Terms and Conditions
1. Provider
The Tenant Access & Key Support Plan (“the Plan”) is provided by Orchards Investments Ltd trading as In House Repairs (“we”, “us”, “our”).
2. Nature of the Plan
The Plan is an optional subscription-based service membership.
It is not an insurance policy and does not provide financial compensation or indemnity.
Membership entitles the tenant to request the services described below within the stated annual limits and subject to these Terms and Conditions.
3. Eligibility
The Plan is available only to tenants of properties managed by Orchards.
The Plan applies solely to the tenant’s primary rented property under their tenancy agreement.
Membership is personal to the named tenant(s) and cannot be transferred without our agreement.
4. Membership Start, Activation and Term
Membership begins on the date the tenant completes sign-up (“the sign-up date”).
4.1 Activation Period
Membership benefits become available 14 days after the sign-up date (“the activation date”).
No services are available during the first 14 days of membership.
4.2 Rolling Monthly Structure
Membership operates on a rolling monthly basis unless and until the service is used.
4.3 Minimum Term Following Use
If the member uses any service under the Plan (including locksmith attendance, replacement keys or access attendance visits), a minimum 12-month membership term will apply from the original sign-up date.
By requesting or accepting any service under the Plan, the member agrees to complete a full 12-month membership period from the sign-up date.
If membership is cancelled after any service has been used but before 12 months from the sign-up date have elapsed, the remaining balance of the 12-month membership period will become payable.
5. Cooling-Off Rights
Under the Consumer Contracts Regulations, members have the right to cancel their membership within 14 days of the sign-up date without giving a reason.
Because services are not available during the first 14 days, cancellation during this period will result in a full refund of any payments made.
To exercise the right to cancel, the member must notify us in writing within 14 days of the sign-up date.
6. Membership Fees
The membership fee is £4.20 per month (including VAT), payable by Direct Debit.
Payments are taken monthly in advance.
Failure to maintain payments may result in suspension of services.
7. Services Included
During each membership year (being 12 months from the sign-up date), the following services are included:
Up to 2 locksmith call-outs
Up to 2 replacement keys
Up to 3 access attendance visits
If these limits are exceeded within the same membership year, the following member charges apply:
Locksmith call-outs: £50 per visit
Replacement keys: £15 per key
Attendance visits: £25 per visit
All charges include VAT.
Unused allowances do not roll over.
8. Service Hours
Access support is available daily from 5:00am until 12:00 midnight, 365 days per year.
Requests received outside these hours will be handled from 5:00am the following day.
Response times are not guaranteed and may be extended during peak periods or on Bank Holidays.
9. Access and Identification
Satisfactory identification and tenancy verification must be provided before access is granted.
We reserve the right to refuse access where identification cannot be verified or where granting access would be unsafe.
10. Landlord Consent
Where locksmith attendance or lock changes are required, landlord consent may be necessary before works proceed.
We are not responsible for delays caused by landlord approval requirements.
11. Exclusions
The Plan does not cover:
Lock changes required due to burglary, criminal damage or police instruction
Lock replacement where locks have been altered without landlord consent
Deliberate damage or misuse
Commercial or business use of the property
Replacement of specialist or restricted keys beyond standard domestic types
Consequential loss of any kind
Additional works beyond standard access or key replacement may incur separate charges.
12. Cancellation
Before any service has been used, membership may be cancelled at any time. Cancellation will take effect at the end of the current paid monthly period.
If any service has been used, membership cannot be cancelled until 12 months from the sign-up date have elapsed.
We may cancel membership where:
Payments are not maintained
There has been misuse of the service
The tenancy ends
The property is no longer managed by Orchards
No refunds will be issued for unused allowances.
If the tenancy ends within 12 months of sign-up and the service has been used, the remaining balance of the 12-month membership period remains payable.
13. Limitation of Liability
We will use reasonable skill and care in providing services.
We shall not be liable for:
Indirect or consequential loss
Delays caused by circumstances beyond our reasonable control
Delays caused by third-party contractors
Nothing in these Terms limits liability for death or personal injury caused by negligence or any liability that cannot be excluded by law.
14. Changes to Terms
We may amend these Terms on renewal by giving reasonable notice.