Terms & Conditions
These Terms & Conditions apply to the On Heating Home Care Plan provided by On Heating.
By joining the Home Care Plan, the customer agrees to the terms set out below.
1. The Home Care Plan
The On Heating Home Care Plan is designed to provide ongoing support for domestic heating systems and minor plumbing issues.
The plan includes:
- One annual boiler service
- One annual gas safety certificate
- Up to three standard weekday Home Care visits per year
- Priority customer status
- Heating system support
- Minor plumbing support
- Access to On Heating’s trusted local trades network
- 10% discount on qualifying major works over £1,000, once per membership year
The plan is intended for domestic residential properties only.
2. Monthly Cost
The Home Care Plan runs for an initial minimum term of 12 months.
At the end of the initial 12-month term, the plan will automatically renew into a new 12-month contract unless
cancelled in writing before the renewal date.
Each renewed contract will run for a further 12-month term. At the start of each renewed 12-month term, the customer will have a 30-day cancellation period. During this 30-day period, the customer may cancel the renewed contract by giving written notice to On Heating.
If no cancellation notice is received within the 30-day cancellation period at the beginning of the renewed term, the renewed contract will continue for the remainder of that 12-month term.
On Heating may send a renewal reminder before the end of each 12-month term, but the customer remains responsible for notifying On Heating in writing if they do not wish the plan to renew.
3. Minimum Term
The Home Care Plan runs for a minimum term of 12 months.
After the first 12 months, the plan will continue on a monthly rolling basis unless cancelled by either the customer or On Heating.
After the minimum 12-month term, the customer may cancel by giving 30 days’ written notice.
14. Annual Boiler Service
The plan includes one annual boiler service per membership year.
The service will be carried out during normal working hours, Monday to Friday, subject to availability.
The annual service includes standard servicing checks required to help confirm the boiler is operating safely and efficiently.
Any faults, repairs, replacement parts, or additional works identified during the service are not included in the monthly plan cost and will be quoted separately.
5. Gas Safety Certificate
The plan includes one annual gas safety certificate per membership year.
This covers the boiler and any other gas appliances agreed with On Heating at the time of inspection.
If additional appliances require inspection, or if remedial work is required before a certificate can be issued, this may be quoted separately.
6. Home Care Visits
The plan includes up to three standard weekday Home Care visits per membership year.
Each included visit allows for up to one hour of labour.
Included visits may be used for heating faults or minor plumbing issues, such as:
- Boiler faults
- Radiator issues
- Heating control faults
- Thermostat issues
- Motorised valve faults
- Pump issues
- Leaking pipework
- Dripping taps
- Minor plumbing faults
If a visit takes longer than one hour, any additional labour may be charged at On Heating’s standard rate.
Unused visits do not roll over into the next membership year.
7. Parts and Materials
Parts and materials are not included in the monthly Home Care Plan cost.
Any parts, materials, fittings, components, or specialist items required will be charged separately.
On Heating will advise the customer where parts or materials are required before carrying out chargeable work, unless immediate work is required to make the property safe.
8. Priority Customer Status
Home Care Plan customers receive priority booking over non-plan customers wherever possible.
On Heating aims to attend Home Care customers within three working days where reasonably possible.
This is subject to engineer availability, workload, weather conditions, supplier delays, access to the property, and the nature of the issue.
Priority status does not guarantee same-day attendance.
9. Evening and Weekend Call-Outs
Evening and weekend call-outs are not included in the Home Care Plan.
If a customer requires attendance outside normal working hours, this will be charged at On Heating’s standard evening or weekend rate.
10. Major Works Discount
Home Care Plan customers receive a 10% discount on qualifying major works over £1,000.
This may include boiler installations, heating system upgrades, and larger plumbing or heating works.
The 10% discount can be used once per membership year.
The discount applies to qualifying works carried out by On Heating and does not apply to third-party services, specialist subcontractor costs, supplier price increases, or works already discounted.
The discount cannot be exchanged for cash or applied retrospectively to previous works.
11. Trusted Trades Network
Home Care Plan customers may ask On Heating for recommendations for trusted local tradespeople.
This may include trades such as electricians, builders, roofers, decorators, or other local contractors.
Any recommended tradesperson or company will be separate from On Heating unless stated otherwise.
On Heating is not responsible for the pricing, availability, workmanship, insurance, conduct, or guarantees of third-party tradespeople or companies.
Customers should make their own checks before instructing any third-party trade.
12. What Is Not Included
The Home Care Plan does not include:
- Parts or materials
- Boiler replacement parts
- System upgrades
- Power flushing
- Chemical cleaning
- Sludge or scale related issues
- Pre-existing faults
- Faults caused by poor installation by others
- Faults caused by misuse, neglect, damage, or lack of maintenance
- Emergency evening or weekend call-outs
- Bathroom replacement works
- Drainage works
- External underground pipework
- Specialist access equipment
- Work on unsafe or inaccessible systems
- Repairs to appliances or systems On Heating is not qualified or insured to work on
On Heating may refuse to work on any system considered unsafe, unsuitable, excessively worn, poorly
installed, or beyond economical repair.
13. Fair Usage
Home Care membership includes up to three standard weekday visits per membership year, each including up to one hour of labour. Parts and materials are chargeable where required.
The plan is subject to fair usage.
If On Heating believes the plan is being misused, or that the level of call-outs is unreasonable, On Heating reserves the right to review, restrict, or cancel the plan by giving written notice.
14. Property Access
The customer must provide safe and reasonable access to the property, boiler, controls, pipework, and any relevant areas required for inspection or repair.
If On Heating cannot gain access at an agreed appointment time, the visit may still count as one of the included Home Care visits.
A missed appointment charge may apply if access is not provided without reasonable notice.
15. Pre-Existing Faults
The Home Care Plan does not cover pre-existing faults.
If a fault is found shortly after joining the plan, On Heating reserves the right to treat the issue as pre-existing.
In some cases, On Heating may require an initial inspection before fully accepting a property onto the Home Care Plan.
Any remedial work required before the plan can continue may be quoted separately.
16. Safety and System Condition
On Heating may refuse to cover or continue covering a heating or plumbing system if it is considered unsafe, poorly maintained, incorrectly installed, inaccessible, obsolete, or beyond economical repair.
Where a system is found to be unsafe, On Heating will advise the customer of the issue and any recommended action.
The customer remains responsible for approving and paying for any required remedial work.
17. Cancellation by the Customer
The customer has the right to cancel the plan within the first 14 days of signing up, unless they have requested that services begin during this period.
If the customer asks On Heating to start providing services during the 14-day cancellation period, the customer may be required to pay for any services already provided.
After the initial 14-day cancellation period, the plan continues for the minimum 12-month term.
After the minimum term has ended, the customer may cancel by giving 30 days’ written notice.
Cancellation requests should be made in writing by email or another agreed written method.
18. Cancellation by On Heating
On Heating may cancel the Home Care Plan if:
- Monthly payments are missed
- The customer provides false or misleading information
- The customer is abusive or threatening to staff or engineers
- The property or system is unsafe to work on
- Access is repeatedly not provided
- The plan is being misused
- The system is unsuitable for ongoing cover
- On Heating is no longer able to reasonably provide the service
Where possible, On Heating will provide written notice before cancelling the plan.
19. Missed Payments
If a monthly payment is missed, On Heating may pause the Home Care Plan until the account is brought up to date.
On Heating may refuse to attend non-urgent appointments while payments are outstanding.
If payments remain unpaid, On Heating may cancel the plan and request payment of any outstanding balance due under the minimum 12-month term.
20. Moving Home
The Home Care Plan applies only to the property registered at the time of sign-up.
If the customer moves home, the plan does not automatically transfer.
On Heating may agree to transfer the plan to a new property, subject to location, system condition, and inspection.
21. Changes to the Plan
On Heating may update these Terms & Conditions from time to time.
Customers will be notified of any significant changes before they take effect.
22. Liability
On Heating will carry out work with reasonable care and skill.
On Heating is not responsible for loss or damage caused by existing faults, hidden defects, poor installation by others, inaccessible pipework, customer misuse, or events outside its reasonable control.
Nothing in these terms affects the customer’s statutory rights.
23. Contact Details
For questions about the Home Care Plan, appointments, payments, or cancellation, please contact:
On Heating
Phone: 07919 907210
Website: www.onheating.co.uk
