Skip to main content
 

HomeServe Repair & Install Terms & Conditions

1. These terms

These are the terms and conditions on which we will carry out the work we have quoted for you. Please read them carefully. These terms tell you who we are, how we will provide the services to you, how you and we may change or cancel the work and how to make a complaint.

2. Information about us

We are HomeServe Membership Limited trading as HomeServe. Our registration number is 2770612 and our registered office address is Cable Drive, Walsall WS2 7BN. You can contact us by calling 0330 0247 999 or by writing to us at

Freepost
RLYC-LXAL-GEEH
Customer Admin Department
HomeServe Membership Limited
Cable Drive
Walsall
WS2 7BN

You can find everything you need to know about us and our services on our website: www.homeserve.co.uk

3. Your quote

When providing a quote, we want that to be the price you actually pay. You need to tell us as much as you can about the work required. When our engineer arrives and finds out more work is required, then we may have to charge you more for the work. We will agree any additional costs with you and provide you with an updated or additional quote before starting any work.

We will agree a price with you over the phone and take your credit or debit card details then. The full amount for the visit will be taken up front before a HomeServe approved engineer attends your property. Included in your quote will be the minimum call out fee which is non-refundable. The remainder of your quote is refundable if the repair is not completed. Your credit and debit card details are kept safe and secure and are not stored by us. We can only accept payment using the following cards: Mastercard, Maestro, Visa or Visa Debit.

Your quote is valid for 14 days from the date we give it to you. If you don't accept your quote in that time but change your mind later, we may need to give you a new quote.

4. The work

We will complete the work included in your quote with due skill and care and in accordance with industry standards.

Who does the work?

We use our own employees, approved tradespeople (on our behalf) or provide access to third party contractors to carry out the work. These are carefully selected to make sure they provide a great level of service. Our HomeServe approved engineers carry photo I.D. so that you can be sure you are dealing with a HomeServe approved engineer.

When will we do the work?

We will start the work on the time and date we agree with you when you accept the quote. We will also give you a time estimate for how long the work is going to take to complete.

There may be circumstances outside of our control that prevent us from starting the work at the agreed time or keeping to the estimated timescale. If this happens, we will contact you as soon as possible to let you know and rearrange the appointment with you.

The parts we use:

Where we replace parts, these will be HomeServe approved standard alternatives.We will try and get parts from the original manufacturer or our approved suppliers. The parts we use will provide similar functionality but not necessarily be identical, the same make and model or the same type of fitting. For example, we may replace a designer tap with a standard one, or replace electrical fittings with our nearest version. Our engineer can fit an alternative part supplied by you (so long as it complies with British Standards and regulations), however this part will not be guaranteed by us. Our engineer will not fit parts supplied by you where the claim relates to the gas supply or the central heating system.

Preparation for our arrival:

It is your responsibility to give us access to your home. If we cannot get access, we won’t be able to complete the work and you will need to contact us to arrange another appointment. Please note if in any circumstance the work cannot start or cannot be completed, but our engineers have arrived at the property, you will still be charged the call out fee.

Please make sure that the area that needs attending to is safe (i.e. clear of all household items). We won’t be able to start any work if we believe there is a health and safety risk, for example hazardous chemicals, asbestos or pest infestations- and we won’t return to finish the work until that risk is gone.

It is your responsibility to get any permission needed for the work, for example if you don’t own the property, you need to obtain the owner’s permission first. You will be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission.

For plumbing and drainage works, you will need to make sure we have clear access to drains and manhole covers, and a supply of mains electricity and water. If this isn’t provided to us, you may be responsible for any extra costs to us for any additional work as a result. If access has to be made to your property in order to carry out any work, for example cabinets or cupboards have been removed, we will fill in any holes that we have made and leave the surface level. We will do or best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling any existing fixtures and fittings) may cause damage. We will not replace or restore the original surface or construction, for example tiles. Unless we have been negligent, any redecoration or repair of damage that may be needed following our work is your responsibility.

Where a repair is not possible:

After assessment of the work a repair may not always be possible. This could be due to the parts required no longer being available, poor condition of the property or item being repaired or the number and cost of parts required is such that a replacement may be more suitable. The engineer will discuss the options you have in these circumstances. If the repair is not possible because it is different to that described when agreeing your quote, and it requires a different engineer, different parts or a new quote, you may still be charged the call out fee.

5. Your right to cancel

You have 14 days from the date you accept your quote to cancel without giving any reason. Or if we have ordered parts for the job, you have 14 days from the date they arrive. This is your statutory cooling off period. You can choose to have the work carried out before the cooling off period ends, however, if you cancel after we have started the work, we will charge you for any work we have already done, and parts used. The call out fee is not charged if you cancel prior to our engineer being sent to your property.

If you do wish to cancel please call us on 0330 0247 041 or fill in the cancellation form and post it to us. We refund you by the method you used for payment. We don't charge a fee for the refund.

6. Guarantee

We guarantee any work done and any materials which we provide for a period of 12 months from the appointment. This means that if any problems occur after the completion of the work and they are the result of any faulty workmanship, we will remedy those problems at no further cost to you. Likewise, if any materials we supply are faulty, we will replace them free of charge. We then guarantee any additional work carried out, or additional materials provided, but only until the date that is 12 months from the original appointment. This does not affect your rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it.

  1. Please note, however, that our guarantee is subject to the following: Where the work involves a blocked drain, a boiler service or the flushing of a central heating system, or relates to pest control e.g. vermin, wasps or ants, the 12-month labour and parts guarantee is not applicable. So, if you have any further blockages or problems with your boiler, system flushing or pest infestations you'll need to pay for us to come and sort it out again.

  2. We will not remedy any problems with materials or parts where they have been purposely or accidentally damaged. Nor will we remedy any problems where it relates to materials or parts you have provided.

  3. For electric vehicle chargers we use third party contractors who specialise in the installation of these products and will work on your property under their own terms. The chargers will come with the benefit of an installation and manufacturer’s guarantee provided directly by the contractor and manufacturer – please see the product terms and conditions for details.

7. How to make a complaint

We aim to provide you with a high standard of service but from time to time things may go wrong. When we receive complaints we investigate them at once and every effort is made to resolve them to your satisfaction. If you have a complaint, please phone 0330 0247 999 or write to HomeServe at Freepost RLYC-LXAL-GEEH, HomeServe, Cable Drive, Walsall, WS2 7BN.

8. Reduced price repair and policy

If you have purchased a reduced-price repair and an insurance policy and you subsequently cancel the policy within the first 12 months, you will be responsible for paying HomeServe the full cost of the work you have had carried out under the repair.

9. The law that applies

This agreement is governed by the laws of England and Wales, except where the property is located in Scotland, in which case the laws of Scotland will apply. All correspondence will be in English.

10. We use your personal data as set out in our Privacy Notice

Although our Privacy Notice does not form part of the contract between you and Homeserve Membership Limited, we recommend that you read our Privacy Notice, to understand how we collect and use your personal data and your data protection rights. Please see our Privacy Notice at: https://www.homeserve.co.uk/about/privacy-policy

This information can be supplied in large print, Braille or audio on request.