Home Cover peace of mind made simple

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1 Home Cover peace of mind made simple Your easy guide Including terms and conditions January 2014 Free Parking

2 Our Home Cover agreements Gold Heating Cover. The Gold Heating Cover package covers the inspection of a gas, oil or LPG central heating system as set out below. The Fords Heating Cover agreement includes your complete central heating system, including radiators and pipe work for complete peace of mind. Nb. If parts are not available and an upgrade is required, this will be chargeable. Hot water cylinders up to 120 litres are covered. Unvented cylinders are not, but can be covered at an additional cost. A safety and maintenance inspection will be made to your boiler and system. The labour and parts are covered if your boiler should break down. If your boiler is less than seven years old and parts cannot be obtained to repair it or the boiler is beyond economical repair, a suitable replacement will be provided. If your boiler is more than seven years, but less than 10 years old and you have had continuous Ford s Heating Cover for 5 years, we will provide a suitable replacement boiler we have approved. We will do this when it is not possible to repair yours because it is not economical to do so or spare parts are not available. There is no age limit on your boiler or central heating system for acceptance into the scheme as long as it satisfies the initial inspection criteria. Priority Engineer response to breakdowns within 24 hours (subject to Terms & Conditions) Annual service to your boiler. Gold Silver Heating Cover. A safety and maintenance inspection will be made to your boiler. The labour and parts are covered if your boiler should break down, together with priority treatment on call out. If your boiler is less than seven years old and parts cannot be obtained to repair it or the boiler is beyond economical repair, a suitable replacement will be provided. If your boiler is more than seven years, but less than 10 years old and you have had continuous Ford s Heating Cover for 5 years, we will provide a suitable replacement boiler we have approved. We will do this when it is not possible to repair yours because it is not economical to do so or spare parts are not available. There is no age limit on your boiler or central heating system for acceptance into the scheme as long as it satisfies the initial inspection criteria. Annual service to your boiler. Priority Engineer response to breakdowns within 24 hours (subject to Terms & Conditions) So how do you sign up and what can you expect from us? A: Choose the type of Home Cover Silver Powerflush. Your Central Heating System, including pipework, radiators, tanks and cylinders. Please refer to Terms & Conditions. B: Choose any other options you would like C: Add up the cost and give us a call we ll then arrange a free inspection for you. Powerflush. Please refer to Terms & Conditions 4173

3 Our Home Cover agreements Home Cover Plumbing Maintenance agreement for your Home Plumbing Repairs to plumbing inside your home including hot and cold pipe work, cylinders, cold water storage tanks, overflow, wc siphons and ball. Unlimited call outs including all parts and labour 24 hour phone helpline Priority attendance by an Engineer in case of breakdown Home Cover Electrics Maintenance agreement for your Economy 7 Heating System or Electric Boiler A service check on your night storage heaters or electric boiler every two years of this agreement Unlimited callouts including all parts and labour 24 hour phone helpline Priority attendance by an engineer in case of breakdown Electrics Please refer to Terms & Conditions. Plumbing Your home wiring installation Work needed to bring your installation up to current safety regulations. Please refer to Terms & Conditions. Home Cover Electrical Installation Home Cover Electrical Installation Underfloor Heating Cover Under Floor Heating Maintenance agreement for your Home Electrical Installation Repairs to your fixed electrical wiring system, consumer units, light switches, fittings, circuit breakers and wall sockets Unlimited call outs including all parts and labour 24 hour phone helpline Priority attendance by an engineer in case of breakdown Repairing or replacing the mains supply Repairing the power supply between your home and outbuildings on your property Work that is required to bring your system up to current safety regulations, such as rewiring. Please refer to Terms & Conditions. Our Underfloor Heating covers the following controls only: Pumps Valves Actuators Room Thermostats Please refer to Terms & Conditions.

4 Terms and conditions The Small Print for your Ford s Home Cover service agreement If you need a larger font size version, please visit our website or call Our commitment to you We aim to provide a safe high-quality service to repair and maintain the equipment included in this agreement. If you have any questions or complaints about your agreement, please contact us on Summary of your agreement What the agreement provides: Labour and parts if your appliance breaks down One maintenance inspection in every continuous two-year period of your agreement for Home Cover Electrics, Home Cover electrical Installation and Home Cover Plumbing. No limit to the number of call-outs to carry out work included in agreement. Customer helpline 24 hours a day, except Christmas & New Year s Day. Priority Service every day except for Christmas & New Year s Day. We will endeavour to attend within 24 hours of your call to our helpline subject to workload and labour availability. Advice about your system from our Engineers. Please note: The contract covers only the original system and boiler inspected when you first became a Home Cover customer. Any changes or modifications to the original system or boiler (including any replacement) not carried out by Fords must be notified in writing to the Fords Heating Department within10 calendar days of such changes, modification or replacement. A further inspection will then be carried out to determine whether your cover remains valid. Fords reserve the right not to provide cover for any changes made that do not meet current market standards and which have not been inspected by us to our satisfaction. Failure to notify us in writing of any changes, modifications or replacement within 10 calendar days of them being carried out will render the contract null and void. Ford s Home Cover Options We base your agreement on the home cover options you choose (listed and described below). The diagram in this leaflet will give you guidance on what you can expect from each service option. You should also read the General exclusions section. Gold Service: gas, oil or LPG boiler, controls to the boiler and system Silver Service: gas, oil or LPG boiler and controls if integral only Home Cover Electrics: Economy 7 heaters/electric boiler Home Cover Electrical Installation: Electrical Cover Home Cover Plumbing: Plumbing Gold Service Home Cover What is included This service is for maintaining and repairing a single wet (using water) gas, oil or LPG central heating system in your home and includes the following: A Safety and Maintenance inspection of your boiler and system (except for parts of the system that aren t readily accessible) Labour and parts if your system breaks down (shown gold in the diagram) Where we agree your boiler is less than seven years old and uneconomical to repair, we will replace it with a suitable boiler we have approved. If your boiler is more than seven years, but less than 10 years old and you have had continuous Ford s Heating Cover for 5 years, we will provide a suitable replacement boiler we have approved. We will do this when it is not possible to repair yours because it is not economical to do so or spare parts are not available. All necessary Powerflush work after your initial PowerFlush (which we charge you for). See Powerflush section. There is no age limit on your boiler and it does not matter who installed it, as long as it is on our approved list and all the essential working parts are available from the original equipment manufacturer and it is approved by us. Internal gas supply We will repair all supply pipework inside your home between your meter and any appliances, as long as you have homecover Gold and there is no specialist flooring, screed or any inaccessible pipework. Silver Service Home Cover As Gold except only your boiler and integral controls are covered for labour & parts (shown in silver in the diagram) What is not included Removing sludge or hard water scale from the boiler or system (see the PowerFlush section under Customer Information). Repairing or replacing appliance flues that aren t part of your boiler, (See diagram on page 7). Please also see General exclusions. Home Cover Electrics What is included This service is for maintaining and repairing economy 7 heating or electric boilers. Service check on your night storage heaters or electric boiler every two years of this agreement. Labour and parts for repairs. Economy 7 radiators if beyond repair will be replaced with an equivalent approved by us. Home Cover Electrical Installation What is included The fixed electrical wiring system inside your home, shown blue on the diagram (having been correctly installed) and consumer units, light switches, light sockets (not fittings), circuit breakers and transformers, electric doorbells (not including door-entry systems). Labour and parts for repairs. Fitting standard replacement parts, for example, we will replace a brass light switch with a standard equivalent such as a white plastic switch. 10% discount off the full cost of any electrical home improvements when you use our Electrical Home Improvement Service. Costs up to 250 (including VAT) to gain access to electrical system to make repairs. Making good damge caused by gaining access means filling or plastering to make level but does not include redecoration. What is not included under your Home Cover Electrical Installation Repairing controls, pumps, detectors, timers and programmers Repairing or replacing the mains supply Repairing the power supply between your home and the outbuildings on your property If your Economy 7 heater is more than 7 years old Damage caused to wiring by rodents Accidental damage to the wiring when puncturing it with a nail, screw, or similar fastening. Please also see General exclusions. Underfloor Heating Cover What is included Pumps Valves Actuators Room Thermostats What is not included Underfloor heating pipework. Please also see General exclusions.

5 Terms and conditions Home Cover Plumbing What is included These are all shown in red on the Home Cover diagram Under this service, inside your home we will provide materials and labour to repair or replace: Hot and cold water pipes from the mains stopcock leading to your taps, including garden taps attached to house. Standard ball valve and toilet siphon Leaking overflow pipes Standard radiator Cold water storage tank Central heating water pipes if there is a water leak Your hot water cylinder up to 120 litres and immersion heater This service includes one Maintenance & Safety Inspection in every continuous two years in which you hold this agreement with us. What is not included under your Home Cover Plumbing: Repairing or replacing taps and washers in taps Repairing or replacing solar panels or associated pipework Repairing or replacing soak aways, septic tanks, cesspits, treatment plants and their outflow pipes Repairing or replacing the mains cold water stopcock, water softeners, shower pumps and mixer, mechanical pumps, water filters, radiators, swimming pools, decorative garden features, rainwater pipes and guttering, macerators such as Saniflo and electrical units for toilets Pipes that burst as result of cold weather or disturbance Repairing or replacing any lead or steel pipes Rainwater recovery systems Grey water recovery systems Please also see General exclusions. General Exclusions Our Ford s Home Cover agreement plans do not include the following: Design or existing faults The cost of repairs needed because of design faults (unless we are responsible), or faults which existed before you entered into the agreement and which could not be identified on the initial inspection using reasonable care and skill. This would apply to pipes buried under concrete floors that have been installed incorrectly or without wrapping or movement protection.electrical cover assumes existing circuits equipotential earthing to main gas and water companies is compliant with BS7671. Third Party or accidental damage The cost of repairs relating to damage caused by you or someone else. Consequential loss Unless we are responsible for it, loss or damage to property caused by the appliance, boiler or system breaking down (for example, damage caused to furniture by water leaks). Any redecoration that may be needed following our work is your responsibility, unless we have been negligent. Normal insured risks The cost of repairing faults or damage caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. The cost of repairing damage caused by changes to or problems with the gas, electricity or water service. You should check your household insurance to make sure you have enough cover for these risks. Under all Home Cover options Replacing appliances, bathroom fixtures, showers and sanitary ware (apart from boilers as described earlier) Improvements including work that is needed to bring your system up to current standards. Examples of improvements include system upgrades, such as adding thermostatic radiator, replacing parts such as flues which do not meet current standards and replacing working radiators with improved models. Inspection hatches. (These are examples only, not a complete list) Replacing or repairing decorative or other parts which do not affect how the system or appliance works Repairing or replacing any lead or steel pipes Resetting controls (for example, thermostats and programmers following wintertime or summertime changes) Repairing faults or clearing physical blockages (blockages such as rubble, sludge and scale, but not air locks) if we have told you permanent repairs or improvements are needed to make sure your appliance or system works properly. We will only tell you this if, in our expert opinion, it is necessary. Removing asbestos associated with repairing the appliances or system. Repairing any damage caused by our work or redecorating, unless we or our agents have been negligent or broken this agreement Cash alternatives for repair or maintenance. About your Agreement Domestic Use Ford s Home Cover agreements are only available for appliances in domestic use in your home. If you own a domestic property which you let out, we will offer you a Landlord cover agreement only please see the landlord cover section below. Maintenance Agreement Home Cover is a maintenance agreement and not an insurance policy. Period of Agreement Your agreement runs until you tell us that you would like to cancel, or if we cancel the agreement (see Cancellation ). You may cancel the agreement at any time. We will write to you to tell you about changes to the terms and conditions or prices. We may also cancel the agreement at any time, as long as we give you reasonable notice of this. If you pay each year in advance (by cash, cheque, credit card or debit card) instead of by monthly direct debit and cancel the agreement during that year, we will give you a refund based on how long is left of any 12 month advance payment. There will be a minimum payment for the year of 70 if we have done work or an inspection. If you have a landlord cover agreement and we have provided you with a Gas Safety Certificate, you will not receive a refund of our charges for providing you with this service. Cancellation We will cancel your agreement if You have given false information You do not make an agreed payment We are not reasonably able to find parts to keep your system or appliance working safely Circumstances arise (including health and safety concerns) which make it inappropriate for the contract to continue If your appliance or system is not on our approved list If we cancel your agreement, we will Give you a refund based on how long is left of any 12 month advance cash, cheque, credit or debit card payment. There will be a minimum payment of 70 a year if we have done work or an inspection.

6 Terms and conditions You may also cancel your agreement immediately, either after we let you know about changes in prices or terms and conditions, or if we fail to do something which we should have done. In this case, you will receive a refund based on how much time is left of the relevant 12 month period or, if you agree, we will put things right and continue the contract. You may cancel your agreement at any time. If you do so after we have done an inspection or other work and you have paid less than 70 in the previous 12 months at the time you cancel, we may charge you an extra amount, which brings your total payments to 70. If you have a Landlord cover agreement and we have provided you with a Gas Safety Certificate, you will not receive a refund of our charges for providing you with this record. Spare parts If we do not carry the spare parts your repair needs on the day we will do all we reasonably can to find parts from our suppliers. We may use approved alternative parts or parts that have been reconditioned by the original manufacturer. Labour One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contactor to carry out the work. Access to your system all Ford s Home Cover options and internal gas supply Our cost of access to your system (materials and labour) is included up to 500 (including VAT) annually, for example, inaccessible pipework and wiring or built in appliances. Landlord Cover Landlord s Safety Records This service is available to Landlords who let out properties for domestic purposes. Please ask for details of our Landlord s Pack. By law Landlords must have gas appliances in properties they let checked for safety every 12 months. They should also hold a Gas Safety Record as proof. Our Service We will only check and issue a Gas Safety Certificate for the appliances that are included on your Gold Heating Scheme. Any other gas appliances in the rented property can be individually serviced or safety inspected for a small extra cost. After the necessary inspections on the selected gas appliances, we will then give you in writing a Gas Safety Certificate showing that we have done a safety inspection, which will include details of any faults we have found and any repairs that are needed. If you or we cancel your agreement after we have provided a Gas Safety Certificate, you will not receive a refund of our fee for providing the Gas Safety Certificate. Gaining access to your property It is your responsibility to let us into your property. If we cannot gain access to carry out the necessary work, we will contact you to arrange another appointment. If, after several attempts we still cannot gain access, we may cancel your agreement. We will inform you in writing if this is the case. Third party rights for all options Nobody other than you will be able to benefit from this agreement, which cannot be passed to someone else without our agreement. Our responsibilities: We will meet our responsibilities under this agreement within a reasonable time unless it is impossible to do this because of circumstances outside our reasonable control. Customer Information Central Heating Improvements Replacing your boiler The Energy Saving Trust recommend that gas central boilers are replaced every 15 years. Whilst boilers older than this can often still work properly, their effectiveness and efficiency becomes reduced. Technological advances mean that today s boilers, if regularly serviced, have significantly improved efficiency performance, reliability and safety features. Upgrading the system and energy efficiency improvements If you ask us to improve your system (for example adding new controls), we will give you a 1 year parts and labour guarantee. We are able to provide energy-efficient products at a reduced VAT rate of 5%. To arrange an engineer visit, call Power Flush Powerflush is a way of removing sludge and other waste from central heating systems. We may also suggest you correct any design faults which might cause the problem to return. This work can increase the life of your system and improve efficiency. If we recommend that you carry out a Powerflush, we will charge you to carry out this work. Leaks occurring within the system within one month following a Power Flush are not covered, as the sludge often blocks any inherent leaks and in removal, water circulating freely will often find any joints previously sealed by the sludge. Powerflush is a trademark. Guarantees Any guarantees do not affect your legal rights under the Sale of Goods Act 1979 and Supply of Goods and Services Act You can get advice about your rights from a Citizens Advice Bureau or Trading Standards department. Miscellaneous If any of these Terms is held to be invalid, unlawful or unenforceable, it shall not affect the enforceability of any of the remaining Terms. These Terms constitute the entire agreement between you and us with respect to the subject matter hereof. Law These Terms shall be governed and construed in accordance with English law and be subject to the exclusive jurisdiction of the English courts. Complaints We will always do our best, however, if you have any issues that need to be addressed concerning our service please phone us on or write to us at: Ford & Sons (Sidmouth) Ltd. Customer Relations Alexandria Industrial Estate Alexandria Road Sidmouth EX10 9HA Or you can us at: We will try to deal with the matter immediately. But we will keep you informed of the progress of our investigation at every stage.

7 Home Cover diagram open flued appliance flues loft light and fitting light switch ball valve expansion tank/ vessels ball valve cold water supply tank central heating pump overflow shower isolator shaver socket shower pump auto bypass motorised zone ball valve & syphon open flued appliance flues loft light and fitting light switch ball valve expansion tank/ vessels ball valve cold water supply tank central heating pump shower mixer valve overflow hot water cylinder * Max 120 litres radiator cylinder thermostat lve & n ostat cock nse frost thermostat draincock condense drain shower isolator B O IL E R light fittings pipe stat shaver socket shower pump shower mixer valve light switch wall sockets programmer central heating isolator switch B O IL E R light fittings pipe stat fuse box sink gas meter hot water cylinder * auto bypass Max 120 litres light switch radiator wall sockets programmer room thermostat central heating light switch isolator switch thermostatic radiator motorised zone cylinder thermostat underfloor controls internal mains cold water stop valve fuse box sink gas meter drain valve pipework within screed floor thermostatic radiator room thermostat light switch underfloor controls internal mains cold water stop valve drain valve pipework within screed floor GOLD SILVER BOILER Boiler & SYSTEMS & Systems (includes routine service) (includes routine service) unvented but Unvented cylinders can be added at an not additional included cost * but can be added at an additional cost BOILER & SYSTEMS (includes routine service) GOLD unvented cylinders not included but Boiler only (including internal programmer, pump and can routine be added service) at an additional cost * BOILER ONLY (including internal programmer, pump and routine service) BLUE RED WHITE Electrics ELECTRICS Plumbing PLUMBING SILVER BLUE Not Covered Not covered BOILER ONLY (including internal programmer, pump and routine service) ELECTRICS

8 Free Parking peace of mind made simple Call us now on Alexandria Industrial Estate Sidmouth EX10 9HA

9 Inspection request Protection for your central heating I am interested in participating in the Fords Home Cover scheme. Name... Address Post code... Telephone number... address... Date boiler last serviced... Would you like to receive service communication via ? Please indicate which level of service you are interested in Gold Silver Plumbing Electrics Under Floor Heating Home Cover Electrical Installation I understand that the system must be inspected for suitability and I would like you to contact me to make an appointment. I understand that my monthly payment will be in advance and I will pay monthly by direct debit. Simply return this form to us or call us on the number below Alexandria Industrial Estate Sidmouth EX10 9HA

10 Costs Step 1: Choose your type of home cover Step 2: Choose any other option you would like Step 3: Add up the cost and give us a call Home Cover Gold Gas Gold Oil/LPG Silver Gas Silver Oil/LPG Water cylinder Litres 5.11 Megaflow/Unvented Hot water cylinders Additional items ie Myson fan heaters etc radiators Home Cover Electrics Storage Heaters Electric Boilers 5.11 per month each 5.11 in total per month Underfloor Heating 8.00 Home Cover Electrical Installation Fixed Electrical Wiring inside your home 5.11 Plumbing 5.11 Example Step 1: Choose your type of home cover Step 2: Choose any other option you would like Step 3: Add up the cost and give us a call Example Tick Box Home Cover Gold Gas Gold Oil/LPG Silver Gas Silver Oil/LPG Water cylinder 120 Litres and above 5.11 Megaflow/Unvented hot water cylinders How many other 5.11 per month Radiators Home Cover Electrics Storage Heaters/Electric Boilers Underfloor Heating Home Cover Electrical Installation 5.11 Plumbing COST PER MONTH 36.78

11 For your use Tick Box Home Cover Gold Gas Gold Oil/LPG Silver Gas Silver Oil/LPG Water cylinder Megaflow/Unvented hot water cylinders How many other 5.11 per month Home Cover Electrics 120 Litres and above Radiators Storage Heaters/Electric Boilers Underfloor Heating Home Cover Electrical Installation Plumbing COST PER MONTH Name:... Address Tel No Boiler Make... Boiler Model... Boiler Serial No... Signed...Date... For Office use only. Date received...customer No... Simply return the completed form to the address below. Ford & Sons (Sidmouth) Ltd. Alexandria Industrial Estate Sidmouth EX10 9HA

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