Section 1: Our Service and Support Agreements

Agreement

This document constitutes the comprehensive understanding between:

  • You, the individual mentioned above (referred to as “you” or “your”).
  • Us, known as Emergency-Cover.com, operating under the trade name Elite Energy Personnel Ltd, with company number 08552947 (referred to as “we,” “us,” or “our”).

This agreement pertains to our Service & Support Care Plans, which encompass the following benefits:

  • An annual boiler or air source heat pump service.
  • For landlord boiler plans, a Gas Safety Inspection for the rental property.
  • Round-the-clock access to our 24/7 support center.
  • The privilege of tapping into our network of certified and qualified engineers to ensure the proper functionality of the systems covered by the plan you have selected according to your specific needs (referred to as the “plan”).

Additionally, we may provide online guidance and advice regarding the systems included in your plan through our website.

This contract establishes a maintenance service agreement between you and Emergency-Cover.com. Please note that any repairs and replacements not covered within the annual service may be subject to separate charges, and Emergency-Cover.com reserves the exclusive right to offer such services. It’s important to clarify that this agreement does not constitute an insurance policy.

What’s included in our plans

Full details of what our service plans do and don’t include are set out in Section 4 of this agreement.

Annual Servicing

If you have a plan for your home, we will contact you to arrange an initial health check of your boiler or air source heat pump within 4 weeks of your initial signup. After a success health check, an authorised service technician will visit and perform an annual service during the quieter summer months between March and September to ensure that your boiler is working efficiently.

Landlord Gas Safety Inspection

As a landlord with a gas or LPG boiler, we will conduct an annual Landlord Gas Safety Inspection. Each year, we will get in touch with you to schedule a visit from an authorized service technician to your property. This technician will perform a comprehensive gas safety check, which includes examining the gas meter, gas pipework (from the gas meter), and up to three gas appliances at your property. Following this inspection, we will provide you with a report to confirm that the check has been completed. If any component does not meet the safety standards during the inspection, we will document the full details in the report.

Section 2: Price, Payments & Fixed Fees

Price and Monthly Payments

Monthly payments are made through your subscription that was setup at the beginning of your cover plan being purchased. All prices provided include the applicable taxes at the current rate.

In the event of a missed payment, we may take the following actions:

  • Impose interest charges at a rate of 0.5% above the Bank of England base rate.
  • Apply an administration fee of £25 for each default.
  • If we incur additional costs beyond the £25 administration fee, we may pass those reasonable additional costs on to you.

However, within your fixed price term, we reserve the right to adjust the monthly price under certain circumstances, such as:

  • If there’s a change in any relevant tax rate imposed by the government, the increase will be limited to the amount of the elevated tax rate.
  • To account for changes in the Consumer Price Index (CPI) inflation rate, as published by the Office for National Statistics in January of that year, plus 3.9% (disregarding any negative figures).

Fixed Fees

The fixed fee represents the cost per call-out, as specified above (referred to as the “fixed fee”), and it is to be settled via credit or debit card before we authorize and proceed with a call-out. This fee is separate from the annual price. It’s essential to note that no fixed fee is applicable for your annual boiler service (and, if you are a landlord, your Landlord Gas Safety Inspection) or your air source heat pump.

We retain the right to modify the chosen fixed fee amount you’ve elected to pay in the event that you request more than four service calls within any given year, defined as the 12-month period commencing from the initiation date and continuing for each subsequent 12-month period. If you disagree with the proposed alteration to the fixed fee, you have the option to terminate this agreement by notifying us within 14 days of our notification regarding the fixed fee adjustment.

In the case of a recurrent issue, as determined by our qualified independent engineers, within a 30-day timeframe, no additional fixed fee will be applicable.

Section 3: Contract Term, Renewal & Cancellations

Contract Term

Your contract term is 1 month (rolling contract) and starts on the start date set out above (start date) and continues until it is terminated in accordance with this agreement.

Cancellation

You have the option to terminate this agreement at the conclusion of each contract term by providing us notice, either by telephone or in writing, within the last 28 days of that year. If you terminate your agreement by notifying us within 14 days of:

  • The commencement date, and provided we haven’t performed any work, we will reimburse you for all payments made during that period.
  • The commencement date, and we have conducted work or supplied goods, you will be responsible for payment for the work completed and any goods provided.
  • Our notification of an increase in your fixed fee, then no additional charges will be incurred from the moment we receive your notice, and your agreement will be terminated.

We reserve the right to terminate your agreement under the following circumstances:

  • If you furnish false or inaccurate information.
  • If you fail to make payments for your plan.
  • If you engage in threatening or abusive behavior or language.
  • If we deem your system unsuitable for our support plans.

In the event of us ending the agreement, we will inform you, and you will be required to settle a termination fee. This fee will be the lesser of the annual price for the remaining portion of the year or our charges for any goods and services provided.

We work out the termination fee and the cost of any services supplied using the
following scale of charges:

  • Boiler Service or Landlord Gas Safety Inspection – £80
  • Boiler Service and Landlord Gas Safety Inspection combined – £120
  • All completed boiler or central heating repairs – £190 each
  • Any other completed repairs – £70 each

Renewals

The agreement will be automatically renewed unless you reach out to us and request cancellation. You can also cancel your cover within your customer account area.

Moving Home or Replacing your Boiler

Inform us promptly if you relocate or acquire a new boiler, and we will explore the following options with you:

  • Transferring your current agreement to your new residence.
  • Substituting your existing agreement with a new one.
  • Concluding your agreement, as outlined previously, with any relevant termination fee as specified.

Section 4: Terms & Exclusions

General Terms

This service agreement provides 24/7 telephone support and access to our network of approved engineers. It is not an insurance contract and is not regulated by the Financial Conduct Authority. If we introduce a comparable insurance product, you agree that, at our discretion, we can transition you to an insurance contract at your next renewal, or earlier if requested by you or the regulator.

Key points regarding this service agreement include:

  • Any benefit under this service agreement related to the occurrence of an uncertain event will be provided at our absolute discretion.
  • The laws of England and Wales govern this agreement and its interpretation.
  • We will handle your personal data in line with our privacy policy, available at www.emergency-cover.com/privacy-policy.
  • We will fulfill our obligations under this agreement within a reasonable time, barring circumstances beyond our reasonable control.
  • Only you can benefit from this agreement.
  • All repair work is guaranteed for 30 days from the date of repair completion.
  • We reserve the right to transfer our rights or responsibilities under this agreement to another organization at any time, notifying you promptly. We may also subcontract any agreed-upon tasks under this agreement, without affecting your rights.
  • We may modify these terms and conditions. If changes are not in your favour, we will inform you. If you do not accept the changes, you have the option to terminate this agreement without incurring any cancellation fees.
  • All parts and materials supplied by us will be standard industry parts purchased from a reputable heating supplier. We are not responsible for the cost of a “like-for-like” replacement part if the cost exceeds that of an equivalent standard part.

General Exclusions

We will not provide assistance or support for:

  • Faults pre-existing before entering into this agreement or within the initial 14 days after entering into this agreement.
  • Systems or appliances not installed, maintained, and used in accordance with the manufacturer’s instructions, current regulations, or best practices.
  • Replacement of heat exchangers or repair of faults caused by limescale, sludge, or other debris.
  • User tasks detailed in your user guide, such as re-pressurizing your system or bleeding your radiators.
  • Systems powered by anything other than natural gas and LPG, if you have a boiler plan.
  • Non-standard systems or parts.
  • Trace and access (work required to locate the fault).
  • Upgrades or improvements to your system.
  • Issues related to steel, lead, or iron pipes.
  • Damage caused by us to carry out any repair or maintenance you requested.
  • Damage linked to or caused by the supply of your gas, water, or electricity.
  • Showers and shower pumps.
  • Faults or damage caused by a third party.
  • Issues that do not affect how your system works.
  • Intermittent faults not identifiable at the time of the approved engineer’s attendance.
  • Systems not solely used for domestic purposes and situated entirely within a domestic property.
  • Faults occurring when your property has been unoccupied for more than 30 days.
  • Systems with pipework 35mm or more in diameter, a commercial gas meter, or any other work requiring commercial gas qualifications for repair.
  • Issues where we reasonably consider a health and safety risk.
  • Maintenance work required to keep your systems in good working order.
  • Replacement of consumables (external fuses, batteries, seals/gaskets, fuel).
  • Faults not reported within 24 hours of awareness.
  • Seals and grouting, typically filling gaps between tiles and sanitary ware.
  • Frozen pipes or faults caused by freezing.
  • Damage covered by any insurance policy.
  • Parts/equipment still under the manufacturer’s warranty.
  • Faults arising between tenancies if you are on a Landlord plan.
  • Systems that have been flooded or submerged in water.

Beyond Economical Repair (BER) – Boilers Only

Your boiler may be deemed Beyond Economical Repair (BER) under the following conditions:

  • The manufacturer of your boiler brand advises us in writing that your boiler is BER.
  • Parts for your boiler are no longer stocked by the manufacturer.
  • An independent Gas Safe registered engineer, working with us, determines that the boiler is BER due to damage caused by another fault.
  • Removal of your boiler from the wall is necessary to complete a repair.
  • Your boiler is over 15 years old, and multiple parts are needed to address the current fault.

Regarding Replacement or Contribution towards a new boiler

  • If your boiler is under seven years old and considered BER, we may opt to replace it.
  • If your boiler is seven years old or older and deemed BER, we may provide a contribution towards a new boiler. This contribution will be a refund of monthly payments (excluding fixed fees) made to us during the current term of your agreement, up to a maximum of £500.

Conditions for considering a boiler replacement or contribution towards a new boiler:

  • You can provide the installation commissioning checklist and service history, demonstrating that your boiler has been installed and maintained in line with the manufacturer’s instructions.
  • None of the faults were within our general exclusions or system-specific faults that we’ve indicated we cannot address.
  • You have been an active customer for at least 6 months.

Additional points:

  • We will only cover the cost of replacement boilers supplied and installed by us.
  • The replacement will be suitable for your property, but we are not responsible for the cost of a “like-for-like” replacement.
  • We are not responsible for the costs of any upgrades needed to meet current regulations.

If you are not eligible for a boiler replacement or contribution towards a new boiler, you are entitled to cancel this agreement without any termination fee.

System Specific Terms

Heating Controls

We can help with:

  • We cover the breakdown of standard parts in a domestic natural gas boiler, including associated components like thermostats, frost stats, clocks, timers, and programmers.

However, we cannot assist with:

  • Smart or internet-connected thermostats or devices.
  • Resetting/reprogramming your controls or replacing batteries.
  • The boiler flue (the pipe used to expel waste gases produced by the boiler) and flue terminal.
  • Combined cooking and heating or power and heating appliances.
  • Accidental damage or anything other than fair wear and tear.

Central Heating System

We provide assistance with:

  • Breakdown of standard parts of the associated heating and hot water system, including pumps, motorised valves, radiator valves, pipework, and parts and fittings associated with the hot water feed and expansion tank.

However, we cannot help with:

  • Servicing, clearing, replacing, or repairing magnetic filtration devices.
  • User tasks detailed in your user guide, such as re-pressurizing your system or bleeding your radiators.
  • Non-standard parts or systems, towel rails, towel rail valves, and curved radiators.
  • Airlocks or the balancing and venting of radiators.
  • Replacing radiators, water tanks, or cylinders that cannot be repaired.
  • Electric immersion heaters and condensate pumps.
  • Parts of a system specifically designed for underfloor heating, swimming pools, and renewable energy.
  • Unvented hot water, thermal storage, warm air, or systems that require specialist work or qualifications.
  • Accidental damage or anything other than fair wear and tear.

Hot and Cold Pipes

We offer assistance with:

  • Leaks on the hot and cold-water pipes inside your property between the stopcock and your taps or appliances.

However, we cannot help with:

  • Appliance connections such as flexible washing machine and dishwasher hoses.
  • Accidental damage or anything other than fair wear and tear.

Gas Supply Pipes

We provide assistance with:

  • Gas leaks on copper gas pipes inside your property, supplying gas to your gas appliances from a domestic gas meter.

However, we cannot help with:

  • Hoses and gas connections on the gas meter cooker, hob gas fire, or any other appliance other than the boiler.
  • Accidental damage or anything other than fair wear and tear.

Electrics

We offer assistance with:

  • The mains wiring & electrics, circuit breakers, light fittings, fuse boards, switches, and sockets inside your property that connect to the main supply.

However, we cannot help with:

  • Electrical appliances, burglar alarms and camera systems, shower pumps, cooker extractor hoods, storage and panel heaters, underfloor heating, swimming pools, controls, pumps, detectors, electrical plugs, rewiring, and solar panels and their inverters.
  • Supply cables up to the fuse box or mains isolation switch if fitted.
  • Outside lighting or any electrical equipment located in outbuildings or outside of your property.
  • Rubber or lead-wrapped cables.
  • Replacing or upgrading fuse boards or consumer units.

Water Supply Pipes

We provide assistance with:

  • Burst mains water supply pipes on your property that you are responsible for.

However, we cannot help with:

  • Accidental damage or anything other than fair wear and tear.

Drains

We offer assistance with:

  • Leaking or blocked standard domestic internal or external drains that you are responsible for within your boundary.

However, we cannot help with:

  • Shared drains for which you are not solely responsible.
  • Drains that have collapsed or been damaged by tree roots.
  • Blockages caused by non-flushable items such as fat, nappies, baby wipes, toilet fresheners, or any other items that should not go down the drain.
  • Waste fittings that connect your internal waste pipes to your sanitary ware, such as plug holes, pop-up waste, and sanitary overflow fittings.
  • Rainwater guttering and downpipes, manholes and their lids, soakaways, cesspits, drainage pumps, macerators, septic tanks, treatment plants, and their outflow pipes.
  • Accidental damage or anything other than fair wear and tear.

Taps & Toilets

We can assist with:

  • Repairs to standard dripping or seized taps, and replacement of non-ceramic tap washers located inside your property.
    Note: If your tap(s) cannot be repaired, we may be able to replace them, provided they are easily accessible, but you would be required to source and supply the taps.
  • Standard toilets that are leaking, blocked, not filling, not flushing, or overflowing, including standard mechanical parts that are available from major UK trade suppliers.

We cannot assist with:

  • Electric toilets, saniflows, and/or macerators.
  • Non-standard toilets such as wall-mounted, concealed, or pressurized toilets.
  • Toilets that need to be removed to complete a repair or toilets that cannot be repaired and require replacing.
  • Outside taps.
  • Repairing or replacing sanitary ware – which is ceramic or other, such as sinks, basins, baths, or toilet bowls.
  • Accidental damage or anything other than fair wear and tear.
    Note: If you have a standard toilet that requires non-standard mechanical parts or parts that are not readily available from major UK trade suppliers and we are not able to replace them with standard parts, you would be required to source and supply the parts for us to complete the repair.

Roof Protection

We can assist with:

  • Supplying and securing a temporary tarpaulin sheet in the event of extreme winds (in excess of 55mph) that have directly caused damage to the tiled pitched roof over your main residence, resulting in water ingress.
    Note: For health and safety reasons, we can only attend roof jobs during daylight hours when the weather is dry and stable.

However, we cannot help with:

  • Flat roofs, or any roofs other than those of a tiled pitched construction over your main residence.
  • Temporary or permanent repairs to your roof.
  • Damage caused by anything other than extreme wind.

Section 5: Our Contact Details & Opening Times

Contact Details

Please write to us at: Emergency-cover.com (which is a trading name of Elite Energy Personnel Ltd). Registered address is Unit 7, Genesis Park, Rotherham, S60 1DX. Company number 08552947.

Please telephone us on 0333 034 6641.

Opening Hours

For non-emergency assistance, our operational hours are from 8:00 am to 6:00 pm, Monday to Friday (except on public holidays).

Our emergency support line, reachable at 0333 034 6641, operates 24/7 and is available for assistance with:

  • Uncontrollable water leaks.
  • Complete lockout situations from your property.
  • Instances where your property has been broken into, and it is not secure.

If you experience a complete loss of power, please call 105 from your handset for free national assistance.

Request a repair

Requesting a repair online is quick and convenient, available 24/7. Simply visit our contact page to make your request. Alternatively, you can contact our support line at 0333 034 6641.

Make a Complaint

In order to make a complaint you can:

  • Call us on 0333 034 6641 Monday to Friday between 9:00am and 5:00pm.
  • Email us at: sales@emergency-cover.com