CARE PLAN TERMS & CONDITIONS
Introduction – How These Terms Work
We understand that terms and conditions can be difficult to read. We have written these Care Plan Terms & Conditions as clearly as possible so you understand exactly what is and is not included.
These Care Plan Terms & Conditions apply specifically to our service plans and operate separately from our general terms for one-off works.
Care Plans are governed by:
These Care Plan Terms & Conditions; and
Any applicable Care Plan Schedules and Optional Add-On Terms.
Where more than one document applies, the following order of precedence applies:
These Care Plan Terms & Conditions
Care Plan schedules, summaries, and comparison tables
Optional Add-On Terms & Conditions
This Care Plan is a maintenance agreement and not an insurance policy.
PHP Services Ltd is not regulated by the Financial Conduct Authority (FCA).
Separate Care Plan Terms apply to:
Domestic homeowners
Landlords, letting agents, and rented properties
DOMESTIC CARE PLAN TERMS & CONDITIONS
1. Definitions
In these Domestic Care Plan Terms & Conditions, the following definitions apply:
Care Plan
The domestic maintenance plan selected by you, as confirmed following enrolment and acceptance.
Covered Components
The boiler, system components, and associated parts included under your selected Care Plan level, as set out in the applicable Care Plan Schedule.
Breakdown
The sudden and unexpected failure of a Covered Component resulting in loss of heating or hot water.
Beyond Economic Repair (BER)
Where the cost of repair exceeds the economic value of the appliance or component, or where repair is otherwise deemed uneconomical.
Plan Start Date
The date on which Care Plan cover formally commences following successful inspection and acceptance.
Plan Year
A 12-month period beginning on the Plan Start Date.
2. Scope of the Care Plan
2.1 The Care Plan provides maintenance and, where applicable, repair cover for Covered Components only.
2.2 Cover applies solely to the domestic residential property stated at the time of enrolment.
2.3 The Care Plan does not provide cover for properties used wholly or partly for commercial purposes.
2.4 The scope of cover depends on the Care Plan level selected and may vary between plans.
3. Eligibility and Initial Inspection
3.1 All Care Plans are subject to an initial boiler service and system inspection ("Initial Visit"), which is required to assess eligibility for cover.
The Initial Visit is included within the Care Plan at no additional cost, provided:
The customer proceeds with the Care Plan; and
The Care Plan remains active for the minimum term.
3.2 The Initial Visit assesses the safety, condition, compliance, and overall suitability of the appliance and heating system for Care Plan cover.
3.3 Where an appliance or system is found to be unsafe, non-compliant, unsuitable, or otherwise ineligible, we reserve the right to:
Decline cover; or
Restrict cover
3.4 Where Care Plan cover does not proceed for any reason (including where the customer chooses not to proceed, or where cover is declined or restricted), the Initial Visit will be treated as a standard boiler service and system inspection and will be chargeable.
3.5 Where defects, safety issues, non-compliance, or pre-existing faults are identified, we may:
Decline cover
Restrict cover
Require remedial works before cover can commence
3.6 Any required remedial works:
Are chargeable; and
Must be completed to our satisfaction before Care Plan cover becomes active
3.7 Eligibility for Care Plan cover is determined at our sole discretion.
4. Care Plan Levels
4.1 Available Care Plan levels, together with inclusions and exclusions, are set out in the applicable Care Plan Schedule.
4.2 Service-only plans provide an annual service and priority booking only and do not include repair cover, labour, or parts.
4.3 Repair-inclusive plans provide cover only for Covered Components and remain subject to exclusions, BER limits, and fair usage provisions.
5. Optional Add-Ons
5.1 Optional add-ons may be available, including but not limited to:
Unvented hot water cylinder service
Gas fire service
Electrical cover
5.2 Optional add-ons are subject to separate Add-On Terms & Conditions, which apply in addition to these Care Plan Terms.
6. Callouts and Response Times
6.1 Unlimited callouts apply to Covered Components only and only where repair cover is included.
6.2 Priority service means priority over non-members but does not guarantee same-day attendance.
6.3 Attendance outside normal working hours may be chargeable depending on plan level.
7. Annual Boiler Service
7.1 An annual boiler service is included under all Domestic Care Plans.
7.2 Services are carried out in accordance with manufacturer instructions and current regulations.
7.3 Missed or aborted appointments due to access issues may be chargeable.
7.4 The included annual boiler service forms part of the Care Plan only and is conditional upon:
The Care Plan remaining active; and
All payments being maintained in accordance with these Terms.
Where the Care Plan does not proceed, is cancelled, or is suspended due to non-payment before or after the Initial Visit, we reserve the right to charge for that visit at our standard rate.
8. Water Quality and System Care
8.1 Where included, water testing and corrosion protection apply only to plans that expressly include these services.
8.2 You are responsible for maintaining correct system pressure and reporting recurring faults.
9. Customer Responsibilities and Access
9.1 You must provide safe, clear, and unrestricted access to all relevant system components.
9.2 We do not make good, redecorate, or repair cosmetic finishes following works.
9.3 We may refuse to carry out works where access is unsafe or restricted.
10. Exclusions
10.1 The Care Plan excludes (but is not limited to):
Plumbing and drainage systems
Appliances not expressly covered
External pipework
Frozen pipes
Cosmetic damage
Damage caused by misuse, neglect, or third parties
Faults arising from building works or alterations
10.2 Fuel storage and supply systems are excluded, including:
Oil tanks and oil supply pipework
LPG cylinders, regulators, and bottle installations
Fuel contamination or running out of fuel
10.3 Where works fall outside the Care Plan, we may offer to carry them out at the applicable Care Plan labour or discounted member rate. Such works remain chargeable.
11. Beyond Economic Repair (BER)
11.1 Repairs will not be carried out where an appliance or component is deemed Beyond Economic Repair.
11.2 Heat exchanger failure is always considered BER.
11.3 Once BER is declared, no further repairs will be covered.
11.4 Monthly payments continue unless the Care Plan is cancelled in accordance with Section 12.
12. Payments, Term, and Cancellation
12.1 Domestic Care Plans operate on a minimum 12-month term.
12.2 Payments are collected monthly using the agreed payment method.
12.3 Missed or failed payments may result in suspension or cancellation.
12.4 Plans renew annually unless cancelled in writing prior to renewal.
13. Cooling-Off Period
13.1 A statutory 14-day cooling-off period applies from the date of enrolment.
13.2 Where services have been provided during the cooling-off period, reasonable costs may be deducted from any refund.
14. Certificates and Records
14.1 Service records and certificates are issued digitally unless otherwise agreed.
14.2 Printed copies may be chargeable.
15. Limitation of Liability
15.1 Nothing in these Terms limits liability for death or personal injury caused by negligence.
15.2 We are not liable for indirect or consequential loss.
16. Governing Law
These Domestic Care Plan Terms & Conditions are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.
LANDLORD CARE PLAN TERMS & CONDITIONS
1. Application of These Terms
These Landlord Care Plan Terms & Conditions apply where PHP Services Ltd provides Care Plan services to:
Landlords
Letting agents
Property managers
in respect of rented residential properties.
These Terms apply in addition to the Care Plan Introduction and override the Domestic Care Plan Terms where there is any conflict.
This Care Plan is a maintenance service and not an insurance policy.
2. Parties and Authority
2.1 The Client is the landlord, property owner, or managing agent instructing PHP Services Ltd.
2.2 Where a letting or managing agent instructs services, they confirm they have full authority to:
Instruct works
Accept quotations
Agree Care Plan terms
Settle payment on behalf of the landlord
2.3 References to a tenant mean the lawful occupier of the property.
3. Scope of the Landlord Care Plan
3.1 The Landlord Care Plan provides maintenance and, where applicable, repair cover for Covered Components only, as defined by the selected plan level.
3.2 Cover applies solely to the rented residential property stated at enrolment.
3.3 The Care Plan does not apply to:
Commercial premises
HMOs requiring separate licensing
Mixed-use properties
unless expressly agreed in writing.
4. Eligibility and Initial Inspection
4.1 All Landlord Care Plans are subject to an initial boiler service and system inspection ("Initial Visit"), which is required to assess eligibility for cover.
The Initial Visit is included within the Care Plan at no additional cost, provided:
The Client proceeds with the Care Plan; and
The Care Plan remains active for the minimum term.
4.2 The inspection assesses safety, condition, compliance, and eligibility for Care Plan cover.
4.3 Where a system or appliance is unsafe, non-compliant, unsuitable, or otherwise ineligible, we may:
Decline cover
Restrict cover
Require remedial works before cover can commence
4.4 Where Care Plan cover does not proceed for any reason (including where the Client chooses not to proceed, or where cover is declined or restricted), the Initial Visit will be treated as a standard boiler service and system inspection and will be chargeable.
4.5 Eligibility decisions are made at our sole discretion.
5. Landlord Responsibilities
5.1 The landlord remains responsible at all times for compliance with statutory obligations, including but not limited to:
Gas safety
Electrical safety
Carbon monoxide protection
Water hygiene
5.2 This Care Plan does not replace or override any legal duties owed by the landlord.
5.3 Accurate and complete information regarding:
Appliances
Access arrangements
Tenancy status
must be provided.
6. Tenant Access and Attendance
6.1 The landlord or managing agent is responsible for arranging tenant access.
6.2 Missed or aborted appointments due to tenant non-attendance or access restrictions may be chargeable.
6.3 Repeated access failures may result in suspension or refusal of service under the Care Plan.
7. Care Plan Levels
7.1 Available Care Plan levels and their inclusions are set out in the applicable Care Plan Schedule.
7.2 Service-only plans include:
An annual boiler service
Statutory checks where applicable
and do not include repairs, labour, or parts.
7.3 Repair-inclusive plans provide cover only for Covered Components and remain subject to:
Exclusions
Beyond Economic Repair limits
Fair usage provisions
8. Gas Safety and Certification
8.1 Where included, annual gas safety checks and certification are carried out in accordance with statutory requirements.
8.2 Certificates are issued only where:
Appliances pass inspection
Payment obligations are met
8.3 Unsafe appliances may be isolated or disconnected without liability.
8.4 Any included annual boiler service, gas safety check, or inspection forms part of the Care Plan only and is conditional upon:
The Care Plan remaining active; and
All payments being maintained in accordance with these Terms.
Where the Care Plan does not proceed, is cancelled, or is suspended due to non-payment before or after the Initial Visit, we reserve the right to charge for that visit at our standard rate.
9. Tenant Misuse and Damage
9.1 Faults arising from:
Tenant misuse
Neglect
Interference
Unauthorised alterations
are excluded from Care Plan cover.
9.2 Evidence of misuse may result in suspension of cover until rectified at the landlord’s expense.
10. Void Properties
10.1 Damage occurring during void periods is excluded from Care Plan cover.
10.2 The landlord remains responsible for protecting systems during voids, including frost protection.
11. Exclusions
11.1 The Landlord Care Plan excludes (but is not limited to):
Plumbing and drainage systems
Appliances not expressly covered
External pipework
Frozen pipes
Cosmetic damage
Damage caused by tenants or third parties
Faults arising from building works or alterations
11.2 Fuel storage and supply systems are excluded, including:
Oil tanks and oil supply pipework
LPG cylinders, regulators, and bottle installations
Fuel contamination or running out of fuel
11.3 Where works fall outside the Care Plan, we may offer to carry them out at the applicable Care Plan or discounted member rate. Such works remain chargeable.
12. Beyond Economic Repair (BER)
12.1 Repairs will not be carried out where an appliance or component is deemed Beyond Economic Repair.
12.2 Heat exchanger failure is always considered BER.
12.3 Once BER is declared, no further repairs will be covered.
12.4 Monthly payments continue unless the Care Plan is cancelled.
13. Payments, Term, and Cancellation
13.1 Landlord Care Plans operate on a minimum 12-month term.
13.2 Payments are payable by the landlord or managing agent.
13.3 Missed or failed payments may result in suspension or cancellation of cover.
13.4 Plans renew annually unless cancelled in writing prior to renewal.
14. Records and Certificates
14.1 Service records and certificates are issued digitally unless otherwise agreed.
14.2 Printed copies may be chargeable.
15. Limitation of Liability
15.1 Nothing in these Terms limits liability for death or personal injury caused by negligence.
15.2 We are not liable for indirect or consequential loss, including loss of rental income.
16. Governing Law
These Landlord Care Plan Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
ULTIMATE CARE PLAN – EXTENDED COVER SCHEDULES
The provisions in this section apply only where the Ultimate Care Plan has been selected.
These schedules do not apply to Service Only, Basic, or Premium plans.
Where there is any conflict between these schedules and the Domestic or Landlord Care Plan Terms, these schedules shall take precedence in respect of the services described below only.
All services remain subject to eligibility, inspection, exclusions, and fair usage.
1. Heating Pipework (Ultimate Plans Only)
1.1 Scope of Cover
Where included, cover applies to existing internal heating pipework only, forming part of the central heating system.
Cover includes:
Repair of sudden and unforeseen leaks or failures
Limited sectional replacement where repair is not reasonably practicable
Any replacement carried out will be:
Like-for-like or nearest modern equivalent
Routed in the same or substantially similar manner
Determined at our discretion
1.2 Exclusions
Heating pipework cover does not include:
Pipework concealed within walls, floors, ceilings, or structural elements
Pipework requiring lifting flooring, cutting walls, or disturbing finishes
Plastic microbore pipework where widespread degradation is evident
Lead pipework
Alterations, upgrades, rerouting, or system redesign
Full or property-wide pipework replacement
Damage caused by freezing, corrosion, scale, building movement, impact, pests, or third-party works
2. Internal Gas Supply Pipework (Ultimate Gas & LPG Plans Only)
2.1 Scope of Cover
Where included, cover applies to internal gas supply pipework only, located within the property boundary and serving fixed heating appliances.
Cover includes:
Repair of leaks arising from normal domestic use
Limited sectional replacement where repair is not reasonably practicable
2.2 Exclusions
Internal gas supply pipework cover does not include:
External pipework
Pipework serving non-heating appliances unless expressly stated
Gas meters, regulators, emergency control valves, or supply infrastructure
Full replacement of gas installations
Upgrades required solely due to changes in legislation or regulations
All gas works will be carried out in accordance with Gas Safe requirements.
This cover does not replace or override any statutory gas safety obligations.
3. Hot Water Cylinders (Ultimate Plans Only)
3.1 Scope of Cover
Where included, cover applies to existing hot water cylinders, including unvented systems.
Cover may include:
Repair of eligible faults
Replacement where repair is not economically viable
Replacement is limited to:
Like-for-like or nearest modern equivalent
A cylinder of similar capacity and specification
Installation method determined by us
3.2 Conditions and Exclusions
Hot water cylinder cover does not include:
Relocation of the cylinder
System redesign or reconfiguration
Structural alterations or building works
Cosmetic finishes or decorative enclosures
Associated upgrades not required for safe operation
All replacement or repair is subject to:
Safety compliance
Manufacturer support availability
Engineer assessment
4. System Powerflush (Ultimate Plans Only)
4.1 Scope of Service
Where included, a system powerflush may be provided:
No more than once every five years
Only where technically appropriate and safe
Powerflushing is carried out to:
Improve system circulation
Reduce sludge and debris
Support efficient system operation
4.2 Limitations
A system powerflush:
Is not guaranteed
Will not be carried out where it may cause damage
Does not remedy underlying system defects
The decision to proceed rests solely with us following inspection.
5. Fair Usage and Limitations
5.1 Ultimate Plan extended cover is subject to fair usage, including reasonable limits on:
Frequency of attendance
Labour time
Cost of parts and materials
5.2 Repeated failures arising from the same underlying issue may result in:
Restriction of cover
Requirement for chargeable remedial works
Withdrawal of the extended cover element
OPTIONAL ADD-ON TERMS & CONDITIONS
Optional add-ons are available in conjunction with an active Care Plan where expressly selected.
Each add-on:
Is optional
Applies only where selected
Is governed by its own specific Add-On Terms & Conditions
The full Add-On Terms & Conditions for each available add-on are set out below on this page and apply in addition to the applicable Domestic or Landlord Care Plan Terms.
Where an add-on is selected, the relevant Add-On Terms apply in full and form part of the Care Plan agreement.
In the event of any conflict between:
The Care Plan Terms & Conditions; and
An Add-On’s specific Terms & Conditions
the Add-On Terms & Conditions shall take precedence, but only in respect of the services provided under that add-on.
Available Add-Ons
Add-ons may include (subject to eligibility and inspection):
Electrical Cover
Gas Fire Cover
Unvented Hot Water Cylinder Cover
PAT Testing (Landlord plans only)
Legionella Risk Assessment (Landlord plans only)
Each add-on has its own scope, limitations, exclusions, and eligibility criteria, which are detailed in the relevant section below.
GENERAL PROVISIONS
1. Pricing and VAT
1.1 All Care Plans and optional add-ons are charged on a monthly basis unless expressly stated otherwise.
1.2 Where stated, prices for domestic homeowner Care Plans are shown inclusive of VAT.
Prices for landlord Care Plans, optional add-ons, and any additional services are shown exclusive of VAT unless expressly stated otherwise.
VAT is charged at the prevailing rate.
1.3 Prices may be reviewed periodically. Where pricing changes, reasonable notice will be provided.
2. Payments
2.1 Payments are collected by the agreed payment method.
2.2 Where a payment fails, we may:
Re-attempt collection
Suspend cover
Cancel the Care Plan or applicable add-ons
2.3 Cover may be suspended during any period of non-payment.
3. Term and Cancellation
3.1 Care Plans operate on a minimum 12-month term, unless stated otherwise in writing.
3.2 Plans renew automatically at the end of each term unless cancelled in accordance with these Terms.
3.3 Cancellation requests must be made in writing.
3.4 Where a Care Plan is cancelled:
Charges remain payable for services already provided
Add-ons will be cancelled concurrently unless otherwise agreed
4. Cooling-Off Period
4.1 A statutory 14-day cooling-off period applies from the date of enrolment.
4.2 Where services have been provided during the cooling-off period, reasonable costs may be deducted from any refund.
5. Suspension and Termination
5.1 We may suspend or terminate a Care Plan or any add-on where:
Eligibility criteria are no longer met
Safety concerns arise
Access is repeatedly denied
Misuse, neglect, or non-compliance is identified
5.2 Suspension or termination does not entitle the customer to a refund of amounts already paid, except where required by law.
6. Limitation of Liability
6.1 Nothing in these Terms limits liability for death or personal injury caused by negligence.
6.2 We shall not be liable for:
Indirect or consequential loss
Loss of income or rental income
Loss arising from excluded faults or third-party works
7. Force Majeure
We are not liable for delays or failure to perform services due to events beyond our reasonable control, including but not limited to:
Extreme weather
Supply chain disruption
Acts of government
Utility outages
8. Governing Law
These Care Plan Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
ELECTRICAL COVER – ADD-ON TERMS & CONDITIONS
Applies only where Electrical Cover is selected as an optional add-on in conjunction with an active PHP Services Care Plan.
These Electrical Cover Add-On Terms & Conditions apply where Electrical Cover is provided as an optional add-on in conjunction with an active PHP Services Care Plan.
Electrical Cover is supplementary to, and must be read together with:
The Care Plan Terms & Conditions; and
Any applicable Care Plan Schedules.
Where there is any conflict, these Electrical Cover Add-On Terms & Conditions shall take precedence only in respect of electrical works.
Electrical Cover is a maintenance service and not an insurance policy.
1. Definitions
In these Terms:
“We / Us / Our”
Plumbing, Heating & Property Services Ltd trading as PHP Services.
“You / Your / Customer”
The person or entity who has entered into a Care Plan with Electrical Cover.
Electrical Cover
The optional electrical maintenance cover provided subject to these Terms.
Property
The residential property covered under the Care Plan.
Fixed Electrical Installation
Permanent wiring, circuits, consumer units, sockets, switches, and electrical accessories forming part of the Property.
2. Scope of Electrical Cover
2.1 Electrical Cover is available only in conjunction with an active PHP Services Care Plan.
2.2 Electrical Cover applies solely to Fixed Electrical Installations within the Property and is subject to eligibility, inspection, and exclusions set out in these Terms.
2.3 Electrical Cover does not apply to portable, plug-in, or freestanding electrical appliances unless expressly agreed in writing.
3. Eligibility, Inspection, and EICR Requirements
3.1 Electrical Cover shall not commence until the electrical installation has been inspected and deemed suitable by PHP Services.
3.2 The initial electrical inspection is chargeable unless expressly agreed otherwise in writing and remains chargeable even where Electrical Cover is declined, restricted, or not activated.
3.3 Eligibility decisions are made at the sole discretion of PHP Services.
Landlord Properties
3.4 For rented or landlord properties, a valid Electrical Installation Condition Report (EICR) must be provided prior to Electrical Cover commencing.
3.5 Where no current EICR is in place, PHP Services may arrange an EICR at additional cost prior to activation of Electrical Cover.
3.6 Electrical Cover will not commence where the EICR records:
C1 (Danger Present)
C2 (Potentially Dangerous)
FI (Further Investigation Required)
3.7 Any C3 recommendations or remedial works identified must be completed before Electrical Cover commences.
Homeowner Properties
3.8 For owner-occupied domestic properties, a general electrical inspection will be carried out to assess the condition of visible wiring, sockets, switches, and accessories.
3.9 A formal EICR is not included unless expressly agreed and charged separately.
3.10 Where safety concerns, defects, or non-compliance are identified, Electrical Cover may be refused or suspended until remedial works are completed.
4. What Is Included
Subject to compliance with these Terms, Electrical Cover includes:
Fault diagnosis relating to Fixed Electrical Installations
Repair of existing electrical circuits
Replacement of faulty sockets, switches, fused spurs, and light fittings
Repair of existing cabling where failure occurs during normal domestic use
All works are limited to restoring safe and functional operation.
Improvements, upgrades, or enhancements are not included.
5. What Is Excluded
Electrical Cover does not include:
Consumer unit (fuse board) replacement, upgrade, or alteration
Full or partial rewiring of the Property
Pre-existing faults identified before cover commences
Electrical works required solely due to changes in legislation or regulations
Electric vehicle charging points
Smart home systems, data cabling, alarm systems, CCTV, or audiovisual installations
Decorative, specialist, or non-standard electrical fittings, including chandeliers, feature lighting, bespoke fittings, or designer accessories
Garden electrics, external buildings, or outbuildings unless agreed in writing
Damage caused by flooding, fire, impact, pests, or structural defects
Cosmetic issues including discolouration, cracked accessories, or aesthetic damage
6. Access and Safety
6.1 You must provide safe, clear, and unrestricted access to all relevant electrical components.
6.2 Electrical Cover does not apply where access is unsafe, restricted, or obstructed.
6.3 Electrical Cover does not include works requiring:
Lifting floor coverings
Removing fixed flooring
Cutting or disturbing walls, ceilings, or structural elements
Making-good, reinstatement, or decorative works
6.4 Aborted or failed visits due to access issues may be chargeable.
7. Parts, Labour, and Fair Usage
7.1 Electrical Cover includes labour and standard replacement parts, subject to fair usage.
7.2 Fair usage includes reasonable limits on:
The number of call-outs
The cost of parts supplied
Repeated attendance for the same underlying issue
7.3 Where faults arise from misuse, neglect, third-party works, or non-compliance, cover may be suspended until rectified at the Customer’s expense.
7.4 Where works fall outside the scope of Electrical Cover, PHP Services may, at its discretion, offer to carry out such works at the applicable Care Plan labour rate or discounted member rate. Such works remain chargeable.
8. Landlord and Tenanted Properties
8.1 For rental properties, the landlord or managing agent remains responsible for tenant access.
8.2 Missed appointments due to tenant non-attendance are not covered.
8.3 Electrical Cover does not replace or override the landlord’s legal obligations to maintain safe electrical installations.
8.4 Electrical Cover is not a substitute for an Electrical Installation Condition Report (EICR).
9. Attendance and Emergencies
9.1 Electrical Cover provides attendance during normal working hours unless otherwise stated.
9.2 Emergency or out-of-hours attendance may be chargeable depending on Care Plan level and availability.
10. Term and Cancellation
10.1 Electrical Cover runs concurrently with the underlying Care Plan and is subject to the same minimum 12-month term.
10.2 Cancellation or termination of the Care Plan will automatically cancel Electrical Cover.
11. Governing Law
These Electrical Cover Add-On Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
UNVENTED HOT WATER CYLINDER COVER – ADD-ON TERMS & CONDITIONS
Applies only where Unvented Hot Water Cylinder Cover is selected as an optional add-on or is included as part of an Ultimate Care Plan.
These Unvented Hot Water Cylinder Cover Add-On Terms & Conditions apply where cover for an unvented hot water cylinder is provided in conjunction with an active PHP Services Care Plan.
These Terms are supplementary to, and must be read together with:
The Care Plan Terms & Conditions; and
Any applicable Care Plan Schedules.
Where there is any conflict, these Add-On Terms shall take precedence only in respect of unvented hot water cylinder works.
This service is a maintenance service and not an insurance policy.
1. Definitions
In these Terms:
Unvented Hot Water Cylinder
A mains-pressure hot water storage cylinder incorporating safety devices and controls in accordance with Building Regulations.
Cylinder Cover
The optional maintenance and repair cover provided subject to these Terms.
Ultimate Care Plan
The highest level Care Plan which may include extended system and replacement cover.
2. Scope of Cover
2.1 Where Unvented Hot Water Cylinder Cover is selected as an add-on, cover is limited to:
Fault diagnosis
Repair of eligible components
2.2 Where included as part of an Ultimate Care Plan, cover may include:
Repair of eligible faults; and
Replacement of the unvented hot water cylinder where repair is deemed uneconomical or unsafe.
2.3 Replacement, where applicable, is limited to:
Like-for-like or nearest modern equivalent
Similar capacity and specification
Installation method determined by us
2.4 Cover applies only to the existing cylinder installed at the property and does not extend to system redesign or upgrades.
3. Eligibility and Inspection
3.1 Cover shall not commence until the cylinder and associated components have been inspected and deemed suitable.
3.2 The inspection is chargeable unless expressly stated otherwise and remains chargeable even where cover is declined.
3.3 Where safety issues, non-compliance, age-related deterioration, or pre-existing faults are identified, we may:
Decline cover
Restrict cover
Require chargeable remedial works before cover applies
3.4 Eligibility decisions are made at our sole discretion.
4. What Is Included
Subject to these Terms, cover may include:
Repair or replacement of immersion heaters
Temperature and pressure relief valves
Expansion vessels
Associated safety controls
All works are limited to restoring safe and functional operation.
5. What Is Excluded
Unvented Hot Water Cylinder Cover does not include:
Installation defects or non-compliant installations
Discharge pipework upgrades beyond current compliance requirements
Scale damage caused by water hardness or poor water quality
Relocation of the cylinder
System redesign or reconfiguration
Structural alterations or building works
Cosmetic finishes, boxing-in, or decorative enclosures
Replacement where parts or cylinders are no longer supported by manufacturers
6. Landlord-Specific Provisions
6.1 This cover does not replace or override any statutory obligations owed by landlords.
6.2 Responsibility for compliance with Building Regulations and safety requirements remains with the landlord.
7. Fair Usage and Limitations
7.1 Cylinder cover is subject to fair usage, including reasonable limits on:
Attendance
Labour time
Cost of parts or replacement components
7.2 Repeated failures arising from the same underlying issue may result in restriction or withdrawal of cover.
8. Term and Cancellation
8.1 Unvented Hot Water Cylinder Cover runs concurrently with the underlying Care Plan.
8.2 Cancellation or termination of the Care Plan will automatically cancel this add-on.
9. Governing Law
These Unvented Hot Water Cylinder Cover Add-On Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
GAS FIRE COVER – ADD-ON TERMS & CONDITIONS
Applies only where Gas Fire Cover is selected as an optional add-on in conjunction with an active PHP Services Care Plan.
These Gas Fire Cover Add-On Terms & Conditions apply where Gas Fire Cover is provided alongside an active Care Plan.
These Terms are supplementary to, and must be read together with:
The Care Plan Terms & Conditions; and
Any applicable Care Plan Schedules.
Where there is any conflict, these Add-On Terms shall take precedence only in respect of gas fire works.
Gas Fire Cover is a maintenance service and not an insurance policy.
1. Definitions
In these Terms:
Gas Fire
A fixed, mains-gas or LPG-fired room heater installed at the Property and connected to a flue or chimney system.
Gas Fire Cover
The optional servicing and repair cover provided subject to these Terms.
2. Scope of Cover
2.1 Gas Fire Cover applies to one gas fire per property, unless expressly agreed otherwise in writing.
2.2 Cover includes:
Annual service of the gas fire where selected
Fault diagnosis
Repair of eligible internal components
2.3 Cover applies only to the existing gas fire installed at the Property at the time cover commences.
2.4 All works are limited to restoring safe and functional operation.
3. Eligibility and Inspection
3.1 Gas Fire Cover shall not commence until the appliance has been inspected and deemed safe and suitable.
3.2 The initial inspection or service is chargeable unless expressly stated otherwise.
3.3 Where the appliance is found to be unsafe, non-compliant, obsolete, or unsuitable, we may:
Decline cover
Restrict cover
Isolate or disconnect the appliance without liability
3.4 Eligibility decisions are made at our sole discretion.
4. What Is Included
Subject to these Terms, Gas Fire Cover may include:
Cleaning and servicing of the appliance
Replacement of eligible internal components
Safety checks in accordance with current regulations
Replacement parts are subject to availability.
5. What Is Excluded
Gas Fire Cover does not include:
Chimneys, flues, liners, cowls, or ventilation upgrades
Building works or structural alterations
Decorative surrounds, hearths, mantels, or cosmetic finishes
Remote controls, batteries, or accessories
Fires that are obsolete or where parts are no longer available
Replacement of the appliance where deemed Beyond Economic Repair
Damage caused by misuse, neglect, or third-party works
6. Landlord-Specific Provisions
6.1 Where Gas Fire Cover is provided at a rented property:
Tenant misuse or damage is excluded
The landlord remains responsible for statutory gas safety obligations
6.2 Gas Fire Cover does not replace or override landlord compliance duties.
7. Fair Usage and Limitations
7.1 Gas Fire Cover is subject to fair usage, including reasonable limits on:
Attendance
Labour time
Cost of replacement parts
7.2 Repeated faults arising from the same underlying issue may result in restriction or withdrawal of cover.
8. Term and Cancellation
8.1 Gas Fire Cover runs concurrently with the underlying Care Plan.
8.2 Cancellation or termination of the Care Plan will automatically cancel this add-on.
9. Governing Law
These Gas Fire Cover Add-On Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
PAT TESTING – ADD-ON TERMS & CONDITIONS
(Landlord Care Plans Only)
Applies only where Portable Appliance Testing (PAT) is selected as an optional add-on in conjunction with an active Landlord Care Plan.
These PAT Testing Add-On Terms & Conditions apply where PHP Services Ltd provides portable appliance testing services at rented residential properties.
These Terms are supplementary to, and must be read together with:
The Care Plan Terms & Conditions; and
Any applicable Landlord Care Plan Terms.
Where there is any conflict, these Add-On Terms shall take precedence only in respect of PAT testing services.
PAT Testing is a testing and reporting service and not an insurance product.
1. Definitions
In these Terms:
Portable Appliance
An electrical appliance that can be moved and is connected to the electrical supply via a plug.
PAT Testing
The visual inspection and electrical testing of portable appliances in accordance with current guidance.
2. Scope of Service
2.1 PAT Testing includes:
Visual inspection of landlord-owned portable appliances
Electrical testing where applicable
Recording of test results
Application of pass or fail labels
2.2 A written or digital record of results will be provided.
2.3 PAT Testing applies only to appliances accessible at the time of attendance.
3. What Is Included
Subject to these Terms, PAT Testing may include:
Kettles
Microwaves
Refrigeration appliances
Washing machines and tumble dryers
Lamps supplied by the landlord
Only appliances owned by the landlord are included.
4. What Is Excluded
PAT Testing does not include:
Tenant-owned appliances
Fixed electrical installations
Hard-wired appliances
Repairs or replacement of appliances
Ongoing monitoring or re-testing beyond the agreed visit
Failed appliances will be reported and, where necessary, isolated.
5. Landlord Responsibilities
5.1 The landlord remains responsible for:
Appliance ownership records
Replacement or repair of failed appliances
Compliance with all statutory duties
5.2 PAT Testing does not transfer legal responsibility for electrical safety from the landlord.
6. Access and Attendance
6.1 The landlord or managing agent is responsible for arranging access.
6.2 Appliances not presented, unplugged, or accessible at the time of attendance will not be tested.
6.3 Missed or aborted visits due to access issues may be chargeable.
7. Limitations
7.1 PAT Testing:
Represents the condition of appliances at the time of testing only
Does not guarantee future safety or compliance
7.2 PHP Services Ltd accepts no liability for appliance failure occurring after testing.
8. Term and Cancellation
8.1 PAT Testing is provided as a one-off service or at the agreed interval where included within a Care Plan.
8.2 Cancellation or termination of the Care Plan will automatically cancel this add-on.
9. Governing Law
These PAT Testing Add-On Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
LEGIONELLA RISK ASSESSMENT – ADD-ON TERMS & CONDITIONS
(Landlord Care Plans Only)
Applies only where a Legionella Risk Assessment is selected as an optional add-on in conjunction with an active Landlord Care Plan.
These Legionella Risk Assessment Add-On Terms & Conditions apply where PHP Services Ltd provides a Legionella risk assessment service at rented residential properties.
These Terms are supplementary to, and must be read together with:
The Care Plan Terms & Conditions; and
Any applicable Landlord Care Plan Terms.
Where there is any conflict, these Add-On Terms shall take precedence only in respect of Legionella risk assessment services.
This service is a risk assessment and reporting service and not an insurance product.
1. Definitions
In these Terms:
Legionella Risk Assessment
An assessment of the risk of Legionella bacteria growth within a domestic water system, carried out in accordance with current Health and Safety Executive (HSE) guidance.
Water System
Cold and hot water systems within the property, including storage, distribution, and outlets.
2. Scope of Service
2.1 The Legionella Risk Assessment includes:
An on-site inspection of the property’s water system
Identification of potential risk factors
Assessment of system condition and usage
A written or digital risk assessment report
2.2 The assessment reflects conditions at the time of inspection only.
3. What Is Included
Subject to these Terms, the service may include:
Identification of stagnant water risks
Review of hot and cold water storage arrangements
Temperature checks where appropriate
Recommendations to reduce identified risks
4. What Is Excluded
The Legionella Risk Assessment does not include:
Remedial works or system modifications
Water treatment, flushing regimes, or sampling
Ongoing monitoring or repeat assessments
Assessment of complex, commercial, or non-domestic water systems
Any remedial works required will be quoted separately.
5. Landlord Responsibilities
5.1 The landlord remains responsible for:
Implementing recommendations
Maintaining safe water systems
Ongoing monitoring and record keeping
5.2 This service does not guarantee compliance with legislation and does not transfer statutory responsibility from the landlord.
6. Access and Attendance
6.1 The landlord or managing agent is responsible for arranging access.
6.2 Restricted or incomplete access may limit the scope of the assessment.
6.3 Missed or aborted visits due to access issues may be chargeable.
7. Limitations of Liability
7.1 The assessment represents a professional opinion based on visible and accessible elements of the system.
7.2 PHP Services Ltd shall not be liable for:
Changes in system condition after assessment
Risks arising from misuse or lack of maintenance
Failure to implement recommendations
8. Term and Cancellation
8.1 The Legionella Risk Assessment is provided as a one-off service or at the agreed interval where included within a Care Plan.
8.2 Cancellation or termination of the Care Plan will automatically cancel this add-on.
9. Governing Law
These Legionella Risk Assessment Add-On Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.
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