ENERGY PLUS PROTECTION FEB 2021V3 - MONEYSUPERMARKET
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Energy Plus Protection Feb 2021v3
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
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
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
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.ukHomeCare range Terms & Conditions Please keep this booklet in a safe place for future use
About this booklet
This booklet explains exactly what the products
in your HomeCare agreement do and don’t cover,
what to do if you want to make a claim, change or
cancel your agreement or a product, and how to make
a complaint.
It is important you read these terms and conditions carefully, together with your statement
confirming the products you hold, as these form the basis of your agreement with us.
If anything is not correct on your statement, or if you have any questions, please visit
britishgas.co.uk/help-and-support or call 0333 200 8899.
At British Gas, we care about privacy and we protect your personal data. We want to be
transparent about how we use your personal data, so before you read our Terms and
Conditions, we want to point out that British Gas Services Limited is the data controller of
your personal data. Although our Privacy Notice does not form part of the contract between
you and British Gas Services Limited, you should read our Privacy Notice, to understand
how we collect and use your personal data and your data protection rights. Please see our
Services Privacy Notice at britishgas.co.uk/privacy
Definitions 4-5
What we can look after 6-7
Our insurance products 8-9
- Insurance features 10 - 17
Our non-insurance products 18
- Service and inspection products 19 - 21
- Service and repair warranty products 22 - 25
General conditions 26 - 30
General exclusions 30 - 31
Complaints 32
Compensation scheme 32
Cancelling your agreement 32 - 35
How to make a claim 36
2 3Understanding these terms Definitions
and conditions
‘We’ and ‘you’ drains
- the system of waste water
managing agent
insurable interest
standard alternative. We’ll
provide replacements with
By ‘we’, ‘us’, or ‘our’, we mean British Gas Services Limited – as the provider of the services pipes on your property. - in relation to any insurance similar functionality but
for your non-insurance products and the administrator for British Gas Insurance Limited product, where a managing not necessarily an identical
excess/fixed fee
who underwrite your insurance products. British Gas Services Limited also holds premium agent has a contractual make and model or type
- the amount you’ve
and claims monies as an agent of British Gas Insurance Limited. obligation to maintain of fitting.
chosen to pay towards
elements of a property on - in the case of internet
British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. each completed repair or
behalf of a landlord. enabled boilers, appliances
By ‘you’ or ‘your’, we mean the person(s) named on your statement, plus the people replacement.
who normally live in your home, including any tenants. Only the person(s) named on the monitor/monitoring or parts, replacements will
first service - keeping an eye on your only be from the British Gas
statement, or their spouse, legal partner or authorised contact can amend or cancel - a check to confirm whether
the agreement. boiler data so we can or Hive range.
we can cover your boiler identify when your boiler is
and controls or central - for Kitchen Appliance Cover
Words in bold heating. See page 28 for
failing to produce heat or
hot water.
we’ll provide a contribution
more details. towards a replacement
Some of the words and phrases we’ve used have a particular meaning. We’ve highlighted period of agreement appliance with similar
these words in bold and explained what they mean below: gas supply pipe - the day your agreement functionality from our
- the pipe that connects your starts until your agreement approved supplier.
Definitions ventilation is working safely
and in line with the relevant
zone valves and central
heating pump.
gas meter to your gas boiler
and other gas appliances
runs out, as detailed on sanitary ware
your statement. - your toilet bowl and cistern,
access and making good laws and regulations. See you have on your property.
boiler data product/products bidet, sink, pedestal, bath
- getting access to your page 28 for more details.
- information we receive home - cover or service for certain and shower tray.
boiler, appliance or system, approved list from your boiler IQ - the building, including appliance(s) or system(s). sludge
and then repairing any - boilers, appliances or hardware. any attached garage or property/properties - the natural build-up of
damage we may cause parts that we can repair
boiler IQ hardware conservatory where you - a home and all the land up deposits in your boiler or
in doing so, by replacing or replace.
- the diagnostic module live or a home you own, to your boundary – including central heating system as
items such as cabinets
authorised contact attached to your boiler and including holiday homes or any detached outbuildings. it corrodes over time.
or cupboards that we’ve
- a managing agent, the hub connected to your rental properties.
removed and by filling in repair(s)/repairing/ statement
holes we have made and landlord or any named broadband router. landlord repaired - the document that shows
leaving a level surface. See person who you’ve - someone who owns a - to fix your boiler, appliance the products you have
British Gas Powerflush
page 29 for more details. authorised and who property which they don’t or system following an with us, the period of
- a process where we remove
we’ve agreed can act occupy and which may be individual fault or breakdown agreement, how much
accidental damage sludge from your central
on your behalf to make occupied by a tenant. but not repairs that you’re paying and any
- when you do something heating system.
arrangements under your are purely cosmetic (for excess or fixed fee.
that stops your boiler, central heating light fitting(s)
agreement in relation to a example; mould, dents or
appliance or system from - the heat and hot water - the electrical cable and upgrades
property. scratches) or related to
working properly, without system on your property fixings up to and including - improvements that make
meaning to. boiler and controls standard light bulb holders, software which doesn’t stop your boiler, appliance or
– including your expansion
- a single natural gas or individual downlight fittings the main function of your system safer, or more
agreement tank, radiators, bypass and
Liquid Petroleum Gas boiler embedded into ceilings and boiler, appliance or system efficient.
- all of the products you radiator valves, system
or warm-air unit on your fluorescent tube assembly from working or make it
have with us. If you have filters, warm-air vents, warm-air
property that’s designed and starter units. unsafe.
Energy Extra with us this will cylinders, any immersion - where your home is heated
for home use and has a replacement/replace/
be in a separate agreement. heater and its wired in timer managing agent by warm air flowing through
heat output capacity of up replacing
switch, and the pipes that - someone who provides vents, not hot water flowing
annual service to 70kW – as well as the - where we replace your
connect them. managed services to a through radiators.
- a check in each period of flue and the controls that boiler, appliances (not those
cylinders landlord in relation to one
agreement to ensure that make it work, including covered under Kitchen
- tanks that store hot water. or more properties.
your gas boiler, appliance the programmer, any Appliance Cover) or parts
or central heating, and thermostats, motorised with a British Gas approved
4 5What we can look after
Boiler and controls
Central heating
Plumbing
Drains
Home electrics
Kitchen appliances
Gas appliances
Boiler IQ
Shown for reference
and not included with
these agreements
6 7Our insurance products
Our insurance products
All our insurance products are underwritten by British Gas Insurance Limited. All insurance products include:
British Gas Insurance Limited is authorised by the Prudential Regulation Authority and • Parts and labour
regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
• Unlimited number of repairs
The table below shows the features that are included in each product. You should also refer
to the general conditions on page 26 and general exclusions on page 30. • Up to £1,000, including VAT, for getting access and making good for each repair
Product Features
Page Product Annual Boiler Central Plumbing Drains Home Gas Kitchen These products are designed to meet the demands
Nos As shown on your service and Heating Electrics Appliance Appliance and needs of customers who want to protect their:
statement Controls
10 HomeCare One Boiler and controls on a service and repair basis
10-11 HomeCare Two / Boiler, controls and central heating on a service
Energy Extra 200 and repair basis
10-13 HomeCare Three Boiler, controls and central heating on a service and
repair basis and plumbing and drains on a repair only
basis
10-14 HomeCare Four / Boiler, controls and central heating on a service and
Energy Extra 400 repair basis and plumbing, drains and home electrics
on a repair only basis
12-14, Energy Extra 50 Boiler, controls, central heating, plumbing, drains and
16-17 home electrics on a repair only basis
10 Boiler and Controls Cover Boiler and controls on a service and repair basis
10-11 Central Heating Cover Boiler, controls and central heating on a service
and repair basis
12 Plumbing Cover Plumbing on a repair only basis
12-13 Plumbing and Drains Plumbing and drains on a repair only basis
Cover
14 Home Electrical Cover Home electrics on a repair only basis
15 Gas Appliance Cover Gas appliances on a service and repair basis
15 Kitchen Appliance Cover Kitchen appliances on a repair only basis
16 Boiler and Controls Boiler and controls on a repair only basis
Breakdown Cover
16-17 Central Heating Boiler, controls and central heating on a repair only basis
Breakdown Cover
8 9General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Boiler and Controls Central Heating
What’s covered What’s not covered What’s covered What’s not covered
All repairs to: amage caused by limescale, sludge
D All repairs to the heat and hot water Damage caused by limescale, sludge
or other debris, if we’ve told you before system on your property including: or other debris – if we’ve told you
• A single natural gas or Liquid Petroleum
that you need to carry out repairs, • Expansion tank, radiators, bypass and before that you need to carry out
Gas boiler or warm-air unit on your
improvements or a British Gas radiator valves repairs, improvements or a British Gas
property, that’s designed for home
Powerflush, or a similar process, but Powerflush, or a similar process, but
use and has a heat output capacity • Warm-air vents
you haven’t done so you haven’t done so
of up to 70kW
Fixing your showers, their parts and • Cylinders and any immersion heater Fixing your showers, their parts and
• The flue including the flue terminal, and
up to one metre in length shower pumps shower pumps
its wired in timer switch; and
• The controls that make the boiler
Any controls designed specifically Repairing or replacing taps
for underfloor heating • The pipes that connect the central
work including the programmer, any heating system Any parts that are designed specifically
thermostats, motorised zone valves Repairing or replacing the flue including for underfloor heating
and central heating pump; and the flue terminal for any open flued
A replacement of parts of your central
heating if we can’t repair them Supply of curved or designer radiators
• The gas supply pipe appliances or if the flue is over one metre
(see page 30)
in length, unless we installed it Accidental damage
A replacement for your boiler if we can’t Repair or replacement of electrical
repair it and: Repairing or replacing any network A first service or annual service
(see page 28) elements in radiators
hub, smart speaker or voice controlled
• It’s less than seven years old equipment or any smart functionality, Replacing or topping up your system
• Or, it’s between seven and ten years for example connectivity to or from your inhibitor unless we’ve removed it
old, we installed it and it’s been thermostat and mobile devices Any part of your central heating which
continuously covered by British Gas Replacing or topping up your system directly supplies a swimming pool
under either a warranty or HomeCare inhibitor unless we’ve removed it
agreement
Any part of your boiler and controls
• Or, it caught fire or exploded, providing which directly supplies a swimming pool
you gave us access to carry out your
annual service within every period of
Resetting your controls or replacing
agreement since we first covered you the batteries
A replacement of the gas supply pipe Repairing or replacing your central
and the controls that make your boiler heating system
work if we can’t repair them Repairing or replacing air or ground
A replacement of the flue including the source heat pumps
flue terminal up to one metre in length if
we can’t repair it
A first service or annual service
(see page 28)
Accidental damage
Costs of up to £500 for alternative
accommodation and travel if your home
is unfit to live in as a result of your boiler
catching fire or exploding
10 11General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Plumbing Drains
What’s covered What’s not covered What’s covered What’s not covered
All repairs to the plumbing system Showers and their parts, shower Repairing and unblocking drains Rainwater guttering and down pipes,
on your property including: pumps, sanitary ware, spa baths, to restore flow manholes and their covers, soakaways,
seals and grouting septic tanks, cesspits, drainage pumps,
• Your hot and cold water pipes between Repairing leaks to internal waste water
Radiators treatment plants and macerators and
your internal stopcock up to, and pipes and external soil and vent pipes
their outflow pipes
including your taps and garden taps Any parts that are designed to boost A replacement of parts that we
and the flexible pipes to your kitchen your mains water pressure can’t repair
Cleaning and descaling your drains
appliances
Water softeners, water filters and waste Accidental damage Shared drains
• The hot water cylinder and cold water disposal units and taps that deliver
tanks including immersion heaters, boiling or filtered water
toilet siphons, isolation, ball and
radiator valves; and Water pipes between your home
and any detached outbuildings
• Your water supply pipe from on your property
the boundary of your property
to your home Swimming pools, fountains, ponds
or water features, garden irrigation
A replacement of parts that we can’t systems, free standing garden taps
repair. We will replace a pair of taps and the water pipes running to or
to a single item of sanitary ware where from them
only one can’t be repaired
Rainwater pipes and guttering
Accidental damage
Frozen pipes that need defrosting where
there is no other damage
Any water supply pipe that doesn’t
supply your home
Water meters
Plumbing in your outbuildings if the
supply is provided by a separate mains
connection than to your home
Repair and/or maintenance of devices
fitted to your plumbing system that
are designed to assist in the detection
of leaks
12 13General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Home Electrics Gas Appliance Kitchen Appliance
What’s covered What’s not covered What’s covered What’s covered
All repairs to the mains electrical system Electrical appliances, burglar alarms and All repairs to: All repairs to the kitchen appliance(s)
and wiring on your property including: camera systems shown on your statement
The gas appliance(s) shown
• The fuse box, light fittings, switches, Showers and their parts, shower pumps, on your statement A contribution towards a replacement
sockets, isolation switches and your cooker extractor hoods, storage and if we can’t repair it or we decide it will
The flue including the flue terminal
immersion heater timer switch panel heaters, underfloor heating, cost less to replace than to repair.
up to one metre in length
swimming pools, controls, pumps, We’ll source the replacement from
• Extractor fans up to 15cm in diameter
detectors, timers and programmers, A replacement if we can’t repair it our approved supplier and make the
• Doorbells and smoke alarms that are electrical plugs, and solar panels and because it caught fire or exploded, following contribution based on their
connected to the wiring their inverters providing you gave us access to carry current retail selling price:
out your annual service within every •1
00% if your appliance is less than
• Outside lighting as long as it’s fixed to The electricity supply cable up to
period of agreement since we first three years old
your home or outbuildings and fitted the fuse box or mains isolation switch
covered you
less than ten metres above ground; and if fitted • 30% if your appliance is three years old
• Your electric vehicle charging unit,
An annual service or more
Power cables between your home and
(see page 28)
if we installed it any detached outbuildings, outdoor You may be required to provide
A replacement of parts that we fittings or appliances on your property A replacement of the flue including proof of purchase to help verify
the flue terminal up to one metre in the appliance value
can’t repair Electrics in your outbuildings if the
length for the gas appliance(s) on your
Accidental damage supply is connected to a separate You may use our contribution towards
statement if we can’t repair it
electricity meter than to your home an alternative model of your choice from
Accidental damage our approved supplier. There is
Rubber or lead covered cables
Costs of up to £500 for alternative no cash alternative
Complete system rewire
accommodation and travel if your home Accidental damage
Outside lighting not fixed to your home is unfit to live in as a result of your gas
or outbuildings appliance catching fire or exploding
What’s not covered
What’s not covered Anything that happens in the first 14
days of you taking out the product
Repairing or replacing the flue including Wine coolers, cooker hoods and other
the flue terminal for any open flued extractor fans
appliances or if the flue is over one metre
in length, unless we installed it Disconnecting and disposing of your
old appliance, or unpacking or installing
Damage caused by limescale new ones
Flueless fires Any appliance(s) that weren’t bought
in the UK
Any appliances(s) that weren’t new
when you bought them, unless they are
appliance(s) that were in the property
when you moved in
14 15General conditions (see page 26) and general exclusions (see page 30) also apply. Our insurance features
Boiler and Controls Breakdown Central Heating Breakdown
What’s included What’s not covered What’s included What’s not covered
All repairs to: Anything that happens within the first All repairs to the heat and hot water Anything that happens within the first
14 days of you taking out the product system on your property including: 14 days of you taking out the product
•A
single natural gas or Liquid Petroleum
Gas boiler or warm-air unit on your Accidental damage • Expansion tank, radiators, bypass Accidental damage
property, that’s designed for home and radiator valves
Damage caused by limescale, sludge Damage caused by limescale, sludge
use and has a heat output capacity of
or other debris – if we’ve told you • Warm-air vents or other debris – if we’ve told you
up to 70kW
before that you need to carry out before that you need to carry out
• Cylinders and any immersion heater
•T
he flue including the flue terminal, repairs, improvements or a British Gas repairs, improvements or a British Gas
and its wired in timer switch; and
up to one metre in length Powerflush, or a similar process, but Powerflush, or a similar process, but
you haven’t done so • The pipes that connect the central you haven’t done so
•T
he controls that make the boiler
heating system
work including the programmer, any Fixing your showers, their parts and Fixing your showers, their parts and
thermostats, motorised zone valves shower pumps A replacement of parts of your central shower pumps
and central heating pump; and heating if we can’t repair them
Any controls designed specifically Repairing or replacing air or ground
• The gas supply pipe for underfloor heating source heat pumps
A replacement for your boiler if we can’t Repairing or replacing the flue including Repairing or replacing taps
repair it and: the flue terminal for any open flued
Any parts that are designed specifically
appliances or if the flue is over one metre
• It’s less than seven years old for underfloor heating
in length, unless we installed it
• Or, it’s between seven and ten years Supply of curved or designer radiators
old, we installed it and it’s been
Repairing or replacing any network (see page 30)
hub, smart speaker or voice controlled
continuously covered by British Gas
equipment or any smart functionality, Repair or replacement of electrical
under either a warranty or HomeCare
for example connectivity to or from your elements in radiators
agreement
thermostat and mobile devices Replacing or topping up your system
A replacement of the gas supply pipe inhibitor unless we’ve removed it
and the controls that make your boiler
Replacing or topping up your system
inhibitor unless we’ve removed it Any part of your central heating which
work if we can’t repair them
Any part of your boiler and controls directly supplies a swimming pool
A replacement of the flue including the
which directly supplies a swimming pool A first service or annual service
flue terminal up to one metre in length if
we can’t repair it Resetting your controls or replacing
the batteries
A first service or annual service
Repairing or replacing your central
heating system
Repairing or replacing air or ground
source heat pumps
16 17Our service and inspection products
Our non-insurance products Boiler IQ Gas Appliance
All our non-insurance products are provided by British Gas Services Limited. This product is only available for selected Check
boilers and where you hold a HomeCare
You should also refer to the general conditions on page 26 and general exclusions
product or British Gas warranty that
on page 30.
covers your boiler. We’ll install the boiler IQ What’s included
British Gas also offers on demand home improvement services. Please see contact details hardware, monitor your boiler remotely An annual service for the gas
on the back page for further information. and let you know if we detect your boiler is appliance(s) on your statement
failing to provide heat or hot water.
If our engineer finds that one of your gas
Service and Inspection Products What’s included appliance(s) isn’t fit to be used, you’ll still
have to pay for their visit
Boiler IQ 19
Installing the boiler IQ hardware
Gas Appliance Check 19 Monitoring your boiler What’s not included
Contacting you when we identify your Any repairs or replacements
Annual Boiler Service 19
boiler is failing to provide heat or hot
Gas Safety Check and Certificate 20 water to arrange a repair under your
Gas Safety Certificate 20
HomeCare agreement
Repairing or replacing your boiler IQ
Annual Boiler
Electrical Installation Condition Report 21
hardware if it develops a fault
Service
Electrical Appliance Testing 21
What’s not included This is only available if you have a British Gas
Repairing or replacing your central 5 Year Warranty
heating system
Service and Repair Warranty Products 22 Repairing or replacing your boiler What’s included
and controls An annual service for your boiler
Gas Appliance 23 A first service or annual service
Identifying faults that don’t stop your
What’s not included
Boiler and Controls 24
boiler producing heat or hot water Any repairs or replacements
Central Heating 25 Identifying faults if your internet
connection or power supply fails
Any internet related costs, including
those associated with the transfer of
data to or from your boiler IQ hardware
18 19General conditions (see page 26) and general exclusions (see page 30) also apply. Our service and inspection products
Gas Safety Check & Gas Safety Electrical Installation Electrical Appliance
Certificate (CP12) Certificate (CP12) Condition Report Testing
If you are a landlord, under the law it’s your This can only be purchased with a British Gas (EICR) This is an optional service for landlords
responsibility to make sure you have a valid product that includes an annual service purchasing an Electrical Installation
Gas Safety Certificate for the gas meter, and will normally be completed at the same This is a one-off safety inspection of your Condition Report who provide their tenants
gas pipework and any gas appliance(s) on time as your annual service. mains connected electrical wiring and with any appliance that is permanently
your property. When your safety check is electrical fixtures, including the fuse box. connected or connected via a plug and
due we’ll send you an email, letter, or text What’s included socket. We will check the number of
message or call you to arrange it. We’ll try to
An inspection of your gas meter
What’s included appliances that you’ve paid for but it’s your
get hold of you up to three times. If we don’t responsibility to make sure that you, your
hear back from you after that, we won’t try and gas pipework A series of electrical safety tests of your tenant or managing agent shows us which
again. It’s then up to you to contact us to A Gas Safety Certificate for your gas electrical wiring appliances should be tested.
arrange your safety check. meter, gas pipework and any gas A visual inspection of all your accessible
appliance(s) on your statement, which switches, sockets, and light fittings What’s included
What’s included we’ll post or email to you and your and checking a sample of the
An electrical safety test on appliances
tenant if you prefer. If any part fails the connections to them
An inspection of your gas meter, owned and identified for testing by
safety inspection, we’ll include all the
gas pipework and any gas appliance(s) details on the Gas Safety Certificate
A report which will contain details of the the landlord
on your statement inspection and any faults found, and
A separate appliance testing report
a recommendation of when the next
A Gas Safety Certificate for your gas detailing what’s been tested, provided
inspection should take place
meter, gas pipework and any gas with your Electrical Installation
appliance(s) on your statement, which What’s not included Condition Report
we’ll post or email to you and your
Repairs or a replacement of your
tenant if you prefer. If any part fails the
safety inspection, we’ll include all the gas meter, gas pipework or any What’s not included
details on the Gas Safety Certificate gas appliance(s)
Any repairs to faults identified during What’s not included
The cost of re-inspecting any of the testing and inspection
failures detailed on your Gas Safety
Repairs or replacement to appliance(s)
Certificate
Re-checking any faults once you’ve Tests to appliances not provided,
What’s not included We won’t provide a Gas Safety
repaired them
or identified, by the landlord
as requiring testing
Repairs or a replacement of your Certificate for any boiler or gas appliance
gas meter, gas pipework or any we’ve not inspected Tests to appliances where we can’t
gas appliance(s) reasonably gain access to the electrical
connection point
An annual service
The cost of re-inspecting any of the
failures detailed on your Gas Safety
Certificate
We won’t provide a Gas Safety
Certificate for any boiler or gas appliance
we’ve not inspected
20 21General conditions (see page 26) and general exclusions (see page 30) also apply. Our service and repair warranty products/features
Service and Repair Warranty Products Gas Appliance
The table below shows the features that are included in each product. You should also refer If you’ve bought a gas appliance from
to the general conditions on page 26 and the general exclusions on page 30. British Gas New Heating Limited you may
have been provided with a twelve month
Gas Appliance Care product.
Product Features
What’s included
Page Product Annual Gas Bolier & Central
Numbers As shown on your Service Appliance Controls Heating All repairs to:
statement • The gas appliance(s) shown on
your statement
• The flue including the flue terminal
23 Gas Appliance Care up to one metre in length
An annual service
24 Boiler and Controls Care
A replacement of the flue including the
flue terminal up to one metre in length
24‑25 Central Heating Care *
for the gas appliance(s) on your
statement if we can’t repair it
* If your boiler has been installed by British Gas and you have a British Gas 5 Year Warranty
some of the features of Central Heating Care will also be included in that Warranty. What’s not included
This will be reflected in the price of Central Heating Care.
Accidental damage
If you bought a new boiler from British Gas New Heating Limited, they may have provided
you with a warranty. After the warranty finishes, we’ll offer you the chance to buy
Repairing or replacing the flue including
the flue terminal for any open flued
a similar product.
appliances or if the flue is over one metre
in length, unless we installed it
Damage caused by limescale
All of our service and repair warranty F lueless fires
products include:
• Parts and labour
• Unlimited number of repairs
• Up to £1,000, including VAT, for getting access and making good for each repair
22 23General 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 25General 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 27You can also read
