Our Commitment to you

Throughout your time with us we aim to provide a safe, high-quality service, to repair and maintain the equipment included in this agreement. If you have any questions or would like to make a complaint please contact us on 01395 899100

Your agreement summary

What the agreement provides (standard, premium & landlord) see options below under “Devon Heating Home Cover Options”.

  • Parts and labour if your boiler breaks down
  • One annual service and inspection to your boiler
  • Unlimited call outs to defects on your system which is included in your agreement
  • We will provide you with a 24 hour customer helpline service all year round, excluding Christmas and New Years Day
  • Priority call on calls out everyday except Christmas and New Years Day
  • We will endeavour to attend within 24 hours of your call to our helpline, subject to workload and availability.

Devon Heating Home Cover Options

Your agreement is based on the type of home cover you choose. Please also see our general exclusions section.

  • Service: One annual boiler service, priority engineer response times & discounted repairs.
  • Premium service: Gas, Oil or LPG boiler and controls to the boiler and central heating system. One annual service.
  • Standard service: Gas, Oil or LPG boiler and controls if integral only. One annual service.
  • Landlord Premium Service: Gas, Oil or LPG boiler and controls to the boiler and central heating system.

Gas safety inspection and certification produced annually for one appliance. One annual service.

Service

  • An annual safety and maintenance inspection of your boiler.
  • Priority engineer response times.
  • Discount on repairs to your boiler.

Premium Home Cover Service

This service is for maintaining and repairing a single Wet (using water) Gas, Oil, or LPG central heating system in your home and includes the following:

  • A safety and maintenance inspection of your boiler and system (except for parts of the system that are not readily accessible).
  • Labour and parts if your boiler breaks down.
  • If your boiler is Beyond Economical Repair – (the point at which we estimate the cost of repair to your boiler exceeds its value), we will not make the relevant repairs to your appliance, if your boiler is less then 7 years old we will install a suitable replacement boiler.
  • Beyond Economical Repair- if your boiler is more than 7 years old and parts are unavailable or the value of the repair is greater than the value of the appliance, we will contribute £250 towards a replacement boiler that is supplied and fitted by Devon Heating Services Ltd.
  • There is no age limit to your boiler and it does not matter who installed it, as long as it is on our approved list of appliances and genuine parts are available.
  • Repairs to your Gas Supply

If we encounter a defect with the gas pipework inside your home between the gas meter and any appliances, we will make any necessary repairs as long as you have Premium Cover and there is no specialist flooring, screed, inaccessible pipework or it is an installation defect.

Standard Home Cover Service

This service is for maintaining and repairing a single Gas, Oil, or LPG central heating appliance as follows:

  • An annual safety and maintenance inspection of your boiler.
  • Labour and parts to your boiler if your boiler breaks down.
  • If your boiler is Beyond Economical Repair – (the point at which we estimate the cost of repair to your boiler exceeds its value), we will not make the relevant repairs to your appliance, if your boiler is less than 7 years old we will install a suitable replacement boiler.
  • Beyond Economical Repair- if your boiler is more than 7 years old and parts are unavailable  or the value of the repair is greater then the value of the appliance, we will contribute £250 towards a replacement boiler that is supplied and fitted by Devon Heating Services Ltd.
  • There is no age limit to your boiler and it does not matter who installed it, as long as it is on our approved list of appliances and genuine parts are available.

What is not included in Premium and Standard Cover

  • Removing blockages i.e. sludge or hard water scale from the boiler or system.
  • Repairing or replacing flues.
  • Any drainage or plumbing issues not linked to your heating system.

Underfloor Heating Cover

What is included:

  • Pumps.
  • Valves.
  • Actuators
  • Programmers.
  • Room thermostats.

What is not included:

  • Underfloor heating pipework below floor level.

Home Cover Plumbing

What is included? Under this service, inside your home we will provide materials and labour to repair or replace:

  • Hot and cold water pipes from the mains stopcock leading to your taps, including garden taps attached to your house.
  • Standard ball valve and toilet siphon.
  • Leaking overflow pipes.
  • Cold water storage tank.

This service includes one maintenance & safety inspection in every continuous two years in which you hold this agreement with us.

What is not included:

  • Repairing or replacing taps and washers in taps.
  • Repairing or replacing solar panels or associated pipework.
  • Repairing or replacing soak aways, septic tanks, cesspits, treatment plants, and their over flow pipes.
  • Repairing or replacing the mains cold water stopcock water softeners, shower pumps, mechanical pumps, water filters, swimming pools, decorative garden features, rainwater pipes and guttering, macerators i.e. saniflo and electrical units for toilets and other waste discharge units.
  • Pipes that burst in a result of cold weather or disturbance.
  • Repairing or replacing any lead or steel pipes.
  • Rain water recover systems.
  • Grey water recover systems.
  • Drainage pipes (including blockages).
  • Please also see general exclusions.

General Exclusions

The Devon Heating Home Cover agreement plans do not include the following:

Alterations or modifications

  • The contract covers only the original system and boiler inspected when you first became a home cover customer. If any changes or modifications to the original system or boiler including any replacement parts have been carried out (not by Devon Heating Services Ltd) we must be notified in writing, to Devon Heating Services Ltd within 14 calendar days of any such changes, modifications or replacements. A further chargeable inspection will then be carried out to determine whether your cover remains valid. Devon Heating reserves the right not to provide cover to any changes made that do not satisfy our company standards or that have not been inspected by us. Failing to notify us by writing of any changes or modifications, will render this agreement null and void.

Design or existing faults

  • The cost of repairs needed because of design faults (unless we are responsible), or faults which existed before you entered the agreement and which could not be identified on the initial inspection using reasonable care and skill. This would apply to pipes buried under concrete floors that have not been installed correctly or without wrapping or movement protection.
  • The cost of repairs relating to damage caused by you or someone else.

Consequential loss

  • Unless we are responsible, loss or damage to the property caused by the appliance, boiler or system breaking down (for example damage caused to furniture caused by water leaks). Any re-decoration that may be needed following our work is your responsibility unless we are at fault.

Normal risks

  • The cost of repairing faults or damage caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lighting, explosion, flood or storm. The cost of repairing damage caused by changes to or problems to the gas, electricity, or water service. You should check your household insurance to make sure you have cover for these risks.

Exclusions under all Home Cover options

  • Replacing appliances, bathroom fixtures, showers and sanitary ware (apart from boiler as described earlier).
  • Improvements including work that is needed to bring your system up to current standards. Examples of improvements include system upgrades, such as adding thermostatic radiator valves, and replacing parts such as flues which do not meet current standards and replacing working radiators with improved models. Inspection hatches (these are examples only and not a complete list).
  • Replacing or repairing decorative or other parts which do not affect how the system or appliance works.
  • Repairing or replacing any lead or steel pipes.
  • Resetting controls (for example thermostats and programmers following summer and winter time changes).
  • Repairing faults or clearing physical blockages (blockages such as rubble, sludge and scale but not air locks) if we have told you permanent repairs or improvements are needed to make sure your system or appliance works correctly. We will only tell you this if, in our expert opinion it is necessary.
  • Removing asbestos associated with repairing the appliances or the system.
  • Repairing any damage caused by our work or redecorating, unless we or our agents have been negligent or broken this agreement.
  • Cash alternative for repair or maintenance.

About your agreement

Devon Heating Home Cover agreements are only available for appliances for domestic use in your home. If you own a domestic property which you let out, we will offer you a Premium Landlord Cover agreement only, please see the landlord cover section.

Maintenance agreement

Devon Heating Home cover is a maintenance agreement and not an insurance policy.

Period of agreement

  • Your agreement runs until you notify us that you would like to cancel, or if we cancel the agreement (see cancellations section). You may cancel the agreement at any time. We will write to you to inform you of any changes to the terms and conditions or pricing schedule.
  • We also reserve the right to cancel this agreement at any time, giving you 14 calendar days notice.
  • If you pay each year in advance (by cash, cheque or direct bank transfer) instead of by a monthly direct debit and cancel the agreement within that year, we will give you a refund for the remainder of the agreement. There will be a minimum payment for the year of £70 if we have done any work or carried out an inspection.
  • If you have a Premium Landlord Cover agreement and we have provided you with a gas safety certificate, you will not receive a refund of our charges for providing you with this
    service.

Cancellation

We will cancel your agreement if:

  • You have given false information.
  • You do not make an agreed payment.
  • We are not reasonably able to source parts to keep your system or appliance working safely.
  • Circumstances arise (including heath and safety concerns) which make it inappropriate for the agreement to continue.
  • If your appliance or system is not on our up to date approved list.
  • If we cancel your agreement, we will give you a refund based on how long is left on any 12 month advance cash, cheque, or bank transfer. There will be a minimum payment of £70 per year if we have done any work or inspection.

You may also cancel your agreement immediately, either after we let you know about changes or prices or terms and conditions, or if we fail to do something which we should have done. In this case, you will receive a refund based on how much time is left of the relevant 12 month period, or, if you agree, we will put things right and continue your cover.

If you do so after we have done an inspection or other work and you have paid less than £70 in the previous 12 months at the time you cancel, we may charge you an extra amount which brings your total payments to £70.

If you have a Landlord Cover agreement and we have provided you with a gas safety certificate, you will not receive a refund of our charges for providing you with this record.

If you wish to terminate your Home Cover Service agreement with Devon Heating Services ltd, please contact us on 01395 899100 and in writing to 35 Dart Avenue, Exeter, EX2 7FX.

Spare parts

If we do not carry the spare parts your repair needs on the day, we will do all we reasonably can to source the parts from our suppliers.

Labour

One of our engineers will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work.

Access to your system

All Devon Heating Home Cover options and internal gas supply Our cost of access to your system (materials and labour) is included up to £500 (including VAT) annually, for example, inaccessible pipework and wiring or “built in” appliances.

Landlord cover – Landlord’s Safety Records

This service is available to landlords who let out properties for domestic purposes. By law Landlords must have gas appliances in properties they let checked for safety every 12 months. They should also hold a gas safety record as proof.

Our service

We will only check and issue a gas safety certificate for the appliances that are included on your Landlord Cover plan. Any other gas appliances in the rented property can be individually serviced or safety inspected for a small extra cost. After the necessary inspections on the selected gas appliances ,we will then give you in writing, a gas safety certificate to show that
we have completed a safety inspection which will include any details of any faults we have found and any repairs that are needed. If you or we cancel your agreement after we have provided
you with a gas safety certificate, you will not receive a refund of our fee for providing you with a Gas Safety Certificate.

Gaining access to your property

It is your responsibility to ensure we have safe access into your property.

If we can not gain access to carry out the necessary work we will contact you to arrange another appointment. If, after several attempts we still cannot gain access, we may cancel your agreement. We will inform you in writing if this is the case.

Third Party Rights For All Options

Nobody other than you will be able to benefit from this agreement. It cannot be passed to someone else or an alternative property without our consent which may result in a new agreement and inspection or the right to cancel the existing agreement.

Our responsibilities

We will meet our responsibilities under this agreement within a reasonable time unless it is impossible to do so because of circumstances outside our control, for example, availability of parts or materials or adverse weather conditions.

Customer information & data protection

If you have a home cover agreement with Devon Heating Services Ltd, we will need to hold details on file which will include the relevant property address, contact details, appliance details and service history. We will never share any details with any third parties unless we have your consent.

Replacing Your Boiler

The energy saving trust recommends that gas central heating boilers are replaced every 15 years. Whilst boilers older that this can often still work correctly, their effectiveness and efficiency is reduced.

Technological advances mean that todays boilers, if regularly serviced, have significantly higher efficiency performance, reliability and safety features.

Upgrading the system and energy improvements

If you request us to improve your system (for example adding new controls), we will give you one year parts and labour warranty. To arrange an engineer visit please call 01395 899100.

Power Flush

A Power Flush is a way of removing debris, sludge and other waste from central heating systems.

We may also suggest you correct any other design faults which may cause the problem to return at additional costs.

This work can increase the life of your system and improve the system efficiency. If we recommend that you require a Power Flush this work will be chargeable. Leaks occurring within the system, within one month following a Power Flush that are not covered, as the sludge often blocks and inherent leaks and in removal, water circulating freely will often find any joints previously sealed by the sludge.

Power Flush is a trademark.

Guarantees

Any guarantees do not affect your legal rights under the Sale of Goods Act 1979 and Supply of Goods and Services Act 1982.

You can obtain advice regarding your rights from a Citizens Advice Bureau or Trading Standards department.

Miscellaneous

If any of these terms are held to be invalid, unlawful or unenforceable, it shall not affect the enforceability of any of the remaining terms.

These terms constitute the entire agreement between you and us with respect to the subject to the subject matter hereof.

Law

These Terms shall be governed and construed in accordance with English Law and be subject to the exclusive jurisdiction of the English Courts.

Complaints

We will always do out best, however, if you have any issues that need to be addressed concerning our service, please phone us on 01395 899100 or write to us at Office, 35 Dart Avenue EX27FX.

Alternatively you can email us at info@devonheating.co.uk

We will try to deal with any matters immediately and will keep you informed of the process of our investigation at every stage.

What our customers think of
Devon Heating Services

Star Star Star Star Star

Outstanding service from these guys

Outstanding service from these guys. I called them regarding a leak on an old boiler and within 24 hours of their 1st visit had replaced the boiler at a very reasonable price. No mess - so the wife was happy. The whole system is working much better than it has in the life of the old boiler.

A great Job. Thank you.

Star Star Star Star Star

A very professional service

A very professional service. Friendly, and prompt. Used them for a few years, and every time the service has been brilliant.

Great bunch of guys.

Star Star Star Star Star

I cannot recommend Devon Heating highly…

I cannot recommend Devon Heating highly enough. Very fair quote, they started work on time, were so professional, neat and tidy, excellent attention to detail and eager to please. A rare find.