Terms & Conditions Shield Gas Care Products & Shield Electrical Care Southern Electric Scottish Hydro SWALEC
These are our terms and conditions for Shield Gas Care Products and Shield Electrical Wiring Care by SSE Home Services Limited (trading as SSE Scottish Hydro, SSE Southern Electric, SSE or SSE SWALEC ) to domestic premises. Please read the terms and conditions carefully so that you fully understand your commitments and our responsibilities. 1. DEFINITIONS 1.1. Please refer to this section for our definitions and explanations of terms used throughout this document. administration fee : is a charge of 5 to cover our costs in dealing with the cancellation of your cover; agreement : the application you have either signed or agreed on the telephone or confirmed online, together with the cover letter you have received, and these terms and conditions which are updated when required and published on our website(s). annual service : means an inspection of your boiler and controls. The boiler, flue and ventilation will be checked to ensure they are working in accordance with legal requirements and regulations. We will analyse the combustion gases produced by the boiler using a flue gas analyser. If it is not possible to undertake the analysis with the flue gas analyser or the results of the tests indicate further inspection is required, the boiler will be disassembled, cleaned and/or repaired. boiler and controls : comprises (where applicable) the boiler and all components within the boiler casing, on/off programmer and timer, room thermostats,cylinder thermostat, central heating pumps, motorised valves and frost thermostats. cancellation charge : is the charge which you will be responsible to pay to us if clause 3.5.3 applies and is calculated as follows: It is the total of: (i) the cost of the annual service / initial inspection (as appropriate); plus (ii) the costs relating to any work carried out (including but not limited to breakdowns and repairs (which shall include any costs for parts and labour)); plus (iii) the daily usage charge; plus (iv) the administration fee (where applicable); Minus: (v) any payments made by you (other than payments for chargeable work) and received by us; cancellation period : means the period of 14 days from the day you receive your cover letter, during which time you have an unconditional right to cancel this agreement, for any reason, without financial penalty unless clause 3.5.1.3 applies. central heating system : comprises (where applicable) the boiler and all components within the boiler casing, water circulating pumps and interlocks, hot water flow and return lines (pipe work), radiators, thermostatic radiator valve (TRVs), hot water cylinder, expansion tank, on/off programmer and timer, room thermostats, cylinder thermostat, system bypass valve, zone valves, zone switches and gas supply pipework inside your home between your meter and boiler only. It also includes any essential components required for the operation of the system, installed by SSE or passed at initial inspection e.g. magnetic/system filter, condensate pump or trace heating kit. contract year : means the 12 month period commencing on your cover start date and each subsequent 12 month period commencing on your cover anniversary. core working hours : between the hours of 8am and 8pm Monday to Friday, and 8am and 2pm on a Saturday. 2
cover anniversary : the date which is one calendar year after your cover start date, and subsequent anniversaries thereof. cover letter : means the letter you receive from us that confirms the products you hold and the price for the products. cover start date : is the date your Gas Care Product or Shield Electrical Wiring Care commences, which will be the later of (i) the day after the cancellation period ends and (ii) the date we receive your payment. daily usage charge : is the apportioned cost of cover and is calculated by dividing the cost of cover at the start of the contract year by 365 (which is the number of days in a contract year). engineer : is an engineer employed by us or appointed by us to act on our behalf. fixed electrical wiring system : comprises wiring, light switches, light fittings, wall sockets, fuse boxes and circuit breakers inside the home and inside outbuildings. flexi products : means (i) Shield Gas Heating Care Flexi and (ii) Shield Gas Boiler Care - Flexi. Gas Care Products : means (i) standard products, (ii) flexi products, and (iii) landlord products. individual gas space heater : means any stand alone gas burning appliance which is used to heat a room, including, but not limited to, gas fires, flued wall heaters and flueless heaters. initial inspection : means the following, which will be carried out during the first year of this agreement (a) in the case of Gas Care Products: (i) a diagnostic check and inspection of your boiler and controls, and (ii) additionally if you have Shield Gas Heating Care, Shield Gas Heating Care Flexi or Shield Landlord Gas Heating Care, an inspection of your central heating system where accessible to us, and (b) in the case of Shield Electrical Wiring Care, an inspection of your fixed electrical wiring system (where deemed necessary by us). landlord products : means Shield Landlord Gas Heating Care, Shield Landlord Gas Boiler Care, Shield Landlord Gas Boiler Service Care. pre-existing fault or system deficiency : a fault or system deficiency which, in our reasonable opinion, existed prior to the cover start date. property : the property where the system is situated. Shield Electrical Wiring Care : comprises an initial inspection of your fixed electrical wiring system (where deemed necessary), an inspection of your fixed electrical wiring system every five years thereafter and fault and breakdown cover for your fixed electrical wiring system, subject to the applicable terms and conditions set out in this agreement. Shield Gas Boiler Care, Shield Gas Boiler Care Flexi and Shield Landlord Gas Boiler Care : comprises an initial inspection of your boiler, an annual service of your boiler and controls and fault and breakdown cover for your boiler and controls, subject to the applicable terms and conditions set out in this agreement. Shield Gas Boiler Service Care : comprises an initial inspection and annual service of your boiler. Shield Gas Heating Care, Shield Gas Heating Care Flexi and Shield Landlord Gas Heating Care : comprises an initial inspection of your boiler, an annual service of your boiler,fault and breakdown cover for your central heating system, subject to the applicable terms and conditions set out in this agreement. Shield Landlord Gas Boiler Service Care : comprises an initial inspection and annual service of your boiler and annual gas safety certification for all gas appliances at the property. standard products : means Shield Gas Heating Care, Shield Gas Boiler Care, Shield Gas Boiler Service Care. system : the central heating system (if you have selected Shield Gas Heating Care, Shield Gas Heating Care Flexi or Shield Landlord Gas Heating Care), or the boiler and controls (if you have 3
selected Shield Gas Boiler Care, Shield Gas Boiler Care Flexi or Shield Gas Boiler Care), or the fixed electrical wiring system (if you have selected Shield Electrical Wiring Care). we and us : SSE Home Services Limited (company number SC292102) and/or its permitted successor and assignees. you : you, the customer with whom we have entered into this agreement and whose name appears on the cover letter. 2. SCOPE OF COVER 2.1. The types and levels of cover offered are: 2.1.1. standard products; 2.1.2. flexi products; 2.1.3. landlord products; and 2.1.4. Shield Electrical Wiring Care. 2.2. Unless specifically stated otherwise, clauses in these terms and conditions are applicable to all types and levels of cover. 2.3. Unless either party cancels this agreement, we will continue to provide you with cover in accordance with the terms and conditions of this agreement. 2.4. It is your responsibility to cancel any similar service and/or maintenance agreement which you may have with an alternative provider. 3. GENERAL CONDITIONS THAT APPLY TO ALL COVER 3.1. Start Date and Payment 3.1.1. Cover will start on the cover start date subject to clauses 4.1.10, 5.1.10 and 5.1.11. Any repairs required prior to the cover start date will be chargeable. 3.1.2. Your agreement price for the first contract year is set out in your cover letter. If you choose to pay by Direct Debit, you can pay monthly. If you choose to pay by cheque, credit card or debit card these will be taken annually in advance of your cover start date. 3.1.3. We may amend the price of this agreement and will provide you with prior notice of any such change. If, as a result of any such change, you wish to cancel the agreement, then clauses 3.5.1.1, 3.5.1.5, 3.5.3.2, 3.5.3.3 and 3.5.3.4 will apply. 3.2. Appointments 3.2.1. You can request a date for us to come and visit, however visits will be carried out on an agreed date during core working hours unless clause 3.2.3 is applicable. 3.2.2. Breakdown calls will be treated as a priority over visits for initial inspections and annual services. 3.2.3. If we agree the breakdown is an emergency, we will use our reasonable endeavours to respond to it as soon as is reasonably practicable, including at weekends and on public holidays. 3.2.4. If for any reason you will not be available for an agreed appointment, you should contact us as soon as possible to agree an alternative appointment. 3.2.5. It is your responsibility to allow us access to your property for appointments which have been agreed with you. We may charge you a callout charge / engineers hourly rate where we attend your property for an agreed appointment but are either unable to gain access to your property or you decline to give us access. 3.2.6. Where we have attended your property for an appointment which has been agreed with you and have been unable to gain access on two occasions for either an annual service visit or an initial 4
inspection, then our obligations in respect of carrying out that visit will be deemed to have been fulfilled. 3.2.7. Where we have provided written notification to you requesting that you contact us to arrange an appointment for either an annual service visit or an initial inspection, and you fail to contact us within 28 days of receiving the notification to make an appointment, then our obligations in respect of carrying out that visit will be deemed to have been fulfilled. 3.3. General Exclusion and Limitations 3.3.1. If we replace any parts we retain the option to do so using parts of a standard specification. If you request replacement parts which are to a higher specification than our standard parts, a charge may be applied for the incremental cost of the parts which meet your specification and for labour costs if an extra visit is required to fit these parts. 3.3.2. Any costs associated with changes required to ensure your system complies with current legislation and industry standards will not be covered by this agreement. 3.3.3. This agreement does not cover the cost of repairs required due to system design faults, system deficiencies or manufacturer design faults. 3.3.4. This agreement does not cover the cost of repairs that are required as a consequence of your own, or a third party s misuse, wilful damage, negligence or poor workmanship. 3.3.5. This agreement does not cover the cost of repairs required as a consequence of damage by vermin. 3.3.6. This agreement does not cover the cost of faults caused by changes, loss or fluctuation to utility supplies (electricity, gas or water), floods, storms, freezing, lightning, explosion, subsidence, or any other structural changes. 3.3.7. When undertaking repairs, we may charge for work required to gain access to your system if it is built into the fabric of your building. This includes, but is not limited to, pipes buried in walls or floors. Alternatively, we may ask you to have this work completed by a third party. 3.3.8. This agreement does not cover the cost of redecoration and replacement or repair of any floor coverings or fixtures and fittings. 3.3.9. We may charge for or decline to perform work required to remove asbestos. 3.3.10. We may decline to perform work in areas which, in our sole opinion, are unsafe including, but not limited to, unfloored loft areas. 3.3.11. This agreement does not cover electric immersion heaters, regardless of their location. 3.3.12. If you fail to make payments when due we may suspend your Gas Care Products and/or Shield Electrical Wiring Care until you pay us the unpaid amounts. 3.4. Renewals 3.4.1. Within 14 days of the end of the current contract year we will write to you to tell you about any changes to your agreement or any changes to your prices for the next contract year. Unless you tell us when we write to you that you do not want to renew, we will automatically renew your agreement for another contract year if you have chosen to pay by Direct Debit or by credit card or debit card. 3.4.2. If for any reason we are unable to take a payment for automatic renewal then your cover will cease immediately upon the expiry of the current contract year and you will no longer be covered. 3.5. Cancellation 3.5.1. Your Cancellation Rights 3.5.1.1. You may cancel this agreement at any time as long as you let us know either in writing, by telephone or by email. To cancel, simply write to us at SSE Home Services Limited, Inveralmond House, 200 Dunkeld Road, Perth PH1 3AQ telling us you want to cancel. If it is easier, you can phone us on (i) SSE: 0800 980 9440, (ii) SSE Scottish Hydro: 0800 980 9043; (iii) SSE SWALEC: 0800 975 0787; (iv) SSE Southern Electric: 0800 975 0807 or email us at home.services@sse.com. Cancelling your Direct 5
Debit without contacting us will not mean you have cancelled your agreement with us. 3.5.1.2. If you cancel within the cancellation period then we will give you a full refund of any money you have paid, unless clause 3.5.1.3 applies. 3.5.1.3. If you have asked us to carry out work during the cancellation period, you acknowledge that (i) you will lose your right to cancel once the work has been fully performed and (ii) you will be responsible for the reasonable costs associated with the work carried out for the period for which you were supplied, ending with the time when you informed us of your decision to cancel. 3.5.1.4. If you cancel after the cancellation period then this agreement will end immediately upon receipt of your instruction. However, you may be responsible to pay us for cancellation charges in accordance with clause 3.5.3. 3.5.1.5. You may cancel this agreement if we amend the price of your agreement. However, you may be responsible to pay us for cancellation charges in accordance with clause 3.5.3. 3.5.2. Our Cancellation Rights 3.5.2.1. We may cancel your agreement in the following circumstances: i. If you have given us false information; ii. iii. iv. If you do not make an agreed payment; If there are any health and safety issues; If your system is not on our approved list; v. If you do not give us access to your property if this is needed; vi. vii. viii. ix. If we are not reasonably able to find parts for your system; If the upgrade work we tell you is needed and has not been completed;. If you should have bought landlord products instead of standard products; If you have bought the cover in respect of a commercial property; x. If you have breached the terms of your agreement; or xi. If you no longer own or occupy your property. 3.5.2.2. If we cancel this agreement for any reason then cover will cease immediately when we tell you orally or in writing (whichever occurs first). We will follow any oral notification in writing. For the avoidance of doubt you will continue to be responsible for the cost of cover until the date that cover ceases. 3.5.2.3. If we cancel this agreement due to clauses 3.5.2.1(iv), 3.5.2.1(vi) or clause 3.5.2.1(vii) we will give you a refund of any payments made by you in the current contract year up to the date of cancellation. Such refund is subject to any cancellation charges that you are due us in respect of clause 3.5.3. We will not give you a refund if clauses 3.5.2.1(i), 3.5.2.1(viii) or 3.5.2.1(ix) applies. 3.5.2.4. If we cancel this agreement due to clause 3.5.2.1(xi) you will remain responsible to pay any cancellation charges. 3.5.3. Cancellation Charges 3.5.3.1. If this agreement is cancelled after your cover start date we may charge you a cancellation charge. The cancellation charge will be no more than 170 (including VAT). The cancellation charge payable by you will depend on when this agreement is cancelled during that contract year, and is subject to the daily usage charge, any work carried out by us during that contract year and any payments (other than payments for chargeable work) which have already been made by you in that contract year. 3.5.3.2. If this agreement is cancelled after we have carried out upgrade work (and we have agreed to spread the payment for upgrade work) you are responsible to pay us the unpaid amount for that upgrade work. 3.5.3.3. If this agreement is cancelled after you have paid in advance for your annual cover, you will receive 6
a refund for the period remaining on this agreement. Such refund is subject to any cancellation charges that you are due us in respect of clause 3.5.3. 3.5.3.4. If this agreement is cancelled after your cover start date and you pay monthly by direct debit, we will stop taking payments after we have processed the cancellation. If you cancel your Direct Debit and we are unable to collect any payments due to us prior to cancellation then you will continue to be responsible to pay us these sums. We may not process the cancellation until such sums have been received by us. 3.5.3.5. If this agreement is cancelled due to clause 4.1.5, 4.2.2, 5.1.2 or 5.2.2 then we will not charge you a cancellation charge. 3.6. Legal 3.6.1. We may assign or transfer all or any part of our rights and subcontract any of our obligations under this agreement without your consent provided that the transferee holds the applicable industry registration where necessary. 3.6.2. This agreement can only be transferred between properties or persons with our prior approval. 3.6.3. We may vary the terms and conditions of this agreement. If we vary the terms and conditions to your material disadvantage we will notify you of such variations. If you notify us that you are cancelling this agreement then such variations shall not be effective in respect of this agreement. 3.6.4. Any delay on our part in enforcing any term, condition, right or remedy in respect of this agreement will not be deemed to be a waiver of any such term, condition, right or remedy. 3.6.5. Except for death or personal injury caused by our negligent acts or omissions, we will only be liable for any loss or damage which is a reasonably foreseeable consequence of a breach of this agreement, up to a maximum liability of 100,000 in any calendar year. Neither you nor we are liable to the other for any indirect, consequential, economic or financial loss or damage (including loss of profit, revenue, goodwill, business, contract or wasted expenses). We are not liable for loss or damage caused by circumstances which we do not control. 3.6.6. Notices required under this agreement will be in writing and delivered by hand, sent by post or e-mail (where provided and permitted). We will send notices to your billing address. We will assume you have received the notice 5 working days after we have sent it unless we receive evidence to the contrary. When writing in please send postal notice(s) to: SSE Home Services Limited, Inveralmond House, 200 Dunkeld Road, Perth, PH1 3AQ, or email us at home.services@sse.com 3.6.7. If any part of this agreement is not permitted or is held to be ineffective by any court of law or other regulatory or competent body this will not affect any other part of this agreement. 3.6.8. This agreement and any disputes arising from it shall be governed by either the laws of England and Wales in the exclusive jurisdiction of the Courts of England and Wales if the property is in England or Wales; or the laws of Scotland in the exclusive jurisdiction of the Scottish Courts if the property is in Scotland. 3.6.9. The headings in these terms and conditions are for your guidance only and do not affect the interpretation. 3.7. Use of Personal Information 3.7.1. This section explains how we use the information we collect about you when you buy a product or related service from us under this agreement. We will tell you if we significantly change the information we ask for or the way we use it. By us 3.7.2. Information you provide or we hold may be used by us, our employees and/or our agents, and companies within the SSE Group to: 3.7.2.1. help identify you when you call; 3.7.2.2. detect and prevent crime, fraud or loss; and 7
3.7.2.3. contact you, and administer your accounts, services and products; 3.7.2.4. conduct research, analysis and testing of our systems; and 3.7.2.5. unless you have asked us not to, to contact you in writing, by phone and (where you have agreed) via digital media with information on other products and services that we and other companies within the SSE group offer including but not limited to any of our loyalty programmes and promotions, competitions, customer surveys and questionnaires. This may occasionally include details of offers available from our carefully selected partners. 3.7.3. You may opt out at any time from any marketing message (either via one route or all) by writing to us at PO Box 7506, Perth, PH1 3AQ or calling (i) SSE: 0800 980 9440; (ii) SSE Scottish Hydro: 0800 980 9043; (iii) SSE SWALEC: 0800 975 0787; (iv) SSE Southern Electric: 0800 975 0807 or emailing home. services@sse.com and giving your account details. Sharing 3.7.4. Your information may be shared between us and third parties who provide, review and/or receive services in relation to this agreement; 3.7.5. We may carry out credit and fraud prevention checks with licensed credit reference and fraud prevention agencies and they may retain a copy of the search. Information from your application and payment details of your account may be recorded by these agencies and may be shared with other organisations to help make credit and insurance decisions about you and members of your household and for debt collection and fraud prevention purposes. 3.7.6. We may also monitor and record any communications we have with you, including phone conversations, e-mails and web chat, to make sure we are providing a good service and meeting our legal responsibilities. 3.7.7. If you provide us with an email address, you agree that we may send contract fulfilment and other account information by email. You agree to notify us of any change to your email address. 3.8. Information about the services we provide and our complaints procedure 3.8.1. If you would like to make a complaint in relation to the terms and conditions and/or any of the shield care products then please call us on: (i) SSE: 0800 980 9440; (ii) SSE Scottish Hydro: 0800 980 9043; (iii) SSE SWALEC: 0800 975 0787; (iv) SSE Southern Electric: 0800 975 0807. If our adviser cannot help, please ask for a manager. If you remain unhappy, write to Head of Customer Service, PO Box 7506, Perth PH1 3QR or send an email to headofcustomerservice@sse.com 4. SCOPE OF GAS CARE PRODUCTS 4.1. General 4.1.1. We will carry out an initial inspection and an annual service. We will normally only carry out one initial inspection or annual service in any contract year. We will usually try to carry out annual services around the same time each year but this will depend on our workload and your appointment preference. 4.1.2. Only the standard products and flexi products are available for domestic properties that you own and occupy. If we become aware that this agreement has been entered into by you (a) for a tenanted property, we will transfer you to the equivalent landlord product or cancel this agreement; or (b) for a commercial property, we will cancel this agreement. 4.1.3. We do not apply system age limitations provided spare parts are still readily available. 4.1.4. We will only use Gas Safe registered engineers to work on your system. 4.1.5. Some system makes and models are not suitable for our Gas Care Products. If this is the case you will be advised of this either during or shortly after our initial inspection or any subsequent visit. However, you may be required to make payment(s) in accordance with clause 3.1 before the initial inspection.
If this happens and we later identify at the initial inspection that your system is not suitable for our Gas Care Products, we will cancel this agreement and refund you any monies that we have received from you in the current contract year. 4.1.6. If you need us to attend a breakdown before the initial inspection, we may be unable to repair your system if it is not suitable for our Gas Care Products. 4.1.7. If you need us to attend a breakdown within the cancellation period, you will be responsible for the costs of any parts and labour required to repair your system, and clauses 3.5.1.2 and 3.5.1.3 will apply as appropriate. 4.1.8. This agreement is applicable to boilers and circulating warm air units running on natural gas. 4.1.9. Only central heating systems which comply with the Gas Safety (Installation and Use) Regulations 1998 (as amended from time to time), the relevant manufacturer s instructions and the relevant British Standards will be covered by our Gas Care Products. 4.1.10. In the period between the cover start date and us carrying out an initial inspection, we may charge you for any repairs due to a pre-existing fault or system deficiency. 4.1.11. This agreement covers internet connected heating controls. Where we have installed these we will replace with a like for like product, subject to availability. Where these were not installed by us, we will provide cover for the controls and thermostat but we may not be able to replace it with a like for like product and reserve the right to replace it with an equivalent product. 4.2. Upgrade Work 4.2.1. At the initial inspection or the first time we attend your property, we may identify upgrade work required to bring your system up to our standards for cover by the Gas Care Product. Any such upgrade work performed by us will be chargeable. 4.2.2. If you decline to undertake the upgrade work identified in accordance with clause 4.2.1, we will either exclude the relevant system parts from your Gas Care Product until the upgrade work has been completed to our satisfaction, or we will cancel this agreement. 4.2.3. Any repairs required as a consequence of excluded system parts referred to in clause 4.2.2 will be chargeable. 4.3. Standard Products 4.3.1. Shield Gas Heating Care: Call Outs and Repairs 4.3.1.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your system in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.3.1.2. There is no limit on the number of call-outs you may have during the course of this agreement. 4.3.2. Shield Gas Boiler Care: Call Outs and Repairs 4.3.2.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your boiler and controls in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.3.2.2. There is no limit on the number of call-outs you may have during the course of this agreement. 4.3.3. Shield Gas Boiler Service Care: Call Outs and Repairs 4.3.3.1. This agreement covers the cost of the initial inspection and an annual service only. Any additional inspections, call-outs, repairs, parts or labour will be chargeable. 4.4. Flexi Products 4.4.1. Shield Gas Heating Care Flexi: Call Outs and Repairs 4.4.1.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and 9
labour (including VAT) associated with repairs required to maintain your system in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.4.1.2. For each call-out (other than the initial inspection and the annual service) or repair to your system you will be charged a breakdown fee of 50 (including VAT). The breakdown fee must be paid before an engineer will come to your property. Only one breakdown fee shall be payable in relation to each call-out and all parts and labour required as a result of that call-out. An engineer will determine whether a fault is related to any of our recent call-outs or repairs. If this is the case then we will refund you the 50 fee. 4.4.2. Shield Gas Boiler Care Flexi: Call Outs and repairs 4.4.2.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your boiler and controls in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.4.2.2. For each call-out (other than the initial inspection and the annual service) or repair to your boiler and controls you will be charged a breakdown fee of 50 (including VAT). The breakdown fee must be paid before an engineer will come to your property. Only one breakdown fee shall be payable in relation to each call-out and all parts and labour required as a result of that call-out. An engineer will determine whether a fault is related to any of our recent call-outs or repairs. If this is the case then we will refund you the 50 fee. 4.5. Landlord Products 4.5.1. Shield Landlord Gas Heating Care: Call Outs and Repairs 4.5.1.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your system in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.5.1.2. There is no limit on the number of call-outs you may have during the course of this agreement. 4.5.1.3. We will use our reasonable endeavours to service and provide gas safety certification annually for all landlord owned gas appliances. Certification will be issued to the landlord following our visit. You are legally responsible for ensuring that gas safety certification is completed annually and for providing the tenant with a copy of the certificate within 28 days of the check. We shall not be held legally responsible in the event that, despite our reasonable endeavours we are unable to carry out such service or certification within a contract year, or for any failure on your part to carry out your responsibilities as a landlord. 4.5.2. Shield Landlord Gas Boiler Care: Call Outs and Repairs 4.5.2.1. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your boiler and controls in working order. The repairs covered by this agreement will depend on the type and level of cover you have chosen. 4.5.2.2. There is no limit on the number of call-outs you may have during the course of this agreement. 4.5.2.3. We will use our reasonable endeavours to service and provide gas safety certification annually for all landlord owned gas appliances. Certification will be issued to the landlord following our visit. You are legally responsible for ensuring that gas safety certification is completed annually and for providing the tenant with a copy of the certificate within 28 days of the check. We shall not be held legally responsible in the event that, despite our reasonable endeavours we are unable to carry out such service or certification within a contract year, or for any failure on your part to carry out your responsibilities as a landlord. 4.5.3. Shield Landlord Gas Boiler Service Care: Call Outs and Repairs 4.5.3.1. This agreement covers the cost of either an initial inspection or an annual service only. Any additional inspections, call-outs, repairs, parts or labour will be chargeable. 10
4.5.3.2. We will use our reasonable endeavours to service and provide gas safety certification annually for all landlord owned gas appliances. Certification will be issued to the landlord following our visit. You are legally responsible for ensuring that gas safety certification is completed annually and for providing the tenant with a copy of the certificate within 28 days of the check. We shall not be held legally responsible in the event that, despite our reasonable endeavours we are unable to carry out such service or certification within a contract year, or for any failure on your part to carry out your responsibilities as a landlord. 4.6. Gas Cover Exclusions and Limitations 4.6.1. This agreement covers one boiler per property. Properties with more than one boiler will require additional Gas Care Product cover. 4.6.2. This agreement excludes all commercial rated boilers and boilers used in commercial premises. 4.6.3. This agreement excludes boilers with a heat output capacity of greater than 70kW (net). 4.6.4. This agreement excludes combined cooking/heating appliances. 4.6.5. Where the central heating system contains a renewable heat source element this agreement does not cover any element of the renewable heat source installation or any specialist controls associated with it. 4.6.6. This agreement does not cover individual gas space heaters. 4.6.7. This agreement does not cover the cost of repairs required as a result of frozen condensate pipes. 4.6.8. Restricted availability of spare parts may mean it is not always possible to repair a particular fault. If we are unable to reasonably source spare parts we will replace your boiler with one of a similar specification, provided your boiler is less than seven years old. For boilers that are more than seven years old you will be eligible for a 10% discount off the cost of a replacement boiler if you buy the boiler from us and we install it. 4.6.9. If spare parts are available but, in our opinion, the cost of carrying out a repair to your boiler is more than the cost of providing a replacement, we may replace your boiler with one of a similar specification. 4.6.10. This agreement does not cover the cost of system flushes to remove sludge, limescale and other debris from your system. Any system flush work performed by us will be chargeable. 4.6.11. We may charge for work required to rectify blockages or remove airlocks. 4.6.12. In the case of all Gas Care Products this agreement covers standard panel radiators. If you have any other radiator type, for example designer radiators, column radiators, cast iron radiators and towel rails, if replacements are necessary we will replace them with standard panel radiators of an equivalent output unless you pay the increased cost of a suitable alternative to your specification. 4.6.13. This agreement does not cover the cost of repairing or replacing flues that are not part of the boiler. This agreement only covers the cost of standard flue kits supplied with the appliance. Where flues are covered by this agreement the cost of any specialist equipment and/or labour required to access and/ or undertake work to these flues will be chargeable. 4.6.14. This agreement does not cover replacing or repairing parts that do not affect the functionality of the system. 4.6.15. Gas Care Products for systems we deem to be non-standard may attract an additional charge. Non-standard systems will be identified when we attend your property and we will confirm any additional charges which apply. Non-standard systems include, but are not restricted to, Powermax boilers, warm air systems, Gledhill thermal stores and unvented hot water cylinders. 4.6.16. Any baffle replacements on Powermax boilers will be fully chargeable. 4.6.17. Liquefied petroleum gas (LPG), oil and electrical heating systems are not covered by our Gas Care Products. 11
4.6.18. Under-floor heating systems or any specialist controls associated with it are not covered by our Gas Care Products. 4.6.19. Systems which have two or more different fuel type heat sources connected to the same central heating system are not covered by our Gas Care Products. 4.6.20. Systems containing a gas boiler and a gas range connected to the same central heating system are not covered by our Gas Care Products. 4.6.21. For Shield Gas Heating Care, Shield Gas Boiler Care, Shield Landlord Gas Heating Care, Shield Landlord Gas Boiler Care this agreement does not cover the cost of repairs required as a consequence of sludge, limescale or corrosion. 4.6.22. This agreement only covers the cost of repairing copper and approved plastic pipe-work. It does not cover the cost of replacing pipe-work. 4.6.23. For Shield Landlord Gas Heating Care, Shield Landlord Gas Boiler Care, Shield Landlord Gas Boiler Service Care, Shield Gas Heating Care Flexi and Shield Gas Boiler Care Flexi this agreement only covers domestic properties. If we become aware that this agreement has been entered into by you for a commercial property we will cancel this agreement. 4.6.24. This agreement does not cover the servicing, maintenance or certification of flueless space heaters. 4.6.25. Whilst this agreement covers internet connected heating controls, it does not cover the internet connection or mobile device used to connect to these controls (e.g. smart phones, tablets, laptops, internet routers or Wi-Fi). It also excludes any other internet connected heating control equipment whose primary purpose is not to operate your boiler or heating system. 4.6.26. Weather Compensators or any specialist controls associated with it are not covered by our Gas Care Products. 5. SCOPE OF SHIELD ELECTRICAL WIRING CARE 5.1. General 5.1.1. Where we deem it necessary, we will carry out an initial inspection of your fixed electrical wiring system to confirm suitability for Shield Electrical Wiring Care. 5.1.2. We will advise you whether we can provide Shield Electrical Wiring Care either during or shortly after our initial inspection. Where we deem that an initial inspection is not necessary, subject to clauses 3.2.6 and 5.1.11 your system will be considered suitable for Shield Electrical Wiring Care. However, you may be required to make payment(s) in accordance with clause 3.1 before the initial inspection. If this happens and we later identify at the initial inspection or any subsequent inspection that your system is not suitable for our Shield Electrical Wiring Care, we will cancel this agreement and refund you any monies that we have received from you in the current contract year. 5.1.3. If you need us to attend a breakdown before the initial inspection (where deemed necessary), we may be unable to repair your system if it is not suitable for Shield Electrical Wiring Care. 5.1.4. If you need us to attend a breakdown within the cancellation period, you will be responsible for the costs of any parts and labour required to repair your system and clauses 3.5.1.2 and 3.5.1.3 will apply as appropriate. 5.1.5. We will contact you to arrange a time to carry out subsequent inspections of your fixed electrical wiring system every five years. 5.1.6. We will only use suitably qualified electricians to work on your system. 5.1.7. Subject to the other provisions of this agreement, this agreement covers the cost of all parts and labour (including VAT) associated with repairs required to maintain your system in working order. 5.1.8. This product is only available for domestic properties that you own and occupy. If we become aware that this agreement has been entered into by you for a tenanted or commercial property we will 12
cancel this agreement. 5.1.9. There is no limit on the number of call-outs you may have during the course of this agreement. 5.1.10. Where we have deemed it necessary to carry out an initial inspection, in the period between the cover start date and us carrying out an initial inspection, we may charge you for any repairs due to a pre-existing fault or system deficiency. 5.1.11. Where we have not deemed it necessary to carry out an initial inspection, we may charge you for any repairs which are due to a pre-existing fault or system deficiency. 5.2. Upgrade Work 5.2.1. Where we have deemed that an initial inspection was not required, the first time we attend your property, we may identify upgrade work required to bring your system up to our standards for cover by the Shield Electrical Wiring Care. Any such upgrade work performed by us will be chargeable. 5.2.2. If you decline to undertake the upgrade work identified in accordance with clause 5.2.1, we will either exclude the relevant system parts from your Shield Electrical Wiring Care until the upgrade work has been completed to our satisfaction, or we will cancel this agreement. 5.2.3. Any repairs required as a consequence of excluded system parts referred to in clause 5.2.2 will be chargeable. 5.3. Electrical Wiring Cover Exclusions and Limitations 5.3.1. This agreement does not cover the cost of repairing the power supply to your property or the electricity meter. These are the responsibility of your local electricity distribution company and electricity supplier, respectively. 5.3.2. This agreement does not cover the cost of repairing or replacing the power supply between your property and any outbuildings or the cable between the electricity meter and the fuse box. 5.3.3. This agreement does not cover any items that do not form part of the fixed electrical wiring system. These exclusions include (but are not limited to) timers, programmers, domestic electrical appliances, electrical heating equipment, security systems, security lighting, swimming pools, telephone wiring, smoke detectors, extractor fans, electrical garage doors, electrical gates, wiring or anything connected to satellite dishes, television aerials, their fittings and masts. 5.3.4. This agreement only covers the cost of repairing faults. It does not cover the cost of major rewiring works. 5.3.5. We do not cover the cost of repairs to decorative and fluorescent light fittings or transformers associated with decorative or low voltage lighting. 5.3.6. We may charge for work required to reset circuit breakers, fuse boxes or controls unless their failure is associated with repair work we have performed. SSE and associated brands: Southern Electric; Scottish Hydro and SWALEC are all trading names of SSE Home Services Limited which is a member of the SSE Group. The Registered Office of SSE Home Services Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ. Registered in Scotland No. SC292102. Authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.www.sse.co.uk/homeservices www.southern-electric.co.uk/homeservices www.hydro.co.uk/homeservices www.swalec.co.uk/homeservices Version control/aug 2015 SSE SHIELD BR T&C SEP 15 13