Terms & Conditions – Landlord Homecare Service Plans
(For landlords of rental properties, HMOs, Airbnb/holiday lets, and short-term lets)
Scope of Cover
The Winter Warmer Club Landlord Service Plans are available for rental properties only, including:
Standard landlord/tenant properties
HMOs (Houses in Multiple Occupation)
Short-term lets such as Airbnb or holiday rentals
These plans do not apply to owner-occupied domestic homes.
Landlords must declare the correct use of the property (e.g. tenancy, Airbnb, holiday let). Failure to do so may invalidate cover or result in automatic transfer to the appropriate plan.
Contents
Definitions
Service Plans Overview
Contract Renewal & Cancellation
Exclusions
Contract Invalidations
Landlord Responsibilities
Tenant & Guest Responsibilities
Parts & Repairs
Boiler Noise & Age
Boiler Replacement & Beyond Economical Repair
Access to Property
Charges & Call-Out Fees
Annual Boiler Service / CP12 Certificates
System Flushing Requirements
Call-Outs & Urgency Levels
Home Plumbing Cover
Home Electrics Cover
Home Internal Drainage Cover
Bolt-On Options
Airbnb / Short-Term Lets
Changes to the Agreement
Final Legal Clauses
1. Definitions
Homecare / Service Plan - The plan chosen by you, as described in Clause
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 / Landlord - The landlord or property owner entering into this contract.
Tenant / Guest - Any person(s) residing in the property on a tenancy, HMO, short-term let, Airbnb, or holiday rental basis.
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
2. Service Plans Overview
Landlord Essentials
● CP12 Landlord Gas Safety Certificate.
● Annual reminders.
Landlord Silver
● All Essentials features.
● Annual boiler service
● 50% off future diagnostic fees
● All Premier features.
● Plumbing cover.
● Internal drains cover.
● Home electrics cover.
● Free call-outs (fair usage applies)
● Direct WhatsApp support.
Plan Comparison Table
3. Contract Renewal & Cancellation
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.
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
4. Exclusions (but not limited to)
Pre-existing faults.
Damage caused by tenants or third parties.
Sludge, scale, or blockages.
Weather or flood damage.
Asbestos removal.
Cosmetic parts, batteries, casings.
Flues above 3m or concealed.
Gas meter/supply pipe.
Fire, flood, lightning, storm.
Time control adjustments.
Parts unobtainable/unavailable.
Routine maintenance (topping pressure, bleeding, airlocks).Repairs over £400 without agreement.
Replacement of showers, taps, toilets, baths, cubicles.
Remain legally responsible for compliance under Gas Safety Regulations.
7. Tenant & Guest Responsibilities
Tenants/guests must provide access at agreed times.
Misuse, damage, or neglect is not covered.
Examples: blocked toilets from misuse, tampering with controls, accidental/deliberate damage.
Repairs due to misuse are charged at standard rates.
8. Parts & Repairs
Alternative/compatible parts may be fitted. New parts only supplied where beyond reasonable repair
9. Boiler Noise & Age
Noise due to age/water condition is not classed as a fault.
10. Boiler Replacement & Beyond Economical Repair
If beyond repair/obsolete/12+ years, we will offer a replacement boiler at a discounted rate.
11. Access to Property
If access is refused/denied/missed, a £94 + VAT missed appointment charge will apply.
Landlords are responsible for ensuring tenant/guest cooperation.
We are not liable for repairs where access is restricted. This includes:
Where parking is not available within 200m of the property free of charge.
Where pay-and-display or restricted parking prevents attendance.
Where entry to the property is otherwise obstructed or delayed.
No liability for delays caused by access issues.
12. Charges & Call-Out Fees
Fair usage: 3 call-outs per year per property.
Excess call-outs: £94 + VAT each.
Call-outs apply to the property, not individual tenants/guests.
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.
12.2 No Fault Found Call-Outs
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.
12.3 Call-Out & Repair Limitation – First 3 Months
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
13. Annual Boiler Service / CP12 Certificates
CP12 included where stated.
We will attempt to arrange, but ultimate legal responsibility for compliance remains with the landlord.
14. System Flushing Requirements
Where recommended, flushing must be completed for continued cover (extends contract validity for 5 years).
15. Call-Outs & Urgency Levels
High (same-day/24 hrs): gas leaks, no heat in freezing weather or external temp is below 5 degrees, vulnerable tenants,
uncontainable leaks, no toilet.
Medium (48 hrs): boiler breakdown (non-vulnerable), containable leaks.
Low (48+ hrs): minor/routine issues.
Ultimate Plan: Direct WhatsApp contact allowed.
Other Plans: Call 01253 422343 and follow prompts.
16. Home Plumbing Cover
Included:
Emergency leak repairs on hot/cold pipework.
Repairs to hot water cylinders, water tanks, toilets.
Minor repairs to plumbing fixtures/fittings (flushes, fill valves, washing machine/dishwasher valves, leaks from taps,
wastes, traps, and basic pipework).
Exclusions:
Guttering and downpipes.
Soakaways.
Cast iron pipework.
Shared drains or pipework with shared responsibility.
Lead pipework.
Incoming mains stop tap or any external pipework.
Galvanised tanks.
Replacement of tanks, cylinders, sanitaryware, or brassware.
Silicone reseals.
Shower/bathroom replacements.
Below-ground drainage.
Concealed units, walls, ceilings, or flooring (we may require access; redecoration is your responsibility).
Concealed or digital showers and shower pumps.
17. Home Electrics Cover
Included:
Fault finding/repairs to mains wiring where the installation is safe and compliant.
Repairs to tripping switches, sockets, switches, immersion heater timers.
Extractor fans (≤15cm), doorbells, and smoke alarms connected to wiring.
Outside lighting fixed to property/outbuildings (below 10m).
Exclusions: (but not limited to)
Electrical appliances (cookers, fridges, etc.).
Cooker hoods.
Consumer units/fuse boards.
EV chargers.
Solar panels or battery storage.
Smart hubs, smart tech, and smart lighting.
Undersized wiring, poor DIY wiring, or non-compliant systems.
18. Home Internal Drainage Cover
Included:
Repairs/replacement of leaking/faulty traps, wastes, and blocked internal pipework/toilets.
Unblocking and repairing internal waste pipes to restore flow.
Exclusions:
Below-ground drainage.
Guttering and downpipes.
Lead pipework.
Cast iron pipework.
Removal of odours.
Hidden pipework in walls/floors/ceilings (access may be required; redecoration is your responsibility).
19. Bolt-On Options
Gas fire service – annual service only.
Home Plumbing – same cover as Clause 16.
Home Electrics – same cover as Clause 17.
Unvented Cylinder Service – annual service/safety checks.
Air Source Heat Pumps – covered as boilers; exclusions apply (compressors, poor design/installation, insulation issues).
Additional Boilers/ASHPs – cover available per appliance depending on plan.
20. Airbnb / Short-Term Lets
Applies to Airbnb/holiday rentals.
Landlords must ensure access arrangements (keys, keyholder, check-in staff).
Missed appointments due to guests = £94 + VAT charge.
Misuse/damage by guests not covered (e.g. blocked toilets, tampering, damage).
We are not liable for:
Guest complaints,
Refunds,
Alternative accommodation,
Loss of rental income.
21. Changes to the Agreement
Terms/prices may change (not within the first 12 months).
Updated terms always available on our website or by request.
22. Final Legal Clauses
This is a maintenance contract, not an insurance policy.
We are not FCA regulated.
Governing law: England & Wales.
Maximum liability capped at plan value for current year.
No liability for consequential loss (loss of rent, business, etc.).
Nothing limits liability for death or injury caused by our negligence.
