Service Agreement
July 2026

1. About This Agreement
1.1 Parties
This Service Agreement (the "Agreement") is between:
Houseflow Billing Limited, a company registered in England and Wales (company number 11979814) with its registered office at 105 Grove Lane, Hale, Altrincham, WA15 8JQ ("Houseflow", "we", "our", or "us"); and
You, the person or business identified in the Quote (the "Customer", "you", or "your").
1.2 When this Agreement starts
This Agreement comes into effect on the date you accept a Quote from us, whether by signing a contract, clicking to accept online, or confirming acceptance by email (the "Effective Date").
1.3 What this Agreement covers
This Agreement governs the utility billing and management services we provide to you. Your use of the Houseflow platform (our website and dashboard) is governed separately by our Terms of Use.
1.4 Customer type
Some provisions of this Agreement apply differently depending on whether you are:
(a) a Business Customer — a managing agent, letting agent, or landlord with a portfolio of properties engaging Houseflow on a commercial basis; or
(b) an Individual Customer — a tenant, single-property landlord, or other individual engaging Houseflow primarily for personal purposes.
Where a clause applies to one type only, this is stated. Where no distinction is made, the clause applies to both. If you are an Individual Customer, nothing in this Agreement affects your statutory rights under the Consumer Rights Act 2015.
1.5 Definitions
Address means each property for which we provide the Service, as identified in the Quote.
Managed Utilities means utilities where we act as your agent, managing the supplier relationship on your behalf. The underlying supply contract is between you (or the property occupier) and the supplier.
Procured Services means services where we contract with the supplier on your behalf or in our own name, and provide them to you as part of the Service.
Pricing Schedule means the document setting out your charges and indicative allocations, as referenced in your Quote and forming part of this Agreement.
Quote means the written quotation provided by us, detailing the properties, services, and estimated charges for your Service.
Service means the utility billing and management service described in clause 2.
Supplier means any third-party utility company, broadband provider, or other service provider supplying utilities or services to an Address.
Void Period means any period during which an Address is unoccupied between tenancies. (Business Customers only.)

2. The Service
2.1 What we do
Houseflow provides a billing management service for residential properties. We consolidate multiple utility services into a single monthly charge, handling supplier liaison, payment collection, and account administration on your behalf.
The services included for each Address are set out in your Quote and may include gas, electricity, water, council tax, broadband, and TV licence.
2.2 Our role
Houseflow is a billing and management intermediary. Our role varies depending on the type of utility:
(a) For energy (gas and electricity) and water, we manage the supplier relationship on your behalf. The supply contract may be held in your name (or the property occupier's name) or in our name, depending on the arrangement confirmed in your Quote. In either case, we manage the account, submit meter readings, receive bills, and make payments to the Supplier on your behalf from the funds you pay to us. Where supply is in our name, we manage and provide access to utilities as part of the Service.
(b) For broadband and TV packages, we may procure the service by entering into a contract with the Supplier either in your name or in our own name. Where we contract in our own name, we provide the service to you as a Procured Service. The specific arrangement for each Address will be confirmed in your Quote.
(c) For council tax and TV licence, we collect and remit payments on your behalf. We do not act as an intermediary with the relevant authority — liability for these obligations remains directly with the person liable by law.
2.3 What we do not do
Houseflow is not an energy supplier and does not generate or distribute energy. Where we arrange supply in our own name, we provide access to utilities as part of a managed billing service and do not operate as a licensed supplier.
We do not guarantee the continuity, quality, or performance of any utility or service provided by a Supplier. If you have a complaint about the supply itself (rather than our billing or management of it), we will assist you in raising it with the relevant Supplier, but the Supplier is ultimately responsible for resolving it.
2.4 Authority to act
By entering into this Agreement, you grant us authority to:
(a) contact Suppliers, share your details, and manage your utility accounts on your behalf;
(b) submit meter readings and correspond with Suppliers in your name;
(c) negotiate and, where agreed in your Quote, enter into new supplier contracts on your behalf or in our name for Procured Services;
(d) set up and manage direct debit payments from you via our appointed payment provider.
This authority continues for the duration of this Agreement and for a reasonable period after termination to allow for account closure and final reconciliation.
2.5 Service standard
We will provide the Service with reasonable skill and care. For Individual Customers, this reflects the standard implied by section 49 of the Consumer Rights Act 2015.

3. Your Quote and Pricing
3.1 Package pricing and annual usage profile
The monthly package is a fixed-price managed utilities package based on expected annual usage for the relevant Address, together with supplier arrangements, market conditions and operational factors.
Indicative usage allocations are provided for guidance only. Indicative usage rolls over across the relevant annual cycle and is assessed over that period, not as a strict monthly allowance or monthly reset.
Actual charges may vary only as set out in this Agreement, including where a Usage Adjustment applies, where taxes or levies change, where Supplier arrangements materially change, or where updated pricing is applied following a review.
3.2 Pricing Schedule
The charges, allocations, usage allowances, and any other costs applicable to your Service are set out in the Pricing Schedule provided with your Quote. The Pricing Schedule forms part of this Agreement.
3.3 What is included
Your monthly charge includes:
(a) the estimated cost of the utilities and services listed in your Quote;
(b) any costs associated with the provision and administration of the Service (which may be incorporated within the rates charged for individual services); and
(c) any applicable VAT or other taxes.
The breakdown of these components is set out in the Pricing Schedule.
3.4 Transparency
We will provide you with a clear, itemised invoice each month showing the amount charged per utility and any adjustments. The rates charged reflect the cost of procuring and administering the utilities and services provided to your Address, as set out in your Pricing Schedule.
Note for Business Customers: Where we purchase utilities under bulk or portfolio arrangements, the rates we secure may differ from those available to an individual property on a standalone basis. The rates applied to each Address reflect the overall cost of delivering the Service across the portfolio and are set out in the Pricing Schedule.
3.5 Supplier invoices
Supplier invoices may not be available to the Customer, including where accounts are held in Houseflow's name, form part of portfolio arrangements, or are subject to Supplier confidentiality or operational limitations.

4. Payments
4.1 How you pay
All payments are collected by direct debit via our appointed payment provider (currently GoCardless). By entering into this Agreement, you agree to set up and maintain an active direct debit instruction with our payment provider.
4.2 When you pay
Payments are collected monthly on or around the date specified in your Quote or invoice. You must ensure sufficient funds are available on each collection date.
4.3 Late, failed or returned payments
If any payment is not received by the due date, is returned unpaid, fails by direct debit, or is otherwise delayed or rejected, Houseflow may charge an administration fee of £10 per property.
A further administration fee of £10 per property may apply for each further late, failed, returned or rejected payment event during any 12-month period.
Houseflow may attempt to recollect failed direct debit payments or require payment by another method. You remain responsible for ensuring that payment is received in cleared funds by the due date.
4.4 Cancellation or failure to maintain payment method
You must maintain an active payment method approved by Houseflow. Cancelling a direct debit or failing to maintain an approved payment method does not terminate this Agreement and does not affect your liability to pay all amounts due.
4.5 Supplier late payment charges
Where a Supplier or other third party imposes a late payment charge, interest, reconnection fee, disconnection fee, administrative fee, early termination charge or other cost as a result of your failure to pay us on time, maintain an approved payment method, provide accurate information, or cooperate with the Service, we may charge that amount to your account.
4.6 Debt recovery
If amounts remain outstanding after reasonable attempts to collect payment, we may:
(a) suspend the Service in accordance with clause 9.3;
(b) refer the outstanding balance to a third-party debt recovery agent;
(c) report the debt to a credit reference agency where permitted by law.
We will only give notice before taking any of the actions in (b) or (c) where required by law.

5. Your Obligations
5.1 Accurate information
You must provide accurate and complete information when accepting a Quote and throughout the term of this Agreement, including:
(a) the names and contact details of all occupiers at each Address;
(b) accurate meter readings when requested (see clause 5.2);
(c) notice of any change in occupancy, tenancy, or Address (see clause 6).
You warrant that the information you provide is accurate. If you provide inaccurate information and this leads to a billing discrepancy, you are responsible for any resulting underpayment or overpayment, subject to reconciliation under clause 7.
5.2 Meter readings
We may ask you (or the occupier of the Address) to submit meter readings from time to time, including by photograph.
If a meter reading is not provided when requested, we may estimate usage based on available data (such as historical consumption, property size, or Supplier estimates). Failure to provide readings may result in estimates, adjustments, or additional charges. Persistent failure over three or more consecutive months may result in less accurate billing and may be treated as a breach of this Agreement.
For Business Customers: If you are responsible for managing meter readings across a portfolio, we can provide guidance on efficient submission methods. Failure to submit readings across multiple properties may affect our ability to provide accurate billing and reconciliation for your account.
5.3 Cooperation with Suppliers
Where a Supplier requires documentation, signatures, or other cooperation to set up, transfer, or close an account at an Address, you agree to provide reasonable assistance promptly. If your failure to cooperate causes a delay or additional charge, you are responsible for any resulting cost.
5.4 No tampering
You must not tamper with, interfere with, or allow anyone to tamper with any meter, supply equipment, or connection at an Address. If tampering is discovered, you are liable for any costs or penalties imposed by the Supplier and we may terminate this Agreement immediately under clause 9.2.
5.5 Data accuracy warranty
You warrant that all information provided to us — including personal data relating to occupiers — is accurate, that you have the right to share it with us, and that you have informed the relevant individuals that their data will be shared with us and processed in accordance with our Privacy Policy.

6. Changes During the Service
6.1 Change of occupier
If the occupier of an Address changes (for example, a tenant moves out and a new tenant moves in), you must notify us in writing within 14 days, providing:
(a) the date of the change;
(b) a final meter reading for the outgoing occupier (where possible);
(c) the name and contact details of the new occupier.
We will reconcile the outgoing occupier's account and set up billing for the incoming occupier. A gap between occupiers is treated as a Void Period (see clause 6.4).
6.2 Change of tenancy, responsibility or account transfer
Where there is a change of occupier, tenancy, landlord, managing agent, legal responsibility or account holder for an Address, you remain liable for all monthly package charges, Supplier charges, Usage Adjustments and other amounts relating to the Address until the relevant change of tenancy, change of responsibility, account transfer or account closure has been processed and confirmed by us and/or the relevant Supplier.
We may continue charging the monthly package price until the transfer or closure is confirmed, including where delays are caused by you, an occupier, an incoming party, a Supplier, incomplete information, missing meter readings, or any other operational issue outside our reasonable control.
You must provide all information, meter readings, documents and cooperation reasonably required to complete the transfer or closure. Failure to do so may result in continued charges, Supplier charges, Usage Adjustments or other costs being added to your account.
6.3 Change of Address (Individual Customers)
If you move to a new address and wish to continue the Service, give us at least 30 days' notice with:
(a) the date of the move;
(b) final meter readings at the old Address;
(c) the new address details.
We will provide a final reconciliation for the old Address and, subject to availability, issue a new Quote for the new Address. If we cannot service the new Address, this Agreement will terminate in respect of the old Address in accordance with clause 9.
6.4 Void Periods (Business Customers)
During a Void Period:
(a) charges may be adjusted to reflect reduced usage and service requirements if given 14 days notice;
(b) you remain responsible for standing charges, council tax (where applicable), and any fixed-term Procured Services that cannot be paused.
The Void Period ends when you notify us that a new occupier has taken up residence and provide the details required under clause 6.1.
6.5 Changes to Suppliers
We may change a Supplier from time to time where we reasonably believe it is in your interest or necessary for operational reasons (for example, if a Supplier ceases trading or materially increases its prices). Houseflow reserves the right to change suppliers where operationally or commercially appropriate.
You agree not to independently switch a Supplier for any Managed Utility at an Address while this Agreement is in effect, as doing so would disrupt our ability to manage your account. If you wish to use a specific Supplier, please discuss this with us and we will accommodate your preference where commercially practicable. This restriction does not apply after this Agreement has been terminated.
For Individual Customers: This restriction does not override any statutory right you may have to switch energy supplier. If you exercise a statutory switching right, this may constitute notice of termination under clause 9.1.

7. Annual Review and Adjustments
7.1 Annual review
We will review each Address annually (approximately 12 months from the Effective Date or the last review). During the review, we will:
(a) assess usage patterns and consumption levels at each Address;
(b) review the suitability of current charges and allocations;
(c) propose updated charges and allocations for the next 12-month period;
(d) review Supplier arrangements and recommend any changes.
7.2 Adjustments
Where appropriate, we may adjust future charges to reflect usage patterns and operational factors.
Where usage significantly exceeds expected levels over time, additional charges may apply. Any such charges will reflect prevailing supply conditions and usage levels at the time.
7.3 Deadline for adjustments
Any request to adjust or dispute the outcome of a review must be made within 60 days of the review being communicated to you. After this period, the review is treated as accepted.
7.4 Package repricing offset
Where we update package pricing during an annual billing cycle — for example due to Supplier charges, usage patterns, fair usage concerns, a Supplier reassessment, or operational factors — the updated package price applies from the effective date we confirm to you.
Package charges already invoiced or paid for earlier periods in the same annual billing cycle are treated as earned package charges for those periods. They will not be retrospectively recalculated, refunded or offset unless we expressly agree otherwise in writing.
Where a Supplier changes its payment amount, estimate, direct debit, annualised charge or billing profile during an annual billing cycle, we may use the updated Supplier charge as the basis for future package pricing, future supplier-aligned charging, or a Usage Adjustment. For example, where a Supplier's updated payment schedule reflects a material increase in projected charges, we may realign the package price so that future charges track the Supplier's revised profile, while previous package charges remain unchanged.
Any previous package margin, Supplier discount, timing benefit, payment difference or operational benefit arising before the repricing date may be retained by us as part of the package pricing model, provided the relevant charges relate to the same annual billing cycle.
If we agree to replace or suspend the previous fixed package price and charge future amounts by reference to Supplier charges, this does not create a right to reopen, reverse or refund package charges already paid before the repricing date.
7.5 Continuation of package charges where debit is unresolved
Where an Address is in debit, forecast to be in debit, subject to an unresolved Usage Adjustment, or where Supplier charges indicate that the current package has not covered expected costs, we may continue charging the existing monthly package price, the updated package price, a further invoice to recover the outstanding debit, or any combination of these beyond the end of the annual cycle until the relevant debit, Supplier balance, Usage Adjustment or revised package position has been resolved.
The end of an annual cycle does not automatically reset, waive or extinguish any debit, Usage Adjustment, Supplier balance, under-recovery or amount owed to us.
7.6 Backdating
We do not backdate adjustments beyond the most recent 12-month review period, except where the discrepancy results from our error.

8. Usage Adjustment Statements
8.1 Usage Adjustment Statement
A Usage Adjustment Statement (UAS) is a separate statement issued by Houseflow showing recorded usage against the expected annual usage profile for an Address.
8.2 When we may issue a UAS
Houseflow may issue a UAS where recorded usage materially exceeds or falls below the expected annual usage profile for an Address.
8.3 Separate from monthly package invoices
Usage adjustments are calculated separately from the fixed monthly utilities package. Monthly package invoices are issued separately and remain the contractual billing record.
8.4 Usage Variance
A UAS may show the Usage Variance between indicative usage and recorded usage over the relevant period. Usage is assessed over time against the expected annual usage profile, and not as a strict month-by-month cap.
8.5 Usage Adjustment
Where usage materially exceeds or falls below the expected annual usage profile, Houseflow may apply a separate Usage Adjustment based on supplier cost evidence.
8.6 Adjustment Reference Rate
Where a UAS includes an Adjustment Reference Rate, that rate is used to calculate the Usage Adjustment.
8.7 Under-usage
Where recorded usage falls below the expected annual usage profile, Houseflow may take this into account when setting future package pricing. Under-usage does not create an automatic right to a cash refund, and any under-usage benefit may be applied as a future pricing adjustment or account credit only, unless expressly agreed in writing before the start of the relevant annual cycle. This may include reducing the monthly package amount for the next annual cycle using an updated expected annual usage profile.

9. Termination
9.1 Minimum commitment
Unless otherwise stated in the Quote, each Address is subject to an initial 12-month service commitment from the Effective Date or the date the Service begins at that Address.
The Customer may not terminate the Service for an Address during the initial 12-month commitment except where there is an unexpected material change in responsibility, tenancy, occupancy or legal control of the Address, or where Houseflow agrees otherwise in writing.
9.2 Termination by Houseflow
Houseflow may suspend or terminate the Service immediately by written notice if the Customer fails to pay any amount due, materially breaches this Agreement, materially exceeds fair usage or expected usage requirements, fails to cooperate with Supplier arrangements, becomes insolvent, tampers with supply equipment, or where continued provision of the Service is no longer commercially, operationally or legally practicable.
Houseflow may also terminate the Service for any Address by giving not less than 30 days' written notice.
9.3 Suspension
We may suspend the Service immediately or on notice. During suspension, we may pause payments to Suppliers (which may affect supply) and you remain liable for charges accrued up to the date of suspension. We will lift the suspension promptly once outstanding amounts are paid.
9.4 Consequences of termination
On termination, the Customer remains liable for all charges accrued up to the effective date of termination, including monthly package charges, Usage Adjustments, Supplier charges, early termination charges, and any other costs incurred by Houseflow in connection with services ordered or managed for the Address.
Where broadband or another fixed-term service remains in contract, the Customer remains liable for any continuing charges or early termination charges unless the service is transferred to an incoming occupier, incoming customer, new Address, or other party accepted by Houseflow and/or the relevant Supplier.
Lower-than-expected usage, unused indicative usage, or a negative Usage Adjustment Amount does not create an automatic right to a cash refund, unless expressly agreed in writing before the start of the relevant annual cycle. Houseflow may apply any under-usage benefit as a future pricing adjustment, account credit, or reduction to a future package amount at its discretion.
If the Service is terminated before completion of the relevant annual cycle, any potential under-usage benefit, pricing reduction or credit that may otherwise have been considered at annual review is forfeited unless Houseflow agrees otherwise in writing.
9.5 Survival
Clauses 4.6 (Debt recovery), 7 (Annual review and adjustments), 9.4 (Consequences of termination), 10 (Liability), 13 (Governing law), and this clause 9.5 survive termination.

10. Limitation of Liability
10.1 Our liability to you
Subject to clauses 10.3 and 10.4, our total aggregate liability to you under or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total charges paid by you to Houseflow in the six months preceding the date on which the claim arose.
10.2 Exclusions
To the maximum extent permitted by law, we are not liable for:
(a) any act, omission, default, or failure of a Supplier, including interruption of supply, billing errors originating with the Supplier, or quality of service;
(b) any indirect, consequential, special, or incidental loss or damage, including loss of profit, revenue, business, or goodwill;
(c) any loss arising from information you provided that was inaccurate or incomplete;
(d) any loss arising from your failure to cooperate with a Supplier transfer, meter reading request, or other reasonable request under this Agreement.
10.3 Nothing excluded
Nothing in this Agreement excludes or limits our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any other liability that cannot be excluded or limited by applicable law.
10.4 Consumer statutory rights
If you are an Individual Customer, the exclusions and limitations in this clause do not affect your statutory rights under the Consumer Rights Act 2015 or any other legislation that cannot be excluded by contract. For further information about your rights, contact your local authority Trading Standards Department or Citizens Advice.
10.5 Your liability to us
You are liable to us for:
(a) all charges due under this Agreement, including any reconciliation balance;
(b) any costs, losses, or liabilities we incur as a direct result of your breach of this Agreement, including Supplier charges arising from your failure to cooperate, inaccurate information you provided, or meter tampering;
(c) any Supplier early termination charges passed through to you under clause 9.4.

11. Data Protection
11.1 How we use your data
We process your personal data in accordance with our Privacy Policy. This includes sharing your data with Suppliers as necessary to provide the Service.
11.2 Data shared with Suppliers
By entering into this Agreement, you consent to us sharing the following information with relevant Suppliers: your name, Address, contact details, meter readings, and such other information as the Supplier reasonably requires to set up or manage the account. We will not share your data with Suppliers for any purpose unrelated to the Service.
11.3 Data on termination
On termination of this Agreement, we will retain your data only for as long as necessary to complete final reconciliation, comply with legal obligations, and resolve any disputes. Our Privacy Policy sets out our retention periods in full.

12. Complaints
12.1 How to complain
If you are dissatisfied with any aspect of the Service, please contact us at complaints@houseflow.co.uk.
12.2 Our complaints process
We will:
(a) acknowledge your complaint within 5 working days;
(b) investigate and provide a substantive response within 15 working days, or inform you if we need more time and explain why;
(c) if you are not satisfied with our response, provide you with information about any applicable alternative dispute resolution (ADR) scheme or ombudsman service.
12.3 Citizens Advice
If you need independent help with an energy problem — for example with your bills, meters, or if you are struggling to pay — you can contact Citizens Advice, the official source of free and independent energy advice and support.
Website: citizensadvice.org.uk/energy Phone: 0808 223 1133 (free)

13. General
13.1 Governing law
This Agreement is governed by and construed in accordance with the laws of England and Wales.
13.2 Jurisdiction
Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are an Individual Customer, this does not affect any mandatory right you may have to bring proceedings in the courts of your country of residence.
13.3 Severability
If any provision of this Agreement is found to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
13.4 Waiver
Our failure to exercise or enforce any right under this Agreement shall not constitute a waiver of that right.
13.5 Assignment
We may assign or transfer our rights and obligations under this Agreement to a third party, provided the assignee agrees to honour this Agreement on substantially the same terms. We will notify you of any such assignment at least 30 days in advance.
You may not assign your rights under this Agreement without our prior written consent, which we will not unreasonably withhold.
13.6 Entire agreement
This Agreement, together with the Quote, the Pricing Schedule, and the Terms of Use, constitutes the entire agreement between us in relation to the Service. It supersedes any previous terms, representations, or agreements relating to the subject matter of this Agreement.
For Individual Customers: Nothing in this clause excludes liability for any misrepresentation made before you entered into this Agreement.
13.7 Third-party rights
A person who is not a party to this Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.
13.8 Force majeure
Neither party shall be liable for any delay or failure to perform its obligations under this Agreement if such delay or failure results from circumstances beyond that party's reasonable control, including natural disasters, pandemics, war, terrorism, government action, energy market disruption, Supplier failure, or failure of telecommunications infrastructure. The affected party must notify the other promptly and use reasonable endeavours to mitigate the effect of the event.
13.9 Notices
Any notice under this Agreement must be in writing and sent by email or first-class post to the address provided by the receiving party. Notices are deemed received on the day of sending (if by email) or two working days after posting (if by post).
13.10 Contact
Houseflow Billing Limited 105 Grove Lane, Hale, Altrincham, WA15 8JQ Email: support@houseflow.co.uk Complaints: complaints@houseflow.co.uk

Last updated: July 2026
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