House Network Terms & Conditions

1. Definitions and Interpretation of Words and Phrases used in these Terms

1.1. Within this agreement the following words of phrases shall, unless the context otherwise requires, have the following meanings:

"Buyer" The person(s) buying the Property.
"Completion Date" The date of the completion of the sale and purchase of the Property.
"EPC" Energy performance certificate.
"Exchange date" The date of which contracts of the sale of the Property are legally exchanged and are legally binding.
"Fee" The amount payable to House Network in respect of the services we provide under this contract as set out in clause 3.
"House Network" or "We" House Network Ltd a company registered in England, company registration number 4907838, with its registered office being Units 13 & 13a, Estate Offices, Radley Green Farm, Radley Green Road, Radley Green, Essex, CM4 0LU.
"On the market" This means that your Property is being listed on the House Network website and/or our partner sites.
"Pack" Has the meaning given in clause 4.1.
"Property" The property you have instructed us to sell.
"Seller" or "You" The person or persons who have instructed us to sell the Property.
"Welcome Email" The email sent to you on or around the date of this contract containing details of your premiere negotiator and you home visit appointment.

1.2. If the Seller is more than one person, each person shall have joint and several liability under this contract, which means each person who is a Seller is responsible for fulfilling his or her obligations under this contract individually and together.

1.3. When we use the words "writing" or "written" in this contract, this includes emails and messages sent through your online account with us.

2. Information about us and how to contact us

2.1. Our contact details are House Network Ltd whose registered office and business address is at Estate Offices, Unit 13 & 13a, Radley Green Road, Ingatestone, Essex, CM4 0LU telephone number 03330 143 169. Our company number is 04907838. Our VAT number is 839 8143 90. We are registered on HMRC’s Supervised Businesses Register. We are registered with the FCA as an “appointed representative – introducer” with reference number 438112.

2.2. You can contact us by telephoning our customer service team on 03330 143 169 or by writing to us at our address above or through our online customer portal on our website www.housenetwork.co.uk.

2.3. Calls to House Network on 03330 143 169 will be charged at the geographic rate charged by your telecoms provider.

3. Fees payable to House Network

We offer a number of ways to pay for our services. Confirmation of your chosen method is contained within your welcome email. The following terms apply to each package

Home Pack - Upfront

3.1 You have agreed to pay for our services on the date you entered into the contract. If you have ordered any additional services from us, you must pay for these on the same date you pay for the Pack or, if later than the date you order the Pack, the date you order them.

3.2 The Fee for the services we have agreed to provide is confirmed on your welcome email. Any promotional offer has been included within the Fee.

3.3 There is no commission to pay on the Completion Date. You only pay the fee described in this clause on the terms set out in this clause.

Home Pack – Later (6 months deferral)

3.1 You have agreed to pay for our services on the earlier of either the Completion Date or the date 6 months’ after the date of this contract. If you have ordered any additional services from us, you must pay for these on the same date you pay for the Pack or, if later than the date you order the Pack, the date you order them.

3.2 The Fee for the services we have agreed to provide is confirmed on your welcome email. Any promotional offer has been included within the Fee.

3.3 There is no commission to pay on the Completion Date. You only pay the fee described in this clause on the terms set out in this clause.

Home Pack – Later (10 months deferral)

3.1 You have arranged to pay the Fee with credit provided by a third-party we introduced you to. If you have ordered any additional services from us, you must pay for these in the same way you agreed to pay for the Pack.

3.2 The Fee for the services we have agreed to provide is confirmed on your welcome email. Any promotional offer has been included within the Fee.

3.3 There is no commission to pay on the Completion Date. You only pay the fee described in this clause on the terms set out in this clause and any terms you agreed with the third-party credit provider.

No Sale No Fee

3.1 You will be liable to pay remuneration to us, in addition to any other costs or charges agreed, if at any time unconditional contracts for the sale of the Property are exchanged:

  • 3.1.1 with a buyer introduced by us during the period of our sole agency or with whom we had negotiations about the Property during that period or
  • 3.1.2 with a Buyer introduced by another agent during that period (Fee).

3.2 The Fee (which is inclusive of any other costs or charges) is confirmed within your welcome email.

3.3 It is our policy to be paid any Fee due directly from your solicitor no later than 10 days after the Completion Date. If payment is not received, we will contact you for payment directly and you agree to pay the Fee no later than 10 days after we contact you.

3.4 You appoint us as sole selling agents in respect of the Property for a period of 3 months together with any longer period that you and we agree for which the Property should be marketed. If you wish to appoint other agencies during this period you will need approval from us and our rate will increase.

4. Services provided by House Network

4.1. The services included with the package (“Pack”) are in Annexure 4 to this contract. Any additional services you have purchased are set out in the Welcome Email.

4.2. Our services begin with a home visit to the Property from one of our local House Network agents in order to take photographs and measurements for marketing. Marketing of the Property will usually commence within a few working days of the home visit.

5. 20 Point Customer Promise

5.1. All clients qualify for our Customer promise, details of which are annexed to this contract as Annexure 2 and available on our website at our customer promise page

6. Your listing with House Network and portal partners

6.1. House Network Ltd will list your Property on the House Network website which is www.housenetwork.co.uk. Third party website portals are subject to change, they may not be controlled by House Network and we do not guarantee continued presence on these websites, although it is the policy of House Network to continue to maintain, expand and improve our property portal networks at all times. You agree to us providing information about you and the Property to these third party website portals.

6.2. The length of anytime marketing in respect of the Property that you have been allocated is stated in your Welcome Email. Anytime marketing means that you can pause marketing the Property and return at a later date and continue where you left off.

6.3. In order for us to comply with regulations, you will need to renew your listing every 6 months, which ensures that our stock is up to date and accurate. This is a very straightforward process and does not cost anything; we'll send email reminders to you well in advance of the time of expiry. A renew marketing button will appear within your online account and it's simply a click to extend your marketing. Should you decide not to renew you can still log in at any time and re-list the Property after the 6 months is up. This renewal is separate to the marketing time and you will only be able to renew if you have valid marketing days within your account.

7. Portal Premium Listings

7.1. If you purchased portal premium listings, which is standard with the Premium Selling Pack and optional with the Home Selling Pack, it is important for you to know that this is a one-time activation that lasts for 12 months but only on a continued marketing basis. For example; if you choose to de-list your Property after 2 months of activation then your premium listings will instantly come to an end. If you re-list the Property at any time after this then you will no longer be able to use the premium credit unless you purchase another one. This is the way all portals operate the premium option and not something we have control over.

8. Describing the Property and Marketing

8.1. You agree to cooperate with us in connection with the sale of your Property and to provide such information as we may reasonably request in connection with the Property within a reasonable time of us asking for it.

8.2. Any information you supply about the Property shall be accurate and not misleading.

8.3. At our absolute discretion we may choose not to publish information you provide to us about the Property. We will usually only do this if we think the information may be inaccurate or misleading and may not comply with the law.

8.4. House Network will prepare a set of property particulars on your behalf based on the information obtained in the home visit and provided by you, however House Network is not responsible for any of the data that it provides to buyers and sellers. All information on our website and all information provided to Buyers and Sellers directly, cannot be guaranteed and they do not form part of any contract. You must approve your Property details before marketing of the Property can commence in writing or by logging on to your secure member’s area within the House Network website using your username and password as given upon and/or prior to your home visit.

8.5. You may be liable for losses we suffer as a result of you providing information to us that is false or misleading. You may also be directly liable. Therefore, you must use all reasonable efforts to ensure that all information you provide to us or add to any marketing listing is accurate and not misleading.

9. Offers received for your Property and sales notification

9.1. House Network confirms that (unless instructed to the contrary in writing by you, the seller) it will forward to you promptly and accurately in writing (which includes email correspondence), all offers from prospective Buyers.

9.2. House Network shall prepare and send out sales memorandum letters or emails on your behalf and on behalf of the prospective Buyer(s) of your Property, these letters shall be sent to both sets of solicitors involved and a copy shall also be sent to you and your prospective Buyer. This may be sent via email if an email address is supplied.

10. Your obligations as the Seller(s)

10.1. Each Seller hereby warrants and covenants that the following statements are correct:

  • 10.1.1. each Seller has the necessary authority, power and capacity to enter into this agreement (including the consent of the other legal owners of the Property); and
  • 10.1.2. each Seller is the legal and beneficial owner of the Property or has the authority from the beneficial owner to sell the Property on the above terms.

11. For Sale Boards

11.1. If you've ordered a “for sale” board or your package includes a for sale board we will instruct our board installation company to begin the installation process. The board will be installed within 5 working days of our agent’s visit to the Property. After your Property is under offer we will change the board to Sold (subject to contract). If for any reason your sale falls through we shall change it back to ‘for sale’. The board will be removed once the sale is complete or you instruct us to remove it. The board is your responsibility, House Network is not responsible for any damages resulting from the board. If the board is damaged or vandalised then you are able to purchase another one from us at the standard rate.

11.2. Town & Country planning Act 1990 (As Amended). Each Borough Council will have their own rules and regulations, which you must adhere to. Due to our National operation and coverage we cannot be held responsible for each council’s rules and regulations. Any breech of council regulations will be your responsibility so we advise that if you are unsure as to whether you can display a for sale board that you seek advice of the local council. Our boards fall within the rules in terms of size and display but all other council and private legislation is your responsibility.

12. Unoccupied property

12.1. House Network does not accept responsibility for the maintenance or repair of unoccupied property.

13. Energy Performance Certificate (EPC’s)

13.1. An EPC must be commissioned prior to the marketing of your Property commencing. House Network will market your home as soon as the EPC or evidence that one has been commissioned has been received. Please be advised that this is non- refundable once the home visit has taken place and the EPC produced (see clause 16.3). If your selling package includes a free EPC we reserve the right to use a pre¬-existing (and valid) version.

14. Anti-Money laundering

14.1. Under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 we must carry out identity checks on both the Buyer and the Seller. Checks are completed using an electronic system and may require us to ask you for additional information such as your passport or driving license number, which you agree to promptly provide.

15. Accompanied viewings

15.1. House Network do not offer an accompanied viewing service as standard, therefore unless you have purchased accompanied viewings as an optional service, any viewings that are arranged are your responsibility to accompany or make arrangements to accompany on the day of the viewing.

16. Exercising your right to change your mind (Consumer Contracts Regulations 2013)

16.1. For most services bought over the telephone or the internet you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in this contract.

16.2. You do not have a right to change your mind in respect of services, once these have been completed, even if the cancellation period is still running.

16.3. You have 14 days after we confirm we accept your order, which in the case of a contract entered into by telephone or using our website is the day this contract is emailed to you. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. This includes:

  • 16.3.1. where we carry out a home visit during the cancellation period and you exercise your right to cancel we will charge you £195 inclusive of VAT; and
  • 16.3.2. if we put your property on the market during the cancellation period and you choose to cancel, you will have also have to pay for each service connected to the marketing of the Property.

16.4. Even if you do not have a right to change your mind, you can still end the contract before it is completed, but you will still have to pay our Fee. If you want to end the contract before it is completed and you have not changed your mind, just contact us to let us know. You can also pause marketing, as described in clause 6.2.

16.5. To end the contract with us please let us know by contacting us (as described in clause 2.2) and letting us know of your decision to cancel by a clear statement (e.g. a letter sent by post, a message sent using our website www.housenetwork.co.uk or by email to the address on the model cancellation form). You may use the model cancellation form annexed to this contract as Annexure 1, but it is not obligatory.

16.6. We will refund you the price you paid for our services, by the method you used for payment. However, we may make deductions from the price (or if you haven’t yet paid, you will remain liable to pay) for the services provided, as described above in clause 16.3.

16.7. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.

17. Our Rights to End the Contract

17.1. We may end the contract at any time by writing to you if you do not:

  • 17.1.1. make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
  • 17.1.2. within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services or comply with our legal obligations;
  • 17.1.3. within a reasonable time, allow us access to the Property to supply the services.

17.2. If we end the contract in the situations set out in clause 17.1, we may charge you reasonable compensation for our losses and the net costs we will incur as a result of your breaking the contract.

18. Complaints and Dispute Resolution

18.1. If you have a complaint about our service, in the first instance please follow our complaints procedure which is annexed to this contract as Annexure 3. The current version of our complaints policy can also be found on our website at /www.housenetwork.co.uk/complaint.aspx.

18.2. If we are unable to resolve your complaint and you are not happy with our a final viewpoint letter you may refer your compliant to the Property Ombudsman Scheme (unless you are based in Scotland).

18.3. House Network is a member of the Property Ombudsman Scheme, licensed under no. N00770-0.

18.4. Consumers can contact the Property Ombudsman by phone on 01722 333306, by e-mail at admin@tpos.co.uk, via it’s website at www.tpos.co.uk, or by writing to its address at Milford House, 43- 55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

18.5. As a member of the Property Ombudsman Scheme, House Network must comply with its code of practice, a copy of which can be obtained from the Property Ombudsman’s website at www.tpos.co.uk. A copy can also be provided by House Network on request.

18.6. House Network is also registered with NAEA Propertymark.

19. Our responsibility for loss or damage suffered by you

19.1. If we fail to comply with this contract, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

19.2. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

19.3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal right for our services to be supplied with reasonable skill and care.

20. How we may use your personal information

20.1. We will use the personal information you provide to us:

  • 20.1.1. to supply our services to you;
  • 20.1.2. to process your payment for the services;
  • 20.1.3. to comply with our legal obligations, including but not limited to those referred to in clause 14; and
  • 20.1.4. if you agreed to this during the order process, to give you information about similar services that we provide, but you may stop receiving this at any time by contacting us or [by clicking the ‘unsubscribe’ link at the bottom of any promotional email communication from us.]

20.2. Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.

20.3. We will only give your personal information to third parties in order to provide the services under this contract or where the law either requires or allows us to do so.

21. Conflict of Interest

21.1. If we become aware that any potential Buyer is an employee or consultant of House Network or a family member of an employee or consultant of House Network (a “connected person”), we will promptly inform you. If you become aware that a potential Buyer is connected person, you will promptly inform us.

21.2. If you are a connected person, you will promptly inform us. We have the right to disclose that you are a connected person to any potential Buyer.

22. Other important terms

22.1. We may transfer our rights and obligations under this contract to another organisation.

22.2. You may only transfer your rights or your obligations under this contract to another person if we agree to this in writing.

22.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to this contract.

22.4. Each of the paragraphs of this contract operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

22.5. House Network shall not be in breach of this contract nor liable for delay in performing, or failure to perform, any of its obligations under this agreement if such delay or failure result from events, circumstances or causes beyond its reasonable control. These include, but are not limited to: acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; nuclear, chemical or biological contamination or sonic boom; any law or any action taken by a government or public authority; collapse of buildings, fire, explosion or accident; and any labour or trade dispute, strikes, industrial action or lockouts; interruption or failure of utility service.

22.6. If we do not insist immediately that you do anything you are required to do under this contract, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

22.7. This contract are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. You may also make a complaint as described in clause 18.

Annexure 2 – 20 Point Customer Promise

1. We Swear: Your home will be ready to market and post online with all the top property websites within just 24 hours of our home visit. That’s a guarantee*1.

2. We Swear: We will have actual people on our phones 24 hours a day.

3. We Swear: To provide you with your very own dedicated Relationship Manager with a direct number to contact them on.

4. We Swear: In the unlikely event your dedicated Relationship Manager isn’t available to take your call, and you require an urgent call-back, we’ll call you within one hour*2.

5. We Swear: To avoid timewasters, we will attempt to call every single person who views your home to ensure they are serious and all buyers will be financially verified to ensure they’re serious*3.

6. We Swear: We’ll always take our shoes off when we enter your home. Always*4

7. We Swear: We’ll be 100% honest with you and any potential buyers. Well, honesty is the best policy.

8. We Swear: You can request a weekly sales update call with your dedicated Relationship Manager, at a time set by you. And we’ll call you on time every week, guaranteed*5.

9. We Swear: To show your home off in style, our Local Experts will work closely with you to take a minimum of 25 high-quality professional pictures of your home for you to choose from.

10. We Swear: We’ll ask every single viewer of your home to provide detailed feedback (including both the good… and bad).

11. We Swear: All our staff are full time employees of House Network. And we promise to look after them as well as we look after you. Just ask them.

12. We Swear: We’ll never pressure you to sell your home: no arm twisting.

13. We Swear: To always be there. For advice, for reassurance, for the entire time you’re selling your home with us.

14. We Swear: To always use plain language. Our office is a jargon free-zone.

15. We Swear: If you decide you’d like a new Relationship Manager, you’ll have one within 24 hours. No questions asked*6.

16. We Swear: To regularly monitor your ads’ performance and recommend any revisions that we think will maximise its performance.

17. We Swear: To give you a number of options when it comes to paying us. Whatever’s easiest for you, is good for us.

18. We Swear: If you have any problems during your sale, we’ll put you in direct contact with our big boss man Mark (he’s the actual guy who personally set up House Network back in 2003). His email address is markreadings@housenetwork.co.uk.

19. We Swear: Our Relationship Managers will be with you from start to finish. So, even after negotiating your sale, they’ll liaise with all parties including buyers and solicitors right up until completion.

20. We Swear: If we fail to deliver on any one of these points, we’ll ride over naked on a unicycle to your home and give you your fee back in full… and then still sell your home for free*7.

Terms and conditions

The following terms, conditions and explanations apply to our promises, our lawyers insisted!

Specific Promises

*1 Point 1: Property details will be compiled and ready for your approval within 24 hours of our agent leaving your property for the final time with all required information, at which point you will be able to set your property listing live.

*2 Point 4: Urgent call-back requests must be made within Business Hours using your online account. A call-back will not be considered urgent unless:

  • you have previously requested a call from your Relationship Manager and you have not received a call-back within 4 Business Hours;
  • you have raised a ticket using your online account and you have not been contacted within 4 Business Hours;
  • your property has been valued by the buyer’s surveyor at less than the price you agreed with the buyer or the home buyer’s survey has identified serious issues with the property;
  • searches carried out against your property reveal a breach of building regulations or absence of necessary planning permission that were previously unknown to you;
  • the buyer has pulled out (or threatened to) of the proposed sale of your property or the seller of the property you intend to buy pulls out of the sale;
  • the buyer has set a deadline for exchange of contracts for your property within the next 5 Business Days;
  • you have received an offer for your property in excess of that offered by the current buyer.

*3 Point 5: All potential buyers who make an offer are passed through to our mortgage partner to make enquiries about their finances. If the buyer refuses to consent to these enquiries, we will inform you and you can decide if you wish to proceed.

*4 Point 6: Our Local Experts will always remove their shoes or put on protective overshoes during a visit to the interior of your property. If an agent believes his or her health or safety may be put at risk by removing their footwear (such as at a property undergoing renovation) we reserve the right for them to leave footwear on.

*5 Point 8: Whilst you are on the market, under offer or “sold subject to contract” we will offer you a weekly call back from your Relationship Manager. This will be in the form of a weekly email that allows you to select a suitable timeslot for the call to take place. Calls can only be selected on any Business Days between the times of 9am-12pm and 2pm-5pm. We only promise to attempt to call you, if you do not answer our call or we leave a message we have still complied with our promise. If for any reason your Relationship Manager is unable to call you, another member of staff may call you in their place.

*6 Point 15: We may ask you what prompted to you to ask to change your Relationship Manager for our training and development purposes, but we won’t question your decision.

*7 Point 20: Any refund will in fact be made as follows. We will investigate your claim for a breach of our promise and respond within 5 Business Days. Where we decide we have breached our promise and you have paid in advance we will refund the fee you paid in respect of the property of which we breached our promise within 5 Business Days. If you have chosen to pay later, we will cancel your obligation to pay later in respect of that property. If you selected our No Sale No Fee option, we will cancel any fee due on completion.

All Promises

1. No promise will require House Network Limited or its representatives, agents, and employees to endanger themselves or other people or act unlawfully.

2. No promise will require us to take action outside of Business Hours. For example, if we have an hour to call you back starting at 4:59pm, our promise is to call you before 9:59am the next Business Day, although we try to call you the same day if your Relationship Manager is available. However, where we say we will do something within 24 hours, we mean it.

3. No promise will require us take action where people do not respond to our calls or questions. Our attempt to do so fulfils our promise.

4. We will not be liable where we cannot fulfil a promise due to circumstances outside of our control, including those described in clause 22.5 of our terms and conditions of supply and loss of our telephone or internet services.

5. All our promises apply only to our customers selling their properties and are subject to our terms and conditions of supply and a requirement for you to act reasonably and in good faith towards us.

In these promises the following words have the following meanings.

Business Days: Monday to Friday, excluding United Kingdom bank holidays.

Business Hours: 9am to 5pm on Business Days.

Annexure 3 - Complaints Procedure

How to complain

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to clarify the situation and deal with any issues quickly and efficiently.

Where to make your complaint

All complaints are investigated fully before we respond. This is to ensure we come back with constructive comments or course of action promptly. Our intention is to acknowledge the complaint within 3 working days, and provide a full response within 15 working days.

All complaints are handled by a central team away from day to day administrative operations to ensure we look at each case without any direct involvement. To inform us of an issue, we request this by using the following methods:

Email: Send us a secure message via our ticketing system on our website www.housenetwork.co.uk

Post: Complaint Handling, Estate Offices, Unit 13 & 13a, Radley Green Road, Ingatestone, Essex, CM4 0LU

We do not offer reporting via telephone as we investigate fully, and require written notice to ensure all issues are internally verified.

We are a member of The Property Ombudsman Scheme, and if you are dissatisfied once you have exhausted our internal process and we have issued our ‘final view” you may further your complaint for impartial review, a link to this can be found below:

https://www.tpos.co.uk/consumers/completing-the-complaints-form