers the call-out fee and the first hour of labour. The company does not publish fixed rates in the information analysed.

Network of professionals and business model

The company works with a network of independent plumbers, electricians and gas engineers spread throughout the country. Its approach consists of referring the work to local professionals instead of sending corporate contractors, so that the booking helps keep small businesses and local economies active. Emergency Hero defines itself as a technology company whose product is the infrastructure that enables that connection, although what the end customer perceives is the arrival of a professional at their home.

Customer profile and origin of the project

The company traces its origin to the observation of a recurring problem among British homeowners: the difficulty of finding urgent help outside conventional hours, without price transparency and without guarantees about the quality of the professional who finally attends. Its proposal is aimed at that profile of homeowner who needs an immediate solution to a home breakdown.

Location and contact

Hours: 24 hours, 365 days a year