Terms & Conditions

Appliance Repairs

What is included in my Fixed Fee Service Charge for Appliance Repairs?

The Service Charge that you pay will include callout and all the labour time needed to carry out a diagnostic test or repair. Any parts that might be required to complete a repair are not included in this fee.

Service Charges are payable directly to the Engineer on the first visit to your property. In the case of rental properties / business properties where the bill payer will not be present, payment may be required at the point of booking. If an Engineer attends and diagnoses a fault which then leads to a repair quotation, the Service Charge is payable whether you decide to proceed or not. Electrical & Appliance Care does not offer free callouts.

Guarantee Periods (Repair Guarantee)

All Appliance repairs completed by Electrical & Gas Care come with a 3 Month (90 Day) Repair Guarantee. This is to ensure that the repair has been completed correctly. Should you need to have the engineer return after a repair, if the fault relates to what the engineer did on the previous visit, the Engineer will rectify any issue and there will be no further charge. If the Engineer attends and finds that the re-visit relates to a new fault or a separate fault that was not reported on the original repair booking, you may be required to pay another Service Charge.

There are some repairs that are excluded from the Repair Guarantee. The following repairs do not carry a repair guarantee:

​A repair carried out where a blockage / foreign body has been removed from the appliance
The following components are excluded from the Repair Guarantee:​

  • Door parts, including handles, glass and fixtures
  • Cosmetic parts including facias, trims and decor surrounds
  • Drum lifters / Paddles
  • Internal furniture including shelves, door shelves and baskets

Plumbing & Heating

EGC Preventative Boiler/Unvented Cylinder & Plumbing Care 12 Month Contract

1. (a) Plumbing Cover Includes:

  • Hot and cold pipes beyond the internal stop tap that have been installed to current building regulations.
  • Annual preventative maintenance inspection and certificate.
  • Taps. Taps will be repaired if possible. If non repairable the Labour cost for a similar (like for like) replacement tap is covered.
  • Electric and surface mounted showers. A shower will be repaired if possible. If non repairable the labour cost for a similar (like for like) shower replacement is covered.
  • Toilet flushes/siphons. A siphon/flush will be repaired if possible. If non repairable the labour cost for a new siphon installation is covered.
  • Toilet and Cistern ball valves. A ball valve will be repaired if possible. If non repairable the labour cost for a new ball valve is covered.
  • Stop taps. A stop tap will be repaired if possible. If non repairable the labour cost for installation of a new stop tap is covered.
  • The following materials and soluble used for repairs: Solder, Flux, Wire wool, Copper end feed fittings Grease PTFE Tape Rubber Tap washers
  • Labelling of emergency controls.

1. (b) Plumbing Cover Excludes:

  • Any pipes outdoor and indoor before the internal stop tap.
  • All materials required other than stated in 1(a) for any repairs.
  • All sanitary ware and baths.
  • Ceramic discs for taps.
  • Bath and sanitary ware repairs or replacements.
  • Dishwasher repairs or replacements.
  • Washing machine repairs or replacements.
  • Pipes that are blocked due to lime scale.
  • Any repair that can only be undertaken by complete removal of an appliance.

2. (a) Heating (Gas fired water heating only) Cover Includes:

  • All visible pipes that have been installed to current building regulations.
  • Annual preventative maintenance inspection.
  • All pipes that have been buried in a wall or screed that have been installed to current building regulations.
  • Radiator valves. A valve will be repaired if possible. If non repairable the labour cost for a replacement radiator valve is covered.
  • The Labour cost for a repair to or replacement of a central heating: Pump 2 & 3 Port Zone valve.
  • The Labour Cost for replacement of heating controls.
  • The following materials and soluble used for repairs: Solder & Flux Wire wool Copper end feed fittings Grease PTFE TapeTap washers
  • Labelling of emergency controls.

2. (b) Heating (Gas fired water heating only) Cover Excludes:

  • All Materials required other than stated in 2(a) to repair a heating system.
  • The labour cost for any new radiators required.
  • Radiator repairs.
  • Repairs to pipes. radiators and controls that become faulty because of excess sludge or iron oxide in the heating system.
  • Electric storage heaters.

3. (a) Boilers & Cylinders Cover Includes:

  • Annual Service Inspection and Certificate.
  • The labour cost for any repairs or replacement of parts.
  • The following materials and soluble used for repairs: Solder, Flux, Wire wool, Copper end feed fittings Grease PTFE Tape Tap washers.
  • Labelling of key controls on servicing and inspection dates.

3. (b) Boilers & Cylinders Cover Excludes:

  • Replacement/Installation of a complete boiler or cylinder.
  • All Materials required other than stated in 3(a) to repair a heating system.
  • Any repair that can only be undertaken by complete removal of an appliance.

4. Gas Fires, Cookers & Hobbs:

  • Repairs, maintenance and replacements of these appliances are not covered under this contract.
  • Safety inspections and certificates of these appliances is included.

5. Hidden, buried or boxed in pipes:

  • Hidden, buried or boxed in pipes are covered for repairs where they have been installed to current building regulations.
  • Great care will be taken to gain access to any hidden, buried or boxed in leaking or faulty pipes or components. Electrical & Gas Care LTD cannot be held liable for any damage caused whilst attempting to gain access to any hidden, buried or boxed in pipes or components.
  • Electrical & Gas Care LTD will not be responsible for any labour or material costs should any pipes or components require re boxing in, burring or decorating in any way.
  • Electrical & Gas Care LTD will not be held liable for any defective or dangerous previous hidden installations. i.e. installations of any pipes or components that are hidden buried or boxed in.

6. Call out categories:

  • Emergency call out – Response within 24hrs includes: Gas Leak.
  • Any smell of gas.
  • Ringing of any carbon monoxide alarms.
  • Sudden major water leaks that cannot be isolated by the water main stop tap.
  • Standard call out- Response within 72hrs.
  • All other call outs will be responded to as quickly and efficiently as possible to suit the customer’s demands.
  • Any damage caused to any appliance, pipe or component caused by the tenant/customer or any other 3rd party will not be covered under this contract and will result in a call out fee.
  • Any call outs that are deemed unnecessary by Electrical & Gas Care LTD will result in a call out charge. i.e. a customer’s misuse of an appliance e.g. Power off to an appliance, room thermostat turned down etc. Any advice on how to operate an appliance will be available via a telephone or email conversation. During the annual service/inspection visits any system controls or operation instruction can be demonstrated to the customer on request.

Emergency Procedures

Gas Escapes/Smell of Gas

Do Not

  • Operate any electrical switches (on or off)
  • Smoke or use a naked flame

Do

  • Open doors and/or windows to ventilate the area
  • Check your gas appliances and turn them off
  • Turn the gas supply off at the main meter
  • Telephone the National Grid Emergency Service on 0800 111 999 Inform Electrical & Gas Care LTD of the circumstances

Fire

If there is a fire on the premises:

  • IMMEDIATELY activate the fire alarm, evacuating premises TELEPHONE the Fire Brigade
  • ISOLATE the gas supply at the main meter if safe to do so TELEPHONE National Grid Emergency Services on 0800 111 999 INFORM Electrical & Gas Care LTD

Carbon Monoxide

If your Carbon Monoxide Detector is activated:

  • Turn off appliances, or other sources of combustion at once.
  • Immediately get fresh air into the premises by opening doors and windows.
  • Call a qualified technician and have the problem fixed before restarting appliances.
  • If anyone is experiencing symptoms of carbon monoxide poisoning: headaches, dizziness, vomiting, call the fire department and immediately move to a location that has fresh air.
  • Do a head count to be sure all persons are accounted for
  • Do not re-enter the premises until it has been aired out and the problem corrected

7. Frozen boiler condensate and water pipes:

  • Any external water pipe should be isolated and drained during the winter months. Frozen external pipes are therefore not covered for repairs under this contract.
  • Condensate pipes installed to building regulations should not freeze. If a condensing boiler drain is to freeze in severe weather conditions and has been installed to building regulations, then at first the customer will be given advice on how to defrost a pipe. If a call out is required, it will be treated as a standard call out not an emergency.
  • Any external boiler condensate pipes and water pipes not installed to current building regulations and are considered at risk of freezing will not be covered under this contract.

8. Installations that are not to current building regulations:

  • Any installation that is not to current standards will be identified and the customer will be issued with an advice note and quote for rectification work. The installation will not be covered under this contract until the rectification work has been undertaken.
  • Electrical& Gas Care LTD cannot be held liable for any previous installations that have not been identifiable. I.e. Installations that are hidden, buried or boxed in.

9. Bath and shower seals:

  • Bath and shower seals are not covered under this contract. I.e. silicone and trims around baths and showers. Shower /bath screens and cubicles.

10. Drainage:

  • Any above or below ground drainage is not covered under this contract.