Home Care Plan Terms & Conditions

Who these terms are with

The Home Care Plan is provided by On Heating, a trading name of Pierson Heating Ltd, a company registered in England and Wales under company number 11909173. In these terms, "we" and "us" mean On Heating, and "you" means the person who joins the plan.

Registered office

Projects Nile House, Nile Street, Brighton, East Sussex, BN1 1HW

Trading address

12 Margery Rd, Hove, BN3 7GQ

Email

[email protected]

Telephone

01273 110667

Gas Safe Register

Registration number 533622

VAT registration

GB 313 1326 55

These terms apply to the Home Care Plan and to nothing else. Work we carry out that is not part of the plan, including anything we quote for separately, is covered by our Terms of Use and by your rights under the Consumer Rights Act 2015. By joining the plan you agree to the terms below. The plan is for domestic residential properties only.

1. What is included

The plan includes:

• one annual boiler service;
• one annual gas safety certificate;
• up to 3 standard weekday Home Care visits per membership year;
• priority customer status;
• heating system support;
• minor plumbing support;
• access to our trusted local trades network; and
• 10 per cent off qualifying major works over £1,000, once per membership year.

2. Price, minimum term and renewal

The plan costs £25 a month including VAT, collected by Direct Debit, card payment or another method we agree with you. That is the total amount you pay each month. There is nothing to add to it.

The plan runs for an initial minimum term of 12 months. At the end of that term it renews automatically into a new 12 month contract unless you cancel in writing before the renewal date. Each renewed contract runs for a further 12 months.

At the start of each renewed term you have a 30 day cancellation period. During that period you may cancel the renewed contract by giving us written notice. If we do not receive notice within those 30 days, the renewed contract continues for the rest of that 12 month term.

3. Annual service and gas safety certificate

One annual boiler service and one annual gas safety certificate are included per membership year. Appointments are during normal working hours, Monday to Friday, subject to availability.

Any faults, repairs, replacement parts, additional appliances or further work found during the service are not included and will be quoted separately.

4. Home Care visits

The plan includes up to 3 standard weekday Home Care visits per membership year, with up to 1 hour of labour included per visit. Visits may be used for heating faults or minor plumbing issues, including boiler faults, radiator issues, heating controls, thermostats, pumps, motorised valves, leaking pipework, dripping taps and minor plumbing faults.

Additional time may be charged at our standard rate. Unused visits do not roll over to the following year.

5. Parts and materials

Parts, fittings, materials, components, specialist items and boiler replacement parts are not included, and will be charged separately. We will tell you what the work will cost before we carry out anything chargeable, unless immediate work is needed to make the property safe.

6. Priority status

Home Care customers are given priority booking over customers who are not on a plan, where possible. We aim to attend Home Care customers within 3 working days where reasonably possible.

That is an aim rather than a guarantee. It depends on engineer availability, workload, weather, supplier delays, access to the property and the issue reported. Priority status does not guarantee same day attendance.

7. Evenings and weekends

Evening and weekend call-outs are not included in the plan. If you need us outside normal working hours, that visit is charged at our standard evening or weekend rate.

8. Major works discount

Home Care customers receive 10 per cent off qualifying major works over £1,000, once per membership year. This may include boiler installations, heating upgrades and larger plumbing or heating work carried out by us.

The discount does not apply to third party services, specialist subcontractor costs, supplier price increases, work that is already discounted, or work carried out before you joined. It cannot be exchanged for cash.

9. What is not included

The plan does not cover:

• parts, materials or boiler replacement parts;
• system upgrades;
• power flushing, chemical cleaning, and sludge or scale related issues;
• pre-existing faults;
• faults caused by poor installation by somebody else, misuse, neglect, damage or lack of maintenance;
• evening or weekend emergency call-outs;
• bathroom replacement work;
• drainage work and external underground pipework;
• specialist access equipment;
• unsafe or inaccessible systems; and
• work on appliances or systems we are not qualified or insured to work on.

10. Pre-existing faults and the condition of your system

Pre-existing faults are not covered. If a fault appears shortly after you join, we may treat it as pre-existing. We may ask to carry out an initial inspection before we fully accept a property onto the plan, and any remedial work needed before the plan can continue will be quoted separately.

We may refuse to work on, or to continue covering, any system we consider unsafe, unsuitable, poorly installed, excessively worn, inaccessible or beyond economical repair.

11. Fair usage

Membership includes up to 3 standard weekday visits per membership year, each including up to 1 hour of labour. Parts and materials are chargeable where they are needed.

The plan is subject to fair usage. If we believe it is being misused, or that the number of call-outs is unreasonable, we may review, restrict or cancel the plan by giving you written notice.

12. Access to your property

You need to give us safe and reasonable access to the property, the boiler, the controls, the pipework and any other relevant areas. If we cannot get in at an agreed appointment time, that visit may still count as one of your included Home Care visits, and a missed appointment charge may apply if you have not given us reasonable notice.

13. Trusted trades network

You are welcome to ask us to recommend a local tradesperson. Anybody we recommend is a separate business from us unless we say otherwise, and we are not responsible for their pricing, availability, workmanship, insurance, conduct or guarantees. Please make your own checks before instructing any third party trade.

14. Cancelling the plan

Your right to cancel in the first 14 days

Because the plan is agreed over the phone or at your home, you have 14 days from the day you join in which you can cancel it for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.

If you ask us to start providing the plan during those 14 days, you keep the right to cancel, but you pay for what we have already provided up to the point you cancel.

After the first 14 days

Once the 14 days have passed, the 12 month minimum term applies. You can stop the plan renewing by giving us written notice before the end of the current term.

If the plan has already renewed into a new 12 month contract, you can cancel that renewal by giving us written notice within the first 30 days of the renewed term. If you do not, the renewed contract continues for the rest of that term.

How to give us notice

Written notice means an email to [email protected] or a letter to 12 Margery Rd, Hove, BN3 7GQ. Please include your name and the address the plan covers. We will confirm that we have received it, so if you do not hear back from us, please call 01273 110667 and check.

15. Missed payments, and cancellation by us

If a monthly payment is missed we may pause the plan until the account is up to date, and we may decline non urgent appointments while a payment is outstanding. If payments remain unpaid we may cancel the plan and ask for any balance still due under the minimum term, or under the renewed term that applies at the time.

We may also cancel the plan if:

• false or misleading information has been given to us;
• access is repeatedly not provided;
• the plan is being misused;
• anybody at the property is abusive or threatening to us;
• the property or the system is unsafe; or
• we are no longer reasonably able to provide the service.

16. Our responsibility to you

We will carry out work under the plan with reasonable care and skill. We are not responsible for loss or damage caused by existing faults, hidden defects, poor installation by somebody else, inaccessible pipework, misuse, or events outside our reasonable control.

If something goes wrong

Tell us. Email [email protected] or call 01273 110667. We will acknowledge your complaint and tell you what we are doing about it. We would much rather hear about a problem than have you live with it.

Your information

What we do with the information you give us, including the details on a Home Care Plan application, is set out in our Privacy Policy.

Law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts there.

If any part of these terms turns out to be unenforceable, the rest of them continue to apply.

Applying for the plan

There is no online sign up. Every application is read by us, we talk it through with you, and the plan starts only once you have agreed a start date with us. You can read what the plan includes and apply on the Home Care Plan page.

Changes to these terms

16 August 2026

First published. Replaces the holding page that stood here while the terms of the plan were being confirmed.