Document G: Community Home Care Membership Terms & Conditions
Effective Date: 1 January 2024
Version: 1.0
1. Introduction
Renovate Community Repair C.I.C. (“RCR,” “we,” “us,” or “our”) provides the Community Home Care (CHC) Membership, a subscription-based home maintenance service designed to support the safety, efficiency, and long-term condition of residential properties across the Liverpool City Region.
This service is not an insurance product. It is a proactive, tiered maintenance plan that includes preventative inspections, responsive repair support, and member benefits, depending on the level of membership selected.
By subscribing to the CHC Membership, you agree to abide by these Terms and Conditions, which form a legally binding agreement between you and RCR.
These Terms are written in plain English to promote transparency and clarity. They are intended to align with your rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.
1.1 Scope of Services
The CHC Membership provides non-insurance-based, tiered home maintenance services. These include visual inspections, routine maintenance visits, minor plumbing and electrical works, and call-out support within the Liverpool City Region. Each tier offers different benefits, limits, and exclusions. Services are intended for the prevention and resolution of minor domestic issues, not major renovations or structural works.
2. Definitions
- “Member”: An individual who has subscribed to a CHC Membership plan and whose payments are up to date.
- “Emergency Repairs”: Urgent issues posing immediate health, safety, or property risks. Examples include gas leaks, electrical faults, severe leaks.
- “Pre-Existing Fault”: Any fault, damage, or hazard that existed before the membership start date, or that may be considered reasonably known to the Member prior to joining.
- “Routine Maintenance”: Minor preventative works designed to reduce the risk of system failures or emergencies. Examples include deteriorated tap connections or washers causing leaks, broken taps, broken light switch/ socket or loose wiring (found during an electrical test).
- “CHC Membership”: A subscription-based maintenance service offered by Renovate Community Repair C.I.C., available in three tiers (Essential, Standard, and Premium), each with different inclusions and benefits.
- “Service Area”: The Liverpool City Region, as defined by RCR, where CHC services are available.
- “Tier”: Refers to the specific level of CHC Membership selected by the Member (Essential, Standard, or Premium), each with different features, exclusions, and pricing.
- “Call-Out”: A visit by an RCR engineer to the Member’s property, either scheduled in advance or in response to an urgent issue.
- “Negligence”: Failure by the Member to take reasonable care of their property or to follow maintenance advice provided by RCR, leading to avoidable damage or increased risk.
3. Eligibility
3.1 Eligible Properties
CHC Membership is available to residents living in domestic properties within the Liverpool City Region.
3.2 Eligible Applicants
The following individuals may apply:
- Homeowners who reside in the property;
- Tenants, provided they obtain written permission from their landlord prior to any scheduled works.
3.3 Ineligible Properties
The following property types are excluded:
- Commercial premises
- Short-term or holiday lets (e.g., Airbnb)
- Properties with unresolved severe structural issues, including but not limited to:
- Major damp or rot
- Subsidence
- Unstable or unsafe walls or ceilings
3.4 Member Confirmation
By applying for CHC Membership, you confirm that your property does not fall under any of the ineligible categories listed above.
3.5 Change of Status
If the eligibility of the property changes (e.g., change of ownership, tenancy, or structural status), the Member must notify RCR as soon as possible. Continued service may be reviewed or suspended until compliance is restored.
4. Membership Tiers & Services
CHC Membership is offered in three tiers: Essential, Standard, and Premium. Each tier grants different levels of inspections, maintenance visits, priority response, discounts, and support.
Members may upgrade or downgrade through their Membership Portal. Any tier changes will take effect from the next billing cycle, with the new membership fee collected on the updated monthly collection date (the date the Member chose to upgrade/ downgrade).
4.1 CHC Basic Member
Included Services:
- Annual Electrical Visual Inspection: A visual check of sockets, switches, and fuse boxes for visible defects or hazards.
- Visual Plumbing Inspection: A visual review of accessible plumbing fittings, taps, exposed pipes, and valves to spot leaks, drips, or obvious defects.
- Standby Availability: Standard Call-Out Charges Are Free. Members are not charged the standard call-out fee for emergency visits electrical or plumbing issues. Labour for works carried out is charged at the member hourly rate of £50/hour.
- Priority Scheduling: Emergency and non-emergency appointments offered within 5 working days, subject to scheduling availability.
- DIY Support: Access to self-help guides and resources for minor home fixes that we may make available to members. (Feature in development — will be published on the website when available)
Exclusions:
- Repairs, replacement parts, gas appliance works, drainage works, or pre-existing faults.
- Structural repairs or installations (e.g. roofing, foundations, walls).
- Appliance servicing or replacements.
- Pest control, cosmetic improvements, or landlord certification.
- Major repairs (e.g., rewiring, full plumbing replacements).
- Works requiring planning permission or third-party landlord consent.
Member Responsibilities:
- Provide safe, unobstructed access to the property wherever possible.
- Check our “Prepare for your visit” guidance on RCR’s website.
- Disclose known health or safety hazards (e.g. asbestos, broken floor boards etc) before visits.
- Ensure utilities (water, electricity) are active and accessible during visits.
- Maintain access to service areas within the home.
- Notify RCR of changes to property ownership or tenancy arrangements.
4.2 CHC Standard Member
Included Services:
- Two Routine Maintenance Visits Per Year: Includes plumbing checks (taps, valves, pipes), radiator bleeding, tightening minor fittings, minor leak adjustments.
- 10% Labour Discount: On additional services booked via RCR (excludes parts unless otherwise stated).
- Electrical Installation Condition Report (EICR): A limited scope inspection of your property’s electrical system every five years to assess safety, compliance, and functionality.
- Annual Plumbing Visual Inspection: A visual inspection of accessible plumbing systems to identify leaks, faults, or performance issues.
- Standby Availability: Standard Call-Out Charges Are Free. Members are not charged the standard call-out fee for electrical or plumbing emergencies.
Labour is charged at 10% of the member hourly rate. - Fast Scheduling for Emergency Maintenance: Emergency call-outs and urgent issues are prioritised in the booking system.
- Two Routine Maintenance Visits Per Year: Includes functional checks and light maintenance tasks such as bleeding radiators, minor tap repairs, socket replacements, or adjusting loose fittings.
These visits do not incur a call-out fee or any labour charges for the visits. Minor Repairs During Visits; Where safe and practical, minor plumbing or electrical adjustments may be completed during routine visits at no extra labour charge. Small parts (if required) may be included but can also be billed separately if not in keeping with the cost constraints of the membership tier. - 10% Discount on Additional Services: Members receive 10% off the labour cost for additional work booked directly with RCR.
(Excludes CHC emergency call-outs and third-party services) - DIY Support: Access to self-help guides and resources for minor home fixes that we may make available to members. (Feature in development — will be published on the website when available)
Exclusions:
- Repairs, replacement parts, gas appliance works, drainage works, or pre-existing faults.
- Structural repairs or installations (e.g. roofing, foundations, walls).
- Appliance servicing, breakdowns, or upgrades.
- Pest control, cosmetic improvements, or landlord certification.
- Major repairs (e.g., rewiring, full plumbing replacements).
- Works requiring planning permission or third-party landlord consent.
Member Responsibilities:
- Provide safe, unobstructed access to the property wherever possible.
- Check our “Prepare for your visit” guidance on RCR’s website.
- Disclose known health or safety hazards (e.g. asbestos, broken floor boards etc) before visits.
- Ensure utilities (water, electricity) are active and accessible during visits.
- Maintain access to service areas within the home.
- Notify RCR of changes to property ownership or tenancy arrangements.
4.3 CHC Premium Member
Included Services:
- Unlimited Routine Visits: Priority slots within 48 hours. Includes minor repairs (e.g., pipe fixes).
- Annual Home Safety Audit: Full inspection of electrical, plumbing, and fire risks.
- 15% Discount: On all labour and parts (excludes emergency call-out fees).
- Premium Events: Expert-led sessions on advanced home care.
- Electrical Installation Condition Report (EICR): A comprehensive electrical inspection every five years to ensure full system safety and compliance.
- Annual Plumbing Visual Inspection: A visual check of all accessible plumbing systems to detect leaks, pressure issues, and other visible faults.
- Annual Gas Safety Check: An annual inspection of gas-powered heating and hot water systems to ensure safety and performance.
- Six Routine Maintenance Visits Per Year: Up to six scheduled visits annually for routine maintenance. Includes functional checks and light maintenance tasks such as bleeding radiators, minor tap repairs, socket replacements, or adjusting loose fittings.
These visits do not incur a call-out fee or any labour charges for the visits. Minor Repairs During Visits; Where safe and practical, minor plumbing or electrical adjustments may be completed during routine visits at no extra labour charge. Parts (if required) may be included but can also be billed separately if not in keeping with the cost constraints of the membership tier. - Priority Scheduling for All Services: Members receive top-priority booking for emergency repairs, inspections, and new installations.
- Free Annual Home Safety Inspection: A complete inspection of the property to assess electrical, plumbing, and fire safety risks, helping pre-empt major faults or hazards.
- 15% Discount on All Additional Services: Members benefit from a 15% discount on all additional labour and parts costs.
(Excludes CHC emergency call-outs and services provided by third-party contractors) - DIY Support: Access to self-help guides and resources for minor home fixes that we may make available to members. (Feature in development — will be published on the website when available)
Exclusions:
- Repairs, replacement parts, gas appliance works, drainage works, or pre-existing faults.
- Structural repairs or installations (e.g. roofing, foundations, walls).
- Appliance servicing, breakdowns, or upgrades.
- Pest control, cosmetic improvements, or landlord certification.
- Major repairs (e.g., rewiring, full plumbing replacements).
- Works requiring planning permission or third-party landlord consent.
Member Responsibilities:
- Provide safe, unobstructed access to the property wherever possible.
- Check our “Prepare for your visit” guidance on RCR’s website.
- Disclose known health or safety hazards (e.g. asbestos, broken floor boards etc) before visits.
- Ensure utilities (water, electricity) are active and accessible during visits.
- Maintain access to service areas within the home.
- Notify RCR of changes to property ownership or tenancy arrangements.
5. Subscription & Payment
5.1 Membership Fees:
- Essential: £15.99/month
- Standard: £31.99/month
- Premium: £65.99/month
5.2 Billing Terms:
- Membership fees are collected monthly, in advance, by secure card payment or PayPal via our online system.
- There are no setup or activation fees.
5.3 Minimum Term:
- All CHC Memberships are subject to a 12-month minimum commitment from the activation date.
- After this period, memberships continue on a rolling monthly basis unless paused, downgraded, or cancelled.
5.4 Labour Charges:
- Where not included as part of your membership tier, labour is charged at the Member Rate of £50/hour.
- Members also receive the following tier-based discounts;
- Standard Members: 10% discount on labour
- Premium Members: 15% discount on labour and parts
- (Excludes CHC emergency call-outs and services delivered by third parties.)
5.5 Tier Changes:
- Upgrades:
Members may upgrade to a higher CHC Membership tier at any time. Upgrading starts a new 12-month minimum term from the date payment is received. A new billing cycle will commence from this date.
Any upgrade or downgrade takes effect from the date payment is received for the new tier.
A new billing cycle will commence from that date. RCR does not offer pro-rata billing. No refunds or credits are issued for unused days from the previous tier’s billing cycle.
RCR is not liable for any loss of membership days following a tier change. - Downgrades:
Downgrades are available after the initial 12-month commitment has been fulfilled. The new tier and pricing will apply from the next billing cycle. Downgrades do not start a new minimum term.
Any upgrade or downgrade takes effect from the date payment is received for the new tier.
A new billing cycle will commence from that date. RCR does not offer pro-rata billing. No refunds or credits are issued for unused days from the previous tier’s billing cycle.
RCR is not liable for any loss of membership days following a tier change. - Pausing Membership:
Members may request to pause their membership after the 12-month commitment is complete.
This must be arranged directly with the RCR team. - Payment Failures:
If a payment is not received within 14 days of the due date, a £5 late payment fee will be applied. Services will also be suspending pending payment.
Persistent non-payment may result in membership suspension or cancellation. - Price Adjustments:
RCR reserves the right to adjust pricing in line with service changes, economic conditions, or regulatory requirements.
Members will be provided with at least 30 days’ written notice via email or through the Membership Portal before any change takes effect. - Pro-Rata Billing:
RCR does not offer pro-rata billing. No refunds or credits are issued for unused days from the previous tier’s billing cycle. RCR is not liable for any loss of membership days following a tier change.
6. Membership Activation & Duration
- 6.1 Duration: Continuous until cancelled by Member or RCR.
- 6.2 Activation:
Membership benefits begin on the date of successful first payment. This date also becomes your regular monthly billing date. Some payment gateways require a 7 – 14 business day authentication and activation period and this may apply to membership benefits. - 6.3 Duration & Renewals:
All CHC Memberships begin with a 12-month minimum term.
After this term ends, the membership continues automatically on a monthly rolling basis unless cancelled, downgraded, or paused. - 6.4 Upgrades:
If a member chooses to upgrade during their membership, the upgraded tier begins immediately upon payment, and a new 12-month minimum term will apply from that date. - 6.5 Downgrades & Pauses:
These options are only available after the initial 12-month term has been completed.
7. Cancellation & Refunds
7.1 Member-Initiated Cancellation:
- During Initial Term:
CHC Memberships have a 12-month minimum commitment.
Members may not cancel during this period without incurring charges.
If a member cancels before completing the 12-month term, they will be liable for:
• Any remaining fees due for the full term, and
• A £25 administration fee plus any late payment fees applicable by law.
This policy helps protect our community-based, not-for-profit model from misuse.
To request early cancellation, members must contact our team directly at membersupport@renovatecommunityrepair.co.uk. - After Initial Term:
Members may cancel at any time via the Membership Portal or by contacting the RCR team.
Cancellation will take effect at the end of the current billing cycle following the 30-day notice period. - Refunds:
RCR does not provide pro-rata refunds for partially used months.
In the event of cancellation after the initial term, no refunds will be issued for unused days unless required by law.
7.2 RCR-Initiated Cancellation:
RCR may suspend or cancel a membership immediately in cases of:
- Fraudulent claims, Excessive/ Unacceptable Use
- Abuse or harassment, of staff or engineers,
- Repeated safety violations or access issues,
- Non-payment after reasonable notice.
- Unreasonable or excessive use of services not aligned with membership tier expectations, including frequent non-essential call-outs or attempts to obtain services beyond the scope of membership
- Misuse of the membership for purposes other than personal domestic property maintenance
- Behaviour that obstructs or undermines service delivery, including repeated no-shows, withholding of essential information, or hostile conduct
- This list is non exhaustive and No refund will be issued in these cases
7.3 Right to Pause Instead:
If eligible (after 12-month term), members may request to pause instead of cancel. Contact the RCR team to arrange.
8. Exclusions
The CHC Membership provides preventive and responsive maintenance support, but does not cover:
- Pre-existing faults or issues identified before membership activation.
- Damage resulting from Member negligence, misuse, or illegal works.
- Major structural repairs or renovations, including:
• Roofing, subsidence, foundations, or load-bearing walls
• Damp-proofing, cavity wall treatments, or structural timber - Replacement of large domestic appliances (e.g., boilers, cookers, washing machines)
- Cosmetic or decorative improvements (e.g., painting, flooring, tiling)
- Pest control, mould removal, or environmental hazard remediation
- Non-standard installations or third-party systems, including:
• Solar panels
• Smart home systems - Landlord permissions or local authority fees (e.g., for repairs needing planning approval)
- Any issues covered under building or contents insurance
- Acts of vandalism, natural disasters, or damage due to external contractors
These exclusions apply to all tiers unless otherwise specified. If you’re unsure whether a particular issue is included, please contact our support team.
9. Liability & Claims
9.1 RCR Liability:
- RCR shall not be held liable for any indirect, incidental, or consequential losses resulting from delayed or incomplete service delivery.
- RCR’s liability for any claim arising under this agreement is strictly limited to the equivalent of 12 months of paid membership fees.
- RCR accepts no liability for issues resulting from: • Natural disasters (e.g., storms, floods, earthquakes)
• Acts of vandalism or malicious damage
• Member negligence, including failure to report issues in a timely manner
• Third-party contractors, including those arranged for services outside RCR’s direct scope (e.g., asbestos removal, pest control)
• Inaccessible or unsafe property conditions (e.g., lack of safe access, known hazards not disclosed) - Members acknowledge and agree that RCR shall not be held responsible for any incidental, indirect, or consequential losses arising from service limitations, delays, or failures — including, but not limited to, loss of earnings, missed work, temporary accommodation, or the replacement of appliances.
- RCR’s liability is strictly limited to damage directly caused by its gross negligence or wilful misconduct and shall not exceed the equivalent of 12 months’ membership fees.
9.2 Members:
- Members are responsible for ensuring reasonable care of the property and must inform RCR of any risks or restrictions before visits.
- Provide safe, unobstructed access to the property wherever possible.
- Check our “Prepare for your visit” guidance on RCR’s website.
- Disclose known health or safety hazards (e.g. asbestos, broken floor boards etc) before visits.
- Ensure utilities (water, electricity) are active and accessible during visits.
- Maintain access to service areas within the home.
- Notify RCR of changes to property ownership or tenancy arrangements.
9.2 Claims Process:
- Report the issue via the Member Portal or by contacting RCR team using email, phone or contact forms provided.
- An engineer will attend as soon as possible.
- Repair works will only commence once authorised by the RCR CHC Membership Administration team, following on-site assessment by a qualified engineer.
9.3 Consumer Protections:
- Where the law requires a higher level of liability or specific consumer protections, such obligations will be met in line with the Consumer Rights Act 2015 and the Supply of Goods and Services Act 1982.
9.4 Acknowledgement of Risk
Members acknowledge that home maintenance, repair, and inspection services involve inherent risks, particularly where pre-existing issues or ageing systems are involved. By using CHC Membership services, the Member accepts such risks and agrees that RCR shall not be held liable for damage that results from these underlying or pre-existing conditions, unless due to gross negligence.
10. Data Protection
- RCR is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
- We collect and process your information solely for the following purposes:
• Administering your CHC Membership and related services
• Booking, scheduling, and delivering maintenance visits
• Communicating with you regarding your membership, appointments, or changes to services
• Providing relevant updates, service reminders, or offers related to your membership (you can opt out at any time) - Your data is never sold to third parties. It may be shared with trusted contractors or engineers only where required to deliver your requested services.
- You have the right to request access, correction, or deletion of your personal data at any time.
✉️ For the fastest response, please address all data requests directly to our Data Protection Officer (DPO) at dpo@renovatecommunityrepair.co.uk. - Full details of how we handle your data, including cookies and analytics, can be found in our Privacy & Cookies Policy.
11. Amendments & Governing Law
- RCR reserves the right to amend these Terms & Conditions at any time to reflect changes in the law, services, or operational needs.
- Members will be notified of material changes at least 30 days in advance via email and/or notices on our website. Continued use of your membership after this notice period will constitute acceptance of the updated Terms.
- These Terms are governed by and shall be interpreted in accordance with the laws of England and Wales.
- Any disputes arising from or relating to the CHC Membership will be subject to the exclusive jurisdiction of the courts of England and Wales.
Where appropriate, legal proceedings shall be brought in a court located within the Liverpool City Region. - Severability Clause:
If any part of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect. - Contract Priority Clause:
In the event of any conflict between these Terms & Conditions and any other information provided on our website (including FAQs or promotional content), these Terms shall take precedence in matters relating to your CHC Membership.
12. Force Majeure
- RCR shall not be held liable for any failure or delay in the performance of its obligations under these Terms where such failure or delay results from events outside our reasonable control (“Force Majeure Events”).
- Examples of Force Majeure Events include, but are not limited to:
• Natural disasters (e.g., floods, storms, earthquakes)
• Pandemics, epidemics, or outbreaks of disease
• Acts of terrorism, war, or civil unrest
• Labour strikes or industrial disputes
• Government restrictions or regulatory changes
• Power outages or essential service disruptions - In such events, affected services may be temporarily suspended or delayed without penalty.
- Services will resume as soon as reasonably practicable once the Force Majeure Event has ended.
- No refunds or compensation will be issued for periods of suspension due to Force Majeure, unless otherwise required by law.
- RCR shall not be liable for any indirect or consequential losses, including but not limited to, loss of enjoyment, alternate service costs, or inconvenience arising during periods of suspension due to Force Majeure Events.
- Members are required to inform RCR of any issues or property risks arising during or after a Force Majeure Event to ensure timely resumption of services.
- RCR reserves the right to modify or substitute services during or after a Force Majeure Event where original service provision is no longer viable due to lasting effects of the disruption.
13. Contact Us
If you have any questions about your CHC Membership, these Terms, or require support, you can contact us through the following channels:
Membership Support Team
Email: membersupport@renovatecommunityrepair.co.uk
Phone: 07707812997 OR 07707812999
Hours: Monday to Friday 9am to 5pm
Data Protection Officer (DPO)
Email: dpo@renovatecommunityrepair.co.uk
(For data access requests, corrections, or to exercise your privacy rights. Addressing requests to the DPO directly will ensure faster response times.)
Postal Correspondence & Registered Office:
Renovate Community Repair C.I.C
[Insert Your Full Registered Address Here]
14. Community Commitment
As part of our commitment to supporting the local community, a portion of CHC Membership profits may be used to provide discounted or free maintenance support to vulnerable individuals in need. These initiatives are managed at the discretion of RCR and are subject to available resources taking into consideration running costs.
We welcome feedback from our members on how we can better serve the community through our services.
You may also download a copy of these Terms, or view our full suite of policies (Privacy, Cookie, Website Terms, and General Terms) online:
Download Full PDF | Document G | Community Home Care Membership Terms & Conditions
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