1. We will carry out all work during our normal working hours (8am to 6pm Monday to Friday), unless we say otherwise.

2. We will agree with you what work we will carry out. We will then carry it out as soon as possible, depending on when an engineer is available.

3. One of our engineers will usually carry out the work. In some cases, we may authorise a suitable qualified contractor to carry out the work.

4. We will not accept liability for damage unless we have been negligent.

5. You must pay our charges in full when our engineer completes the work, as agreed between us.

6. Notice of cancellation rights - You can cancel your agreement with us within seven working days of receiving these terms, unless you have asked us to start work within this period, in which you can still cancel up to 24 hours before we are due to start the work.

7. Spare parts used for repairs are guaranteed for one year from the date of fitting them. This does not affect your legal rights.

8. The charge for the work includes the labour, parts and call-out for fixing the first fault we identify, and faults directly related to that fault. We may charge you separately for repairs to further unrelated faults.

9. The service does not include the cost of:

• Repairs identified or needed due to design faults in your current system at the time of the agreed work being carried out;
• Any improvements which are needed to your heating or plumbing system or electrical installation, including the cost of PowerFlush or any work needed to bring your system or installation up to current standards;
• Getting to your system (materials and labour) for example, pipes or wiring buried in walls or in 'built-in' appliances; or
• Removing any dangerous waste material, including asbestos
  

We will agree any extra costs with you beforehand. PowerFlush is a trademark.

10. Following our work, you may need to do some redecorating. You will be responsible for this (and we will not pay for it) unless we have been negligent. 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.

11. If the safety earthing arrangements in your property do not meet the standards set out in the current Institute of Electrical Engineers regulations, we will tell you what work is needed to correct any problem. The engineer on site will decide whether work can go ahead. Any work recommended to put things rights is an extra cost. We will agree with you how much this will cost beforehand.

12. 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 CORGI (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, and /or the property owner, a certificate to show that your appliances and so on meet Building Regulations.

13. This service only includes breakdown repairs needed for domestic, single wet (using water) or warm-air gas central heating systems and gas appliances.

14. Repairing or replacing appliance flues is not included. There will be an extra charge for clearing blocked flues, which we will agree with you beforehand.

15. When we convert an existing cylinder without moving it for an extra charge, it may be possible to re-install y our immersion heater (if you ask us to). We will agree any extra costs with you beforehand.

16. We will not carry out the repair if:

• Parts are unavailable; or
• Your system is not included on our servicing list

If we decide we can't repair the problem, we will let you know immediately and you will not have to pay a charge.

Use of Personal Information
17.1 Information you provide or we hold about you (whether or not under our contract (or contracts) with you) may be used by us or our agents to:

• Identify you when you contact us;
• Help identify accounts, services and products which you could have from us from time to time (we may do this using an automatic scoring system, which uses the information you have provided, any information we hold about you and information from other agencies, including credit-reference agencies);
• Help run, and contact you about the improved running of, any accounts, services and products we have provided before, or provide now or in the future;
• Carry out marketing analysis and customer profiling (including with transactional information) and create statistical and testing information;
• Help to prevent and detect fraud or loss; and
• Contact you in any way (including mail, email, phone, visit, text or multimedia messages) about products and services offered by us and selected partners. We will only contact you in this way if you have previously shown your consent. Transactional information means what you buy from us and how you pay for it, for example usage rates and any discounts we have offered you. (These are examples only, not a complete list.)
  

17.2 We may allow other people and organisations to use information we hold about you:

• To provide services you have asked for;
• As part of the process of selling one or more of our businesses;
• If we have been asked to provide information for legal or regulatory purposes; or
• As part of current or future legal proceedings

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.

17.3 We may also allow your information to be used by other Centrica Group companies (including those using the British Gas, Scottish Gas, Telco Global, Dyno Rod and OneTel brands) for them to carry out any of the above purposes.

17.4 We may monitor and record communications with you (including phone conversations and emails) for quality assurance and to make sure that we are meeting our legal and regulatory requirements.

17.5 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 information and suspect fraud, this is also recorded. This information may be used by us, and other organisations may search these records to:
a. help make decisions about credit and credit-related services for you and members of your household;
b. help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and members of your household;
c. trace debtors, recover debt, prevent fraud, and manage your accounts or insurance policies;
d. check your identity to prevent money laundering, unless you give us other satisfactory proof of your identity; and
e. carry out statistical analysis about credit, insurance and fraud.

We, and other credit and insurance organisations, may also use technology to detect and prevent fraud. If you need details of those credit agencies from which we get, and with which we record, information about you, please write to our Data Protection Manager at 3 The Square, Stockley Park, Uxbridge, UB11 1BG.

17.6 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 details of 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 in the way set out in this document.

17.7 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.

17.8 Materials used for the work are guaranteed for one year from the date of fitting them. Within this period, if the materials are defective then we will repair or replace the defective materials free of charge. If our work is defective, then we will re-perform our work free of charge. Our work is guaranteed for one year from the date that the work is completed. These guarantees do not affect your statutory rights in relation to the quality and description of goods and services. You can contact your local authority trading standards or Citizens Advice Bureau if you need more information about your statutory rights.