What If I Have Cause to Complain?
We know that sometimes things can go wrong. If this happens our friendly team will work with you to try and help. Please reach out to our customer services team who will be happy to help you. They can be contacted on complaints@complaints.com.
Terms and Conditions
It is important that you, as the consumer, read and understand the Terms and Conditions thoroughly before committing to a Service Plan.
Definitions
We are committed to removing jargon and all our terms and conditions are written in English, and all our correspondence will be in English.
ASHP equipment: the Air Source Heat Pump, hydrobox/heat exchanger/decoupler module, and/or unvented hot water cylinder, holding less than 110 gallons is covered under this plan.
Home Is the address of the property in which the Care Plan is provided for.
We/Our Refers to us as the provider, City Energy Network. Service Plan is the product you have in place following your ASHP installation. This plan is in place to enable us to provide to you an annual service to your heat pump.
Parties
This Service Plan Agreement is between you, the customer and us, City Energy Network.
What Does the Service Plan Include and How Is This Paid For?
Under the terms and conditions of this plan we will contact you on an annual basis for a period of 3 years following the installation of your Air Source Heat Pump to schedule in an annual service we will visit your home at a time suitable to conduct an annual service in line with the manufacturers instructions.
The Service Plan is offered to you at no additional cost. We will cover the costs of the engineer call out to contact the service, of which this cost is covered within your Service Plan.
Should the heating system fail we will not be responsible for or cover the cost for an onward repair.
We will only cover the annual service whereby one of our trusted and approved tradespeople are appointed. We will only conduct an annual service to statutory requirements and in accordance with the manufacturer’s specifications.
You must be over the age of 18 at the time of the plan inception. Furthermore, there must be the plan holder or a representative over the age of 18 present whilst our trusted tradesperson is on site conducting the service.
What Happens If You Experience a Breakdown
Following the Service or the Engineer Advises the System Is
Unsafe?
If our trusted and approved tradesperson identifies your equipment is unsafe, they will apply a label and condemn it. Which means it is unsafe to use and must be repaired at your cost.
If you smell gas or are worried about gas safety, you can call the National Gas Emergency Service free on 0800 111 999.
The Duration of Your Service Plan
Your Service Plan is renewed annually over a period of 3 years. This is an automatic renewal at no cost to you. You must contact us ahead of the anniversary should you wish to terminate your Service Plan.
What Is Covered in My Service Plan
Our Service Plan includes an annual service visit. This is a visit conducted and arranged by us to check that all items included in the Service Plan agreement are in good functioning order. We will check that your ASHP is working in accordance with legal requirements and regulations.
We will disassemble your Air Source Heat Pump to clean it, if the tests indicate that this is necessary; this is to help make sure that it is safe and in good working order. Our trusted engineers will conduct a full test of the ASHP equipment and components. We will also conduct a visual inspection of all related pipework.
We will also conduct a check and top up of the glycol level is also included where necessary.
What Is Not Covered?
If you, the customer, are moving home and wish for the Service Plan Agreement to be transferred to the new address, please note this is not possible as the Service Plan is in place against the ASHP installed at the address. The named plan holder can transfer at the point of purchase.
A repair or replace of parts is not covered under this plan. We can provide to you a private quotation for a full repair, or you can appoint your own representative.
No Guarantee is provided for the service as we will not be conducting a repair. However, should private works be completed following a breakdown, we guarantee work for a period of 14 days from the date of repair. We will not carry out repairs if there are design faults, faults which existed before You entered Your Contract with Us, faults which We identified on a previous visit or Contract at the property, or faults which We could not, using reasonable care or skill, identify on Our First Service or a repair call out.
Replacing or repairing parts
Removing or working where there is exposed asbestos. When You have had any asbestos removed, You, must give Us a clean air certificate before We will do any further Work at Your property. By law, the person who removes the asbestos must give You a clean air certificate. Cash alternatives instead of a Service or Work.
A service conducted where the trusted tradesperson identifies corrosion or any parts that have corroded. Repairing or replacing any steel, lead, or iron pipes.
Any maintenance or repair of Your Air Source Heat Pump, central heating or plumbing system which is covered under the manufacturer’s guarantee.
Utility service connections, electricity cables. Any contribution towards a replacement Air Source Heat Pump.
Any additional costs attributed to scaffolding or lift equipment being necessary. Gas fires or solar panels.
Repairing faults caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightening, explosion, flood, or storm. Please check your household insurance to ensure you have adequate cover for these risks.
We do not cover galvanised steel tanks, under our Service Plan Agreements.
If You Have Cause for Complaint
We will always aim to do Our best, however, there may be times when things go wrong. If You have a complaint about any part of Our Service, or Our products, please contact Us by phone or write to Us, using the contact details specified, Alternatively, complete the form on the Complaints Procedure page of our website. This page details our four step complaints procedure. This is a Service agreement and not an insurance policy, any benefit You receive from this Service Contract will be at Our absolute sole discretion. This means that this Service Contract falls outside the remit of the Financial Conduct Authority (FCA).
Any complaints You make to Us will be governed by the following applicable law: This Service Contract may only be relied on and enforced by Us and You and shall not be directly or indirectly enforceable by any third party under the Contracts (Right of Third Parties) Act 1999 or otherwise. This Service Contract shall in all respects be governed by and construed in accordance with the laws of England and Wales and, subject to the terms of this clause, any disputes arising between the parties under this Contract shall be referred to the exclusive jurisdiction of the courts of England and Wales, unless the protected Home is located in Scotland, in which case the law of Scotland shall apply.
Your Right to Cancel
You may cancel this Contract within 14 calendar days of agreeing to the Contract by emailing us.
Customer Service Details
Please contact us on xxx
Subrogation and Observance
If a claim arises because of the act or default of a third party, at the request and expense of us, City Energy Network, you shall take and permit to be taken in its name, all necessary steps to enforce its rights against any such third party.
Changes to Terms and Conditions
We may from time to time modify, enhance, or replace our terms and conditions to ensure we comply with law, any changes in regulations or industry guidelines. We will give you thirty (30) days’ written notice to notify you of any changes.
Information About You and Your Property
We operate as the data controller of your personal information for the purposes of applicable data protection legislation. The personal information you provide will be processed; to enable us to appoint a trusted tradesperson, we may also hold some additional information about your health and social circumstances where you feel it is applicable to share this with us.
We hold our records and information for a period of six years following the end date of your plan. Should you wish to obtain a copy of the data we hold on you, this can be requested by contacting our Data Protection Officer using the details provided below, you have the right to ask us for a copy any personal information we hold about you. You can also make a complaint to the Information Commissioner (www.ico.org.uk) if you feel your personal information has not been handled in the correct way.
Company Information
This Service Plan is provided by City Energy Network, Unit 10 Cardiff Business Park, Lambourne Crescent, Cardiff, Wales, CF14 5GP. Company Number: 07889412 Vat Number: 138 9896 43.
