Eco gas boiler installation. Terms and conditions

Transcription

1 Eco gas boiler installation Terms and conditions

2 Contents 1. Introduction to your terms and conditions About our eco boiler scheme General conditions that apply to our agreements Are you eligible for a free boiler? Are you eligible for a subsidised boiler? Permission Your Quotation Notice of the right to cancel services Before we carry out the work During your installation After your installation About our products Your new gas boiler Warranties New or repaired gas-fired boiler warranty Warranties for other work Warranty Declaration Governing law Complaints Eligibility criteria Cooling off period express request to work form Cancellation form How to contact us Eco gas boiler Terms and Conditions

3 1. Introduction to your terms and conditions We have designed these products to provide a safe, high-quality service. It is important you read these terms and conditions carefully as they confirm the products you have and form the basis of your agreement with us. We, us and our means British Gas New Heating Limited, and you or your means the person named on the application and quotation for our services. Agreement means these terms and conditions along with any quotation we may give you. This agreement for the services sets out the entire agreement between you and us. It replaces all previous drafts, agreements, arrangements and understandings between us, whether written or spoken, relating to the services you have asked us to carry out. By continuing with the services, you agree that the following terms and conditions will apply to the work we carry out or the goods we provide. If anything is not correct or if you have any questions, please contact your relevant service centre. You can find contact details for our service centres on the back page of this booklet. 2. About our eco boiler scheme Our eco boiler scheme offers economical new boilers to eligible people living in domestic properties throughout the United Kingdom (excluding Northern Ireland and other geographical restrictions may apply) under the Home Heating Cost Reduction Obligation ( HHCRO ), part of the Energy Companies Obligation ( ECO ). ECO is aimed at providing support in the domestic sector, with a particular focus on vulnerable consumer groups and making homes more energy efficient. 3. General conditions that apply to our agreements 3.1 Are you eligible for a free boiler? To qualify for a free gas boiler replacement, you must: a. Be personally eligible based on financial criteria set out by the government from time to time. You will need to receive certain state benefits and have an income below the government threshold. A list of the current financial criteria can be found at the back of this document, b. Either own your property or rent your property from a private landlord, and c. Have a property assessment carried out by one of our assessors to check the efficiency of your current boiler. You will only qualify for a free boiler if your property is not energy efficient. This will be determined during the property assessment. We will ask you to provide information about your home and your personal circumstances to assess whether you meet the eligibility criteria. By giving us this, you are confirming that all information given to us is accurate and truthful. If you have deliberately given us any incorrect information, you will be responsible for paying for all work carried out and goods supplied. One of our accredited assessors will need to visit your home to carry out the property assessment. This will help us understand your property s suitability for a free boiler installation. We will either employ the advisor or they will be our agent. The assessment may include a technical survey of your home. To carry out the assessment, the assessor may also need access to all rooms in your property and certain other areas, such as the boiler, loft, basement, garden and so on. We will assume that access is available to both the inside and outside of your property at the time of the assessment. The assessor will record certain information for monitoring and compliance purposes and may also take pictures, for example of the appliances, boiler and electricity meter. The free boiler will be offered where a replacement will make the biggest savings on heating bills, for example in inefficient homes with high fuel costs. The benefit to heating costs is defined as the total amount that would be saved by replacing your boiler with a new, A-rated appliance. Eligibility is subject to boiler age and condition. We may use the Energy Saving Trust data matching service, whereby customer details will be shared with DWP to confirm eligibility. To confirm property ownership we will conduct a Land Registry search on the property. Eco gas boiler Terms and Conditions 3

4 Additional Cost - If the assessor finds that your property is already energy efficient then you will not qualify for a free boiler replacement, in which case you will be quoted a cost for a standard boiler. The standard boiler installation is defined as a boiler replacement in the same position excluding additional pipe work, extended flues, electrical upgrades or additional system components (such as pumps or controls). If your boiler needs to be repositioned, or involves replacing a back boiler with a combination boiler, this is not a standard job and you will be charged for the additional elements of the install at our usual rates. We will tell you at the time of the property assessment whether you qualify for a free installation, and if not, what the exact cost would be. If your application was through the Warm Up North Scheme, these terms and conditions will apply. 3.2 Are you eligible for a subsidised boiler? In some circumstances, you might not qualify for a free boiler replacement due to the energy efficiency of your property but you may qualify for a contribution towards the cost of a new boiler, meaning the cost of your boiler would be subsidised. Whether you qualify for a free or subsidised boiler will depend on how energy efficient your property is and the total heating costs you could save by having a new boiler. This will be determined during your property assessment. Please note that to qualify for a subsidised boiler, you will still need to meet the personal financial criteria explained in paragraph 3.1 above and either own or privately rent your property. 3.3 Permission Landlord s permission - If you are a tenant, we will need your landlord s permission before you can allow us to start the work. It is your responsibility to provide this. Listed buildings and planning permission - Your installation may mean you need to get some permission before we can carry it out. It is your responsibility to get the relevant permission. You can ask us if you have any questions about what permission you need, such as the following. a. You may need planning permission for your installation. If your property is in a conservation area or is a listed building, you need specific approval and it is your responsibility to let us know if this is the case. b. If you live in Scotland, your local planning authority should be able to help you. It is important you give out notices as soon as possible to avoid delays to your installation. c. If you are a tenant or leasehold owner, you will need the freehold owner s written permission before you can allow us to start work. If you are not the freehold owner, we will need evidence of the freehold owner s permission before we can start any work. We will not be responsible for any work you have asked us to complete if you have failed to get the permission needed from the freehold owner. d. Your installation may also need approval from Building Control. It is your responsibility to get the relevant approval. e. You may need to give notice to your building insurer before we start the installation. It is your responsibility to make sure you do this. We will not be able to go ahead with any work if you do not have the appropriate permission or where you are not able to give us enough evidence of that permission. We will not be legally responsible for any inability to go ahead as a result. If you fail to get necessary permission, you may be prosecuted in the criminal courts. If we carry out unauthorised work at your property and you have given us false or inaccurate information, you will compensate us for any losses we suffer as a result of your failure to get the necessary permission. This may include court fines or penalties. 3.4 Your Quotation Your quotation - The quotation is valid for 28 days from the time of our quotation. It assumes that your installation will take place within 90 days of you accepting our quotation, as long as you have all the permission necessary. After this time, your quotation may no longer be valid, but we will advise you if you need to get another quotation. If we reasonably decide that we may not be able to complete your installation before 31 March 2017 for reasons outside our control, we may change the quotation, after which you will have a further 28-day period to accept the quotation. The quotation does not include the cost of removing any dangerous waste material, such as asbestos, which we were not aware of when we made the original quotation and which we only became aware of when doing the work. It will be your responsibility to arrange for an approved contractor to remove any dangerous waste. You will also have to pay any costs involved in this. When you have had any asbestos removed, you must give us a copy of your clean-air certificate before we will do any further work at your property. Extra chargeable work - This is work which is not included in our free boiler scheme, but we can carry it out for you if you choose to pay for this such as any preparatory work needed before we carry out the 4 Eco gas boiler Terms and Conditions

5 installation. We will give you a quotation for the extra chargeable work and you will need to pay for this before we begin the installation. You must pay the quoted price for all work, including any extra chargeable work you have asked us to carry out, before we begin the installation. If there is an unreasonable delay in receiving this payment, we may cancel the proposed work. 3.5 Notice of the right to cancel services Notice of the right to cancel - you are entitled to cancel this agreement up to 14 days after the day any goods are delivered. This is called your cooling-off period During your assessment, we will give you an express request to work form. If you sign the express request to work form, you ve agreed that we can start work before your cooling-off period ends. If you cancel your agreement after work has started, we will charge you our reasonable costs for: a. any work already carried out; or b. any goods already installed in your property. You won t be able to cancel once work is fully completed or the goods have been installed in your property. We can take our costs from any deposit you ve paid or bill you for them. If you want to cancel this agreement during your cooling-off period, you can call us, us, or send us the attached cancellation form. You can find contact details for our service centres on the back page of this booklet. We will treat notice of cancellation to have been served when we receive it, or, in the case of , from the date it is sent to us. You can use the cancellation form attached to this agreement but you don t have to. You have the right to cancel the agreement if there is a significant change to the agreed timetable that is not your fault but considered to be in our control. We can cancel this agreement at any time by giving you written notice. If we cancel this agreement without good reason, we will pay you any reasonable costs you have to spend or losses you suffer as a direct result of our cancellation. 3.6 Before we carry out the work Before the installation, we will carry out a survey to assess whether your property is safe enough for the work to go ahead. Preparatory work - there may be some preparatory work needed at your property, such as scaffolding, or upgrading of pipework. We may be able to carry out the preparatory work for you at an extra cost. We will agree these costs with you before we start work. If we do any of this work for you, we will only be responsible for any unnecessary damage caused directly by our negligence. If we tell you that we cannot carry this work out, you can call a specialist contractor to do the work and you will then need to pay them for that work. The specialist contractor will need to do the work to our reasonable satisfaction. If there is any unreasonable delay in you arranging this work, we may cancel the proposed work. If we have recommended building or other work before the installation, the details and specification will be set out in your technical checklist and we will assume this work has been carried out before we start the installation. Any delays to the start of the installation as a result of this work not being completed will not be our responsibility. If we remove any rubble, the method we use will have been approved by a structural engineer. We accept no legal responsibility for any structural issues that arise at the property after your installation is complete, unless these issues arise as a direct result of our negligence. Gaining access - our engineers, assessors, technicians or inspectors will only work in your property if there is someone aged 18 or over at the property 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 work needed and you will need to arrange another appointment. We may also need you to give us reasonable access for work or ongoing maintenance of the improvements we have installed. This may mean we need to make several visits to your property. If you do not provide this access, it may affect our legal responsibility to complete the installation or to provide the warranty. If you refuse reasonable access, we may choose not to deal with the particular problem. We may need you to lift carpets or take up all or some other floor coverings, including - tongue-andgroove floor coverings and parquet hardwood, rubber or tiled floors, so we can complete the work. We will give you as much notice as possible if we need you to do this. You can call a specialist contractor to do this work or we may be able to do it for you at an extra cost. If we do any of this work for you, we will only be responsible for any unnecessary damage caused directly by our negligence and it will be your responsibility to put the flooring back once the work is completed. Eco gas boiler Terms and Conditions 5

6 Health and safety - we will not begin or continue services if we reasonably consider that there is a risk to health and safety, including if there are dangerous animals or materials or infestations on the site or if anyone harasses our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety. You may have to provide a reasonable amount of electricity and water to help us carry out the work (we will not pay for this). 3.7 During your installation Carrying out the work - one of our engineers or an authorised suitably qualified contractor will carry out the work. All installers that we use are fully qualified, and registered with either Gas Safe or OFTEC. They are also PAS20:30 accredited, and carry identity cards. We are responsible for the approved installers we use. Carrying out your installation - we will usually carry out all the work during our normal business hours, which are 8am to 6pm, Monday to Friday (no including public holidays). We may carry out work outside normal business hours if you agree to this. Your safety - our contractors will help you understand the safety procedures that will be in place while they carry out the work. You must follow this advice at all times until the contractors tell you there are no longer any safety issues. The installation work involves drilling, which will cause some vibration and dust. We will clean up any dust as far as is reasonably possible. However, before we start the work, you will be responsible for making sure that you move to a safe place all items likely to be affected. We will take all reasonable care to carry out the work without causing unnecessary damage to your property. We will take reasonable steps to cover any holes we drill through the outside walls of your property. While we will make good any damage directly caused by our negligence, you accept that the installation and related work may cause damage and that certain areas may need redecorating after the installation is finished. Redecoration will be your responsibility and is not included in the quotation. The time estimate for doing the work is our best estimate and we will make every reasonable effort to complete the work on time. We will not be responsible for any delays or losses if we cannot fulfil our side of the agreement for reasons which are beyond our control, such as fire, accidents, war, bad weather conditions, industrial disputes, strikes, lockouts which we are not directly involved in or discovering issues at the property. In these situations, we may agree to change the time estimates we originally gave you. We may need to temporarily switch off power, gas or water services while we complete your installation. We try to give you notice beforehand if we know we will need to do this, and we will restore services as soon as possible. We will not be responsible for any loss or damage associated with switching off services unless we have been negligent in the way we have carried out the installation. 3.8 After your installation Waste - once your installation has been completed, we will collect and remove all waste, packaging and equipment no longer needed from the property for recycling. If you have a back boiler, we will disconnect this and make it safe but we will not be responsible for removing or destroying it. Restoring the property - you may need to redecorate, repair or restore certain areas once the work is completed - this is not included in the price we quoted and you will be responsible for this. 4. About our products Your new gas boiler The boilers we install are gas-fired. You will need to have an adequate gas and electricity supply to your property before we can start the work. We can put you in touch with a gas or electricity distribution company to arrange this if you need us to. We will test your water-supply pressure before we start work. As water-supply rates can change, we cannot be responsible for your central-heating system failing to work properly because your water supply becomes inadequate or keeps changing, unless we were negligent in how we tested your water pressure. We will take care to carry out the work without causing damage to your property. If we cause unnecessary damage because of negligence, we will put it right. Sometimes the work means we have to create access if there is not enough pipework or wiring in place to install the boiler, and this can cause damage to things like inside and outside finishings such as wall coverings and paint. You may need to redecorate, repair or restore certain areas once the work is completed - this is not included in the price we quoted and you will be responsible for this. 6 Eco gas boiler Terms and Conditions

7 If we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts of your existing system that later develop faults, unless we have been negligent in not realising that this damage to your existing system would happen or unless the way we carried out the work was negligent and this caused the fault. Earthing - if the safety earthing arrangements in your property do not meet the standards set out in the current Institute of Engineering and Technology regulations, we will tell you what work is needed to correct any problem. The engineer on site will decide whether work can go ahead. Any work recommended to put things right is an extra cost. We will agree beforehand with you how much this will cost. Appliance flues - repairing or replacing appliance flues is not included. There will be an extra charge for clearing blocked flues, which we will agree with you beforehand. Existing cylinders - if we replace an existing cylinder, we will do our best to reinstall your immersion heater if it is possible. If necessary, we will agree any extra costs with you beforehand. 5. Warranties Guarantees and warranties - we will guarantee to repair or replace our workmanship for 12 months from the date that the installation is completed. You will also receive the benefit of any product warranties or guarantees provided by the manufacturer of the materials used during your installation. These guarantees do not affect your legal rights under the Consumer Rights Act 2015 and any laws that replace it. You can contact your local authority trading standards or Citizens Advice if you need more information about this. The warranty we provide you with does not include: a. repairs identified or needed due to design faults in your current system at the time of the agreed work being carried out; b. any improvements which are needed to your heating or plumbing system or electrical installation, or any work needed to bring your system or installation up to current standards; or c. getting to your system (materials and labour) - for example, pipes or wiring buried in walls or built-in appliances. We can withdraw from this agreement if, after closely examining the structure, our installers decide it is not suitable or that safe access to any part of the structure is not possible using the equipment we normally use. If we carry out only part of the agreement, we will make our standard charge for the work actually carried out. Your rights - the rights in relation to any warranty we give you apply as well as and do not affect your legal rights under the Consumer Rights Act You can get advice about your rights from a citizens advice bureau or from Trading Standards. Our legal responsibility - we accept full legal responsibility if we act negligently and this results in death or personal injury, or if we act fraudulently. If you suffer any loss or damage, we will not pay more than 1,000,000 for each event that causes you loss. Or, if there are a number of connected events that cause you loss, we will not pay more than 1,000,000 in total for these events. We will not, under any circumstances, be responsible for: a. any financial loss or damage, for example, loss of profit, income, business, contract or goodwill; or b. any loss which, when we made this contract with you, we would not reasonably have expected to happen even if we, our employees, subcontractors or agents did not follow these terms and conditions. 5.1 New or repaired gas-fired boiler warranty If we replace a gas boiler, you will benefit from our Homecare Central Heating Care Boiler and Controls Care one-year warranty, at no cost to you, which begins from the date we complete the installation. Your Homecare Central Heating Care Boiler and Controls Care gas replacement warranty does not include a yearly service visit. If we repair a gas boiler, you will benefit from our Homecare Central Heating Care Boiler and Controls Care two-year warranty, at no cost to you, which begins from the date we complete the repair. If your gas-fired boiler breaks down within the first 28 days after we have installed it, please contact your service centre. We will ask our installers to return to fix the fault. Homecare Central Heating Care Boiler and Controls Care terms and conditions will apply to the warranty. We will provide you with a copy of the terms and conditions when we set up your Homecare Eco gas boiler Terms and Conditions 7

8 Central Heating Care Boiler and Controls Care warranty after the installation. If there is any difference between these terms and conditions and the Homecare Central Heating Care Boiler and Controls Care terms and conditions, these terms and conditions will apply (but only to the area where there is any difference). You will have the option to buy extended cover at the end of this period for your boiler or your full system. If you are currently an existing British Gas HomeCare customer, we may offer you the option of continuing on your current plan and paying a reduced contribution towards the energy-efficient products we install for you. You will also benefit from the manufacturer s warranty. We recommend you arrange an annual service visit for the boiler maintenance warranty. If you move out of the property where your boiler is installed, the warranty will not transfer to your new address but will stay with the boiler. Your HomeCare Boiler and Control Care warranty does not cover any problems arising after we have installed the boiler due to negligence, accidental damage, misuse of the boiler or system or any repair to the boiler or system other than those carried out by the installer or by British Gas. Your HomeCare Boiler and Control Care warranty does not cover the following. a. Removing sludge or hard-water scale. b. Repairing damage caused by scale, sludge or other debris if we have told you 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. c. Repairing or replacing appliance flues other than room-sealed appliance flues (up to one metre long). This does not include flue terminals that are not a part of the flue system. d. Repairing or replacing flues, including the flue terminal, that are over one metre long. e. Repairing or replacing the flue, including the flue terminal for any open-flue appliances. f. Repairing or replacing appliance flues that aren t part of your boiler. g. Any boiler over 70kW or not purpose-built for domestic use. h. Pre-existing faults. If you want to claim under this warranty, please contact us on Phone lines are open 24/7. We may monitor and record calls for quality purposes. 5.2 Warranties for other work Any extra chargeable work we may install (such as radiators or reflector panels) will be covered by the manufacturer s warranty. If we install a full heating system, all pipework will be covered by our installers for 12 months. After we have carried out the installation, we will give you details of who to contact if the system breaks down (depending on the fuel you have chosen). 5.3 Warranty Declaration To my knowledge no one has been charged for this warranty. The person providing this warranty has explained what it does and does not cover. Signature: Print name: Date: Wording set by the Office of the Gas and Electricity Markets. 8 Eco gas boiler Terms and Conditions

9 6. Using personal information How we ll use and protect our information about you this section explains how we use the information we collect about you in your dealings with us some of which will be classified as sensitive under the Data Protection Act. We ll meet the standards set out in this clause whether or not you become a customer. We collect information about you in a number of ways. For example, you might give it to us, we might collect it through our dealings with you, or it might be collected from our devices such as smart meters. We might also get it from companies that offer databases of information, like credit-reference agencies. If we significantly change the information we ask for, or the way we use it, we ll tell you. We and our agents can use your information to do the following. a. Give you the services you ve asked for, which can include loyalty and incentive programmes. b. Offer you services, accounts and products, again including loyalty and incentive programmes. We can use an automated scoring system to help us choose what to offer you. That system uses information from credit-reference agencies and other companies. c. Contact you to ask how we can improve the way we manage your account and provide you with services. d. Create statistics, test computer systems and do analysis. The information and analysis can include details about you and your household, your income and your lifestyle. It can also include the way you use energy. We can use our analysis to create profiles and marketing opportunities. e. Help prevent and detect debt, fraud and loss. f. Help us keep you, your family and your household healthy, safe and secure. g. Help us train our staff. h. Contact you in any way about products and services we (and our selected partners) are offering. This can be by , phone and text message, as well as any other form of electronic communication (such as through your smart meter if you have one). It can also include visiting you. We can monitor and record any of your communications with us, including telephone conversations and s, to make sure we re giving you a good service and meeting our regulatory and legal responsibilities. We can use any of our information to contact you. We can contact you by post, , phone, text message or any other kind of electronic communication (such as through your smart meter if you have one). We can also visit you. If we contact you to tell you about offers, when possible we ll do it the way you ve told us you d prefer to get marketing information. If you no longer have an account with us, or if you don t use our products any more, we can still keep your information. We can then contact you to tell you about offers, from us and other companies, that might interest you. Sharing your information with other organisations We can let other people and organisations use our information about you. The other organisations include other Centrica group companies, such as those using the British Gas, Scottish Gas and Dyno Group brands. Some of the information you have provided to British Gas ( your personal information ) may be disclosed to Ofgem as Administrator of ECO2. Ofgem is the Office of Gas and Electricity Markets. Further information about Ofgem can be found at: Ofgem may use your personal information to determine whether a supplier is achieving its obligations under the scheme and to comply with its own statutory duties. Ofgem is required to disclose your personal information to the Secretary of State. Ofgem may also provide the installer of your measure, on request, confirmation of whether the measure has been notified to Ofgem. Ofgem may seek to verify your personal information by contacting you directly or by checking it against existing Government records. Ofgem will also share information about your measure(s) to help ensure that work is carried out to the requisite standard(s) and in accordance with the requirements of the scheme. As such, information may be shared with the appropriate industry/accreditation/certification body as required. If you would like to know more about what information Ofgem holds about you, or the way it uses your information, full details of Ofgem s ECO Privacy Policy can be found at: You can also contact Ofgem directly at: eco@ofgem.gov.uk or 9 Millbank, London, SW1P 3GE. Eco gas boiler Terms and Conditions 9

10 We and those other people and organisations can use information about you for the following purposes. a. To provide services you ve asked for. This can mean giving information to members of your family or household. It could also mean giving information to anyone acting on your behalf, other people who might be interested, or those who introduced you to British Gas (such as a landlord or letting agent). b. As part of the process of selling one or more of our businesses. c. To help prevent and detect debt, fraud or loss. This can include giving information about you to a creditreference agency. The clause below describes this in more detail. d. To transfer some or all of a debt you have to another organisation. e. To provide information for legal or regulatory purposes (for example, if Ofgem, another regulator or a lawyer asks for it). f. In any current or future legal action. g. To take part in any data-sharing initiatives run by the Government, regulators or the industry (for example, initiatives meant to reduce fuel poverty, where people can t afford to pay for heating and electricity, or those to help groups of vulnerable customers). h. To help manage loyalty or reward programmes. i. To help an insurer manage your insurance policy, if you have one with us. The insurer can use the information for underwriting and claims, to help develop new services, and to assess financial and insurance risk. Some of our work might be outside the European Economic Area (EEA), and so might the people or organisations we share your information with. That means your information could be moved to countries that don t have the UK s standards or protection for personal information. If that happens, we ll make sure there are adequate safeguards. We ll still collect, store and use your personal information the way we explain here in this section. We may pass your address, property details and postcode, and details of your installations (including details of any repairs or removals) to organisations that supervise these activities, including Gas Safe (previously CORGI) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for healthand-safety purposes. Where appropriate, we will give you, the landlord or the freehold owner (or all of these) a certificate to show that your appliances and so on meet building regulations. We can check your details with credit-reference and fraud-prevention agencies, and they might give us an idea of your income or circumstances. We carry out these checks to help us decide whether there s a risk that you won t pay your bill. It also helps us make decisions about the goods and services we can offer you. We take part in a data-sharing programme (a programme of sharing information) managed by the creditreference agencies. If you d like more information about this, you can find it at britishgas.co.uk/credit- Referencing. Or you can phone us on and we ll send you a leaflet. Here s a brief guide to how we along with credit-reference and fraud-prevention agencies use your information. a. We ll ask the agencies for information about you and all the people you are applying with. If it s a joint application, and you re giving information about other people, you need to make sure they agree that we can share their information with the agencies. If you give us false or inaccurate information and we suspect fraud, we ll pass your details to credit-reference and fraud-prevention agencies. The information might also go to law-enforcement-agencies (such as the police and HM Revenue & Customs). b. We and other organisations can look at information about you that credit-reference and fraudprevention agencies have given us. We can use this information to, for example: i. check details on applications you make for credit and credit-related services; ii. check your identity; iii. prevent and detect fraud and money laundering; iv. manage credit and credit-related accounts or services; v. recover debt; vi. check details on applications and claims for all types of insurance; and vii. check details of employees and people applying for jobs with us. 10 Eco gas boiler Terms and Conditions

11 c. When we ask credit-reference agencies to do a search about you, they ll record this on the credit file they keep about you. They ll do that whether or not we go on to supply you with gas or electricity (or both). d. We ll give credit-reference agencies information about your account with us and how you manage it. The agencies will record that information. If you ve got an account with us and you don t pay us any money you owe, in full or on time, credit-reference agencies will record the debt. They might give that information to other organisations and fraud-prevention agencies to carry out similar checks, find out where you are and deal with any money you owe. The credit-reference agencies keep records for six years after: i. your account s closed; ii. you pay the debt; or iii. someone takes action against you to recover the debt. e. We and other organisations might see (and use) information that the fraud-prevention agencies have received from other countries. f. If you want to see what information credit-reference and fraud-prevention agencies hold about you, you can contact the following agencies currently working in the UK. The information they hold may not be the same, so it is worth contacting them all at the addresses below. They will charge you a small fee. Call Credit Consumer Services Team PO Box 491 Leeds LS3 1WZ Phone: Website: Experian Consumer Help Service PO Box 8000 Nottingham NG80 7WF Phone: Website: Equifax Plc Credit File Advice Centre PO Box 1140 Bradford BD1 5US Phone: Website: Information about suspected fraud If you give us information on behalf of someone else, you confirm you ve given them the information in this document. You also confirm that they ve given permission for us to use their personal information as we ve described here. If you give us sensitive information about yourself or other people, you agree we can use that information as we ve described in this contract. That sensitive information could include, for example, health details or details of household members criminal convictions. If you give us sensitive information about someone else, you confirm that they have agreed we can use the information as we ve described in this agreement. Right to audit We will need to pass on information related to the installation to the Office of Gas and Electricity Markets (Ofgem) or other organisations who may deal with the Government s Energy Company Obligations scheme. In a small number of cases, to check on quality, extra visits by either us, an approved person working on our behalf, Ofgem or an agency working on their behalf may be needed either before, during or after the installation. We will give you reasonable notice if this applies. How you can see the information we have about you You re entitled to a copy of the information we hold about you, and to ask us to correct any inaccurate information. We can charge you a small fee for providing a copy of the information we hold. For more information, please contact our Privacy Team by writing to them at: Lakeside West 30 The Causeway Staines TW18 3BY. Or, you can CentricaDataProtection@Centrica.com 7. Governing law The terms and conditions for our agreement 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. Eco gas boiler Terms and Conditions 11

12 8. Complaints Contacting us if you want to make a complaint, you can contact us by , phone or by post to the contact details shown under How to contact us. We will always try to deal with your complaint as soon as we receive it. If we can't, we will aim to send an acknowledgement within 48 hours, telling you who is dealing with the matter. We will work hard to deal with the problem as quickly and efficiently as possible. If your complaint is complicated or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by phone or in writing, while we do so. Our phone lines are open Monday to Friday 9am to 7pm, except for any public holidays. We may record or monitor calls for quality assurance and compliance purposes. British Gas New Heating Limited. Registered in England & Wales: No Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD britishgas.co.uk 9. Eligibility criteria Home Heating Cost Reduction Obligation ( HHCRO ) Current financial eligibility criteria which can change. Updated on 1 December 2015 You or someone in your household may qualify under the HHCRO scheme if you receive any one of the following: State Pension Credit Income Support as well as: having parental responsibility or receiving one of: child tax credit with a disabled element or disability premium or disability child premium or pensioner premium Income Based Job Seeker s Allowance as well as: having parental responsibility or receiving one of: child tax credit with a disabled element or disability premium or disability child premium or pensioner premium Income Related Employment and Support Allowance as well as: having a work-related activity or support component or having parental responsibility or receiving one of: child tax credit with a disabled element or disability premium or disability child premium or pensioner premium If you have an income less than 16,010 per year, not including benefits and you receive: Child Tax Credit Working Tax Credit as well as: having parental responsibility or in receipt of a disability element or are aged 60 years or older If you receive Universal Credit and your monthly earned income, in any twelve preceding assessment periods, does not exceed 1,250 as well as: having parental responsibility or has limited capability for work or receiving one of: a disability living allowance or personal independence payment 12 Eco gas boiler Terms and Conditions

13 Parental responsibility includes being responsible for a child under 16, or between 16 and 20 in full time education who resides with you Whether you qualify for a free boiler or a subsidised boiler will be decided at the time of your property assessment. Eco gas boiler Terms and Conditions 13

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15 Cooling-off period express request to work form I am aware that I can cancel up to 14 days after the day the goods are delivered (the cooling-off period). I give permission for the installation to start during the cooling-off period. I am aware that if I cancel, I will have to pay your reasonable costs for any work carried out or goods installed before I cancel. Name: Address: Signature: Date: British Gas is a trading name of British Gas New Heating Limited, a Centrica company. Registered in England and Wales No Registered Office: Millstream, Maidenhead Road, Berkshire SL4 5GD britishgas.co.uk Eco gas boiler Terms and Conditions 15

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17 Cancellation form If you want to cancel this agreement during your cooling-off period, you can do so by filling in and returning this form. You can or post the form to the address provided. You can also call us on the number shown in your terms and conditions. To: British Gas New Heating Limited I want to cancel my agreement for services. Name: Address: Signature: Date: British Gas is a trading name of British Gas New Heating Limited, a Centrica company. Registered in England and Wales No Registered Office: Millstream, Maidenhead Road, Berkshire SL4 5GD britishgas.co.uk Eco gas boiler Terms and Conditions 17

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20 10. How to contact us Eco Boiler Team Number One Waterfront Avenue Edinburgh EH5 1SG Mon Fri 9am 7pm 20 Eco gas boiler Terms and Conditions