Home Fix Terms and Conditions

1. About these terms

These are the terms and conditions (Terms) for your chosen Home Fix repair or service (Home Fix Services). Please read all of the enclosed information carefully. It explains what we will and won’t service and repair, and provides other important information – like how to cancel or complain.

The Home Fix Services are provided to you by Kantan Ltd (an OVO group company) via its network of carefully selected local partners in your area. The company registration number is 11681210, and the registered address is 9 Pembridge Road, London, England, W11 3JY. 

These Terms only relate to the Home Fix Services and are separate to the OVO Core Terms and Conditions governing the supply of energy to you by OVO if you are an OVO customer. These Terms prevail in the event of any conflict or inconsistency with any supplemental terms and conditions, communications or otherwise.

Nothing in these Terms affects your legal rights. For more information, please see adviceguide.org.uk.

Words with special meanings

In these Terms, words which have a special meaning will appear in bold. Each word with special meaning is listed with the definition below.

OVO ’, ‘we’, ‘us’, or ‘our’ are references to Kantan Limited. 

You/your: The person(s) named on your welcome letter.

2. Our services

We provide the following services at a fixed hourly price (see our website for current pricing) apart from our on demand annual boiler service which is charged at a single fixed (non-hourly) price for the service. These fixed prices are for labour alone and do not include parts which will be quoted for after the engineer has assessed the repairs required and charged as an additional cost. 

As part of the booking journey you will be asked to answer certain questions about your property, boiler, central heating or other questions relating to service you require. Your answers may affect whether or not we can provide the service to you so please answer the questions honestly and correctly. Any exclusions in the services will also be made clear to you in the booking journey.

Your quote

The above fixed prices are for labour alone and do not include parts which will be quoted for after the engineer has assessed the repairs required and charged as an additional cost. 

Your quote will include:

  • the estimated number of hours of work required at the fixed hourly fee; and
  • the cost of parts

Customers have the option to accept or decline the quote or decline. If the quote is declined the customer is  still obligated to pay for the first hour. Please note that if the repair is expected to take more than one hour we may not always be able to carry out additional repairs the same day as your initial appointment. 

Sometimes the quote may need to be amended again after the work has started if additional parts are required or the work will take longer than the initial estimated time, particularly where you have not given us accurate information. If this is the case we will stop work and give you a revised quote which you also have the option to accept or decline but you will have to pay for any work which has already been done including parts.

Any quote we give you does not include:

  • any additional work that was not included in your quote, as a result of incorrect or untrue information that you provided to us or where information is missing;
  • the cost of removing any dangerous waste materials, such as asbestos, or any materials that we couldn’t reasonably identify when we gave you your quote. You can call a specialist contractor to remove dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed, you will need to show us a ‘site clearance for reoccupation’ certificate before we can continue to work at your property;
  • lifting carpets or other floor or wall coverings before we can start work, or replacing them once we've finished. You can call a specialist contractor to do this work or we may be able to do it for you at an extra cost; and
  • any cost for you to redecorate, repair or restore certain areas once the work is completed. 

Other important things to know about our Services

If you don’t own your property you may need additional permissions for the work to be carried out e.g. you may need your landlord’s or local council's permission to carry out the work. It's your responsibility to get any permission needed for the work. You’ll be responsible for any losses or costs we suffer if claims are made against us for work carried out without the proper permission. We won’t be able to carry out the work where the property is a commercial property.

We only supply new parts sourced from the original manufacturer, or from a manufacturer approved or reputable trade supplier. Replacement parts will have similar functionality but not necessarily the same features. If parts are no longer available, we won’t be able to complete the work. If this happens, we’ll refund any payment you’ve made. For safety reasons we will not fit any parts sourced by you.

We are only able to provide our services in mainland Great Britain and are unfortunately unable to perform any work in Northern Ireland or any non-mainland islands. 


Boiler Service and Repair

We won’t service back boilers or LPG, electric or oil heating systems.

3. Your appointment

You can book an appointment either online via the OVO Beyond App or your online account. 

Works will be carried out between 0800 and 1800, Monday to Friday excluding bank holidays, unless we notify you otherwise.

On the day of your appointment, you will need to ensure that there is someone over the age of 18 in the house at all times. All our engineers will carry ID. 

Please note that our engineers will need clear access so please ensure that any obstructions are removed. You will also need to ensure that we are able to park within a reasonable distance of your property.

 If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.

In certain circumstances including (but not limited to) the following the engineer might stop the service if: 

  • They can’t gain access
  • They consider that the circumstances to carry out the work are potentially dangerous
  • There’s a risk to health or safety (e.g. where work is needed in a loft space and permanent boards, railings, lighting or ladders aren’t in place);
  • There are hazardous materials or infestation; or
  • The engineer is subject to verbal or physical abuse of any kind.

We’ll take reasonable care to carry out the works without causing unnecessary damage to the property.  We are not responsible for the costs of any material or labour needed to gain access to your boiler/central heating system, or for making good any damage caused to gain access, unless we have failed to take reasonable care.  We are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services. 

4. Cancelling or Rearranging your Appointment

If you can no longer accommodate your appointment time you can rearrange or cancel your appointment by emailing [email protected] or calling us on 0330 818 6751. If you cancel an appointment multiple times and without providing a minimum of twenty four (24) hours’ notice, we reserve the right to charge you for the full cost of the visit.

We reserve the right to amend or cancel your appointment. If we do this, we will always do our best to let you know and rearrange your appointment for another time. If we do have to reschedule or cancel your appointment, we will not be liable to compensate you for any loss or inconvenience caused to you.

If we decline to repair the fault in relation to the exclusions listed in this contract, any payment you have made for this contract will be refunded.

We also reserve the right (acting in our sole discretion) to cancel your Home Fix Service if we believe that you have not complied with these Terms, any supplemental terms and conditions (as applicable) and / or the OVO Core Terms and Conditions or otherwise.

5. Delays

We’ll aim to start the work on the time and date we agreed with you when you complete the booking journey. However, there may be circumstances outside of our control that prevent us from keeping to such timescales. We will contact you as soon as possible to let you know if there is a delay and rearrange the appointment with you.

We’ll do our best to complete the works promptly, but we’re not responsible for delays where:

  • additional work is required
  • our engineer is not given safe access
  • something happens beyond our reasonable control; 
  • there's a health and safety risk to our engineers (we won’t start or continue any work at your property until it's resolved); or
  • the information you have given us is incorrect.

6. Payment

Once your appointment has taken place we'll email you an invoice with a link to make payment.  Payment must be made within 5 days.

All prices include VAT.

If you need any further repairs this work will be carried out under separate terms and quoted for and charged separately.

7. Guarantee

All our Home Fix repairs come with a 12 month guarantee on replacement parts and labour provided that the issue is the same . In the event of any problems with your repair after our visit, please contact us at [email protected]

.com. Only work that is done under these Terms will be covered by this guarantee. Any additional work that you agree directly with the engineer and contract with (and pay) the engineer for is not covered by this guarantee and you should contact the engineer directly in relation to that work. Any work that is stated to be a temporary fix or any work that you have not yet paid for is excluded from this guarantee.

This guarantee does not affect your statutory rights.

8. Contacting Us and Complaints

If you have any questions, please contact us by: 

What to do if you have a complaint about your repair:

Our commitment to great customer service

At OVO Energy, we’ll always aim to do our best, but unfortunately there might be times when things go wrong. If you have a complaint, please contact us by:

We will:

  • Acknowledge your complaint promptly
  • Investigate your complaint quickly and thoroughly
  • Keep you regularly informed
  • Resolve your complaint as soon as possible
  • Use complaint analysis to improve customer service in the future

We’ll aim to send you a final response letter within 8 weeks of receiving your complaint. If you’re still unhappy with this response, then you have the right to seek legal advice or refer the matter to the relevant ombudsman.

You can ask Utilities ADR to offer a dispute resolution service by contacting:

Utilities ADR, 12 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW

If you ask or appoint someone to act on your behalf, you must give written authority to allow us to deal with them.

National Gas Emergency

If you smell gas, call the National Gas Emergency Service FREE straight away (0800 111 999).

9. Data protection and how we use your details

We’ll treat all information as private and confidential, and strictly according to the UK General Data Protection Regulation. See our website for our Privacy Policy, and for full details on how we use your personal data.

10. Marketing

OVO Energy and other OVO Group companies might use your information to contact you by post, email, or phone about products and services you might be interested in. We’ll only do this if you’ve given us consent to do so. If you no longer want us to use your information in this way, please let us know.

11. General

Any delay – on our part or yours – in enforcing any term of these Terms won’t prevent us from enforcing that term later. 

The clauses in these Terms all apply separately, so if any court or authority tells us that a certain clause is unenforceable, the rest of the contract will still apply.

These Terms are governed by English Law and any dispute arising in relation to these Terms shall be subject to the exclusive jurisdiction of the English Courts.

Last updated: 15 Nov 2023