Free Call 0800 112 3697

Call Us Now 24/7 Emergency Support

Website Terms & Conditions

Local Plumbers We Care, Technology House C/O Salford Chartered Accountants, 2 Lissadel Street, Salford, M6 6AP, Tel: 0161 670 6394

Privacy Notice:

Local Plumbers We Care Ltd is committed to protecting the privacy of your personal information. Our company is registered with the Information Commissioners Office (ICO), in order to make transparent our data handling practices, and complies with the General Data Protection Regulations (GDPR) effective from May 2018.

Good information handling makes good business sense. By doing this we believe we will enhance our business’s reputation, increase customer and employee confidence, and by making sure personal information is accurate, relevant and safe, save both time and money.

Our organisation act as a Data Controller as we keep or process information about living people and must comply with certain important rules about how we collect and use personal information.

Lawful Basis for Processing

Our firm must have a valid lawful basis in order to process a person’s data and be able to demonstrate the processing of data is “necessary” in order to provide our products and services. There are six lawful bases.

Our organisation process on the basis of the following:

Contract - We may have to process information to fulfil our contractual obligations for an installation, or provide a quotation, or enter into a finance agreement, or provide a warranty. In this instance the processing is necessary for the performance of the contract.

Legal Obligation - We may have to process information for health and safety reasons. In this instance Health and Safety is legislation.

Legitimate Interests - In many instances the processing is necessary, for example to create a Green Deal Advice Report, Energy Performance Certificate, Green Deal Finance Plan, Finance Plan, Credit Broking Finance, access ECO Funding, carry out a Customer Survey Report.

Consent - We ask person’s to positively opt in if they want to receive further information on a product or service that we market separately.

We do not process special category data.

Collection of Information - Your Consent

We may collect personal information from you if you provide it voluntarily. If you do provide personal information to use, we will assume that you have read this Privacy Notice and have consented to us using your personal information in the ways described in this Policy and at the point where you give us your personal information. If, after providing us with personal information, you later decide that you do not want us to use it for particular purposes, then please write to us at the address shown.

Collection of your Information

We may collect and process the following data:

Information you provide when buying our products or services

Information you provide to us by filling in our forms

Information collected through correspondence with our Sales and/or Customer Relations teams;

Information you provide to us through the recruitment process

Information you provide to us in order to register for alerts

Social Media interaction

Statistical data about your browsing actions and patterns for the administration of your application for employment;

We may monitor or record any communications between you and us including telephone calls. We will use these recordings to check your instructions to us, to analyse, assess and improve our services to customers, and for training and quality purposes.

We may require you to submit personally identifiable information in order for you to make use of our services. You confirm that any information you enter or provide will be true. We will only request and collect information which is necessary or reasonable in order to provide you with your requested services and to improve the services that we provide. It will not be a requirement to provide any additional information which is not needed to provide the services.

Reason for Collection of your Information

In the course of our dealing with you we may collect and process certain information about you, including your name, date of birth, address, contact details (including your email address and contact telephone number), payment details (where applicable), any benefits you receive or are entitled to (including disability benefits) (where applicable), and other information about you and your property in respect of which services and products may be provided. Your personal information may be used by us, our employees, contractors or agents to:

  • identify you during any communication between you and us
  • assess eligibility for services and products (whether provided by us or on our behalf)
  • manage your Green Deal Consumer Credit Agreement
  • carry out regulatory checks and meet our obligations to our regulators
  • communicate with you to arrange the provision of such services and products
  • administer and provide such services and products
  • detect and prevent loss, fraud and other criminal activity
  • carry out credit reference checks
  • carry out DBS Checks and processing data about criminal convictions, criminal offences or related security measures as required, where persons acting in a sales position for or on behalf of our firm and where visiting a consumer in their home. No register of criminal convictions would be kept
  • carry out market research and to help us review, develop and improve the services and products we offer; and
  • contact you (in accordance with your preferences), by post, telephone, SMS, email and other electronic means with information about products, services, promotions, and offers that may be of interest to you.
  • Keep legal certificates and work records relating to the services we have provided to you including details relating to:
  • Warranty and guarantee information
  • Workmanship guarantees on work done by us or our contracted partners
  • Insurance Backed Guarantees
  • Installation Certificates to include installing, commissioning and servicing
  • Records of any Legal or statutory notices we may have issued or supplied to include Gas Safe Certificates, Warning Notices, At Risk, Not to Current Standard labelling by us or our contracted partners
  • Any information which we consider may be required by the Health and Safety notice, product recall or modification
  • Industry Body Documentation and installation records to include Gas Safe and OFTEC
  • Audit Bodies such as Accreditation Bodies for PAS: 2030
  • Government Bodies such as those government bodies or appointed agencies such as Gemserv where Green Deal is involved in our capacity as to any Provider, Assessor or Installer Organisation
  • Records of Advice given to include Energy Performance Certificates (EPC’s) which remain legally valid for 10 years after generation and may influence decisions to install or buy certain equipment
  • Occupancy Assessments and Green Deal Advice Reports
  • Any data we consider may be required by any Government Body such as OFGEM who retain the right of Audit on schemes they administer on behalf of the government for at least six years after installation
  • Utilities such as those we provide services to in order to enable them to discharge their Energy Company Obligation
  • Domestic customers and their heirs and successors in title who may ask for copy of records of works done at a property to enable property sales
  • Waste and Environmental records and evidences which may be required by the Environmental Agency relating to our Waste Carrier Licence and Disposal records.

In the event that we sell or buy any business or assets, we may disclose personal information held by us to the prospective seller or buyer of such business or assets. If we or substantially all of our assets are acquired by a third party, personal information held by us will be one of the transferred assets.

Your personal information may also be used by us, our employees or agents if we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce any agreement we have with or otherwise concerning you, or to protect our rights, property or safety or those of our customers, employees or other third parties.

With whom do we share your personal information?

Third parties such as the Financial Conduct Authority, a finance lender (where applying for a finance option), Green Deal Finance Company (GDFC) also known as Hiber, Green Deal Assessors, Green Deal Installers, Energy Suppliers, credit reference agencies (who may check the information against other databases, public or private to which they have access), or fraud prevention agencies. This information may come from your interactions with us or them through applying for a Green Deal Plan or other consumer finance product; or ascertain from the way in which the loan is administered and managed, for example, information relating to the payments which are made to your account with your energy supplier.

In connection with the above purposes, your personal information may be transferred to, or otherwise processed by third party service providers acting on our behalf, our agents and law enforcement authorities (including the police).

Access to Information

The GDPR gives you the right to access information held about you. You have the right to ask for a copy of the personal information held about you. You also have the right to ask for inaccuracies in information to be corrected. Any access request is not subject to a fee unless the requests are unreasonable in which case a fee may be charged and will be disclosed at the time of request. A copy of the information held about you by us can be requested by writing to us at the address shown.

Transfer of Information Abroad

We will not transfer your personal information outside the EU without first obtaining your consent.

Change of Policy

We may occasionally change the Privacy Notice to reflect customer and company feedback. Any changes will be shown on this page.

Breach Notification

Our business has the effective processes to identify, report, manage and resolve any personal data breaches.

Dealing with Data Protection Complaints

We aim to comply fully with our obligations under the General Data Protection Regulations. If a customer has any questions or concerns regarding our company’s management of personal data including their right to access data about themselves, then they should contact Austin Barcley, the director, who is responsible for ensuring our company is compliant with data protection and is the nominated data protection lead or Data Protection Officer (DPO).

If our company holds inaccurate information, then the customer should write to our firm at the address shown providing the director with any evidence to show what the information should say keeping copies of the correspondence. If after a reasonable amount of time (28 days is recommended) the information has not been corrected, then the customer can make a complaint.

There are two courses of action:

  1. Contact the director to process the complaint.
  2. If the customer is still dissatisfied, they can go directly to the Information Commissioner, the independent body that oversees data protection and the GDPR. They can be contacted on 0303 123 1113 or their website is


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Service Terms & Conditions

All the things you need to know about our website and the services we provide. Please read them carefully.

This is an agreement between yourself, and Local Plumbers We Care (registered number: 10416517). Our registered office is 11 Warwick Road, Old Trafford, Manchester, United Kingdom, M16 0QQ.

By using our website and/or services, you are deemed to have read and agreed to these terms. If you don’t accept the following terms, do not use the website or our services. We will use your information in accordance with our Privacy Policy.

We last updated this page in June 2021.


1.1. Any use of (“the Website”) and/or Services as defined in clause 2.2., is subject solely to the following Terms and Conditions.

1.2. The Website and/or our Services must not be used for any unlawful purpose or in such a way as prohibited by the provisions of this agreement.


1.4. The Website is subject to changes and/or withdrawal or suspension without notice.

1.5. Access to the Website may be suspended or interrupted at any time without notice.

1.6. Access to the Website is permitted on a temporary basis only.

1.7. Local Plumbers We Care will not be liable if the Website is unavailable to you for any period of time.

1.8. You have read and understood fully these terms and conditions.


2.1. Local Plumbers We Care Limited’s (“Local Plumbers We Care”) company number is 10416517. The registered office is 11 Warwick Road, Old Trafford, Manchester, United Kingdom, M16 0QQ.

2.2. “Services” means the finding of a Contractor to visit a client’s property for the purposes of plumbing and heating maintenance and/or repairs.

2.2.1. “Urgent” means that the service has started from the point of the call-out fee being paid (“call-out” is defined in clause 2.7.).

2.2.2. “Urgent repairs or maintenance” is the type of service Local Plumbers We Care provide.

2.3. “PCI – DSS” means Payment Card Industry – Data Security Standard.

2.4. “Client” means any individual or body using and paying for the Services.

2.5. “Engineer” means a contractor and/or sub-contractor who may or may not be employed by Local Plumbers We Care.

2.5.1. “Contractor” also means a person who has registered themselves as a competent person via means of advertising, insurance documents or other verified accounts.

2.5.2. “Property” means the Client’s premises where the Services are to be carried out.

2.6. “Deposit” means a sum of money paid either by cash, PayPal, card or bank transfer which takes effect immediately as soon as it’s paid to Local Plumbers We Care for Services.

2.7. “Call-out” means an instance of being summoned to carry out emergency and/or repairs services and;

2.7.1. “Call-out fee” means a set amount charged for Local Plumbers We Care to organise a contractor to visit the Client’s property where;

2.7.2. The call-out is complete once the contractor has been tasked to carry out the visit.

2.8. “ETA” means estimated time of arrival.

2.9. “Terms” means Terms and Conditions.


3.1. The person paying for the Services is the Client and must be at least 18 years of age.

3.1.1. The Service is always of an urgent nature (clause 2.2.2.) unless stated otherwise in writing.

3.2. The Deposit is paid before the booking and is non-refundable, subject to the provisions of clause 6.2.

3.2.1. The Deposit paid to Local Plumbers We Care will cover the cost of the call-out fee only; and

3.2.2. The labour cost is a minimum of half an hour and should be paid to Local Plumbers We Care. The labour cost will be calculated from the time that the Contractor arrives at the premises.

3.2.3. A cooling-off period is only to be given in relation to non-emergency services and; There must be at least 24 hours’ notice; and The agreement of non-emergency Services has been put in writing prior to the booking.

3.3. When paying over the phone, Local Plumbers We Care will use a secure payment system by either using PayPal or WorldPay.

3.4. Clients should make payment to Local Plumbers We Care upon completion of the first visit unless agreed otherwise with Local Plumbers We Care.

3.4.1. The method of payment will be by card, PayPal or bank transfer and;

3.4.2. Local Plumbers We Care may, in certain circumstances, accept payment by cash; and/or

3.4.3. Agree to accept payment within 7 days of the completion of the first visit by providing an invoice to the Client upon completion of the Services by requesting payment by bank transfer within 7 days thereof.


4.1. Contractors shall attend a Client’s property for an emergency appointment within 2 hours of the booking being made and payment of the Deposit. If the Contractor is unable to comply with this timeframe, they will provide the Client with notice of a revised ETA and a 30-minute allowance will be given.

4.1.1. Unless expressly stated otherwise, the premises will be of domestic nature and not commercial.

4.1.2. All contractors will have all basic qualifications.

4.1.3. Local Plumbers We Care must be made aware of any work required that is held to be outside the scope of these basic qualifications.

4.2. If the Contractor arrives before the appointment time and the Client is not at the premises, then the Contractor cannot charge for any waiting time that results.

4.2.1. Once the appointment time has passed and the Client has failed to attend the Property, the first half an hour is chargeable by Local Plumbers We Care.

4.3. If the Client is unable to attend the property at the appointment time, then they must inform Local Plumbers We Care in accordance with the provisions of clause 6.

4.4. If the Contractor attends the Property at the appointment time and the Client refuses entry, an invoice for half an hour’s labour will sent to the Client and should be paid to Local Plumbers We Care within 7 days.

4.5. If the Contractor is late to the Property, the appointment time will be classed as the time of arrival at the Property.

4.5.1. The Contractor cannot charge for time spent searching for the Property unless the Property is deemed to be impossible to find within 20 minutes.

4.6. 20 minutes after arriving at the Property, if the Contractor has taken reasonable steps to inform the customer of their arrival, the Client shall be charged for half an hour’s labour cost.

4.7. If Local Plumbers We Care is provided an incorrect address, the Client will not be refunded their call-out fee and may be required to pay a further labour charge subject to the discretion of Local Plumbers We Care.

4.8. For non-emergency work, at least 24 hours’ notice of cancellation must be given in writing to Local Plumbers We Care; and

4.8.1. The Client will be subject to a charge for any losses incurred by the Local Plumbers We Care.

4.9. It is the Client’s responsibility to contact Local Plumbers We Care if the Contractor fails to attend the Property. It is not the responsibility of Local Plumbers We Care to ensure the Contractor’s arrival at the Property.

4.10. Local Plumbers We Care are not responsible for any further work outside of that agreed upon at the time the appointment was made unless further work is agreed upon by Local Plumbers We Care after the initial booking.

4.10.1. Local Plumbers We Care reserve the right to decline further work requested by the Client.


5.1. Local Plumbers We Care shall make reasonable efforts to verify the details, qualifications, and any other information provided by the Contractor to ensure their suitability for the job, however, Local Plumbers We Care is not responsible for any erroneous and/or inaccurate information provided by the Contractor regarding their suitability to carry out Services requested by the Client.

5.2. The provision of a Contractor’s details does should not be regarded as Local Plumbers We Care’s approval of any tradesman, supplier or other company.

5.3. Local Plumbers We Care are not liable for any transactions which take place between you and the Contractor.


6.1. A Client may cancel a booking by contacting Local Plumbers We Care via telephone call.

6.2. For non-emergency bookings, any cancellation must be made with at least 24 hours’ notice.

6.3. Local Plumbers We Care is not obliged to refund any money paid prior to cancellation under clauses 6.1 or 6.2.

6.4. Local Plumbers We Care may cancel a transaction and/or appointment if deemed to be reasonable in the circumstances and shall refund the Client the full Deposit.

6.4.1. No refund shall be made where the Deposit has not been received by Local Plumbers We Care and;

6.5. Any refunds shall be paid using the same method as or by such other alternative method as is agreed with the Client.

6.6. If the refund has been agreed upon, the Client shall receive their Deposit within 4 to 6 working days.

6.7. The Client should allow up to 10 working days for the refund to appear in their bank account.

6.8. If a cancellation occurs when the Contractor is on his/her way to the Property, a labour cost of half an hour may be charged at Local Plumbers We Care’s discretion.


7.1. The Contractor should be deemed to be a competent engineer in the reasonable opinion of Local Plumbers We Care to provide the Services requested by the Client.

7.2. Local Plumbers We Care shall send the Client’s details to the Contractor either by email or text message, which will include

7.2.1. The job description;

7.2.2. The name of the Client(s);

7.2.3. Confirmation of half hourly rate.

7.2.4. The Client’s contact number.

7.2.5. ETA.

7.2.6. A reminder to the terms agreed between all parties.

7.3. The Contractor is only authorised to carry out the first visit to the Property by Local Plumbers We Care. If further visits are required by the Client, this shall be agreed with Local Plumbers We Care.

7.4. It is the responsibility of the Contractor to attend the Property at the ETA provided by Local Plumbers We Care.

7.5. The Contractor is responsible for:

7.5.1. The work the Contractor carries out; and

7.5.2. Any damage to the Property caused by the Contractor.


8.1. Any complaints made by the Client must be made to Local Plumbers We Care by email to

8.1.1. The complaint should include the Client’s name, address, and contact number.

8.1.2. Any complaints must be made in full.

8.2. The complaint must be clear, readable and must be written in English.

8.3. Local Plumbers We Care shall attempt to respond to any complaint made.

8.4. Complaints must not be made using electronic or social media.

8.5. Local Plumbers We Care shall make all reasonable endeavours to assist the Client in resolving any dispute with the Contractor and;

8.5.1. Will provide such advice to the Client as is reasonable in the circumstances.

8.6. If the complaint is against Local Plumbers We Care, Local Plumbers We Care will endeavour to try and resolve any complaints made by the Client.

8.7. To consent to a complaint being forwarded to the, Local Plumbers We Care need permission from the Client or other authorised person in accordance to the Local Plumbers We Care privacy policy.

8.8. Local Plumbers We Care are not responsible for any complaints made to the Contractor.

8.9. If a complaint is made, the word ‘complaint’ must be used.

8.10. Once a complaint is raised, a record of the complaint will be kept in file for a minimum of 6 years.


9.1. If booking by form on the Local Plumbers We Care website, the Contractor will attend the address provided by the Client.

9.2. If the Client books the appointment via telephone call, a member of staff shall answer the phone and will ask for the Client’s postcode, the nature of their problem, and will explain the labour costs confirm this with the Client. It is the responsibility of the Client to understand the terms before booking.

9.3. A receipt is always sent to the primary mobile number provided by the Client.


10.1. Contractors are either employed by an alternative company or are self-employed.

10.2. Mathew Lanigan (director) is employed by Local Plumbers We Care and if Mathew undertakes the work of a Contractor, then Contractor Terms will apply to Mathew Lanigan.

10.3. The gas safe registration number for Mathew Lanigan is 624555 and the licence number is 10416517, under the company name Local Plumbers We Care Limited.

10.4. The standard text we send every Contractor is as follows: Job details; Client’s name; authorised Labour costs for first half an hour only plus materials; contact; address; post code; email address; ETA of address. By accepting this job acknowledge the Client above will be paying you at the end of the first call as explained in the terms.


11.1. Any work booked outside the agreement of Local Plumbers We Care is between the Client and the Contractor responsible or the company the Contractor is employed by and Local Plumbers We Care.

11.2. The Contractor is responsible for the first half an hour’s work that Local Plumbers We Care agree to.


12.1. To contact Local Plumbers We Care, please visit the link at the bottom of the website called contact.

12.2. Contact page includes all employees’ phone numbers, email addresses and address details if you require to send a letter.

12.3. Local Plumbers We Care duties are to provide employees’ contact details and/or Contractors’ details if requested by email to


13.1. Local Plumbers We Care do not guarantee the attendance of a Contractor within the time stated due to unforeseen circumstances.

13.2. If the work that is carried out on a fixture that has not been maintained as stated in the manufacturer’s warranty, then the Contractor may not be able to guarantee the work completed.

13.3. Some appliance and some fixtures require annual maintenance. If the Contractor was to work on a given job and to deem the work fair but annual maintenance had not been carried out the Contractor may not be able to guarantee the work completed.

13.4. If the appliance is new, then a minimum warranty by the Contractor may be given as long as the original installation of the appliance does not affect the warranty.

13.5. Any complaint concerning the service provided by the Contractor should be addressed to the Contractor directly.

13.6. With any emergency that is causing damage to property then the objective is to make safe and get further authorisation from Local Plumbers We Care or the Contractor to commerce further work, but for the contract to go through Local Plumbers We Care, the Client should get direct authorisation for further work directly with Local Plumbers We Care and not the Contractor.


14.1. Local Plumbers We Care is a company that provides Contractors as quickly as possible and works on behalf of the Client but cannot guarantee that Contractors will attend to Clients within the time stated due to unforeseen circumstances. Local Plumbers We Care do not provide compensation for the Contractor failing to turn up on time and the Contractor is responsible for his own work from the arrival to the completion of the work.


15.1. The Client agrees that if there is an negative feedback on media against Local Plumbers We Care that I will let Local Plumbers We Care know so that the feedback can be verified as a client of Local Plumbers We Care.

15.2. The client agrees that any negative feedback in relation to the Contractor should be dealt with by the Contractor and if the feedback is to become part of media, you will follow clause 15.1.

15.3. By agreeing to clause 15.1, the Client agrees to contact the complaint office which can be done by sending an email to

15.4. The Client agrees that the Client is liable for any loss or damage caused by the Client to Local Plumbers We Care or the Contractor resulting from any material written and distributed or published on media, social media and review sites regarding the service of the Contractor or Local Plumbers We Care.

15.5. The Client agrees to give a reasonable amount of time for the complaint officer to respond to the Client which is within 14 days unless agreed for otherwise.

15.6. The Client agrees to follow all principles in law regarding the Defamation Act 2013.


16.1. Any work carried out after the first half hour of a call-out is classed as additional work which MUST be agreed between the Client and the Contractor. This may be a person who acts on behalf of the Client and is the responsible occupant or responsible person at the time.

16.2. Local Plumbers We Care is only responsible to act upon details given by the job description during the first hald hour of the emergency.


17.1. As far as Local Plumbers We Care is aware, all materials belong to the Contractor and remain the property of the Contractor until paid for in full.


18.1. Receipts are sent out by text message or by email, normally immediately subject to the available staff starting work on the booking.

18.2. Invoices are sent out upon request and in most cases, subject to the verification of the email address, an invoice could be sent out by post.

18.2.1. Verification can be done by text message as long as we hold the mobile number on our system, please refer to our privacy policy for alternative means of verification.

18.3. All invoice requests should be done by a request to, however, if a member of staff agrees to send the client an invoice, this MUST be agreed for by the staff member after the request.

18.4. All text messages if sent by SMS should be no more that 160 characters, and;

18.4.1. We do not accept text message if we don’t receive them as further contact would need to be done by sending an email to


19.1. All content on the Local Plumbers We Care website belong to Local Plumbers We Care and must not be used outside the website unless authorised by Mathew Lanigan (director) in writing.


20.1. Any confidential or financial information belonging to a Client will be handled in accordance with the PCI – DSS standards and guidelines.

20.2. The type of details shared between the Client, Local Plumbers We Care and Contractor are job details, client, authorised costs, contact numbers, email addresses, job address, meeting address, correspondence address and billing address.

20.3. If the Client does not want Local Plumbers We Care to share certain details as in clause 20.2 this mst be put in writing to and this will have to be confirmed back to the Client with confirmation that certain details will not be given to the engineer if deemed reasonable.

20.4. Details explained in clause 20.2 will not be forwarded to any other third party.

20.5. For more information regarding privacy, visit our privacy policy here.


Plumbing and Heating cover plans to suit your specific needs, all of which offer a high level of protection so whichever plan you choose, you can rest assured, you’re covered.

Client Testimonials

We love feedback from our customers!

Read some of the latest from our customers.