ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET

 
ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
Energy Plus Protection
Feb 2021v3
ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
Tariff terms and conditions

I agree and accept the following:

   •   I own the home that I am taking the tariff out on and have a gas boiler and controls that
       are in good working order
   •   I will manage my account totally online
   •   I have read and accept the HomeCare Terms & Conditions (copied below)
   •   I have read and accept the Insurance Disclosure Document (copied below)
   •   I understand this tariff is not available to customers who have an existing Services
       agreement (including HomeCare, Plumbing & Drains cover, Gas Appliance Cover and
       Kitchen Appliance Cover), though is available if you previously took a tariff with a
       services element. If you have an existing Services agreement and choose to take the
       Energy Plus Protection Feb 2021v3 tariff we will not set up any of the cover products.
       The terms of this energy tariff will continue to apply for each fuel on this tariff.
   •   I understand I will have two Direct Debits, one for my energy tariff and one for my
       services contract. The Direct Debit for my services contract will start after 12 months as
       this is an introductory offer

About your tariff

Energy Plus Protection Feb 2021v3 prices are fixed until 28 February 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. For more details about
the rates we charge go to www.britishgas.co.uk/alltariffs

How it works

Customers will need to switch their energy tariff for both gas and electricity to this tariff. Both
this tariff and the associated Central Heating Breakdown Cover, Plumbing and Drains Cover,
and Home Electrical Cover (your Services Cover) will need to be in the name(s) of the same
account holder(s) and for the same address. The Services Cover is more suitable for customers
who own their own home. 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 is included for the first 12 months. Your Services Cover will start within 21
days of your tariff start date. Your Services Cover will automatically renew after 12 months
unless terminated earlier in accordance with the terms of this agreement. We’ll contact you at
least 25 days before your Services Cover expires to tell you the renewal price. If you do nothing
your Services Cover will renew onto the renewal price. You can choose to change or cancel your
Central Heating Breakdown Cover, Plumbing and Drains Cover, and Home Electrical Cover at
any time.

This tariff is not available to customers who have prepayment meters or smart meters in
prepayment mode.

This tariff is not available to customers who have an existing Services agreement (including
HomeCare, Plumbing and Drains Cover, Gas Appliance Cover and Kitchen Appliance Cover),
though is available if you previously took a tariff with a services element included. If you have
ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
an existing Services agreement (which was not included with a previous tariff) and choose to
take this tariff we will not set up any of the Services Cover products. The terms of this energy
tariff will continue to apply for each fuel on this tariff.

We’ll use the same Direct Debit details you give us when buying this tariff to set up your
Services Cover contract. We’ll use the Direct Debit details 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
after 12 months from your original contract start date. We’ll contact you at least 25 days
before your 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. You can choose to change or cancel your Central Heating Breakdown Cover,
Plumbing and Drains Cover, and Home Electrical Cover at any time.

Key features and benefits

With the Services Cover, customers will get:

1. Added peace of mind that their gas central heating system, plumbing, drains and home
   electrics are covered in case they need a repair
2. Parts and labour included (limits apply, please see the HomeCare terms for more details)
3. To call us day or night if things go wrong.

Central Heating Breakdown Cover (with a £99 excess for each repair) includes:

    •   Repairs to your gas central heating system, including your boiler, radiators, hot water
        cylinder and the water pipes that connect them, and controls such as thermostat and
        programmer
    •   Up to £1,000 to gain access to your central heating system

Some of the things that are not included:

    •   Annual Service Visit
    •   Removing sludge or limescale or repairing the damage it causes if we tell you it might be
        a problem for your boiler
    •   Showers
    •   Accidental Damage
    •   Faults caused by someone else you used for repairs or design faults

See the HomeCare Terms and Conditions for more details of your Cover.
https://www.britishgas.co.uk/homecare-terms

Plumbing and Drains Cover (with £60 excess for each repair) includes:

    •   Unblocks and repairs to drains and waste pipes
    •   Repairs to the water supply pipe within the boundary of your property
    •   Repairs to hot and cold pipes between your stopcock and taps
    •   Up to £1,000 to access your plumbing and drainage system
    •   Accidental damage
ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
Some of the things that are not included:

   •   Showers and their parts, sanitary ware and sealant
   •   Shared drains
   •   Faults caused by someone else you used for repairs or design faults

See the HomeCare Terms and Conditions for more details of your Cover. Link:
https://www.britishgas.co.uk/homecare-terms

Home Electrical Cover (with £60 excess for each repair) includes:

   •   Repairs to your electrical wiring and fixtures in your home and outbuildings
   •   Repairs to your outside security and doorway lighting less than 10m above the ground
   •   Damage to your electrics caused by rodents
   •   Up to £1,000 to access your electrics system

Some of the things that are not included:

   •   Showers
   •   Electrical appliances, cooker hoods or extractor fans over 15cm diameter
   •   Faults caused by someone else you used for repairs or design faults

See the HomeCare Terms and Conditions for more details of your Cover.
https://www.britishgas.co.uk/homecare-terms

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’ll provide your meter readings online, by text message or via the app at least once a
        quarter (if you don’t have smart meters which send us meter readings automatically)
   • you can contact us using our web chat service.

Your bills and annual 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. You should provide meter readings for your fuels when we
prompt you for them to help ensure your bills are up to date. This is in addition to the
requirement in the supply terms to provide meter readings at least twice a year. If you are not
able to send us meter readings when prompted we’ll provide estimated bills. We’ll automatically
take meter readings if you have smart meter(s) which can send the meter readings directly to
us.

If you stop managing your account online (as described above) we may contact you and give
you 30 days to choose a different tariff. We won’t contact you about moving to a different
tariff if there are genuine reasons why you stopped managing your account online, for example
our website or app wasn’t available or wasn’t working properly or you contact us by phone
because you have a complaint or emergency.

Smart meters
ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
If you are eligible for smart meters and don’t already have them (either for both fuels or just
one fuel), by signing up to this tariff you agree you’ll book a smart meter installation
appointment within 3 months and be at home for the appointment by going to
www.britishgas.co.uk/smart-home/smart-meters.html When your booking is confirmed we’ll
arrange for smart meter(s) to be installed for no extra charge (if your home does not already
have smart meter(s)).

Your home needs to meet certain requirements to enable us to fit smart meters. For example,
we need to be able to access your existing meters and there needs to be a good mobile signal at
your home. 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 and manage your account online. 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 coming on supply or switching to 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 you may lose some smart
functionality for example, automatic meter readings, but your ability to switch supplier or tariff
is unaffected. If you have British Gas smart meters we should automatically receive your meter
readings but there are some occasions where this won’t work. If you already have smart meters
you don’t need to book an appointment to arrange for new smart meters and you can stay on
this tariff. If your smart meters don’t send us automatic meter readings, you’ll need to send us
meter readings when we prompt you for them.

Environmental benefits from buying electricity on this tariff

This tariff is a green tariff as we match the electricity you buy from us on this tariff with 100%
renewable energy by buying Guarantees of Origin certificates or Renewable Energy Guarantee
of Origins certificates (REGOs) or both of these.

Please note, the electricity you use won’t be exactly 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.

 •   Buying renewable energy certificates

We’ll match 100% of your electricity consumption on this tariff with Guarantees of Origin
certificates (GoOs) or Renewable Energy Guarantee of Origins certificates (REGOs) or both. This
means buying certificates that guarantee electricity has been generated from a renewable
source to match the electricity that you’ll use. We’ll buy this when the tariff is launched and
we’ll check at the end of the annual compliance period to make sure that we bought enough
certificates to cover the electricity used. If you used more electricity than we originally bought
and assumed you would use, we’ll buy more certificates to cover what you did use.
The Guarantees of Origin certificates and Renewable Energy Guarantee of Origin certificates
are in addition to our legal obligations and schemes and separate from the existing subsidies.

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. In these terms and conditions, we call this the cool off period. For more information
about the cool off period 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 cool off period and before 11 January 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, the exit fee will not apply.

Your Services Cover will continue and renew automatically even if you cancel this tariff. If you
want to cancel the Central Heating 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. Details can be found in your HomeCare Terms and Conditions.

If you cancel or upgrade the Services Cover
If you cancel or upgrade the Services Cover provided with this tariff, this energy tariff will
continue without the Services Cover until 28 February 2021, unless the tariff is cancelled earlier
in accordance with these terms and conditions.

If we can’t take you onto Central Heating Breakdown Cover

If we realise during sign up or at a breakdown visit that we can’t take you onto Central Heating
Breakdown Cover we may contact you and give you 30 days to switch both fuels to one of our
other available tariffs. The full terms of this tariff will continue to apply until you choose a
different tariff. There will be no cancellation fees if you cancel or upgrade your Central Heating
Breakdown Cover agreement. You will not be liable for costs incurred up to the point that you
cancel or upgrade your Central Heating Breakdown Cover other than the £99 excess for any
work that has been carried out. If you’re not eligible for the Central Heating Breakdown Cover
we will not automatically renew it after 12 months. 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 we may be able to
transfer the Cover to the new property or start a new agreement for the same Cover. We can
cancel the Services Cover if you ask us to. British Gas Services Limited may be able to offer you
an alternative service 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 March 2021, we’ll move you to the cheapest
default tariff (no exit fees) we have available at that time.

From at least the last 49 days of this tariff ending if you decide to switch to another supplier
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)
    28 February 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) 28 February 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

The tariff prices are fixed until 28 February 2021 unless the government or regulator does
something or plans something that means the price changes. For example, changing the
amount of VAT we must charge (we hope they won’t, but we must let you know).
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.

Your Services Cover will be administered by British Gas Services Limited which is authorised
and regulated by the Financial Conduct Authority.
Important Information about our insurance services
                              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. 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.

                              7.    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.
                              Insurance advising and arranging is covered for 90% of the claim, without any upper limit.
BR230 10/19 A4 eg+ 751337-5

                              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.
                              British 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. britishgas.co.uk
HomeCare 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                                                                                              3
Understanding 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                                                                                                                                                                                                   5
What 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                                7
Our 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                                                                                                                                                                                                         9
General 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                                                                                                                                                                                               11
General 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                                                                                                                                                                                   13
General 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                                                                                                                                                                                                  15
General 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                                                                                                                                                                                         17
Our 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                                                                                                                                                                                                 19
General 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                                                                                                                                                                                                21
General 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                                                                                                                                                      23
General conditions (see page 26) and general exclusions (see page 30) also apply.                       Our service and repair warranty product features

     Boiler and Controls                                                                              Central Heating
What’s included                                   What’s not included                              What’s included                              What’s not included
                                                   Accidental damage                            	All repairs to the heat and hot water     Accidental damage
	All repairs to:                                                                                   system on your property including:
                                                   Damage caused by limescale, sludge                                                         	Damage caused by limescale, sludge
     •A
       single natural gas or Liquid Petroleum       or other debris – if we’ve told you              • Expansion tank, radiators, bypass         or other debris – if we’ve told you
      Gas boiler or warm-air unit in your            before that you need to carry out                   and radiator valves                       before that you need to carry out
      property, that’s designed for home             repairs, improvements or a British Gas                                                        repairs, improvements or a British Gas
      use and has a heat output capacity                                                              • Warm-air vents
                                                     Powerflush, or a similar process, but                                                         Powerflush, or a similar process, but
      of up to 70kW                                  you haven’t done so                              • Cylinders and immersion heaters and       you haven’t done so
     •T
       he flue including the flue terminal, up                                                          its wired in timer switch; and
                                                   Fixing your showers, their parts                                                           	Fixing your showers, their parts and
      to one metre in length                         and shower pumps                                 • The pipes that connect the central        shower pumps
     •T
       he controls that make the boiler                                                                 heating system
                                                  	Any controls designed specifically for                                                     Repairing or replacing taps
      work including the programmer, any             underfloor heating                            	A replacement of parts of your central
      thermostats, motorised zone valves                                                              heating if we can’t repair them
                                                                                                                                                	Any parts designed specifically for
      and central heating pump; and                Repairing or replacing the flue including                                                    underfloor heating
                                                     the flue terminal for any open flued          	A first service or annual service
     • The gas supply pipe                                                                            (see page 28)
                                                                                                                                                 Supply of curved and designer radiators
                                                     appliances or if the flue is over one metre
                                                                                                                                                   (see page 30)
	A replacement for your boiler if we can’t        in length, unless we installed it
     repair it and:                                                                                                                              Repair or replacement of electrical
                                                   Repairing or replacing any network                                                           elements in radiators
     • It’s less than seven years old                hub, smart speaker or voice controlled
                                                     equipment or any smart functionality,                                                       Replacing or topping up your system
     •O
       r; it’s between seven and ten years                                                                                                        inhibitor unless we’ve removed it
                                                     for example connectivity to or from your
      old, we installed it and it’s been
                                                     thermostat and mobile devices                                                              	Any part of your central heating
      continuously covered by British Gas
      under either a warranty or HomeCare          Replacing or topping up your system                                                          system which directly supplies
      agreement                                      inhibitor unless we’ve removed it                                                             a swimming pool
	A replacement of the gas supply pipe           Any part of your boiler and controls
     and the controls that make your boiler          which directly supplies a swimming pool
     work if we can’t repair them                 	Resetting your controls or replacing
	A first service or annual service                the batteries
     (see page 28)                                 Repairing or replacing your central
	A replacement of the flue including the          heating system
     flue terminal up to one metre in length if    Repairing or replacing air or ground
     we can’t repair it                              source heat pumps

24                                                                                                                                                                                        25
General conditions

General conditions                                We may introduce insurance products
                                                  provided by British Gas Insurance Limited
                                                                                                   of, or in connection with, complaints or
                                                                                                   claims which we receive from landlords,
                                                                                                                                                     Missing payments under your agreement
                                                                                                                                                     Before we book your repair, or visit, we may
                                                  or other underwriters that provide similar       tenants or any other third party as a result      ask you to pay any missing payments due.
Your Agreement                                    services and extra benefits to those that are
                                                  currently being provided under our service
                                                                                                   of your failure to have, at all relevant times,
                                                                                                   a managing agent insurable interest in
                                                                                                                                                     Getting into your property
                                                                                                                                                     Our engineers will only work on your
UK law                                            and repair warranty products.                    the elements covered by your agreement.
                                                                                                                                                     property if there’s someone 18 years old or
Your agreement is bound by the laws               If you currently have a service and repair      Recovering losses caused by third parties          older there at all times during the visit. It’s
of whichever country the property included        warranty product which is due for renewal,      If you make a claim under your agreement           your responsibility to give us access to your
in your agreement is in – England and             we may arrange those insurance products         or product you must, at our request and            property. If we can’t get access we won’t be
Wales, or Scotland.                               for you and, if you pay, by Direct Debit,       expense, do everything we reasonably               able to complete the work and it’s then up to
English language                                  renew them every year until you tell us         require to enable us to recover losses we          you to arrange another appointment.
Everything we write to you – including terms      otherwise.                                      become entitled to from other parties,
                                                                                                                                                     If you don’t re-arrange the appointment,
and conditions – will be in English.                                                              following our repair or replacement. We
                                                  Renewals                                                                                           your agreement will still continue. After
                                                                                                  may require you to carry out such actions
Adding new products                               We’ll write to you at least 25 days before                                                         several failed attempts to get into your
                                                                                                  before or after we carry out any repair
If you add any new products to your               your agreement is due for renewal. If                                                              property, we may cancel your agreement
                                                                                                  or replacement.
agreement during the period of agreement,         you pay by Direct Debit, or are an Energy                                                          but we’ll let you know beforehand.
                                                  Extra customer, we’ll keep renewing your
we’ll arrange it so that they all renew at
the same time.                                    agreement automatically, until you ask us
                                                  to stop.
                                                                                                  Your responsibilities                              Authority to carry out work
                                                                                                                                                     If you’re not at the property when our
Prices and price changes                                                                                                                             engineer visits, you must make sure that
Your statement shows the price of your            You acknowledge and agree that British Gas      Changing your address                              there is somebody else present who can give
agreement. That price won’t go up or down         Services Limited may act on your behalf in      If you move to a new home, you need to             instructions to our engineer on your behalf.
over the period of agreement, unless you          arranging and administering the renewal         tell us as soon as possible. We may start
                                                                                                  a new agreement, transfer your current             It is your responsibility to get consent
change your agreement, or products, or            of your agreement. Details of any charge
                                                                                                  agreement to your new address or if you            from any relevant third parties (such as a
the Government changes the relevant tax           for this activity will be included in your
                                                                                                  ask us to, cancel it. If you’re an Energy Extra    neighbour) where you and they, for example,
rate. We’ll always write to tell you about any    renewal letter.
                                                                                                  customer and you move home, we’ll cancel           share a water supply pipe or driveway.
change to your price.                             Overlapping cover                               your agreement at the old address and              Working in dangerous or unsafe
Payments                                          If you have several different products,         may offer you an alternative product.              conditions
You can pay for your agreement yearly by          some parts of your system might be
                                                                                                  Keeping us up to date                              We won’t start or continue doing any work
cheque, debit or credit card or Direct Debit      covered twice.
                                                                                                  It’s your responsibility to keep us informed       in your home if we believe there’s a health
– or monthly by Direct Debit. Energy Extra        Managing agents                                                                                    and safety risk, for example: hazardous
customers will pay through their energy bill.                                                     of any changes to your contact details
                                                  We’ll only provide the products to you and      including telephone number, address or             chemicals, pest infestations, verbal or
All of our prices include the relevant taxes at   not to landlords or tenants and you must                                                           physical abuse, or harassment. And we won’t
the current rate.                                                                                 email. If you change a boiler or appliance
                                                  not resell or hold yourself out as a reseller   that’s covered by us, you need to tell us the      return to finish the work until that risk is gone.
Similar services                                  of the products to landlords, tenants or        make and model of the new one, so we can           If any asbestos needs to be removed before
Our insurance products are underwritten           anybody else.                                   check we can cover it. If we can’t cover your      we can repair your boiler, appliance or
by British Gas Insurance Limited. We may          You agree that:                                 new boiler or appliance we may need to             system, you’ll need to arrange and pay for
decide to change our insurer and in such                                                          cancel or amend your product.                      someone else to remove it and give you a
circumstances, we will write to you with          •W
                                                    here you have insurance products you
                                                                                                  You should also check to see whether you           Certificate of Reoccupation which you’ll need
details of the new proposed insurer prior          warrant that you’ll have at all relevant
                                                                                                  still need the same level of cover – for           to show us.
to your renewal date. Accordingly, in order        times a managing agent insurable
to ensure continuity of your insurance, you        interest in the elements included in your      example, if your new boiler or appliance has       Under warranty
hereby authorise us to transfer your data          agreement.                                     a manufacturer’s warranty.                         If your boiler, appliance or system is
to any new proposed insurer, and for the new                                                                                                         covered by a third party warranty, it’s your
                                                  •Y
                                                    ou’ll indemnify us against all costs,
insurer to use your data in order to prepare                                                                                                         responsibility to make sure that any work we
                                                   expenses, losses, demands, amounts
a premium and renewal documents for                                                                                                                  do doesn’t affect that warranty.
                                                   agreed upon in settlement and liabilities
your policy.                                       which we may suffer or incur arising out
26                                                                                                                                                                                                  27
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