Housr Anmeldelser 

Besvarelse fra Housr

Opdateret den 7. sep. 2026

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

Besvarelse fra Housr

7. sep. 2026

Hi Hannah,

Thanks for getting in touch. We haven't been able to match this review to an account, so we're unfortunately unable to look into the details of your concern.

If you're a Housr customer, please email support@housr.com with the property address and the name the bills package is held under, and we'll look into it.
Emails sent to our team are never ignored, and I'm sorry if there was any delay in getting back to you.
We will ensure you get a response as quickly as possible.

Kindest regards,
Customer Support Team

Besvarelse fra Housr

2. sep. 2026

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.

Besvarelse fra Housr

25. aug. 2026

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

Besvarelse fra Housr

Opdateret den 25. aug. 2026

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

Besvarelse fra Housr

20. aug. 2026

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