Business & Compliance Hub
A consolidated reference for customers, partners, payment scheme providers, and underwriting teams. Everything needed to verify our identity, business model, and regulatory compliance is set out below and linked throughout.
1. Company Identity
24/7 Home & Maintenance Solutions Ltd is a private limited company registered in England & Wales. Our details can be independently verified at Companies House.
2. Business Model
We operate a prepaid property repair and maintenance service agreement. Customers pay a fixed monthly fee and we arrange qualified engineers to carry out covered repairs. This is a service contract — not an insurance policy.
3. Regulatory Status
Important: 24/7 Home & Maintenance Solutions Ltd is not an insurance provider and is not authorised or regulated by the Financial Conduct Authority (FCA) as an insurer. Our service agreements are prepaid service contracts governed by the laws of England and Wales, not insurance contracts.
We comply with all applicable UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the UK General Data Protection Regulation (UK GDPR) / Data Protection Act 2018.
4. Payment Infrastructure
We use two FCA-authorised payment providers. The Company never stores bank account or card details — all financial data is held securely by our payment partners.
GoCardless Ltd
Direct Debit Bureau (Bacs-Approved)
Processes all Direct Debit instructions via the Bacs Payments Scheme on behalf of the Company. Company registration number 07495895. Authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, registration number 597190.
Bank statement descriptor: "247HOMEMAINTENANCE"
Stripe Payments Europe Ltd
Card Payment Processor (EMI)
Used for online card payments (Visa, Mastercard, American Express) and recurring monthly card collections. Electronic Money Institution authorised by the FCA (reference 513380). PCI-DSS Level 1 compliant.
The Company does not store card or bank data — all financial data held securely by providers.
Direct Debit Scheme Details
5. Customer Protections
Bacs Direct Debit Guarantee
All Direct Debit payments protected by the official Bacs Direct Debit Guarantee — full and immediate refund on any error.
View Guarantee →3 Working Days' Advance Notice
Customers receive at least 3 working days' written notice before the first collection and before any change to amount, date, or frequency.
View Notification Templates →14-Day Cooling-Off Period
Customers may cancel within 14 calendar days of the Agreement Start Date for a full refund, in line with the Consumer Contracts Regulations 2013.
View Cancellation Policy →30-Day Workmanship Guarantee
All completed repairs guaranteed for 30 days. Faults caused by workmanship or defective parts are rectified at no further cost.
View Terms →6. The Direct Debit Guarantee
The Direct Debit Guarantee
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or frequency of your Direct Debit, GC re 247HOMEMAINTENANCE will notify you 3 working days in advance of your account being debited or as otherwise agreed. If you request GC re 247HOMEMAINTENANCE to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit by GC re 247HOMEMAINTENANCE or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when GC re 247HOMEMAINTENANCE asks you to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
7. Key Documents & Policies
All customer-facing documents are published and publicly accessible. Underwriters and compliance reviewers may review each in full.
8. Complaints Procedure
Contact us directly — by phone, email, or post at the address above.
Acknowledgement — within 2 working days of receipt.
Investigation — written final response within 10 working days.
Escalation — independent resolution via the courts or a certified ADR provider. As this is a service contract (not insurance), FCA/FOS routes do not apply.
9. Customer Guarantees & Promises
We back every service agreement with clear, published guarantees — giving customers and underwriters confidence that our commercial terms are fair and transparent.
14-Day Money-Back Guarantee
Cancel within 14 calendar days of your Agreement Start Date for a full refund — no questions asked, in line with the Consumer Contracts Regulations 2013.
30-Day Workmanship Guarantee
Every completed repair is guaranteed for 30 days. If a fault recurs due to workmanship or defective parts we supplied, we rectify it at no further cost.
No Hidden Fees
One fixed monthly fee of £24.99 inclusive of VAT. No setup charges, no callout fees, and no excess on covered repairs. Parts and labour included up to the £1,000 per-incident limit.
Price Change Promise
We give at least 30 days' written notice of any price increase, and at least 3 working days' notice before any Direct Debit amount, date, or frequency changes. Customers may cancel without penalty if they do not accept a new price.
10. Eligibility Criteria
Service agreements are available to UK residents who meet the following criteria. This transparency helps underwriters confirm our target market and risk profile.
You are eligible if…
- You are aged 18 or over
- You are a UK resident or business operator
- You own or are the authorised occupier of the property
- Your property is residential (not commercial/industrial)
- You provide accurate details and valid payment information
Not eligible if…
- Under 18, or outside the United Kingdom
- The property is commercial or industrial (on a residential plan)
- Providing false or misleading information at sign-up
- Pre-existing faults are knowingly undisclosed
- The property requires works outside our covered services
11. Billing & Subscription FAQ
12. Underwriter Compliance Checklist
The following information is published and verifiable across this website. Each item addresses a standard GoCardless / Bacs underwriting review point.
- Company registered at Companies House with verifiable registration number
- Registered office address clearly displayed (not a PO box)
- Direct dial phone number and monitored email address published
- Clear description of goods/services sold and the business model
- Transparent, fixed pricing with no hidden charges
- Full Terms & Conditions of service published and accessible
- Cancellation and refund policy published
- Privacy Policy published (UK GDPR compliant)
- Official Bacs Direct Debit Guarantee displayed
- Service user / bank statement name disclosed
- Minimum 3 working days' advance notice before collection
- Direct Debit Instruction collected via approved Bacs bureau (GoCardless)
- 14-day cooling-off period offered to all customers
- Complaints procedure with escalation route published
- Card payments processed via PCI-DSS Level 1 provider (Stripe)
- Regulatory status clearly disclosed (not FCA-regulated insurance)
13. Directors & Ownership Structure
Our ownership structure is straightforward and transparent. 24/7 Home & Maintenance Solutions Ltd is a privately owned UK limited company with no complex ownership chains, no offshore holding structures, and no Politically Exposed Persons (PEPs) among its directors or beneficial owners.
14. Anti-Money Laundering & Fraud Prevention
We apply proportionate customer due diligence (CDD) at the point of sign-up and operate controls designed to detect and prevent fraud, money laundering, and payments abuse. We do not accept cash payments — all collections are made via traceable, FCA-authorised payment channels.
Customer Due Diligence
- Age verification (18+) and UK residency check
- Identity and address verification at sign-up
- Account holder name matched to payment instrument
- Sanctions and PEP screening of new customers
Fraud Monitoring
- No cash payments accepted — all funds traceable
- Transaction monitoring for unusual patterns
- Refund anomalies reviewed to detect abuse
- Suspicious activity reported to the relevant authorities
15. Data Security & Retention
We protect customer data in line with the UK GDPR and Data Protection Act 2018. The Company does not store bank account or card details — all financial data is held securely by our PCI-DSS compliant payment partners (GoCardless and Stripe).
16. Dispute & Chargeback Handling
We take a refund-first, customer-centric approach to disputes. Our aim is to resolve every dispute directly and fairly, minimising chargebacks and scheme disputes. Where a customer disputes a payment, we act promptly and cooperate fully with banks and card schemes.
Our Approach
- Acknowledge all disputes within 2 working days
- Investigate and respond in writing within 10 working days
- Refund-first: issue refunds where we are at fault
- Cooperate fully with banks and card schemes
Scheme Protections
- Direct Debit: Bacs Direct Debit Guarantee (immediate refund)
- Card payments: chargeback rights retained by customer
- 14-day cooling-off period for all customers
- Clear, published Complaints Policy with ADR escalation
See our Complaints Policy for the full dispute resolution process.
17. VAT & Tax Status
18. Customer Journey — How It Works
A transparent, low-friction customer journey from sign-up to repair — designed for clarity and customer confidence at every step.
Sign Up
Customer completes the online sign-up form, verifies eligibility, and selects Direct Debit or card payment. Agreement Start Date is the first successful payment.
Mandate / Payment Setup
Direct Debit Instruction completed via GoCardless hosted flow (Bacs-compliant), or card details captured via Stripe. Bank statement name confirmed: 247HOMEMAINTENANCE.
Welcome & Confirmation
Customer receives a welcome email and Direct Debit confirmation letter within 3 working days, including mandate reference and first collection date.
Request a Repair
Customer raises a repair via the online dashboard, phone, or email. We triage within 1 working day and confirm coverage and urgency.
Engineer Visit
A qualified, vetted engineer attends at an agreed time, diagnoses and completes the repair — parts and labour included up to the £1,000 per-incident Repair Limit.
Completion & Guarantee
Customer receives a completion report. The 30-day workmanship guarantee begins on the repair completion date.
Ongoing Billing & Support
Monthly fee collected on the chosen date with at least 3 working days' advance notice. A dedicated account manager supports the customer throughout.
Cancel Anytime
14-day cooling-off period for a full refund, then 30 days' written notice to cancel. Direct Debit can also be cancelled directly with the customer's bank.
19. Website Accessibility
We are committed to making our website accessible to all users, in line with the Web Content Accessibility Guidelines (WCAG) 2.1 at level AA. Our site is designed to be readable, navigable, and usable with assistive technologies.
- Responsive design that works across desktop, tablet, and mobile devices
- Sufficient colour contrast between text and background
- Descriptive headings and logical page structure
- Keyboard-navigable forms and interactive elements
If you experience any difficulty accessing our website or our services, please contact us and we will provide the information in an accessible format. We continually review and improve the accessibility of our site.
Questions for our compliance team?
Underwriting, compliance, and payment-scheme reviewers are welcome to contact us directly for any additional documentation or clarification.