Maintenance Care Plans

1 - Service and Support Plans - Only available to The Flat Company & Saltouns Landlords. Prices inc VAT.

Annual Maintenance Care Plans include:

• Annual Gas Safety Certificate (CP12).
• Annual Electrical (PAT) Certificate.
• Annual Smoke Alarm Service and Test Certificate (Q1 Only). Q2, Q3 & Q4 Smoke Alarm Service & Test for HMO properties are not included.
• Annual Boiler Service.
• Unlimited access to our 24/7 support.

Annual Boiler Service

We will contact your tenant to arrange an authorised service technician to visit and perform an annual service. This will be carried out during the Annual Landlord Gas Safety Inspection.

Landlord Gas Safety Inspection

We will carry out a Landlord Gas Safety Inspection. Each year we will contact your tenant to arrange for an authorised service technician to visit your property and carry out a gas safety check of the gas meter, gas pipework (from the gas meter) and up to a maximum of three gas appliances located at your property. If the property is vacant, we will arrange access with The Flat Company/Saltouns to carry out the checks.

2 - Price, Payments & Fixed Fees

Price and Monthly Payments

The Monthly Charge you pay for your plan is set out above. The amount you pay each month is charged to your Flat Company or Saltouns property account. All prices include the relevant taxes at the current rate.

Your monthly charge won’t increase during the 12-month period unless the government introduces a change in any relevant tax rate, in which case it will only increase by the amount of the increased tax.

3 - Contract Term, Renewal & Cancellations

Contract Term

Your contract term is 12 months (1 Year) and starts on the start date set out above (Start Date) and continues until it is terminated in accordance with this agreement.

Cancellation

You are free to leave the agreement at the end of each contract term by giving us notice (by telephone or in writing) in the last 28 days of that year. If you end your agreement by giving us notice within 14 days of:

• The Start Date, then, provided we haven’t carried out any work, we will refund you everything you have already paid in that period.
• The Start Date, and we have carried out work or supplied goods, you will have to pay us for the work we have done, and any goods supplied.
• Us notifying you of an increase in your fixed fee, then no further charges will apply from the time of us receiving your notice and ending your agreement.

We may end your agreement at any time if:

• The property ceases to be managed by The Flat Company Ltd or Saltouns Ltd
• You give us false or incorrect information.
• You fail to pay for your plan.
• You use threatening or abusive behaviour or language.
• Your system is deemed by us to be unsuitable for our support plans.

We will let you know if we end the agreement. If we end the agreement you will be required to pay a termination fee. The termination fee will be the lesser of the annual price you would have paid for the remainder of the year and our charges for any goods and services we have provided from the Start Date.

We will work out the termination fee and the cost of any services supplied using the following scale of charges:

• Boiler Service or Landlord Gas Safety Inspection - £90
• Boiler Service and Landlord Gas Safety Inspection (CP12) combined - £120
• Electrical Portable Appliance Test (PAT) - £90
• All completed boiler or central heating repairs - £190 each
• Any other completed repairs - £90 each

Renewals

We aim to send you a renewal notice by email 28 days before the end of your fixed price term showing the annual price you will pay to continue. We’ll keep renewing your agreement automatically, unless you contact us and ask us to cancel during the last 28 days, prior to the renewal date.

4 - Terms & Exclusions

General Terms

This is a service agreement. It is not a contract of insurance nor regulated by the Financial Conduct Authority.

Any benefit under this service agreement related to the occurrence of an uncertain event will be provided at our absolute discretion.

The law of Scotland applies to this agreement and how it is interpreted.

We will use your personal data in accordance with our privacy policy which is stated on our website www.hauswerk.co.uk/privacy-policy

We will carry out our obligations under this agreement within a reasonable time unless we cannot do so due to circumstances which are beyond our reasonable control.

Nobody other than you can benefit from this agreement.

All repair work is guaranteed for 30 days from the date of repair completion.

We may at any time transfer any or all our rights or responsibilities under this agreement to any other organisation. We will tell you as soon as we reasonably can if we do so. We may also sub-contract anything we have agreed to do under this agreement. None of this affects your rights.

We may make changes to these terms and conditions. If we make changes which are not in your favour, we will tell you about them. If you do not accept the changes, you may end this agreement without any cancellation fees.

All parts and materials supplied by us shall be standard parts commonly used in the industry and purchased from a reputable specialist heating supplier. We shall not be responsible for the cost of a “like for like” replacement part to the extent that the cost of that replacement part exceeds the cost of an equivalent standard part.

General Exclusions

We will not assist or provide support with any:

• Faults that existed before you entered into this agreement or within the first 14 days after entering into this agreement.
• Systems or appliances that haven't been installed, maintained and used in accordance with manufacturer’s instructions and or current regulations or best practice.
• Replacement of heat exchangers or repairing faults caused by limescale, sludge (namely, dirty water contaminated by particles of dirt, rust or other foreign contaminants, deposited as water passes through the components of the central heating system), or other debris.
• Systems that are powered by anything other than natural gas.
• Non-standard systems or parts.
• Trace and access (work required to locate the fault).
• Upgrades or improvements to your system.
• Problems relating to steel, lead or iron pipes.
• Damage we have caused in order to carry out any repair or maintenance that you have requested.
• Damage linked to or caused by the supply of your gas, water or electricity.
• Showers and shower pumps.
• Faults or damage caused by a third party.
• Issues that don’t affect how your system works.
• Intermittent faults which cannot be identified at the time of the approved engineer’s attendance.
• Boilers or systems that are not solely used for domestic purposes and situated completely within a domestic property.
• Systems that have pipework 35mm or more in diameter, a commercial gas meter or any other work that our engineer advises require commercial gas qualifications to complete a repair.
• Issues where we reasonably consider that there is a health and safety risk.
• Maintenance work required to keep your systems in good working order.
• Replacement of consumables (such as external fuses, batteries, seal/gaskets, fuel).
• Faults that haven't been reported within 24 hours of you becoming aware of them.
• Seals and grouting, which generally fill gaps between tiles and sanitary ware.
• Frozen pipes or any faults caused by freezing.
• Damage that is covered by any insurance policy.
• Parts/equipment still under manufacturer’s warranty.
• Faults that arise between tenancies if you are a Landlord.
• Boilers that have been flooded or submerged in water.

Boiler is Beyond Economical Repair (BER)

We may deem your boiler BER if:

• The manufacturer of your brand of boiler advises us in writing that your boiler is BER.
• The parts for your boiler are no longer stocked by the manufacturer of your boiler.
• One of our Gas Safe registered engineers advises that the boiler is BER due to damage that has been caused by another fault.
• Your boiler needs to be removed from the wall in order to complete a repair.
• Your boiler is over 15 years old and multiple parts are required to correct the current fault.

Boiler Replacement or Contribution towards a new boiler

• If your boiler is under seven years old and we deem it BER (beyond economical repair), we may decide to replace your boiler.
• If your boiler is seven years old or more and we deem it BER, we may pay a contribution towards a new boiler. The contribution will be a refund of any monthly payments (excluding any fixed fees) you have made to us during the current term of your agreement up to a maximum of £350.

We will only consider a boiler replacement or contribution towards a new boiler if:

• You can supply the installation commissioning checklist and service history to show that your boiler has been installed and maintained in accordance with the manufacturer’s instructions.
• None of the faults were subject to our general exclusions or system specific faults which we advise we cannot help with.
• You have been an active customer of ours for at least 6 months.

In addition,

• We will only ever cover the cost of replacement boilers that have been supplied and installed by us.
• Any replacement will be suitable for your property, but we shall not be responsible for the cost of a “like for like” replacement.
• We are not responsible for the costs of any upgrades required to meet current regulations.
• If you’re not eligible for a boiler replacement or a contribution towards a new boiler then you will be entitled to cancel this agreement without any termination fee.

System Specific Terms

Boiler & Controls

We can help with:

• The breakdown of standard parts of a domestic natural gas boiler, standard associated thermostats, frost stats, clocks, timers and programmers.

We cannot help with:

• Boiler models: Potterton Powermax, Britany, Chaffoteaux, Simi, Servowarm and Elm Le Blanc.
• Smart or internet connected thermostats or devices.
• Resetting/reprogramming your controls or replacing batteries.
• The boiler flue (namely, the pipe used to remove waste gases produced by the boiler) and flue terminal.
• Combined cooking and heating or power and heating appliances. or
• Accidental damage or anything other than fair wear and tear.

Central Heating System

We can help with:

• Breakdown of standard parts of the associated heating and hot water system including pumps, motorised valves, radiator valves, pipework and parts and fittings associated with the hot water feed and expansion tank.

We cannot help with:

• Servicing, clearing, replacing or repairing magnetic filtration devices.
• Non-standard parts or systems including towel rails, towel rail valves and curved radiators.
• Airlocks or the balancing and venting of radiators.
• Replacing radiators, water tanks or cylinders that cannot be repaired.
• Electric immersion heaters and condensate pumps.
• Parts of a system that are specifically designed for underfloor heating, swimming pools and renewable energy.
• Unvented hot water, thermal storage, warm air, or systems that require specialist work or qualifications.
• Accidental damage or anything other than fair wear and tear.

Hot and Cold Pipes

We can help with:

• Leaks on the hot and cold water pipes inside your property between the stopcock and your taps or appliances

We cannot help with:

• Appliance connections such as flexible washing machine and dishwasher hoses.
• Accidental damage or anything other than fair wear and tear.

Gas Supply Pipes

We can help with:

• Gas leaks on copper gas pipes inside your property which supply gas to your gas appliances from a domestic gas meter

We cannot help with:

• Hoses and gas connections on the gas meter cooker, hob gas fire or any other appliance other than the boiler.
• Accidental damage or anything other than fair wear and tear.

Water Supply Pipes

We can help with:

• Burst mains water supply pipes on your property that you are responsible for

We cannot help with:

• Accidental damage or anything other than fair wear and tear.

Drains

We can help with:

• Leaking or blocked standard domestic internal or external drains that you are responsible for within your boundary

We cannot help with:

• Shared drains for which you are not solely responsible.
• Drains that have collapsed or been damaged by tree roots.
• Blockages caused by non-flushable items such as fat, nappies, baby wipes, toilet fresheners or any other items that should not go down the drain.
• Waste fittings that connect your internal waste pipes to your sanitary ware such as plug holes pop up waste and sanitary overflow fittings.
• Rainwater guttering and downpipes, manholes and their lids, soakaways, cesspits, drainage pumps, macerators, septic tanks, treatment plants and their outflow pipes.
• Accidental damage or anything other than fair wear and tear.

Taps & Toilets

We can help with:

• Repairs to standard dripping or seized taps, and replacement of non-ceramic tap washers.
• If your tap(s) cannot be repaired, we may be able to replace them providing they are easily accessible, but you would be required to source and supply the taps.
• Standard toilets that are leaking, blocked, not filling, not flushing or overflowing, including standard mechanical parts that are available from major UK trade suppliers.
• If you have a standard toilet that requires non-standard mechanical parts or parts that are not readily available from major UK trade suppliers and we are not able to replace them with standard parts, you would be required to source and supply the parts for us to complete the repair.

We cannot help with:

• Electric toilets, Saniflows and/or macerators.
• Non-standard toilets such as wall mounted, concealed or pressurised toilets.
• Toilets that need to be removed to complete a repair or toilets that cannot be repaired and require replacing.
• Repairing or replacing sanitary ware - which is ceramic or other such as sinks, basins, baths or toilet bowls.
• Accidental damage or anything other than fair wear and tear.

Electrics

We can help with:

• The mains wiring & electrics, circuit breakers, light fittings, consumer units (fuse boards), switches and sockets inside your property that connect to the main supply.

We cannot help with:

• Electrical appliances, burglar alarms and camera systems, shower pumps, cooker extractor hoods, storage and panel heaters, underfloor heating, swimming pools, controls, pumps, detectors, electrical plugs, rewiring and solar panels and their invertors.
• Supply cables up to the fuse box or mains isolation switch if fitted.
• Outside lighting or any electrical equipment located in out buildings or outside of your property.
• Rubber or lead wrapped cables.
• Replacing or upgrading fuse boards or consumer units.

Joinery and Handyman Repairs

What we can help with:

• General adjustments to doors, blinds, curtain rails and repairing of furniture where possible.

What we cannot help with:

• Replacing of silicon seals.
• Accidental damage other than fair wear and tear.
• Supplying of blinds or curtains.
• Replacing of locks and keys.

5 - Contact Details

Contact Details

Email: hello@hauswerk.com

Telephone: 0330 1359445

Opening Hours

For non-emergency assistance we are open 9:00am to 5:00pm, Monday to Friday (except public holidays).

Our emergency support line (telephone 0131 226 7733) is open 24/7 for assistance:

Complaints

If you have a complaint you can:

Call us on: 0330 1359445 Monday to Friday between 9:00am and 5:00pm.

Email us at: hello@hauswerk.co.uk