1 Terms and Conditions 1.These terms 1.1 These are the terms and conditions on which we supply products/services to you.
1.2These Terms and Conditions set out the agreement between [Business Name] (“we”, “us”, or “our”) and you, the Customer.
By accepting our quotation, you agree to be bound by these Terms and Conditions. This document has been updated in line with the Digital Markets, Competition and Consumers Act 2024 (as in force), the Consumer Rights Act 2015, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These laws set out your rights as a consumer and our duties as a business, covering fair pricing, transparent contracts, cancellations, and how your data and reviews are handled.
Your statutory rights are not affected. 2. Information about us and how to contact us
2.1 We are Durham Gas Services LTD a company registered in England and Wales. Our company registration number is 07577118 and our registered office is at Unit 1a Stirling Road, West Carr Road Industrial Estate, Retford, Notts. DN22 7SN.
Our registered VAT number is 941670422. 2.2 You can contact us by telephoning on 01777 702684 or by writing to us at enquiries@durhamsheating.co.uk. If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided us with. 2.3 When we use the words “writing” or “written” in these terms, this includes email.
3. Our contract with you 3.1 We will provide a written quotation setting out the cost of installing heating, plumbing, or renewable energy systems (if applicable).
Once accepted, we will carry out the work described in the quotation. Any additional work or variations not included in the quotation will be agreed in writing before work begins and may result in additional charges.
3.2 Quotations provided are valid for 30 days from the date of issue. It is based on information provided by you and details of goods and services’ we propose to supply, at your request.
3.3 Please read the Quotation carefully. If the goods and services described do not accurately detail the work you requested, please inform us immediately so we can amend the Quotation.
Any goods or services not described in the Quotation will not be included.
3.4 Any approvals or permissions required prior to carrying out the work described are the responsibility of yourself. All work we carry out will conform to current regulations and standards.
3.5 Quotations and Pricing Errors. Whilst we take every care to ensure quotations, prices, and descriptions are accurate, obvious errors or omissions may be corrected. If such an error is identified after a quotation or order has been issued, we will notify you as soon as reasonably possible.
In such cases, you will have the option to proceed at the corrected price or to cancel the order without penalty.
4. Installation Dates
4.1 We will make all reasonable efforts to meet the agreed installation dates. However, if unforeseen circumstances beyond our control prevent this (for example, severe weather, supplier delays, or restricted access), we will agree on an alternative date.
Neither party will be liable for costs caused by delays outside of their control.
5. Your rights to make changes
5.1 If you decide to make changes to the planned work, or request additional work be completed, after the contract has been signed, you must inform us as soon as possible. Where possible we will attempt to incorporate the changes.
5.2 Where these changes affect the costs stated in the Quotation, we will inform you as soon as we can. Any extra costs will be charged to you as “Extras” to the original Quotation.
5.3 There are occasions where we may come across unexpected additional work. Should this arise, we will inform you as soon as possible. If this additional work is within our area of competence to complete, we will discuss this with you and at your request, carry this work out at extra cost. If the work required is outside our area of competence, we will assist you in finding a competent person or, with your consent, may provide a suitable subcontractor at extra cost. The costs will be discussed with you prior to the commencement of work. No additional work will be carried out without your permission.
6. Work begun prior to the expiry of the cancellation period
6.1 If you have requested or agreed that installation work will commence before the fourteen (14) day cancellation period expires, and you subsequently cancel in accordance with your rights, you are advised that reasonable payment will be due for any work carried out prior to you cancelling the contract.
This may include any equipment that has been ordered for you and cannot be returned. 2 6.2 Any request for works to be commenced within the 14-day cancellation period will need to be confirmed in writing.
You will be provided with a document by Durham’s Heating services in this instance for completion.
7. Our rights to make changes
7.1 We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
7.2 In addition, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect:
8. Providing the products
8.1 During the order process we will let you know when we will provide the products to you and install them.
8.2 We are not responsible for delays outside our control. If our installation of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Neither party will be liable for costs caused by delays outside of their control.
8.3 If you have asked us to install the products for you and you do not allow us access to your property as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause
9.2 will apply.
8.4 Ownership of goods remain with Durham gas Services T/A Durham’s Heating Services until full payment is received. Risk passes to you once the product is installed/delivered. You own the products once we have received payment in full.
9. Working Hours & Access
9.1 Work will generally be carried out between 8am and 5pm, Monday to Friday, unless otherwise agreed in writing.
9.2 Emergency call-outs are accepted subject to the engineer’s availability. While we will make reasonable efforts to attend as quickly as possible, we cannot guarantee immediate attendance in all circumstances.
9.3 You, the Customer, must provide reasonable access to the property and ensure utilities (water, gas, electricity, or renewable connections if applicable) are available at no cost.
9.4 If delays occur due to restricted access or your delays, we reserve the right to charge reasonable additional costs.
10. Your rights to end the contract 10.1 You have the right to cancel this contract within fourteen (14) days of signing, without giving any reason. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g., a letter sent by post or e-mail).
10.2 If you are ending the contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided (unless special order) or have not been provided properly. Reasons are: • we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2); • we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed; • there is a risk that supply of the products may be significantly delayed because of events outside our control; or • you have a legal right to end the contract because of something we have done wrong.
10.3 If you are not ending the contract for one of the reasons set out in clause
8.2, then the contract will end immediately, and we will refund any sums paid by you for products not provided (unless special order).
10.4 If you are requesting a cancellation of works that have begun prior to the expiration of the 14-day cancellation period (as per clause 5.2) you may be asked to pay reasonable costs for any work that has been carried out or costs that have been incurred to the company for materials and labour undertaken.
11. Our rights to end the contract
11.1 We may end the contract for a product at any time by writing to you if: • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or • you do not, within a reasonable time, allow us to deliver the products to you and install them.
11.2 If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in 3 advance for products we have not provided (unless special order) but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
12. Existing Systems & Site Conditions
12.1We accept no responsibility for faults in existing systems (for example, pipework, radiators, pumps, tanks, solar panels, inverters, or other renewable components) that may be affected by upgrades, power flushing, or conversion to sealed systems. We will not be liable for leaks or failures in older components unless directly caused by our negligence.
13. Hazardous Materials
13.1 Our prices exclude the removal of hazardous materials such as asbestos. If asbestos is identified, work will pause until the site is certified safe. We can arrange removal at additional cost, agreed in writing before proceeding.
14. Charges and Transparency
14.1 Quoted works – fixed price as per quotation (includes VAT).
14.2 Standard Hourly Rate (Monday- Fri 8am-5pm) Heating (Gas, LPG, Solid Fuel, Oil) £120.00 1st Hour, £100 thereafter. Plumbing / Electrical £90.00 1st Hour, £80.00 thereafter. After first hour, time charged in half hourly blocks. If works require additional person due to manual handling for example, and additional £20.00 will be applied.
14.3 Emergency attendance – (offered only on a case-by-case situation, engineer need assessed, outside or our normal working hours) £150.00 for the 1st hour, £100.00 thereafter.
14.4 Materials and parts – agreed with you before the supply. If an engineer has recommended parts following a breakdown visit, costs will be agreed with you prior to be installed. A variation of works order will be completed. Full customer signatory approval will be required prior to installation. Payment may be requested at the same time.
14.5 Travel and parking – Any charges (e.g., mileage outside of our working remit, congestion, parking) will be passed on at cost. Company working radius 10 miles from DN22 7SN. Any works undertaken outside of this radius may be liable for mileage. This will be discussed with you at booking. Mileage rates 0.45p/mile.
14.6 Call backs – Defects in our work rectified free. Unrelated issues charged at applicable hourly rate.
14.7 – Hazardous materials/Waste -Additional costs for asbestos removal or large quantities of waste removal will be agreed before works commences and/or continues.
14.8 VAT – Charged at the prevailing rate unless otherwise stated.
14.9 Transparency commitment – In line with DMCC2024, all charges are presented clearly and upfront.
15. Price and payment
15.1 The price of the product (which includes VAT) will be the price set out in our written quotation at the date of your order unless we have agreed another price in writing. We take all reasonable care to ensure that the price of product advised to you is correct. Prices are fixed and non-negotiable.
15.2 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the products correct price at your order date is higher than the price stated [as per quotation], we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may terminate the contract, refund you any sums you have paid and require you to return the product at our expense.
15.3 If the work described in the Quotation cannot be carried out continuously or if completion of the work is delayed for reasons outside our control, we may issue intermediate invoices for work completed.
15.4 We accept payment with credit/debit card and BACS transfer (Business credit or debit cards not accepted). You must pay for the products within 14 days after invoiced for works.
15.5 If you think an invoice is wrong, please contact us promptly to let us know.
15.6 Non-payments will be transferred to a third-party debt collector. Additional charges may be incurred.
16 New Customer Policy
16.1 New customers may be required to pay for products and services upfront until a proven payment history has been established.
16.2 The duration of the upfront payment requirement will be at our discretion and based on the customer’s payment behaviour.
17 Late payment Policy
17.1 If the customer consistently fails to make payments on time, we reserve the right to modify the credit terms.
17.2 Persistent late payers may have their credit terms reduced or revoked entirely.
18 Credit Term Adjustment
18.1Upon persistent late payment, credit terms can be reduced. Alternatively, the customer may be required to make payments on a pro forma basis.
4 18.2 Under pro forma terms, payment for works must be received prior to the commencement of any new work.
19. Notification
19.1 Customers will be notified in writing of any changes to their credit terms. This notice will include the new terms and the effective date.
20. Reinstatement of credit terms Customers who have had their credit terms reduced or revoked may request a review after a period of timely payments. The decision to reinstate credit terms will be at our sole discretion.
21. Deposits for works 21.1 We reserve the right to request deposits for quoted works to cover material costs. A 20-50% deposit may be required 28 days prior to work commencement. You will be advised of this at point of quotation.
21.2 Deposit breakdown: < £1,999.99 – no deposit required; £2,000.00-£9,999.99 – 25% deposit required; >£10,000.00 – 50% deposit required.
21.3 In circumstances where works are to be carried out during the 28-day deposit period, the stipulated deposit shall become immediately payable upon confirmation of such works.
22. Our responsibility for loss or damage suffered by you
22.1 We will endeavour to protect your property, but any goods that are sensitive to dust/water should be removed from the work area. The company will not be liable for any damage arising from work related damage to susceptible belongings.
22.2 We will not be liable for replacement of carpets, other floor coverings, plastering/decorating etc where access is required to route/repair pipework or following removal of obsolete parts of your plumbing system (including any cleaning needed).
22.3 Remedial work following the provision of services will be specified within each written quotation. We are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
22.4 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is foreseeable result of our breaking this contract or our failing to use reasonable care and skill.
22.5 We hold no liability for existing parts of your plumbing and(or) heating system such as, but not limited to, existing radiator(s), valves, pipework, fittings, tanks, boilers, cylinders etc that may become faulty following associated works (such as pressurising or heating system or water pipes, power flushing etc).
23. Guarantees and warranties
23.1 Boiler & appliance servicing – If we have installed or serviced your boiler, heating system, or renewable appliance, we may contact you with a reminder when the next service is due. These reminders are provided as a courtesy only. You, the customer, are responsible for arranging annual servicing as required by the manufacturer. Failure to book and complete servicing may invalidate manufacturer warranties. Durhams Heating Services cannot be held liable for any costs, breakdowns, or warranty rejections arising from failure to maintain your appliance in line with manufacturer servicing requirements.
23.2 System limitations & customer responsibilities – • We cannot be held responsible for faults, breakdowns, or failures caused by pre-existing conditions, sludge, limescale, or general wear and tear. • Where equipment is beyond reasonable repair due to the age or condition, we reserve the right to recommend replacement rather than repair. • Repairs and replacements are subject to parts availability. We cannot be held responsible for delays caused by manufacturer or supplier shortages. • We aim to respond to emergency call-outs as quickly as possible, but no specific response time is guaranteed. • You, the customer, are responsible for carrying out basic maintenance where safe to do so, such as topping up system pressure (if instructed), bleeding radiators, and keeping vents/flues clear. • You must provide safe and reasonable access to your property. Missed or failed appointments without prior notice will incur a £60.00 missed appointment fee being invoiced.
23.3 Manufacturer Guarantees (appliances and parts) are covered by the manufacturer as set out within your quotation. Annual servicing must be carried out to remain valid. Damage caused by misuse, neglect or thirdparty interference is excluded.
24. Review bodies
24.1 Durham Gas Services LTD are registered with Checkatrade review body. We welcome your feedback, and our engineers will be leaving feedback forms following completed works.
24.2 In line with DMCC2024 and CMA guidance: • We will not create, publish, or commission fake reviews. • We will take reasonable steps to ensure reviews are genuine. • Any incentivised reviews will be disclosed. 5 • We will not suppress negative reviews. 25. Finance Durham Gas Services Limited T/A Durham’s Heating Services (FRN 743755) is authorised and regulated by the Financial Conduct Authority. Durham Gas Services Limited T/A Durham’s Heating Services acts as a credit broker and not a lender and do not receive a fee for the introduction. Credit is provided by Novuna Personal Finance, a division of Mitsubishi HC Capital UK PLC authorised and regulated by Financial Conduct Authority. Finance options are offered subject to status and credit check which must be completed before commencement of works. A 14-day cooling off period applies to all applications. If cancelled within 14 days, alternative payment of full outstanding balance must be made. Durham Gas Services Limited T/A Durham’s Heating Services, Company number 07577118. Registered in England and Wales. Registered office: Unit 1a Stirling Road, West Carr Industrial Estate, Retford, Notts. DN22 7SN.
26. Promotional Offers Any promotion run by Durham Gas Services LTD T/A Durham’s Heating Services is redeemable against labour/services specified only. Durham’s Heating services has the right to withdraw promotions at any time. Discounts/promotions not valid redeemable against heat care cover. May not be used in conjunction with any other offer. No cash alternative.
27. Complaints Procedure: We aim to always provide a first-class service. However, if you have a complaint regarding the standard of service you have received under your cover, the following procedure is available: In the first instance, please write to Durham Gas Services Ltd (our address will be on your cover schedule. Alternatively telephone us on 01777 702684 * or you can email us at; enquiries@durhamsheating.co.uk. We aim to respond to your complaint within 48 hours during working hours, and to have resolved the issue by four weeks from the day we receive your complaint. If we cannot give you a final decision within four weeks, we will explain why and inform you when we hope to reach a decision. A copy of our full complaints policy can be provided upon request. Your statutory rights remain unaffected. 28. Force Majeure Neither party is liable for delays or failures due to events beyond reasonable control (weather, strikes, supply issues, power cuts, pandemics). Reasonable extensions of time will apply.
29. Health & Safety We will comply with all health & safety regulations. You must provide a safe working environment (restrain pets, clear access routes, remove hazards).
30. Subcontracting We may employ qualified subcontractors (e.g., electricians, asbestos removers, joiners). We, The Company remain responsible for quality and completion of works.
31. Limitations of liability Liability capped at £5,000.000 (contract value or insurance cover). Not liable for indirect/consequential losses (e.g., lost rent, business losses, hotel costs). Liability for death/personal injury from negligence is not excluded, We maintain public liability insurance. Certificate available upon request.
32. Statutory compliance All work complies with relevant UK standards: • Gas Safe (Gas Works) • Oftec (Oil) • MCS (renewables) • Building & Water regulations.
33. Governing Law This agreement is governed by English law and subject to the jurisdiction of English Courts.
34. Renewable Installations & responsibilities Design & Performance Renewable systems (including solar PV, Heat pumps and battery storage) are designed in line with MCS standards (if applicable).
Performance figures are estimates only. Actual performance may vary depending on property conditions, weather, and usage. We cannot guarantee specific output levels. Permissions & Consents You, the Customer, are responsible for obtaining any necessary permissions, including landlord consent, planning permissions, building regulations, or renewable energy approvals (if applicable).
We cannot accept liability if work is delayed or additional costs arise from failure to secure these permissions.
Warranties & servicing 6 Manufacturer warranties for renewable systems apply only if equipment is serviced at the recommended intervals. Failure to do so may void warranties.
Limitations We are not liable for reduced system performance caused by shading, weather conditions, or changes to the property/environment after installation (for example, new building or trees).
Renewable incentives or subsides (for example boiler upgrade scheme) are subject to government policy. We cannot guarantee ongoing availability or eligibility.
35. Heat Care Terms & Conditions Key Consumer Rights Summary Before proceeding with any work or signing a Heat Care Plan, you should be aware of your main rights as a consumer:
Right to Cancel You may cancel any contract or Heat Care Plan within 14 days of signing or receiving these terms, without giving a reason. If work has already started within this period, reasonable costs for materials and labour may be charged.
Transparent Pricing and Deposits All prices, deposits, and additional charges will be clearly stated upfront.
Deposits (where applicable) are requested only for quoted works and depend on the total contract value.
Auto-Renewal and Heat Care Plans Heat Care Plans automatically renew annually unless you cancel.
You will be notified at least 4 weeks before renewal, including any change in cost, and given the opportunity to cancel without penalty.
Quality and Liability All work is carried out with reasonable care and skill and in compliance with relevant UK regulations (Gas Safe, OFTEC, MCS, Building & Water Regulations).
Liability for loss or damage is limited as detailed in the full Terms & Conditions, except for personal injury or death caused by our negligence.
Data Protection Your personal information is processed in line with UK GDPR and Data Protection Act 2018.
You have the right to access, correct, or request deletion of your data at any time. Complaints If you are unhappy with our service, a complaints procedure is available.
We aim to respond within 48 hours and resolve issues within four weeks. Durham Gas Services Ltd will provide the services and benefits described in this cover: • During this period • Within the geographical limits • Following payment of the premium. We will provide the services and benefits based on the details you have supplied and subject to the following terms and conditions.
Please read carefully, to ensure this cover meets your individual requirements. Your cover is made up of your application, these terms, and conditions (also referred to as ‘your cover’) and a cover schedule. The terms and conditions for this cover are written in English and all correspondence entered shall be in English. The aims of this cover:
This cover is a product which meets the demands and needs of house holders who want protection in the event of a breakdown of their central heating system and/or their boiler* and controls.
This cover should complement your household insurance policies and provide benefit and services which may not be available under those policies. We aim to provide a safe, high-quality service to repair the equipment included under this cover. If you have any questions or concerns about your cover, please contact us on 01777 702684 * Meaning of words:
This part of the cover wording sets out the words which have a special meaning. Each word is listed with the meaning explained alongside it and is printed in bold type wherever it appears in the cover wording. Application: An application for arrangement of cover (details within these terms and conditions) can be made by you, by the completion of an application form following the offer of heat care, direct with an engineer or a formal written quotation.
Central Heating System: The main hot water, gas, or oil central heating system in your home. This includes pipes which connect components of the system, but not cold-water supply or drainage pipes.
This does not include any non-domestic heating or hot water systems or any form of solar heating. Geographical Limits: Within a 10 miles radius of our office address. Cover outside of this radius is not provided, if this affects you, we will tell you when you apply.
7 Home: This is your place of residence, being your private domestic dwelling and any covered garage connected to your place of residence. Excludes outside areas, including your gardens, lawn, outbuildings, borders, and driveways. Covered PERSON(S) or YOU/YOUR:
The person named on the cover schedule, together with the members of your household normally residing with you.
In your absence on a trip away from home, the person duly authorised by you as the key holder responsible for the home. Our/us/we: Durham Gas Services Ltd administer the cover and manage all claims. Period of Cover:
The period shown on the cover. Heat Care call out visits will not be applicable to pre-existing faults identified prior to cover commencement.
Remedial works may be required to the heating system/boiler prior to Heat care Cover being offered. Unoccupied: When your home has not been lived in by your family or anyone who has your permission, for more than 30 days in a row.
Lived in means slept in frequently. Boiler repair*: Where your boiler is under warranty by the boiler manufacturer, Heat Care does not include the repair of your boiler and the cost of cover has been amended to reflect this.
Your boiler will be covered under the standard terms and conditions of the manufacturers guarantee. In this instance Durham’s would be your initial point of contact and if required we would act on your behalf to organise a manufacturer repair as necessary.
WHAT IS COVERED: • Parts and labour for repairs subject to terms of your cover. • Up to 5 callouts per annum to carry out work on parts of your system covered. • Priority service. You will be prioritised over persons who do not have any contract with Durham Gas Services Ltd. • Getting to your system (see the ‘Getting to your system’ section under ‘About your cover’). • Advice about your system from our Gas Safe/OFTEC Registered engineers during any necessary repair visit.
All heat care plans include an annual safety inspection of your boiler. Any additional appliances you require servicing can be undertaken on the same visit but will be charged at a reduced rate.
HEAT CARE COVER Boiler and Central Heating: This service is for repairing a single boiler* and wet system (using water) in your home and includes the following: • Parts and labour if your gas/oil central heating system needs a repair. • Any one-off repair up to a maximum of £500 and not exceeding £1000 in a 12 Month period. • Hot water vented and unvented cylinders and Immersion heater working parts. • Heating Controls (NOT including Internet smart controls). • Standard type radiators and Thermostatic radiator valves.
What is not covered on your heating system: • Replacing parts of your boiler if our Engineer deems it beyond economical repair. • Removing sludge or hard water scale from the boiler or system (see the Power Flushing section under ‘About your cover’). • Replacing your boiler, unless it is uneconomical to do so, or parts are no longer available, in which case we would quote for a new appliance and give a £500 discount towards he cost. • Repairing or replacing appliance flues that aren’t part of your boiler. • Repairing or replacing parts of your central heating system and controls that are specifically designed for piped or electric under floor heating. • Replacing Internet smart controls. • Replacing designer/towel or non-standard radiators, however, we will replace standard radiators and radiator valves. • Boiler Mate or similar Internal products. • Unvented cylinders over 10 years old. • Any cost over £500 (Inc. VAT) we would incur to get your system/appliance to make a repair, for example, pipes buried in walls or built-in appliances.
We do not include the cost of getting to your appliance where your system is inaccessible due to a design fault. • Items in the general exclusions. • Restoring flow by getting to and unblocking or repairing drainage pipes and waste pipes (for example, unblocking sinks, waste drains).
This applies to pipes within your property but only where you have sole responsibility for the pipes. • Wet or electric underfloor heating manifolds, pipe, cable, or electronic components. 8 • Oil storage tanks (either repair or replacement), including level gauges, filters, lift pumps, de-aeration devices or fire valves. • Any pipework buried in screed/concrete floors.
All General exclusions: Your cover does not include the following: • Claims outside the period of cover. • Design or existing faults – we will not include the cost of repairs needed because of design faults (unless Durham Gas Services Ltd are responsible), or faults which existed before you entered cover. • Third-party or accidental damage – we will not include the cost of repairs relating to damage caused by you or someone else. • Indirect losses caused by the breakdown – we will not include loss or damage to property (including any cleaning needed) or any other type of loss caused by the appliance, boiler, or system to which this policy relates breaking down or leaking (for example, damage to furniture caused by water leaks).
If access must be made to your appliance boiler or system, we will not repair or 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 – we will not include the cost of repairing faults, or damage caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood, earthquake, or storm.
You should check your household insurance to make sure your home has enough cover for these risks. • Replacing appliance, bathroom features, showers, and sanitary ware (apart from boilers as described earlier). • Any general plumbing items not relating to your central heating system for example taps, showers, WC’s, sinks. • Repairing or unblocking internal or external drains, manholes, soakaway, septic tanks, cesspits, treatment plants and their outflow pipes. • Improvements, including work that is needed to bring your system up to current standards.
Examples of improvements include system upgrades, such as adding thermostatic radiator valves, replacing parts such as flues or vents which do not meet current standards, and replacing working radiators and improved models (these are examples only, not complete list).
You may need to have improvements carried out before we are able to complete other repairs to your system. • Replacing or repairing parts which do not affect how the system or appliance works or decorative or specialist parts. • Resetting controls (for example, thermostats and programmers following changes due to winter or summer). • Repairing faults or cleaning physical blockages (blockages such as rubble, sludge, and scale, but not air locks), if we have told you permanent repairs or improvements are needed to make sure your appliance or system works properly.
We will only inform you of this if in our opinion, it is necessary. • Removing asbestos associated with repairing the appliance or system. When you have had any asbestos removed you must give us a clean air certificate before we will do any further work at your property.
By law, the person who removes the asbestos must give you clean-air certificate. • Cash alternatives for repaired. • We are not liable for the cost of reinstating decorative finishes such as flooring, wallpapering, paint work/decorating that may be disturbed when accessing for repairs, unless we have been negligent. • Repairing or replacing any lead, steel, or iron pipes. • The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity, or water services. • Commencing and/or continuing services where we reasonably consider that there is a health and safety risk including the presence of hazardous materials; infestations; or harassment of our personnel.
We will not recommence work until Health and Safety risk has been rectified to our satisfaction. • Repairs (such as to your heat exchanger) that are required due to the build-up of sludge or other debris. • A claim which occurs during the period of cover where the home is left unoccupied for more than 30 days. Service Payment Plan Durham’s Heating will undertake your annual boiler service as part of your Service Payment Plan.
Additional appliances can be serviced at a discounted rate at this time or can be included in your payment plan.
This will be discussed at point of acceptance. No parts/repair works will be included.
Plan valid for appliance service only. 9 Requesting assistance: (How to claim) First check the circumstances are covered. Having done this telephone Durham Gas Services Ltd; on 01777 702684*. Our engineers will only attend where an adult of 18 years of age or over is present. **MAJOR EMERGENCIES WHICH MAY RESULT IN SEVERE DAMAGE OR DANGER TO LIFE OR LIMB SHOULD IMMEDIATELY BE ADVISED TO THE PUBLIC SUPPLY AUTHORITY, OR IN CASE OF DIFFICULTY, TO THE PUBLIC EMERGENCY SERVICES. SUSPECTED GAS LEAKS SHOULD ALWAYS BE REPORTED TO NATIONAL GRID EMERGENCY SERVICE ON 0800 111 999.
About Your Cover: This cover only covers appliances used inside your home for domestic purposes. Your home is the address notified to us when you applied for cover and that appears on your schedule.
Cover does not transfer when you move address. Information to be provided – You must provide us with the full boiler Make and Model and confirm that your boiler and central heating system (where appropriate) is in good working order with no water leaks before we accept your boiler and central heating system onto cover.
We will confirm these items to you. Governing Law: Under the laws of the United Kingdom (England, Scotland, Wales, and Northern Ireland) both you and we may choose the law which applies to this contract, to the extent permitted by those laws.
Unless you and we agree otherwise, we have agreed with you that the law which applies to this contract is the law which applies to the part of the United Kingdom in which you live, or if you live in Channel Islands or the Isle of Man, the law of whichever of those two places in which you live.
Payments: Following your first payment, (usually by direct debit) payments for your cover will fall monthly. All our charges are inclusive of relevant taxes at prevailing rate.
We will charge you £10 for any failed Direct Debit payments and take a double payment on the next collection date. Auto-Renewals and Cancellation Rights Heat Care Plans are provided on an annual contract basis and will automatically renew at the end of each 12- month period, unless you choose to cancel.
Advance Notice: At least 4 weeks before your renewal date, we will contact you to confirm your renewal, notify you of any changes in cost, and remind you of your right to cancel.
Right to Decline Renewal: You may cancel or decline renewal at any time before the renewal date without penalty. Cooling-Off Period: Once your plan renews, you will continue to benefit from a statutory 14-day cooling-off period in which you may cancel for a full refund, provided no services have been delivered during that time.
Fair Practice: We will not use practices that mislead, pressure, or restrict you from cancelling or declining renewal, in line with our obligations under the Digital Markets, Competition and Consumers Act 2024. Annual Boiler Service – Durham Gas Services Ltd endorses the Health and Safety Executive’s recommendation that heating appliances are maintained regularly and serviced annually.
This is included within the cost of your cover. We reserve the right to service the boiler earlier than its anniversary with services typically being undertaken May-September.
A service reminder will be sent out to you via your chosen method of communication. This will not affect your boiler guarantee. Safety Advice: We may advise that permanent repairs or improvements are required to ensure your appliance or system works safely; for example, to comply with gas safe regulations.
If you do not follow our advice, it may result in us being unable to fulfil our obligations of your proposed cover.
In this case, your cover will continue to run unless you tell us you would like to cancel or if we cancel (see ‘Cancellations Provisions’) Spare Parts: We endeavour to attend to and repair your boiler/heating faults as efficiently as possible.
In some circumstances however, spare parts may need to be sourced from our suppliers to enable a full repair of your system.
This may result in a short delay in rectifying the fault and may require a return visit.
This will not be classed as a separate visit but will be included in the same callout. Labour: A Durham Gas Services Ltd engineer will usually carry out the work. In some cases, we may authorise a suitable, qualified contractor to carry out the work. Full disclosure will be provided in these circumstances.
Approved equipment: We only undertake work on appliances, energy-management systems and plastic pipes which are on our approved list. Third-party rights: No one other than you will be able to benefit from this cover. Cover cannot be passed to someone else without our agreement. Getting to your system: We include the cost of getting to your system (parts and labour) up to £500 (including VAT) for each job, but not exceeding £1000 in a 12 Month period, for example, pipes under floorboards.
We do not include the cost of getting to your system (Parts and labour) where your system is inaccessible due to design or fault; or pipes buried in concrete floors, in walls or built-in appliances. Our responsibilities: We will meet our responsibilities under this cover within as reasonable time unless it is impossible because of circumstances outside our control.
We do not operate a service out of normal working hours, on weekends or on Bank Holidays. 10 Guarantees: Any guarantees do not affect your legal rights under Sales 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. Appointment Times: Durham Gas Services Ltd lets you choose the time that suits you from AM (8am-12pm) or PM (12 noon-5pm) Monday to Friday.
Power Flushing: We use Power flushing equipment and filters to clean heating systems to remove sludge and other waste from central heating systems.
If we recommend that your system requires cleaning with Power Flushing, this shall be undertaken with your agreement, but would incur an additional cost (Quotation provided prior to works).
Our engineer’s will also advise you if other works are required to be eligible for cover and avoid future problems.
We may suggest you correct any design faults that might cause problems prior to beginning the plan.
This work can increase the life of your system and improve efficiency. When a repair is needed due to sludge, for example, damage to pump, valves or radiators, we will attempt to carry out the repair excluding the use of Power Flushing.
This again would result in an additional fee being charged if accepted. Heat Care Cancellation Provisions: Cancellation by the Covered Person – You have the right to cancel any cover either in writing or telephoning us within 14 days of the receipt of these terms and conditions. If you cancel during this period, we will refund to you any premium you have paid.
If you subsequently give notice in writing or by telephone to cancel this cover other than at the renewal date, such cancellation shall take effect on the date the notice is received or on the date specified in the notice, whichever is the latter.
Unless you have made a claim in the current cover year, we will give you a refund based on how long is left of any 12-month advance or Direct Debit payments.
Where you have made a claim, we may charge an amount to cover the cost of the services provided up to the amount of £200.00.
Cancellation by us of Heat Care Cover: We may give you 14 days’ notice of cancellation of this cover by letter to you at your last known address in the following circumstances: • If you have given false information. • If you do not make the agreed payments. • If we have advised you that permanent repairs or improvements are needed to make sure your appliance or system work properly, and you do not follow our advice within reasonable period. This advice may be including replacing your boiler or system. • If your appliance or system is not on our approved list or we are not reasonably able to find parts to keep your system or appliance working safely. • If circumstances arise (including health and safety issues) which make it inappropriate for the cover to continue. • If we cancel your cover because we have told you that permanent repairs or improvements are needed, we may offer you another cover with us, for example, one which will not include parts causing the problem, or does not include the cost of repairs to your system or boiler. Premium position upon cancellation by us:
If premium has been paid for any period beyond the date of cancellation of this cover, the relevant pro-rata portion of this premium will be refunded to you or your estate.
Where we have cancelled your cover as your appliance or system is not on our approved list or where we are not reasonably able to find parts to keep your system or appliance working safely, we will refund any premium paid during the current period of cover.
Effective time of cancellation: This policy shall cease at 00:01 hours Greenwich Mean Time on the day stipulated in any notice of cancellation sent by us or the day following the last day of the period cover for which the premium has been paid; whichever is earlier. Customer Data and privacy Using personal information: Privacy and Data Protection We take your privacy seriously and comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR). Lawful Basis for Processing We collect and use your personal data where it is necessary: to perform our contract with you; to comply with our legal obligations; to pursue our legitimate business interests (for example, improving our services and communicating with existing customers); or where you have given clear consent (for example, for certain types of marketing).
How We Use Your Data To manage quotations, contracts, and payments; To provide customer service and support; To meet regulatory and statutory obligations (including Gas Safe, Oftec, MCS, FCA); 11 To send you information about similar services you have purchased from us, unless you have opted out. You may opt out at any time by using the unsubscribe link in our emails or by contacting us directly. Your Data Protection Rights You have the following rights under UK GDPR: Right to access your personal data; Right to rectification of inaccurate or incomplete data; Right to erasure (“right to be forgotten”); Right to restrict processing; Right to data portability; Right to object to processing (including the right to object at any time to direct marketing); Right to withdraw consent (where processing is based on consent).
You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has not been handled in accordance with the law (www.ico.org.uk). Data Retention We will only retain your personal data for as long as necessary to fulfil the purposes for which it was collected, and to comply with our legal and accounting obligations.
Typically, this will be up to 6 years. QUOTATION ACCEPTANCE If you wish to proceed with the work detailed in the Quotation, please sign, and return the confirmation slip below. *I confirm that I wish to proceed with the work and agree to the outline terms and conditions above. I understand that these do not affect my statutory rights. Signature of the Customer: Please print: Date: Quote Number: Option(s): Post to: Unit 1a Stirling Road, West Carr Industrial Estate, Ordsall, Retford, Nottinghamshire, DN22 7SN, alternatively email: enquiries@durhamsheating.co.uk If you do not wish to go ahead with these quoted works and would like your personal details to be removed from our database, please contact the office on 01777 702684. 12