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 247 999 or by writing to us at
Customer Admin Department
HomeServe Membership Limited
3. 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 or approved tradespeople (on our behalf) 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.
Preparation for our arrival:
Please make sure that the area that needs attending to is accessible and 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.
If access has to be made to your property in order to carry out any work we will fill any holes and leave the surface level but we will not replace the original surface or construction. Unless we have been negligent, any redecoration or repair of damage that may be needed following our work is your responsibility.
We will give you a time estimate for doing the work. However, there may be circumstances outside of our control that prevent us keeping to such timescales. We will contact you as soon as possible to let you know and takes steps to minimise the effect of the delay and rearrange the appointment with you.
4. Your quote
We will agree a price with you over the phone or online and take your credit or debit card details then. Those details are kept safe and secure and are not stored by us. Once we have completed the work we will take payment from your card.
When we agree the price with you over the phone or online, we want that to be the price you actually pay. You need to tell us as much as you can about the work required. If we arrive and more work is required than when you booked the job then we may have to charge you more for the work. We will tell you before we start any work.
5. Your right to cancel
You have 14 days from the date you place your order to cancel without giving any reason. 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, you will have to pay for any work completed before you tell us that you have changed your mind.
If you do wish to cancel please call us on 0330 0247 041 or fill in the cancellation form below.
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.
Please note, however, that our guarantee is subject to the following:
i) 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, flushings or pest infestations you'll need to pay for us to come and sort it out again.
ii) 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
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 247 999 or write to HomeServe at Freepost RLYC-LXAL-GEEH, HomeServe, Cable Drive, Walsall, WS2 7BN.
8. Reduced price repair and policy (gas or electrics)
If you have purchased a reduced price repair and an electrics or gas 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.
This information can be supplied in large print, Braille or audio on request.
HomeServe Membership Limited
0330 247 999
Please take this letter as notice that I wish to cancel my contract of sale for the supply of the following service/job:
Name of Customer(s):
Address of Customer(s):
Signature of Customer(s) (only if this form is notified on paper):