FAQ
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What is Home Solutions?

Home Solutions from John Lewis is a way to book tradespeople you can trust. 


Our website and app makes it easy to find reliable and experienced plumbers, electricians, landscapers, painter/decorators and other specialists – in minutes. Each trade must go through a rigorous 5-step vetting process before they can work for us.  There’s also a 12-month John Lewis guarantee on all workmanship.

Why don’t you do emergency services?

Currently our focus is on non-emergency jobs, so we can find and recruit the best trades in planned maintenance and home improvement. This might be something that changes in the future as we continue to grow.

What should I do if I have a home emergency?

For electrical emergencies, or power outages, call 105 to be put through to your local electricity network operator for free.

For gas emergencies - such as if you smell gas, think you have a gas leak, or are worried carbon monoxide fumes are escaping from an appliance, call the Gas Emergency Services emergency line immediately on 0800 111 999 for free. If it’s safe to do so, turn off your gas supply by turning off your gas mains tap. Your gas mains tap should be behind your gas meter. It’s important you get out of the house as soon as possible if you suspect a gas leak.

If you have a water leak or outage call your water provider.

Can I reschedule my booking?

If you need to change the time of your scheduled booking, please try to give us as much notice as possible. Call our Customer Service team on 020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm, or email support.homesolutions@johnlewis.co.uk. Last minute cancellations or rescheduling might incur a charge, but we’ll always let you know when you get in touch if that is the case.

Can I cancel my booking?

To cancel your booking on our app or website go to ‘view details and edit’ in your booking and select ‘cancel my job’. Alternatively, you can call our Customer Service team on 020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm, or email support.homesolutions@johnlewis.co.uk. If you cancel within 24 hours of your booking, there might be a charge. Our T&Cs give you further details.

Can I change who’s doing my job?

All of our trades are highly vetted tradespeople who are local to you. Your quote for the work won’t change between different trades. However, if there is a reason you want to change the tradesperson completing your job, please contact our Customer Service team on 020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm, or email support.homesolutions@johnlewis.co.uk.

When will you be in my area?

We’ve taken an active decision to gradually roll out across the UK. A lot of work goes into recruiting our trades, and we have a dedicated team who puts them through a rigorous five-stage process, including going out to review some of their previous work. We’re taking our time to make sure we offer customers the very best local tradespeople possible. Hopefully our services will be available in your area soon. Enter your postcode into the website to find out if we’re in your area, and if we’re not, you can sign up to be told when we will be.

Our charges to you

These are the most frequently asked questions about our charges to you. You can also find out more on our pricing page.

Why are you more expensive than other quotes I’ve found?

Our trades don’t pay a subscription to use us. The price you pay is the cost of the trade providing the service, and a small proportion towards us running Home Solutions so we can continue to work hard to recruit only the best trades. Costs of labour and materials vary by the type of trade and what work they are carrying out in your home, as well as where you live.

Why doesn’t your estimated price include the cost of materials?

All homes and jobs are different. For example, there are hundreds of types of boilers in the UK, which all take different parts. 


Therefore we can’t predict exactly what materials and parts you will need and what your tradesperson will recommend. We ask the trade to explain this with you, as well as provide different options when they come to your property, before you commit to the job and you won’t be charged until the job is completed. We also provide free quotes for appropriate jobs.

Why has my estimated price changed?

Our estimated prices are based on a fixed-price hourly labour rate from research we’ve done on how long each job takes in a typical customer’s home. We work hard to make sure that your estimate is as accurate as possible. If we do need to amend your price to add materials, additional labour or parking charges, then this will be discussed with you and the additional work will only take place with your approval.

Our tradespeople

These are the most frequently asked questions about our tradesmen. We’re very proud of the relationship we have with all our tradesmen, and you can find out more about how we work together on why you should choose us.

How much do you pay your tradesmen?

We only work with highly-vetted, quality tradespeople. Our pricing for both our trades and customers is based on the average trade rates in your area. We’ve set these rates in partnership with the trades who work with us, and we’re committed to striking the right balance between rates for both our customers and tradespeople.

What’s your impact on local trades?

We only work with independent local trade professionals, and unlike our competitors we don’t charge our trades any type of membership fee. We’re committed to fair rates of pay and helping our trade professionals grow their own businesses. Guided by our core John Lewis Partner principles, we’ve formed a Trades Council of representative independent tradespeople who help us to make key decisions, such as pricing. We also assist our trades with free training, and help them buy parts more efficiently.

Why do you work with local trades and not John Lewis partners?

We’ve chosen to use high-quality local trades, and a few regional ones, to provide a local service to our customers and help grow local businesses. Through our Trades Council, our independent trades have an active voice in how we run Home Solutions. We currently don’t have any plans to make our trades Partners in the future.

Our vetting process

These are the most frequently asked questions on our vetting process. You can find out more about how we choose our tradespeople on why you should choose us.

How do you ensure the quality of your tradespeople?

All of our tradespeople undergo a five-stage recruitment process that includes face-to-face interviews, viewings of at least three examples of previous work by our specialists, and rigorous background checks. Checking previous works is unique to us in the market. Our commitment to the quality of our tradespeople is also backed up by our 12-month guarantee on all their workmanship.

Specifically, how do you check previous works?

Checking previous works is an integral part of our vetting process, and we take it very seriously. For every trade we recruit we commit to viewing up to three of their works to ensure the quality of work is what we expect. We’ll usually see two completed jobs as well as one in progress. This allows us to check how the trade works in customer homes to make sure they’re a tidy and considerate worker.

Our guarantee

These are the most frequently asked questions about our guarantee. You can also find out more on our guarantee page

What should I do if I think there’s something wrong with the work the trade has done?

For the first 12 months from the date your job is completed, any work carried out by our trade is covered by our guarantee. 


If you feel the work our trade has done isn’t to the standards you’d expect, please contact our Customer Service team as soon as possible on  020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm, or email support.homesolutions@johnlewis.co.uk. 


One of our team will need to come to  your property to determine the extent or cause of any issues reported. Where issues are found that are the cause of the trade we will, at our discretion,  either carry out works to remedy the issue or if this isn’t possible, we will refund you the amount you paid for the job (or a fair amount proportionate to the extent of the issue).  Any refunds, where agreed, will be made within 14 days of a decision being made.

What if there is something wrong with something you’ve fitted or used?

We don’t provide any guarantee for any materials or parts. Where they are available, our trade will provide you with any manufacturer or retailer warranty for parts used. If there is any issue with the part, you’ll need to contact the warranty provider

Who are Opun?

Opun works end-to-end on large home renovation projects. These include loft conversions, extensions, and kitchen and bathroom renovations. They have an in-house team of home improvement experts, designers, surveyors, and a network of vetted trusted trade partners. 


The team are available for all home renovation projects in London and the Home Counties (Berkshire, Buckinghamshire, Essex, Hertfordshire, Kent, Surrey, and Sussex.)

How does Home Solutions work with Opun?

In 2018 Opun joined John Lewis, and are now working closely with the Home Solutions team. By choosing to use us for your home improvements, you can now benefit from Opun’s end-to-end home improvement service, which includes inspiration, design, project management and execution.


If you have a large-scale project you would like Opun’s help with, you can book a free consultation, or if would like to speak to someone directly on the phone about your project, you can also phone Opun on 0800 048 8743.

My promo code isn't working

We’re sorry to hear your promo code isn’t working. Please get in touch with our Customer Service team on 020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm, or email support.homesolutions@johnlewis.co.uk who will be able to help.

How do I feedback on my job?


We always appreciate feedback on our trades and website. If you want to give us any feedback, please contact us.

I have a complaint

We’re sorry to hear that your service hasn’t gone to plan, and want to put that right as soon as possible. Please get in touch with our Customer Service team on 020 3739 9198 Monday-Friday 8am-6pm, Saturday 8am-1pm,or email support.homesolutions@johnlewis.co.uk.

I'm a tradesperson. Can I apply to work with you?

Tradespeople can apply to work with us by visiting our dedicated trades website. We’ll be in touch to review your qualifications and fit for us.

Does Home Solutions offer apprenticeships?

We don’t currently offer apprenticeships, but we’re investigating how we might launch a scheme in the future. We’ll post more information on the Home Solutions website as soon as it’s available.