🛡️ Homeowner Protection Pack (Merseyside)

Printable contracts + complaint templates to protect you when hiring a tradesperson

This page is designed for homeowners across Liverpool & Merseyside.

Use it to:

Agree the job properly (before any work starts)
Avoid misunderstandings about price and scope
Handle issues calmly if things go wrong
Save/print everything as a PDF for your records

✅ Tip: Scroll to the bottom and click “Print / Save as PDF”.

How to Use This Pack

Pick the right contract (small job or larger project)
Fill it in with the tradesperson before work starts
Take a photo/screenshot of the signed agreement
If problems happen, use the complaint templates
Use the Print / Save as PDF button to keep a copy

✅ CONTRACT 1: Small Works Agreement (Under £800)

This agreement is made between:

Homeowner Name: ____________________________________
Address of Works: ____________________________________

Postcode: ______________________

AND

Business Name: ____________________________________
Contact Name: ____________________________________
Business Address: ____________________________________

Phone: ____________________
Email: ____________________

Date of Agreement: ____ / ____ / ______

1) Description of Work

The contractor agrees to carry out the following work:

(Attach quote if needed)

2) Total Price

Total agreed price: £____________

This price:
☐ Includes materials
☐ Includes labour
☐ Includes VAT (if applicable)

No additional charges will be made unless agreed in writing by the homeowner.

3) Payment Terms

☐ Payment due on completion
OR
☐ Deposit of £________ (recommended max 30%)
Balance payable on completion

Payment method: _______________________________

4) Start & Completion

Estimated start date: ____ / ____ / ______
Estimated completion date: ____ / ____ / ______

The contractor agrees to complete the work within a reasonable time.

5) Standards of Work

All work will be carried out:

With reasonable care and skill
In line with the Consumer Rights Act 2015
In compliance with relevant safety regulations

6) Insurance

The contractor confirms they hold valid public liability insurance.

Insurance provider: __________________________
Policy number: __________________________

7) Variations (Changes)

Any changes to the agreed work must be confirmed in writing and may affect the final price.

8) Cancellation Rights

If the contract was agreed at your home, a 14-day cooling-off period may apply.
(Where required, the contractor should provide cancellation details.)

9) Signatures

Homeowner Signature: _________________________
Print Name: _________________________
Date: ____ / ____ / ______

Contractor Signature: _________________________
Print Name: _________________________
Date: ____ / ____ / ______

✅ SECTION 4 (Larger Contract)

Regular Section / 1 Column / Text Module

✅ CONTRACT 2: Home Improvement Contract (Larger Projects)

This agreement is made between:

Homeowner: ____________________________________
Address of Works: ____________________________________

Postcode: ______________________

AND

Business Name: ____________________________________
Company Registration (if applicable): __________________
Business Address: ____________________________________

Phone: ____________________
Email: ____________________

Date of Agreement: ____ / ____ / ______

1) Scope of Work

The contractor agrees to carry out the following works:

(Attach detailed quotation/specification as Schedule 1)

Only the work described above is included in this agreement.

2) Contract Price

Total Contract Price: £____________

This includes:
☐ Labour
☐ Materials
☐ Waste removal
☐ VAT (if applicable)

Any additional work must be agreed in writing before proceeding.

3) Payment Schedule

Payment shall be made as follows:

Deposit (recommended 10–30%): £________
Stage Payment 1: £________ on __________________
Stage Payment 2: £________ on __________________
Final Balance: £________ on completion

Final payment is due only once work is completed to agreed standard.

4) Programme of Works

Estimated Start Date: ____ / ____ / ______
Estimated Completion Date: ____ / ____ / ______

Delays caused by weather, supply issues, or unforeseen structural issues may adjust timelines.

5) Variations

Changes must:

Be agreed in writing
Include revised cost
Include revised timescale

No verbal agreements apply.

6) Insurance & Compliance

The contractor confirms:
☐ Valid public liability insurance
☐ Employer’s liability insurance (if applicable)
☐ Relevant trade registrations (Gas Safe / NICEIC etc.)

Insurance provider: __________________________
Policy number: __________________________

Gas Safe No (if applicable): __________________
NICEIC No (if applicable): __________________

7) Building Regulations & Permissions

The homeowner is responsible for:
☐ Planning permission (if required)
☐ Building control approval (unless agreed otherwise)

The contractor will comply with applicable regulations.

8) Site Responsibilities

The homeowner agrees to:

Provide reasonable access
Provide electricity/water where needed
Remove personal valuables from the work area

9) Warranty / Guarantee

Workmanship guarantee provided: ______ months / years

Manufacturer warranties apply separately to supplied products.

10) Dispute Resolution

If a dispute arises:

Discuss in good faith
Written complaint with 14-day response window
Consider mediation before legal action

Jurisdiction: England & Wales.

11) Termination

Either party may terminate in writing if:

Payment is not made
Work is abandoned
Serious breach of agreement occurs

Payment will be due for completed work up to termination date.

12) Signatures

Homeowner Signature: _________________________
Print Name: _________________________
Date: ____ / ____ / ______

Contractor Signature: _________________________
Print Name: _________________________
Date: ____ / ____ / ______

✅ SECTION 5 (Complaint Templates)

Regular Section / 1 Column / Text Module

✉ Complaint Templates (Copy & Paste)

Template 1 — First Message to the Tradesperson

Hi [Name],
I’m contacting you about the work completed on [date] at [address].

The issue is: [describe the problem clearly].
What I would like you to do is: [repair/complete/refund].

Please respond by [date – 7 to 14 days] to confirm when this will be resolved.
I have photos/videos available if needed.

Thanks,
[Your name]
[Your phone number]

Template 2 — Formal Complaint (Written)

Subject: Formal complaint — work at [address]

Hi [Name],
This is a formal complaint about the work carried out on [date] at [address].

Work agreed: [short description]
Problem: [short description]
Resolution requested: [repair/refund/completion]
Deadline: Please confirm by [date – 14 days] when you will resolve this.

If I do not hear back, I will seek advice from Citizens Advice and consider further action.

Regards,
[Your name]
[Your address]
[Your phone number]

Template 3 — Letter Before Action (Final Warning)

Subject: Letter Before Action — [address]

Hi [Name],
Despite previous messages on [dates], this issue remains unresolved.

Unless the matter is resolved by [date – 14 days], I intend to begin a claim to recover my losses without further notice.

Amount sought: £[amount]
Reason: [brief reason]
Evidence: [photos/messages/invoices]

Regards,
[Your name]

✅ SECTION 6 (Who to contact)

Regular Section / 1 Column / Text Module

Who to Contact (UK / Merseyside)

Citizens Advice (Consumer Service)
Phone: 0808 223 1133
Website: https://www.citizensadvice.org.uk

Trading Standards
Access via Citizens Advice referral.

Gas Safe Register (Gas work issues)
Phone: 0800 408 5500
Website: https://www.gassaferegister.co.uk

Gas Emergency (smell gas / suspected leak)
National Gas Emergency: 0800 111 999

NICEIC (Electrical complaints if registered)
Phone: 0333 015 6626
Website: https://www.niceic.com

TrustMark (If the trader is registered)
Website: https://www.trustmark.org.uk

Money Claim Online (Small claims)
Website: https://www.moneyclaim.gov.uk

Action Fraud (scams/fraud)
Website: https://www.actionfraud.police.uk

✅ SECTION 7 (Print / Save as PDF button)