ServiceCare
This plan gives you the reassurance of an annual boiler service,
Annual boiler service on a single natural gas boiler
Boiler will be opened up to clean all key components
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler certificate
Annual boiler reminder
WarrantyCare
This plan gives you full reassurance for your annual service and central heating system
Annual boiler service on a single natural gas boiler
Annual service reminder
Boiler will be opened up to clean all key components
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler certificate
Repair or replacement of external controls including room thermostat, timer and pump.
Repairs to radiators, pipework and valves in the event of a breakdown
Advice about your system or appliance from our experienced professional engineer
ProCare Bronze
This plan gives you the reassurance of an annual service and breakdown cover for your boiler.
Annual boiler service on a single natural gas boiler
Boiler will be opened up to clean all key components
Annual service reminder
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler service certificate
Repairs in the event of a breakdown of a single gas boiler in your home
£400 off the cost of a new boiler if deemed beyond economic repair
Advice about your appliance from our experienced, professional engineer
ProCare Silver
This cover gives you full reassurance for your boiler and central heating system.
Annual boiler service on a single natural gas boiler
Boiler will be opened up to clean all key components
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler service certificate
Annual service reminder
Repairs in the event of breakdown of a single gas boiler in your home
Repair or replacement of external controls including room thermostat, Programmers, motorised valves and pump where installed in accordance with manufacturer’s instructions
Repairs to standard radiators and valves in the event of a breakdown.
Advice about your system or appliance from our experienced professional engineer
£400 off the cost of a new boiler if deemed beyond economic repair
ProCare Gold
This cover gives you complete reassurance for your boiler, plumbing and central heating system
Annual boiler service on a single natural gas boiler
Boiler will be opened up to clean all key components
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler service certificate
Annual service reminder
Repairs in the event of breakdown of a single gas boiler in your home
Repair or replacement of external controls including room thermostat, Programmers, motorised valves and pump where installed in accordance with manufacturer’s instructions
Repairs to standard radiators and valves in the event of a breakdown.
Hot water cylinders and their components such as immersion heaters (Unvented or pressurised cylinders are not included)
Leaking taps and running toilets
Ball cocks, syphons, valves and flushing handles/buttons
Advice about your system or appliance from our experienced professional engineer
£400 off the cost of a new boiler if deemed beyond economic repair
ProCare Diamond
• This cover gives you total reassurance by covering your boiler, central heating system, plumbing and gas pipework.
Annual boiler service on a single natural gas boiler
Boiler will be opened up to clean all key components
Parts to be checked for operational safety and ratios restored to manufacturers guidelines
Annual boiler service certificate
Annual service reminder
Repairs in the event of breakdown of a single gas boiler in your home
Repair or replacement of external controls including room thermostat, Programmers, motorised valves and pump where installed in accordance with manufacturer’s instructions
Repairs to standard radiators and valves in the event of a breakdown
Hot water cylinders and their components such as immersion heaters (Unvented or pressurised cylinders are not included)
Leaking taps and running toilets
Ball cocks, syphons, valves and flushing handles/buttons
Repairs to internal gas supply pipework
Priority breakdown service
Advice about your system or appliance from our experienced professional engineer
£400 off the cost of a new boiler if deemed beyond economic repair
General Terms and Conditions These
terms and conditions form the contract between you and ProTech Boilers Please read this document carefully along with any enclosed documents so you can make sure you know what you are covered for under your breakdown cover plan. If you have any queries, please call ProTech Boilers on 01482 352643.
Cover Start Date
Your cover will start after ProTech Boilers has inspected your boiler and system. Once approved your cover will start from the date in which ProTech Boilers receives the first payment. The minimum subscription period is 12 months from the date of the first payment. Thereafter, your agreement is on going until you tell us you would like to cancel or if we cancel the agreement.
Initial Safety Inspection
If you would like to join a ProCare plan an engineer from ProTech Boilers will visit your property to carry out an annual boiler service and give the system a health and safety inspection. Should any part of your system be deemed unsafe or not to the required standard for our Procare Plans we will charge for the annual service that has been carried out. If any work is needed before we can offer you a ProCare Plan, ProTech Boilers may be able to offer a discount on any work that is needed.
Payments
Your cover starts when Protech Boilers first receives payment. Cover may be suspended if regular payments are missed. ProTech Boilers reserves the right to charge £25.00 for pursuing missed payments.
Changing your boiler or appliance
If you change a boiler or system that’s covered by your policy with us, you must tell us the make and model of the new one, so we can check that we can cover it. If we can’t cover your new boiler or system we may need to cancel or amend your plan.
Access to your property
Our engineers can only work on your property if there’s someone 18 years or older there at all times during the visit who can give instructions to our engineer. It’s your responsibility to give us access to your property. If we can’t get access, we won’t be able to complete the work. Engineers must be able to access heating equipment without having to remove any fixtures, fittings, furniture or other household possessions.
We won’t undertake any work in your home if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, aggressive pets, verbal or physical abuse or harassment. If any asbestos needs to be removed before we can repair your boiler, appliance or system, you’ll need to arrange and pay for someone else to remove it and give you a certificate of reoccupation which you’ll need to show us.
Cancellations
The named ProCare plan holder can cancel the policy by writing or emailing ProTech Boilers at the addresses shown. Cancellation will be dated from the date of receipt of the written cancellation notice.
ProTech Boilers may suspend or cancel your policy if:
You have given false information
It is not possible to find parts to keep your system working safely
You do not make an agreed payment or payments have been stopped
You put our employees health and safety at risk
ProTech Boilers receive any fraudulent claims
You don’t carry out the recommended work needed that is given to you by our engineer
Your home is unfit to carry out works in
ProTech Boilers will give you 7 days notice of cancellation.
ProTech Boilers will not attend your property in respect of any claims made whilst the policy is suspended until the overdue payment has been made to bring the account up to date.
ProTech Boilers will charge you for any works that have been carried out in that period including any repairs or boiler servicing that has been done. We will take off any payments you’ve made since you bought or renewed your agreement. The list below shows you the amount you’ll have to pay for.
Boiler or Central heating repairs or replacement - £180.00
All other completed repairs or replacement - £120.00
Annual boiler service - £78.00
Gas safety inspection - £78.00
Changes of address
You must inform ProTech Boilers, in writing or email, of any change of address. ProTech Boilers will decide whether cover can be transferred upon receipt of details of the heating system at the new address and may require an inspection before your ProCare plan can be transferred. Your plan may be suspended if ProTech Boilers has not received notification of a change of address or details of the new heating system.
Under warranty
If your boiler, appliance or system is covered by a third-party warranty, it’s your responsibility to make sure that any work we do doesn’t affect that warranty.
Annual service
One of our engineers will visit your home once a year to check that your boiler and system is working safely, efficiently and in line with the relevant laws and regulations. Annual service will be carried out to the manufacturer’s recommendations. During the visit our engineer will fill in a checklist that shows you exactly what we’ve done and record any problems or faults that need to be fixed and any safety issues.
When your annual service is due we’ll send you an email, letter or phone call for you to arrange it. We’ll try to get hold of you three times. If we don’t hear back from you we won’t make another attempt, but you can contact us at any time to arrange your annual service.
We will normally carry out the annual service at a similar time each year. Please note if you don’t have your annual service this will invalidate your warranty on your boiler with the manufacturers as this is your responsibility to keep the annual service upto date.
Spare parts
We’ll provide replacements with similar functionality but not necessarily the same features or an identical make and model or type of fitting. For example, we may replace a gold-plated flush handle with a standard one or replace a chrome plated thermostatic radiator valve with a white one. Or you can give the engineer a replacement part that you’ve bought yourself that we approve of.
Our engineers will carry a large stock of spare parts, but if they don’t have the parts they need with them we’ll first try to get the original parts or if that isn’t possible, reconditioned parts from the original manufacturer or an approved supplier. If we still can’t get hold of the parts we need after that we may need to cancel your agreement (or part of it). If there are 3 or more repairs required on a boiler within any 1 year period, it will be deemed beyond economic repair. If a boiler will cost in excess of £400 to repair it will be deemed beyond economical repair. In such circumstances ProTech Boilers will provide a quotation to replace the boiler with a £400 discount.
Specialist and decorative parts
Your policy does not include a like for like replacement of curved radiators, decorative towel radiators etc. We can either: Replace it with a standard radiator, or, install a product that you’ve bought yourself, in which case we only accept responsibility for our workmanship, not any manufacturing faults in the radiator itself.
Accidental, third party or deliberate damage
We won’t cover any damage you’ve caused if anyone other than us carries out any work on your boiler, appliance or system and damages it, your plan doesn’t include putting that right. We won’t repair or replace any parts that have been deliberately damaged or misused. Our engineer will use their expert judgement to determine how the damage was done.
Cosmetic damage
Your product doesn’t include repairs or replacement for minor damage that doesn’t stop your boiler, appliance or system from working properly or making it unsafe. For example, you’ve scratched your boiler casing.
External water supply stopcock
If we can’t turn off the external water supply stopcock to your home to complete your repair, it’s up to you to get your water supplier to turn it off.
Collateral damage and household insurance
Your product doesn’t include repairing or replacing any damage caused by leaks, extreme weather, flooding, structural issues, fire or explosions or any other kind of damage that’s normally covered by household insurance. It’s your responsibility to ensure that you have adequate cover for such matters.
Making improvements
Your policy only includes repairing your boiler, appliance or system when it stops working properly. It doesn’t include any improvements or upgrades for example: replacing working radiators, swapping standard radiator valves for thermostatic ones, subject to negotiation.
Energy/central heating management systems/communication connections
We’re not responsible for your internet connection or home wi-fi, or data transmission to, or from appliances devices or control systems. Your policy doesn’t cover energy or central heating management systems.
Cover exclusions
Repairing a boiler or any part of it, which is beyond economical repair
Immersion heaters, combination cylinders, elson tanks, thermal storage units, unvented hot water cylinders or their controls
Separate gas heaters providing hot water
Lpg gas/Oil systems
Any other gas appliance (except for gas fires forming part of a back boiler)
Frozen pipes within the boiler and/or system which have not resulted in a leak or permanent blockage
Adjustment of timing and temperature controls
Venting of radiators
Any defect or failing which may be attributed to the design of the boiler and/or system
Damage linked to the supply of your gas, water or electricity
Our plans do not cover, underfloor heating, solar systems, system inhibitors, electric elements in radiators, lead pipework, showers, shower pumps, sanitary ware units and grouting, electric shower units.
Damage caused by aggressive water, system contamination, limescale, sludge or other debris in the system
Removal of flooring, kitchen cupboards or any other fixed building materials
Making good to plaster, tiles or any other decorative fixtures
Repairs within the first 30 days of starting a ProCare breakdown cover plan.
What’s not covered under your boiler cover:
• Separate gas hot water heaters
Electric, liquid petroleum gas (LPG), solid fuel or oil fuelled boilers, back boilers and dual-purpose boilers (for example similar to Aga, Rayburn).
Gas fires or any other gas fired device other than a central heating boiler shown on your schedule used for domestic purposes only
Electric heaters
Condensate lift pumps
Damage caused by or arising from sludge, scale and other debris in the central heating boiler and related pipework
Repair or replacement of non-standard or extended flue systems.
Any problems relating to pipes and condensate pipes caused by freezing weather conditions
Any equipment not installed , operated, maintained or repaired in accordance with established practice or manufacturer’s instructions, statutory regulations or British standards
Damage while your home is unoccupied
Damage arising as a result of disconnection or reconnection from or interruption to the gas, electricity or water mains services to your home
The need for repair cause by anyone other than the tradesperson authorised by us
Any repair arising before you asked us to provide cover
Payment for any inconvenience, loss of earnings or damage caused be delay outside our control
Repair or replacement of heating controls, pumps or components external of your central heating boiler.
What’s not covered under your central heating system cover
Damage to the central heating boiler or internal boiler controls due to human error
Parts either internal or external to the boiler
Separate gas hot water heaters
Electric, liquid petroleum gas (LPG), solid fuel or oil fuelled boilers, back boilers and dual purpose boilers
Gas fires, solar panels or ‘Green’ or ‘Renewable energy’ systems
Mains pressure hot water thermal storage systems, for example BoilerMate, Gledhill, Heatbank, Megalfo, Pandora by DPS, Potterton, Suprima, Thermflow, Tribune and any other similar thermal storage heating system.
Central heating systems and or heating controls specifically designed for piped or underfloor heating.
Remote control central heating systems, mobile phone or any other internet connection heating control equipment whose primary purpose is operating your central heating system.
Electric central heating systems
Warm air central heating systems
Damage caused by or arising from sludge, scale and other debris in the central heating system and related pipework
We will not pay for any filter or related device for the purpose of removing sludge scale or other debris from your central heating or plumbing system
Repair or replacement of flue systems
Any problems relating to pipes and condensate pipes caused by freezing weather conditions
Unvented or pressurised cylinders are not included
The need for repair caused by anyone other than the tradesperson authorised by us
Any repair arising from circumstances before you asked us to provide cover
Any equipment not installed, operated, maintained or repaired in accordance with established practice or manufacturer’s instructions, statutory regulations or british standards
Damage while your home is unoccupied
Damage arising as a result of disconnection or reconnection from or interruption to the gas, electricity or water mains services to your home
Payment for any inconvenience, loss of earnings or damage caused by delay outside our control
What’s not covered under your plumbing cover
Any plumbing external to your home, including but not limited to external stop tap and service pipe
Toilet cisterns, bath and shower seals or grouting, whirlpool bathtubs or spa baths including pumps and valves, swimming pools or similar, ponds, fountains and any associated pipes, valves or pumps
Toilet cisterns or baths
The plumbing supply between your home and any outbuildings
Water softeners and water filters, water meters, scale reducers, waste disposal units
Damage caused by aggressive water, system contamination, limescale, sludge or other debris in the system
Loss of damage caused by or resulting from leaking appliances (for example such as showers, shower trays, toilet pan and or toilet flushing system).
Loss or damage to the contents of your home
Any device which can be plugged into the electricity supply or operates using electricity
Hot water pumps or any part of your water system designed to increase mains water pressure
Any fixtures, including lead piping where replacement is only necessary as a result of a change in legislation or health and safety guidelines or to meet best practice
Any part of your central heating including any system or controls for piped or electric underfloor heating
Any plumbing not installed, operated, maintained or repaired in accordance with established practice or manufacturer’s instructions, statutory regulations or British standards
Damage while your home is unoccupied
Any problems relating to pipes and condensate pipes caused by freezing weather conditions
Payment for any inconvenience, loss of earnings or damage caused by delay outside our control
Replacing ceramic discs in taps
Macerator units for toilets for example, Saniflo
Any damage to cisterns, sinks, baths, showers, whirlpool baths or spa baths
The need to repair caused by anyone other than the tradesperson authorised by us
What’s not covered with your gas supply pipes
Gas company’s meter or other monitoring or measuring device
Repairs to any gas appliances or central heating boiler
Any gas supply pipe which is the responsibility of the gas supply company
Any equipment not installed, operated, maintained or repaired in accordance with established practice or manufacturer’s instructions, statutory regulations or british standards
Damage arising as a result of disconnection or re-connection from or interruption to the gas mains services to your home
The need for replacement or repair caused by anyone other than the tradesperson authorised by us
Payment for any inconvenience, loss of earnings or damage caused by delay outside out control
Tracing leaks, which are the responsibility of the National Gas Emergency Service
How to make a claim
If an incident occurs at your property which is covered by your ProCare plan please call 01482 352643 to arrange for the incident to be dealt with in accordance with the terms and conditions of your plan. You must call us as soon as you are aware of the incident. We will not be able to cover the cost of any work carried out by persons not authorised by us in advance.
How to make a complaint
What to do if you have a complaint, our commitment to great customer service ProTech Boilers will always aim to do our best but unfortunately there may be times when things go wrong. If you have a complaint, please contact ProTech Boilers on 01482 352643. By email to info@protechboilers.co.uk or by post to ProTech Boilers, Unit 31 Louis Pearlman Centre, Goulton Street, Hull, HU3 4DL.
Breakdowns and Emergencies
During epidemics/pandemics we will adhere to government guidelines on restriction of non essential travel.
All standard services are offered between normal working hours Monday - Friday between 8.00am and 17.00pm.
For emergencies an engineer will aim to get to you within 24 hours. Emergencies are classed as uncontrolled water leaks or emergencies posing an immediate risk to your health or property. Out of hours emergency cover is available from 17:00-21:00 Mon-Fr and 8:00- 17:00 Sat-Sun.
For out of hour’s emergencies please call 01482 352643.
If the engineer attends to your property and the problem is an non emergency and you have told us it is you will be charged for the call out at £90.00.
Gas leaks
If you think you have a gas leak you MUST immediately call the National Gas Emergency Service on 0800 111 999. The National Gas Emergency Service will attend your property and isolate the leak.
Bleeding a radiator
Bleeding a radiator most radiators in your home will need bleeding at some point. It’s a relatively simple thing to do, but an important one to help maintain the efficiency of your boiler and central heating system.
If a radiator is cold at the top, it probably means that there is air trapped in the radiator.
To remove this air, you will need a radiator bleed key and cloth or tag to catch any water:
Switch your heating off and make sure the radiator(s) are cool
With the cloth or rag underneath the bleed valve at the top corner of the radiator, put the key into the valve and turn it slowly anticlockwise. You should hear air escaping from the valve
Once all the air has been ‘bled’ the water will start to run out of the valve
When this happens, close the valve
By restarting your heating system, you should find that the radiator will now be hot
Resetting your boiler
Often, a boiler can be returned to normal working order by resetting it. This is done by pressing the button or turning one of the thermostats to reset for 3 seconds before turning the thermostat up.
Re-pressurising your boiler
If your central heating is not working, it could be down to a loss of water pressure if you have a sealed system, you may need to repressurise your boiler.
You should find a water pressure indicator on the front of your boiler. It will either be a dial or a digital display and should read between one and two bars of atmospheric pressure. If it is below one then your boiler pressure is too low.
You can refill the pressure in a few quick steps but you should check your boilers manual to make sure you can repressurise your boiler yourself.
To top up your system and increase the pressure you will need to locate your filling loop. This is usually a silver/grey coloured flexible hose with a small valve at each end and you’ll find it either underneath your boiler or nearby.
Make sure the boiler is switched off and the system is cool
The hose will have a valve at both ends - make sure both ends of the hose are securely attached to both valves
The valves can be opened either by tap handles or by using a flat headed screwdriver
Open both valves to allow the cold mains water into the system
Keep an eye on the pressure gauge until it reaches 1.5 bar then turn off both valves one after the other.
Once the pressure is at the required level switch the boiler back on and (if required) reset the boiler. If you are unsure about any of the stages of this process please contact us.