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Terms and Conditions
Maintenance and Breakdown
Care
Our promise 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 complaints about your agreement, please contact us on
01909 771100.
Summary of your agreement
What the agreement provides
-
Labour and parts for repairs, depending on the
level of service you have chosen
-
One Service and safety and inspection in every year
of your agreement for Gold and Silver Star Central Heating Care,
Bronze Star Appliance Care and Basic Service Care.
-
No limit to the number of call-outs (Gold Star and
Silver Star only) to carry out work included in your agreement
-
Priority service (365 days a year)
-
Advice about your system from engineers.
Brookhouse Gas Care options
We base your agreement on the Brookhouse Gas Care options that
you choose (listed and described below).
GAS OPTIONS YOU MAY
CHOOSE
A. What is included?
1. Gold Star Central
Heating Care
This service is for maintaining and repairing a single wet (using
water) or warm-air gas central-heating system (or an electric system
if installed by us) in your home and includes the following:
-
a safety and maintenance inspection of your boiler
and system (except for parts of the system that aren't readily
accessible and electric boilers). Please read the section called
'Safety and maintenance inspection' for full details;
-
labour and parts if your system breaks down;
-
where we agree that your boiler is less than seven
years old, a replacement boiler if we decide that it would cost
more to repair the boiler than to replace it with a suitable new
boiler we have approved;
-
if your boiler is seven years old or older, and it
is not possible to repair it because, for example, spare parts are
no longer available to carry out the repair or you choose to
replace it at any time, however old it is you are entitled to a 5%
discount off the full installation cost of a replacement boiler if
you choose us to replace your boiler (on top of any other offer
which is available at that time);
-
all necessary JetFlush work after your initial
JetFlush (which we charge you for). See the JetFlush section.
2. Silver Star Central Heating Care
This is the same as Gold Star Central Heating Care, except that the
labour and parts are for the boiler and controls only and the 5%
discount does not apply.
3. Bronze Star Gas Appliance Care
This service is for maintaining and repairing 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; and
-
Labour and parts, if your appliance breaks down.
4.
Basic Service Care
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, but
does not include labour and parts for breakdowns.
5. Internal Gas Supply
Any repairs to gas supply pipes within your home are only covered if
you have a Gold star agreement.
B. What is not
included
-
Removing sludge or hard-water scale from the boiler
or system (see the JetFlush section under Customer information).
-
Replacing your boiler if it is seven years old or
older.
-
Repairing or replacing appliance flues that aren't
part of your boiler.
-
Please also see 'General exclusions'.
GENERAL EXCLUSIONS
Your Brookhouse Gas Care agreement does not include the following.
Design or existing faults
The cost of repairs needed because of design faults (unless we are
responsible), or faults which existed before you entered into the
agreement and which could not be identified on initial inspection
using reasonable care and skill.
Third-party or accidental damage
The cost of repairs relating to damage caused by you or someone
else.
Consequential loss
Unless we are responsible for it, loss or damage to property caused
by the appliance, boiler or system breaking down (for example,
damage to furniture caused by water leaks). If we have to dig on
your property, we will fill in any holes and leave the surface level
but we will not necessarily replace the original surface or
construction. Any redecoration that may be needed following our work
is your responsibility unless we have been negligent.
Normal insured risks
The cost of repairing faults or damage caused by freezing weather
conditions, subsidence, structural repairs, accident, fire,
lightning, explosion, flood or storm. The cost of repairing damage
caused by changes to, or problems with, the gas, electricity or
water services. You should check your household insurance to make
sure you have enough cover for these risks.
Under all Brookhouse Gas Care options
- Replacing
appliances, bathroom fixtures, showers and sanitary ware (apart
from boilers as described earlier)
- Improvements including work that is needed to bring your system up
to current standards. Examples of improvements include system
upgrades, such as adding thermostatic radiator valves, replacing
parts such as flues which do not meet current standards, and
replacing working radiators with improved models. (These are
examples only, not a complete list.)
- Replacing or
repairing decorative or other parts which do not affect how the
system or appliance works
- Resetting
controls (for example, thermostats and programmers following
wintertime or summertime changes)
- Repairing
faults or clearing physical blockages (blockages such as rubble,
sludge and scale, but not air locks) if we have told you permanent
repairs or improvements are needed to make sure your appliance or
system works properly. We will only tell you this if, in our
expert opinion, it is necessary.
- Removing
asbestos associated with repairing the appliance or system
- Cash
alternatives for repair or maintenance
- Repairing
any damage caused by our work or redecorating, unless we or our
agents have been negligent or broken this agreement
- Replacing
(where a repair is not possible) lead or steel pipes (other than
for internal-gas supply customers where the gas-supply pipe from
your meter to the appliance is included), including lead or steel
pipes in taps.
ABOUT YOUR AGREEMENT
Domestic Use
Brookhouse Gas Care agreements are only available for appliances in
domestic use inside your home. If you own a domestic property which
you let out, we will offer you a Landlords Care agreement only -
please see the Landlords Care section below.
Period of agreement
Your agreement runs until you tell us that you would like to cancel,
or if we cancel the agreement (see 'Cancellation'). You may cancel
the agreement at any time. We will write to you to tell you about
any changes to the terms and conditions or prices. We may also
cancel the agreement at any time as long as we give you reasonable
notice of this. If you pay each year in advance (by cash, cheque,
credit or debit card) instead of by monthly direct debit 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. There will be a
minimum payment for the year of £52.88 if we have done work or an
inspection.
Start date
Your agreement begins when we process your application.
Initial safety inspection
If you choose Gold Star or Silver Star Central Heating Care, we will
inspect your system or appliance (or both) to make sure they are
safe and in good working order. Your Brookhouse Gas Service Engineer
will fill in an Initial Safety Inspection check list 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 later if we are
busy. 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 options you may choose' which will
not include the parts causing the problem; or
- cancel the
agreement and refund your money.
Safety and maintenance inspection
We will normally carry out the safety and maintenance inspection for
gas options at the same time as the initial inspection. After that,
for gas options, we will normally 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, 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.
Cancellation
We will cancel your agreement if:
- you have
given false information;
- you do not
make an agreed payment;
- for gas
options, we find something wrong at the initial safety inspection;
- we are not
reasonably able to find parts to keep your system or appliance
working safely; or
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circumstances arise (including health and safety issues) which
make it inappropriate for the contract to continue.
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 advance cash,
cheque, credit or debit card payment.
There will be a minimum payment of £52.88 a year if we have done
work or an inspection. You may cancel your agreement 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 (as long as we have not done any work). You
may also cancel your agreement immediately, either 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. You may cancel your agreement at any time. If
you do so after we have done an inspection or other work, and you
have paid less than £52.88 in the last 12 months at the time you
cancel, we may charge you an extra amount which brings your total
payments under the agreement to £52.88 when we have done an
inspection or other work.
Spare parts
If we do not carry the spare parts your repair needs on the day,
we will do all we reasonably can to find parts from our suppliers.
We cannot be held responsible for any delay in the supply of parts
although we will do everything possible to obtain them in a
reasonable time. We may use an approved alternative or parts that
have been reconditioned by the original manufacturer.
Labour
One of our engineers will always carry out the work at this moment
in time. In some cases in the future we may need to authorise a
suitably qualified contractor to carry out the work.
Approved equipment
We provide service options for appliances, energy management systems
and plastic pipes which are on our approved list.
Landlord’s
Service Care
Landlord's safety records. This service is available to landlords who let out properties for
domestic purposes
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.
Our service
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 Gold or Silver Star Central Heating Care , Bronze Star Gas
Appliance Care, or Basic Service Care (whichever applies) agreement.
Any other gas appliances in the rented property can be individually
serviced or safety-inspected for an extra cost. After the necessary
inspections on the selected gas appliances, we will then give you,
in writing (for a small extra fee unless you have Landlord’s Care
which includes this cost), 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.
Gaining access to your property
It is your responsibility to let us into your property. If we cannot
gain access to your property to carry out the necessary work, we
will tell you and arrange another appointment. If, after several
attempts, we still cannot gain access, we may cancel your agreement.
We will tell you in writing if this is the case.
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.
CUSTOMER INFORMATION
Useful telephone numbers
In the event of a breakdown, call 01909 771100.
For all other questions, or if you are moving home, you should
contact us on 01909 771100. (We do not automatically transfer
this agreement to your new home, so you need to contact us to
discuss your options.)
Ways to pay
There are a number of different ways for you to pay. You can pay by:
- monthly or annual direct debit; or
- annual
cheque.
Central-heating
improvements
Replacing your boiler
The Energy Savings Trust recommends that gas central-heating boilers
are replaced every 15 years. While boilers older than this can often
still work properly, their effectiveness and efficiency becomes
reduced. Technological advances mean that today's boilers, if
regularly serviced, have significantly improved efficiency,
performance, reliability and safety features. Every new boiler we
sell is at least 76% efficient ('A' rated condensing boilers over
90%) - this compares with boilers over 15 years old, which have an
average efficiency of around 65%.
Upgrading the system and energy-efficiency improvements
If you ask us to improve your system (for example, by adding new
controls), we will give you a two-year parts and labour guarantee.
Jetflush
Jetflush is a way of removing sludge and other waste matter from
central-heating systems. We may also suggest you correct any design
faults which might cause the problem to return. This work can
increase the life of your system, and improve efficiency.
When a repair is needed due to sludge (for example, damage to the
pump, valves or radiators) we will complete this job, at no extra
cost, as long as we have not already told you that you need a
Jetflush or similar procedure. Our engineer will also tell you what
other work is needed to avoid further problems, or offer you a
different Brookhouse Gas Care option. If we recommend that you carry
out a Jetflush we will charge you to carry out this work. Once it is
finished, there will be no charge for any future Jetflush work that
may be needed as long as you keep a continuous Gold or Silver Star
Central Heating Care agreement with Brookhouse Gas Services Limited
at that property and as long as any work to correct design faults
are carried out by us.
Guarantees
Any guarantees do not affect your legal rights under the Sale of
Goods Act 1979 and Supply of Goods and Services Act 1982. You can
get advice about your rights from a citizens advice bureau or
trading standards department.
If you smell gas
Phone the free Transco emergency service immediately on 0800 111
999.
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