Terms & Conditions
Please read our Terms & Conditions
Here is some useful preventative maintenance advice from our engineers.
This sections aim is to help you ensure your heating system is kept up and running with some handy tips on how to resolve some common problems, not covered under your Heatplan that may occur with your heating system.
Bleeding a radiator
Most radiators in your home will require bleeding at some point. It’s a relatively simple thing to do, but a very important one to help maintain the efficiency of your boiler and central heating system. If a radiator is cold at the top, it probably means that there is air trapped in the radiator. To remove the air, you will need a radiator bleed key and a cloth or rag to catch any water.
Switch your heating off and make sure the radiator(s) have cooled down.
Place your cloth or rag underneath the bleed valve on your radiator, put the key into the valve and turn it slowly anticlockwise until you hear the air escaping from the bleed valve.
Once all the air has been bled from your radiator, water will start to run out of the bleed valve.
When this happens, close the valve being careful not to over tighten it.
Reset/restart your boiler and you should find that the radiator will now be hot from top to bottom.
Re-setting your boiler
Very often, a boiler can be returned to normal working order by resetting it. This is usually done by either pressing the reset button or turning your boiler off for 3 seconds before turning it back on. Don’t worry if you’re unsure how to reset your boiler as our engineer will show you how during his initial inspection visit.
Re-pressurising your boiler
If your central heating is not working, it could be down to a loss of water pressure. To prevent damage to the boiler all sealed system boilers (mostly combi boilers) are designed to shut off should your water pressure drop to low. This is an easy fix and simply means you may need to re-pressurise your boiler from time to time.
Most boilers have a water pressure indicator on the front. It will either be a dial or a digital display. If your pressure is okay it should read between one and two bars of pressure. If it is sitting below one bar of pressure, then your boiler pressure is too low.
You can refill the pressure in a few quick steps, but you should always check your boiler’s manual to make sure you can re-pressurise your boiler yourself.
To top up your system and increase the pressure, you will need to locate your filling loop. This is usually a silver/grey coloured, flexible hose with a small valve at each end, and you’ll find it either underneath your boiler or nearby. Many new boilers have built in filling loops usually located at the bottom of the boiler.
Here is a quick guide to topping up your system pressure.
Make sure the boiler is switched off and the system is cool.
The filling loop (flexible metal hose) will have a valve at both ends– make sure both ends of the hose are securely attached to both valves.
The valves can be opened either by tap handles, or by using a flat headed screwdriver.
Open both valves to allow the cold mains water to enter your system. You should hear water filling into the system. Keep an eye on your pressure gauge and when it reaches approx 1.5 bar, then close both valves on after the other.
Once your pressure is back at the required level, switch your boiler back on and (if required) reset your boiler.
Again please don’t worry if you’re unsure how to top up your pressure as our engineer will show you how during his initial inspection visit. Alternatively if you are unsure about any of the stages of this process please contact us.
STANDARD SET OF FAIR AND REASONABLE CONDITIONS BETWEEN HEAT SECURED (Hereatfer referred to as the contractor) AND CUSTOMERS
All the terms of the contract between the Contractor and the customers are contained in this contract and no variation of these terms nor shall cancellation of this contract be considered unless a written request is received within seven days of the date of this contract. Any oral representation or promises made by anyone other than the Owners of the Company are expressly excluded.
This contract is binding on both parties and is subject to cancellation only in the following circumstances.
- The company reserves the right to cancel this contract if upon receipt of our contractors working details the Company considers that satisfaction is not likely to be received with this installation/order.
- If the customer enters into a regulated cancellable credit agreement respect of all or part of this contract with a creditor introduced by the Company and exercises his/her statutory right of cancellation under the Consumer Credit Act 1974.
In the event of cancellation of the contract being requested by the customer and Heat Secured accepting the same, the following charges will be made:
(1) Administrative charges £75.00
(2) Survey Fee £125.00
(3) If the contractor has obtained the goods but no work has begun , a charge of 25% of the contract value.
(4) If the contractor has begun work, 100% of the contract value.
(a) The contractor shall indicate the price inclusive of V.A.T on the order. If government instituted changes occur it is the rate prevailing at the date of the invoice that will be charged.
(b) Unless previously withdrawn, this contract will remain open for acceptance in writing for thirty days from the date hereof or for any other period expressly stated. Thereafter the contract will be subject to confirmation by the contractor on the receipt of an order.
(c) The contractor may make, in certain circumstances, an extra charge in respect of any period of time, which he is unable to proceed with the work on account of delays which have arisen through no fault of his own.
(d) Unless otherwise stated, the contract is based upon work being carried out during recognised normal working hours Monday to Friday.
(e) Unless specifically included, the contract does not cover the cost of any work by other trades or statutory fees.
(f) Any additional work or variation shall be charged on a time and materials basis or be the subject of a separate contract.
(g) The price quoted is based on a visual non disruptive survey. The price quoted does not include any additional work not specifically mentioned in this contract that subsequently becomes apparent when disruptive work begins. This may include rot work, repairing plumbing or heating pipe work/fittings that the contractor did not install, replacement of external drainage pipe work and additional electrical work.
(a) Any dates of commencement and completion of works are offered in good faith and are based on the position of the date of order. They are not guaranteed and could be subject to delays because of strikes, accidents, government direction, force majeure, mechanical breakdowns, inclimate weather, unavailability of materials and parts and other causes beyond the Company’s control. The Company will make all reasonable endeavours to start and complete work by the dates given but will not accept any liability or pay compensation for any unforeseen delays whatsoever.
(b) Because of changes in design or modification by the manufacturer or through lack of availability the contractor may not be able to supply the equipment originally specified. In such event, he shall be regarded as satisfactorily completing the contract if he supplies with the agreement of the customer a reasonable alternative item and if applicable the price shall be adjusted accordingly.
(c) The customers will give access to the premises to any member of the Company, its agents, contractors, servants and workmen all at reasonable times so that the Company may complete the installation / supply in accordance with this contract.
(d) When making good, any work resulting from installation, i.e. making old flue holes water tight. The company will brick up the old flue hole to make it wind and watertight but the contract does not include matching the external finish (i.e roughcasting or facing brick) or internal finish (i.e plastering, artex, wallpaper etc) unless it is otherwise stated in writing in the contract.
TERMS OF PAYMENT
(a) A deposit of 50% of the overall cost of the contract shall be payable upon proceeding with the order.
(b) A final payment of 50% of the overall contract shall be payable no later than 24 hours after the estimated completion date listed in your contract.
Minor defects or matters requiring rectification which would be dealt with under the contractors or manufacturers guarantee/warranty shall not be considered good reason for non-payment of any outstanding payments.
(c) In the event of failure by the customer to make payment in accordance with these terms of payment the contractor reserves the right to suspend work and charge interest at the rate of 8% above Bank of England base rate, per month, on any balance(s) that remain outstanding.
(d) Any bank charges incurred by the contractor as a result of default in payment i.e. countermanded or returned cheques etc. will be passed to the customers.
(e) All guarantees/warranties are invalid until the contractor receives payment in full.
Methods of payment shall be bank transfer, cash or debit card.
(1) A one year guarantee takes effect from the time of installation on the WORK, subject to payment in full having been received by the Contractor.
All fixtures such as the Boiler, radiators, valves and controls are subject to individual guarantees/warranty provided by the manufacturers. The guarantee is given in additional to and not in substitute of customers rights under the Common Law or any other statutory act. The guarantee is transferable, but only with the express consent of the Contractor. The guarantee comes into effect immediately, on completion of the installation, provided that the full price has been paid, otherwise it is void. The terms and/or conditions or the contractors guarantee does not affect or detract the customer’s statutory rights.
(2) The contractor guarantees that all goods and materials supplied by them if ordered by description and/or specification shall correspond to that description.
(3) The contractor guarantees that all materials supplied by him shall be of merchantable quality and reasonably fit for the particular purpose for which they are purchased. The guarantee does not extend (a) if the goods were examined by the customer before fitting to defects which that examination ought to have revealed or (b) to defects pointed out to the customer before supply or (c) where the customer does not or it is unreasonable for him to rely on the skill or judgement of the contractor.
(4) The contractor will make good any defects due to bad workmanship and repair or replace any defective materials or goods supplied provided that any defects are brought to his notice within 12 months of completion of the work. This guarantee does not extend to (a) Any part of the customers central heating/plumbing system or attached appliances (i.e taps, cisterns, shower valves etc) that were not installed by the contractor. (b) Any loss or damage direct or indirect nor to any extra work entailed due to apparatus being put into operation by the customer or at his request before it is handed over for beneficial loss. (c) Any consequential loss or damage caused directly or indirectly by any defects in any articles or materials not manufactured by him except in case of negligence or breach of contract. (d) Any consequential loss or damage caused by third party interference. (e) Any consequential loss or damage caused by the failure of the gas, water or electricity supply.
(5) All fittings used are of the best Commercial Standards, but no guarantee is given or implied against minor imperfections, beyond that given by the manufacturer. No responsibility can be accepted by the Contractor for any damage once the installation / supply has been completed. The Contractor excludes liability for optical effects attributable to natural phenomena.
(6) These guarantees are given subject to the Sale of Goods Act 1979 and the Unfair Contract Terms Act 1977.
(7)The customer will give access to the premises to any member of the Contractors employees, its agents, contractors, servants and workmen all at reasonable times during normal working hours (Monday to Friday 9.00am to 5.00pm) so that the Contractor may complete any repairs under the guarantee/warranty in accordance with this contract.
FAIR TRADING CONCILIATION AND ARBITRATION
The contractor undertakes to adhere to the industry’s code of Fair Trading and Conciliation and Arbitration.
PROPERTY AND MATERIALS
All materials, appliances, fitments and other goods shall become property of the customer when payment is made in full but will remain the property of the contractor until full payment is made.
(a) The contractor shall be responsible for equipment, materials and labour supplied by him during the course of work, but shall not be liable to replace equipment already installed or redo work where he is not at fault.
(b) The customer agrees that it has been explained to them by the contractor that converting from a gravity system to a pressurised system will result in a risk of leaks and/or additional system noise occurring in their existing pipework/system. The company makes no warranty as to the suitability or condition of the customer’s existing hot or cold water heating and plumbing systems or existing shower valve regards their suitability to cope with any additional pressure. The customer accepts that proceeding with the contract entails them accepting any risk involved. The contractor shall not be responsible for any water leaks or noise that occurs in any of the customer’s existing heating or plumbing pipework or appliances attached to said pipework (w.c cisterns, taps, shower valves, radiators, etc) due to increased water pressure. Any further work required during or after the installation to rectify such leaks or additional system noise will be charged at an additional cost to the customer on a materials and labour basis.
(c) The contractor will install all products listed in the contract (specifically the magnetic filter) in the locations its installers see as the most appropriate to carry out the installation. Unless the location of the said products has been specifically agreed in writing prior to the commencement of work. It is the customers responsibility to ensure before work begins they are happy with the location of the boiler, radiators, pipework, magnetic filter and controls. Any work required requested by the customers to move or alter the above items once installed will be chargeable.
(c) The contractor shall not be responsible for any sludge related problems that occur where a conversion from a gravity system has been carried out unless a full power flush has been completed by the contractor.
(d) When a condensing boiler is fitted, a degree of pluming (condensation) can occur. The responsibility will be on the customer to ensure that he/she is happy with the pluming. Any further work required to fit items such as a pluming kit will be charged at an additional cost to the customer unless included in the contract.
(e) When a boiler is over 40kg, it will only be removed if 2 people can get complete access. Tight spaces (attics, cupboards etc) may render the said removal impractical and will not be done.
(f) The contractor will not be responsible for the earthing of boilers, pipework or anything else that requires to be earthed that has not been specifically mentioned in the written contract.
(g) Where a boiler is installed in an attic, it will be the responsibility of the customer to install where necessary a ladder, light, walkway and grab rail unless specifically mentioned in the written contract.
(g) Any defects or deficiencies found in the existing building or system that require to be attended to for satisfactory completion of the contract work, or to satisfy statutory requirements and not specially referred to in contract shall be the responsibility of the customer. If the customer arranges for any part or the whole of such work to be carried out by the contractor it shall be the subject of a separate contract to be charged as an extra on a time and material basis. In particular in the case of heating work it shall be the responsibility of the customer to ensure that all existing flues are in good condition and where necessary for a flue liner to be used, that the flue is free of obstruction and properly swept or cleaned before the inspection of the flue liner.
(h) The contractor shall take every care during the carrying out of the work but the contract does not include renewing flooring or incidental redecoration subsequent upon the proper execution of the work. While our engineers are prepared to lift carpets and floor boards no guarantee can be given that they will be returned exactly as before. In particular the customer shall be responsible for lifting and relaying softwood tongue and grooved flooring if necessary. It is the responsibility of the customer to ensure full access can be gained to pipework, flues etc that may be behind kitchen units, unless otherwise stated in the contract. It is not always possible to avoid minor damage but the contractor will make every effort to keep this to a minimum. The contractor shall not be responsible for any damage caused to gain reasonable access such as the lifting and relaying of any flooring materials etc.
(i) The contractor will not accept any liability for noise or poor water flow to any part of the customers plumbing or heating system that they did not install.
This area explains exactly what your Heatplan agreement covers and doesn’t cover. It also explains your payment options and what to do if you need to make a claim, change or cancel your agreement or make a complaint.
It is very important you read these terms and conditions fully and carefully.
The terms and conditions contained in this document form the basis of your agreement with Heat Secured.
It is important that you understand exactly the extent of cover provided in the contract you have purchased.
Please pay particular attention to the sections detailing what is covered and what is not covered for each Heatplan and the excess payments section.
If you are unsure about any aspect of our agreement please do not hesitate to contact us for more details.
What do I do if I have a problem with my central heating?
If you have a claim, which is covered by your Heatplan agreement, please call us at 01324 619500 or e-mail us at [email protected] we will then arrange for your issue to be dealt with in accordance with the terms and conditions of your Heatplan agreement.
If you have a Heatplan agreement with a mandatory excess, you will have to pay the excess amount listed on your agreement each time you have a claim.
Payment(s) for the mandatory excess will be taken prior to any engineers visit and when you call to make a claim under your agreement. This payment has to be made for your claim to be progressed. If you choose not to make the mandatory payment your claim will be immediately declined.
Excess payments are required for each engineers visit unless it is related to the initial reported issue/breakdown. An Excess payment will be due for each new unrelated claim (i.e. not arising directly from the same incident).
Please note: Once our engineer arrives at your property for his scheduled appointment, excess payments are non refundable irrespective of whether a repair has been effected or not.
We will only refund your excess payment if you cancel your scheduled visit prior to the engineer arriving at your property.
If we deem your boiler to be Uneconomical To Repair (UTR) or it becomes apparent the parts required to fix your issue are obsolete, your excess payment will not be refunded.
We can only accept payment using the following cards: MasterCard, Maestro, Visa or Visa Delta. You can also make payment by bank transfer, cleared funds must be received prior to any work commencing.
We also accept payment by Card or Cash to our engineer when he arrives at your property. Cash or cleared Card payments must be paid prior to any work commencing. The engineer will provide you with a receipt for any cash payments you make. Card payments will receive an e-mailed receipt. Please note: We no longer accept payment by cheque.
Reporting a fault
To report an emergency breakdown please call 01324 619500. If you are calling before 9am, after 5pm or at weekends you may be directed to a messaging service. Please leave your name, address and contact telephone number and someone will phone you back as soon as possible.
Emergency Breakdowns: Heat Secured guarantee to provide a priority service to all our Heatplan customers. We aim wherever possible to provide a same day service to emergency breakdowns between October and April, however our guarantee is to have an engineer with you within 24 hours of an emergency fault being reported.
Non emergency breakdowns and other queries please call 01324 619500 between 9am & 5pm, Monday to Friday only.
To allow us to get to as many customers as possible with no heating or hot water, evening and weekend work is strictly reserved for emergencies only. Heat Secured and its engineers will have sole determination of what constitutes an emergency. Heat Secured reserve the right to charge our standard call out rate for any visits that are falsely reported to us as an emergency.
How long is my Heatplan agreement for?
Your agreement will be for month to month cover unless you have paid an annual amount, in this case it will be for 1 years cover, unless it is cancelled by you or us before then.
You have certain rights to cancel your policy.
We have set out your rights below in our cancelation section.
Cancellation: How can I cancel my agreement?
You may cancel this agreement for any reason and at any time by sending an e-mail to [email protected] or writing to us at Heat Secured 31-33 High Street Bonnybridge FK4 1BX.
Please quote your name, address and postcode shown on your agreement schedule.
Only the main named person on the agreement can cancel, or an authorised representative of the named agreement holder(s) can write to cancel. We can only accept cancellation in writing either by e-mail or recorded delivery letter. In a dispute proof of cancellation by you will be required.
No refunds will be made for the unexpired part of any agreement payment (monthly or annually).
Your agreement may be cancelled in the following circumstances:
Heat Secured may cancel this agreement with immediate effect by writing to the last postal address or e-mail address provided to us if you are seriously in breach of the terms of your agreement.
Examples of a serious breach may include but are not limited to:
Failure to make a scheduled payment.
Submitting a fraudulent claim or if you use threatening or abusive behaviour or language towards our engineers or staff.
What if I miss a payment?
If you fail to make a scheduled payment on the due date, your agreement will be suspended and you will not be able to make a claim.
Heat Secured will write to you or e-mail you requesting your outstanding payment be brought up to date within 30 days of your agreed payment due date.
If you do not pay the requested amount within 30 days of the due date, your agreement will be cancelled with immediate effect without further notice or correspondence. You will remain liable for any due and outstanding payments for the period up to the date you cancel your agreement as per our cancelation procedures.
If you try to make a claim under your agreement whilst your coverage is suspended, you will be required to pay any outstanding amounts before an engineer will be able to attend your property.
If your policy is cancelled, you will still need to pay any outstanding amounts due to us.
If you fail to make a payment to renew your agreement on or before your annual renewal due date, your agreement will be cancelled with immediate effect without further notice or correspondence and you will not be able to make a claim.
What if I change address?
You are solely responsible for informing Heat Secured of any change of address. We will on most occasions be able to transfer your agreement to your new address.
The transfer of cover will only be valid once a Heat Secured engineer has carried out an inspection of the boiler/central heating system at your new property.
To transfer your cover please contact Heat Secured and we will arrange for an engineer to check your new property to ensure it has no pre existing faults and that it is suitable for cover.
It is your responsibility to give Heat Secured access (Mon to Fri 9am to 5pm) and at least 7 days notice to arrange the inspection of your new address.
How do I renew?
Heat Secured will automatically renew your agreement each month provided you or Heat Secured have not cancelled your agreement as per our cancellation policy (see cancelation section).
Heat Secured reserve the right to adjust your payment to reflect any changes in the rate of tax applicable to it.
Heat Secured reserves the right to refuse renewal of any individual agreement and we will inform
you immediately if we choose to do so.
Heat Secured will write/e-mail you approx 1 month prior to your agreement renewal date provided you or Heat Secured have not cancelled your agreement as per our cancellation policy (see cancelation section).
Heat Secured reserve the right to adjust your payment to reflect any changes in the rate of tax applicable to it.
Heat Secured reserves the right to refuse renewal of any individual agreement and we will inform
you immediately if we choose to do so.
How can I complain?
Only the named agreement holder(s) or an authorised representative can make a formal complaint.
If you wish to register a complaint, please contact us in writing at Heat Secured, 31-33 High Stret Bonnybridge, FK41BX or e-mail us at [email protected]
We will of course make every effort to resolve your complaint to your complete satisfaction as quickly as possible, but in any event within 4 weeks at the latest. If we are unable to resolve your complaint within this time, we will write to you.
If you think you have a gas leak (i.e. it is an emergency), you MUST immediately call the National Gas Emergency Service on 0800 111 999. The National Gas Emergency Service will attend your property and isolate the leak. If applicable you may call Heat Secured after they have made your property safe to report any issue that may be covered under your agreement.
Dependant on the level of cover you have purchased.
Boiler and central heating system: the boiler includes the isolation valve, all manufacturer’s fitted components within the boiler together with the pump, motorised valves, thermostat, timer, temperature and pressure controls, flue and expansion cistern.
The central heating system includes radiators, radiator valves, interconnecting pipework, Feed & Expansion cistern and if applicable, the hot water cylinder, its associated pumps and controls.
Gas Supply Pipe: the gas installation pipework (up to and including 35mm diameter) running from the outlet of the gas meter to the isolation valve of any boiler.
If your property is a flat, any issues relating to communal areas are not covered.
Uneconomical To Repair (UTR) (applies to your boiler only): When making a claim, the total cost of parts (including VAT) required to repair the boiler will be calculated by Heat Secured using reputable suppliers. If this cost exceeds 70% of the manufacturer’s current retail price with our reputable suppliers for a boiler of the same or similar make and model to your existing boiler we will deem it to be UTR.
Obsolete parts: Heat Secured will only use reputable suppliers who stock the usual parts required to fix most boilers. If during the act of repairing your boiler we discover that the relevant manufacturer’s spare parts are not readily available, or may take more than 30 days to source, Heat Secured will not be able to complete your repair. Please refer to obsolete parts section for details of what Heat Secured will do in this situation.
What is Covered?
Dependant on the level of cover you have purchased.
A leak or breakdown within your boiler or central heating system, and/or a leak in your gas supply pipe.
Examples of issues that are covered.
A breakdown of your boiler and central heating system
Repair/replacement of a leaking water tank or cylinder and any pumps
and controls associated with it.
Replacement of leaking radiators or radiator valves.
Replace heat exchanger.
Replace boiler zone valve.
Repair/replacement of a leaking gas supply pipe
There is no limit to the amount of times you can claim under your agreement, providing your boiler is not UTR.
Permanent reinstatement: When we need to access pipes under your floor or in your walls. We will of course take as much care as possible while doing so. However, reinstating or replacing floor coverings, fixtures or fittings to their original standards is not covered under this agreement.
Boiler repair and ongoing cover package:
Only applies to any individual part that is a mazimum of £240 retail price including VAT. Any single part above this price does not qualify for the offer and will be subject to our normal charges.
If we need to re-route any of your pipework including your gas supply pipe as part of any repair, the route will be determined by our engineer’s best judgement and the most cost effective route in accordance with Gas Safety (Installation and Use) Regulations to effect the repair.
Boiler Service and safety check, Monthly payments:
The Heatplan you have chosen may qualify you for a free boiler service and safety check.
Your agreement will be allotted a yearly start date which will be deemed as the date that your service and safety check will be due each year (ongoing). If you have chosen to pay for your Heatplan monthly, you will only qualify for a free service and safety check once you have made 12 unbroken, consecutive payments from your yearly start date.
When attempting to arrange your service Heat Secured will make every attempt to contact you either by e-mail (preferably) or telephone. If we have been unable to contact you it is your responsibility to contact Heat Secured within one month of your agreements start date, each year, to arrange a suitable date for us to carry out your service and safety check. If we were unable to contact you, or you do not contact Heat Secured, we will be deemed to have fulfilled our service and safety check obligations under your agreement. Any subsequent faults that are deemed by our engineer to be related to the non-servicing of your boiler will not be covered under the agreement.
Boiler Service and safety check, Annual payment:
If you have chosen to pay for your Heatplan annually your agreement will include an annual service and safety check.
Your service and safety check will be carried by our engineer at the initial inspection of your boiler/central heating system, whichever is applicable. Each year you renew your agreement your service and safety check will be carried out at the beginning of your agreement at, or around your annual start date.
Heat Secured’s acceptance of your system for cover can only be validated by a Heat Secured engineer. Once we have accepted your boiler/central heating system your Heatplan agreement will provide full parts and labour cover for you boiler/central heating system depending on the level of cover you have chosen.
If you report or we find a problem with your boiler/central heating system during our initial inspection we will offer you the following options.
Option 1: Our engineer will advise you of any faults/issues he has found and we Heat Secured will provide you with a quotation to repair/rectify any faults/issues found. Once the faults/issues are repaired/rectified your agreement will commence with full cover in place
Option 2: Our engineer will advise you of any faults/issues he has found and at Heat Secured’s discretion we may offer you the option to continue with your chosen plan, subject to exclusions being in place for the faults/issues our engineer has found. Any specific exclusions will be drawn to your attention and placed in writing. All exclusions listed will remain in place until they have been resolved. Written proof of resolution from a suitably qualified company/individual will be required before any exclusions are removed from your agreement.
Option 3: We will issue you a full refund of any monies paid. If you decide not to proceed with your agreement but if you have requested that Heat Secured carry out any work such as a repair or service. This work will be subject to a separate quotation and charge.
What isn’t Covered?: see also the General Exclusions
Additional appliances apart from the main central heating boiler such as unvented cylinders, gas fires and gas cookers. (with the exception of gas fires forming part of a back boiler);
Any part of your central heating system that requires an electrician to repair it, unless you have electrical cover with Heat Secured.
Elson tanks, thermal storage units (e.g. Gledhill, Boilermate and or Potterton Powermax and HE models) or their controls; separate gas heaters providing hot water;
Warm air heating systems;
Under floor heating and its associated pumps and controls;
Fan convector heating;
Dual-purpose boilers (e.g. AGA,Rayburn);
Combined heat and power systems;
Sludge/scale/rust within the system or damage caused by any other chemical composition of the water; This includes and is not limited to blockages, cold radiators, poor circulation and any parts damaged by sludge/scale/rust.
Any work relating to exclusions previously identified that chargeable remedial/maintenance work is required to prevent a future breakdown;
Any part of the boiler and/or central heating system which is not possible for the engineer to work on safely;
Parts of the boiler and/or system where it is impossible or impractical to access because of its position/location such as the boiler is inaccessible due to the installation of fitted units; Pipework that is inaccessible under floors due to the type of flooring the customer has installed.
Frozen pipes anywhere on the system.
The adjustment of timing and temperature controls;
Bleeding/venting of radiators;
Re-pressurising (topping up the pressure) on any boiler or heating system.
Repairing or replacing like for like of a non-standard radiator (e.g. cast-iron, decorative, customised, or those which curve with the profile of a wall);
Heated towel rails.
Repairing or a like for like replacement of an internet connected controls, thermostats & valves.
In the event that a replacement is required to fix a breakdown, our choice of standard parts will be installed;
Solid fuel heating systems;
Electrical heating systems;
Central heating pipework that is more than 35mm in diameter and/or made of steel;
The gas supply pipe before the meter (because it is the responsibility of the National Grid)
Any appliance connected to the gas supply pipe.
Obsolete parts – Heat Secured will only use reputable suppliers who stock the standard parts required to fix the majority of boilers. However if, when attempting to fix your boiler we find that the relevant manufacturer’s spare parts are not readily available using our chosen reputable suppliers. Or if we find the part(s) will take longer than 30 days to acquire, we will not be able to complete your repair.
Obsolete parts and Uneconomical To Repair – first 12 months – If upon reporting a fault during the first 12 months of cover your boiler is deemed to be Uneconomical To Repair or the parts required to fix your boiler are obsolete. For annual payers you will be refunded the portion of your agreement you haven’t used. For monthly payers you will not receive any refund.
Obsolete parts and Uneconomical To Repair – after first 12 months – If upon making a claim after the first 12 months of cover your boiler is deemed to be UTR or the parts required to fix your boiler are obsolete and the boiler is less than 5 years old, we will source, replace and install a new boiler.
The new boiler will provide the same heating and hot water requirements as your existing boiler and will match your existing type of boiler e.g. a combination boiler will be replaced with a combination boiler and a ‘heat only’ boiler will be replaced with a ‘heat only’ boiler.
System upgrade costs are therefore not included. We do not guarantee the same make or model or that the replacement boiler will be fitted in the same place. Replacements will meet all current regulations.
If the boiler is deemed beyond economical repair and is more than 5 years of age, we will source, replace and install a new boiler only but you will be required to pay the installation costs. We will provide you with, a quotation for this work at our standard parts and labour charges. The new boiler will provide the same heating and hot water requirements as your existing boiler and will match your existing type of boiler e.g. a combination boiler will be replaced with a combination boiler and a ‘heat only’ boiler will be replaced with a ‘heat only’ boiler.
System upgrade costs are therefore not included. We cannot guarantee the same make or model or that the replacement boiler will be fitted in the same place. Replacements will meet all current regulations. Once we have provided you with a quotation you will have 14 days to contact us to advise us if you wish to proceed with a replacement boiler and installation with Heat Secured.
Once your boiler has been replaced or if you have not contacted us, you will be transferred to a similar agreement without cover for your gas boiler. Your agreement cost will be adjusted accordingly. Your new agreement will take effect from the next months due payment date.
Alternatively you may cancel your agreement in accordance with our cancellation procedures.
Maintenance work – The engineer, when dealing with your system may complete the repair but diagnose that additional maintenance work is required to your boiler and/or central heating system in order to prevent a future breakdown. For example; maintenance work can include circumstances where there is a build up of sludge/rust resulting in your boiler/and central heating system needing cleaned. As this type of work is not covered under this agreement , it is your responsibility to have the advised work completed. We will notify you in writing that this work needs to be completed. Heat Secured will be unable to offer cover for the affected part of your system until the advised work is completed. To avoid paying for cover you no longer have, we would advise you should get the advised maintenance work completed as soon as possible.
If the work is completed by someone other than Heat Secured you will be required to provide us with evidence in writing of the work having been completed before we can reinstate your cover.
Annual service and Safety check:
Your product may include an Annual Gas Boiler Service and safety check.
The Annual Gas Boiler Service and safety check will be completed in accordance with the
current Gas Safety (Installation & Use) Regulations.
What is included?
A full inspection of the entire chimney structure (more commonly known as the flue).
Inspection and, if considered necessary, cleaning of the burner, combustion chamber, any injectors and heat exchanger.
Inspection of ignition devices i.e. pilot lights and/or spark and flame sensing electrodes.
Checking the integrity of all seals and gaskets.
Ensure that any condensate traps and drains are free from debris.
Testing the appliance in accordance with the manufacturer’s instruction to ensure:
The heat input and/or operating pressure are correct.
The effectiveness of the flue.
That all ventilation requirements are to current standards.
The correct operation of all safety devices and that the boiler is safe for continuous use.
A final combustion analysis and measurement against tolerances set by the manufacturer’s instructions.
A test of all disturbed gas connections.
Carry out functional testing of heating and hot water.
Written notification of any gas safety defects which may affect the safe operation of your under cover appliances.
The servicing/cleaning of a system/magnetic filter (if there is already one in place). We will not repair or replace any system filter under your agreement.
What’s not included in your annual service and safety check?
Any maintenance or remedial work that is not part of the boiler service;
A test of the gas installation pipe work, unless there is a known or suspected escape of gas.
If we identify a fault during your annual service and safety check, we will follow the current Gas Industry Unsafe Situation Procedure. This may mean that the boiler cannot be used until the issues are rectified.
When will my Annual Gas Boiler Service happen?
Your Annual Service and safety check will usually be carried out between April and September.
For annual payers:
If your agreement start date falls between April and September. Your first service will be completed at your initial boiler/system inspection. Your agreement renewal will be set at the same date each year thereafter. We will contact you before your agreement renewal date to collect your renewal payment. Once payment has been received we will arrange a date to carry out you service and safety check.
If your initial agreement start date falls between October and March. We will complete your initial inspection/service and safety check then we will move your agreement start date to between the following April and September. This will be your new agreement renewal date for subsequent years.
We will contact you before your new and subsequent agreement renewal dates to collect your annual renewal payment. Once payment has been received we will arrange a date to carry out you service and safety check. Please note: We will alter your 2nd renewal payment to reflect any monies you have already paid.
Your first service will be completed at your initial boiler/system inspection. Your agreement renewal will be set at the same date each year thereafter. We will contact you before your agreement renewal date to collect your renewal payment. Once payment has been received we will arrange a date to carry out you service and safety check.
For monthly payers:
If your agreement start date falls between April and September your service and safety check will be completed approx 1 year after your agreement start date, subject to you having made 12 consecutive, unbroken monthly payments.
If your agreement start date falls between October and March. We will complete your initial inspection then we will move your agreement start date to the following April and September. This will be your new agreement renewal date for subsequent years. We will carry out your first service on your new agreement start date and consequent services will be completed approx 1 year after your new agreement start date subject to you having made 12 consecutive, unbroken monthly payments.
The following are also excluded from cover.
- a) any losses caused by any delays in obtaining spare parts.
- b) systems/equipment/appliances that have not been installed, serviced or maintained regularly according to British Standards and/or manufacturer’s instructions; or that are subject to a manufacturer’s recall;
- c) instances where a repair/replacement is only necessary due to changes in legislation/health and safety guidelines;
- d) Repairs which put the health and safety of our engineers at risk e.g. where work is required in a loft space and permanent boards, railings, lighting or ladders are not in place; any situation where due to health and safety, a specialist person is required, e.g. where asbestos is present;
- e) any defect, damage or breakdown caused by malicious or wilful action, negligence, misuse or third party interference, including any attempted repair.
- f) the costs of any work carried out by you or persons not authorised by us in advance;
- g) any parts not supplied by us.
- h) any loss arising from subsidence, demolition or structural repairs or alterations to the property;
- i) any loss or damage arising as a consequence of: war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance; ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or its nuclear component; any defect, loss or damage occasioned by fire, lightning, explosion, tempest, flood, earthquake, impact or other extraneous causes.
- j) loss, damage or indirect costs arising as a result of disconnection from or interruption to the gas, electricity or water mains services to the property, for example a power cut to your neighbourhood;
- k) any incidents where the problem stems from a communal area that you do not have sole responsibility for
Under this agreement, the workmanship and any part(s) used by us to solve any problem will be guaranteed for a period of twelve months from the date the work is carried out.
Upon arrival at your property, the engineer will locate the source of the incident. If direct access is not available, for instance if there are floor tiles or floorboards in the way, the engineer will need to create access. If you want our engineer to do this, you will be asked to confirm it in writing while the engineer is at your property. We are not responsible for any damage which may be caused to the property, its contents, fixtures, fittings, floorings or sanitary ware (unless such damage is as a result of our engineer’s negligence). If you do not want our engineer to create access, we will be unable to progress your repair until you have arranged for access to be made.
This contract is for homeowners (of both houses and flats):
The property (house, apartment or flat) must be your permanent home and owned and solely occupied by you and your family as a private residence with no business use, and excludes communal or service duct areas (for apartments and flats). Retail, commercial and other premises used for business are not eligible for this cover, and council and housing association tenants will not need this service. Mobile homes, bedsits, sub-divided homes and let and sub-let properties are not covered.
This policy only covers one boiler. If your property has more than one boiler, a separate boiler breakdown policy will be required to cover the second boiler.
If applicable, please contact us to arrange cover for a second boiler.
The boiler(s) at your property must have a total power input of less than 70 KW and the central heating pipe work must be 35mm or less in diameter. It must be fuelled by natural gas or LPG.
Your property must not be heated by one of the following:
- a) a dual purpose boiler e.g. Aga, Rayburn
- b) a warm air heating system
- c) a thermal storage unit
- d) an Elson tank
- e) ground/air source system
- f) solar/thermal power
- g) combined heat and power system
Please check that you do not have cover elsewhere before taking out this policy to avoid overlapping cover with another provider.
If you cancel a policy and you (which in, this context, includes another individual living at the property) then purchase a policy with equivalent features then you will not be eligible for any new customer promotional offers.
The law that applies to this policy
This agreement is governed by the laws of Scotland.
All correspondence will be in English.
Heat Secured will only amend these terms and conditions for legal or regulatory reasons. Where this change benefits you, we will make the change straight away and alter the terms and conditions on our website within 28 days. In all other cases we will make the changes available to view on our website within 24 hours. It is the customers sole responsibility to make sure they keep themselves up to date with our current terms and conditions that are available to be viewed on our website.
If you feel any changes we make to our terms and conditions do not benefit you and you wish to cancel your contract, you may do so and we will follow the procedure as outlined in our cancelation section.
We are happy to provide a Price Match Guarantee to any customer who can find a cheaper
price than Heat Secured’s.
All product and installation details/ guarantees must be identical in full to those
offered by Heat Secureds quotation.
The Price Match Guarantee is only valid prior to proceeding with our quotation and is
not available after you have proceeded with our quotation or after the work has been
Our price match guarantee only applies to products quoted that are verified in the
competitors quotation as in brand new condition and identical in make and model to
the products provided in Heat Secured’s quotation.
We must be able to verify the competitor’s price. The competitors quotation must be
provided to us in full, via e-mail, within 24 hours of your price match guarantee
Any competitors quotation that includes any products that are refurbished, used, non-
retail packaged products.
Heat Secured’s Price Match Guarantee is subject to change without notice. Heat Secured
reserves the right to refuse a Price Match Guarantee request in order to prevent fraud/abuse
and ensure the integrity of the our Price Match Guarantee. Any effort or collusion by any
prospective customer or competitor to circumvent these terms and conditions, commit fraud
or abuse the price match guarantee program shall render the customers claim invalid.