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Homecover Terms & Conditions

The "Small Print" For your Safeheat homecover service agreement

If you need a larger font size version this is available on our web site or by calling 01803 523700

Our commitment to you

We aim to provide a safe, high-quality service to repair and maintain the equipment included in this agreement, please contact us on 01803 523700

Summary of your agreement

What the agreement provides:

Safeheat homecover Options

We base your agreement on the homecover options you choose (listed and described below). This will give you the guidance on what you can expect from each service option. You should also read the 'General exclusions' section below.

There are three different homecover plans, which you combine to suit your needs.

What is covered?

A Gas Services
(i) What is included:

This service is for maintaining and repairing a single wet (using water) gas central-heating boiler & controls in your home and includes the following:

As Bronze PLUS your system are covered for labour & parts (shown in blue in the diagram)

As Silver plus your plumbing (shown in red on the diagram)
Under the service, inside your home we will provide materials and labour to repair or replace:

What is not included under homecover Plumbing:

Please also see 'General Exclusions'
The service includes:
4 Internal gas supply
We will repair all gas-supply pipework inside your home, between your meter and any appliances as long as you have homecover plans Bronze, Silver or Goldand there is no specialist floor covering. (You cannot buy the internal gas-supply service on its own.)

(ii) What is not included

General Exclusions

Our Safeheat homecover agreement does not include the following:

Design or existing faults
The cost of repairs needed because of design faults (unless we are responsible), or faults which existed before you entered into the agreement and which could not be identified on initial inspection using reasonable care and skill.
Third-party or accidental damage
The cost of repairs relating to damage caused by you or someone else. Consequential loss
Unless we are responsible for it, loss or damage to property caused by the appliance, boiler or system breaking down (for example, damage to furniture caused by water leaks) If we have to dig on your property, we will fill in any holes and leave the surface level but we will not necessarily replace the original surface or construction. Any redecoration that may be needed following our work is your responsibility, unless we have been negligent.
Normal insured risks
The cost of repairing faults or damage caused by freezing weather conditions ( except certain repairs included in Plumbing), subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. The cost of repairing damage caused by changes to, or problems with the gas, electricity or water services. You should check your household insurance to make sure you have enough cover for these risks.

Under all homecover options

About your agreement

Domestic Use
Safeheat Homecover agreements are only available for appliances in domestic use inside your home. If you own a domestic property which you let out, we will offer you a landlord cover agreement only - please see the landlord cover section below.
Maintenance Agreement
Homecover is a maintenance agreement and not an insurance policy. Period of agreement
Your agreement runs until you tell us that you would to cancel, or if we cancel the agreement (see 'cancellation'). You may cancel the agreement at any time with one months notice period. We will write to you to tell you about changes to the terms and conditions or prices. We may also cancel the agreement at any time, as long as we give you reasonable notice of this. If you pay each in advance (by cash, cheque, credit card or debit card) instead of by monthly direct debit and cancel the agreement during that year, we will give you a refund based on how long is left of any 12-month advance payment. There will be a minimum payment for the year of £75.00 if we have done work or an inspection. Start Date
Your agreement begins when we receive your satisfactorily completed your application *Subject to survey.
Initial Safety Inspection
We will inspect you system and or appliance. Your Safeheat Engineer will fill in an initial safety inspection checklist. We will normally do this inspection within 28 days of the beginning of your agreement where possible, but, as we give priority to breakdowns, it can be later if there is a lot of demand for our services. If the inspection reveals a problem, we may:

Safety and Maintenance Inspections

We will carry out a Safety and Maintenance Inspection once in every year of your agreement. We will aim to carry out the Safety Inspection & Service around the same time each year where possible, depending on our workload and your appointment preferences. As long as we can get into your home, we will always make sure we check that your system is safe. You can also call us at any time to arrange or rearrange your Safety and Maintenance Inspection.


We will cancel your agreement if:

If we cancel your agreement we will

You may cancel your agreement within seven working days starting from the day after you receive written confirmation of your agreement with us and you will receive a full refund of any money paid (as long as we have not done any work)

You may also cancel your agreement immediately, either after us letting you know about changes in prices or terms and conditions, or if we fail to do something which we should have done. In this case, you will receive a refund based on how much time is left of the relevant 12 month period or, if you agree, we will put things right and continue the contract.

You may cancel your agreement at any time, giving one months notice period. If you do so after we have done an inspection or other work, and you have paid less than £75.00 in the last 12 months at the time you cancel, we may charge you an extra amount which brings your total payments under the agreement to £75.00 when we have done an inspection or other work.

Spare parts

If we do not carry the spare parts your repair needs on the day we will do all we reasonably can to find parts from our suppliers. We may use approved alternative parts or parts that have been reconditioned by the original manufacture.
One of our engineers will usually carry out the work, in some cases we may authorise a suitably qualified contractor to carry out the work. Getting to your system - all safeheat homecover options and internal gas supply
Our cost of getting to your system (materials and labour) is included up to £500 (including VAT) for each job, for example, pipes buried in walls or 'built-in' appliances (except work on drains where this also includes any inspection or repair costs)

Landlord Cover
This service is available to landlords who let out properties for domestic purposes.
Legal requirements
By law, landlords must have gas appliances in properties they let checked for safety every 12 months. They must, by law, also hold a Gas Safety Record as proof.
Our Service
We can carry out the inspections that are needed at the same time as the safety and Maintenance Inspection. By Law, we will check and issue a Gas Safety Record for all gas appliances within the property. Additional appliances covered at an additional cost. If you, or we, cancel your agreement after we have provided a Gas Safety Record, and you have paid less than £75.00 in the last 12 months at the time you cancel, we will charge you an additional amount, which brings your total payments, under the agreement, to £75.00.

Gaining access to your property
It is your responsibility to let us into your property. If we cannot gain access to your property to carry out the necessary work, we will tell you to arrange another appointment. If after the several attempts, we still cannot gain access, we may cancel your agreement. We will tell you in writing if this is the case.

Using Personal Information

Information you provided or we hold about you (whether or not under our contract or contracts with you) may be used by us or our agents to

Transactional information means what you buy from us and how you pay for it, for example, usage rates and discounts we have offered you. (These are examples only, not a complete list) We may allow other people and organisations to use information we hold about you

From time to time, these other people and organisations may be outside the European Economic Area in countries that do not have the same standards of protection for personal data as the UK. We may pass your address, property and postcode and details of your gas appliances, flue, hot water cylinder, system controls and electrical installations (including details of any repairs or removals, to competent person scheme operators and other appropriate organisations including Gas-Safe (council of registered Gas Installers) and the ECA (Electrical Contractors Association). These operators and organisations may pass this information to local authorities to meet Building Regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and so on meet Building regulations. We may monitor and record communications with you (including phone conversations and e-mails)for quality assurance and to make sure that we are meeting our legal and regulatory requirements. We may check your details with one or more licensed credit-reference and fraud-prevention agencies.We and they may keep a record of this search and the payment details from your account, and share it with other organisations. If a person provides false or inaccurate information and we suspect fraud, this is also recorded. This information may be used by us, and other organisations may search these records to Help make decisions about credit and credit related services for you and members of your household;

We, and other credit and insurance organisations, may also use technology to detect and prevent fraud. If you need details of those credit agencies and fraud-prevention agencies from which we get, and which we record information about you please write to our Data Protection Manager, Safeheat Ltd, Yalberton Tor Ind Est, Alders Way, Paignton, Devon, TQ4 7QN

If you give us information on behalf of someone else you confirm that you have given them the information set out in this document, and that they have not objected to their personal information being used in the way described in it. If you give us sensitive information about yourself or others (such as health details or any criminal convictions of members of your household) you agree (and confirm that the relevant subject of the information has agreed) to us processing this information subject in the way set out in this document.

If you are making a joint application or you have told us about some other financial association with someone else, a 'financial association' between you and that other person (or people) will be made at credit-reference agencies. This will link your financial records with that other person (or people) so that both (or all) your records will be taken into account in all future applications by either or both (or all) of you. This will continue until one of you successfully files a notice with the credit reference agencies asking that you are no longer financially associated with that person.

Third Party Rights

Nobody other than you will be able to benefit from this agreement, which cannot be passed to someone else without our agreement.
Our responsibilities:
We will meet our responsibilities under this agreement within a reasonable time unless it is impossible for us to do so because of circumstances outside our reasonable control.

Customer Information

Central Heating Improvements
Replacing Your Boiler
The Energy Saving Trust recommend that gas central heating boilers are replaced every 15 years. While boilers older than this can often still work properly, their effectiveness and efficiency becomes reduced and technological advanced means that today's boilers, if regularly serviced, have significantly improved efficiency, performance, reliability and safety features. Every new boiler we sell is at least an 'A' rated condensing boiler with an efficiency over 90% - this compares to boilers over 15 years old with an efficiency of around 65%

Upgrading the System and energy-efficiency improvements
If you ask us to improve your system (for example, by adding new controls) we will give you a 2 year parts and labour guarantee. We are able to provide energy-efficient products at a reduced VAT rate of 5%. To arrange an engineer to visit, ring 01803 523700

Power Flush

Power Flush is a way of removing sludge and other waste from central heating systems. We may also suggest you correct any design faults which might cause problems to return. This work can increase the life of your system, and improve efficiency. When a repair is needed due to sludge (for example, damage to the pump, valves or radiators) we will complete this job, at no extra cost, as long as we have not already told you that you need a Power Flush or similar procedure. Our engineers will also tell you what other work is needed to avoid further problems, or offer you a different Safeheat cover option. If we recommend you carry out a Power Flush, we will charge you to carry out the work. Once it is finished, there will be no charge for any future Power Flush work that may be needed as long as you keep a continuous Homecover agreement with us at that property and as long as we carry out any work to correct design faults. Power Flush is a trademark.


Any guarantees do not affect your legal rights under the Sale Of Goods Act 1979 and Supply of Goods and Services Act 1982, you can get advice about your rights from a Citizens advice bureau or trading standards department.


If any term of the terms and conditions is held to be invalid, unlawful or unenforceable, it shall not affect the enforcement of any of the remaining Terms. These Terms and Conditions constitute the entire agreement between you and us with respect to the subject matter hereof.


These Terms shall be governed and construed in accordance with English law and be subject to the exclusive jurisdiction of the English Courts.