A Ward Heating Limited Terms and Conditions

Introduction

This booklet explains exactly what the products in this agreement do and don’t cover, what to do if you want to make a claim, change or cancel your agreement or a product, and how to make a complaint. It is important you read these terms and conditions carefully, together with your statement confirming the products you hold, as these form the basis of your agreement with us. If anything is not correct on your statement, or if you have any questions, please call us on 0800 141 2207.

 

Definitions

Understanding these Terms and Conditions

‘We’ and ‘you’

By ‘we’, ‘us’, or ‘our’, we mean A Ward Heating Limited Limited – as the provider of the services of your non-insurance products and the administrator for A Ward Heating Limited
A Ward Heating Limited Services Limited is authorized and regulated by the Financial Conduct Authority.
By ‘you’ or ‘your’, we mean the person(s) named on your statement, plus the people who normally live in your home, including any tenants. Only the person(s) named on the statement, or their spouse, legal partner or authorized contact can amend or cancel the agreement.

Words in bold

Some of the words and phrases we’ve used have a particular meaning. We’ve highlighted these words in bold and explained what they mean below:

Definitions

Access and making good
– getting to your boiler, appliance or system, to fix or service it and then repairing any damage we may cause in getting access to your boiler, appliance or system by replacing items such as cabinets or cupboards that we’ve removed and by filling in holes we have made and leaving a level surface – but we won’t replace or restore the original surface or coverings, for example, tiles, floor coverings, decoration, grass or plants.

Accidental damage
– when you do something that stops your boiler, appliance or system from working properly – without meaning to.

Agreement
– all of the products you have with us. If you have Energy Extra with us this will be in a separate agreement.

Annual service
– a check each year to ensure your gas boiler, appliance or central heating is safe and working properly.

Approved list
– boilers, appliances or parts that we can repair or replace.

Authorized contact
– a managing agent, landlord or any named person who you’ve authorized and who we’ve agreed can act on your behalf to make arrangements under your agreement in relation to a property.

Boiler and controls
– a single natural gas or Liquid Petroleum Gas boiler or warm-air unit on your property that’s designed for home use and has a heat output capacity of up to 70kW as well as the flue and the controls that make it work, including the programmer, any thermostats, motorised zone valves and central heating pump.

Boiler data
– information we receive from your boiler IQ hardware.

A Ward Heating Limited Power flush
– a process where we remove sludge from your central heating system.

Central heating
– the heat and hot water system on your property – including your expansion tank, radiators, bypass and radiator valves, system filters, warm-air vents, cylinders, any immersion heater and its wired in timer switch, and the pipes that connect them.

Cylinders
– tanks that store hot water.

First service
– where we may visit you after you first take out a product covering your boiler to check and confirm whether we can cover you.

Gas supply pipe
– the pipe that connects your gas meter to your gas boiler and other gas appliances you have on your property.

Home
– the building, including any attached garage or conservatory where you live or a home you own, including holiday homes or rental properties.

Landlord
– someone who owns a property which they don’t occupy and which may be occupied by a tenant.

Managing agent
– someone who provides managed services to a landlord in relation to one or more properties.

Managing agent insurable interest
– in relation to any insurance product, where a managing agent has a contractual obligation to maintain elements of a property on behalf of a landlord.

Monitor/Monitoring
– keeping an eye on your boiler data so we can identify when your boiler is failing to produce heat or hot water.

Period of agreement
– the day your agreement starts until your agreement runs out, as detailed on your statement. Products
– cover or service for certain appliance(s) or system(s).

Property/Properties
– a home and all the land up to your boundary including any detached outbuildings. Repair(s)/Repairing/Repaired
– to fix your boiler, appliance or system following an individual fault or breakdown but not repairs that are purely cosmetic or related to software which doesn’t stop the main function of your boiler, appliance or system from working or make it unsafe.

Replacement/Replace/Replacing
– in the case of Kitchen Appliance Cover we’ll provide a contribution towards a replacement appliance with similar functionality from our approved supplier.
– where we replace your boiler, appliances (not those covered under Kitchen Appliance Cover) or parts with an A Ward Heating Limited approved standard alternative. We’ll provide replacements with similar functionality but not necessarily an identical make and model or type of fitting.

In the case of internet enabled boilers, appliances or parts, replacements will only be from the A Ward Heating Limited or Hive range. If we’re unable to provide a boiler, appliance or part with similar
functionality we’ll install a new and unused like for like alternative that you provide, but we’ll only accept responsibility for our workmanship.

Sludge
-the natural build-up of deposits in your boiler or central heating system as it corrodes over time.

Statement
– the document that shows the products you have with us, the period of agreement, how much you’re paying and any excess or fixed fee.

Upgrades
– Improvements that make your boiler, appliance or system safer, or more efficient.

Our insurance products

Regulated by the Financial Conduct Authority

Boiler and Controls

What’s covered
✓ All repairs to:
• A single natural gas unit on your property, that’s designed for home use and has a heat output capacity of up to 70kW
• The flue including the flue terminal, up to one meter in length
• The controls that make the boiler work including the programmer, any thermostats, motorized zone valves and central heating pump; and
• The gas supply pipe

✓ A replacement for your boiler if we can’t repair it and:
• It’s less than seven years old
• Or, it’s between seven and ten years old, we installed it and it’s been continuously covered by A Ward Heating under either a warranty or careplan agreement
• Or, it caught fire or exploded, providing you gave us access to carry out your annual service every year since we first covered you
✓ A replacement of the gas supply pipe and the controls that make your boiler work if we can’t repair them  ✓ A replacement of the flue including the flue terminal up to one meter in length if we can’t repair it ✓ A first service or annual service

What’s not covered

× Damage caused by lime scale, sludge or other debris, if we’ve told you before that you need to carry out repairs.
× Fixing your showers, their parts and shower pumps
× Any controls designed specifically for underfloor heating
× Repairing or replacing the flue including the flue terminal if it’s over one meter in length
× Repairing or replacing the flue including the flue terminal for any open fluid appliances
× Replacing or topping up your system inhibitor unless we’ve removed it
× Any part of your boiler and controls which directly supplies a swimming pool
× Resetting your controls or replacing the batteries
× Repairing or replacing your central heating system
× Repairing or replacing air or ground source heat pumps

 

Central Heating

What’s covered

✓ All repairs to the heat and hot water system on your property including:
• Expansion tank, radiators, bypass and radiator valves
• Cylinders and any immersion heater and its wired in timer switch; and
• The pipes that connect the central heating system

✓ A replacement of parts of your central heating if we can’t repair them
✓ Accidental damage
✓ A first service or annual service

What’s not covered

× Damage caused by lime scale, sludge or other debris – if we’ve told you before that you need to carry out repairs,
× Fixing your showers, their parts and shower pumps
× Repairing or replacing taps
× Any parts that are designed specifically for underfloor heating
× Supply of curved or designer radiators
× Repair or replacement of electrical elements in radiators
× Replacing or topping up your system inhibitor unless we’ve removed it
× Any part of your central heating which directly supplies a swimming pool

Boiler and Controls Breakdown

What’s covered

✓ All repairs to:
• A single natural gas unit on your property, that’s designed for home use and has a heat output capacity of up to 70kW
• The flue including the flue terminal, up to one meter in length
• The controls that make the boiler work including the programmer, any thermostats, motorized zone valves and central heating pump; and
• The gas supply pipe

✓ A replacement for your boiler if we can’t repair it and:
• It’s less than seven years old
• Or, it’s between seven and ten years old, we installed it and it’s been continuously covered by A Ward Limited under either a warranty or Careplan agreement

✓ A replacement of the gas supply pipe and the controls that make your boiler work if we can’t repair them
✓ A replacement of the flue including the flue terminal up to one meter in length if we can’t repair it

What’s not covered

× Anything that happens within the first 14 days of you taking out the product
× Accidental damage
× Damage caused by lime scale, sludge or other debris – if we’ve told you before that you need to carry out repairs.
× Fixing your showers, their parts and shower pumps
× Any controls designed specifically for underfloor heating
× Repairing or replacing the flue including the flue terminal if it’s over one meter in length
× Repairing or replacing the flue including the flue terminal for any open flued appliances
× Replacing or topping up your system inhibitor unless we’ve removed it
× Any part of your boiler and controls which directly supplies a swimming pool
× Resetting your controls or replacing the batteries
× Repairing or replacing air or ground source heat pumps

 

Central Heating Breakdown

What’s covered

✓ All repairs to the heat and hot water system on your property including:
• Expansion tank, radiators, bypass and radiator valves
• Warm-air vents
• Cylinders and any immersion heater and its wired in timer switch; and
• The pipes that connect the central heating system

✓ A replacement of parts of your central heating if we can’t repair them

What’s not covered

× Anything that happens within the first 14 days of you taking out the product
× Accidental damage
× Damage caused by lime scale, sludge or other debris – if we’ve told you before that you need to carry out repairs, improvements or a British Gas Power flush, or a similar process, but you haven’t done so
× Fixing your showers, their parts and shower pumps
× Repairing or replacing air or ground source heat pumps
× Repairing or replacing taps
× Any parts that are designed specifically for underfloor heating
× Supply of curved or designer radiators (see page 30)
× Repair or replacement of electrical elements in radiators × Replacing or topping up your system inhibitor unless we’ve removed it
× Any part of your central heating which directly supplies a swimming pool

Gas Safety Check and Certificate (CP12)

If you are a landlord, under the law it’s your responsibility to make sure you have a valid Gas Safety Certificate for the gas meter, gas pipework and any gas appliance(s) on your property. When your safety check is due we’ll send you an email, letter, or text message or call you to arrange it. We’ll try to get hold of you up to three times. If we don’t hear back from you after that, we won’t try again. Its then up to you to contact us to arrange your safety check.

What’s included

✓ An inspection of your gas meter, gas pipework and any gas appliance(s) on your statement
✓ A Gas Safety Certificate for your gas meter, gas pipework and any gas appliance(s) on your statement, which we’ll post or email to you and your tenant if you prefer. If any part fails the safety inspection, we’ll include all the details on the Gas Safety Certificate

What’s not included

× Repairs or a replacement of your gas meter, gas pipework or any gas appliance(s)
× The cost of re-inspecting any of the failures detailed on your Gas Safety Certificate
× We won’t provide a Gas Safety Certificate for any boiler or gas appliance we’ve not inspected

 

Gas Safety Certificate (CP12)

This can only be purchased with an A Ward Heating Limited product that includes an annual service and will normally be completed at the same time as your annual service.
What’s included

✓ An inspection of your gas meter and gas pipework
✓ A Gas Safety Certificate for your gas meter, gas pipework and any gas appliance(s) on your statement, which we’ll post or email to you and your tenant if you prefer.

If any part fails the safety inspection, we’ll include all the details on the Gas

What’s not included

× Repairs or a replacement of your gas meter, gas pipework or any gas appliance(s)
× The cost of re-inspecting any of the failures detailed on your Gas Safety Certificate
× We won’t provide a Gas Safety Certificate for any boiler or gas appliance we’ve not inspected

 

For a breakdown or repair call  0800 141 2207,

If you’d like a security password or have any special needs, please let us know when you call.

Calls to 0800 numbers are free from mobiles and landlines.

 

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