Housr Anmeldelser 

Besvarelse fra Housr

6. jul. 2026

Hi Olivia,

We are really sorry to hear you got conflicting answers from different members of our team.
That's not the level of service we want to give, and it's feedback we'll take onboard.

July is our busiest month for move-ins, with the team working flat out to get houses ready ahead of the new academic year. While this isn't an excuse for the service you experienced, we hope it's helpful context. We hope, throughout the year, you'll get to experience the good service our team can provide.

On the package itself, a few things worth knowing when comparing to using a traditional supplier: your package is unlimited energy and water, so there's no usage cap and no surprise final bill at the end of the year, all for one fixed monthly price for your whole tenancy. Everyone in the house pays only their own share - no chasing housemates, no shared account.
It also comes with free Contents Cover included (up to £1,000 for your phone, £1,250 for your laptop, plus up to £5,000 tenancy liability cover), and we handle all the supplier admin, so there's nothing for you to set up or manage.

I can see in this case you'd also managed to secure a free broadband upgrade for the entire year.

Again, we appreciate and take on board your feedback. And hope that we can continue to improve and provide the service you expect from us.

Customer Support Team

Besvarelse fra Housr

2. jul. 2026

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.

Besvarelse fra Housr

25. aug. 2026

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