Serviceplan Summary
What the agreement provides:

• Labour and parts for repairs, depending on the level of service you have chosen
• One service and maintenance inspection in every year of your service plan agreement
• No limit to the number of call-outs to carry out work, depending on the agreement level you have selected
• Priority breakdown service
• A priority customer helpline – 01948 822022
• Advice about your central heating system from our experienced engineers

PH Jones Serviceplan Options
Each level of service plan provides a different level of cover (described below). There are 3 levels of service plan:

• Platinum – covers central heating system, including boiler, controls, radiators and pipework, includes call-out, labour and parts
• Gold – covers boiler and boiler controls, includes call-out, labour and parts
• Silver – annual boiler service, reduced labour and parts

Annual Service & Maintenance Inspection
The service engineer will service (i.e. clean according to manufacturers instructions) the boiler once per year. The engineer will also check the safe operation of the boiler. This inspection will be carried out shortly after commencement of your service plan cover. The PH Jones engineer will fill in a safety inspection report and will provide you with a copy of this report for your records. Where possible, this inspection will be carried out within 14 days of your initial request. However, as we give priority to breakdowns, it may be later if we are experiencing a busy period. If this inspection reveals a problem, we may:

• Inform you of the work required and what it will cost you for that work to be carried out
• Cancel the agreement and refund any money you have paid, less the cost of the initial inspection
• Advise you of an alternative product that is available to you

We will carry out a safety and maintenance inspection once in every year of your agreement. We will aim to carry out the annual inspection around the same time each year, where possible, depending on our workload and your appointment preferences. Should you wish to arrange or rearrange your annual inspection, please telephone us at any time. It is the responsibility of the customer to ensure that access to the property is made available for the engineer.

Cancellation Policy
We will cancel your agreement if:

• You have given false information
• You do not make an agreed payment
• We find something wrong at the initial inspection
• We are not reasonably able to find parts to keep your system or appliance working safely
• Circumstances arise (including health and safety issues) which make it inappropriate, in our opinion, for the contract to continue

If we cancel your contract we will:

• Give you a full refund if we find something wrong at the initial inspection, minus the cost of carrying out the initial inspection
• Give you a refund based on how long is left of any 12 month advance payment.

There will be a minimum payment of the price of a non-contract service if we have already carried out work or an inspection.

You may also cancel your agreement immediately, either after us letting you know about changes in 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 the contract.

You may cancel your agreement at any time. There will be a minimum charge of £45.00 if we have carried out an initial inspection or any other work. If you pay monthly by Direct Debit, and you have not yet paid the minimum amount of £45.00 when you cancel, you will be required to pay the outstanding amount to PH Jones.

Spare Parts
If we do not carry the spare parts your repair needs on the day, we use a central stock of parts, which means we can get hold of most items on the following working day. Otherwise we will do all we reasonably can to obtain parts from our suppliers.

Customer Query Policy
If you have any queries regarding your invoice, please report these queries in writing to PH Jones within 7 days of receipt of the invoice. PH Jones will respond to your initial query within 7 days of receipt of your letter.

Servicing Appointment Procedures
Upon booking an appointment for a boiler service, you will be given the opportunity for the following appointment slots:

• First Call: 8:30am - 9:30am
• Morning Appointment: 8:00am – 1:00pm
• Afternoon Appointment: 11:30am – 5:00pm

These appointments may be subject to change. If we are experiencing a particularly busy period, we may have to give priority to breakdowns, therefore your appointment slot could be subject to change, or it may have to be rearranged.

Priority Breakdown Service
All of our Service Plan customers are offered a Priority Breakdown service. This means that we will endeavour to attend your breakdown call the same day providing that you telephone us before 3.00pm Monday to Friday and before 12noon on Saturday. If you telephone us on Sunday, we will endeavour to attend the breakdown the following day. This service is exclusively available for our Service Plan customers.

For non-Service Plan customers we will attend the boiler breakdown as soon as possible. However as we give priority to Service Plan customers, if we cannot attend the breakdown the same day that you report the breakdown to us, we will endeavour to attend the following day.

Silver Serviceplan

• Comprises one annual boiler service (to maintain your boiler) and a safety check
• Discounted labour and parts charges
• Priority breakdown service guarantees an engineer will endeavour to get to your breakdown on the same day, provided that you call before 3pm Monday – Friday, and before 12noon Saturday

Gold Serviceplan

• Comprises one annual boiler service (to maintain your boiler) and a safety check
• No callout and labour charges
• No charge for central heating boiler parts & boiler control parts
• Priority breakdown service guarantees an engineer will endeavour to get to your breakdown on the same day, provided that you call before 3pm Monday – Friday, and before 12noon Saturday

Platinum Serviceplan

• Comprises one annual boiler service (to maintain your boiler)
• Initial safety check for your central heating system – first year only
• Cover of the whole central heating system, including radiators and pipework
• No callout/labour charges
• No charge for central heating boiler parts & control parts
• Priority breakdown service guarantees an engineer will endeavour to get to your breakdown on the same day, provided that you call before 3pm Monday – Friday, and before 12noon Saturday

Silver Cooker Contract

• Comprises one annual cooker service
• Discounted labour and parts charges for silver cooker contract customers
• Priority breakdown service guarantees an engineer will endeavour to get to your breakdown on the same day, provided that you call before 3pm Monday – Friday, and before 12noon Saturday

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

• A gas safety inspection for a gas appliance in your home
• Completion of the Landlords Gas Safety Certificate (CP12)• We provide professional advice if any defects are found

Any other gas appliances in the rented property can be individually serviced or safety-inspected for an extra cost. After the necessary inspections on the selected gas appliances, we will then provide you with a Gas Safety Certificate, showing that we have done a safety inspection, which will include details of any faults we have found and any repairs that are needed. These can be carried out at an extra cost.

Landlords Safety Certificate Plus Emergency Breakdown Cover
Includes all of the above, plus:

• Annual boiler service
• Covers call-out, labour and parts
• Priority Breakdown Service
• Tenant able to contact PH Jones directly to arrange a visit to the breakdown

We will carry out the safety inspections that are needed at the same time as the annual boiler service. We will only check and issue a Gas Safety Certificate for the appliances that are included on your Landlords agreement.

Gaining access to your property
It is your responsibility to let us into your property. If we cannot gain access to your property to carry out the necessary work, we will tell you and arrange another appointment. If, after several attempts, we still cannot gain access, we may cancel your agreement. We will tell you in writing if this is the case.

Definitions

1. Central Heating System
Includes pump, thermostatic valves, motorised valves, cylinder thermostat, time, pressure and temperature controls, radiators, pipework, cylinder, feed and expansion tank, duct work and heat emittors, together with integral circulator providing hot water, pump isolating valves.

2. Boiler Parts & Control Parts
Includes circulating pump, time and temperature controls, solenoid valve, thermocouple lead, pilot burner, pilostat, gas cock, piezo igniter, electrodes, thermostats, governor, atmospheric burner, radiants, boiler relays, overheat stat, valve printed circuit board, burner fan, drive coupling, fuel pump, blast tube, combustion head, burner motor, photo cell, limitstat, burnerbaffle, solenoid coil, control box, jets.

3. Sameday Service
PH Jones Ltd will endeavour to attend to a breakdown the same day of the call subject to labour availability and work load providing you telephone us before 3.00pm Monday to Friday, before 12 noon Saturday. Sunday is not included. If you call on Sunday, we will endeavour to attend the breakdown the following day.

4. Service and Safety Check
The service engineer will service (i.e. clean and adjust) the boiler. The engineer will also check the safe operation of the boiler.

5. Payment and Renewal
PH Jones Ltd reserves the right to refuse renewal of Service Plan cover, or to offer a reduced level of cover. We reserve the right to cancel any contract at our discretion. You can choose to pay for the Service Plan either annually in advance, or by monthly Direct Debit instalments. Your Service Plan remains valid for as long as payment is continued and is subject to a termination by appropriate notice from the customer or PH Jones Ltd. Should you wish to cancel your Service Plan contract, please provide PH Jones with 28 days notice in writing and refer to our cancellation policy above.
 
6. Spare Parts
PH Jones Engineers carry commonly used spare parts on their vehicles. Should they not have the spare part available, we will contact our suppliers to order the spare part, and will arrange a convenient date to fit the part on your behalf. PH Jones Ltd shall not be held responsible for any delay in the provision of spare parts by suppliers. The Service Plan contract does not include the replacement of the central heating appliance(s) or other appliance(s) in the event of spare parts or components not being reasonably available.

7. Acceptance
Acceptance of a central heating system or component on to a Service Plan contract does not imply that it has been installed to the requirements or standards of PH Jones Ltd. PH Jones will not accept responsibility for inadequacy attributable to the original design and makes no warranty for this.

Exclusions

1. Adjustments to time and temperature controls
2. Any domestic water supply from the hot water cylinder or the gas appliance up to and including the taps
3. The cold water supply tank, it’s feed and outlets
4. Any defects or inadequacy attributable to the original design of the central heating system.
5. The changing of non-valved circulating pumps
6. The fabric of the building including pipework or fluework buried in it
7. Any defect caused by wilful or malicious action, negligence, misuse or third party interference, including problems caused by shortage of fuel
8. Any defect or damage caused by fire, lightning, explosion, flood, storm, tempest, frost, impact or extraneous cause
   Consequential loss or damage arising as a result of a defect occurring in the central heating appliance(s)
9. Any defect occurring from a failure of public electricity or water supply
10. Any central heating boiler exceeding 60kw
11. Boilers 10 years old and over
12. Oil tank, oil line, fire valves and filters
13. Flue integrity
14. Unblocking of condense waste pipe

Payment by Direct Debit
The Direct Debit Guarantee:

• This guarantee is offered by all banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Buidling Society.
• If the amounts to be paid or the payment dates change, PH Jones Limited will notify you 10 working days in advance of your account being debited or as otherwise agreed. 
• If an error is made by PH Jones Limited or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.
• You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of the letter to us.

We will notify you in advance of any changes to amounts to be paid or the payment dates (normally 10 working days in advance)

Cancelling your Direct Debit
You can cancel a Direct Debit at any time and the process is very straightforward. Simply contact your bank or building society; if this is by phone or Internet, written confirmation may be required. You must also contact PH Jones to notify us that you wish to cancel payment by Direct Debit.
 
Your bank or building society can make the cancellation up to and including the due date, but try not to leave it until the last minute or you run the risk of a payment being made. Remember that cancelling the Direct Debit simply stops paying PH Jones. If you carry on receiving our services then you will have to organise an alternative payment method, and if you cancel the service you will be required to make any payments due under the cancellation policy above.

The information you should provide your bank or building society with in order to cancel is: 

• The name of the organisation being paid (PH Jones)
• The branch sort code
• Your bank or building society account number
• Your customer reference with PH Jones

The more information you can give, the easier it will be for the bank or building society to action. PH Jones will not collect money from your account after you have cancelled your agreement.

Direct Debit Payments
The Serviceplan will be paid for by 12 monthly payments, as follows: