How can we help?

Sending a request reserves the available time; your Hometowner must accept before the visit is confirmed. They have up to 24 hours to reply, ending no later than two hours before the visit. Unaccepted requests expire and release the time. Check the status in your account.

Choose a service and visit length to see the price per visit before requesting it. Durations use half-hour steps. Garden help, plant watering and company visits have a one-hour minimum; other services start at 30 minutes. A 30-minute visit has a fixed short-visit price, so it is not necessarily half the hourly rate. The price breakdown shows the current amounts.

There is nothing to pay when you request a booking. Pay your Hometowner directly after the visit using the method you agree with them. Hometown does not collect card payments through the booking form. If a payment record looks wrong, ask support to check it.

Yes. Customers can cancel free of charge. Open your booking in your account and choose Cancel. If you cannot use your account, call or email support with your booking reference. Sending a support case alone does not cancel a visit; check the booking status or ask us to confirm the change.

Choose weekly or fortnightly when selecting your time. All four initial visits must be available. Later visits are reserved ahead at the agreed price, subject to availability and Hometowner acceptance. Check each visit in your account. Changing one visit does not move the other dates. You can cancel future visits or stop the repeating arrangement.

Use the rescheduling option on the relevant booking to choose an available new time. The agreed visit length and price stay the same when rescheduling. New and moved visits need at least 24 hours’ notice and travel time between a Hometowner’s visits. Ask support if you need a different service or duration; a support conversation does not change a booking automatically.

Use your private booking messages to agree how your Hometowner will meet you and gain access. Share only the details needed for the visit. Do not put passwords, alarm codes, payment information or sensitive personal information into a public profile or review. Call support if the Hometowner cannot gain access for a visit happening now.

Hometown offers practical help with the tasks described on each service page. It does not provide personal care, nursing, medication administration or emergency care. Specialist electrical, gas and plumbing work, unsafe work at height and other excluded tasks are not part of the general home-help or handyman service. Check the service description and discuss the particular job before requesting it.

Your support case is a separate conversation with Hometown support. It is not automatically shared with the other party to your booking. Authorised Hometowner team members can access cases raised through their Hometowner profile. Staff-only notes are not visible to customers or Hometowners. Account access is required to read a case.

Call 01275 268021, email support@hometown-nailsea.co.uk, or use Get help with this booking in your account and choose Service complaint. Nigel is the initial support and complaints contact. Include what happened and the outcome you are asking for. Support may help with communication and next steps; opening a case does not itself change the service agreement, issue a refund or promise compensation.