General Plan Information

  • Cover begins on the date of your first payment and becomes active after the initial boiler service is completed, unless your boiler has been installed by us within the last 6 months. If it has not, a service will need to be completed, and the cost will be in addition to the cover plan of your choice.
  • All plans require a minimum commitment of 12 months.
  • An annual boiler service is required to maintain the validity of your cover.
  • Pre-existing faults or damage are not included in any plan.
  • Selected plans include free labour during standard working hours (Monday to Friday, 8:00 AM–4:30 PM). Please refer to your specific plan for details.
  • Call-out times may vary based on engineer availability.
  • Priority call-outs aim for attendance within 48 hours where possible.
  • Cover does not extend to systems that are unsafe or incorrectly installed by third parties.
  • Failure to make payments may result in suspension or cancellation of your cover.
  • All work is subject to the condition of your system at the time of inspection.
  • Unlimited call-outs are subject to fair usage. Excessive use may lead to a review and discussion with the customer.
  • Any savings mentioned are estimates based on average repair costs and may differ depending on specific circumstances.
  • Boiler control support visits are free for the first two instances; additional visits will be charged at £54 each.
  • If your boiler is over seven years old and cannot be repaired, you will receive a 10% discount on a replacement installation when completed by us.
  • Radiator and valve cover includes repair and maintenance of standard models due to mechanical failure or wear. This is not an insurance policy and does not guarantee replacement unless repair is not feasible. Designer or specialist radiators may be excluded if parts are unavailable.
  • The Annual System Health Report (included in the Standard Plan) provides a summary of your system’s condition following the annual service. It includes assessments of boiler efficiency, pressure levels, leak detection, control function, and signs of wear or ageing. This report is advisory only and does not serve as a warranty or guarantee.
  • Under the Core Plan, call outs will be charged at £108 plus the cost of parts. Under the Advanced Plan, discounted call-outs are charged at £54 per hour, plus the cost of parts. Under the Total Care Plan, boiler call-outs are free plus the cost of parts, but only in the event of a boiler fault (not issues related to the wider central heating system or boiler-associated components). These rates apply to eligible call-outs during standard working hours (Monday–Friday, 8:00 AM–4:30 PM).

Plan Start & Inspection

  • Plans commence following a successful initial safety inspection, unless your boiler was installed or serviced by us in the past 6 months.
  • If issues are identified during inspection, we may:
  • Charge for any required remedial work,
  • Offer an alternative plan, or
  • Cancel your plan with a full refund. However, the cost of the initial inspection/service will still be payable.
  • Initial inspections are generally completed within 28 days of plan activation, but this may vary.
  • Annual inspections are scheduled around the same period each year, depending on access and workload.

Call-Out Policy

  • Boiler control support: The first two visits are free. Subsequent visits are charged at £54 each.
  • Target response times:
  • Within 3 hours of logging your call
  • Within 24 hours for heating or hot water issues
  • Within 48 hours for non-emergency matters

Cancellation Policy

  • You may cancel at any time. If cancellation occurs within the 14-day cooling-off period, a full refund will be provided unless work has already been carried out.
  • After 14 days, a pro-rata refund will be issued, minus the cost of any services or repairs already completed.
  • If work has been completed, cancellation charges will apply:
  • £108 per hour plus parts for repairs
  • £114 for service inspections
  • We reserve the right to cancel agreements at any time in cases of false information, unsafe system conditions, or non-payment.

Spare Parts

  • We will make every effort to obtain necessary spare parts promptly but cannot guarantee availability. Reconditioned or approved alternative parts may be used where appropriate.

Landlord Services

Currently, we do not provide landlord boiler repair services. However, this offering is in development and will be available soon. If you are interested, we encourage you to register your interest to be among the first to receive updates and full details once the service is launched.

Note: If your boiler has not been installed or serviced by JA Plumbing & Heating in the last six months, a service will need to be completed, and the cost will be additional to your chosen cover plan.