Boiler and heating breakdown cover. Terms and conditions

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Boiler and heating

breakdown cover

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2 Contents

1. Introduction 2. The plans 3. Definitions

4. General conditions that apply to the plans 5. General exclusions that apply to the plans 6. Cover within each plan

7. Additional works 8. Contact details

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1. Introduction

Wolverhampton Homes has designed HomeSafe Gas to provide you with peace of mind that your gas appliances are well taken care of. There are a number of service plan options available, ranging from a gas safety check to full maintenance and repair. No matter what plan you opt for, you can rest assured that you will benefit from a first rate, professional service.

Please make sure that you read these terms and conditions carefully as they, along with the statement confirming the package you have purchased, form the basis of the agreement you have with Wolverhampton Homes.

If anything on your statement is not correct or if you have any questions, please contact us on 01902 556789.

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4 2. HomeSafe Gas plans

Boiler Service Plan Landlord's safety check report Gas safety check Service (inc. parts and labour) Unlimited repairs Central heating service and repairs B★★★★ ✓ ✓ ✓ ✓ ✓ B★★★ ✓ ✓ ✓ ✓ B★★ ✓ ✓ ✓ B★ ✓ ✓ Appliance Service Plans Landlord's safety check report Gas safety check Service Unlimited repairs (inc. parts and labour) A★★★ ✓ ✓ ✓ ✓ A★★ ✓ ✓ ✓

These charts provide you with basic information of what is covered in each plan. Please check section six for exact coverage within each plan.

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3. Definitions

Certain words or phrases from your terms and conditions are listed below. Wherever they appear, they have the following meaning:

 Agreement means the agreement you have with

Wolverhampton Homes relating to the particular plan or plans you have purchased.

 Annual service visit for any plan that includes an annual service, is a visit we carry out in each Period of

Agreement.

 Home means the leasehold property in which the gas appliances under the service agreement are contained.  Period of Agreement means the fixed period of your

agreement shown on your statement. Your agreement begins on the date Wolverhampton Homes accepts your application and will normally run for a period of 12

months.

 Statement means a written statement you receive from Wolverhampton Homes which confirms the package you have purchased from us and the price you will pay.  We, us means Wolverhampton Homes and any of its

employees.

 You, your means the person named on your statement. If you are the landlord, it may refer to either you or your tenant.

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6 4. Conditions that apply to our plans

Our responsibilities

Wolverhampton Homes will, depending on which plan you have purchased from us, meet its responsibilities to service, repair and maintain your appliances within a reasonable timescale whenever it is possible to do so. If it is not possible due to circumstances beyond our control, we will inform you of a date when we will be able to meet these responsibilities.

Where the plan you have purchased from us includes repairs to your appliance or system, these will be carried out in accordance with the following timescales:

 Emergency repair: within 24 hours of reporting this to Wolverhampton Homes. This item is to repair or make safe an emergency occurrence.  Routine repair: within 20 days of reporting this to

Wolverhampton Homes

First visit

If you have applied for a plan that includes maintenance and repair throughout the year, we will need to assess whether your boiler and/or appliance can be accepted as part of your chosen plan (see section five, exclusions). During the first visit to your property, we will survey your gas installation at the same time that we carry out the service. If we are unable to offer you the plan of your choice, we will write to you giving reasons for our

decision and invoice you for the service completed during the visit.

Safety guidance

Wolverhampton Homes may need to inform you that repairs or improvements are required to ensure your appliance or system works safely. If you do not follow this

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guidance then it may mean that we are unable to fulfil our obligations to you under the agreement you hold with us. Your agreement will continue in place unless you inform us you wish to cancel or we inform you that we have to cancel the agreement. In this case we will give you the reasons we need to cancel.

Access

Our staff will only carry out work at a property where there is a person aged 17 or over present at all times. It is your responsibility to ensure access is provided to your property

If we cannot gain access on the date of the appointment, it is your responsibility to arrange another appointment with us.

If you do not arrange an appointment or we cannot gain access to carry out the work, your agreement with Wolverhampton Homes will continue whilst attempts are made to arrange an appointment. If access is still not gained we may write to you to inform you that

Wolverhampton Homes has cancelled your agreement.

Work force

Wolverhampton Homes will only use directly employed gas engineers to carry out any work. The engineer visiting the property will be wearing a uniform and will carry a formal identification card.

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8 Should we install or replace your gas boiler, we will

commission and also carry out a safety check on the appliance at the time of installation. Therefore, we would not carry out a separate annual service visit on this appliance during the first 12 month period.

Cancellation

You may cancel your agreement with us at any time, as long as you confirm this to us, either by telephone or email or by writing to us. See section nine for our contact details.

If you cancel within 14 days of the start of your

agreement, a full refund of any monies paid will be given. An exception to this is where we may have already carried out work to your home; in this case cancellation charges may occur.

If you cancel after the first 14 days of beginning your agreement, and pay us by monthly Direct Debit,

Wolverhampton Homes will provide you with cover until the end of the month for which your last payment applies and then end the agreement.

If you pay by any other method or frequency,

Wolverhampton Homes will provide you with cover until the end of the month where you have informed us of your intention to cancel. Should you have paid any monies in advance of this period then Wolverhampton Homes will provide you with a refund for the time you have left in your agreement for which you have already paid. An exception to this is where we may have already carried out work to your home, in this case cancellation charges may occur.

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Wolverhampton Homes may cancel the agreement in any of the following circumstances:

 You do not allow us access to your home when needed.

 You have provided us with incorrect information  We find a significant fault at the first visit.

 We have provided safety guidance and you have declined to accept this guidance.

 We find significant health and safety issues. In this case we may choose to cancel after ensuring the property has been rendered safe.

 We find that the appliances at your home are excluded from our packages.

 You do not keep up with the agreed payments for the plan you have chosen

 We cannot locate a part, after reasonable attempts to do so, that is required to repair an appliance.

Cancellation charges

If we, or you, cancel an agreement part way through the agreed period and work relating to that agreement has been carried out, you may be charged for this work. This charge will be as set out below but any money you have paid to Wolverhampton Homes for your plan in the period before cancellation will be deducted.

 Landlord’s Gas Safety Record: £30  Annual service: £30

 Boiler or central heating repairs: £100  All other repairs: £40

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10 5. Exclusions from our plans

Boilers

We will not accept any boiler that is over eight years old on any service plan three stars and up, unless it is a boiler manufactured by Worcester Bosch, which is less than 10 years old. The exclusion date will be determined by the age of the appliance at the end of the intended agreement period.

Fires

We will not accept any fire as part of the three star

service plan that is over five years old.The exclusion date will be determined by the age of the appliance at the end of the intended agreement period.

Accidental damage

We will not cover any damage that is accidental and has been caused either by you or any third party visiting your home. This exclusion includes any damage caused by another person working in or to your home.

Cost

We will not provide cover for any works where the cost of these (parts and labour) is equal to, or above, 75% of the cost of a replacement appliance (parts only).

Parts

We will only install genuine, new parts supplied by our stores provider, directly from the manufacturer. If these are not available then we will be unable to carry out the work to your appliance.

Damage or loss

We will not be responsible for any loss or damage to your property or belongings in the event of any appliance or

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part of the system failing (unless we have installed it and it is within the guarantee period). This includes all related works, e.g. burst water pipes, damage to structure and related cleaning.

We strongly recommend that you ensure you have

adequate third party insurance cover, including accidental damage, which includes cover for subsidence, fire, flood, structural repairs, adverse weather conditions etc.

Third party

No-one, other than the owner of the property, is able to benefit from the agreement. Therefore, the agreement cannot be passed between parties without the written agreement of Wolverhampton Homes. However, should you be a landlord who is subletting the property, it is acceptable for your tenant or representative to make arrangements for the work included in your agreement to take place.

Access

We will not be responsible for any costs incurred to gain access to carry out repairs or associated works. Whilst we can be expected to remove or replace floorboards or access panels to allow access to items below, we will not take responsibility for gaining access to areas where items are hidden, e.g. below a concrete floor, in a ceiling recess, behind a false wall or where carpets and/or laminate flooring require removal and replacement.

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12 6. What is covered by your package

Boiler cover

B ★

Includes a gas safety check of your property. This entails a visual examination only of any appliance installed within your home and a tightness test of the gas pipe work. The gas engineer will carry out any mandatory works required to allow a landlord’s gas safety certificate to be issued. B ★★

Includes a full gas service to the boiler installed within your home, in accordance with the manufacturer’s instructions. On completion a landlord’s gas safety certificate will be issued.

B ★★★

Includes a full gas service to the boiler installed within your home, in accordance with the manufacturer’s instructions. On completion a landlord’s gas safety certificate will be issued. This plan also includes repairs and maintenance (including parts and labour) to the boiler (including pipe work up to 0.5m of the boiler) within your home.

B ★★★★

Includes all items covered by three star service plan, as well as all associated radiators, pipe work and controls connected to the central heating system.

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Cover for additional appliances

A ★★

Includes a full gas service of any gas appliance (fire or wall mounted heater etc) within your home. On

completion a landlord’s gas safety certificate will be issued. (Discounts apply if combined with plans B ★, B ★★, B ★★★ or B ★★★★).

A ★★★

Includes a full gas service of any gas appliance (fire or wall mounted heater etc) within your home, plus all associated repairs (including parts and labour) to the appliances.

When considering these packages please take note of the exclusions shown in section five. If you are unsure of anything please ask.

7. Additional works

Should Wolverhampton Homes identify any additional works, not included in your chosen package, we may be able to offer to carry out this work on your behalf at an additional cost. Please ask for a quotation.

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14 9. Contact details

Email: home.sales@wolverhamptonhomes.org.uk Tel: 01902 556789

Merry Hill Housing Office Leasowes Drive

Warstones Wolverhampton WV4 4PG

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