Boiler Cover terms and conditions

STANDARD TERMS – ALL PLANS

Please read our terms and conditions before committing to a boiler care plan, as they are designed to protect you and ensure clarity on your coverage.

Your safety is our highest priority

Here at UK Gas Group, we have a crucial role: the safety of our customers and staff. If our service engineer finds that your boiler is unsafe (and cannot be immediately repaired or made safe), they’ll label it with a warning notice. It must not be used again until the fault has been corrected. This is extremely important for the safety of all those at the property.

Home service visit

When a home visit is required, we will organise a service engineer visit. Normal working hours are 9 am to 5 pm (except on public holidays), Monday through Friday. We will require access to all relevant areas, and our service engineers must work in a safe environment. Our on-call engineers may attend your home in the evening and during weekends in an emergency.

Our engineers will identify themselves as UK Gas Group and have their relevant Gas Safe card or UK Gas Group card available for inspection on request.

Remote support

As one of our plan customers, you will receive the additional benefit of remote support. If you encounter a problem, we may try to resolve it remotely. This involves a representative from our experienced support team talking you through a step-by-step guide to resolve the fault. However, if we cannot resolve the problem, we will schedule an onsite visit for one of our gas engineers to get your boiler working correctly again.

Our contact details

Period of agreement

Your initial agreement is for a minimum 12-month term. It will continue to run on a rolling monthly basis until you tell us that you would like to cancel or if we cancel the agreement (see ‘Cancellation’). We will write or email you about any changes to the terms and conditions or prices.

Spare part availability

If we do not carry the spare parts your repair needs on the day, we will do all we reasonably can to find them from our suppliers. We cannot be held responsible for any delay in the supply of parts, although we will do everything possible to obtain them in a reasonable time. We may use an approved alternative or parts reconditioned by the original manufacturer.

Cancellation information

The minimum agreement period for any of our cover plans is 12 months, starting from the date the first payment is taken from your bank account. After that, your cover plan will continue to run on a rolling monthly basis. You can cancel your existing cover plan anytime, but cancellation charges apply. Please call our Customer Support Team on 0161 888 0970 (Monday through Friday, 8:30 am–5:00 pm), and we will talk you through the process.

Cancellation during the rolling period

  • If your plan is operating on a rolling basis, you may cancel your agreement at any time by giving us two months’ notice. The notice period starts from the day we receive written confirmation of your request to cancel.
  • The following cancellation charges will apply for work carried out in the preceding 12-month period;
  • Annual Service Inspection – If you have paid less than £120.00 from the annual service inspection date to the time you cancel, we may charge you an extra amount to bring your total payments under the agreement to £90.00.
  • Other works completed in the previous 12 months prior to the date you wish to cancel – We will charge £115 per piece of work completed in the previous 12 months, less any monthly fees paid since the last work event. The cancellation charge will not exceed 12 monthly payments.

The process for complaints

We aim to provide our customers with the best service and support possible. If you are dissatisfied with our services, contact our support team on 0161 524 8368 in the first instance. You can expect a reply within 3–5 days once we have had the opportunity to investigate the complaint thoroughly. You can also email your complaint to info@ukgasgroup.co.uk.

1. What to do, when you are moving property

Please let us know as soon as you know that you are leaving your existing property. We will need to update our records, and we will contact the new homeowners at a later stage. You may want us to continue your service cover plan at your new property, and we would be happy to arrange a home survey before we agree on the relevant cover plan for it.

2. MagnaCleanse System Flush Advisory

We may advise you to perform a MagnaCleanse System Flush to improve the efficiency of your heating system. Sludge can damage parts such as pumps, radiators, or valves. While our MagnaCleanse System Flush is charged, our platinum plan members receive a 10% discount, while our other plans provide a 5% discount. Please remember that this is subject to the continuous care plan and that any work has been done to correct design faults.

Your requirements as a boiler care customer

  • All information provided must be honest, trustworthy, factual, and not misleading throughout the cover agreement.
  • Your boiler must have been installed, maintained, and used following the manufacturer’s instructions.
  • If your boiler breaks down or malfunctions, you must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
  • You must ensure that monthly amounts are paid on time and when due; continuous bounced payments will result in your plan being terminated.
  • It is your responsibility to ensure that someone is at your home when our engineer arrives, and this person needs to be 18+ years old. You may be charged our standard call-out fee if our service engineer cannot complete the annual service or onsite visit because no one is home.

What’s not included in all plans

  • Removing sludge or hard-water scale from the boiler or system.
  • Replacing your boiler cylinder.
  • Repairing or replacing vertical flue or appliance flues that aren’t part of your boiler.
  • Un-freezing of condensate pipes on condensing boilers.
  • Re-setting programmer/timers after power cuts or changeover to/from British Summer Time.
  • Topping up pressure on combination or system boilers.
  • Tracing water leaks under solid floors.
  • Lifting and replacing any laminate, wood, carpet, or other fixed floor covering.
  • Please also see ‘General Exclusions.
  • Design or existing faults – the cost of repairs needed because of design faults (unless we are responsible), or faults which existed before you entered into the agreement and which could not be identified on initial inspection using reasonable care and skill.
  • Third-party or accidental damage – the cost of repairs relating to damage caused by you or someone else.
  • Consequential loss – unless we are responsible for it, loss or damage to property caused by the appliance, boiler or system breaking down (for example, damage to furniture caused by water leaks). 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. Any redecoration that may be needed following our work is your responsibility unless we have been negligent.
  • Normal insured risks – the cost of repairing faults or damage caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. The cost of repairing damage caused by changes to, or problems with, the gas, electricity or water services. You should check your household insurance to make sure you have enough cover for these risks.
  • Replacing appliances, bathroom fixtures, showers, and sanitary ware.
  • Improvements – include 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 which do not meet current standards, and replacing working radiators with improved models. These are examples, not a complete list.
  • Replacing or repairing decorative or other parts which do not affect how the system or appliance works.
  • Resetting controls (for example, thermostats and programmers following wintertime or summertime changes).
  • Repairing faults or clearing physical blockages (blockages such as rubble, sludge, and scale, but not airlocks) if we have told you permanent repairs or improvements are needed to make sure your appliance or system works properly. We will only tell you this if, in our expert opinion, it is necessary.
  • Removing asbestos associated with repairing the appliance or system.
  • Repairing any damage caused by our work or redecorating, unless our agents or we have been negligent.
  • Replacing (where a repair is not possible) lead or steel pipes (other than for internal gas supply customers where the gas supply pipe from your meter to the appliance is included), including lead or steel pipes in taps.
  • Any below ground drainage.
  • Making good any walls, ceilings, floors, carpets, tiles, or other building materials or finishes damaged during the trace/detect/repair process.

FINANCE OPTIONS

Finance options are available to cover the cost of your new boiler installation.

If you need a new boiler, we offer finance options to help spread the cost of your installation. Our options make upgrading to a more efficient and reliable heating system more affordable, with manageable monthly payments to suit your budget.

  • Up to 10 years, 10.9% APR representative (3 – 10 years available)

60 MONTHS

Representative Example

10.9% APR interest bearing credit

Cash price

£2,500

Deposit

£250

Total amount of credit

£2,250

Term

60 months

24 Monthly payments

£48.24

APR

10.9%

Fixed rate of Interest

10.9%

Total amount payable

£2,894.37

Total cost (inc deposit)

£3,144.37

120 MONTHS

Representative Example

10.9% APR interest bearing credit

Cash price

£2,500

Deposit

£250

Total amount of credit

£2,250

Term

120 months

120 Monthly payments

£30.22

APR

10.9%

Fixed rate of Interest

10.9%

Total amount payable

£3,626.73

Total cost (inc deposit)

£3,876.73

Please note: Interest rates correct as of April 2025

Phoenix Financial Consultants Ltd is registered in England and Wales, registered number 07436334. Its registered office is Suite 2.8 Monument House, 215 Marsh Road, Pinner, England, HA5 5NE. Phoenix Financial Consultants Ltd is authorised and regulated by the Financial Conduct Authority (Financial Services Register no. 539195) and acts as a credit broker introducing loans from a panel of lenders.

CUSTOMER FOCUSED

Across UK Gas Group, we collectively embrace a customer-centric approach to providing our services and products.

Excellent customer satisfaction is key to our business. We respond quickly to emergency plumbing and heating issues and are here to install bathroom and kitchen plumbing, boilers, and water heaters in the home. For commercial customers, we have a thorough understanding of the requirements for school buildings, leisure centres, and medical establishments. We are highly trained and insured to work in businesses of all sizes for plumbing, mechanical ventilation systems, and heating.

Our Gas Safe registered engineers handle all work, issue safety certificates for landlords and commercial properties, and are approved to work in vulnerable settings.

YOUR CONFIRMATION

By agreeing to the terms and conditions, you confirm that you have read, understood, and accepted all terms outlined; if you have any questions, we are always here to help.

ACCEPTANCE OF OUR TERMS AND CONDITIONS

I agree to and accept the above terms and conditions and would like to start my plan;

Plan type:

Plan type:

Name:

Signature:

Date: