Legal
Plan terms, inclusions & exclusions
Last updated: 2026-07-12.
Where our responsibility starts and stops
The same lines the utilities and industry providers use. In plain English at the bottom.
Water
We work on your private water system: from your internal stop tap (or the boundary stop valve on your side of the property line) through all internal pipework, tanks, taps and cylinders. Anything on the street side of your boundary or meter belongs to the water company (Southern Water on the Isle of Wight). If there's a leak on their side, we'll help you identify it, but it must be reported to and fixed by them. Their emergency line is free and they are legally responsible for it.
Gas
If you smell gas, call the National Gas Emergency line on 0800 111 999 immediately — before calling us. Our Gas Safe engineers work on your internal gas pipework, boiler and heating from your side of the gas meter onwards. The meter itself and everything street-side belongs to the gas network (SGN locally).
Electricity
The supply cable, main fuse and meter belong to your electricity network operator and supplier. Our NICEIC/NAPIT engineers work from your consumer unit onwards — circuits, sockets, switches, lighting and fixed wiring.
Drainage
We work on the private drains within your property boundary that serve only your home. Shared drains, lateral drains beyond your boundary, and public sewers are the water company's legal responsibility — even when the blockage affects your property. We'll tell you honestly which side of the line a problem sits on.
In plain English: If it's on the street side of your meter, stop valve or boundary, it isn't ours or yours to fix — it belongs to the utility company, and we'll point you to the right one.
Included in every plan
- One point of contact for every home issue — phone, app, online
- Vetted, insured, qualified engineers (Gas Safe for gas; NICEIC/NAPIT for electrics)
- Priority dispatch
- Fixed prices agreed before any work starts
- Parts at verified trade cost, zero markup — supplier invoice shown
- 12-month workmanship warranty on labour arranged through us
- Digital Home Record updated after every visit
Not included in any plan
Parts and materials as a plan benefit
Always charged at verified trade cost, invoice shown, approved by you first.
Appliances
Washing machines, dishwashers, ovens, fridges and other white goods, including their connections beyond the isolation valve.
Anything street-side of your meters or boundary
See the boundaries section — those belong to the utility company.
Pre-existing faults
Anything wrong before you joined, or reported within the 28-day waiting period.
Damage from misuse, DIY or third-party workmanship
We'll quote to put it right at member rates.
Blockages caused by inappropriate items
Wipes (including “flushable”), fat, nappies, sanitary products — cleared at member rates, not deducted from your hours.
Full installations and replacements
Quoted separately with your tier's discount.
Making good and redecoration
We make everything safe and watertight; cosmetic reinstatement (plastering, tiling, decorating) is quotable but not included.
Shared systems serving more than one home
Communal heating, shared drains — the responsible party is the freeholder / management company / utility.
LPG, oil, solid-fuel and heat-pump systems
Welcome as members; work on these is quoted at member rates rather than included.
Boilers over 70kW or commercial-grade systems
Not part of any plan.
Homes used for business purposes
Unless on the Landlord plan.
Damage from extreme events
Flood, fire, storm, subsidence — that's what your home insurer is for. We'll happily do the repairs they pay for.
Plan-specific terms
Essential
£14.99/month · £45 attendance fee per reactive visit
- Priority dispatch, 15% member labour rate, Digital Home Record.
- Trades: plumbing & drainage.
- No hours included — every reactive visit is attendance fee + labour at member rate, quoted first.
- No scheduled inspections or servicing included.
HomeCare
£26.99/month · £30 attendance fee per reactive visit · 4 labour hours/year
- Everything in Essential, plus heating.
- 4 hours of labour per year, deducted in 30-minute increments; hours reset on your membership anniversary and do not roll over.
- Annual plumbing & drainage inspection.
- Beyond your hours, work continues at member rate — always approved by you first.
Complete
£39.99/month · £35 attendance fee (waived on planned & scheduled visits) · 10 labour hours/year
- Everything in HomeCare, plus boiler and electrical.
- 10 hours of labour per year; annual boiler service; annual whole-home inspection.
- Attendance fee waived whenever you book a planned or scheduled visit — the fee only applies to reactive call-outs.
- Boiler condition check: boiler-related benefits activate after the first Everhouse boiler service where the engineer confirms condition.
Landlord
£49.99/property/month (or £499/property/year) · £35 attendance fee (waived on planned & scheduled visits) · 10 hours/year
- Everything in Complete, plus: CP12 gas safety certificate arranged, completed and stored annually; tenant/guest self-reporting; owner spend-limit approvals; compliance calendar; one void/changeover inspection per tenancy change (fair use: max 2 per year per property); year-end statement.
- The property must be a residential let; the tenancy agreement remains your responsibility; we are not the managing agent and don't handle rent, deposits or disputes.
Membership terms (all plans)
- Billing
- Monthly rolling membership — cancel any time with effect from the end of your current billing month. Landlord plans can also be billed annually.
- Cooling-off
- 14 days from joining with a full refund, reduced proportionately if you've asked us to begin services in that window.
- Waiting period
- Reactive hours become available from day 28 (day 14 for founding members, or immediately on inspection pass). Scheduled services bookable immediately.
- Hours ledger
- Deducted in 30-minute increments, visible in your portal at all times, reset on your membership anniversary — unused hours do not roll over. Top up at member rate when empty.
- Fair use
- Hours and dispatch targets assume domestic use. We may review membership where usage indicates commercial activity or repeated inappropriate-item blockages.
- Attendance fees
- Payable per reactive visit (where your plan has one). Waived on planned and scheduled visits for Complete and Landlord. Covers attendance and diagnosis; charged whether or not you proceed with quoted work.
- Missed appointments
- Engineer attends, no access, no notice → visit counts as a reactive attendance.
- Failed payment
- Benefits pause after 14 days unpaid, reinstated immediately on payment. Founding price lock is preserved during a grace period. Membership is cancelled after 60 days unpaid.
- Emergencies we can't take
- Gas smell (0800 111 999), electrical fire (999), major flood risk to the street (Southern Water) — safety first, then call us for the repair.
- Price promise
- Your renewal price is your joining price. Founding members' base membership price is preserved while their membership remains continuously active, subject to changes required by law, taxation or regulation.