SSE Breakdown Cover Your policy booklet
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SSE Breakdown Cover
Your policy booklet
Southern Electric
Scottish Hydro
SWALEC
Welcome and thank you
for choosing us
This Policy Booklet gives details of the Product you have chosen.
We want you to be sure the Product is appropriate for your needs
so please carefully read this Policy Booklet, which includes the
terms and conditions, together with the Confirmation of Sale Letter
(or Renewal Letter as applicable) and Insurance Product Information
Document, as these form the basis of your Agreement with us.
About our Products 4
Definitions and explanation 4
Your cover – what’s included? 8
Breakdown Contract 10
General conditions 13
General exclusions and limitations 14
Complaints 16
Legal 17
Personal information 18
Ending your policy 20
Telephone numbers and contact details 22
Cancellation form 23
3About our Products
Your Product covers you for repairs in the event of a Breakdown.
The Breakdown Contract
Your Product provides cover for Breakdowns and is:
• an insurance contract underwritten by AmTrust Europe Limited
• regulated by the Financial Conduct Authority
• sold, arranged and administered by OVO (S) Home Services Limited
Definitions and explanation
This section provides an explanation of the meaning of the terms
used throughout this Policy Booklet.
“Agreement”: this Policy Booklet (which “Beyond Repair”: when the cost of parts
includes the terms of your Breakdown required to repair your boiler exceeds its
Contract), your Confirmation of Sale Letter (or current value based on age and condition; or
Renewal Letter as applicable) and Insurance where parts are no longer readily available from
Product Information Document for the our suppliers, regardless of the age of your
Products you have with us; boiler. The age of your boiler will be
determined reasonably by us or relevant
“AmTrust Group”: AmTrust Europe Limited and
paperwork supplied by you;
any company which is a holding company and/
or subsidiary of AmTrust Europe Limited and “Boiler and Controls”: the boiler and all
any company which is a subsidiary of such components within the boiler casing, on/off
holding company, where the terms “holding programmer and timer (including internet
company” and “subsidiary” are defined in enabled heating controls), room thermostats,
Section 1159 of the Companies Act 2006 as cylinder thermostat, central heating pumps,
updated from time to time; motorised valves and frost thermostats;
4“Breakdown”: The internal failure or burning “Claims Freeze Period”: the period of 18 days
out of any component part of your System from the Product Start Date where no Claim
whilst in ordinary use necessitating repair or can be made by you;
replacement before it can resume normal
“Commercial Property”: a property that is used
operation;
for commercial, retail or any other business
“Breakdown Contract”: your Product protects purposes and includes Bedsits, B&B’s and
you in case of a Breakdown in accordance with sub-divided homes;
this Agreement. This is an insurance contract
“Confirmation of Sale Letter”: the letter which
underwritten by AmTrust Europe Limited and
confirms the information about your chosen
regulated by the Financial Conduct Authority;
Product and price;
“Business Day”: Monday to Friday 9am to 5pm
“Contract Year”: 12 months from your Product
(other than Christmas Day, Boxing Day, 1st and
Start Date and each subsequent 12 month
2nd January);
period thereafter where you choose to renew;
“Cancellation Period”: the 18 calendar day
“Emergency”: where there is an uncontrollable
period in which to cancel your Product, with
water leak or where we determine there is an
no penalty, from your Product Start Date or
immediate risk to the Property and/or safety of
Renewal Product Start Date;
the Property occupants;
“Central Heating System”: (i) everything
“Engineer”: a Gas Safe registered engineer or
included under Boiler and Controls, and (ii)
suitably qualified electrician employed by us or
water circulating pumps and interlocks, hot
appointed by us to act on our behalf;
water flow and return lines (pipe work),
radiators, thermostatic radiator valve (TRVs), hot “Excess”: the amount which is payable by you
water cylinder, expansion tank, system bypass for each Claim. This must be paid before an
valve, zone valves, zone switches and gas Engineer will come to your Property;
supply pipework inside your Property between
your meter and boiler only. It also includes any “Gas Products”: (i) SSE Boiler Breakdown
essential components required for the Cover; and (ii) SSE Heating Breakdown Cover;
operation of the System, e.g. magnetic/System
“Insurance Product Information Document”
filter, condensate pump or trace heating kit;
or “IPID”: a short summary of the policy
“Claim”: your request to attend a Breakdown containing key information for you to make an
which is covered by your Breakdown Contract informed decision about the Product. The IPID
and the action taken by our Engineers in is presented in a standardised format;
accordance with this Agreement;
5“Insurer”: AmTrust Europe Limited registered in “Product Start Date”: for (i) online web sales is
England and Wales under number 01229676. the next Business Day and (ii) for telephone sales
Registered office: 10th Floor, Market Square is the date agreed during your sales conversation
House, St James’s Street, Nottingham, NG1 6FG. with us. The Product Start Date will be confirmed
AmTrust Europe Limited is authorised by the to you in your Confirmation of Sale Letter;
Prudential Regulation Authority and regulated by
“Property”: the domestic property where the
the Financial Conduct Authority and the
System is situated as confirmed in the
Prudential Regulation Authority. The financial
Confirmation of Sale Letter (or Renewal Letter
services registration number is 202189. These
as applicable);
details can be checked on the financial services
register at www.fca.gov.uk or by contacting the “Renewal Letter”: the letter which confirms your
Financial Conduct Authority on 0800 111 6768; Renewal Product Start Date and the information
about your renewal Product and price;
“No Access”: where our Engineer is unable to
gain access to your Property for your “Renewal Product Start Date”: is the start date
appointment; of your renewal contract which we will confirm
to you in your Renewal Letter. This will usually
“OVO Group”: OVO Group Ltd (a company
be each 12 month anniversary of the Product
registered in England under Company Number
Start Date where you choose to renew;
08862063 whose registered address is 1
Rivergate, Temple Quay, Bristol, BS1 6ED) and “System”: depending on your Product this
any company which is a holding company and/ means, the Boiler and Controls or the Central
or subsidiary of OVO Group Ltd and any Heating System, as appropriate;
company which is a subsidiary of such holding
company, where the terms “holding company” “we” “us” or “our”: means OVO (S) Home
and “subsidiary” are defined in Section 1159 of Services Limited, a company registered in
the Companies Act 2006 as updated from time Scotland with Company Number: SC292102
to time; (and/or its permitted successor and assignees).
Registered office: Grampian House, 200 Dunkeld
“Pre-Existing Fault or System Deficiency”: Road, Perth PH1 3GH. Registered VAT number
a fault or system deficiency which, in our 273 5360 01;
reasonable opinion, existed prior to your
Product Start Date; “you” or “your”: you, the customer who has
entered into this Agreement and whose name is
“Product”: the Product that you have chosen, confirmed in the Confirmation of Sale Letter (or
as confirmed to you in the Confirmation of Renewal Letter as applicable).
Sale Letter (or Renewal Letter as applicable)
and your IPID;
67
Your cover -
what’s included?
7
6
4
10 5 5
8
3 9
2
1 12 4
11
5 5
8See the table below to see what’s included when you choose SSE Boiler Breakdown Cover or SSE
Heating Breakdown Cover.
Boiler Heating
Breakdown Breakdown
1 Boiler 4 4
2 Circulating pumps 4 4
3 Flow and return lines (pipe work) 4
4 Radiators 4
5 Thermostatic radiator valves (TRVs) / Radiator valves 4
6 Hot water cylinder 4
7 Expansion tank 4
8 Programmer and timer 4 4
9 Room thermostat 4 4
10 Cylinder thermostat 4 4
11 System bypass valve 4
12 Zone valves 4 4
Frost/pipe thermostats 4 4
9Breakdown Contract
The Policy Booklet contains details of the features of your
Product that are covered by the Breakdown Contract which
is part of your Agreement.
Your Breakdown Contract is an insurance contract between
you and AmTrust Europe Limited. It is regulated by the Financial
Conduct Authority. It is sold, arranged and administered by
OVO (S) Home Services Limited.
Your Breakdown Contract confirms that in accordance with
the authorisation granted under a contract between OVO (S)
Home Services Limited and AmTrust Europe Limited and in return
for payment of the premium, Amtrust Europe Limited agree to
insure you against the cost of repair if you suffer a Breakdown in
accordance with this Agreement.
10SSE Boiler Breakdown Cover
This Product is designed to meet the needs of a property owner who wants to protect their
Boiler and Controls against Breakdowns.
Features and benefits:
• Breakdown protection for a single Boiler and Controls
• Repairs to your single Boiler
• Repairs or replacement of:
• Time and Temperature Controls
• Frost/ Pipe Thermostats
• Circulators/ Pumps
• 2 and 3 Port Water Divertor Valves
• Printed Circuit Boards
• Heat Exchangers
• Parts, labour and unlimited call-outs
• A £250 payment when your boiler is Beyond Repair and you arrange for a new one to be installed
• 24/7 help line
• 24/7 call-outs for Emergency repairs
Key exclusions and limitations:
• Initial inspection or annual service of your System
• Boilers greater than 70KW
• Boilers in a Commercial Property
• Repairs and or System flushes required as a consequence of sludge, limescale or corrosion
• Work required to upgrade or bring your System to a suitable standard for cover or to meet current
legislation and industry standards (for example the Gas Safety Regulations)
• Pre-Existing Faults or System Deficiencies
• Underfloor heating systems or any associated specialist controls
• Problems caused by blocked/frozen condensate pipework
• Liquefied petroleum gas (LPG), oil, renewable heat source and electrical heating systems
Please refer to page 13 onwards for general conditions and exclusions.
11SSE Heating Breakdown Cover
This Product is designed to meet the needs of a property owner who wants to protect their
Boiler and Controls and Central Heating System against Breakdowns.
Features and benefits:
Repairs to your Central Heating System, including:
• Everything included under SSE Boiler Breakdown Cover
• Repairs or replacement of:
• Radiator Supply Pipework (from Central Heating Boiler)
• Standard Radiators and their Standard or Thermostatic Valves
• System By-Pass Devices
• Central Heating/Hot Water Storage Tanks and Cylinders
• Condensate Pumps and Trace Heating Kits
Key exclusions and limitations:
• Everything excluded and limited under SSE Boiler Breakdown Cover
• Designer or non-standard radiators, such as towel rail radiators, which will be replaced with
a standard panel radiator
• Electric immersion heaters
Please refer to page 13 onwards for general conditions and exclusions
Excess
A £90 Excess is payable for each Claim on SSE Boiler Breakdown Cover.
A £50 Excess is payable for each Claim on SSE Heating Breakdown Cover.
12General conditions
This section contains further information about your Product and
any general limitations and exclusions that apply.
1. PRODUCT START DATE AND your Product or under this Agreement.
DURATION 3.2. If you decline to undertake any upgrade work
1.1 Your Product will start on your Product Start identified, we will either exclude the relevant
Date as confirmed in your Confirmation of System parts from this Agreement until the
Sale Letter. Your Agreement is for 12 months upgrade work has been completed to our
from the Product Start Date or Renewal satisfaction, or we will terminate this
Agreement.
Product Start Date if you choose to renew.
3.3. Any repairs required as a consequence of/or
2. PAYMENT on excluded System parts, including if this
2.1 Your price is confirmed to you in your work is required to repair an associated fault,
Confirmation of Sale Letter (or Renewal Letter will be chargeable and is not included in the
as applicable). If you fail to make payments price of your Product.
when due, we reserve the right to suspend
4. APPOINTMENTS
your Product until you pay us the unpaid
amounts or terminate this Agreement and 4.1. Where we consider a Claim is an Emergency,
charge you in accordance with clause 14.2. we will respond as soon as possible. All other
Claims will be scheduled for our core working
2.2 The price you pay in the first year is
hours. Core working hours are between 8am
standardised and if you choose to renew, from
and 8pm Monday to Friday and 8am to 2pm
your Renewal Product Start Date onwards will
on a Saturday (excluding public holidays).
be calculated in accordance with clause 5.2.
2.3 We may need to vary the price from time to 5. RENEWALS
time if there is a change to the applicable rate
5.1. We will write to you at least fourteen (14) days
of tax or a charge is imposed by the
before your Agreement is due for renewal to
government or any applicable regulatory body
let you know about any changes to your
on the Product. If the price is varied by this
Agreement including changes to your price.
clause 2.3, then you agree to us doing this.
5.2. We use an automated calculation to enable us
3. UPGRADE WORK to make a fair and reasonable decision on
what pricing we can offer you based on the
3.1. During a visit to your Property, we may identify
cost of maintaining your boiler. We will
upgrade work required to bring your System
consider:
up to our standards for this Agreement. Any
such upgrade work performed by us will be a) your boiler make and model;
chargeable and is not included in the price of b) the length of time you have had cover;
13c) your geographical location; walls or floors. Alternatively, we may ask you to
d) your claim history and; have this work completed by a third party.
e) whether non-standard system parts are 6.2. We will charge for or decline to perform work
required (including thermal store and required to remove asbestos.
unvented cylinders). 6.3. We will decline to perform work in areas
If your boiler is considered to be non-standard which, in our reasonable opinion, are unsafe,
by SSE and/or you have made a claim against including, but not limited to, unfloored loft
your product and/or you live in an area where areas.
we have a higher cost to serve, your individual 6.4. Any parts we replace will be to a standard
renewal price may increase. specification. If you request replacement parts
You can appeal any decision, receive an which are to a higher specification, a charge
explanation of the decision or require human will be applied for the incremental cost of
review of the decision by contacting us on the these parts and for labour costs if an extra visit
telephone number detailed on the back of is required to fit these parts.
Policy booklet. 6.5. For new customers, we do not cover any
5.3. Subject to clause 5.6, if you pay by direct debit, models for the following brands of boiler:,
credit/debit card we will automatically renew Servowarm; Chaffoteaux; or Ferroli.
your Agreement each Contract Year unless Additionally, we do not cover the Ideal Istore
you tell us before the Renewal Product Start boiler or any thermal store products made by
Date that you do not want to renew. Gledhill.
5.4. If for any reason we are unable to take a 6.6. This Agreement does not cover:
payment for renewal then you will no longer (a) repairs required due to System design
be covered until we receive payment. faults, Pre-existing Faults or System
5.5. We may choose to change the Insurer Deficiencies or manufacturer design
providing the Breakdown Contract. In the faults;
event this happens, we will notify you and (b) repairs that are required as a consequence
(other than the change to the Insurer) we will of your own, or a third party’s misuse,
use reasonable endeavours to ensure this wilful damage, negligence or poor
does not affect your rights under this workmanship;
Agreement.
(c) repairs undertaken by a third party and
5.6. We reserve the right to not allow you to renew not instructed by us;
your contract. If we do this then we will let you
(d) repairs required as a consequence of
know at least fourteen (14) days before your
damage by pets and/or vermin;
Agreement is due to end.
(e) faults caused by changes, loss or
6. GENERAL EXCLUSIONS fluctuation to utility supplies (electricity,
AND LIMITATIONS gas or water), floods, storms, freezing,
6.1. When undertaking Claims, we may charge for lightning, explosion, subsidence, or any
work required to gain access to your System if other structural changes;
it is built into the fabric of your Property. This (f) redecoration and replacement or repair of
includes, but is not limited to, pipes buried in any floor coverings or fixtures and fittings;
14(g) any work on pipework and electricals and the relevant British Standards will be
serving swimming pools or garden covered by this Agreement.
features; 6.9. We may charge for work required to rectify
(h) the internet connection or any internet blockages or remove airlocks.
connected devices used to control 6.10. This Agreement excludes:
internet connected heating controls (for
(a) Combined cooking/heating appliances
example, your smart phone or tablet);
and/or individual gas space heaters such
(i) loss, damage or liability arising from as gas fires, flued wall heaters and
pollution or contamination; flueless heaters:
(j) any damage deliberately caused by or (b) Systems which have two or more different
arising from a criminal act committed by fuel type heat sources connected to the
you or by any other person; same Central Heating System;
(k) any claim resulting from terrorism, war, (c) Repairing or replacing flues that are not
invasion, acts of foreign enemies, part of the boiler or which are over 1
hostilities (whether war be declared or metre in length. This Agreement only
not), civil war, rebellion, revolution, covers the cost of standard flue kits
insurrection, military or usurped power, supplied with the appliance. Where flues
riot or civil commotion, terrorist activity of are covered by this Agreement, the cost of
any kind; any specialist equipment and/or labour
(l) any claim directly occasioned by pressure required to access and/or undertake work
waves caused by aircraft and other aerial to these flues will be chargeable;
devices travelling at sonic or supersonic (d) Repairing or replacing parts that do not
speeds; affect the functionality of the System;
(m) any claim resulting from ionising radiation (e) The servicing, maintenance or
or contamination by radioactivity from certification of flueless space heaters;
any nuclear fuel or from any nuclear
(f) Weather compensators or any specialist
waste from the combustion of nuclear
controls associated with it; and
fuel;
(g) Systems containing a gas boiler and a gas
(n) any compensation claim for any delays in
range (e.g. Aga or Rayburn) connected to
repairing your System if the reason for the
the same Central Heating System.
delay is due to severe weather conditions,
which will be determined by us, acting 6.11. We may be unable to repair your System if it is
reasonably. not suitable for our cover, and/or charge you
for any repairs which are due to a Pre-Existing
6.7. This Agreement covers one boiler per
Fault or System Deficiency.
Property. Properties with more than one
boiler will require a separate Agreement for 7. CLAIMS AND EXCESS
each additional boiler.
7.1. You acknowledge and agree that you cannot
6.8. Only Central Heating Systems which comply
make a claim during the Claims Freeze Period.
with the Gas Safety (Installation and Use)
7.2. There is no limit on the number of Claims you
Regulations 1998 (as amended from time to
may make during the course of this
time), the relevant manufacturer’s instructions
Agreement.
157.3. The repairs covered by this Agreement will 9. BEYOND REPAIR
depend on the type of Product you have
9.1. If we identify, acting reasonably, that your
chosen.
System is Beyond Repair, our Engineer will
7.4. As the Products have an Excess, a charge is
advise you of this at your appointment:
payable for each new Claim and this must be
9.1.1. If you have not had previous works
paid before an Engineer will come to your
completed under this Agreement, we will
Property. Only one Excess shall be payable in
terminate this Agreement and refund you any
relation to each Claim. An Engineer will
premiums and Excess payments that we have
determine (acting reasonably) whether a fault
received from you in your current Contract
is related to any of our recent repairs or work,
Year. We will also provide you with a £250 (two
and if this is the case we will refund the Excess
hundred and fifty pounds sterling) payment
to you.
once proof of a new boiler being installed has
7.5. If your Claim is in any way dishonest or
been provided to us within 60 days of our
exaggerated, we will not pay any benefit in
Engineer visit.
relation to the fraudulent act or Claim under
9.1.2. If you have had previous works completed
this Agreement. We may cancel your
under this Agreement, we will terminate
Agreement immediately and backdate the
this Agreement and we will not refund you
cancellation to the date of the fraudulent
any premiums and Excess payments that we
action. We may also take legal action against
have received from you in your current
you and notify the police.
Contract Year with the exception that we will
8. NOT SUITABLE FOR COVER refund you the Excess you have paid for the
most recent Engineer visit that identified the
8.1. If we identify that your System is not suitable
system as Beyond Repair. We will also
for our Products in accordance with clause 6,
provide you with £250 (two hundred and
our Engineer will advise you of this at your
fifty pounds sterling) payment once proof of
appointment.
a new boiler being installed has been
8.1.1. If you have not had previous works provided to us within 60 days of our
completed under this Agreement, we will Engineer visit.
terminate this Agreement and refund you any
9.2. Clauses 9.1.1 and 9.1.2 shall survive
premiums and Excess payments that we have
termination of this Agreement for a period of
received from you in your current Contract
up to 60 calendar days.
Year. You will not be responsible for any
further payments to us under this Agreement. 10. COMPLAINTS
8.1.2. If you have had previous works completed
10.1. We are committed to offering excellent
under this Agreement, we will terminate this
customer service. However, we recognise that
Agreement and we will not refund you any
things do sometimes go wrong. If you feel
premiums and Excess payments that we have
something has gone wrong and you wish to
received from you in your current Contract
complain please
Year. You will not be responsible for any
Telephone us on:
further payments to us under this Agreement.
0345 076 7646 (Monday to Friday, 08:00 to
20:00 and Saturdays, 08:00 to 14:00)
16Or write to us at: 11. COMPENSATION
Home Services
11.1 OVO (S) Home Services Limited and the
PO Box 7612
Insurer are covered by the Financial Services
Perth
Compensation Scheme (FSCS). You may be
PH2 1FZ
entitled to compensation from the scheme if
Or email us at:
we cannot meet the obligations of your
HomeServicesComplaints@sse.com
Breakdown Contract. General insurance is
We’ll do our best to resolve the complaint covered for 90% of the Claim, without any
fairly. Once we have completed our upper limit. You can get more information
investigation, we will provide a final response. about the compensation scheme from the
Alternatively, at any stage, you have the right to FSCS at www.fscs.org.uk or by telephoning
contact the Financial Ombudsman 0800 678 1100.
Service if your complaint relates to the
11.2. We will not pay you any compensation for any
Breakdown Contract.
loss you suffer or incur in connection with any
10.2. The Financial Ombudsman Service can review time you have had to take off from your
complaints from ‘eligible complainants’ which employment in order to facilitate an
includes private individuals and sole traders appointment (including a missed appointment
and small partnerships with a yearly turnover or No Access visit) associated with the services
of less than £1 million. or Products.
Further information can be found at: 11.3. We will not pay you any compensation for any
http://www.financial-ombudsman.org.uk/ costs you incur in connection with your boiler
default.htm not working, for example where you use
Financial Ombudsman Service electric heaters.
Exchange Tower
Harbour Exchange Square
12. LEGAL
London 12.1. This Agreement and the Products are only
E14 9SR suitable for home owners. This means that if
By telephone on: you are a tenant, you are not eligible for the
0800 023 4567 or 0300 123 9123 Products.
By e-mail: complaint.info@financial- 12.2. If you are a landlord then you agree that you
ombudsman.org.uk are not permitted to re-sell the Product to
10.3. If you purchased your product online, you also anyone, including to a tenant.
have the option to visit the European 12.3. We may assign or transfer all, or any part of
Commission’s online dispute resolution our rights and subcontract any of our
platform which will help route your query or obligations under this Agreement without
concern to us and/or the relevant your consent provided that the transferee
ombudsman and may assist to resolve holds the applicable industry registration,
complaints. where necessary. Your rights under this
10.4. This complaints procedure does not affect any Agreement will not be affected.
legal right you have to take action against us. 12.4. We will always communicate with you
17(including our terms and conditions) in English. OVO (S) Home Services Limited, Grampian
12.5. We may vary the terms and conditions of this House, 200 Dunkeld Road, Perth, PH1 3GH, or
Agreement at any time. If we vary the terms email us at home.services@sse.com
and conditions to your material disadvantage, 12.10. If any part of this Agreement is not permitted
we will notify you of such variations and the or is held to be ineffective by any court of law
date on which they will start by providing you or other regulatory or competent body this
with thirty (30) days notice of this. If you notify will not affect any other part of this
us that you are cancelling this Agreement in Agreement.
response to our notice under this clause 12.5, 12.11. If your boiler, appliance or System is covered
then such variations shall not be effective in by a third party warranty, it’s your responsibility
respect of your Agreement. You will not have to make sure that any work we do doesn’t
to pay a termination charge and we will refund affect that warranty.
any payments you have made in advance.
12.12. If our supply of the Product is delayed by an
Otherwise the new terms and conditions will
event outside our control then we will contact
apply commencing on the notified date.
you as soon as possible to let you know and
12.6. Any delay on your or our part in enforcing any we will take steps to minimise the effect of the
term of this Agreement will not prevent either delay. Provided we do this we will not be liable
of us from enforcing that term later. for delays caused by the event, but if there is a
12.7. We do not limit our liability for death or risk of substantial delay you may contact us to
personal injury caused by our negligence. This end this Agreement and receive a refund for
is a consumer contract so we are not any Products you have paid for but not
responsible for any business losses. received.
12.8. Otherwise we will only be responsible for any 12.13. We are under a legal duty to supply Products
loss or damage which is a foreseeable result of that are in conformity with this Agreement.
our breaching this Agreement or our failing to Nothing in this Agreement will affect your
use reasonable care and skill. Our maximum statutory legal rights.
liability arising out of this Agreement is limited 12.14. This Agreement and any disputes arising from
up to £100,000 in any Contract Year. Loss or it shall be governed by either the laws of
damage is foreseeable if either it is obvious England and Wales in the exclusive jurisdiction
that it will happen or if, at the time the of the Courts of England and Wales if the
Agreement was made, both we and you knew Property is in England or Wales; or the laws of
it might happen, for example, if you discussed Scotland in the exclusive jurisdiction of the
it with us during the sales process. Scottish Courts if the Property is in Scotland.
12.9. Notices required under this Agreement will be
in writing and delivered by hand, sent by post
13. PERSONAL INFORMATION
or e-mail (where provided and permitted). We This section explains how we use the
will send notices to your billing address or your information we collect about you when you
e-mail address. We will assume you have buy our Products under this Agreement. We
received the notice 3 Business Days after we will tell you if we significantly change the
have sent it unless we receive evidence to the information we ask for or the way we use it. If
contrary. Unless otherwise stated in this you would like more details about the way we
Agreement, please send postal notice(s) to: use your personal information, please see our
18privacy notice available at https://www. sse. consented) via email or SMS, with information
co.uk/about-us/legal/privacy-policy. If you on the Products and services that we, or other
would like a printed copy of our privacy notice, companies within the OVO Group Ltd, and
please get in touch. occasionally our carefully selected partners
offer. We may use third parties to send
HOW WE COLLECT INFORMATION marketing communications. Unless you have
13.1. We may collect information about you when asked us not to, we may also use your email
you use our website; correspond with us by address to show you digital advertisements via
phone, letter, email, SMS or otherwise; or in social media, on search engine results pages,
the course of providing you with the Products. or on other websites.
We may receive information about you from 13.4. You may opt out at any time from receiving
third parties, such as Credit Reference marketing messages by contacting us and
Agencies. giving your account details.
HOW WE USE YOUR Sharing
PERSONAL INFORMATION
13.5. We may share your information with third
13.2. We, our employees and/or our agents, parties, including:
contractors, and companies within the OVO a) companies that provide, review and/or
Group Ltd, may use your information to: receive services in relation to our website
a) Provide you with online services; or Products;
b) Identify you; b) regulators or legally appointed bodies, for
c) Detect and prevent crime, fraud or loss; regulatory or legal purposes;
d) Contact you or authorised third parties c) where appropriate, individuals such as
(including AmTrust Europe Limited) to family members or cohabitants, previous
administer any accounts, services or tenants, landlords, or organisations such
Products. If you provide us with an email as letting agents, who/which may require,
address we may use it to send contract or provide, information about you or your
fulfilment and other account or services premises or who introduced you to us;
related information; d) organisations involved in the prevention or
e) Contact you to collect feedback, for detection of crime or collection of taxes
example through surveys or or similar impositions. If we have a
questionnaires; reasonable suspicion an offence is being,
or has been, committed we will investigate
f) Train our staff and improve our Products
and may record information on your
or services;
account and share the information with
g) Conduct, and contact you in relation to, relevant third parties (such as the Police);
market research;
e) If you fail to make payments we may share
h) Identify offers and home services or information with debt collection and
payment advice tailored to your needs. tracing agents;
Marketing f) Other authorised third parties or named
account holders on any account you hold
13.3. Unless you ask us not to, we may contact you
with us.
in writing, by phone and (where you have
19Occasionally, the other people or contacting us will not mean you have ended
organisations we pass your information to your Agreement with us at that point.
might be outside of the European Economic 14.3. If you miss a Direct Debit payment, we will
Area (EEA). Because of that, we may pass your attempt to take this payment a second time
information to countries that have different and if it is still not able to be taken, we may
standards and laws about protecting personal terminate your Agreement. In the event that
information. we terminate your Agreement due to a missed
13.6. Your information comprises of all the details payment we will write to you to let you know.
we hold about you and your transactions We will collect the debt you have accrued in
and includes information obtained from this period and may also charge you in
third parties. We may use and share your accordance with this Agreement.
information with AmTrust Europe Limited who 14.4. If you have missed any payments and we have
provide the Breakdown Contract under this not terminated your Agreement, if you make a
Agreement. For more information as to how Claim, you must pay us any missed payments
AmTrust Europe Limited will use your personal first before we undertake any works,
information please see their privacy notice at otherwise you will continue to accrue debt on
www.amtrusteurope.com. your account and we will be unable to
undertake any works.
Recording of Communications
14.5. If you end this Agreement after your Product
13.7. We may monitor and record any
Start Date (or Renewal Product Start Date
communications, including phone
where applicable) and you pay monthly by
conversations, emails, SMSs and web chats, to
Direct Debit, we will stop taking payments as
ensure that we provide a good service, meet
soon as we have processed the cancellation.
our regulatory and legal responsibilities, and to
train our staff. 14.6. You will not be allowed to renew your
Agreement or take out a new Product with us
14. ENDING YOUR POLICY until you have paid any debt owed to us.
14.1. You may end this Agreement at any time as
Your Cancellation Rights
long as you let us know. Your Agreement will
14.7. You have an 18 calendar day period in which
end immediately upon receipt of your
to cancel your Product, with no penalty, from
instruction.
your Product Start Date or Renewal Product
Write to us at:
Start Date. This is known as your Cancellation
OVO (S) Home Services Limited,
Period.
Grampian House,
14.8. In the event you cancel your Product within
200 Dunkeld Road,
the Cancellation Period and we have done
Perth, PH1 3GH
work for you before the Cancellation Period
Telephone us on: 0345 076 7646
ends, you will have to pay for the works we
Email us at: home.services@sse.com have undertaken. This will include if you make
Or use the Cancellation Form at the back of a Claim during the Cancellation Period. You
this Booklet. will be responsible for the costs incurred in
14.2. Cancelling your Direct Debit without this regard.
20 20Your Termination Rights breach of the law;
14.9. You may terminate this Agreement at any b) if your System is not suitable for the
time as long as you let us know by any of the Product in accordance with this
methods stated in clause 14.1. In the event Agreement;
you do terminate this Agreement, you will c) if your boiler is Beyond Repair;
be subject to the termination charge in
d) you do not make an agreed payment;
accordance with clause 14.12 of this
e) there are any health and safety issues;
Agreement.
f) your System is on our excluded list,
Termination Charge including as set out in clause 6.5 of this
14.10. If this Agreement is terminated due to us Agreement;
changing the terms and conditions, then we g) you do not give us access to your
will not charge you a termination charge. Property when it is needed;
14.11. If this Agreement is terminated in accordance h) upgrade work identified which we request
with clauses 8 and 9 of this Agreement, we will you to complete so we can provide the
not charge you a termination charge. Product has not been completed within a
14.12. Otherwise the termination charge is the reasonable time;
total of: i) you have purchased the incorrect type of
(i) A charge for the Breakdown Contract, Product;
which is: j) you have bought the Product in respect of
a. if you have made a Claim, the annual a Commercial Property;
cost of the Breakdown Contract; or k) you have breached the terms of your
b. if you have not made a Claim, the Agreement;
proportional charge for the time you l) you have acted in a way that we consider
have had the Product. E.g. if you have unreasonable, for example if you are
had the Product for 100 days, you will aggressive towards us;
be charged:
m) you no longer own or occupy
the annual cost of your
Breakdown Contract x 100
÷ 365 your Property; or
(ii) An administration fee of £25.00, Less: n) if there is a Pre Existing Fault or
System Deficiency.
(iii) Any payments made by you and received
by us towards the cost of this 14.14. If we terminate this Agreement for any reason
Agreement, excluding payments for then the Product will cease immediately. We
chargeable work or Excess. will advise you orally or in writing (whichever
occurs first).
Our Termination Rights 14.15. For the avoidance of doubt, you will be
14.13. We may terminate your Agreement in the responsible for the cost of the Product until
following circumstances if: the date that the Product ceases and any
a) you have given us false information which charges as set out in this Agreement.
results or may result in us suffering
material loss or damage or being in
21How to contact us and
useful information
General enquiries (including Claims) Join us for energy, home phone
0345 076 7646 or broadband
24 hours a day, 365 days a year 0345 026 7058
Can you smell gas? For energy saving tips
0800 111 999 sse.co.uk/BeingGreen/EnergyEfficiency
24 hours a day, 365 days a year
Have you had a power cut? For more information
Call 105, alternatively call the number sse.co.uk/homeservices
on your electricity bill Email
Boiler and Heating Cover home.services@sse.com
0345 076 7645 For fault finding tips
Free energy efficient installations youtube.com/yourssetv
0345 078 3248 For more info on switching to us
Gas boiler installations for energy
0345 076 7648 sse.co.uk/gasandelectricity
8.30am-8pm Mon-Thu, For more info on Phone & Broadband
8.30am-6pm Fri, 9.00am-1pm Sat
sse.co.uk/phoneandbroadband
BRKPLBK_HS_SSE_CU_JULY20 TC_CTRL_SL_CCG-2245
Our customer service guarantee
We’ll call you back when we say we will. We’ll never transfer you more than once when you
call us, unless you agree. We’ll give you an opportunity to speak to a manager if you ask.
22Southern Electric
Cancellation form Scottish Hydro
SWALEC
If you have changed your mind and wish to cancel, please complete and return the form below.
Send to: New Customer Centre, Cancellations, OVO (S) Home Services Limited,
Grampian House, 200 Dunkeld Road, Perth, PH1 3GH
Or email us on: home.services@sse.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following:
...................................................................................................................................................................................................................
Ordered on: Date ............/............/............
Name of consumer(s),...................................................................................................................................................
Address of consumer(s),................................................................................................................................................
...............................................................................................................................................................................................
......................................................................................................................... Postcode.................................................
BRKPLBK_HS_SSE_CU_JULY20 TC_CTRL_SL_CCG-2245
Signature of consumer(s),.............................................................................................................................................
Date............. /............../..................
[*] Delete as appropriate
SSE and associated brands: Southern Electric; Scottish Hydro and SWALEC are all trading names of OVO (S) Home Services Limited. The Registered
Office of OVO (S) Home Services Limited is Grampian House, 200 Dunkeld Road, Perth, PH1 3GH. Registered in Scotland No. SC292102. OVO (S)
Home Services Limited is authorised and regulated by the Financial Conduct Authority (FCA) under reference number 695476. You can check this on
the Financial Services Register by visiting the FCA website.
23BRKPLBK_HS_SSE_CU_JULY20 TC_CTRL_SL_CCG-2245
Southern Electric
Scottish Hydro
SWALEC
Last updated: July 2020
SSE and associated brands: Southern Electric; Scottish Hydro and SWALEC are all trading names of OVO (S) Home Services Limited. The Registered Office
of OVO (S) Home Services Limited is Grampian House, 200 Dunkeld Road, Perth, PH1 3GH. Registered in Scotland No. SC292102. OVO (S) Home
Services Limited is authorised and regulated by the Financial Conduct Authority (FCA) under reference number 695476. You can check this on the
Financial Services Register by visiting the FCA website.You can also read
