1.1 Gas Connect Home Maintenance Cover
Gas Connect Home Maintenance is operated by Gas Connect Ltd, Leigh House, Broadway West, Leigh On Sea, SS9 2DD.
The following paragraphs explain the Terms and Conditions of Gas Connect
Home Maintenance and form the basis of a contract between you and Gas Connect Ltd. It is therefore important that you read this document carefully, as we do not wish you to discover after an incident has occurred that you are not covered. If you have any queries, please call us on Tel: 01702 474792
Gas Connect Home Maintenance Cover is applicable to privately owned domestic properties with a single boiler only and is not available for commercial properties.
1.3 Commencement of Cover
Once your application has been accepted, we will email or write to you to confirm your contract start date. This confirmation will include a Customer Reference number. Please note that you are not permitted to make any claims or callouts on your maintenance plan until after the first 30 days has expired. Any faults present prior to the 30 days will not be covered.
1.4 Types of Cover
Gas Connect Home Maintenance offers a number of different types of cover which are as follows:
Additional Cover (extra cost)
(Please note that the ‘Additional Covers’ are an extra cost and do not form part of the standard cover, if you have requested these extras they will be clearly stated in our opening letter to you.
The type of cover that you have agreed to will be stated by letter or email at the start of your cover.
2 What is Covered on:
2.1 Full Central Heating System Cover
2.1.1 The Gas Connect Home Maintenance, covers breakdown and/or failure of your gas fired domestic central heating boiler, circulating pump, motorised valves, time clock or programmer, external thermostat, radiator and valves, hot water tank, feed and expansion tank, pipes and fittings, primary flue and draught diverter.
2.1.2 If you suffer a breakdown of your central heating system, burst radiator (steel panels only), or failure of external controls, you should call us on Tel: 01702 474792 or 07734 144 530. We will then:
2.1.3 In the first three months of cover (inclusive of the 30 day period), repairs to and/or replacement of internal components of the central heating boiler (heat exchanger, expansion vessel, printed circuit board etc) are restricted to £300 arising from any one event. This restriction is in place as a result of some customers claiming for excessively costly boiler repairs in the first few days of cover. All repairs external to the boiler are still covered.
2.1.4 Annual Service
Included in your cover is an ‘Annual Service’. It is recommended that all boilers are serviced and maintained in accordance with the manufacturer’s instructions, which typically involve an annual service and safety check. During the period of cover, we will write to you to remind you that the boiler needs servicing.
Please note boiler services are normally undertaken Monday to Friday, 9am to 5pm, and are normally carried approximately every 12months from your last service. If you ignore the recommended service schedule of your boiler and you suffer a boiler breakdown as a direct result of a lack of servicing and/or maintenance, then the subsequent repairs will not be covered.
2.2 Boiler and Controls Service Cover
2.2.1 The Gas Connect Home Maintenance ‘Boiler and Controls Service Cover’ includes the breakdown and/or failure of your gas fired domestic central heating boiler, circulating pump, motorised valves, time clock or programmer, external thermostat, primary flue and draught diverter.
2.2.2 If you suffer a breakdown of your central heating Boiler or failure of external controls, you should call us on Tel: 01702 474792 or 07734 144 530. We will then:
2.2.3 The following sections still apply to this policy (see 2.1.3)(see 2.1.5)
2.2.4 Annual Service
Included in this cover is an ‘Annual Service’. (full description see 2.1.4)
2.3 Radiator System and Controls Cover
2.3.1 The Gas Connect Home Maintenance ‘Radiator System and Controls Cover’ is primarily for customers that have had a new boiler installed and is still under guarantee, therefore only requiring the radiators, system pipework and controls to be covered. This will provide cover for the breakdown and/or failure of your: radiators, radiator valves, circulating pump, motorised valves, time clock or programmer, external thermostat, hot water cylinder, pipes and fittings, Feed and Expansion tank primary flue and draught diverter.
2.3.2 If you suffer a breakdown of your central heating system, burst radiator (steel panels only), or failure of external controls, you should call us on Tel: 01702 474792 or Tel: 07734 144 530. We will then:
2.3.3 The following sections still apply to this policy (see 2.1.3)(see 2.1.5)
2.3.4 Annual Service
Under the ‘Radiator System and Controls Cover’ the boiler would still have a Manufacturers Guarantee. Although we would not be covering the boiler under this cover we would include an ‘Annual Service’ as part of this package. (full description see 2.1.4)
2.4 Plumbing Cover
2.4.1 Gas Connect Home Maintenance covers can cover you for repairs of internal plumbing faults such as tank overflows or leaking plumbing pipes from, but not including the internal Taps, showers, fixtures and fittings and stop cock.
2.4.3 The maximum amount we will pay under this policy, arising from any one event is £1000 (including VAT). ‘Any one event’ is defined as a single leaking pipe, etc.
2.4.4 Plumbing Cover is an additional policy that does not form part of our standard policies, this must be requested by yourselves and will be at an additional monthly cost.
2.5 Electric Cover
2.5.1 Gas Connect Home Maintenance can cover you for breakdown of the 240 volt electrical supply system within the property, beyond (but not including) the electricity company’s meter such as faulty electrical switches and faulty fuse board.
2.5.2 The maximum amount we will pay under this policy, arising from any one event is £1000 (including VAT). ‘Any one event’ is defined as a single socket etc.
2.5.3 All permanent repairs are guaranteed for as long as you choose to remain a Gas Connect Home Maintenance Cover customer.
2.5.4 Electrical Cover is an additional policy that does not form part of our standard policies, this must be requested by yourselves and will be at an additional monthly cost.
2.6 Drains Cover
2.6.1 Gas Connect Home Maintenance covers can cover you for unblocking of your drains internally and externally within the boundary of your premises. We do not cover shared drains.
We will cover the leaking or unblocking of internal waste pipes from your sink, bath, shower tray and toilets.
We do not cover Rainwater guttering and down pipes, manholes and their covers, soakaways, septic tanks, cesspits, drainage pumps, macerators, treatment plants and their outflow pipes, full cleaning. We don’t cover any existing design faults with your drains that cause a reoccurring problem.
2.6.2 The maximum amount we will pay under this policy, arising from any one event is £1000 (including VAT). ‘Any one event’ is defined as a single blockage or leak etc.
2.6.3 Drains Cover is an additional policy that does not form part of our standard policies, this must be requested by yourselves and will be at an additional monthly cost.
2.7 Taps & Toilet Cover
2.7.1 Gas Connect Home Maintenance covers can cover you for repairs of your Taps, Toilets showers, washing machine hoses, dishwasher hoses.
We only cover the repair of the items and not the replacement of the item, i.e if the tap could not be repaired and a new tap was required, you would pay for the cost of the tap and we would supply the labour at no cost to you under your cover.
We do not cover any appliances or shower pumps.
2.7.2 Taps & Toilet Cover is an additional policy that does not form part of our standard policies, this must be requested by yourselves and will be at an additional monthly cost.
3 What is Not Covered
The following are excluded from cover:
3.1 Heating System
boilers (e.g. Aga, Rayburn);
(i.e column radiators, cast iron school radiators, chrome towel rails).
3.2 Plumbing and Electrics
3.3 General Exclusions
4 General Conditions
4.1 We reserve the right to pre–screen all boilers and may not cover your domestic central heating boiler if it is not in good working order, if parts are not available or your boiler does not meet our eligibility criteria.
4.2 If any recommended remedial or maintenance works notified during a gas boiler service and/or breakdown/failure are not carried out within 28 days, or your domestic central heating boiler does not meet our eligibility criteria (for example if spare parts are no longer available), we may cancel your policy.
4.3 Claims must be made via our Office or Emergency mobile number by you or a person calling on your behalf at the time of the breakdown and/or failure.
We will not cover the costs of work carried out by contractors not authorised by us in advance. Any gas leaks MUST in the first instance be reported to the National Gas Emergency Service on 0800 111 999.
4.4 In order for us to verify your cover, when calling, please have your policy number, Name, Address and Postcode ready to quote. The approved engineer may also ask you to produce your Policy Summary when they arrive at your property.
4.5 We may change any of the terms upon which we provide the level of cover, or any other term whatsoever. Where this change benefits you, we will make the change immediately and notify you of the change within 28 days. In all other cases we will write to advise you of the change at least 28 days prior to any change taking effect.
4.6 We will not cover the cost of repairs needed because of design faults, or faults which existed before you entered into your agreement or which we could not identify using reasonable care and skill.
4.7 We will not cover the cost of repairs necessary due to accidental damage caused by you or a tenant.
4.8 Where work is undertaken on your system by a third party, whether or not following our advice, which results in damage to that or another part of your system, the repair of any such damage will be excluded from your agreement.
4.9 We will not cover the cost of repairs or replacement for faults or damage of appliances or systems caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood, storm or other similar adverse weather conditions. You should check your household insurance to make sure you have enough cover for these risks.
4.10 Should parts not be readily available, we are not responsible for any delays caused by our suppliers or their agents in obtaining spare parts that are not immediately available;
4.11 Replacement parts for plumbing and electrical systems are not provided on a “like for like” basis but are replaced with the industry standard equivalent e.g. light fittings, switches, radiators etc.
4.12 If a leak from internal pipework is discovered and is not easily accessible, the leak must be exposed prior to our engineers attendance e.g. removal of plasterboard, lifting of floorboards etc. We do not cover pipework buried in concrete floors or walls, however we will repair a leak as part of your agreement if you exposed the pipework. Depending on the situation we could possibly expose the leak within reason, but this will be at an addition charge to you.
4.13 The commencement or continuation of service where there is a health and safety risk. For example, the presence of hazardous materials, infestation or any abuse (physical or verbal) to our staff or appointed representative.
5 Other Important Information
5.1 Appointments and Access to your Property
It is your responsibility to allow us access to your property. 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 service. 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.
5.2 Call Out Service
If you call us before 9am Monday to Friday to report total loss of heating or hot water, you will normally have a qualified engineer with you on the same day. If you contact us at a weekend or bank holiday we will arrange for the next available engineer to visit you as soon as possible.
5.3 Your Cancellation Rights
There is no minimum contract term for the Gas Connect Home Maintenance cover and you can cancel at any time by writing to us at: Gas Connect Home Maintenance Cover, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD. Cancelling your Direct Debit does not mean you have cancelled the agreement with Gas Connect Ltd.
5.3.1 If you pay by Monthly Direct Debit
If you cancel your agreement within the first 12 months of any agreement term and have had any callouts or an Annual Service during that period, we may charge you 50% of the cost of the callouts.
5.3.2 If you pay your annual premium in full
We will refund the balance of your premium pro-rata with the number of months you have been on cover and may charge you 50% of the cost of any callout during that period. If you have had a boiler service at the beginning of your cover period we may deduct £68.00 inc vat from the sum refunded to cover the cost of the service.
When servicing the boiler at the beginning of the cover period, if our engineer finds that the boiler is in poor condition we may invoke our cancellation rights (see below). Should this happen, the premium you have paid will be refunded to you less £68.00 to cover the cost of the service.
5.3.3 Price Changes and Renewals
Your agreement price will not change until your renewal. We will write to tell you about any change in price and Direct Debit monthly instalment amounts. At renewal we will write to you to tell you about any changes to the Terms and Conditions or prices. If you pay by Direct Debit, we will automatically renew your agreement(s) annually until you notify us otherwise.
5.4 Our Cancellation Rights
We may cancel your agreement in the following circumstances:
5.5 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.
5.6 Terms of Contract For the avoidance of any doubt, the contract is a contract for the provision of services by us to you and does not constitute a contract of insurance between you and us. This means that the contract is not regulated by the Financial Conduct Authority and also means that if you have any complaint relating to the Product that you have purchased and/or the services that we provide to you under this contract, you will not have the right to refer the complaint to the Financial Ombudsman Service.
This contract and any matters or disputes arising from or in connection with it shall be governed by the laws of England and Wales in the nonexclusive jurisdiction of the Courts of England and Wales.
We will always aim to do our best but unfortunately there may be times when things go wrong. If you have a complaint about any part of our service or your products please telephone us on Tel: 01702 474792 or write
to us at: Gas Connect Home Maintenance Cover, Leigh House, Broadway West, Leigh On Sea, Essex, SS9 2DD. We will try to deal with the matter immediately, but if we can’t then we will keep you regularly informed about the progress of our investigation.
Phone: 01702 474792
Gas Connect Heating Ltd
Leigh on sea
Essex SS9 2DD
May we take this opportunity of thanking you for the excellent service received from your company and every aspect of this re-fit.
Thank you very much for the splendid job your firm has carried out of installing central heating in our bungalow.
Both your engineers were excellent, good humoured and have done a first class job. They gave me a full explanation of what they were going to do and were also very polite.
I am writing to say thank you for the efficient service I recently received from Gas Connect. From the beginning, when I was given a quote for work needed and advice from you, to the completion of works, everyone has been very professional in attitude and service.