Terms & Conditions

Home-solution is a home services membership for homeowners and tenants living within Norwich, UK. Membership gives you a single number to call for any home problem and access to vetted local tradespeople across 90+ services grouped into 14 categories. Membership is monthly and rolling.

Home-solution currently operates inside Norwich and surrounding NR postcodes only. We do not accept bookings outside this area at this time. If you move outside our coverage area, your membership may be cancelled with a pro-rata refund.

Essential — £0.99/month: Access to all 90+ services, 24/7 unlimited call-outs across Norwich, a 5% member discount on every job booked, and non-emergency attendance within 48 hours.

Premium — £4.99/month: Access to all 90+ services, 24/7 unlimited call-outs across Norwich, a 10% member discount on every job booked, and priority attendance within 24 hours.

Your membership covers booking, dispatch and the member discount on every service listed below. New services may be added from time to time; removed services will be communicated 30 days in advance.

You must be 18 or over, live at a residential address within Norwich, and be the homeowner or have written permission from the homeowner to arrange works. Properties used wholly for commercial purposes are excluded; landlord cover for residential lets is included.

Members can request a call-out at any time, day or night, with no cap on the number of requests, provided each request is genuine and reasonable. Repeated abuse, vexatious bookings or fraudulent requests may result in suspension or cancellation without refund.

Essential members receive 5% and Premium members receive 10% off the labour and parts cost of every job booked through Home-solution. Discount applies to the final invoice from the assigned tradesperson and cannot be combined with other offers, vouchers, insurance claims or warranty work.

Essential: attendance within 48 hours of the request being logged. Premium: attendance within 24 hours. For genuine emergencies (burst pipes, gas leaks, lock-outs, no heating in winter, total power loss, roof leaks during storms, dangerous electrical faults) we will prioritise immediate dispatch on both plans.

The membership fee covers: 24/7 helpline access, triage and booking, allocation of an approved Norwich-based tradesperson, scheduling and rebooking, and the applicable member discount. Parts, materials and labour for each job are charged separately at member-discounted rates and invoiced by the attending tradesperson.

Membership does not cover: pre-existing damage or faults reported in your first 14 days; the full cost of large capital works (e.g. full boiler replacements, full re-roofs, full rewires, extensions, loft conversions — these are quoted separately at member rates); cosmetic-only improvements; properties outside Norwich; commercial premises; works that cannot legally or safely be carried out; and any third-party permits, planning or building-control fees.

Gas works are carried out by Gas-Safe registered engineers. Electrical works are carried out by NICEIC / NAPIT qualified electricians. EV chargers are installed by OZEV-approved installers. Solar installations are MCS-certified. Asbestos surveys are carried out by UKAS-accredited labs. Pest treatments use HSE-approved products. All tradespeople are insured and DBS-checked where appropriate.

Membership fees are billed monthly by card or Direct Debit on the anniversary of sign-up. Job invoices are issued by the attending tradesperson once works are complete, with the member discount already applied.

You may cancel within 14 days of joining for a full refund of your membership fee, provided no call-out has been carried out. After 14 days you may cancel at any time with no exit fee; cover ends at the end of the current paid month. Refunds are not given for unused days in the final month.

Home-solution acts as an introducer and coordinator. The contract for the actual works is between you and the attending tradesperson, who carries their own public liability insurance. Home-solution's total liability for any membership-related claim is limited to the fees paid in the 12 months prior to the claim. Nothing in these terms limits liability for death, personal injury caused by negligence, or fraud.

Call our 24/7 Norwich helpline on 07788 500374 or submit a request from your member dashboard. We will confirm the appointment by SMS and email.

Home-solution Membership Ltd uses the data we collect to administer your membership, dispatch local tradespeople and keep you informed about your account. We do not sell your personal data. See our Privacy Policy for full detail and your rights under UK GDPR.

We may update these terms from time to time. Material changes (price, covered services, response times, cancellation rules) will be notified to you at least 30 days in advance by email.

Questions? Call 07788 500374 — our Norwich-based team is available 24/7.