ENERGY AND HOME SERVICES JUL 2021V2 - MONEYSUPERMARKET
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Energy and Home Services Jul 2021v2
This document contains
Eligibility criteria
Tariff Terms & Conditions
Insurance product information documents
About our insurance services document
Services cover (HomeCare) Terms & Conditions
It’s important that you read all of the information in this document
COVID -19 – please bear with us as we prioritise emergencies and catch up on service visits
delayed by Covid-19. For more information on how we are responding to Covid-19 and a full list
of what we class as an emergency repair please visit https://www.britishgas.co.uk/covid19
Eligibility Criteria
You own the home that you are taking the tariff out on
You have a gas boiler and controls that are in good working order
You will manage your account online
You are not an existing British Gas or British Gas X energy customer
You do not have an existing services or warranty agreement (including HomeCare 1-4,
Boiler and Central heating breakdown cover, Plumbing and Drains Cover, Home
Electrical Cover, Gas Appliance Check or Cover and Kitchen Appliance Cover) or any
service products provided with a previous tariff. As this is an introductory offer, if you
have any active services agreement, or had a services product with equivalent features
in the last 3 months or more than once in three years and choose to take this tariff we
will not set up any of the services. The terms of this energy tariff will continue to apply
for each fuel on this tariff
You do not have a prepayment meter or a smart meter in prepayment mode
Tariff terms and conditions
How it works
Customers will need to switch their energy tariff for both gas and electricity to this tariff.
This tariff includes an introductory offer for 12 months of Boiler and Controls Breakdown cover,
Plumbing and Drains cover and Home Electrical cover (your Services Cover) which
automatically renews after 12 months unless terminated earlier in accordance with the terms
of your policy (cancellation fees may apply).
As this is an introductory offer, if you have any active services agreement, or had a services
product with equivalent features in the last 3 months or more than once in three years and
choose to take this tariff we will not set up any of the services. The terms of this energy tariff
will continue to apply for each fuel on this tariff
Excesses apply to the Services Cover and this is the amount you need to pay towards each
completed repair.
Boiler and controls breakdown cover - £99 excess
Plumbing and drains cover - £60 excess
Home Electrical cover - £60 excess Information about what is and is not included in your Services Cover can be found in the HomeCare terms and Conditions and the Insurance Product Information Document(s), below. Both this tariff and the associated Services Cover will need to be in the name(s) of the same account holder(s) and for the same address. You’ll receive separate information about this tariff and your HomeCare agreement for your Services Cover once your order has been completed. Your Services Cover and tariff are separate agreements and may have different start and end dates. We’ll use the same Direct Debit details you give us when buying this tariff to set up two Direct Debits, one for your energy tariff (payable to British Gas Trading Limited) and one for your Services Cover (payable to British Gas Services Limited). The first Direct Debit for your Services Cover will start 12 months after your Services Cover start date. We’ll contact you at least 25 days before your Services Cover renewal date to notify you of your renewal price, and you can choose to change or cancel your contract if you wish. If you do nothing your Services Cover will renew onto the renewal price. Your Services Cover will be administered by British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. The HomeCare Terms and Conditions apply to your Services Cover. If there is any difference between what we say in these terms and conditions and what British Gas Services Limited say in the HomeCare Terms and Conditions about your Services Cover, the HomeCare Terms and Conditions takes priority. About your tariff Energy and Home Services Jul 2021v2 prices are fixed until 31 July 2021. You’ll pay a daily standing charge and unit rate for each fuel on this tariff. We’ll also add VAT. If you have a multiple rate electricity meter, you may have more than one unit rate. The price of your tariff won’t go up or down unless you change your tariff, change how you pay us (for example you stop paying by Direct Debit) or the government or regulator does something or plans something that means the price must change. For example, changing the amount of VAT we must charge. We’ll contact you if there is a change to your price. For more details about the rates we charge go to www.britishgas.co.uk/alltariffs Manage your account online You’ll need to manage this tariff and your account online. Managing your account online means: your bills and statements will be available online and not sent to you you can check your account details on our website or app you can find information about your tariff and account on our website you can contact us using our web chat service. Your bills and statements will be available on our website at www.britishgas.co.uk/identity/. We’ll send you emails when your bills and statements are ready and prompt you for meter readings (if we don’t automatically receive them). You should provide meter readings for your fuels when we prompt you for them to help ensure your bills are up to date.
Smart meters If you don’t have smart meters (either for both fuels or just one fuel), by joining this tariff you agree to book an installation appointment within 3 months and be at home for the appointment by going to www.britishgas.co.uk/smart-home/smart-meters.html. Your home needs to meet certain requirements to enable us to fit these meters. For example, safe access to the existing meters and a good mobile signal at your home. Although this tariff and Services Cover are for home owners only, if you’re a tenant, it’s your responsibility to get your landlord’s consent to having smart meters installed. Not all customers can have smart meters yet. We can’t be certain that you will be able to have smart meters until you come on to supply with us or in some cases, until the engineer has been to your home. If we can’t install smart meters at your home, you can stay on this tariff, but you’ll need to send us meter readings when prompted. If you are eligible for smart meters, and don’t already have them and don’t book an appointment for installation (where you are at the appointment or arrange for an alternative person to be at the appointment) within 3 months of joining this tariff, we may contact you and give you 30 days to choose a different tariff. If you don’t choose a different tariff or don’t book a smart meter appointment after we have contacted you, we’ll switch your tariff to a similar tariff (which doesn’t require a smart meter) which we have available for you at the time. If you have smart meters and join us from another supplier your ability to switch supplier or tariff is unaffected, but we may not be able to take your meter readings remotely. If the smart meters don’t send us meter readings automatically, you’ll need to send us meter readings when we prompt you for them. Environmental benefits from buying electricity on this tariff We match the electricity you buy from us on this tariff with 100% renewable energy by purchasing Guarantees of Origin (GoO) certificates or Renewable Energy Guarantee of Origins (REGOs) certificates or both. This means purchasing certificates that guarantee electricity has been generated from a renewable source to match the electricity that you’ll use. We’ll buy these when your tariff starts, and we’ll check at the end of the annual compliance period to make sure that we purchased enough GoOs or REGOs certificates or both to cover the electricity used. If you used more electricity than we originally purchased and assumed you would use, we’ll purchase more certificates to cover what you did use. The certificates are in addition to our legal obligations and schemes and separate from the existing subsidies. Please note, the electricity you use won’t be the same energy that was generated from the renewable sources. For more information about our fuel mix, environmental benefits which are in addition to our legal obligations, government support for renewable energy supply and how electricity is physically distributed go to www.britishgas.co.uk/greentariffs.
Paying for your energy You’ll need to pay by Direct Debit. Your prices may change depending on how you pay. If you pay by Direct Debit but miss any payments, we can ask you to pay by cash or cheque. Your prices would go up – we’ll explain the difference when we write to you and you can find the details at www.britishgas.co.uk/alltariffs. We’ll write to you at least seven working days before changing how you pay. If you pay by payment card or, if applicable, directly through the benefits you receive from government, the rates we charge are the same as if you pay by cash or cheque. If you have prepayment meters or we replace your meters with prepayment meters This tariff is not available with prepayment meters. If you have a prepayment meter at your property, or we replace your gas and/or electricity meters with prepayment meters, or mode change your meter to prepayment, we’ll switch your tariff for each fuel on prepayment to our cheapest tariff which is available to prepayment meter customers at that time. For any fuel which is not on prepayment these existing terms will apply. We’ll let you know if your tariff has changed because you have a prepayment meter. Your Services Cover will continue and will automatically renew after 12 months unless cancelled separately. If you want to change your meters You need to contact us to discuss this. This tariff including the Services Cover may not be available on another meter type and/or you may want to choose a different tariff. We will let you know if you would need to choose a different tariff when you contact us. If you want to cancel or switch You have 14 days from the day after you agreed to this tariff to change tariff without paying exit fees. For more information go to www.britishgas.co.uk/cooloff. You can switch to another supplier without giving us any notice. If you switch to another energy supplier after the 14 day period and before 13 June 2021, we’ll charge you an exit fee of £30 for electricity and £30 for gas. We’ll collect exit fees before any other amounts you owe us, either from payments you make or from any credit balance you have with us. If you move to another tariff with us, there are no exit fees. Your Services Cover will continue and renew automatically even if you cancel this tariff. If you want to cancel the Boiler and Controls Breakdown Cover, Plumbing and Drains Cover or Home Electrical Cover for any reason, then this must be done separately by contacting British Gas Services Limited. Cancellation charges may apply. Details can be found in your HomeCare Terms & Conditions. If you cancel your Services Cover You have 14 days from the day you receive your Services Cover contract pack to change your mind about the Services Cover. If you cancel the Services Cover provided with this tariff, this energy tariff will continue without the Services Cover until 31 July 2021, unless the tariff is cancelled earlier in accordance with these terms and conditions. You may be charged a cancellation fee if you cancel your Services Cover after you have had work done.
If we can’t take you onto Boiler and Controls Breakdown Cover
If we realise at a breakdown visit that we can’t cover your boiler for example because we find a
pre-existing fault or parts are no longer available, we will cancel it for you, free of charge. If this
happens, your Plumbing and Drains Cover and Home Electrical Cover will continue to
automatically renew after 12 months, unless cancelled in accordance with the HomeCare terms
and conditions.
Moving Home
You can take this tariff without the Services Cover with you if you move home. However, you
will have to contact us as soon as possible about your Services Cover as it will not transfer to
the new property and will need to be cancelled. When you contact us, we can go through the
options for your new home.
At the end of the tariff
Before this tariff ends, if you haven’t already switched to another tariff or supplier, we’ll contact
you. If you don’t switch tariff or supplier before 01 August 2021, we’ll move you to the
cheapest default tariff (no exit fees) we have available at that time.
From the last 49 days of this tariff ending if you decide to switch you don’t have to pay any exit
fees. You’ll keep your current prices and terms and conditions (excluding exit fees) until:
You switch to one of our other tariffs no later than 20 working days after (but not
including) 31 July 2021; or
You switch to another supplier and they tell us you’d like to switch no later than 20 working
days after (but not including) 31 July 2021. The other supplier then needs to supply your
energy within a reasonable time after they told us you want to switch; or
You try to switch supplier and you pay any outstanding supply charges for the fuel(s) you
want to switch within 30 working days after we tell you we object to the switch.
After the tariff ends, the Services Cover will continue until you cancel it.
Other things to bear in mind
We’ll only sell so many of these tariffs, and we might withdraw it.
Our terms and conditions of supply also apply - you can find them at britishgas.co.uk/terms
If there is any difference between what we say in these terms and conditions and the supply
terms, what we say in these terms takes priority.Insurance Product
Information Document
British Gas is a trading name of British Gas Services Limited which is
authorised and regulated by the Financial Conduct Authority. Registered
in England and Wales (No. 03141243). Registered office: Millstream,
Maidenhead Road, Windsor, Berkshire SL4 5GD. britishgas.co.uk Product: Boiler and Controls Breakdown Cover
This document provides a summary of the key information relating to this Boiler and Controls Breakdown Cover insurance policy.
Complete pre-contractual and contractual information on the product is provided in the terms and conditions.
What is this type of Insurance?
Boiler and Controls Cover provides cover for repairs in the event of breakdown or damage to your boiler.
What is Insured? What is not Insured?
Unlimited repairs to your boiler and controls and First Service or Annual Service
gas supply pipe Pre-existing faults or design faults
All parts and labour Anything that happens within the first 14 days of you
Non-emergencies and emergencies taking out the product
Cover up to £1,000 (including VAT) to gain access and Repairing or replacing your central heating system
make good for each repair Removing sludge or scale or repairing the damage it
Boiler replacement if we can’t repair it and it is less than causes if we’ve already told you about it
7 years old (or less than 10 years old if we installed it and Showers, taps or sanitary ware
have covered it ever since)
Deliberate damage or faults caused by someone else
Replacement of parts that we can’t repair (subject to terms you have used for repairs
and conditions)
System improvements or upgrades
Accidental damage
Repairs that are purely cosmetic
Are there any restrictions on cover?
Domestic use only and you own the home that you are
taking cover out on
If you have chosen to pay an excess you will need to pay
this for each completed repair or replacement
Where am I covered?
✓ Mainland United Kingdom. If there are postcode areas that we are unable to cover, we will inform you prior to purchase.
What are my obligations?
• You must take reasonable care to provide complete and accurate answers to questions we may ask you when you take out, make
changes to, make a claim on and renew this policy
• It’s your responsibility to keep us informed of any changes to your contact details or change of address
• It’s also your responsibility to inform us if you change a boiler that’s covered by us so that we can check continued eligibility and
appropriateness of cover
When and how do I pay?
• You can pay for your product yearly by cheque, debit or credit card or Direct Debit – or monthly by Direct Debit.
If you have chosen Direct Debit, the start date will be shown on your schedule
When does the cover start and end?
You’ll find your cover start and end dates in your policy documentation.
How do I cancel the contract?
You can cancel your product at any time by calling 0333 202 9523* or writing to us at: HomeCare Membership Office, Murdoch House,
Bothwell Road, Uddingston, G71 7UD.
We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided.
If we’ve carried out any work for you, you may have to pay cancellation charges.
*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.
EG+ 734647-3
EG+ Job No: 734647-3 Date: 29.01.18
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Trim: 297x210mm | Visual Area: 271.6x184.6mm | Bleed: 3mm ARTWORK @ 100% DI: Clare
Export Option: EG+ Main Preset | Ratio: 1.414 | Page 1 of 1 Lakeside House, 30 The Causeway, Staines, TW18 3BY | www.egplusww.comInsurance Product
Information Document
British Gas is a trading name of British Gas Services Limited which is
authorised and regulated by the Financial Conduct Authority. Registered
in England and Wales (No. 03141243). Registered office: Millstream,
Maidenhead Road, Windsor, Berkshire SL4 5GD. britishgas.co.uk Product: Plumbing and Drains Cover
This document provides a summary of the key information relating to this Plumbing and Drains Cover insurance policy. Complete
pre-contractual and contractual information on the product is provided in the terms and conditions.
What is this type of Insurance?
Plumbing and Drains Cover provides cover for repairs in the event of breakdown or damage to your plumbing and drains and the
water supply pipe within the boundary of your property.
What is Insured? What is not Insured?
✓ Unlimited repairs to your plumbing system and the ✗ Pre-existing faults or design faults
water supply pipe within the boundary of ✗ S
howers and sanitary ware
your property
✗ D
eliberate damage or faults caused by someone
✓ Unlimited repairs and unblocking of drains and else you have used for repairs
waste pipes
✗ S
ystem improvements or upgrades
✓ All parts and labour
✗ S
hared drains
✓ Non-emergencies and emergencies
✗ W
ater supply pipes that do not supply your home
✓ Accidental damage
✗ R
epairs that are purely cosmetic
✓ Cover up to £1,000 (including VAT) to gain access
and make good for each repair ✗ P
ipes between your home and outbuildings
✓ Replacement of parts that we can’t repair (subject to
terms and conditions)
Are there any restrictions on cover?
! Domestic use only and you own the home that you
are taking cover out on
! If you have chosen to pay an excess you will need to
pay this for each completed repair or replacement
Where am I covered?
✓ Mainland United Kingdom. If there are postcode areas that we are unable to cover, we will inform you prior to purchase.
What are my obligations?
• You must take reasonable care to provide complete and accurate answers to questions we may ask you when you take
out, make changes to, make a claim on and renew this policy
• It’s your responsibility to keep us informed of any changes to your contact details or change of address
When and how do I pay?
You can pay for your product yearly by cheque, debit or credit card or Direct Debit – or monthly by Direct Debit.
If you have chosen Direct Debit, the start date will be shown on your schedule.
When does the cover start and end?
You’ll find your cover start and end dates in your policy documentation.
How do I cancel the contract?
You can cancel your product at any time by calling 0333 202 9523* or writing to us at: HomeCare Membership Office,
Murdoch House, Bothwell Road, Uddingston G71 7UD.
We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided.
If we’ve carried out any work for you, you may have to pay cancellation charges.
*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.
EG+ 743922-16Insurance Product
Information Document
British Gas is a trading name of British Gas Services Limited which is
authorised and regulated by the Financial Conduct Authority. Registered
in England and Wales (No. 03141243). Registered office: Millstream,
Maidenhead Road, Windsor, Berkshire SL4 5GD. britishgas.co.uk Product: Home Electrical Cover
This document provides a summary of the key information relating to this Home Electrical Cover insurance policy.
Complete pre-contractual and contractual information on the product is provided in the terms and conditions.
What is this type of Insurance?
Home Electrical Cover provides cover for repairs in the event of breakdown or damage to your mains electrical system in your home
and outbuildings.
What is Insured? What is not Insured?
Unlimited repairs to your mains electrical system and Pre-existing faults or design faults
wiring in your home and outbuildings Showers, taps and sanitary ware
Unlimited repairs to your fuse box, light fittings, Deliberate damage or faults caused by someone
switches and sockets else you have used for repairs
All parts and labour System improvements or upgrades
Non-emergencies and emergencies Electrical appliances, cooker hoods or extractor
Accidental Damage fans over 15cm diameter
Cover up to £1,000 (including VAT) to gain access Repairs that are purely cosmetic
and make good for each repair Wires between your home and your outbuildings
Replacement of parts that we can’t repair (subject to
terms and conditions)
Are there any restrictions on cover?
Domestic use only and you own the home that you
are taking cover out on
If you have chosen to pay an excess you will need to
pay this for each completed repair or replacement
Where am I covered?
✓ Mainland United Kingdom. If there are postcode areas that we are unable to cover, we will inform you prior to purchase.
What are my obligations?
• You must take reasonable care to provide complete and accurate answers to questions we may ask you when you take
out, make changes to, make a claim on and renew this policy
• It’s your responsibility to keep us informed of any changes to your contact details or change of address
When and how do I pay?
You can pay for your product yearly by cheque, debit or credit card or Direct Debit – or monthly by Direct Debit.
If you have chosen Direct Debit, the start date will be shown on your schedule.
When does the cover start and end?
You’ll find your cover start and end dates in your policy documentation.
How do I cancel the contract?
You can cancel your product at any time by calling 0333 202 9523* or writing to us at: HomeCare Membership Office,
Murdoch House, Bothwell Road, Uddingston G71 7UD.
We’ll give you a full refund if you cancel within 14 days. If you cancel after 14 days, a pro rata refund will be provided.
If we’ve carried out any work for you, you may have to pay cancellation charges.
*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.
EG+ 743922-14Important Information about our insurance services
Scottish Gas is the trading name of British Gas Services Limited
The Causeway, Staines, Middlesex TW18 3BY
1. The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.
2. Whose products do we offer?
We offer products from a range of insurers.
We only offer products from a limited number of insurers. Ask us for a list of insurers we offer insurance from.
We only offer Financial Services products from British Gas Insurance Limited.
3. Which services will we provide you with?
We will advise and make a recommendation for you after we have assessed your needs.
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of
products that we will provide details on. You will then need to make your own choice about how to proceed.
We represent you and not the insurer for the sale of insurance products.
4. What will you have to pay us for our services?
A fee.
No fee.
You will receive a quotation which will tell you about any other fees relating to any particular insurance policy.
British Gas Services Limited gets paid commission from the insurer, which is made up of a percentage of the premium.
5. Who regulates us?
British Gas Services Limited is authorised and regulated by the Financial Conduct Authority.
Our Financial Services register number is 490568.
Our permitted business is the sale and administration of general insurance contracts.
You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk or by contacting the
FCA on 0800 111 6768, and from abroad on +44 207 066 1000.
6. Ownership
British Gas Trading Limited, British Gas Services Limited and British Gas Insurance Limited are subsidiaries of Centrica Plc.
7. What to do if you have a complaint
If you wish to register a complaint, please contact us:
… in writing Services Customer Relations, PO Box 699, Winchester, SO23 5AR.
… by phone 0333 202 9832*
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
8. Are we covered by the Financial Services Compensation Scheme (FSCS)?
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations.
This depends on the type of business and the circumstances of the claim.
SC222 10/19 A4 eg+ 751337-9
Insurance advising and arranging is covered for 90% of the claim, without any upper limit.
Further information about compensation scheme arrangements is available from the FSCS.
*We may record calls to help improve our service to you. Call charges to 03 numbers will cost no more than 01 or 02 numbers, please check
with your phone provider.
Scottish Gas is a trading name of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Registered in England & Wales
(Registered No. 03141243). Registered Office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. scottishgas.co.ukHomeCare range Terms & Conditions Please keep this booklet in a safe place for future use
About this booklet
This booklet explains exactly what the products
in your HomeCare agreement do and don’t cover,
what to do if you want to make a claim, change or
cancel your agreement or a product, and how to make
a complaint.
It is important you read these terms and conditions carefully, together with your statement
confirming the products you hold, as these form the basis of your agreement with us.
If anything is not correct on your statement, or if you have any questions, please visit
britishgas.co.uk/help-and-support or call 0333 200 8899.
At British Gas, we care about privacy and we protect your personal data. We want to be
transparent about how we use your personal data, so before you read our Terms and
Conditions, we want to point out that British Gas Services Limited is the data controller of
your personal data. Although our Privacy Notice does not form part of the contract between
you and British Gas Services Limited, you should read our Privacy Notice, to understand
how we collect and use your personal data and your data protection rights. Please see our
Services Privacy Notice at britishgas.co.uk/privacy
Definitions 4-5
What we can look after 6-7
Our insurance products 8-9
- Insurance features 10 - 17
Our non-insurance products 18
- Service and inspection products 19 - 21
- Service and repair warranty products 22 - 25
General conditions 26 - 30
General exclusions 30 - 31
Complaints 32
Compensation scheme 32
Cancelling your agreement 32 - 35
How to make a claim 36
2 3Understanding these terms Definitions
and conditions
‘We’ and ‘you’ drains
- the system of waste water
managing agent
insurable interest
standard alternative. We’ll
provide replacements with
By ‘we’, ‘us’, or ‘our’, we mean British Gas Services Limited – as the provider of the services pipes on your property. - in relation to any insurance similar functionality but
for your non-insurance products and the administrator for British Gas Insurance Limited product, where a managing not necessarily an identical
excess/fixed fee
who underwrite your insurance products. British Gas Services Limited also holds premium agent has a contractual make and model or type
- the amount you’ve
and claims monies as an agent of British Gas Insurance Limited. obligation to maintain of fitting.
chosen to pay towards
elements of a property on - in the case of internet
British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. each completed repair or
behalf of a landlord. enabled boilers, appliances
By ‘you’ or ‘your’, we mean the person(s) named on your statement, plus the people replacement.
who normally live in your home, including any tenants. Only the person(s) named on the monitor/monitoring or parts, replacements will
first service - keeping an eye on your only be from the British Gas
statement, or their spouse, legal partner or authorised contact can amend or cancel - a check to confirm whether
the agreement. boiler data so we can or Hive range.
we can cover your boiler identify when your boiler is
and controls or central - for Kitchen Appliance Cover
Words in bold heating. See page 28 for
failing to produce heat or
hot water.
we’ll provide a contribution
more details. towards a replacement
Some of the words and phrases we’ve used have a particular meaning. We’ve highlighted period of agreement appliance with similar
these words in bold and explained what they mean below: gas supply pipe - the day your agreement functionality from our
- the pipe that connects your starts until your agreement approved supplier.
Definitions ventilation is working safely
and in line with the relevant
zone valves and central
heating pump.
gas meter to your gas boiler
and other gas appliances
runs out, as detailed on sanitary ware
your statement. - your toilet bowl and cistern,
access and making good laws and regulations. See you have on your property.
boiler data product/products bidet, sink, pedestal, bath
- getting access to your page 28 for more details.
- information we receive home - cover or service for certain and shower tray.
boiler, appliance or system, approved list from your boiler IQ - the building, including appliance(s) or system(s). sludge
and then repairing any - boilers, appliances or hardware. any attached garage or property/properties - the natural build-up of
damage we may cause parts that we can repair
boiler IQ hardware conservatory where you - a home and all the land up deposits in your boiler or
in doing so, by replacing or replace.
- the diagnostic module live or a home you own, to your boundary – including central heating system as
items such as cabinets
authorised contact attached to your boiler and including holiday homes or any detached outbuildings. it corrodes over time.
or cupboards that we’ve
- a managing agent, the hub connected to your rental properties.
removed and by filling in repair(s)/repairing/ statement
holes we have made and landlord or any named broadband router. landlord repaired - the document that shows
leaving a level surface. See person who you’ve - someone who owns a - to fix your boiler, appliance the products you have
British Gas Powerflush
page 29 for more details. authorised and who property which they don’t or system following an with us, the period of
- a process where we remove
we’ve agreed can act occupy and which may be individual fault or breakdown agreement, how much
accidental damage sludge from your central
on your behalf to make occupied by a tenant. but not repairs that you’re paying and any
- when you do something heating system.
arrangements under your are purely cosmetic (for excess or fixed fee.
that stops your boiler, central heating light fitting(s)
agreement in relation to a example; mould, dents or
appliance or system from - the heat and hot water - the electrical cable and upgrades
property. scratches) or related to
working properly, without system on your property fixings up to and including - improvements that make
meaning to. boiler and controls standard light bulb holders, software which doesn’t stop your boiler, appliance or
– including your expansion
- a single natural gas or individual downlight fittings the main function of your system safer, or more
agreement tank, radiators, bypass and
Liquid Petroleum Gas boiler embedded into ceilings and boiler, appliance or system efficient.
- all of the products you radiator valves, system
or warm-air unit on your fluorescent tube assembly from working or make it
have with us. If you have filters, warm-air vents, warm-air
property that’s designed and starter units. unsafe.
Energy Extra with us this will cylinders, any immersion - where your home is heated
for home use and has a replacement/replace/
be in a separate agreement. heater and its wired in timer managing agent by warm air flowing through
heat output capacity of up replacing
switch, and the pipes that - someone who provides vents, not hot water flowing
annual service to 70kW – as well as the - where we replace your
connect them. managed services to a through radiators.
- a check in each period of flue and the controls that boiler, appliances (not those
cylinders landlord in relation to one
agreement to ensure that make it work, including covered under Kitchen
- tanks that store hot water. or more properties.
your gas boiler, appliance the programmer, any Appliance Cover) or parts
or central heating, and thermostats, motorised with a British Gas approved
4 5What we can look after
Boiler and controls
Central heating
Plumbing
Drains
Home electrics
Kitchen appliances
Gas appliances
Boiler IQ
Shown for reference
and not included with
these agreements
6 7Our insurance products
Our insurance products
All our insurance products are underwritten by British Gas Insurance Limited. All insurance products include:
British Gas Insurance Limited is authorised by the Prudential Regulation Authority and • Parts and labour
regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
• Unlimited number of repairs
The table below shows the features that are included in each product. You should also refer
to the general conditions on page 26 and general exclusions on page 30. • Up to £1,000, including VAT, for getting access and making good for each repair
Product Features
Page Product Annual Boiler Central Plumbing Drains Home Gas Kitchen These products are designed to meet the demands
Nos As shown on your service and Heating Electrics Appliance Appliance and needs of customers who want to protect their:
statement Controls
10 HomeCare One Boiler and controls on a service and repair basis
10-11 HomeCare Two / Boiler, controls and central heating on a service
Energy Extra 200 and repair basis
10-13 HomeCare Three Boiler, controls and central heating on a service and
repair basis and plumbing and drains on a repair only
basis
10-14 HomeCare Four / Boiler, controls and central heating on a service and
Energy Extra 400 repair basis and plumbing, drains and home electrics
on a repair only basis
12-14, Energy Extra 50 Boiler, controls, central heating, plumbing, drains and
16-17 home electrics on a repair only basis
10 Boiler and Controls Cover Boiler and controls on a service and repair basis
10-11 Central Heating Cover Boiler, controls and central heating on a service
and repair basis
12 Plumbing Cover Plumbing on a repair only basis
12-13 Plumbing and Drains Plumbing and drains on a repair only basis
Cover
14 Home Electrical Cover Home electrics on a repair only basis
15 Gas Appliance Cover Gas appliances on a service and repair basis
15 Kitchen Appliance Cover Kitchen appliances on a repair only basis
16 Boiler and Controls Boiler and controls on a repair only basis
Breakdown Cover
16-17 Central Heating Boiler, controls and central heating on a repair only basis
Breakdown Cover
8 9General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Boiler and Controls Central Heating
What’s covered What’s not covered What’s covered What’s not covered
All repairs to: amage caused by limescale, sludge
D All repairs to the heat and hot water Damage caused by limescale, sludge
or other debris, if we’ve told you before system on your property including: or other debris – if we’ve told you
• A single natural gas or Liquid Petroleum
that you need to carry out repairs, • Expansion tank, radiators, bypass and before that you need to carry out
Gas boiler or warm-air unit on your
improvements or a British Gas radiator valves repairs, improvements or a British Gas
property, that’s designed for home
Powerflush, or a similar process, but Powerflush, or a similar process, but
use and has a heat output capacity • Warm-air vents
you haven’t done so you haven’t done so
of up to 70kW
Fixing your showers, their parts and • Cylinders and any immersion heater Fixing your showers, their parts and
• The flue including the flue terminal, and
up to one metre in length shower pumps shower pumps
its wired in timer switch; and
• The controls that make the boiler
Any controls designed specifically Repairing or replacing taps
for underfloor heating • The pipes that connect the central
work including the programmer, any heating system Any parts that are designed specifically
thermostats, motorised zone valves Repairing or replacing the flue including for underfloor heating
and central heating pump; and the flue terminal for any open flued
A replacement of parts of your central
heating if we can’t repair them Supply of curved or designer radiators
• The gas supply pipe appliances or if the flue is over one metre
(see page 30)
in length, unless we installed it Accidental damage
A replacement for your boiler if we can’t Repair or replacement of electrical
repair it and: Repairing or replacing any network A first service or annual service
(see page 28) elements in radiators
hub, smart speaker or voice controlled
• It’s less than seven years old equipment or any smart functionality, Replacing or topping up your system
• Or, it’s between seven and ten years for example connectivity to or from your inhibitor unless we’ve removed it
old, we installed it and it’s been thermostat and mobile devices Any part of your central heating which
continuously covered by British Gas Replacing or topping up your system directly supplies a swimming pool
under either a warranty or HomeCare inhibitor unless we’ve removed it
agreement
Any part of your boiler and controls
• Or, it caught fire or exploded, providing which directly supplies a swimming pool
you gave us access to carry out your
annual service within every period of
Resetting your controls or replacing
agreement since we first covered you the batteries
A replacement of the gas supply pipe Repairing or replacing your central
and the controls that make your boiler heating system
work if we can’t repair them Repairing or replacing air or ground
A replacement of the flue including the source heat pumps
flue terminal up to one metre in length if
we can’t repair it
A first service or annual service
(see page 28)
Accidental damage
Costs of up to £500 for alternative
accommodation and travel if your home
is unfit to live in as a result of your boiler
catching fire or exploding
10 11General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Plumbing Drains
What’s covered What’s not covered What’s covered What’s not covered
All repairs to the plumbing system Showers and their parts, shower Repairing and unblocking drains Rainwater guttering and down pipes,
on your property including: pumps, sanitary ware, spa baths, to restore flow manholes and their covers, soakaways,
seals and grouting septic tanks, cesspits, drainage pumps,
• Your hot and cold water pipes between Repairing leaks to internal waste water
Radiators treatment plants and macerators and
your internal stopcock up to, and pipes and external soil and vent pipes
their outflow pipes
including your taps and garden taps Any parts that are designed to boost A replacement of parts that we
and the flexible pipes to your kitchen your mains water pressure can’t repair
Cleaning and descaling your drains
appliances
Water softeners, water filters and waste Accidental damage Shared drains
• The hot water cylinder and cold water disposal units and taps that deliver
tanks including immersion heaters, boiling or filtered water
toilet siphons, isolation, ball and
radiator valves; and Water pipes between your home
and any detached outbuildings
• Your water supply pipe from on your property
the boundary of your property
to your home Swimming pools, fountains, ponds
or water features, garden irrigation
A replacement of parts that we can’t systems, free standing garden taps
repair. We will replace a pair of taps and the water pipes running to or
to a single item of sanitary ware where from them
only one can’t be repaired
Rainwater pipes and guttering
Accidental damage
Frozen pipes that need defrosting where
there is no other damage
Any water supply pipe that doesn’t
supply your home
Water meters
Plumbing in your outbuildings if the
supply is provided by a separate mains
connection than to your home
Repair and/or maintenance of devices
fitted to your plumbing system that
are designed to assist in the detection
of leaks
12 13General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Home Electrics Gas Appliance Kitchen Appliance
What’s covered What’s not covered What’s covered What’s covered
All repairs to the mains electrical system Electrical appliances, burglar alarms and All repairs to: All repairs to the kitchen appliance(s)
and wiring on your property including: camera systems shown on your statement
The gas appliance(s) shown
• The fuse box, light fittings, switches, Showers and their parts, shower pumps, on your statement A contribution towards a replacement
sockets, isolation switches and your cooker extractor hoods, storage and if we can’t repair it or we decide it will
The flue including the flue terminal
immersion heater timer switch panel heaters, underfloor heating, cost less to replace than to repair.
up to one metre in length
swimming pools, controls, pumps, We’ll source the replacement from
• Extractor fans up to 15cm in diameter
detectors, timers and programmers, A replacement if we can’t repair it our approved supplier and make the
• Doorbells and smoke alarms that are electrical plugs, and solar panels and because it caught fire or exploded, following contribution based on their
connected to the wiring their inverters providing you gave us access to carry current retail selling price:
out your annual service within every •1
00% if your appliance is less than
• Outside lighting as long as it’s fixed to The electricity supply cable up to
period of agreement since we first three years old
your home or outbuildings and fitted the fuse box or mains isolation switch
covered you
less than ten metres above ground; and if fitted • 30% if your appliance is three years old
• Your electric vehicle charging unit,
An annual service or more
Power cables between your home and
(see page 28)
if we installed it any detached outbuildings, outdoor You may be required to provide
A replacement of parts that we fittings or appliances on your property A replacement of the flue including proof of purchase to help verify
the flue terminal up to one metre in the appliance value
can’t repair Electrics in your outbuildings if the
length for the gas appliance(s) on your
Accidental damage supply is connected to a separate You may use our contribution towards
statement if we can’t repair it
electricity meter than to your home an alternative model of your choice from
Accidental damage our approved supplier. There is
Rubber or lead covered cables
Costs of up to £500 for alternative no cash alternative
Complete system rewire
accommodation and travel if your home Accidental damage
Outside lighting not fixed to your home is unfit to live in as a result of your gas
or outbuildings appliance catching fire or exploding
What’s not covered
What’s not covered Anything that happens in the first 14
days of you taking out the product
Repairing or replacing the flue including Wine coolers, cooker hoods and other
the flue terminal for any open flued extractor fans
appliances or if the flue is over one metre
in length, unless we installed it Disconnecting and disposing of your
old appliance, or unpacking or installing
Damage caused by limescale new ones
Flueless fires Any appliance(s) that weren’t bought
in the UK
Any appliances(s) that weren’t new
when you bought them, unless they are
appliance(s) that were in the property
when you moved in
14 15General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Boiler and Controls Breakdown Central Heating Breakdown
What’s included What’s not covered What’s included What’s not covered
All repairs to: Anything that happens within the first All repairs to the heat and hot water Anything that happens within the first
14 days of you taking out the product system on your property including: 14 days of you taking out the product
•A
single natural gas or Liquid Petroleum
Gas boiler or warm-air unit on your Accidental damage • Expansion tank, radiators, bypass Accidental damage
property, that’s designed for home and radiator valves
Damage caused by limescale, sludge Damage caused by limescale, sludge
use and has a heat output capacity of
or other debris – if we’ve told you • Warm-air vents or other debris – if we’ve told you
up to 70kW
before that you need to carry out before that you need to carry out
• Cylinders and any immersion heater
•T
he flue including the flue terminal, repairs, improvements or a British Gas repairs, improvements or a British Gas
and its wired in timer switch; and
up to one metre in length Powerflush, or a similar process, but Powerflush, or a similar process, but
you haven’t done so • The pipes that connect the central you haven’t done so
•T
he controls that make the boiler
heating system
work including the programmer, any Fixing your showers, their parts and Fixing your showers, their parts and
thermostats, motorised zone valves shower pumps A replacement of parts of your central shower pumps
and central heating pump; and heating if we can’t repair them
Any controls designed specifically Repairing or replacing air or ground
• The gas supply pipe for underfloor heating source heat pumps
A replacement for your boiler if we can’t Repairing or replacing the flue including Repairing or replacing taps
repair it and: the flue terminal for any open flued
Any parts that are designed specifically
appliances or if the flue is over one metre
• It’s less than seven years old for underfloor heating
in length, unless we installed it
• Or, it’s between seven and ten years Supply of curved or designer radiators
old, we installed it and it’s been
Repairing or replacing any network (see page 30)
hub, smart speaker or voice controlled
continuously covered by British Gas
equipment or any smart functionality, Repair or replacement of electrical
under either a warranty or HomeCare
for example connectivity to or from your elements in radiators
agreement
thermostat and mobile devices Replacing or topping up your system
A replacement of the gas supply pipe inhibitor unless we’ve removed it
and the controls that make your boiler
Replacing or topping up your system
inhibitor unless we’ve removed it Any part of your central heating which
work if we can’t repair them
Any part of your boiler and controls directly supplies a swimming pool
A replacement of the flue including the
which directly supplies a swimming pool A first service or annual service
flue terminal up to one metre in length if
we can’t repair it Resetting your controls or replacing
the batteries
A first service or annual service
Repairing or replacing your central
heating system
Repairing or replacing air or ground
source heat pumps
16 17Our service and inspection products
Our non-insurance products Boiler IQ Gas Appliance
All our non-insurance products are provided by British Gas Services Limited. This product is only available for selected Check
boilers and where you hold a HomeCare
You should also refer to the general conditions on page 26 and general exclusions
product or British Gas warranty that
on page 30.
covers your boiler. We’ll install the boiler IQ What’s included
British Gas also offers on demand home improvement services. Please see contact details hardware, monitor your boiler remotely An annual service for the gas
on the back page for further information. and let you know if we detect your boiler is appliance(s) on your statement
failing to provide heat or hot water.
If our engineer finds that one of your gas
Service and Inspection Products What’s included appliance(s) isn’t fit to be used, you’ll still
have to pay for their visit
Boiler IQ 19
Installing the boiler IQ hardware
Gas Appliance Check 19 Monitoring your boiler What’s not included
Contacting you when we identify your Any repairs or replacements
Annual Boiler Service 19
boiler is failing to provide heat or hot
Gas Safety Check and Certificate 20 water to arrange a repair under your
Gas Safety Certificate 20
HomeCare agreement
Repairing or replacing your boiler IQ
Annual Boiler
Electrical Installation Condition Report 21
hardware if it develops a fault
Service
Electrical Appliance Testing 21
What’s not included This is only available if you have a British Gas
Repairing or replacing your central 5 Year Warranty
heating system
Service and Repair Warranty Products 22 Repairing or replacing your boiler What’s included
and controls An annual service for your boiler
Gas Appliance 23 A first service or annual service
Identifying faults that don’t stop your
What’s not included
Boiler and Controls 24
boiler producing heat or hot water Any repairs or replacements
Central Heating 25 Identifying faults if your internet
connection or power supply fails
Any internet related costs, including
those associated with the transfer of
data to or from your boiler IQ hardware
18 19General conditions (see page 26) and general exclusions (see page 30) also apply. Our service and inspection products
Gas Safety Check & Gas Safety Electrical Installation Electrical Appliance
Certificate (CP12) Certificate (CP12) Condition Report Testing
If you are a landlord, under the law it’s your This can only be purchased with a British Gas (EICR) This is an optional service for landlords
responsibility to make sure you have a valid product that includes an annual service purchasing an Electrical Installation
Gas Safety Certificate for the gas meter, and will normally be completed at the same This is a one-off safety inspection of your Condition Report who provide their tenants
gas pipework and any gas appliance(s) on time as your annual service. mains connected electrical wiring and with any appliance that is permanently
your property. When your safety check is electrical fixtures, including the fuse box. connected or connected via a plug and
due we’ll send you an email, letter, or text What’s included socket. We will check the number of
message or call you to arrange it. We’ll try to
An inspection of your gas meter
What’s included appliances that you’ve paid for but it’s your
get hold of you up to three times. If we don’t responsibility to make sure that you, your
hear back from you after that, we won’t try and gas pipework A series of electrical safety tests of your tenant or managing agent shows us which
again. It’s then up to you to contact us to A Gas Safety Certificate for your gas electrical wiring appliances should be tested.
arrange your safety check. meter, gas pipework and any gas A visual inspection of all your accessible
appliance(s) on your statement, which switches, sockets, and light fittings What’s included
What’s included we’ll post or email to you and your and checking a sample of the
An electrical safety test on appliances
tenant if you prefer. If any part fails the connections to them
An inspection of your gas meter, owned and identified for testing by
safety inspection, we’ll include all the
gas pipework and any gas appliance(s) details on the Gas Safety Certificate
A report which will contain details of the the landlord
on your statement inspection and any faults found, and
A separate appliance testing report
a recommendation of when the next
A Gas Safety Certificate for your gas detailing what’s been tested, provided
inspection should take place
meter, gas pipework and any gas with your Electrical Installation
appliance(s) on your statement, which What’s not included Condition Report
we’ll post or email to you and your
Repairs or a replacement of your
tenant if you prefer. If any part fails the
safety inspection, we’ll include all the gas meter, gas pipework or any What’s not included
details on the Gas Safety Certificate gas appliance(s)
Any repairs to faults identified during What’s not included
The cost of re-inspecting any of the testing and inspection
failures detailed on your Gas Safety
Repairs or replacement to appliance(s)
Certificate
Re-checking any faults once you’ve Tests to appliances not provided,
What’s not included We won’t provide a Gas Safety
repaired them
or identified, by the landlord
as requiring testing
Repairs or a replacement of your Certificate for any boiler or gas appliance
gas meter, gas pipework or any we’ve not inspected Tests to appliances where we can’t
gas appliance(s) reasonably gain access to the electrical
connection point
An annual service
The cost of re-inspecting any of the
failures detailed on your Gas Safety
Certificate
We won’t provide a Gas Safety
Certificate for any boiler or gas appliance
we’ve not inspected
20 21General conditions (see page 26) and general exclusions (see page 30) also apply. Our service and repair warranty products/features
Service and Repair Warranty Products Gas Appliance
The table below shows the features that are included in each product. You should also refer If you’ve bought a gas appliance from
to the general conditions on page 26 and the general exclusions on page 30. British Gas New Heating Limited you may
have been provided with a twelve month
Gas Appliance Care product.
Product Features
What’s included
Page Product Annual Gas Bolier & Central
Numbers As shown on your Service Appliance Controls Heating All repairs to:
statement • The gas appliance(s) shown on
your statement
• The flue including the flue terminal
23 Gas Appliance Care up to one metre in length
An annual service
24 Boiler and Controls Care
A replacement of the flue including the
flue terminal up to one metre in length
24‑25 Central Heating Care *
for the gas appliance(s) on your
statement if we can’t repair it
* If your boiler has been installed by British Gas and you have a British Gas 5 Year Warranty
some of the features of Central Heating Care will also be included in that Warranty. What’s not included
This will be reflected in the price of Central Heating Care.
Accidental damage
If you bought a new boiler from British Gas New Heating Limited, they may have provided
you with a warranty. After the warranty finishes, we’ll offer you the chance to buy
Repairing or replacing the flue including
the flue terminal for any open flued
a similar product.
appliances or if the flue is over one metre
in length, unless we installed it
Damage caused by limescale
All of our service and repair warranty F lueless fires
products include:
• Parts and labour
• Unlimited number of repairs
• Up to £1,000, including VAT, for getting access and making good for each repair
22 23You can also read
