HomeCare Range Terms and Conditions. In your world everything should be clear

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1 HomeCare Range Terms and Conditions In your world everything should be clear

2 Contents 1. Introduction to your Terms and Conditions 3 2. About our Packages 3 3. What we can look after 4 4. Definitions 5 5. General Conditions that apply to our Agreements 6 6. General Conditions Cancellation General Exclusions that apply to our Agreements Cover Agreements Boiler and Controls Breakdown Cover and Central Heating Breakdown Cover Boiler and Controls Cover and Central Heating Cover Gas Appliance Cover Plumbing Cover and Plumbing and Drains Cover Plumbing Cover Plumbing and Drains Cover Kitchen Appliance Cover Home Electrical Cover Complaints Compensation TimeChoice for Cover/Care Agreements Landlord Services Excess and Fixed Fee claims and appointment booking by tenants Gas Safety certificate (CP12) Electrical Installation Condition Report (EICR) Care Agreements Boiler and Controls Care Central Heating Care Gas Appliance Care Gas Appliance Check Plumbing Care Plumbing and Drains Care Home Electrical Care Kitchen Appliance Care Complaints Using your Personal Information Introduction to your Terms and Conditions We have designed these products to provide a safe, high-quality service to repair and/or maintain and repair the elements included in your Agreement. It is important you read these terms and conditions carefully, together with your 2. About our Packages About the Package you ve chosen Boiler and Controls Statement confirming the products you hold, as these form the basis of your Agreement with us. If anything is not correct on your Statement, or if you have any questions, please call us on Central Heating Plumbing and Drains Home Electrics CP12 HomeCare 100 HomeCare 200 HomeCare 300 HomeCare 400 Landlord Pro Landlord Essentials Plus Landlord Essentials PRODUCTS You can choose to hold our products as part of a package, (HomeCare ), individually as separate Agreements or, if you are a landlord, one of our Landlord packages (Landlord s Pro, Essentials Plus or Essentials). For more information on our Landlord s services or your Gas Safety Certificate (CP12), see section 10. See your Statement for confirmation of the products you hold. 2 3

3 Terms and Conditions for your Agreement 4. Definitions used in your Terms and Conditions 3. What we can look after 4 room sealed appliance flue condensate pipe boiler gas appliances This applies when you take out HomeCare 400 ^ Home Electrical Cover also includes repairs to electrical wiring and fittings within outbuildings outside security light^ ^ Wherever the following words and phrases appear, they will have the following meaning: Agreement means each agreement you have with us, whether this is a Care Agreement, a Cover Agreement, or a Gas Safety Certificate (CP12). Annual Service Visit / ASV (for Agreements that include an Annual Service) is a visit we carry out in each Period of Agreement to check that the elements included in your Agreement are safe and in good working order. You can find more details in section 5.7. British Gas Powerflush means a product that is designed to remove sludge and other waste from central heating systems. You can find more details in section Care Agreement means our noninsurance agreements in section 11 headed Care Agreements. Cover Agreement means our insurance agreements in section 8 headed Cover Agreements. Domestic Purposes means at least half the rooms in your Home must be used for normal living purposes and not more than half the rooms are used in connection with a business, trade or profession. Excess means an amount you have chosen to pay (as shown on your Statement) as the first part of each claim under your Cover Agreement. You can find more details in section 5.5. First Service (for Agreements that include a First Service) means a visit we carry out towards the beginning of your first Period of Agreement to confirm we can accept the relevant parts included under your Agreement. You can find more details in section 5.6. Fixed Fee means an amount you have chosen to pay (as shown on your Statement) each time we complete a repair under your Care Agreement. You can find more details in section 5.5. Home means the place where you live or a home you own (either as a second property or as a landlord) that is a private domestic property, including any garage connected to your home. Maintenance Inspection (for Agreements that include a Maintenance Inspection) means a visit we carry out to check that the relevant parts included in your Agreement are safe and in good working order. You can find more details in section Period of Agreement means the fixed period of your Agreement shown on your Statement. Your Agreement begins on the date we accept your application and normally runs for twelve months. If you add extra products to an existing Agreement, the Period of Agreement for any new products may be less than twelve months and we will normally align your products so that they all renew at the same time each year. Statement means a written statement you receive from us that confirms the products you hold, the price for the products and any Excess or Fixed Fee you have agreed to pay for each repair. Upgrades are changes to your system which will improve its efficiency or safety. Examples of upgrades include replacing working radiators with improved models or replacing standard radiator valves with thermostatic radiator valves. The cost of upgrading your system is not included in your Agreement. means that the term given is a trade mark. means that the term given is a registered trade mark. 5

4 We, us, our means British Gas Services Limited which is the administrator for and on behalf of British Gas Insurance Limited for our Cover Agreements and the provider of services for our Care Agreements. 5. General Conditions that apply to our Agreements 5.1 Periods of Agreement All Agreements are continuing monthly payable contracts, renewable at the end of your Period of Agreement. The length of your Agreement is shown on your Statement and will begin on the date we accept your application. For Boiler and Controls Breakdown Cover, Central Heating Breakdown Cover and for Kitchen Appliance Cover you are not covered for the first 14 days of your first Period of Agreement. 5.2 Price and Price Changes Your Agreement price is set out in your Statement and will not change during your Period of Agreement unless you change your Agreement and/or the Government introduces a change in the relevant tax rate. We will always write to you to tell you about any change to your price and Direct Debit instalments. 5.3 Multi Product Agreements We offer a range of Agreements to suit the varying needs of our customers. Some aspects of the products and services within our range overlap in order to provide a comprehensive level of Care and/or Cover Agreements. 5.4 Payments If you choose to pay by Direct Debit, you can pay either annually in advance or monthly as the payment becomes due for that month. If you choose to pay annually in advance, you may also do so by cheque,credit card or debit card and we may charge you a small You or your means the person named on your Statement, together with the members of your household who normally live with you. If you are a Landlord, this may be you or your tenant. administration fee for processing your payment. All of our charges include relevant taxes at the current rate. 5.5 Excess and Fixed Fee options The amount of the Excess or Fixed Fee that you agree to pay will be shown on your Statement and is payable every time we are called out to repair a fault(s) under your Agreement. Our engineer will decide whether a fault is related or unrelated to a previous breakdown visit. You will need to pay any Excess or Fixed Fee if the call out is not related to a previously completed fault that is still under guarantee. We will ask for pre-authorisation by credit or debit card at the same time that we book your appointment. We will not take the payment until we have completed your repair and all repair work is guaranteed for twelve months. If you are a Landlord, you can find more details in section First Service If your Agreement includes a First Service, we will arrange to inspect your boiler and controls or gas central heating system or gas appliance (depending on what is included in your Agreement), to help make sure we can include them in your Agreement and that they are safe and in good working order. We will normally carry out your First Service within 42 days of the start of your first Agreement, although it may be later if there is an increased demand for our services especially in colder weather. Our engineer will fill in a service or breakdown checklist to show you what has been inspected. If your First Service reveals a problem (such as boilers for which we know we cannot get parts, or systems that are not installed safely or which we cannot get to) we may: Tell you what work is needed and what it will cost to do that work; Offer you a different product which will not include the parts of your system causing the problem; or Cancel your Agreement and refund any money you have paid. We will not carry out a First Service if we have already carried out a First Service or Annual Service at the same property in the previous twelve months, even if you are a new owner of the property. 5.7 Annual Service Visit (ASV) Annual Service Visit means a visit we carry out in each Period of Agreement to check that the elements included in your Agreement are safe and in good working order. If your Agreement includes an ASV, we will contact you to arrange a visit to your Home in the second and subsequent years of your Agreement to inspect your boiler and controls, gas central heating system or gas appliance (depending on what is included in your Agreement). We will check that your boiler, its flue and ventilation are working in accordance with legal requirements and regulations, and we will analyse the combustion gases that your boiler produces using a probe where appropriate. We will disassemble your boiler to clean and/or repair it if the tests indicate that this is necessary. This is to help make sure that they are safe and in good working order. We will normally carry out your ASV around twelve months from the date of the last one. In periods of high demand for our services (such as cold weather), we prioritise breakdowns and may need to rearrange your ASV. To arrange your ASV we may contact you by phone, , text or letter. Where contact is by letter or , we will make 3 attempts. Should you not respond, we will assume that you do not wish to have an ASV carried out for that particular Period of Agreement and move your ASV due date to approximately the same time in the following year. In these instances, we will not reimburse any of the Agreement fees. You will still be entitled to have your ASV before the end of your Period of Agreement, but you will need to contact us to arrange an appointment. 5.8 Renewals We will normally give you 35 days notice to tell you about any changes to what is included in your Agreement (or any changes to your prices) for the next Period of Agreement, unless exceptional circumstances apply. Unless you tell us when we write to you that you do not want to renew, we will automatically renew your Agreement for another fixed period of a year if you have chosen to pay by Direct Debit. At the end of your Period of Agreement and at the end of each subsequent year, the price of your Agreement may change. This can be because of general inflation and/or because we have more detailed and accurate information on your boiler, system or appliances, as well as your breakdown history, meaning the price we charge when your Agreement renews will be tailored to you. 5.9 Moving Home If you are moving out of your Home, or buying a second Home, you will need to tell us as soon as possible about any change of address. Once we receive your new address details we can set up a new Agreement or transfer your existing Agreement to your new address (unless you tell us you do not want to continue with your Agreement). We will also arrange a First Service for your new Home (See 5.6). 6 7

5 5.10 Domestic use Agreements are only available for appliances and systems used inside your Home for Domestic Purposes. If you own a domestic property which you rent out, you can also hold our Agreements for these properties. Additional products are available (see section 10 for Landlord Services) Where we can provide the service There are a few remote areas of Great Britain where we do not currently provide Agreements. If this affects you, we will tell you when you apply Our responsibilities We will meet our responsibilities under your Agreement within a reasonable time unless it is impossible because of circumstances outside our control. If we cannot meet our responsibilities, we will let you know as soon as possible confirming the reasons why we cannot meet our responsibilities. We will also give you another time when we expect we can meet our responsibilities to you. Where we have agreed to take your appliance/system onto an Agreement, and have previously advised there may be restrictions over our ability to maintain your appliance/system or the supply of parts, we will use all reasonable endeavours to carry out repairs (see section 6 General Conditions Cancellation) Maintenance Inspection If you are entitled to a Maintenance Inspection of your plumbing and you also have an Agreement which includes an Annual Service Visit this will be carried out at the same time. If you do not have an Annual Service Visit as part of your Agreement or if you are entitled to a Maintenance Inspection of your home electrical wiring / fixtures or kitchen appliances you will need to contact us to arrange your appointment Gaining access to your property and arranging appointments Our engineers will only work in your property if there is someone aged 18 or over there at all times. It is your responsibility to allow us access to your property. If we cannot gain access, we will not be able to carry out the necessary work and you will need to arrange another appointment. If you do not arrange an appointment or we cannot gain access, your Agreement will continue even though we have not been able to carry out the work. If, after several attempts, we have been unable to make an appointment or we still cannot gain access, we may write to you to let you know we have cancelled your Agreement Safety advice We may advise you that permanent repairs or improvements are needed to help make sure your appliance or system works safely (for example, to keep to gas-safety regulations, such as upgrading your ventilation to meet current standards). If you do not follow our advice, it may mean that we cannot meet all of our obligations to you under your Agreement. In this case, your Agreement will continue to run unless you tell us you would like to cancel, or if we cancel (see section 6 General Conditions Cancellation) Spare parts If our engineer does not carry the spare parts needed on the day of your appointment, we use a central stock of approximately 30,000 parts which means we can normally get hold of most items the following working day. If not, we will do all we reasonably can to find and install parts from our approved suppliers. We may use other approved parts or parts that have been reconditioned by the original manufacturer or approved third parties Labour One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work. All of our contractors carry identity cards Guarantees We guarantee to make good any faulty parts or faulty workmanship for a period of twelve months from the date we completed your repair. The rights in relation to any guarantee we give you apply in addition to, and do not affect, your legal rights under the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, or any replacement legislation. You can get advice about your rights from the Citizens Advice Bureau or Trading Standards Department. Where we install or replace your boiler we will commission and carry out a safety check on your new boiler at the time of installation. A separate Annual Service Visit will not therefore be carried out during the first 12 month period Governing law The terms and conditions for all Agreements are written in English and all correspondence will be in English. Your Agreement is governed by the laws of England and Wales if your Home is based in England or Wales and by the laws of Scotland if your Home is in Scotland Upgrades Upgrades are changes to your system which will improve its efficiency or safety. The cost of upgrading your system is not included in your Agreement. You can buy system Upgrades from British Gas, such as a British Gas Powerflush, System Filters and Scale Reducers or Trace Heater kits. Examples of upgrades include replacing working radiators with improved models and replacing standard radiator valves with thermostatic radiator valves. Any repairs required to your upgraded system will be included within your HomeCare Agreement unless general exclusions apply (see section 7 General Exclusions). Should you have a powerflush from a third party, British Gas would require proof of purchase of the powerflush in order to complete any subsequent repairs Internet connected heating controls You may also hear this product referred to as Remote Heating Control, or Hive Active Heating. Internet connected heating controls allow you to control your central heating system remotely. If we have installed your internet connected heating controls we will cover all elements of the system necessary for controlling your heating after any warranty period has expired (as long as you have a continuous Boiler and Controls or Central Heating Agreement at the property). If your internet connected heating controls were not installed by us then we will provide cover for the controls and thermostat (as long as you have had a continuous Boiler and Controls or Central Heating Agreement at the property) but we may not be able to replace it with a like for like product. The cover we provide excludes your broadband connection, mobile phone and any other internet connected heating control equipment whose primary purpose is not to operate your heating system. If you have any questions relating to your internet connected heating controls, please call

6 5.22 Purchasing a new boiler from British Gas If you purchase a new boiler from us you will be given a HomeCare Care Agreement for 12 months which will be shown on your Statement. This will be in addition to your statutory rights under 6.1 Your Cancellation Rights You may cancel any Agreement you have with us at any time as long as you let us know by calling or by writing to us at: HomeCare Membership Office, Murdoch House, Bothwell Road, Uddingston G71 7UD. Cancelling your Direct Debit without contacting us will not mean you have cancelled your Agreement. If you do not inform us that you wish to cancel and your Direct Debit payment is rejected, we will attempt to contact you by letter at the address we have on our records to rectify your account. If we do not hear from you following contact, and the outstanding payment is not made, we will cancel your Agreement not less than 30 days after the date we were first notified payment was not received. Any outstanding charges will be payable and subject to the terms outlined in section 6.2. If you cancel within the first 14 days of your Agreement or the date you received your welcome pack, whichever is the later, we will give you a full refund of any money you have paid, unless we have carried out work, in which case cancellation charges may apply (see section 6.2). the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982 or any replacement legislation. At the end of the free period you will be offered the opportunity to purchase a similar Care Agreement for a further Period of Agreement. 6. General Conditions Cancellation If you cancel after the first 14 days of your Agreement and pay by monthly Direct Debit, we will continue to provide cover until the end of the period from which your last payment applies, we will then cancel the product and take no further payments, unless we have carried out work. If you pay by cheque or credit/ debit card or by any other Direct Debit frequency, we will cancel the product at the end of the month in which you notify us. We will then provide a refund of any money you have paid for the time left to run in your current Period of Agreement, unless we have carried out work, in which case, cancellation charges may apply (see section 6.2). If you or we cancel a current agreement and you then buy an equivalent product supplied through British Gas Insurance or any associated British Gas Insurance partnership twice or more within a three year period, or within 3 months of cancelling your existing Agreement you will not be eligible for certain benefits such as an introductory pricing offer. 6.2 Cancellation Charges If you, or we, cancel any Agreement you have with us part way through your Period of Agreement and you have had work relating to that Agreement, you may be charged for cancellation. The cancellation charge will be the total of the relevant amounts set out in the table below less: Any Excesses or Fixed Fees paid for each repair. Any money you have paid to us for the product in the current Period of Agreement. These charges will not be more than the total annual cost of the product for the Period of Agreement you are cancelling. Type of work completed Boiler or Central Heating repairs All other completed repairs Charge for each piece of work completed Annual Service 60 Type of work completed Landlords Gas Safety Certificate (CP12) Charge for each piece of work completed from 24 The amount charged will be dependent on the number of appliances checked. 6.3 Our cancellation rights We may cancel your Agreement in the following circumstances: If you have given us false information. If you do not make an agreed payment. If we find something wrong at a First Service. If there are health and safety issues. If your appliance or system is not on our approved list. If you do not give us access to your property if this is needed. If we are not reasonably able to find parts for your appliance or system. If improvements we tell you are needed are not completed. If we cancel at the First Service, we will give you a full refund of any money you have paid. If we cancel your Agreement at any time after your First Service, we will refund any money you have paid for the time left to run in your current Period of Agreement, unless we have carried out work, in which case cancellation charges may apply (see section 6.2). If you have Boiler and Controls Breakdown Cover or Central Heating Breakdown Cover and we cannot complete a repair because parts are not available and we have not advised you previously we will, at our discretion, refund a maximum of 3 years premium if cover has been continuously held for this period and no claims have been made

7 7. General Exclusions that apply to our Agreements 7.1 Design or existing faults We will not be responsible for the cost of repairs or gaining access to make repairs if there are design faults (unless we are responsible for the design faults), faults which existed before you entered into your Agreement with us, faults which we have identified on a previous visit or Agreement at the property or faults which we could not, using reasonable care and skill, identify on our First Service or a repair call out to your system or appliance. For example, this would apply to pipes buried under concrete floors that do not have acceptable pipe protection. Acceptable pipe protection is factory sheathed, soft copper laid through plastic ducting. Joints should not be located in the plastic ducting/sleeve, and the pipe should be installed according to the manufacturer s instructions. 7.2 Accidental damage, third-party damage and damage from deliberately taking risks Unless we say in the Agreement that we will cover accidental damage caused by you, we will not cover the cost of repairs relating to damage caused by you. If work is carried out on your system or appliance by someone other than us, whether or not following our advice (e.g. powerflush), which results in damage to that or another part of your system because of poor workmanship, the repair will be excluded from your Agreement. 7.3 All other loss and damage Unless we cause it, we will not be responsible for any loss or damage to property as a result of your appliance or system breaking or failing, including any cleaning needed or damage to fixtures or furniture, for example, damage caused by water leaks. 7.4 Making good We will fill in any holes and leave the surface level if we have had to make access to your system or appliance so we could carry out a repair, however, we will not replace the original surface or construction (for example, redecoration). If the original surface or construction was damaged as a result of the fault, for example water leak, we will not replace the original surface. 7.5 Risks normally insured under household or other insurances Except and only to the extent specifically stated as included under your Agreement, we will not include the repairing of faults or damage or replacement of appliances or systems caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. You should check your household insurance to make sure you have enough cover for these risks. If anything specifically stated as being included under your Agreement is also included under any other insurance or maintenance contract you hold, the repair will be the responsibility of the provider of your other insurance or maintenance contract. In the event of joint responsibility with your other provider, we will only ever be responsible for our fair share and to the extent of our obligations under your Agreement. 7.6 Approved equipment For certain items, we keep an approved list. We only carry out work on gas and electric appliances, central heating system controls, energy-management systems and plastic pipes which are on our approved list. 7.7 Third-party rights Nobody other than you will be able to benefit from your Agreement, which cannot be passed to someone else without our written confirmation. If you are a Landlord, you may give permission to your tenant, managing agent or other third party to arrange an engineer appointment on your behalf. 7.8 Other Exclusions We will not include the following: Any costs over 1,000 (including VAT) to gain access to your system, built-in appliances, buried pipe work (inside or outside your Home) or wires to make a repair and then make good (see section 7.4). We do not include the cost of getting to your appliance or system if it is not accessible due to a design fault. Separate conditions apply to drains (see 8.10). Replacing appliances, bathroom fixtures and sanitary ware unless we say this is included under your Agreement. Upgrades that are required to improve your appliance or system due to poor access or poor condition. Replacing or repairing parts that do not affect how the appliance or system works, or decorative or specialist parts. Resetting controls (for example, thermostats and programmers following changes due to winter or summer months). Removing asbestos associated with repairing the appliance or system. When you have had any asbestos removed, you must give us a clean air certificate before we will do any further work at your property. By law, the person who removes the asbestos must give you a clean air certificate. Cash alternatives instead of a service, maintenance or repair. Repairing or replacing any steel or iron pipes. These do not apply to your water supply pipe up to your stopcock and where the gas-supply pipe, from meter to appliance, is specifically stated as being included under your Agreement. The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity or water services. Beginning or continuing services where we reasonably consider that there is a health and safety risk, including the presence of dangerous materials, infestations, or harassment of our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety. Loss of or damage you may suffer to your system if radio frequency allocations are subsequently altered by other people that interfere with your system or its controls. Replacing any batteries for your system controls. If your system controls generate text message alerts, we will not cover any usage beyond 1,200 text messages each year. We will contact you if your use goes over this number. Repairing or replacing parts of your central heating system and controls that are specifically designed for piped or electric underfloor heating (other than warm-air systems). Removing sludge or hard-water scale from your system or appliance. Your broadband connection, mobile phone and any other internet connected heating control equipment whose primary purpose is not to operate your heating system. 7.9 Showers We will not be responsible for the repair or replacement of any showers within your household as a result of a mechanical or electrical breakdown. This includes, but is not restricted to, shower pumps, shower mixer valves, electric shower units, shower trays, cubical/shower doors, handsets, hoses and riser rails (shown in white on the diagram on page 4). Leaks to pipework both to and from any of these fittings are included if you have a Plumbing or Plumbing and Drains Agreement (shown in purple on the diagram on page 4)

8 8. Cover Agreements 8.1 The Insurance products All Cover Agreements are insurance policies which are underwritten by British Gas Insurance Limited. British Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 8.2 Boiler and Controls Breakdown Cover and Central Heating Breakdown Cover room sealed appliance flue condensate room sealed pipe appliance flue condensate pipe 14 boiler boiler These products are designed to meet first 14 days of your initial Period the needs of householders who want of Agreement. protection in place if there are various problems with either their gas boiler and controls or central heating, on a For Boiler and Controls Breakdown repair-only basis. Cover, we will cover repairs if a single TM Note that This Boiler applies and when Controls you take Breakdown out HomeCare 400 (all variants) gas boiler and controls (shown in red on Cover or Central Heating Breakdown TM This applies when you take out HomeCare 400 the (all diagram variants) on page 14) breaks down Cover does not include an Annual Service in your Home. Visit. We will not cover breakdowns in the For Central Heating Breakdown Cover, we will cover breakdown repairs for a single gas boiler and controls (shown in red on the diagram on page 14) and breakdown repairs for a single wet (using water) or warm-air heating system, including your expansion tank, pipe work, immersion heater, cylinder (including unvented and pressurised) and radiators in your Home (these are shown in green on the diagram on page 14). Warm-air vents are covered for warm-air units only. For Central Heating Breakdown Cover, we cover all wet radiators, including designer radiators. If you require a replacement radiator, our engineer will, where possible, fit a like for like in line with our General Conditions, point Curved radiators, often found beneath bay windows, are not covered by your policy as they are not manufactured in a curved state. In the instance that you have a curved radiator which requires replacement, our engineers will do one of the following: Fit a similar sized radiator on an adjacent flat wall, including any alterations to existing pipework. Fit a curved radiator, supplied by you, to the existing wall space. In this instance we accept no responsibility for any leaks to the radiator as a result of its forming by a specialised manufacturer. Parts and labour as long as all the essential working parts are available and the appliance is on our approved list. Whether or not we installed your boiler, if we agree that your boiler is less than seven years old, we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decide that it would cost more to repair the boiler than to replace it. If we installed your boiler and we agree that your boiler is seven years old or more but is less than 10 years old (and as long as you have had a continuous Boiler and Controls or Central Heating Agreement for the life of the boiler), we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decide that it would cost more to repair the boiler than to replace it. The age of your boiler will be calculated by our engineer, from the date that it was installed. Outside of these specific circumstances or any other specific circumstances shown in your Agreement, you are not entitled to a replacement boiler. If you have a Central Heating Cover plus Plumbing and Drains and Home Electrical Cover Agreements with us, repairs to all gas-supply pipe work inside your Home, between your meter and any appliances (shown as red dots on the diagram on page 14). Costs up to 1,000 (including VAT) we would have to pay to get access to your system and appliance to carry out a repair (for example, pipes buried in walls or built-in appliances) and making good. Making good damage caused by gaining necessary access means filling or plastering to make level but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is inaccessible due to a design fault. We will repair and replace standard single piece room sealed appliance flues, including flue terminals, up to 1 metre in length. You must update us with the make and model of the boiler in order to ensure that we can provide the services under this Agreement. If you do not provide this information, and we later find that we cannot obtain parts to repair your boiler, we may cancel your Agreement in accordance with section 6.3. The exclusions on page 16 and General 15

9 8.3 Boiler and Controls Cover and Central Heating Cover These products are designed to meet the needs of householders who want protection in place if there are various problems with either their boiler and controls or central heating, on a repair and maintenance basis. You get all of the benefits of Boiler and Controls Breakdown Cover or Central Heating Breakdown Cover, plus the following: A First Service in your first Period of Agreement and an Annual Service Visit in future Periods of Agreement for your boiler (if you have Boiler and Controls Cover) and central heating system (if you have Central Heating Cover). Accidental damage For Boiler and Controls Cover, we will cover accidental damage for a single gas boiler and controls (shown in red on the diagram on page 14). For Central Heating Cover, we will cover accidental damage for a single gas boiler and controls (shown in red on the diagram on page 14) and the rest of your central heating system (shown in green on the diagram on page 14). If there is damage to your boiler, caused by fire or an explosion of the boiler itself, which means that it cannot be repaired, we will supply and fit a replacement boiler, no matter how old it is, as long as you gave us access each time that we needed to carry out an Annual Service Visit. If we also consider that your Home is not fit to live in overnight as a result of the fire or explosion, we will provide alternative accommodation for up to three nights and transport costs to that accommodation up to 150 a night including VAT. 8.4 Boiler and Controls and Central Heating exclusions The following are not included in your Repairing damage caused by scale, sludge or other debris if we have told you on a previous visit (under any Agreement at the property) that permanent repairs, improvements or a British Gas Powerflush (or a similar cleaning procedure) are needed to help make sure your appliance or system works properly and you have not taken the recommended action. Repairing or replacing flues, including the flue terminal, that are over 1 metre in length. Repairing or replacing the flue, including the flue terminal for any open flue appliances. Servicing and maintaining electric boilers. Repairing or replacing parts of your central heating system and controls that are specifically designed for piped or electric underfloor heating (other than warm-air systems). Any boiler over 70kW and/or not purpose built for domestic use. Topping up of system inhibitor levels. Breakdowns in the first 14 days of your initial Period of Agreement if you have either Boiler and Controls Breakdown Cover or Central Heating Breakdown Cover. 8.5 Gas Appliance Cover Gas Appliance Cover is a product we have designed to meet the needs of householders who want protection against various problems with their gas appliances on a repair and maintenance basis. An Annual Service Visit and repair of gas appliances, for example, fires, water heaters, wall heaters and cookers in your Home (shown in orange on the diagram on page 4). The appliances included under your Agreement will be set out in your Statement. Parts and labour as long as all the essential working parts are available and we have approved your appliance. Accidental damage repairs to your gas appliance if it is accidentally damaged by you and this affects how it works. Replacing the appliance no matter how old it is (as long as you have given us access each time we needed to carry out an Annual Service), if there is damage to the gas appliance caused by a malfunction resulting in fire or explosion of the gas appliance itself, which means it cannot be repaired. 8.6 Gas Appliance Cover exclusions The following are not included in your If this happens, we will replace your gas appliance with one of a similar make and purpose. If we consider that your Home is not fit to live in overnight as a result of the fire or explosion, we will provide alternative accommodation for up to three nights and transport costs to that accommodation up to 150 a night including VAT. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage means filling or plastering to make level but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. We will repair and replace standard single piece room sealed appliance flues, including flue terminals, up to 1 metre in length. Repairing or replacing flues, including the flue terminal, that are over 1 metre in length. Repairing or replacing the flue, including the flue terminal for any open flue appliances

10 8.7 Plumbing Cover and Plumbing and Drains Cover Plumbing Cover and Plumbing and Drains Cover are products we have designed to meet the needs of householders who want protection against various problems with their plumbing within the Home, their water supply pipe or their drains (inside or outside the Home) on a repair-only basis. Leaking or seized stopcocks, and/or surestop water switch where they are in your Home, or within the boundary of your property that you are responsible for. If we are unable to isolate the external stop valve, it is your responsibility to contact the local water board to isolate this before we can complete the repair. Parts and labour for fitting standard replacement parts. Standard replacement parts may be different from the original, for example, using a standard flush handle to replace a gold-plated flush handle, unless you give us an alternative to use. Repairs to taps inside your Home and replacing standard non-ceramic tap washers to repair water leaks and dripping taps (not including replacing taps themselves). Repairing accidental damage to hidden pipes in the Home but only if you damage them by accidentally puncturing them with a nail, screw or similar fastening which results in a water leak. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to carry out a repair (for example built-in appliances or pipes buried in walls, under floors or underground) and making good any damage caused by the work. Making good damage caused by gaining necessary access means filling or plastering to make level but does not include any redecoration which will be your responsibility. We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. If you previously held a Plumbing or Plumbing and Drains Care Agreement and we moved you to a Plumbing or Plumbing and Drains Cover Agreement you are entitled to a Maintenance Inspection if you ask us, to check for water leaks on your pipe work, valves and hot-water cylinder, once every two Periods of Agreement. 8.8 Plumbing Cover Repairs or replacements inside hot-water cylinders (including your Home (shown in purple on the unvented and pressurised) and diagram above) if there are leaks immersion heaters; and or This a mechanical applies when failure you take to: out HomeCare 400 TM (all variants) washing-machine and dishwasher This applies when you take out HomeCare 400 TM hot and cold-water pipes from the (all variants) hot and cold flexible pipes (as 18 mains stopcock inside your Home leading to your taps and garden taps; your cold-water storage and expansion tank; leaking overflow pipes; standard ball valves and toilet siphon; pipes that burst as a result of cold weather; central heating water pipes if there is a water leak; radiator valves; long as they are installed to the manufacturer s instructions). Blockage, collapse or leakage of the mains water supply pipe from and including the stopcock in your Home up to where it is connected to the public or shared water supply pipe within the boundary of your property, if you are responsible for this. 8.9 Plumbing Cover exclusions The following are not included in your Replacing ceramic discs in taps. Replacing taps. Replacing bath and shower seals or grouting. Repairing or replacing water softeners, combined overflow and pop-up waste mechanisms, all electrical hot water pumps and parts of your water system that are designed to increase mains pressure, water filters, radiators, swimming pools, decorative garden features, rainwater pipes and guttering, waste disposal units, macerators such as Saniflo, and electrical units for toilets. Water pipes to or from and in detached outbuildings, fountains, swimming pools, ponds, other decorative garden features, garden taps, treatment plants, rainwater pipes, roofs, guttering or other external property. Repairing water supply pipes shared with another property or properties, or that are not your responsibility or outside the boundary of your property. Repairing and replacing steel pipes (other than for your water supply pipe). Dealing with temporarily frozen pipes which have not resulted in confirmed damage. Replacing or repairing spa baths or the associated components that form part of its construction. These include, but are not restricted to, pumps, jets, heating elements, pipes and tubes. 19

11 8.10 Plumbing and Drains Cover You get all of the benefits and terms of Plumbing Cover plus the following: Restoring flow by getting to and unblocking or repairing drainage pipes and waste pipes (shown in pink on the diagram on page 18), for example, unblocking sinks, waste and rainwater drains. This applies to pipes that you are responsible for within the boundary of your property Plumbing and Drains Cover exclusions These exclusions plus the Plumbing Cover exclusions on page 19 plus General Exclusions (see section 7) apply. The following are not included in your Repairs to drains that are the responsibility of the local water authority (even if they are within the boundary of your property). Repairing or replacing manholes, soakaways, septic tanks, cesspits, treatment plants and their outflow pipes Kitchen Appliance Cover Kitchen Appliance Cover is a product designed to meet the needs of householders who want protection against various problems with one or more of their kitchen appliances. The appliances that can be included under Kitchen Appliance Cover are: automatic and tub washing machines; automatic washer-dryers, spin and tumble dryers and dishwashers; fridges, freezers and fridge-freezers; and cookers, ovens, hobs and microwave ovens. Parts and labour are included up to 1,000 (including VAT) for each claim to access your system and make repairs. Regularly cleaning your drains and any de-scaling of your drains. Removing, replacing or repairing any part of the drain which is damaged but does not result in a total blockage of the drain. Making access to drain systems points of entry (such as manhole covers) if these have been built over. Repairing or replacing steel pipes. Dealing with temporarily frozen pipes which have not resulted in confirmed damage. Repairs, including parts and labour, of gas and electrical appliances inside your Home (shown in yellow on the diagram on page 4). The appliances included under your particular Agreement will be set out in your Statement. An appliance can only be included if it was bought in the United Kingdom, and new (and not reconditioned or second hand) at the time of purchase. It should also be in good working order at the start of your first Period of Agreement. Accidental damage to your appliance if it results in the appliance failing to operate correctly. Costs up to 1,000 (including VAT) we would incur to get access to your system/appliance in order to make a repair (for example, pipes buried in walls or built-in appliances) and making good. Making good damage caused by gaining necessary access means filling or plastering to make level but excludes any redecoration. If your appliance is beyond repair, for example because spare parts are no longer available or it is not economical to repair, the following will apply; If it is under 3 years old at the time of the breakdown, we will pay 100% of today s retail selling price of an appliance of a similar (though not necessarily the same) make and purpose to settle your claim. The appliance will be sourced from a supplier of our choosing. If it is 3 years old or more at the time of the breakdown, we will pay 30% of today s retail selling price of an appliance of a similar (though not necessarily the same) make and purpose to settle your claim. The appliance must be purchased from a supplier of our choosing. Our engineer will confirm the age of the appliance or estimate it. Please provide a copy of the receipt (showing the date of purchase) if possible. This is the only proof that we will accept if you disagree with the engineer s decision on the age of the appliance Kitchen Appliance Cover exclusions The following are not included in your Pre-existing faults. Breakdowns in the first 14 days of your initial Period of Agreement. Once our contribution has been established the supplier will contact you by phone to inform you of the suitable replacement make and model. In situations in which we make a 30% contribution that amount will be deducted from the cost of the new appliance with the balance being settled by you, directly with the supplier over the phone. Your new appliance will be delivered directly to you by the supplier. We are not responsible for the disconnection, or the disposal, of the faulty appliance or the installation of your replacement. This service is available from the supplier for an extra charge and should be arranged with the supplier when they contact you. If you previously held a Kitchen Appliance Care Agreement and we moved you to a Kitchen Appliance Cover Agreement, you are entitled to a Maintenance Inspection, if you ask us, of the kitchen appliances included under your Agreement once every two Periods of Agreement. Cosmetic damage where the functionality or safety of the appliance is not affected. Malicious damage or damage as a consequence of misuse or abuse. Repairs to cooker hoods and extractors

12 8.14 Home Electrical Cover Home Electrical Cover is a product designed to meet the needs of householders who want protection against various problems with their electrical wiring and fixtures on a repair only basis. outside security outside light^ security light^ Repairs to electric doorbells (not including door-entry systems), bathroom extractor fans and smoke alarms connected to the wiring of your Home. Repairing accidental damage to the electrical wiring inside your Home but only if you accidentally damage a hidden electrical cable by puncturing it with a nail, screw or similar fastening and this results in a failure of all or part of your electrical system. Repairing accidental damage, if caused by you, to your light switches, light sockets or plug sockets. If a replacement is needed, we will fit standard replacement parts unless you give us an alternative to use. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage caused by gaining access means filling or plastering to make level but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. If you previously held a Home Electrical Care Agreement and we moved you to a Home Electrical Cover Agreement, you are entitled to a Maintenance Inspection, if you ask us, of your electrical wiring and electrical fixtures once every two Periods of Agreement. ^ ^ ^ Home Electrical Cover also includes repairs to electrical wiring and fittings within outbuildings Repairing electrical wiring and electrical fixtures (shown in blue on the diagram above), both inside and outside your Home and outbuildings as long as those outside fixtures are TM fitted This to applies the fabric when you of take your out buildings HomeCare 400 and ^ Home This situated applies Electrical when within Cover you 10 take also metres includes out HomeCare of outbuildings TM floor 400 ^ level Home (and Electrical as long Cover as the also outbuildings includes outbuildings supply is not connected to a separate electricity meter). This covers the fixed electrical wiring system and fuse boxes, including your central heating wiring, light switches, wall sockets, light fixtures, circuit breakers and transformers. 22 Parts and labour are included for fitting standard replacement parts, for example we will replace all fittings with our nearest equivalent standard white plastic, brass or chrome-effect (all fitting variants) unless you give us an alternative (all to variants) use. Dealing with outside security and doorway lighting fitted less than ten metres above ground level. Repairing damage to wiring caused by rodents. However, this only applies if you do not leave the property unoccupied for a continuous period of four weeks or more Home Electrical Cover exclusions The following are not included in your Repairing controls, pumps, detectors, timers and programmers. Repairing or replacing the mains supply up to the fuse box. Repairing the parts of the power supply between your Home and the outbuildings on your property. Repairing or replacing wiring encased in rubber or lead. Repairing accidental damage to the main electrical consumer unit or fuse box. 23

13 8.16 Complaints We will always aim to do our best. However, there may be times when things go wrong. If you have a complaint about any part of our service or your products, please phone us on or write to us at: British Gas Services, Customer Relations, PO Box 4394, Dunstable LU6 9LG Or, you can us at: We will try to deal with the matter immediately. However, if we can t, we will keep you regularly informed about the progress of our investigation. If you are unhappy with our final response or if we have not been able to complete our investigation within eight weeks of receiving your complaint you may be able to refer the matter to the Financial Ombudsman Service at: Exchange Tower London E14 9SR Phone or, from a mobile TimeChoice for Cover and Care Agreements This is an optional service if you have a Boiler and Controls or Central Heating Agreement with an Annual Service Visit and would like to pay for more convenient time slots for your Annual Service Visit as well as prioritised response times for repairs if your appliance breaks down. The following are included with TimeChoice: For breakdown visits, if you have no heat or hot water and call us before 10am, we will be with you on the same day Compensation British Gas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. General insurance is covered for 90% of the claim, without any upper limit. You can get more information about the compensation scheme from FSCS at or by phoning For Annual Service Visits, we will arrive Monday to Friday within a two-hour time slot between 8am and 6pm. On Saturdays we will arrive within the following time slots. 8am to 1pm, 10am to 2pm or 12 noon to 6pm. You can choose the slot to suit you. If you bought TimeChoice before 6th August 2009, you can also choose an appointment in the evening from Monday to Friday between 5pm and 8pm. 10. Landlord Services If you are a landlord and let out properties for Domestic Purposes, the following conditions will apply: 10.1 Excess and Fixed Fee claims and appointment booking by tenants Your tenant, managing agent or other third party can call us directly to arrange an engineer appointment under your Agreement. And if your Agreement includes a Gas Safety Certificate (CP12) or an Annual Service Visit they can arrange these types of appointments with us too. You may want to let them know they can do this. If you have chosen an Agreement with an Excess or Fixed Fee, this will be payable every time we are called out to repair a fault(s) under your Agreement. We will pre-authorise a credit or debit card from either you or a third party (tenant, managing agent etc) before we send an engineer and debit the card following the appointment. In the event that you cannot make payment and we believe that somebody at the property is vulnerable or at risk, we will send an engineer without a pre-authorised card. We will then invoice the charges to you following the visit Gas Safety Certificate (CP12) Agreement By law, landlord s must make sure they maintain gas appliances in a safe condition; they must also have gas appliances in properties they rent checked for safety, as well as having an inspection of the installation pipe work every twelve months. They should also hold a Gas Safety Certificate (CP12) as proof. It is your responsibility to make sure that you keep to your legal obligations and we will not be legally responsible for any failure on your part to ensure that these checks are carried out. Our product includes the certificate and inspection of the installation pipe work as standard, and you will need to tell us the appliances you would like to be checked. This Agreement is an agreement for services provided by British Gas Services Limited. A safety inspection of the gas installation and pipe work at your Home. A safety inspection of the appliances specified by you at the time you purchase this Agreement and confirmed in your Statement. Only the appliances specified at the time you purchase this Agreement will be included in your inspection. You can add other appliances to your CP12, at any time, at an additional cost for each separate appliance. A Gas Safety Certificate (CP12) which will contain details of the gas installation and all gas appliances checked by our engineer. If you have any other Agreement that includes an Annual Service Visit, the inspection and completion of the Gas Safety Certificate (CP12) may be carried out at the same time. We will post a copy of the Gas Safety Certificate (CP12) to you and your tenant. This can be ed if you prefer but you will need to supply us with your address. If any of the appliances fail our inspection, we will issue the Gas Safety Certificate (CP12) and include details of any faults found and any remedial action taken (for example disconnecting the appliance). It is your responsibility to make sure that the appliances are repaired or replaced at your cost. Additional charges will apply for any future inspections and any confirmation of gas safety following the work needed to meet regulations. 25

14 Occasionally we may need to revisit your Home to complete or carry out the Gas Safety Certificate (CP12). In these circumstances, further access to your property will be required. To arrange your Gas Safety Certificate (CP12) inspection we may contact you by phone, , text or letter. We will make 3 attempts to contact you. Should you not respond, we will assume that you do not wish to have 26 an inspection carried out for that particular Period of Agreement and move your inspection due date to the next Period of Agreement. You will still be entitled to have your inspection before the end of your Period of Agreement but you will need to contact us to arrange an appointment. General Conditions apply (see section 5) Landlord s Gas Safety Certificate (CP12) exclusions The following are not included in your 10.4 Landlord s Electrical Installation Condition Report (EICR) This is a one-off safety inspection of your mains connected electrical wiring and electrical fixtures including the fuse box and is a service provided by British Gas Services Limited. The following are included: A safety inspection of a sample of all accessible mains connected electrical wiring and electrical fixtures including the fuse box. An Electrical Installation Condition Report which will contain details of the inspection will be sent following receipt of payment. The cost of any repairs that we find are necessary during the inspection. The cost of any reinspections to appliances that fail our inspection Landlord s Electrical Installation Condition Report (EICR) exclusions The following are not included in your Agreement. The cost of any repairs whether or not we find that they are necessary during the inspection. Detailing in the EICR any faults that are present with parts of the installation that do not form part of the inspection sample. If any parts of the installation fail our inspection, we will issue the EICR and include details of any faults found. It is your responsibility to make sure that the faults are repaired or replaced at your cost. The EICR will confirm when the next inspection is recommended to take place. The findings of an EICR are normally valid for 5 years subject to excessive wear and tear. General Conditions apply (see section 5). The EICR will provide details of any of the parts of the installation which fail our inspection. It is your responsibility to pay for the repairs or replacement of the installation. We will make an extra charge for any future inspections. We will not issue a reminder to update your EICR. The electrical safety of the property will remain your responsibility. 11. Care Agreements All Care Agreements are agreements for services provided by British Gas Services Limited Similar services You agree that we may introduce insurance agreements provided by British Gas Insurance Limited that provide similar services and extra benefits to those that are currently being provided to you under your non insurance Care Agreements. If you pay by Direct Debit, you confirm that at the next anniversary of your non insurance Care Agreements, we may arrange those insurance agreements for you and then renew them every year until you tell us otherwise Boiler and Controls Care Service and repairs if a single gas boiler and controls breaks down in your Home (shown in red in the diagram on page 4). Parts and labour as long as all the essential working parts are available and the appliance is on our approved list. Whether or not we installed your boiler, if we agree that your boiler is less than seven years old, we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decide that it would cost more to repair the boiler than to replace it. If we installed your boiler and we agree that your boiler is seven years old or more but is less than 10 years old (and as long as you have had a continuous Boiler and Controls or Central Heating Agreement for the life of the boiler), we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decided that it would cost more to repair the boiler than to replace it. The age of your boiler will be calculated by our engineer from the date it was installed. Outside of these specific circumstances or any other specific circumstances shown in your Agreement, you are not entitled to a replacement boiler. A First Service of your boiler in your first Period of Agreement and an Annual Service of your boiler in future years. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage means filling or plastering to make level, but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. General Conditions apply (see section 5). The exclusions on page 29 and General Exclusions also apply (see section 7) Central Heating Care Service and repairs if a single gas boiler and controls breaks down (shown in red in the diagram on page 4) and wet (using water) or warm-air gas central heating system, including your expansion tank, pipe work, immersion heater, cylinder (including unvented and pressurised) and radiators in your Home (shown in green on the diagram on page 4) or an 27

15 electric (repairs only) system and their cylinders and controls if we installed it. Warm-air vents are covered for warmair units only. A First Service of your boiler and central heating system in your first Period of Agreement and an Annual Service of your boiler and central heating system in future Periods of Agreement. For Central Heating Breakdown Care, we cover all wet radiators, including designer radiators. If you require a replacement radiator, our engineer will, where possible, fit a like for like in line with our General Conditions, point Curved radiators, often found beneath bay windows, are not covered by your policy as they are not manufactured in a curved state. In the instance that you have a curved radiator which requires replacement, our engineers will do one of the following: Fit a similar sized radiator on an adjacent flat wall, including any alterations to existing pipework. Fit a curved radiator, supplied by you, to the existing wall space. In this instance we accept no responsibility for any leaks to the radiator as a result of its forming by a specialised manufacturer. Whether or not we installed your boiler, if we agree that your boiler is less than seven years old, we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decide that it would cost more to repair the boiler than to replace it. If we installed your boiler and we agree that your boiler is seven years old or more but is less than 10 years old (and as long as you have had a continuous Boiler and Controls or Central Heating Agreement for the life of the boiler), we will provide a suitable new replacement boiler we have approved. We will do this when it is not possible to repair yours because, for example, spare parts are not available, or we decided that it would cost more to repair the boiler than to replace it. The age of your boiler will be calculated by our engineer, from the date it was installed. Outside of these specific circumstances or any other specific circumstances shown in your Agreement, you are not entitled to a replacement boiler. Costs up to 1,000 (including VAT) we would have to pay to get access your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage means filling or plastering to make level, but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. If you have Central Heating Care plus Plumbing and Drains and Home Electrical Care Agreements with us, repairs to all gas-supply pipe work inside your Home, between your meter and any appliances (shown as red dots on the diagram on page 4). General Conditions apply (see section 5). The exclusions on page 29 and General Exclusions also apply (see section 7) Gas Appliance Care Annual Service Visit and repair of gas appliances, for example, fires, water heaters, wall heaters and cookers in your Home (shown in orange on the diagram on page 4). The appliances included under your Agreement will be set out in your Statement. Parts and labour as long as all the essential working parts are available and we have approved your appliance Gas Appliance Check An Annual Service Visit for gas appliances, for example, boilers, fires, water heaters, wall heaters and cookers in your Home (shown in orange on the diagram on page 4). Each of the appliances included in your Annual Service will be shown in your Statement. Should our engineer, whilst carrying out your Annual Service, deem your appliance as unfit for use, a charge will still be made for our engineer s visit in the event that your Agreement is cancelled. This Agreement does not include any repairs. You can choose to have extra work done, but you will have to pay for the parts (if available) and labour Boiler and Controls, Central Heating and Gas Appliance Care and Gas Appliance Check exclusions The following are not included in your Repairing damage caused by scale, sludge or other debris if we have told you on a previous visit (under any Agreement at the property) that permanent repairs, improvements or a British Gas Powerflush (or a similar cleaning procedure) are needed to help make sure your appliance or system works properly and you have not taken the recommended action. Repairing or replacing flues, including the flue terminal, that are over 1 metre in length. Repairing or replacing the flue, including the flue terminal for any open flue appliances. Repairing or replacing appliance flues that aren t part of your boiler. Any boiler over 70kW and/or not purpose built for domestic use. Pre-existing faults

16 11.7 Plumbing Care Repairs or replacements inside your Home if there are leaks or a mechanical failure (shown in purple on the diagram on page 4) to: hot and cold-water pipes from the mains stopcock inside your Home leading to your taps and garden taps (but not including the mains stopcock and taps themselves); your cold-water storage and expansion tank; leaking overflow pipes; standard ball valves and toilet siphon; pipes that burst as a result of cold weather; central heating water pipes if there is a water leak; radiator valves; hot-water cylinders (including unvented and pressurised), immersion heaters and washing-machine and dishwasher hot and cold flexible pipes (as long as they are installed to the manufacturer s instructions). Parts and labour for fitting standard replacement parts. Standard replacement parts may be different 11.8 Plumbing Care exclusions The following are not included in your Repairing or replacing taps. Repairing or replacing washers in taps. Repairing or replacing any steel pipes. Dealing with temporarily frozen pipes which have not resulted in confirmed damage. from the original, for example, using a standard flush handle to replace a gold-plated flush handle, unless you give us an alternative to use. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage means filling or plastering to make level, but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. Your Plumbing Care Agreement includes a Maintenance Inspection to check for water leaks on your pipe work, valves and hot-water cylinder. If you have Central Heating Care Agreement, we will carry out the Maintenance Inspection at the same time as your Annual Service Visit for your boiler and central heating system. If you do not have Central Heating Care Agreement, we will carry out your Maintenance Inspection, if you ask, once in every two Periods of Agreement. General Conditions apply (see section 5). Repairing or replacing the mains cold-water stopcock, water softeners, combined overflow and pop-up waste mechanisms, mechanical pumps, water filters, radiators, swimming pools, decorative garden features, rainwater pipes and guttering, waste disposal units, macerators such as Saniflo, and electrical units for toilets. Repairing water supply pipes. Accidental damage Plumbing and Drains Care You get all of the benefits and terms of Plumbing Care, plus the following: Drains Restoring flow by getting to and unblocking or repairing drainage pipes and waste pipes (shown in pink on the diagram on page 4), for example, unblocking sinks, waste and rainwater drains. This applies to pipes within the boundary of your property but only if you alone are responsible for the pipes. (This does not include public or shared drains even if these are within the boundary of your property). Parts and labour are included up to 1,000 (including VAT) for each repair to access your system and make repairs. General Conditions apply (see section 5) Plumbing and Drains Care exclusions These exclusions plus Plumbing Care exclusions (see section 11.8) plus General Exclusions apply (see section 7). The following are not included in your Repairing or replacing manholes, soakaways, septic tanks, cesspits, treatment plants and their outflow pipes. Regularly cleaning your drains and any de-scaling of your drains. Repairing or unblocking drains shared with another property or properties that are the responsibility of your water company. Repairing or unblocking drains outside the boundary of your property. Making access to drain system points of entry (such as manhole covers) where these have been built over. Repairing or replacing any steel pipes. Dealing with temporarily frozen pipes which have not resulted in confirmed damage. Removing, replacing or repairing any part of the drain which is damaged but does not result in a total blockage of the drain

17 11.11 Home Electrical Care The following are included in your Repairing electrical wiring and electrical fixtures (shown in blue on the diagram on page 4), both inside and outside your Home and outbuildings as long as those fixtures are fitted to the fabric of your buildings and situated within 10 metres of floor level (as long as the outbuildings supply is not connected to a separate electricity meter). This covers the fixed electrical wiring system and fuse boxes, including your central heating wiring, light switches, wall sockets, light fixtures, circuit breakers and transformers. Parts and labour are included for fitting standard replacement parts, for example we will replace all fittings with our nearest equivalent standard white plastic, brass or chrome-effect fitting unless you give us an alternative to use. Dealing with outside security and doorway lighting fitted less than ten metres above ground level. Repairing damage to wiring caused by rodents. However, this only applies if you do not leave the property unoccupied for a continuous period of four weeks or more Home Electrical Care exclusions The following are not included in your Repairing controls, pumps, detectors, timers and programmers. Repairing or replacing the mains supply up to the fuse box. Repairing the parts of the power supply between your Home and the outbuildings on your property that are outside of the buildings. Repairs to electric doorbells (not including door-entry systems), bathroom extractor fans and smoke alarms connected to the wiring of your Home. Repairs to your electric vehicle charging unit if we have installed it. Repairs following breakdowns to your solar photovoltaic panels and system if we have installed it. Costs up to 1,000 (including VAT) we would have to pay to get access to your system or appliance to make a repair (for example, pipes buried in walls or built-in appliances) and making good any damage caused by the work. Making good damage means filling or plastering to make level, but does not include any redecoration (this will be your responsibility). We do not include the cost of getting to your appliance if your system is not accessible due to a design fault. A Maintenance Inspection, if you ask us, of your electrical wiring and electrical fixtures once every two Periods of Agreement. Repairing or replacing wiring encased in rubber or lead. Repairing accidental damage. Repairing or replacing solar photovoltaic panels and installations caused by risks normally covered under household or other insurance (see General Exclusions, section 7) Kitchen Appliance Care The appliances that can be included under Kitchen Appliance Care are: automatic and tub washing machines; automatic washer-dryers, spin and tumble dryers and dishwashers; fridges, freezers and fridge-freezers; and cookers, ovens, hobs and microwave ovens (but not cooker hoods and extractors). Repairs, including parts and labour, of gas and electrical appliances inside your Home (shown in yellow on the diagram on page 4). The appliances included under your particular Agreement will be set out in your Statement. An appliance can only be included if it was bought in the United Kingdom, and new (and not reconditioned or second hand) at the time of purchase. It should also be in good working order at the start of your first Period of Agreement. Parts and labour as long as all the essential working parts are available. If we cannot repair your appliance, for example, because spare parts are no longer available to carry out the repair, the following will apply: If your Agreement relates to one appliance, we will refund the amount you have paid to us under this Agreement for the appliance we cannot repair (up to twelve months payments). If your Agreement relates to more than one appliance, we will refund the Kitchen Appliance Care exclusions The following are not included in your Pre-existing faults. amount you have paid to us under this Agreement for the appliances we are not able to repair (up to twelve months payments). If you have paid us in advance for the twelve months to come, but the affected appliance has been part of your Agreement for less than twelve months, we will refund your twelve months payments relating to that particular appliance as set out above. For details of the refund value for each type of appliance, please call A Maintenance Inspection, if you ask, of the kitchen appliances included under your Agreement once every two Periods of Agreement Complaints We will always aim to do our best. However, there may be times when things go wrong. If you have a complaint about any part of our service or your products, please phone us on or write to us at: British Gas Services, Customer Relations, PO Box 4394, Dunstable LU6 9LG Or, you can us at: We will try to deal with the matter immediately. However, if we can t, we will keep you regularly informed about the progress of our investigation. Accidental damage Malicious damage or damage as a consequence of misuse or abuse. Repairs to cooker hoods and extractors. Replacement appliance if we cannot repair

18 12. Using your personal information For the purpose of this section, our, us, we refers to British Gas. This section explains how we use the information, including sensitive information that we collect about you when you buy a product or related services from us. We will tell you if there are any significant changes to the information we collect and how we use it. We or our agents and our partners (including other Centrica Group companies such as those using the British Gas, Scottish Gas and Dyno Group brands) may use information about you to do the following: a) Provide you with the services you have asked for (which may include loyalty and incentive schemes we may run from time to time). b) Offer you accounts, services and products from us and our partners. To help us make these offers we may use an automatic scoring system. c) Help run, and contact you about improving the way we run any accounts, services and products we have provided in the past, we are providing now, or may provide in the future. d) Create statistics, test computer systems, analyse customer information, create profiles and create marketing opportunities (including using information about what you buy from us and how you pay for it and other British Gas products you hold). e) Help maintain your, and the members of your family or households, health, safety and security. f) As part of the process of selling one or more of our businesses. g) If we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes. h) As part of current or future legal action. i) As part of government data-sharing initiatives; for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity). j) To help manage any loyalty or rewards schemes. k) If you hold an insurance policy with us, to pass information to an insurer to manage your insurance policy (including underwriting and claims, to help develop new services and to assess financial and insurance risk). l) If you do not pay your debt, we may transfer your debt to another organisation and give them details about you. m) Help train our staff. We may also monitor and record any communication we have with you, including phone conversations and s, to make sure that we are providing a good service and meeting our regulatory and legal responsibilities. When we contact you, we may use any information we hold about you to do so. As a result we may contact you by , phone, text message or other forms of electronic communications (such as using smart meters) or by visiting you. If we are contacting you to tell you about any offers, we will, as far as possible, do this in line with your preference of communication with us for marketing purposes. You can ask us not to send you any information on our offers at any time by contacting us and giving us your account details. Occasionally we may have partners outside the European Economic Area (EEA). As a result your information may be transferred to countries that do not have the same standards or protection for personal information as the UK. However, how we collect, store and use your personal data will continue to be governed by this privacy statement. We may check your details with one or more credit-reference and fraud prevention agencies to help us make decisions about your capacity to pay your bills and the goods and services we can offer you. If you would like information about how we and the credit reference and fraud prevention agencies will use your information, you can find the full version online in our privacy policy at britishgas.co.uk If you give us information on behalf of someone else, you confirm you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described in this section. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document. You are entitled to have a copy of the information we hold about you and to have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you. For more information about this please contact our Privacy Team at: Lakeside West 30 The Causeway Staines TW18 3BY Or you can All references to British Gas apply equally to Scottish Gas in Scotland

19 Need an engineer? Call free on or visit britishgas.co.uk Contact us For all Agreement enquiries, call free on To switch your gas and electricity, call free on If you re moving house, call free on For great value on a new energy-efficient boiler, call free on If you would like this booklet in another format such as in large print, in Braille or on audio tape, please call If you are hard of hearing or have speech difficulties and use a textphone, please call MI225 MARCH _OL D00358 British Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. The Registered Office for British Gas group companies is: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. Both companies are registered in England and their company numbers are and

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