Maintenance Contract Overview
1.2 Breakdown job reporting. Job reporting form found at www.homeglowgasservices.com (preferred method) or alternatively call 0800 0862 212
2.2 Full cover – All parts and labour for boiler, controls (thermostats and time clocks), and central heating system.
3.2 Essentials package cover – All parts and labour for boiler and controls only (thermostats and time controls for the boiler), excludes central heating system.
4.2 Unlimited call outs – Each claim will include a £60 excess fee which will need to be paid before the engineer attends the property. This will be charged for every claim made. For boilers over 7 years old and includes fire and back boilers you will pay the first £75 of every claim.
5.2 Definitions (Full package cover) – Central heating includes, central heating boiler, gas supply from boiler isolation valve to the boiler, pump, motorised control valves, radiators and valves, cylinder and room thermostats, temperature, time and pressure controls, hot water cylinder, related pipework, feed, and expansion tank.
6.2 Definitions (Essentials cover) – Central heating boiler, gas supply from boiler isolation valve to the boiler, pump, motorised control valves, room thermostats, time and temperature controls.
7.2 Service Only Cover – This is simply just an annual service. No parts are included and will be additional to the visit. No emergency cover is included.
Homeglow Plumbing & Gas Services Ltd will always aim to do our best, but unfortunately there may be times when things go wrong.
If you have a complaint, in the first instance please contact Homeglow Plumbing & Gas Services Ltd by the following means:
0800 0862 212
28 Sunnybank Crescent
Homeglow Plumbing & Gas Services Ltd will try to deal with the matter immediately and keep you regularly informed about the progress of our investigation. We will write to you within two weeks with our response. If you have not received our response within 14 days, you may contact us directly.
This Contract replaces any previous Homeglow Plumbing & Gas Services Ltd Contract
These terms and conditions can be subject to change but Homeglow Plumbing & Gas Services Ltd will send amended copies to the customer.
Homeglow Plumbing & Gas Services Ltd will provide Breakdown Cover and/or Maintenance Cover for private domestic gas central heating and hot water systems; subject to the level selected by the customer. Please read the Maintenance Cover Contract overview for what is included in the selected Maintenance Plan by the customer.
1.3 Period of Maintenance Cover Contract remains valid until termination by Homeglow Plumbing & Gas Services Ltd or the customer; wherein 28 days’ notice in writing is required for any cancellation by either side. In the event of cancellation of the Contract within 12 months of its inception, Homeglow Plumbing & Gas Services Ltd reserves the right to charge, at standard rates, for any remedial work (maintenance, servicing, and repairs etc.) carried out.
2.3 You have a statutory right to cancel your Policy within 14 days of the purchase or renewal of the Contract or 14 days from the day you receive the Policy or renewal documentation, whichever is the later. If you cancel within 14 days of the First Policy Start Date, we will return the premium in full.
3.3 Contract and payment should be made by the payment method offered by Homeglow Plumbing & Gas Services Ltd. Please note that the monthly/annual price may change with inflation. Please note that you will be sent (by mail or email) any amended changes to the original Contract one month before the changes take place.
4.3 The Contract remains valid as long as payment is continued and remains subject to termination by appropriate notice from Homeglow Plumbing & Gas Services Ltd or the customer (1.3 Period of Maintenance Cover).
5.3 Start date. Your agreement begins when we process your application by filling in an inspection/defect checklist (section 6.3) and you honour the exclusion period (section 17.3).
6.3 Initial safety inspection. If you choose Essentials or full cover Central Heating Care, we will inspect your system or appliance (or both) to make sure they are safe and in good working order. Your Homeglow Plumbing & Gas Services Ltd Gas Service Engineer will fill in an Initial Safety Inspection/defect checklist to show you what he or she has checked. We will normally do this inspection within 28 days of the beginning of your agreement where possible but, as we give priority to breakdowns, it can be longer if we are busy. There will be a minimum payment of £78 if the boiler inspection/service reveals a problem and we have carried out a service to the appliance. If this is the case we may:
6.3.1 Tell you what work is needed and the cost to you for that work to be done.
6.3.2 Cancel the agreement and refund your money towards the maintenance plan (Excluding the cost of the service which is a minimum charge of £78 as highlighted in section 6.3).
7.3 We will normally carry out the service and safety inspection at the same time as the initial inspection/defect checklist. After that, we will normally carry out a service and safety inspection annually for each year of the agreement. We will aim to carry out the safety and maintenance inspection around the same time (section 16.3 boiler servicing) each year where possible, depending on our workload and your appointment preferences. As long as we can get into your home, we will always make sure that we check that your system is safe. You can also call us at any time to arrange or rearrange your safety and maintenance inspection.
8.3 The acceptance of a central heating system onto a Homeglow Plumbing & Gas Services Ltd Maintenance Plan does not imply that the system is installed to the relevant standards and Homeglow Plumbing & Gas Services Ltd will not accept any responsibility for any inadequacy arising from the original design or installation, and so makes no warranty as to fitness for purpose or condition. If a system is incorrectly installed or unfit for use, Homeglow Plumbing & Gas Services Ltd reserves the right to terminate the Contract. The Maintenance Plan is specific to the boiler installed in the property at the commencement of the Plan. Should the boiler be changed during the term of the Maintenance Plan, Homeglow Plumbing & Gas Services Ltd must be informed immediately in writing. Homeglow Plumbing & Gas Services Ltd reserve the right to terminate any Maintenance Plan, in this instance, without reimbursement of payment. Should a breakdown/repair/service be required on a boiler that has been changed since the commencement of the Plan without notification to Homeglow Plumbing & Gas Services Ltd, Homeglow Plumbing & Gas Services Ltd reserve the right to charge for any call-outs at Homeglow Plumbing & Gas Services Ltd standard rates.
9.3 For boilers over 7 years old and includes fire and back boilers you will pay the first £75 of every claim.
10.3 Homeglow Plumbing & Gas Services Ltd shall not be liable to fulfil its obligations under the Contract if subject to industrial dispute of Force Majeure.
11.3 Homeglow Plumbing & Gas Services Ltd may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Homeglow Plumbing & Gas Services Ltd may supply and fit replacement parts and components, which are adequate and equivalent but not necessarily identical as the defective parts.
12.3 Change of ownership of dwelling. If ownership of dwelling changes, the new owner of the dwelling shall retain the benefit of the Contract if desired by the new home owner so long as payments due are maintained and home owner details are updated in writing to Homeglow Plumbing & Gas Services Ltd. Refunds will not be available however, for the unexpired part of the Contract.
13.3 New parts and components will only be fitted where old ones are beyond reasonable repair. Homeglow Plumbing & Gas Services Ltd will be the sole arbiter as to the condition of components.
14.3 Noisy boilers. As boilers become older, for various reasons they may become noisy. Where age is the sole reason for noise Homeglow Plumbing & Gas Services Ltd do not consider this a fault and it is not covered under the Maintenance Contract. A charge will be made for any recurring call-outs relating to noisy systems, chargeable at Homeglow Plumbing & Gas Services Ltd current standard and weekend rates.
15.3 Unless caused by Homeglow Plumbing & Gas Services Ltd, we shall not be responsible for any loss or damage to property (including any cleaning needed) or any other type of loss caused by the system or appliance to which your Maintenance Cover relates breaking down, or being accidently damaged by you or leaking (for example, damage by furniture caused by water leaks). If access has been made to your system or appliance, we will fill in any holes and leave the surface level, but we will not replace the original surface or construction. Any redecoration or repair of damage that may be needed following our work is your responsibility, unless we have been negligent.
16.3 Boiler servicing. The service will usually be carried out during the period April to August inclusive. Homeglow Plumbing & Gas Services Ltd will not be obliged to carry out a service outside of this period, as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday. Where a condensing boiler is installed and the efficiency of the boiler is found to be reduced, predominantly caused by fouling of the heat exchanger, Homeglow Plumbing & Gas Services Ltd reserve the right to charge an additional cost to the standard service rate including charges for additional consumables.
17.3 Exclusion period. There is a three-month exclusion period for any call-outs on Maintenance Plans. If a customer renews before the expiry of the Contract, the exclusion period does not apply after the first year of cover.
18.3 Job reporting & response times. All boiler cover callouts will be prioritised over non boiler cover customers. Even though we will endeavour to get an engineer to you the same day we can’t guarantee this neither can we be held responsible for any inconvenience caused. Delays in response times may occur by engineer absences or high workload. There may be times when we will instruct authorised contractors to carry out work on behalf of Homeglow Plumbing & Gas Services Ltd.
1.4 Any inadequacy attributing to original installation or design of the system.
2.4 Homeglow Plumbing & Gas Services Ltd will not be held responsible for consequential damage or loss occurring as a result of a defect in the central heating system unless attributable to the negligence of Homeglow Plumbing & Gas Services Ltd. If attributable to the negligence of Homeglow Plumbing & Gas Services Ltd, notification must be given in writing with full details within fourteen days of the incident.
3.4 Any damage due to the failure of water, gas, or electricity supply.
4.4 Any work including descaling that may arise due to hard water scale deposits or aggressive water supply.
5.4 Mechanical breakdowns due to sludge build-up within the system. Removal of products of corrosion from within the system.
6.4 Should the main heat exchanger or heat bank fail, this will deem the boiler to be beyond economical repair.
7.4 Any damage or defect caused by lightening, frost, explosion, flood, storm, tempest, fire, impact, or other extraneous causes. Or any other risk normally insured under household or other insurances. Intentional risk taking, negligence, misuse, third party interference, or malicious or wilful action.
8.4 Domestic water supply from the hot water cylinder to and including taps and washers.
9.4 The replacement of decorative parts.
10.4 Replacement of internet controlled thermostats/devices.
11.4 Any adjustment of time and temperature controls, bleeding radiators, or pressurising sealed systems and relighting pilot lights.
12.4 The fabric of the building and any pipework or components including flues buried in it.
13.4 Pipework, components, and flues concealed under decorative flooring that cannot be accessed easily by the engineer. We can refuse to lift lino and carpets if we feel this cannot be carried out without damaging your floor covering. We may ask you to sign a disclaimer stating you give us permission to do so knowing that no claim can be made against Homeglow Plumbing & Gas Services if any damage is caused to your property or contents.
14.4 Any faults present at the time of signing the initial Contract. Any call-outs deemed to have been pre-existing to the commencement date of the Maintenance Plan and within the first three months of the Contract will not be covered and may incur a charge for the call-out and any parts required, at the current Homeglow Plumbing & Gas Services Ltd rates, variable to the day and time of the call-out.
15.4 Replacement of flues.
16.4 Heating appliances such as kick space heaters, fan assisted radiators, towel rails, designer radiators e.g. column radiators, school radiators, dual fuel kits, bay window radiators, immersion heaters, primatic cylinders, custom made cylinders, un-vented cylinders, and thermal stores.
17.4 Radiants and glass fronts on back boiler fires, gas inset fires, and decorative fires.
18.4 Cylinders with a volume greater than 40 gallons or 182 litres and boilers with a heat output greater than 40 kilowatts.
19.4 Consumer durables (e.g. batteries, filters, fuses, oil nozzles, and ignitors).
20.4 Removing asbestos associated with repairing the central heating appliance/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.
21.4 Commencing and/or continuing services where we reasonably consider that there is a Health and Safety risk including: the presence of; hazardous materials; infestations; or harassment of our personnel including verbal or physical abuse. We will not recommence work until the Health and Safety risk has been rectified to our satisfaction.
22.4 Noisy boilers. As boilers become older, for various reasons they may become noisy. Where age is the sole reason for noise Homeglow Plumbing & Gas Services Ltd do not consider this a fault and it is not covered under the Maintenance Contract. A charge will be made for any recurring call-outs relating to noisy systems, chargeable at Homeglow Plumbing & Gas Services Ltd current standard and weekend rates.