Help and FAQs

A roof maintenance membership. Every member gets an annual gutter clean, an annual roof condition report and certificate, one scheduled maintenance visit and one emergency call-out a year with no call-out fee, a £150 repair allowance a year on your emergency call-out, and a roofing team from our trade partner, RooFix Solutions Ltd, booked for members. It’s planned maintenance, not a promise that your roof will never leak, and it doesn’t pay for damage to your home or belongings.

One membership, the same for every home. Same membership for every home; price reflects the size of your roof.

Homeowners: £24.99 (attached), £34.99 (semi-detached) and £44.99 (detached) a month, each up to two storeys, and £54.99 a month for a three-storey home. Landlords: £29.99, £39.99, £49.99 and £59.99 a month. Bespoke (more than three storeys, or a commercial building) is priced after a survey. See plans.

No. Your first monthly payment covers setting up your membership.

No. Using your call-outs or repair allowance doesn’t change your price. Any general price change comes with 30 days’ notice, and you can leave free.

No. Ridgewatch is a roof maintenance membership: planned upkeep carried out by a roofing team.

Attached: joined to neighbours, up to two storeys. Semi-detached: joined to one neighbour on one side, up to two storeys. Detached: stands on its own, up to two storeys. Three-storey home: any attached, semi-detached or detached house with three storeys. Bespoke: more than three storeys, such as large mansion-style homes, warehouses and commercial buildings. Terraced and end-of-terrace homes count as Attached. Flats and maisonettes are Bespoke for now.

You tell us your type of home and how many storeys it has when you join, and our roofer checks this at your first visit. If it’s different, we’ll tell you the correct monthly price before anything changes. You can then move to the correct price from your next payment, or end your membership without an early-cancellation charge.

Most are, but not all. The three-storey price is only for homes where all the included work can be reached safely from our ladders, and your first visit confirms this. If it can’t, we offer you a bespoke package, quoted to include the access equipment needed, and take no further payments while you decide. If you turn the bespoke quote down, your membership ends with nothing more to pay, and we keep your first payment for the inspection. A home is usually unsuitable if some of the roof, gutters or chimney can only be reached with a specialist ladder, scaffolding or other access equipment, which is common on some older, taller houses. Not sure? Tell us when you join and our roofer will check at your first visit. Terms, section 15.

Your roof needs to meet our minimum standard before membership benefits start. Every roof condition report includes a scoring sheet, and your roof must reach our minimum score on it. We assess this at your first visit, and we explain your score, and anything that’s needed, in writing. You can ask us for a copy of the scoring sheet at any time, including before you join.

1. You join online and make your first monthly payment.
2. A roofer from our trade partner, RooFix Solutions Ltd, inspects your roof at your first visit, booked after your 14-day cooling-off period.
3. If your roof doesn’t meet the standard, we put your membership on hold. We don’t take any more payments while it’s on hold, and we send you a written quote for the work needed to bring it up to standard. You can use us for the work, or your own roofer.
4. When the work is done, an engineer from our trade partner, RooFix Solutions Ltd, re-inspects your roof. If it meets the standard, your membership resumes and payments restart.
5. Your 24-month term starts on the date your membership resumes, not the date you first joined.

While your membership is on hold, membership benefits don’t apply. That includes urgent repairs, the repair allowance and the gutter clean.

If you don’t go ahead. If you turn down the quote, or don’t reply within 60 days of receiving it, your membership ends. We keep your first monthly payment to pay for the inspection, and there’s nothing more to pay. The early-cancellation charge doesn’t apply.

Using your own roofer. You’re welcome to use your own roofer to bring your roof up to our minimum standard. Before your membership resumes, an engineer from our trade partner, RooFix Solutions Ltd, re-inspects the work. The re-inspection is free.

If the re-inspection finds your roof still isn’t up to standard, your membership doesn’t resume. It stays on hold, with no payments taken and no membership benefits, and we tell you the reasons in writing. It resumes only once your roof passes a re-inspection, and your 24-month term runs from that date.

If your roof isn’t brought up to standard within 60 days of our written reasons, your membership ends. We keep your first monthly payment to pay for the inspection, and there’s nothing more to pay. The early-cancellation charge doesn’t apply.

Choose bespoke in our quote steps and email us your details, or write to hello@ridgewatch.embraceyourchaos.co.uk. Bespoke is for anything over three storeys, such as large mansion-style homes, warehouses and commercial buildings. There’s no set price: it’s priced after a survey, and we confirm your monthly price before you join.

Water coming in and you need someone there. Our target is to be with you within 48 hours on homeowner memberships and 24 hours on landlord memberships. These are targets, not guarantees, and urgent repairs start 30 days after you join.

To report an urgent repair, sign in to the Ridgewatch Members community using the link in your welcome email (sent with your receipt), open the pinned Book a visit or urgent repair post and choose the Urgent repair diary. It’s open every day, 8am to 6pm. If anyone is in danger, call 999. You can add the community to your phone’s home screen, so it works like an app. Use the Ridgewatch Members community link in your welcome email (sent with your receipt). Not a member yet? Get my price. Our response times are targets, not guarantees.

Only members can open this diary, so every booking in it comes from a verified member. It’s kept separate from our ordinary customer bookings, which is how we give members priority.

The members-only Urgent repair diary in the Ridgewatch Members community is open every day, 8am to 6pm, including weekends. If anyone is in danger, call 999. Our response times are targets, not guarantees.

Within one week.

Yes, on your included visits: one scheduled visit and one urgent visit each membership year. Extra visits aren’t included, but we can quote for them.

In the Book a visit diary in the Ridgewatch Members community: one-hour slots, Monday to Friday, 8am to 6pm, with at least 48 hours’ notice. Book a visit.

Each membership year includes one scheduled maintenance visit and one emergency call-out, with no call-out fee for either. Your emergency call-out comes with a repair allowance of up to £150 a year for minor repairs, such as a broken tile or a loose gutter clip. If the repair costs £150 or less, it’s done free as part of your membership. If it costs more, we take £150 off the bill and tell you the price for the rest before any work starts. The allowance is per membership year and doesn’t roll over. Visits you don’t use don’t roll over, and you can’t use next year’s visits early. Extra visits aren’t included, but we can quote for them. The allowance is for labour and materials, up to £150 in each membership year, and it applies to the repair on your emergency call-out. Any of it left over doesn’t carry over to another visit or another year. Your membership year starts on the day you join and resets on each anniversary. Work above the allowance is quoted separately and only goes ahead if you agree.

There’s a 30-day wait from the day you join before urgent repairs apply. Routine visits aren’t affected. If your membership is on hold because your roof doesn’t meet our minimum standard, urgent repairs don’t apply until it resumes.

No. All included work is ladder work from the ground. Scaffolding, access towers, cherry pickers and other access equipment aren’t included, unless your bespoke package says they are. If a job needs them, we’ll tell you and quote for it separately before anything goes ahead. Your £150 repair allowance can still come off the repair labour and materials in that quote, but never off the cost of the access equipment. Access equipment can be included in a bespoke package if we agree it in writing before you join.

• Problems that existed before you joined and are found at your first visit. We’ll tell you about them and can quote to fix them
• Storm or structural damage beyond routine maintenance, such as a collapsed chimney, a lost section of roof or damaged roof timbers. We can quote for this separately
• Anything involving asbestos
• Scaffolding, access towers, cherry pickers and any other access equipment, unless your bespoke package says they’re included. All included work is ladder work from the ground. If a job needs access equipment, we quote for it separately first, and the £150 repair allowance can’t be used towards it
• Full roof replacements or large-scale renewals
• The part of any repair above the £150 allowance, and any visits beyond your one scheduled and one urgent visit a year. We quote first, and nothing goes ahead without your agreement
• Damage inside the home, including decoration and contents
• Work by other trades (Ridgewatch is roof work only)
• Flat roof work beyond routine checks and small repairs within the £150 allowance. Anything larger is quoted first
• Urgent repairs in the first 30 days of a new membership
• Any benefits while your membership is on hold because your roof doesn’t meet our minimum standard

See What’s included.

See the safe steps on the Urgent repair page. If anyone is in danger, call 999.

Your membership runs for 24 months, then renews for another 24 months unless you stop it. We’ll email you two reminders before it renews: the first at least 60 days before and the second at least 30 days before. Each one gives the renewal date, the price for the new term and how to cancel. You can stop it renewing at any time before the renewal date by emailing hello@ridgewatch.embraceyourchaos.co.uk. Your membership then ends on the renewal date with nothing more to pay. If it renews and you change your mind, you can cancel within 14 days of the renewal date, or of receiving your reminder if that’s later. We’ll refund what you’ve paid for the new term, less a proportionate amount for any service you’ve had since it renewed (worked out against everything the new 24-month term includes), and the early-cancellation charge doesn’t apply. After that, the new 24-month term works the same way as your first. We’ll also email you a short membership reminder at least every 6 months, with your monthly payment and how to cancel.

Yes. We email you twice before each renewal, at least 60 days and at least 30 days before, with the date, the price and how to cancel. You can stop it renewing by email before then, with nothing to pay.

Yes, within 14 days of the renewal date (or of receiving your reminder, if that’s later). We refund what you’ve paid for the new term, less a proportionate amount for any service since it renewed.

Yes. You have 14 days from joining to cancel, and if we haven’t visited yet you get everything back. If you asked for an earlier visit, you pay a proportionate amount for that (see When is my first visit?). See the Terms.

We book your first visit for after your 14-day cooling-off period. If you’d like it sooner, just ask. If we carry out a visit at your request and you then cancel within the 14 days, you pay an amount in proportion to the service we’ve provided up to the time you tell us, compared with everything your full 24-month membership includes. The early-cancellation charge doesn’t apply.

If you end your membership before the 24 months are up, you pay the difference between the monthly payments you’ve made and our standard non-member prices for the gutter cleans, roof condition reports and repairs from your repair allowance you’ve already had (not work you paid for separately): gutter clean £10 per metre, roof condition report £350, repair £150 each. If your payments already add up to more, there’s nothing extra to pay. The charge is never more than the monthly payments left in your current term, so ending early never costs more than staying to the end. See a worked example.

Your membership can transfer to the new owner, or you can end it. If you end it before 24 months, the early-cancellation charge applies.

Each property is its own membership. With five or more, we add up the combined monthly total and take 20% off. Worked example.

Landlords give us the tenant’s name and phone number, and we arrange the visit time with the tenant. Visits are external-only unless agreed beforehand.

Yes. Forward it yourself, or ask us to email it to a named tenant or agent.

No service can promise that. Ridgewatch keeps your roof and gutters maintained and gives you a dated yearly record that helps you evidence good repair.

Email us at hello@ridgewatch.embraceyourchaos.co.uk.

Email us at hello@ridgewatch.embraceyourchaos.co.uk and we’ll send you a secure Stripe link to update your card.

Email us at hello@ridgewatch.embraceyourchaos.co.uk, or message us on WhatsApp on 07412 757620. We’ll look into it fairly and reply in writing. See the complaints section of the Terms for more.