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Home visits policy

Save Water Save Money Ltd (SWSM) manages the free home visits on behalf of certain Water Companies. The Water Company referred to in these terms relates to your supply Water Company. For further information please email

The terms and conditions in this section govern the provision of a free home visit to you organised by SWSM. When you book a home visit through SWSM, you will also be subject to terms, guidelines and conditions of Terms of Use and Privacy Policy.

Please read these conditions carefully before booking a free home visit through SWSM. By making a booking, you signify your agreement to be bound by these conditions in full.

Eligibility for free home visits

Free home visits are available on behalf of your Water Company and are limited to customers only in their place of residence. The home visit is not transferrable and only one free visit per customer is offered. The free home visit may not be available to every customer of the Water Company offering the service and may depend on a number of factors including location, postcode area and other requirements as specificied by the Water Company.

Each customer is responsible for ensuring that they are at their place of residence during the home visit. It will be at the discretion of SWSM to offer a repeat visit if a visit has to be aborted due to the absence of the customer at the agreed date and time. Subject to these limitations this free offer is not dependent on any other purchase or service from your Water Company.

You must be over eighteen years of age to book a home visit.

Your booking

When you book a free home visit through SWSM, SWSM will confirm the details of the booking as follows:

  • Where a booking has been made via the SWSM website, the webpage will confirm the date and time slot of the scheduled visit, and an email with these details will be sent to the email address you have provided.
  • Where a booking is made over the phone, SWSM will confirm the date and time slot of the scheduled visit with you on the phone, and by email or text depending on your agreed method of contact.

If you need to change or cancel your booking please contact SWSM by email: or call 0345 371 0728.

Services provided during the home visit

Your home visit is provided by your Water Company approved and Disclosure and Barring Service (DBS) cleared technician.

The technician will (where appropriate and at their discretion):

  • Fit water saving devices where appropriate and agreed by you
  • Exchange washers on non-ceramic dripping taps
  • Tighten loose taps fittings
  • Identify leaks on taps and toilets in accessible areas (see note below on leak fixes)*
  • Measure flow rates (taps, showers)
  • Adjust float valves in toilet cistern
  • Tighten loose toilet handles

The technician may at their discretion:

  • fix leaking taps and toilets
  • fix leaking outside taps
  • Advise on plumbing issues and point you in the right direction if they are unable to help

The technician will not:

  • Exchange old taps or fit new parts
  • Exchange washers on ceramic taps – these require special parts and tools
  • Check or repair central heating systems e.g. boilers
  • Carry out main internal stop valve repairs
  • Install, check or repair water softeners and domestic appliances
  • Carry out repairs required in inaccessible areas e.g. lofts

Please ensure all internal stop valves are accessible and in full working order for the home visit.

*At all times the fitting of free water saving products and leak repairs will be at the discretion of the technician given the age and condition of water saving appliances (taps, toilets, showers, etc.) at your residence and at no point is the technican obligated to fix a leak or make a repair identified during the visit.

If as a result of undertaking a home visit it becomes apparent that remedial works beyond the scope of the home visit are advisable, the technician shall inform you. The technician may perform work that should temporarily address the issue provided you sign a form of release from liability. You will need to seek further advice from a plumbing specialist to resolve the problem.

The technician shall use a set checklist to record details of the visit, water meter reading (if relevant), works carried out, products installed, leaks identified, leaks fixed report.

At the end of the home visit, the technician shall invite you to review together the home visit. He or she shall provide a summary showing the devices that were installed, how many litres of water they are estimated to save and how much this is likely to translate into annual financial savings in water (if on a meter) and energy through savings in hot water usage. The technician will indicate these savings on a certificate and will hand you a copy.

The Technician shall invite you to give feedback on the home visit by way of answering several questions on their iPAD, which they will hand to you. Your answers will help SWSM and your Water Company ensure you and others receive the best experience possible.

Free products

During the home visit the technician may where appropriate fit free water saving devices subject to your permission.

Any water saved by any of the free products is subject to variation, dependent on its correct use, number of people in the property, etc.

While SWSM works to ensure that product information on the SWSM website is correct, actual product may differ to that displayed on the website. All information about the products on the website is provided for information purposes only. We recommend that you do not rely solely on the information presented on the website – please always read labels, warnings and directions provided with the product before use. The technician will only fit free products where they will save water and where appropriate to the appliance in your home.

Complaints and faulty products

If you have a complaint relating to any aspect of a home visit, please contact SWSM by email: or call at 0345 371 0728:

We will require the following information from you:

  • Name
  • Address
  • Contact Number
  • Your Water Company
  • Date of home visit
  • Explanation of product and product fault

SWSM aims to respond within 24 hours from receipt of your complaint. If we are not able to resolve the issue ourselves, we shall contact the technician who carried out the home visit. If the technician is unable to resolve the complaint via telephone, he or she shall arrange to visit you within 24 hours, unless you request an arrangement outside of this timeframe. Any remedial work carried out by the technician as a result of a home visit complaint will be carried out under the terms and conditions of this policy and at no cost to you.

Guarantees & Warranties

The technician who carries out your home visit and/or the company he or she represents offer 12 months’ guarantee on the work performed. The guarantee applies only to the workmanship of the repairs carried out during the home visit and does not apply to: normal wear and tear, the materials used, free products installed, accidental damage, inappropriate use (including inappropriate cleaning) or other events outside the technician’s control.

No guarantees are offered on temporary remedies the technician may carry out during the home visits.

Any water saved by any of the free products in this offer is subject to variation and is not guaranteed.

Your Water Company is not the manufactuer of the free products. If the product received is either damaged or defective, your Water Company shall have no liability and recommends that in the first instance you contact SWSM in these circumstances. SWSM reserves the right to contact the manufacturer on your behalf. Your Water Company will not be obliged to offer any additional compensation for disappointment suffered.

SWSM shall have no liability for damaged or defective free products unless such products are manufactured by SWSM in which case manufacturers’ warranties and guarantees as described below shall apply.

The terms listed below relate to manufacturers’ warranties offered. Please note these are manufacturers’ terms & conditions. All such warranties and guarantees are between the manufacturer and you the consumer.

The free products ordered from SWSM are covered under warranty by the manufacturer to be free of defective parts and materials for a period of 12 months from the date of your home visit, provided the product(s) is used for normal domestic purposes only.

The guarantee is for the original recipient of the free product(s) and is not transferable. The guarantee does not cover any free product(s) that has been modified, altered or transformed in any way.

The guarantee applies only to manufacturing or material defects and does not apply to: normal wear and tear, accidental damage, inappropriate use (including inappropriate cleaning) or other events outside the manufacturer’s control.

The guarantee applies only if products have been maintained according to recommendations. The guarantee applies only to the free product itself and any liability is limited to the cost of the free product.

If a free product is found to be of faulty manufacture, we reserve the right to either replace or repair the product and excludes any claim for consequential loss or damage.

In the event of a warranty claim, please contact SWSM as described in the section “Complaints and Faulty Products”.


The technician who carries out your home visit and/or the company he or she represents is responsible for the delivery of the home visit to you. Neither SWSM nor your Water Company are liable for the work carried out during the visits.

During the home visit the technician may identify a plumbing issue the nature of which is beyond the scope of their visit and hence you would need to seek further advice from a plumbing specialist to resolve the problem. You agree that the technician and/or the company he or she represents, SWSM or your Water Company will not be liable for any costs, claims, demands, liabilities, expenses, loss, damage, injury or death resulting from your failure (or your landlord, as appropriate) to correct the issue identified, including where the technician has done a temporary repair which is outside the scope of the home visit. If you are not the owner or landlord of the property, it is your responsibility to inform the owner or landlord of this property about the issue.

Neither SWSM, nor your Water Company, nor the technician who carries out your home visit and/or the company he or she represents are liable for:

  • any plumbing issues outside the scope of your home visit or not identified during the home visit;
  • product performance and manufacturer’s guarantees, (save for SWSM shall assume responsibility only for the products it manufactures);
  • any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond reasonable control of that party;
  • losses that were not caused by any breach on their part;
  • any indirect or consequential loss or damage arising out of any problem notified to either of the parties under this condition and neither SWSM, nor your Water Company, nor the technician who carries out your home visit and/or the company he or she represents shall have any liability to pay money to you by way of compensation.

Your consumer rights are unaffected and neither SWSM, nor your Water Company, nor the technician who carries out your home visit and/or the company he or she represents exclude or limit their liability for any death or personal injury resulting from their negligence.

Other terms

This Home Visits Policy shall be governed by the laws of England and any disputes will be decided only by the English courts. If any court finds that any of these terms are not valid, this will not affect the validity of any of the other terms in this notice, which shall remain in full force and effect. If SWSM, or your Water Company, or the technician who carries out your home visit and/or the company he or she represents fail to enforce any right we have under these terms, it does not mean it is giving up on enforcing that right at a later date. You may not assign, sub-license or otherwise transfer any of your rights under this policy. SWSM reserves the right to make changes to these terms and policy at any time by posting a revised version of it on this site. The date of the changes will be listed in the 'Last updated' section below. By using the website after the date changes were made, you are agreeing to the changes.

Last updated: 1st October 2017