Terms & Conditions
- Our Commitment to you
- Gas services
- Plumbing services
- Electrical services
- Initial Safety Inspection
- Safety and Maintenance Inspections
- Landlord’s Safety Records
- Gaining access to your property
- Cancellation
- Minimum charges
- Safety advice
- Spare parts
- Labour
- Using personal information
- Third-party rights
- Our responsibilities
Our Commitment to you
We aim to provide a safe, high-quality service to repair and maintain the equipment included in this agreement. If you have any questions or concerns about your agreement, please contact us on 0800 1694965.
Summary of your agreement
What the agreement provides
- Labour and parts for repairs, depending on the level of service you have chosen.
- One gas safety certificate CP12 and Maintenance Inspection in every year of your agreement for Central heating, Boiler and controls, and Gas Appliance Check (up to 3 appliances). Please read the section called ‘Safety and Maintenance Inspection’ for full details.
- No limit to the number of call-outs to carry out work included in your agreement.
- Priority service.
- Getting to your system providing access is regularly available.
- A customer helpline available.
- Advice about your system from our engineers.
Inspector Gas-Elec HomeSafe & Landlordcare options
We base your agreement on the Inspector Gas-Elec HomeSafe & Landlordcare options you choose The diagram in this leaflet will give you guidance on what you can expect from each service option.
You should also read the ‘General exclusions’ section.
1. Gas services
A. What is included:
1. Central Heating Care
This service is for maintaining and repairing a single wet (using water) gas central heating system in your home and includes the following:
- A Safety and Maintenance Inspection of your boiler and system (except electric boilers and parts of the system that aren’t easy to get to). Please read the section ‘Safety and Maintenance Inspection’ for full details.
- Labour and parts if your system needs repair.
- If it is not possible to repair your boiler or you choose to replace it at any time (however old it is), as a central heating customer, you are entitled to a discount on the cost of installing a boiler if you choose us to replace it.
If you have not had any repairs carried out and you have had an agreement for more than two years, you will qualify for discounts.
There is no age limit on your boiler and it does not matter who installed it, as long as all the essential working parts are available and we have approved it.
2. Boiler and controls
This is the same as Central heating, except that the labour and parts are for the boiler and controls only.
3. Gas Appliance Check
This service is for maintaining boilers, fires, water heaters, wall heaters and cookers in your home.The service includes one Safety and Maintenance Inspection of your appliance in every year of your agreement. However, it does not include labour and parts for a repair. You can choose to have extra work done, but you will have to pay for it.
4. Internal gas supply
We will repair all gas-supply pipework inside your home, between your meter and any appliances as long as you have Homesafe or LandlordCare Gold. (You cannot buy the internal gas supply service on its own.)
Legal requirements
By law, landlords must have gas appliances in properties they let checked for safety every 12 months. They should also hold a Gas Safety Record as proof.
B. What is not included?
Removing sludge or hard-water scale from the boiler or system (see the ‘PowerFlush’ section under ‘Additional information’).
- Replacing your boiler unless previously installed by us within the last six years.
- Repairing or replacing appliance flues that aren’t part of your boiler.
- Repairing or replacing parts of your central heating system and controls that are specifically designed for piped or electric underfloor heating.
You should also read the ‘General exclusions’ section.
2. Plumbing services
A. What is included:
Under this service, inside your home we will provide materials and labour to repair or replace:
- hot and cold water pipes from the mains stopcock leading to your taps (excluding garden taps);
- your cold water storage 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;
- immersion heater elements;
- washing-machine and dishwasher hot and cold flexible pipes (as long as they are installed to the manufacturer’s instructions).
This service includes a Maintenance Inspection to check for water leaks on your internal pipework, valves and hot water cylinder once every year in which you hold this agreement with us.
If you are a Homesafe or LandlordCare Gold customer, this service includes a check for water leaks on your internal pipework, valves and hot water cylinder every year (at the same time as your Safety and Maintenance Inspection for your central heating system).
B. What is not included?
- Repairing or replacing taps and washers in taps.
- Repairing or replacing the mains cold water stopcock, water softeners, shower pumps and mixer valves, combined overflow and pop up waste mechanism, mechanical pumps, water filters, radiators, swimming pools, decorative garden features, rainwater pipes and guttering, macerators such as Saniflo, and electrical units for toilets or Showers.
You should also read the ‘General exclusions’ section.
3. Electrical services
A. What is included:
This service is for maintaining and repairing electrical wiring and electrical fixtures inside your home. It is for:
- the fixed electrical wiring system (inside your home and inside outbuildings as long as it has been correctly installed); and
- fuse boxes, light switches, wall sockets, light fixtures, circuit breakers and transformers.
This service includes:
- labour and parts for repairs;
- one Maintenance Inspection every year in which you hold this agreement with us;
- fitting standard replacement parts, for example, we will replace a brass switch with a standard equivalent such as a white plastic switch.
B. What is not included?
- Repairing controls, pumps, detectors, timers and programmers.
- Repairing or replacing the mains supply.
- Repairing the power supply between your home and the outbuildings on your property.
You should also read the ‘General exclusions’ section.
Initial Safety Inspection
If you choose Homesafe & LandlordCare Bronze, Silver, Gold we will inspect your gas central heating system or gas appliance (or both) to make sure they are safe and in good working order. Your Inspector Gas-Elec service engineer will fill in a safety inspection checklist to show you what he or she has checked. We will normally do this inspection within 14 days of the beginning of your agreement where possible. However, as we give priority to breakdowns, it can be later if there is a lot of demand for our services. If the inspection reveals a problem, we may:
- tell you what work is needed and what it will cost you for that work to be done;
- offer you an agreement from the section ‘Gas services’, which will not include the parts causing the problem; or
- cancel the agreement and refund your money.
We will not carry out an initial inspection if we have already carried out a Safety and Maintenance Inspection at the property within the last 12 months.
Safety and Maintenance Inspections
We will normally carry out the first Safety and Maintenance Inspection for gas options at the same time as the initial inspection.
If we do not carry out an initial inspection because we have already carried out a Safety and Maintenance Inspection at the property within the last 12 months, we will normally arrange for your first Safety and Maintenance Inspection 12 months from the date we last inspected the system or appliance.
After that, for the gas options, we will carry out a Safety and Maintenance Inspection once in every year of your agreement. We will aim to carry out the Safety and Maintenance Inspection around the same time each year where possible. This will depend on our workload and your preference for an appointment. As long as we can get into your home, we will always make sure we check that your system or appliance is safe. You can also call us at any time to arrange or rearrange your Safety and Maintenance Inspection.
For electrical and plumbing options we will aim to carry out a Maintenance Inspection once in every year of your agreement.
For Plumbing and up to 3 times a year for Electrics. This will depend on our workload and your preference for an appointment.
Landlord’s Safety Records
We can carry out the inspections that are needed at the same time as the Safety and Maintenance Inspection. We will only check and issue a Gas Safety Record for the appliances that are included on either your Homesafe & LandlordCare Bronze Silver or Gold Gas Appliance Check (whichever agreement applies). We can inspect for safety or service any other gas appliances in the rented property for an extra cost. After the inspections on the gas appliances, we will then give you a Gas Safety Record showing that we have done a safety inspection, which will include details of any faults we have found and any repairs that are needed. If you or we cancel your agreement after we have provided a Gas Safety Record, we will not refund our fee for providing the Gas Safety Record.
Gaining access to your property
We will let you know when it is time to carry out an inspection. It is your responsibility to arrange appointments and to let us into your property if that property is your main residence. If the property is a let property, you must inform us of your tenants name and contact details so that we can make arrangements with them for access. If we cannot gain access to your property, we will be unable to carry out the necessary work. If this happens, we will tell you so that you may arrange another appointment. If you do not arrange an appointment or we cannot gain access, your agreement will continue even though we have been unable to carry out the inspection. If, after several attempts, you have not made an appointment or we still cannot gain access, we may cancel your agreement. We will tell you in writing if this is the case.
Cancellation
We may cancel your agreement in the following circumstances:
- If you have given false information.
- If you do not make an agreed payment.
- For gas options, if:
– we find something wrong at the initial safety inspection; or
– we have advised you that permanent repairs or improvements are needed to make sure your appliance or system works properly, and you do not follow our advice within a reasonable period. This advice may include replacing your boiler or system. - If we are not reasonably able to find parts to keep your system or appliance working safely.
- If circumstances arise (including health and safety issues) which make it inappropriate for the contract to continue.
- If we give you reasonable notice that we are going to cancel.
If we cancel your agreement, we will:
- for gas options, give you a full refund if we find something wrong at the initial safety inspection; or
- give you a refund based on how long is left of any 12-month cash, cheque, credit card or debit card payment you have already made.
If we cancel your agreement because we have told you that permanent repairs or improvements are needed, we may offer you another agreement with us, for example one which will not include the parts causing the problem, or does not include the cost of repairs to your system or boiler.
You may cancel your agreement in the following circumstances.
- If it is within seven working days starting from the day after you receive written confirmation of your agreement with us and you will receive a full refund of any money paid (unless we have carried out an inspection or repair, in which case minimum charges will apply. Please read the section ‘Minimum charges’ below).
- If it is within one month after us letting you know about changes in prices or terms and conditions or if we fail to do something which we should have done. In this case, you will receive a refund based on how much time is left of the relevant 12-month period or, if you agree, we will put things right and continue the contract. If you cancel in these circumstances, the ‘Minimum charges’ below do not apply.
If you pay each year in advance (by cash, cheque, credit card or debit card) instead of by monthly standing order and cancel the agreement during that year, we will give you a refund based on how long is left of any 12-month advance payment. This will depend on any deduction we may make under the ‘Minimum charges’ below. If you pay by monthly standing order, you will not receive a refund of any payment you have made, and your agreement will run until your payment runs out. If we have given you a Gas Safety Record, we will not refund our charges for this record.
Minimum charges
Unless you cancel your agreement as described in the ‘Cancellation’ section above, if you cancel your agreement, we may charge you an amount to bring your payments, in the last 12 months, up to the amount set out in the table. This will depend on when you cancel. The minimum charge covers the costs we have had to pay but which we have not yet reclaimed at the point you cancel. It includes things such as our costs of carrying out inspections, dealing with breakdowns, our organisational costs or the costs of dealing with your agreement with us (or all the above).
| For HomeSafe & Landlord Care Bronze, Silver, Gold, customers | Minimum charge |
|---|---|
If you are in the first year of your agreement or we have carried out a breakdown repair or supplied a Gas Safety Record (CP12) or Electrical Inspection in the last 12 month period. |
Up to £200 |
| If you are a customer in the first year of your agreement. | Up to £140 |
Safety advice
We may advise you that permanent repairs or improvements are needed to make sure your appliance or system works safely (for example, to comply with gas safety regulations). If you do not follow our advice, it may mean that we are unable to fulfill all of our obligations 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 the agreement (see 'Cancellation').
Spare parts
If we do not carry the spare parts your repair work needs on the day, we use a selection of approved core suppliers. This means we can get hold of most items the following working day. We may use other approved parts or parts that have been reconditioned by the original manufacturer.
Labour
One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work.
Using personal information
Information you provide or we hold about you (whether or not under our contract or contracts with you) may be used by us or our agents to:
- identify you when you contact us;
- help identify accounts, services and products which you could have from us from time to time (we may do this using an automatic scoring system, which uses the information you have provided, any information we hold about you and information from other agencies, including credit-reference agencies);
- help run, and contact you about the improved running of, any accounts, services and products we have provided before, or provide now or in the future (we may contact you by email or text message if you have given us these contact details);
- create statistical and testing information and carry out marketing analysis and customer profiling (including using information about what you buy from us and how you pay for it, for example usage rates and any discounts we have offered you – these are examples only and not a complete list);
- help to prevent and detect fraud or loss.
- contact you in any way (including mail, e-mail, phone, visit, text or multimedia messages) about products and services offered by us and selected partners.
We may allow other people and organisations to use information we hold about you:
- to provide services you have asked for;
- as part of the process of selling any part of our business;
- if you have failed to pay us, in which case we may transfer your debt to another organisation and provide them with details about you and that debt;
- if we have been asked to provide information for legal or regulatory purposes; or
- as part of current or future legal proceedings.
We may pass your address, property and postcode, and details of your gas appliances, flue, hot water cylinder, system controls and electrical installations (including details of any repairs or removals), to organisations that supervise these activities including CORGI (Council of Registered Gas Installers) 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 health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and so on meet building regulations.
We will check your details with one or more credit-reference and fraud-prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you. We have given a brief guide to how we, the credit-reference and fraud-prevention agencies will use your information below.
We will search at credit-reference and fraud-prevention agencies for information about you and all the people you are applyingwith – if you are providing information about others on a joint application, you must make sure they agree that we can use their information to do this. If you provide false or inaccurate information and we suspect fraud, we will pass your details to credit-reference and fraud-prevention agencies. Law enforcement agencies (for example, the Police and Her Majesty’s Revenueand Customs) may use this information.
We will use the information provided to us by credit-reference and fraud-prevention agencies to;
- help make decisions about credit or credit-related services for you and anyone applying with you;
- check your identity;
- prevent and detect fraud and money laundering; and manage your account.
When credit-reference agencies receive a search from us they will record this on your credit file whether your application is successful or not.
We and other organisations may also use this information to prevent fraud and money laundering, for example when:
- checking details on applications for credit and credit-related services;
- managing credit and credit-related accounts and services;
- recovering debt;
- checking details on applications and claims for insurance; and
- checking details of employees and people applying for jobs.
Third-party rights
Nobody other than you will be able to benefit from this agreement, which cannot be passed to someone else without our agreement.
Our responsibilities
We will meet our responsibilities under this agreement within a reasonable time unless it is impossible for us to do this because of circumstances outside our reasonable control.