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Version 1, April 2015

Business CarePlan Terms and Conditions

britishgas.co.uk/business

3Business CarePlan Terms and Conditions: Version 1, April 2015

Contents Thank you for choosing British Gas Business CarePlan

1. Introduction to Your Terms and Conditions We have designed these products to provide a safe, high-quality service to repair and maintain the elements included in Your Agreement.

It is important You read these terms and conditions carefully, together

with Your Statement confirming the products You hold, as these form the basis of Your Agreement with us. If anything is not correct on Your Statement, or if You have any questions, please call us on 0845 071 4444.

About the Product and Agreement You’ve chosen

Annual Service

Unlimited callouts

Labour included

Parts included

Appliance (A) or Full System (FS) covered

CarePlan 1 3 A

CarePlan 2 3 3 3 A

CarePlan 2S 3 3 3 FS

CarePlan 3 3 3 3 3 A

CarePlan 3S 3 3 3 3 FS

2. Definitions used in Your Terms and ConditionsWherever the following words and phrases appear, they will have the following meaning:

Agreement means each CarePlan agreement You have with us (section 6 of these terms and conditions sets out the different CarePlan products we offer and the relevant terms for them which are in each case also subject to all the other provisions of these terms and conditions).

Appliance means the nominated mains gas appliance (such as a boiler) under Your British Gas CarePlan agreement.

Annual Service means a single annual visit we carry out in each Period of Agreement to check that the elements included in Your Agreement are safe and in good working order. You can find more details in the section headed ‘General Conditions’.

Consumer means a person who is not a limited company or registered charity and to whom the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply.

British Gas Trading Limited is the legal entity of British Gas that supplies gas and electricity to business customers.

British Gas (Commercial) Services Limited is the legal entity of British Gas Services that supplies energy services to business customers.

Direct Debit Provider means the provider of Your Direct Debit solution, this may be provided by a 3rd party provider, You will be notified of Your provider when Your payment plan is set-up.

1. Introduction to Your Terms and Conditions 3

2. Definitions used in Your Terms and Conditions 3

3. General Conditions that apply to all Agreements 4

4. General Conditions – Cancellation 11

5. General Exclusions that apply to Your Agreement 13

6. British Gas CarePlan Agreements 16

7. Using Your information 20

8. The Direct Debit Guarantee 24

9. Frequently asked questions 25

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Email us with any questions: [email protected]

First Service (for Agreements that need a First Service) means a visit we carry out towards the beginning of Your first Period of Agreement to confirm we can accept the elements included under Your Agreement. You can find more details in the section headed ‘General Conditions’.

Powerflush means a maintenance product that is designed to remove sludge and other waste from central heating. You can find more details in the section headed ‘General Conditions’.

Premier Gas Safety Record means a Gas Safety Record for each meter.

Premises means the address You have specified for where the System or Appliance is located.

Supply Offer means a discount that has been provided as part of Your agreement with British Gas Trading Limited.

Supply Contract means an agreement for the supply of gas or electricity or gas and electricity between You and British Gas Trading Limited.

Statement means a written statement of invoice(s) You receive from us that confirms the products that You hold and the price for the products.

System means the nominated heating system under Your British Gas CarePlan agreement. Systems generally comprise an Appliance, pump, radiator and valves, hot water cylinder and expansion tank (where fitted), motorised valve(s), room thermostat(s) and programmer/timer, together with the primary system composed of pipe work and wiring (but excluding cold water supply pipes, hot water taps / thermostatic mixing valves and any pipework associated with these).

We, us, our means British Gas Services (Commercial) Limited and its agents, employees and subcontractors who administer and provide services for and on behalf of British Gas for our British Gas CarePlan agreements.

You or Your means the person and business named on Your Statement.

3. General Conditions that apply to all Agreements

3.1 Period of Agreement and Automatic RenewalThe length of Your Agreement is shown on Your Statement and will begin on the date You enter the Agreement and runs for an initial period of twelve months following which, unless terminated by You at any time prior to the end of the initial period, it will be automatically renewed for a further twelve months and continue unless and until terminated or cancelled by You or by us.

If You do not want to renew this Agreement, all you need to do is call us on 0845 071 4444 at any time prior to renewal to let us know.

3.2 Price, Price Changes and Renewal PriceYour Agreement price is set out in Your Statement. We review our pricing annually and You will be informed of any changes otherwise Your Agreement price will not change during Your Agreement unless the Government chooses to make a change in the relevant tax rate. Your Agreement price applies to the Appliance or System that You advised us of. If, upon either a First Inspection or Annual Service, we identify that the Appliance or System is different from the one that we have on Your Statement then we may apply a different Agreement price. We will always write to You to tell You about

any change to Your price and Direct Debit instalments.

We will write to You before the end of Your initial twelve months and thereafter annually with full details of the pricing of Your next year’s agreement and associated terms and conditions. Unless we are told otherwise, we will automatically renew Your policy. If You paid by credit / debit card last year, we will use the same method of payment and will debit the card that was used most recently to make a payment.

All amounts are exclusive of VAT unless expressly stated otherwise.

3.3 PaymentsIf You are an incorporated company or registered charity, You may be able to pay by Direct Debit. If You are not an incorporated company or registered charity, we will advise you of other payment methods. If You pay by another method, we will advise You of Your necessary payment schedule. If You pay by Direct Debit, this will be taken by Your Direct Debit Provider on a monthly basis. You agree to provide reasonable support as may be necessary assisting us tracing any payments You believe have been made but which we have not received.

You will be required to pay any amounts payable (including for any chargeable works) by the required due dates or within 30 days of request, whichever is earlier.

If You do not pay an amount within the agreed payment terms, we have the right to charge interest at 4% above the Bank of England base rate from the date when payment was due and to issue late payment fees to cover our associated administrative costs

and to pass Your account to debt collection agencies and if necessary to take legal action to recover the debt. We will also have a right to terminate Your Agreement.

We reserve the right to offset any credit balances to overdue debit balances.

3.4 RenewalsBefore the end of Your Agreement, we will contact You to tell You about any changes to what is included in Your Agreement or any changes to Your prices for the next year. If You have authorised us to hold Your payment account details on our database, we will automatically renew Your Agreement and collect Your payment. We will contact You prior to the end of the current period of the Agreement to check whether You want to renew the Agreement. If You do not wish us to automatically renew Your Agreement or do not wish us to renew Your Agreement using this payment method You will need to inform us before the renewal date.

If You have informed us that You do not wish us to automatically renew Your Agreement, You have not authorised us to hold Your payment account details or Your payment account details have changed, we will not renew Your Agreement and it will expire at the end of the current period of Agreement.

3.5 Use Agreements are only available for Appliances and/or Systems located inside Your Premises, as set out in Your Statement.

We will assume that any person contacting us in relation to the services we provide to You under Your Agreement, is duly authorised to act on Your behalf.

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3.6 Where we can provide the serviceWe generally provide our services across all of mainland Great Britain but there are some remote areas that are excluded (such as the Scottish Highlands and a small number of other areas). If this affects You, we will advise You when we process Your application.

3.7 Our responsibilitiesWe will meet our responsibilities under Your Agreement within a reasonable period of time unless it is due to circumstances out of our control such as adverse weather conditions or delays in us being able to obtain required replacement parts. If we cannot meet our responsibilities under this Agreement, having used reasonable endeavours, we will let You know as soon as possible. Where we have entered into an Agreement with You and we have previously advised that there may be restrictions over our ability to maintain Your Appliance or System or the supply of parts, we will use all reasonable endeavours to meet our responsibilities, but You accept that we will not be liable to You if we are unable to provide the Agreement (see section 4 General Conditions – Cancellation).

For the avoidance of doubt, the services carried out under this Agreement do not certify that the whole System complies with the Gas Safety (Installations & Use) Regulations 1998.

3.8 Your responsibilitiesYou will ensure all information You provide to us is true and accurate in all respects.

While we are carrying out work You will comply with any reasonable requirements we may request in order to carry out the services including ensuring that the immediate area is:

• Kept clear of obstruction• Adequately lit• Marked to ensure that no one

enters the work area (including employees or a member of the general public)

You shall also:

• Obtain all necessary permissions and licences required to do our work

• Make us aware of any health and safety risks or precautions before the work starts at the Premises (including providing access to a member of staff familiar with the premises and safety procedures)

• Be responsible for checking all proofs or work provided by us.

• Notify us immediately of any issues that may impact our ability to safely carry out the work

• Arrange for us to gain access to all required areas at Your Premises

• Comply with any applicable laws and regulations

• Ensure that proper environmental conditions are maintained for the Equipment and will maintain in good condition the accommodation of the Equipment, the cables, the fittings associated with them and any electricity supply to them

You are responsible for maintaining any back-up and/or disaster recovery procedures where any loss of heating/hot water affects Your business operation

3.9 Replacement of ApplianceUnless there are specific circumstances shown in Your Agreement, You are not entitled to a replacement Appliance.

3.10 Gaining access to Your Premises and arranging appointmentsYou agree to give us reasonable access to Your Premises at all times when we may reasonably require to perform our services under this Agreement.

Where possible, You will provide a suitable vehicle parking facility free of charge and close to the Premises.

We will only work in Your Premises if there is someone aged 18 or more at the Premises at all times while we are on site. It is Your responsibility to allow us access to Your Premises. If we cannot gain access, we will not be able to carry out the necessary work and You will need to arrange another appointment.

If we are unable to gain access to Your Premises on any agreed occasion, we may apply an aborted visit fee of £75 (including VAT). We will advise You of this fee at the time of arranging the appointment with You.

If You do not arrange an appointment or we cannot gain access, Your Agreement will continue even though we have not been able to carry out the work. If, after several attempts, You have not made an appointment or we still cannot gain access, we may write to You to let You know we have cancelled Your Agreement and provide You with a refund less any no access charges we have incurred.

3.11 Safety adviceWe may advise You that permanent repairs or improvements are needed to help make sure Your Appliance or System complies with gas regulations (for example, upgrading Your ventilation to meet current standards). If You do not follow our advice, it may mean that we are unable to fulfil

all of our obligations to You under Your Agreement. In this case, Your Agreement will continue to run unless You tell us You would like to cancel or if we cancel. (See section 4 General Conditions – Cancellation.)

3.12 Spare partsIf our engineer does not carry the spare parts needed on the day of Your appointment, we will make reasonable endeavours to find and install parts from our approved suppliers or our central stock. We may use other approved parts or parts that have been reconditioned by the original manufacturer which are not the same as the parts being replaced. We reserve the right to refuse use of any replacements parts which are not supplied by us.

Subject to the relevant Careplan, if in carrying out either the Annual Service or repair, part/s of the Appliance or System or any part of them become Our reasonable opinion) obsolete, unobtainable or beyond economical repair We may:

a. supply and fit adequate (approved) replacement parts which are not the same as the parts being replaced; or

b. if no adequate parts are available, notify You and We shall be under no further obligation to maintain, make good, repair, replace or otherwise provide any of the services in respect of any part of the Appliance or System. If this happens We will refund to You an amount which We deem to be an appropriate proportion of the Statement to reflect the fact that the Appliance or System (or part of them) is no longer covered. We will have no further liability to You.

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We will not refund the costs of any parts You purchase without our prior agreement.

3.13 LabourWe reserve the right to instruct a sub-contractor to carry out the work. All of our sub-contractors carry identity cards.

3.14 GuaranteesSubject to You notifying us of any faults within 30 days of Your repair, we guarantee to make good any faulty parts or faulty workmanship for a period of 12 months from the date we completed Your repair.

3.15 Moving PremisesEach CarePlan agreement is personal to You, only relates to the premises specified in the CarePlan agreement and is not transferable to any other beneficiary or business. You will need to email or write to us as soon as possible about any change of address (we may require You to provide us with a record of a change of address). You can email us at [email protected] or write to us at Gas Customer Support, British Gas Services (Commercial) Limited, Bradmarsh Business Park, Rotherham, S60 1BY.

Once we receive notification from You, the following will apply:

• If we have provided any repairs or completed either a First or Annual Service during Your Agreement, we will require You to pay the fees set out in section 4.2. Any payments made during Your Agreement period will be deducted from this amount.

• If any repairs or a First or Annual Service have not been provided, we will refund any remaining money due to You on a pro-rata basis, based on the remaining duration of Your Agreement.

• If You request us to provide an Agreement at Your new address, we will set up a new Agreement with You.

If You do not tell us that You have moved Premises then You are still responsible for paying the costs of this Agreement until You tell us. Failure to pay Us within the agreed payment terms may result in Us invoking our debt procedures.

3.16 First ServiceIf Your Agreement includes a First Service, we will arrange to inspect Your Appliance(s) (depending on what is included in Your Agreement), to help make sure we can include them in Your Agreement.

We will endeavour to carry out Your First Service within 28 days of the start of Your first Agreement, although it may be later if there is a high demand for our services especially in the colder weather.

Our engineer will complete a service or breakdown checklist to show You what has been inspected. If Your First Service reveals that the Appliance or System is not serviceable (such as Appliances for which we know we cannot get parts or systems that are installed unsafely, not installed in accordance with manufacturer’s instructions or not installed to a recognised standard or which we cannot get to) we may:

• Tell You what work is needed to bring it to the correct standard and what it will cost to do that work

• Offer You a different product which will not include the parts of Your system causing the problem which we cannot include in Your Agreement; or

• Cancel Your Agreement and refund any money You have paid except

for the cost of the First Service and any works carried out prior to the First Service.

We will not normally carry out a First Service if we have already carried out a First Service or Annual Service at the same Premises in the previous twelve months, even if You are a new owner or occupier of the Premises.

Please note we make no warranty as to the fitness for purpose or condition of Your Appliance or System as at the start of the Agreement and we shall not be under any obligation to the put the Appliance or System in any better condition than it was in prior to the start of the Agreement.

3.17 Annual ServiceIf Your Agreement includes an Annual Service, we will arrange to visit Your Premises in the second and subsequent years of Your Agreement to inspect Your Appliance(s) (depending on what is included in Your Agreement).

We will normally carry out Your Annual Service around twelve months from the date of the last service visit. Our preference is to schedule Your Annual Service in periods that suit our engineer availability. If this does not work for Your compliance requirement, You should request a rescheduled appointment and we will use our reasonable endeavours to meet your request. In periods of high demand for our services (such as cold weather), we prioritise breakdowns and may need to rearrange Your Annual Service visit. If You have a breakdown in the three months before Your Annual Service is due, we may carry out Your Annual Service at the same time we visit to repair the breakdown to Your System or Appliance.

We will not normally carry out an Annual Service if we have already carried out a First Service or Annual Service at the same Premises in the previous twelve months, even if You are the new owner or occupier.

3.19 Appointment timesWe will offer You an all day appointment time of between 8am-5pm (Monday to Friday excluding bank holidays) unless we advise You otherwise. We cannot guarantee an appointment for the same day. Out of hours appointments may be possible subject to availability and payment of an additional charge.

3.20 Getting to Your Appliance or SystemWe exclude the cost of gaining access to Your Appliance or System, where this is inaccessible due to a design or installation fault. Your Agreement excludes any costs associated with providing specialist equipment, such as working from height apparatus, or any additional resource required to gain access to Your Appliance or System. You will need to pay the relevant costs of arranging access which will be agreed with You prior to the relevant work being undertaken.

3.21 PowerflushWe may advise You of the need to use a Powerflush tool to clean the System to remove sludge and other waste from the System.

If we recommend that Your System needs cleaning through with a Powerflush we will charge You to undertake this work. Our engineer will also advise You what other work is needed in order to avoid future problems. We may suggest You correct any design faults that might cause the problem to return,

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or offer You a different British Gas CarePlan Agreement.

If You choose not to take our advice and the Appliance or System breaks down because of the fault, which we had previously advised You of, then we reserve the right to charge You for repairing this fault or we may choose to cancel Your Agreement.

3.22 Similar ServicesYou agree that we may introduce insurance agreements provided by

British Gas Insurance Limited that provide similar services and extra

benefits to those that are currently being provided to you under this Agreement. If you pay by Direct Debit, you confirm that at the next anniversary of your Agreement, we may arrange those insurance agreements for you and then renew them every year until you tell us otherwise.

3.23 No waiverIf You break any part of this Agreement and we do not respond right away, that does not necessarily mean we will not do anything about it later on. For example, if we do not immediately ask You for money that You owe us, it will not stop us from asking for it later on.

3.24 SeverabilityIf a court or other authority tells us a part or clause of this Agreement is not valid then the rest of the Agreement will still apply.

3.25 RemediesYou acknowledge that the following provision reflects a fair allocation of risk and the Agreement price is reflective of this allocation of risk. Except where required by law, Your exclusive remedy for any default by us under this Agreement shall be, where possible, to obtain the

repair, replacement or correction of the defective Services to the extent warranted under this Agreement. If this remedy is not economically or technically feasible or effective then You may obtain a fair partial or full credit or refund of amounts paid for the defective Services, except that we will not be liable for any amount in excess of the amount paid by You to us for the Services during the 6 months prior to the event giving rise to the alleged claim.

3.26 VariationWe reserve the right to make changes to the terms of this Agreement from time to time. Where We do so, We will write to You to explain the changes and notify you when such changes will take effect and, at our discretion (acting reasonably), offer you the right to cancel the Agreement. If You cancel the Agreement We will give You a full refund of any money You have paid for the time left to run of Your current Agreement on a pro-rata basis, after the point of cancellation, based on the number of whole months remaining, unless we have carried out any work, in which case cancellation charges may apply (see section 4.2)

3.27 Entire AgreementThis Agreement and any document referred to in it constitute the entire agreement between us in relation to the subject matter of the Agreement and all other prior representations or documents are superseded. No amendment or modification to this agreement will be binding unless agreed in writing by us both.

3.28 NoticesIf we need to write to You in relation to this Agreement, we will do so to the address You have provided us.

3.29 Governing lawThe terms and conditions for all Agreements are written in English and all correspondence will be in English. Your Agreement is governed by the laws of England and Wales if Your Premises are based in England or Wales and by the laws of Scotland if Your Premises are in Scotland.

4. General Conditions – Cancellation

4.1 Your Cancellation RightsYou may cancel Your CarePlan Agreement at any time as long as You let us know by calling 0845 071 4444 or by writing to us at:

British Gas Services (Commercial) Limited, Bradmarsh Business Park, Rotherham, S60 1BY.

Cancelling Your Direct Debit without contacting us will not mean You have cancelled Your Agreement with us. If You cancel Your Agreement and have been paying by Direct Debit, You will need to contact Your bank to arrange cancellation of Your Direct Debit.

If You cancel within the first 14 days,

If You are a Consumer, You are entitled to a fourteen day cooling off period. However, by signing this Agreement, You consent to us starting work before the cooling off period ends. If You cancel Your agreement after work has started, we will charge You our reasonable costs for;

• any work already carried out, or• any goods already installed into

Your Premises.If You want to cancel within this time, You can email [email protected] or post the form to the address provided. You can also call us on 0845 071 4444. If you

choose to do so in writing using the attached cancellation form and deliver Your notice personally or send it by recorded delivery or registered post to British Gas Services (Commercial) Limited, Bradmarsh Business Park, Rotherham, West Yorkshire S60 1BY at any time within fourteen days starting from the day after the date You sign the Agreement. We will assume notice of cancellation has been served as soon as it is received by us or, in the case of electronic communication, from the date it is sent to us.

If You cancel after the first 14 days, we will give You a full refund of any money You have paid for the time left to run of Your current Agreement on a pro-rata basis, after the point of cancellation, based on the number of whole months remaining, unless we have carried out any work, in which case cancellation charges may apply (see section 4.2)

If You cancel Your Agreement so that You can buy an equivalent product supplied through British Gas Services (Commercial) Limited within 12 months of cancelling Your existing Agreement You will not be eligible for certain benefits such as any introductory pricing offer.

4.2 Cancellation ChargesIf You or We cancel Your Agreement with us and You have had work carried out relating to that Agreement, we may charge You a contribution towards the costs we have incurred but not yet recovered.

Your cancellation charge will be the total of the amounts specified in the table below:

• Less any money paid for each repair;

• Less all the scheduled payments You have made in Your current Agreement; and

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• The total of any cancellation charges will not exceed the relevant annual price plus any agreed chargeable works.

We may revise these charges on an annual basis.

Type of work completed

Charge for each piece of work completed (exc. VAT)

Appliance repairs £115

Annual Service £75

Premier Gas Safety Record

£27*

Landlord Gas Safety Record

£50

Other Charges

Administration Charge (not applicable if You are a Consumer and cancel during Your fourteen day cooling off period.)

£20

*Please note if You cancel Your Premier Gas Safety Record You will be required to pay this sum and an additional £75 to cover the cost of travel to site, unless this is purchased with an Annual Service.

If You have purchased Your Agreement as part of a Supply Offer in relation to Your Supply Contract then You will receive Your Agreement at a discounted price in year 1. Should You cancel Your Supply Contract within the first 1 month after the start date of Your Supply Contract, we reserve the right to charge You the full undiscounted price of the Agreement or cancel Your Agreement.

4.3 Our cancellation rightsWe may cancel or, at our discretion, suspend Your Agreement in the following circumstances:

• If You do not comply with the terms of this Agreement;

• If You have given us false information;

• If You do not pay us when amounts are due;

• If we find something wrong, or that does not comply with legislative standards at Your First Service or inspection visit or if we are not able to carry out a First Service;

• If we have any health and safety issues concerns about Your System or Premises (including if the relevant Appliance or System is condemned);

• If You do not give us access to Your Premises if this is needed or Your Appliance or System is inaccessible;

• We are not reasonably able to source parts for Your Appliance or System from our suppliers;

• Permanent repairs or improvements we tell You are required are not completed;

• If circumstances arise (including health and safety issues) which make it inappropriate for the Agreement to continue;

• If Your Appliance or System is changed so that it no longer reflects the Appliance or System covered under the Agreement;

• If we give You 14 days’ calendar notice;

• If a Public liability claim has been lodged (reciprocal) we may suspend Your Agreement until the outcome of this if work requested

would interfere with the outcome of that claim.

• If You become insolvent or are unable to pay Your debts;

• If we have reason to believe You are misusing the Services;

• If it is required by law; or • If Your behaviour is deemed

offensive or verbally abusive to our employees – please note we will not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. If it happens, we can take legal action or report it to the police.

If we cancel at the First Service, we will give You a full refund of any money You have paid, less any costs incurred by us. If we cancel Your Agreement at any time after Your First Service or before, we will refund any money You have paid for the time left to run in Your current Agreement.

If we cancel, You are still liable for all sums up to date of termination.

Following termination, we shall be entitled to destroy any information or documentation provided by You

Cancellation of this Agreement will not affect any other agreements You have with us or related companies (for example, agreements for the same or similar services for other sites).

5. General Exclusions that apply to Your Agreement

5.1 Design or existing faultsWe will not be responsible for the cost of repairs or gaining access to make repairs where there are design or installation faults (unless we are responsible for the design faults), faults which existed before You entered into Your Agreement with us, faults which

we have identified on a previous visit or faults which we could not, using reasonable care and skill, identify in our visit to Your Premises.

5.2 Accidental damage, third-party damage, third party building renovation works and damage from deliberately taking risksWe will not be responsible where work is undertaken on Your System or Appliance by someone other than us, whether or not following our advice, which results in damage to Your System or Appliance because of poor workmanship. If we have to attend and re-instate the Appliance or System to an operational condition due to damage as a result of poor workmanship by someone other than us then the associated repair works will be excluded from Your Agreement and we will charge You our reasonable costs.

5.3 Losses not coveredWe shall not have any liability to You in respect of any of the following losses or damage (whether such losses or damage were foreseen, foreseeable, known, direct, indirect or otherwise): loss of profits, loss of anticipated savings, loss of business, loss of goodwill, loss of use or downtime, loss of or corruption to data or other information. We will also not be liable for any indirect loss or damage and we do not assume responsibility for any liability in respect of which we have not expressly accepted liability under this Agreement. Any redecoration or rectification that may be needed following our work (including works required to access Your Appliance or System) is Your responsibility, unless we have been negligent.

5.4 Normal insured risksWe will not include the cost of repairing faults or damage caused

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by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood or storm. You should check Your insurance to make sure You have enough cover for these risks.

5.5 Approved equipmentFor certain products, we keep an approved service list. We only carry out work on gas Appliances or Systems which are CE safety marked, or for which critical gas safety information is available. For appliances not included on our approved service list we reserve the right to offer an alternative product.

5.6 Third-party rightsNobody other than You will be able to benefit from Your Agreement, which cannot be passed to someone else without our written permission.

5.7 Making goodWe will fill in any holes and leave the surface level where access has to be made to Your System, in order to carry out a repair, but we will not replace the original surface or construction (e.g. redecoration).

Where we have to replace any components we will endeavour to replace components with those of an equivalent approved operational standard but do not guarantee to provide a like for like replacement.

5.8 Other ExclusionsWe will not include the following:

• Any delay, error or problem caused by any act or failure to act by You (please note that we may apply additional charges for all reasonable expenses and additional work incurred or undertaken as a consequence);

• Turning off or reinstating of, or adjusting the Appliance or System where no fault is evident (for example, relighting of the pilots,

adjusting time controls, empty fuel tank);

• Upgrades which You may want to have carried out to improve Your Appliance or System;

• Replacing or repairing parts that do not affect how the Appliance or System works, or decorative parts, such as designer radiators and plated valves;

• Any error, omission, quality or fault relating to any material supplied by a third party;

• Resetting controls (for example, thermostats and programmers following changes due to winter or summer months);

• Replacing or repairing the heat exchanger including plate heat exchangers (except domestic hot water secondary plate heat exchangers housed within a domestic combination boiler), sacrificial anodes and/or other non-sacrificial means of protection

• Removing sludge or hard-water scale from Your Appliance or System;

• Repairing damage caused by scale, sludge or other debris if we have told You that permanent repairs, improvements or a Powerflush (or a similar cleaning procedure) are needed to help make sure Your Appliance or System works properly;

• Gas installation tightness testing unless undertaken as part of an Landlord’s Gas Safety Record or Premier Gas Safety Record product;

• Draining down of the Appliance or System, except where included as part of the internal scale inspection of storage water heaters provided that the vessel can be adequately isolated; or any additional work

required to remove sacrificial anodes where the required clearances are not available;

• The provision of corrosion inhibitor or other water treatment chemicals;

• Water supply tanks (unless solely a central heating expansion tank);

• Any modifications made by You otherwise than in accordance with this Agreement;

• Any failure by You to keep and operate the equipment in a proper and prudent manner in accordance with the manufacturer’s operating instructions;

• Secondary circulation (bronze) pumps; and the means of conveying hot water from the appliance or hot water cylinder to the hot water taps.

• Any work or materials required to rectify an electric immersion heater.

• Mechanical flues, where the propulsion fan is not integral to the appliance;

• Pressurisation units;• Any routine overhaul/ maintenance

of unvented hot water components or fan convector radiators unless specified in British Gas’s acknowledgment of order;

• Work that is required to electricity, gas or water supplies before the recognised Appliance or System isolation controls, or that is attributed to the failure of any such incoming public utilities;

• Any control wiring or other matters buried within the structure of the building;

• Any work involved in overhauling circulation pumps or ventilation fans;

• Work on or replacement of non standard complex micro

processor controls or building management systems;

• Repairing or replacing chimney/flue systems, air ducting or terminals that are not part of the manufacturer’s appliance assembly or room sealed flue systems and terminals that extend more than 1m from the appliance flue outlet connection.

• Repairing or replacing appliance flues that are not part of Your Appliance;

• Repairing or replacing parts of Your primary heating/hot water system that are buried within the fabric of the building or under floors, where no purpose provided access panels have been provided such as pipework, underfloor heating system pipework coils and warm air ducting.

• The lifting and replacement of soft floor coverings such as carpets, vinyl, laminates and carpet tiles, as well as the removal of any decorated panelling boxing or fitted furniture such as kitchen cabinets, shelving or wardrobes. (Where agreed with the customer we will endeavour to open, lift or remove such coverings or materials with as little disturbance or damage as possible to gain sufficient access to carry out our work but we will not be responsible for any redecoration or professional re-fitting required on completion of that work)

• Removing asbestos associated with repairing the Appliance or System. When You have had any asbestos removed, You must give us a clean-air certificate before we will do any further work at Your Premises. By law, the person who removes the asbestos must give You a clean-air certificate;

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• Any approval, inspection or certification required under Pressure Systems Safety Regulations;

• Cash alternatives instead of a service, maintenance or repair;

• Repairing or replacing any lead, piping or central heating iron/steel pipes;

• Beginning or continuing services where we reasonably consider that there is a health and safety risk, including the presence of dangerous materials, infestations, or harassment of our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety;

• Loss or damage You may suffer if radio frequency allocations are subsequently altered by other people that interfere with Your Appliance or System;

• Replacing any batteries for Your System controls; and

• Maintenance of the internet connection in Your Premises.

6. British Gas CarePlan Agreements

All CarePlan Agreements are agreements for services provided by British Gas Services (Commercial) Limited.

6.1 CarePlan 1The following are included in Your Agreement:

• Annual Service of Your Appliance. Each of the Appliances included in Your Annual Service will be set out in Your Statement

• A customer helpline 24 hours a day, 365 days a year

The exclusions below and the ‘General Conditions’ and ‘General Exclusions’ apply (see sections 3 to 5):

• Parts and labour if Your Appliance or System needs repair. You can choose to have extra work done on Your Appliance, or System from which the Appliance operates, but You will have to pay for the parts (if available) and labour used

• A Premier Gas Safety Record. You can choose for British Gas Services (Commercial) Limited to issue a Premier Gas Safety Record but You will have to pay for this.

If You are a landlord, British Gas Services (Commercial) Limited can provide You with a Landlord’s Gas Safety Record in the form of a CP12, but You will have to pay for this.

6.2 CarePlan 2 The following are included in Your Agreement:



• No limit to the number of call-outs to carry out work included under the agreement for Your Appliance

• Labour charges if the Appliance fails or needs repair

There is no age limit on Your Appliance and it does not matter who installed it, as long as the essential working parts are available and we have approved it.

Your Appliance must pass its First Service and annual service in subsequent years. Please see the First Service section of

3.16 for more details. If your Appliance does not pass its First Service and annual service in subsequent years then you will have 40 calendar days to carry out any required remedial works to our reasonable satisfaction to continue with your CarePlan 2 or, alternatively, You may elect to change your Product to a CarePlan 1.

You must give us prompt notification of any required maintenance or if the Appliance is not operating correctly.


• Parts if Your Appliance needs repair. You can choose to have extra work done on Your the Appliance, but You will have to pay for the parts used

• Parts and labour if Your System (excluding Your Appliance) needs repair. You can choose to have extra work done on Your System (excluding Your Appliance), but You will have to pay for the parts and labour used



6.3 CarePlan 2SThe following are included in Your Agreement:



• No limit to the number of call-outs to carry out work included under the agreement for Your System

• Labour charges if the System fails or needs repair


Your Appliance must pass its First Service and annual service in subsequent years. Please see the First Service section of 3.16 for more details. If your Appliance does not pass its First Service and annual service in subsequent years then you will have 40 calendar days to carry out any required remedial works to our reasonable satisfaction to continue with your CarePlan 2S or, alternatively, You may elect to change your Product to a CarePlan 1.

You must give us prompt notification of any required maintenance or if the Appliance or System is not operating correctly.


• Parts if Your System needs repair. You can choose to have extra work done on Your System, but You will have to pay for the parts used


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6.4 CarePlan 3The following are included in Your Agreement:



• No limit to the number of call-outs to carry out work included under the agreement for Your Appliance

• Parts and labour if Your Appliance fails or needs repair


Your Appliance must pass its First Service and annual service in subsequent years. Please see the First Service section of 3.16 for more details. If your Appliance does not pass its First Service and annual service in subsequent years then you will have 40 calendar days to carry out any required remedial works to our reasonable satisfaction to continue with your CarePlan 3 or, alternatively, You may elect to change your Product to a CarePlan 1.

You must give us prompt notification of any required maintenance or if the Appliance is not operating correctly.


• Parts and labour if Your System (excluding Your Appliance) needs repair. You can choose to have

extra work done on Your System (excluding Your Appliance), but You will have to pay for the parts and labour used



6.5 CarePlan 3SThe following are included in Your Agreement:



• No limit to the number of call-outs to carry out work included under the agreement for Your System

• Parts and labour if Your System needs repair


Your Appliance must pass its First Service. Please see the First Service section of 3.16 for more details. If your Appliance does not pass its First Service then you will have 40 calendar days to carry out any required remedial works to our reasonable satisfaction to continue with your CarePlan 3S or, alternatively, You may elect to change your Product to a CarePlan 1.

You must give us prompt notification of any required maintenance or if the Appliance or System is not operating correctly.




6.6 Premier Gas Safety RecordThe following are included in Your Agreement:

• A safety inspection on the gas installation and pipe work at the Premises.

• A Premier Gas Safety Record will contain details of the gas installation and all nominated gas appliances checked by our engineer

• In order for a record to be displayed on the certificate, a safety check for that gas appliance in Your Premises must be completed. If we are not able to complete a check on any appliance, we will advise You of this

• If You have a Premier Gas Safety Record and also have a British Gas CarePlan Agreement with us that includes an Annual Service, You will receive Your Premier Gas Safety Record at the same time we carry out the Annual Service visit

• If any of the appliances fail our inspection, we will issue the Premier

Gas Safety Record (CP12) and include details of any faults found and any remedial action taken (for example disconnecting the appliance). It is Your responsibility to make sure that the appliances are repaired or replaced. An additional charge will be made for any future inspections and any confirmation of gas safety following the work needed to meet regulations


• The cost of any repairs that we find are necessary to the Appliance during the inspection

• If You have already had a First Service or an Annual Service carried out, we will charge You an extra amount for carrying out the Premier Gas Safety Record

6.7 Landlord’s Gas Safety Record (CP12)By law, landlords must make sure they maintain gas appliances in a safe condition; they must also have gas appliances in properties they rent checked for safety as well as an inspection of the installation pipe work every twelve months. They should also hold a Gas Safety Record (CP12) as proof. It is Your responsibility to make sure that You keep to Your legal obligations and we will not be legally responsible for any failure on Your part to carry out these checks.

The following are included in Your Agreement:

• A safety inspection on the gas installation and pipe work at the Premises

• A Landlord’s Gas Safety Record will contain details of the gas installation and all gas appliances checked by our engineer

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• In order for records to be displayed on the certificate, a safety check for each gas appliance in Your Premises must be completed. If we are not able to complete a check on any appliance, we will advise You of this

• If You have a Landlord’s Gas Safety Record and also have a British Gas CarePlan Agreement with us that includes an Annual Service, You will receive Your Landlord’s Gas Safety Record at the same time we carry out the Annual Service visit

• We will provide a copy of the Landlord’s Gas Safety Record to You and Your tenant. This can be emailed if You prefer but You will need to supply British Gas Services (Commercial) Limited with Your email address

• If any of the appliances fail our inspection, we will issue the Landlord’s Gas Safety Record and include details of any faults found and any remedial action taken (for example disconnecting the appliance). It is Your responsibility to make sure that the appliances are repaired or replaced. An additional charge will be made for any future inspections and any confirmation of gas safety following the work needed to meet regulations


• The cost of any repairs that we find are necessary to the appliance during the inspection

• If You have already had a First Service or an Annual Service carried out, we will charge You an extra amount for carrying out the Landlord’s Gas Safety Record

6.8 ComplaintsWe will always aim to do our best but unfortunately there may be times when things go wrong. If You do have a complaint about any part of our service or Your products please telephone us on 0845 071 4444 or write to us at:

British Gas Services (Commercial) Limited Bradmarsh Business Park Rotherham S60 1BY

Or email us at [email protected]

We will try and deal with the matter immediately but if we can’t then we will keep You regularly informed about the progress of our investigation.

A copy of our complaints handling policy is available on request.

7. Using Your informationExcept for clause 7.7, this clause applies to personal information we hold about individual people, people registered as sole traders, and partnerships. It does not apply to information we hold about companies and other organisations.

7.1 We and our agents may use Your information to do the following:

a) Provide You with the services You have asked for (which may include loyalty and incentive schemes we may run).

b) Offer You accounts, services and products from us or our partners. To help us make these offers we may use an automated scoring system, which also uses information from credit-reference agencies as well as other companies.

c) Help run, and contact You about improving the way we run, now and in the future, any accounts, services and products we have provided.

d) Create statistics, test computer systems, analyse customer information, create profiles and create marketing opportunities (including that we have undertaken services for You and using information about what You buy from us and how You pay for it, for example, the amount of gas You use and any discounts we have offered You).

e) Help prevent and detect debt, fraud and loss.

f) Help protect You and members of Your family or household’s health, safety and security.

g) Help train our staff.h) Contact You in any way

(including by email, phone, text or multimedia message or other forms of electronic communications) about products and services we and our selected partners are offering.

i) We may also monitor and record any communications we have with You, including phone conversations and emails, to make sure we are providing a good service and meeting our regulatory and legal responsibilities.

7.2 When we contact You, we may use information we hold about You to do so. We may contact You by email, phone, text message or other forms of electronic communications or by visiting You. If we are contacting You to tell You about any offers, we will, as

far as possible, do this in line with how You have told us You would prefer to receive marketing information (Your recorded marketing preferences). You can ask us not to send You any information on our offers at any time by contacting us and giving us Your account details.

7.3 We may allow other people and organisations to use information we hold about You (including other Centrica Group companies, such as those using the British Gas, Scottish Gas and Dyno Group brands):

a) to provide services You have asked for, which may include providing information to members of Your family or household, anyone acting on Your behalf or other people who may be interested (such as landlords or letting agents);

b) as part of the process of selling one or more of our businesses;

c) to help to prevent and detect debt, fraud or loss (for example by giving this information to a credit-reference agency, which is described in more detail below);

d) if we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes;

e) as part of current or future legal action;

f) as part of government data-sharing initiatives, for example those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity);

g) to help manage any loyalty or rewards schemes;

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h) if You hold an insurance policy with us or any of our affiliated companies, to pass information to an insurer to manage Your insurance policy (including underwriting and claims, to help develop new services and to assess financial and insurance risk); or

i) if You do not pay Your debt, we may transfer Your debt to another organisation and give them details about You and that debt.

7.4 Other people or organisations that we share information with may be based overseas, outside the European Economic Area (EEA). As a result, Your information may be transferred to countries that do not have the same standards or protection for personal information as the UK. However, how we collect, store and use Your personal data will continue to be governed by this privacy statement.

7.5 If we suspect someone has committed fraud or stolen energy by tampering with the meter or diverting the energy supply, we will record these details on Your account record and may share this information with Ofgem and other people who are interested (such as other energy suppliers, landlords and housing associations). We may use this information to make decisions about You, Your character, how likely we think You are to pay for Your gas or electricity (or both) and future energy services. This may include recording sensitive personal information such as criminal offences You have been accused of. Also if the gas or electricity supply to Your Premises has been previously tampered with or if gas or electricity has been stolen, or we suspect it has been stolen, we may take this into account when we decide

what products or services we can offer You and the terms and conditions we give You.

7.6 We may pass Your address, details of the Premises and postcode, and details of Your gas appliances, flue, hot-water cylinder and system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities, including GasSafe (previously CORGI) and the NICEIC (National Inspection Council for Electrical Installation Contracting).

These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact You to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give You or the Premises owner (or both) a certificate to show that Your appliances and so on meet building regulations.

7.7 This clause applies to individuals, sole traders and partnerships and to the directors of corporate organisations as well as limited companies and other corporate organisationsWe may check Your details with one of more credit-reference and fraud-prevention agencies to help us make decisions about Your ability to pay Your bills and the goods and services we can offer You. Below, we have give a brief guide to how we, the credit-reference and fraud-prevention agencies will use Your information.

If You would like more information about this, You can find the full version at britishgas.co.uk/termsandconditions or, phone us on 0845 071 4444 and we will send You a leaflet.

a) We will search at credit-reference and fraud-prevention agencies for information about You, Your business, any people You are applying with and directors of Your business (if You are providing information about others on a joint application, You must make sure they agree that we can use their information to do this. If You give us false or inaccurate information and we suspect fraud, we will pass Your details to credit-reference and fraud-prevention agencies. Law-enforcement agencies (such as the police and HM Revenue & Customs) may receive and use this information.

b) We and other organisations may also access and use information about You that credit-reference and fraud-prevention agencies give us to, for example:

• check details on applications You make for credit and credit-related services;

• check Your identity;• prevent and detect fraud and

money-laundering;• manage credit and credit-related

accounts or services;• recover debt;• check details on proposals and

claims for all types of insurance; and

• check details of employees and people applying for jobs with us

c) When credit-reference agencies receive a search from us, they will record this on Your credit file whether Your application is successful or not.

d) We will send information on Your account to credit-reference agencies and they will record it.

If You have an account with us, we will give details of it, and how You manage it, to credit-reference agencies. If You have an account and do not repay money You owe in full or on time, credit-reference agencies will record this debt. They may give this information to other organisations and fraud-prevention agencies to carry out similar checks, find out where You are and deal with any money You owe. The credit-reference agencies keep records for six years after Your account has been closed, You have paid the final debt or action has been taken against You to recover the debt.

e) We and other organisations may access and use, from other countries, information recorded by fraud-prevention agencies.

f) If You are a director of a company, we will contact credit-reference agencies to confirm that the residential address You provide is the same as that shown on the restricted register of directors’ usual addresses at Companies House.

g) If You want to see what information credit-reference and fraud-prevention agencies hold about You, You can contact the following agencies currently working in the UK. The information they may hold may not be the same, so it is worth contacting them all. They will charge You a small fee.

Call Credit Consumer Services Team PO Box 491 Leeds LS3 1WZ Phone: 0870 060 1414 callcredit.co.uk

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Experian Consumer Help Service PO Box 8000 Nottingham NG80 7WF Phone: 0870 241 6212 experian.co.uk

Equifax Plc Credit File Advice Centre PO Box 1140 Bradford BD1 5US myequifax.co.uk

Dunn and Bradstreet UK Marlow International Parkway Marlow SL7 1AJ Phone: 0870 243 2344 dnb.co.uk

7.8 If You give us information on behalf of someone else, You confirm You have given them the information set out in this document, and that they have given permission for us to use their personal information to be used in the way we have described in clauses 7.1 to 7.2. If You give us sensitive information about Yourself or others (such as health details or details of any criminal convictions of members of Your household), You agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document.

You are entitled to have a copy of the information we hold on You and to have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about You. For more information about this please contact:

Privacy Unit Lakeside West 30 The Causeway Staines TW18 3BY

Or You can email [email protected]

A Centrica Business – British Gas is a trading name of British Gas Services (Commercial) Limited. Registered in England No. 03584156 Registered Office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

8. The Direct Debit Guarantee• Providing that You are not a

Consumer, our third party Direct Debit Provider may be able to provide You with a Direct Debit arrangement in conjunction with Your Bank or Building Society.

• This guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits. The efficiency and security of the scheme is monitored by Your own Bank or Building Society.

• If there are changes to the amount, date or frequency of Your Direct Debit, Your Direct Debit Provider will notify You 10 working days of Your account being debited or as otherwise agreed. If You request Your Direct Debit Provider to collect a payment, confirmation of the amount and date will be given to You at the time of the request.

• If an error is made in the payment of Your Direct Debit, by Your Direct Debit Provider or Your Bank or Building Society, You are entitled to a full and immediate refund of the amount paid from Your Bank or Building Society.

• If You receive a refund You are not entitled to, You must pay it back when Your Direct Debit Provider asks You to.

• You can cancel a Direct Debit at any time by simply contacting Your Bank or Building Society. Written confirmation may be required. Please also notify Your Direct Debit Provider and remember that cancelling Your Direct Debit simply stops payment. If You do not additionally cancel Your Agreement with us then You will need to arrange an alternative payment method with us and if You cancel the Agreement then You will be required to make any payments due under the cancellation provisions above.

• To the extent that we incur costs as a result of Your failure to keep up with direct debit payments, we reserve the right to recover these from You.

9. Frequently asked questionsIf You need more information about Your British Gas CarePlan service, the following may help to answer some questions customers frequently ask… please note these frequently asked questions do not form part of your agreement

Q. My boiler, appliance or system is old, is a British Gas CarePlan Agreement still available?

A. There is no age limit on Your boiler, appliance or system and it does not matter who installed it, as long as all the essential working parts are available. If some parts are not available, we will let You know.

Q. Why do Your engineers recommend changes to my system?

A. Our engineers are highly qualified and up to date with the latest technology and legislation. If they identify a possible change or improvement to Your system, they will only recommend this if, in their expert opinion, it is necessary.

Q. What do ‘Upgrades to my system’ mean?

A. Upgrades are changes to Your system which will improve its efficiency or safety. Examples of upgrades are replacing working radiators with improved models, replacing standard radiator valves with thermostatic radiator valves, PowerflushTM and System filters. Upgrades are not included in Your Agreement.

Q. My pipes seem to be frozen, can You offer any advice to fix these?

A. You can usually reduce the time it takes them to thaw by applying gentle heat to the frozen area. Wrapping hot towels around the pipe work can be effective, as can adding an extra non-direct heat source to the area containing the frozen pipes. However, if You apply too much direct heat, such as a blowtorch or a naked flame, You can damage the pipe work or surrounding area, and this could create a fire risk; therefore this method of thawing must be avoided. Care should also be taken where electrical appliances (fan heaters, etc) are used to heat the area, do not use where there is a risk of flooding or contact with water.

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Service Expectations

Q. How will I know what the engineer has done at my First Service, Annual Service or breakdown?

A. Our engineer will fill in a checklist which we will send to You shortly after Your visit as a record of what has been checked or repaired. The engineer will explain this to You and will answer any questions You may have.

Q. My new Agreement includes a First Service, when will this take place?

A. We aim to carry out this service within 28 days from the beginning of Your Agreement. However, as we give priority to breakdowns, on occasions it can be later if there is a lot of demand for our services, especially in colder periods.

Q. I haven’t had my First Service yet, but my appliance has broken down. Can I call straight away?

A. Yes, simply call our breakdown helpine on 0845 071 4444 and we will arrange for an engineer to visit You. If the engineer determines that the fault was pre-existing before the Agreement commenced, than this repair may be chargeable.

Q. I think my Annual Service is due but I haven’t heard from You?

A. On or around the anniversary date of Your last Annual Service we will contact You in writing, email or by telephone to arrange a suitable appointment. On occasions this may happen earlier or later than You expect, if there has been, or we expect there to be, a lot of demand for breakdown repairs.

Q. My appliance is broken, how quickly will the engineer get to me?

A. You can call the breakdown helpline 24 hours a day, seven days a week, 365 days a year, and we’ll arrange for an engineer to come to You as soon as possible, subject to availability and our workload.

Q. Why is it more difficult for You to visit me quickly when it is cold?

A. Demand for repairs goes up sharply when it is colder and we can’t always accurately predict when this will be. This means we can’t always get to everyone as quickly as we would like. In these circumstances we prioritise customers based on the severity of their problem is and how vulnerable they may be to being without heating or hot water.

Q. Why doesn’t the engineer have the necessary part to fix my problem?

A. Our engineers carry a van stock of the most commonly used parts. Unfortunately, with the huge range of appliances and parts available, it is not possible to carry all the parts that may be required. If a part is not available on the van, we aim to get what is required to the engineer as soon as possible and keep You informed as to the progress of this.

Q. Can my Annual Service be done at the same time as a repair and vice versa?

A. Yes, if You have a problem which You want us to look at during Your Annual Service, let us know when You arrange Your appointment so that we can make sure the engineer has enough time to do both. If You need a repair and Your Annual Service is due, we will ask if we can do both in the

same visit. Many of our customers find this is more convenient for them.

Q. What appointments are available?

A. We are able to offer You an all day appointment time of between 8am-5pm (Monday to Friday excluding bank holidays) unless we advise You otherwise. Furthermore, our engineers are committed to calling ahead to let You know that they’re on their way.

Miscellaneous

Q. Why has my price changed from last year?

A. In the first year of Your Agreement You may have benefited from an introductory pricing offer which is not applicable in subsequent years of Your Agreement.

Q. In what circumstances would You suspend or cancel my Agreement due to a health and safety risk?

A. If we encounter hazardous materials, infestations or receive physical or verbal abuse, we would suspend or cancel Your Agreement until the health and safety risk has been dealt with to our satisfaction.

Contact us

If there’s a breakdown, we’re available to call 24 hours a day on 0845 071 4444

To switch Your gas and electricity call 0845 026 4659 (8.30am-5pm Monday to Friday)

If You have a question or comment about British Gas CarePlan, call us on 0845 071 4444 or visit britishgas.co.uk/business

If You’re moving and want to take Your British Gas CarePlan agreement with You call 0845 071 4444

For great value on a new energy-efficient boiler call 0845 071 4444

If You smell gas telephone the free National Grid emergency service immediately on 0800 111 999

Your call may be recorded and/or monitored for quality assurance and compliance purposes

A Centrica businessA Centrica Business – British Gas is a trading name of British Gas Services (Commercial) Limited. Registered in England No. 03584156 Registered Office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

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British Gas is a trading name of British Gas Trading Limited

Registered in England and Wales: No. 3078711Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD

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