(Domestic residential properties only – excludes landlord/tenanted properties, Airbnb/holiday lets, commercial properties, or large domestic properties with over 25 radiators and/or 3 bathrooms)
The Winter Warmer Club Homecare Service Plans are available for domestic residential properties only. These plans do not apply to landlord or tenanted properties, Airbnb/holiday lets, commercial premises, or large domestic properties with over 25 radiators and/or 3 bathrooms. Properties located outside a 50-mile radius of our base may be subject to an additional surcharge on monthly plan fees. By signing up, you confirm that the property qualifies under these terms. If it does not, your plan may be cancelled or automatically transferred to an appropriate landlord plan.
1. Definitions
2. Service Plans Overview
3. Contract Renewal & Cancellation
4. Exclusions
5. Contract Invalidations
6. Acceptance of Systems
7. Parts & Repairs
8. Boiler Noise & Age
9. Boiler Replacement & Beyond Economical Repair
10. Access to Property
11. Charges & Call-Out Fees
12. Annual Boiler Service / Certificates
13. System Flushing Requirements
14. Call-Outs & Urgency Levels
15. Home Plumbing Cover
Homecare / Service Plan - The plan chosen by you, as described in Clause 2.
Boiler - Gas appliance at the rental property providing heating and/or hot water.
Heating System - Includes heating pipework, pump, motorised valves, radiator valves, programmer/timer, cylinder stat, room stat, pressure controls. Hot water cylinders are not included and require a separate bolt-on.
Plumbing System - Includes tap repairs, hot/cold pipework, water tanks, toilets, silicone seals, ball/float valves, stop cocks, above-ground drainage.
Beyond Economical Repair - Where repair is not possible due to costs, obsolete parts, or repair exceeding replacement value (usually £400+).
Start Date - The date stated on your contract as the beginning of cover.
We / Us - The Winter Warmer Club.
You / Your / Customer - The person entering into this contract.
Force Majeure - Circumstances beyond our reasonable control (strikes, shortages, traffic, illness, holidays, etc.).
Contract - Agreement between you and us for services under your chosen plan.
Note: Diagnostic discount/free applies only where the fault is within the scope of cover. If the issue is excluded (e.g. sludge, scale, pre-existing faults, or excluded brands), visits will be charged at standard rates.
Our “No Price Hike” Promise
At The Winter Warmer Club, we keep renewal pricing fair, transparent, and directly linked to how much your plan has been used. Your renewal is reviewed once per calendar year, and your price is only influenced by two
things:
3.1 Minimum term: 12 months from first payment.
3.2 Contracts auto-renew annually unless cancelled with 3 months’ notice by calling 01253 422343.
3.3 A 14-day cooling-off period applies.
Penalties:
3.4 Cancelling after service completed within the first 3 months: The full standalone service cost will be charged.
3.5 Cancelling after incentives (e.g. free diagnostics, discounts): The full value of the incentive will be invoiced.
3.6 Cancelling Direct Debit does not end the contract. Outstanding fees or the full year’s balance will be taken by our system. If you attempt a banking recharge (chargeback), additional charges will be reapplied.
3.7 Silver Exception: Immediate cancellation permitted. Any monies paid are forfeited. If a service has been carried out before full payment, the outstanding annual plan fee or the full standalone service cost will apply.
If we attend and no fault is present, or the issue falls outside your plan cover (for example, user error, non- covered parts, third-party interference, or tenant misuse), the visit will be chargeable at our standard rates of £94 + VAT which is the current rate as of 2025 ,however the rate may be adjusted to match new rates at the time of call out.
This ensures that our engineers’ time is used efficiently and helps us keep plan prices fair for all members. False alarms, operational errors, or issues unrelated to covered components can otherwise increase costs for every customer.
If a fast-track or emergency attendance is requested and the issue is later found to be non-fault or unrelated to plan cover, the visit will be charged at our fast-track rate of £56 + VAT in addition to the standard call-out rate.
Fast-track attendance is defined as any appointment prioritised ahead of standard diary allocation, including same-day or next-day emergency call-outs. If this falls on an evening, weekend, or bank holiday, additional out- of-hours charges may apply. All costs mentioned relate to standard working hours only.
During the first three months of any new plan, cover for boiler or system repairs is limited to £250 including parts and labour. Any additional costs will be quoted separately. This does not apply to annual servicing or CP12 inspections
High (same-day/24 hrs): gas leaks, no heat in freezing weather or sub 5 degrees externally, vulnerable customers, uncontainable leaks, no working toilet.
Medium (48 hrs): containable leaks, boiler breakdown (non-vulnerable), shower down but bath available.
Low (48+ hrs): minor repairs, routine maintenance.
Ultimate Plan: Direct WhatsApp contact allowed or usual routes of contact.
Other Plans: Call 01253 422343 and follow prompts.
Our out of hours times are from 5pm - 9pm Monday - Friday and 9am -9pm weekends. This may be affected by public holidays. We will not attend a call out outside of these times. Silver customers will be booked in during usual business hours and will receive usual discounts from call outs as they are on a standard service only plan and not a repair plan.
Included: leaks, valves, toilet flushes, traps, wastes, washing machine/dishwasher valves, tap leaks, pipework.
Exclusions: (but not limited too) guttering, downpipes, soakaways, cast iron, shared drains, lead pipework, external stop taps, galvanised tanks, replacement of tanks/cylinders/sanitaryware, silicone reseals, shower/bath replacements, below-ground drainage, concealed units, digital showers, shower pumps
Included: sockets, switches, basic light fittings, immersion timers, extractor fans (≤15cm), smoke alarms, outside lighting (below 10m).
Exclusions: (but not limited to)appliances, cooker hoods, fuse boards, EV chargers, solar panels, batteries, smart hubs, smart tech/lighting, undersized or poor DIY wiring.
Included: internal traps, wastes, blocked toilets/pipes, unblocking drains to restore flow.
Exclusions: (but not limited to) below-ground drainage, guttering, downpipes, lead pipework, cast iron, odour removal, concealed pipes requiring access
