Heat Pump Servicing and Repair
North East & Northumberland
Our Service Plans
The EcoFuture Heat pump service plans are designed to meet the demands and needs of customers who want to protect their heat pump and associated equipment on a service and repair basis.
This summary should be read in conjunction with the terms and conditions and the statement.
HEAT PUMP
SERVICE PLAN
We will remind you when your service is due for your heat pump and cylinder system. This will also include:
- All safety components
- Outside unit including a complete clean of the ASHP
- Checking settings and electronics for optimum performance and economy
- Insulation
- Anti-freeze levels
- Filters
- Pipework, fittings and flow rates
- Pressure relief valves and expansion vessels
- Remote monitoring on the performance of your system*
- System Pumps
- Zone Valves
- Diverter Valves
- Expansion Vessels
- UFH Pumps
From £18.99 a month
(or save more paying annually - £220)
HEAT PUMP
SERVICE PLAN PLUS+
We will remind you when your service is due for your heat pump and cylinder system. This will also include:
- All safety components
- Outside unit including a complete clean of the ASHP
- Checking settings and electronics for optimum performance and economy
- Insulation
- Anti-freeze levels
- Filters
- Pipework, fittings and flow rates
- Pressure relief valves and expansion vessels
- Remote monitoring on the performance of your system*
- System Pumps
- Zone Valves
- Diverter Valves
- Expansion Vessels
- UFH Pumps
From an extra £15.00 a month
(or save more paying annually - £380)
Benefits of Servicing and Monitoring
- Maintains your warranty
- Avoid future repairs when problems are spotted early
- Energy savings as our engineer will check your Heat Pump system is running efficiently
- Increase the life expectancy
of your appliance - Overview of system performance
Details of Service Plan
Whats covered by your service plan standard
- Annual service of your heat pump and associated equipment to make sure
- It’s running safely and efficiently
- Telephone technical support
What’s covered by your Service Plan Plus
- Everything in Service Plan Standard
- Remote monitoring
What’s not covered
- Removing sludge or scale from the heat pump (including any filters) or heating System, or repairing the damage it causes to the heat pump and associated equipment
- Faults caused by someone else you used for repairs, or design faults
- A guaranteed response time to call-outs; if you require emergency breakdown cover you should source this from a local heating firm or alternative provider
- Any contribution to the cost of repair or replacement
- Replacing or topping up system inhibitor unless we’ve removed it
- Repairing or replacing your central heating system
- Repairing or replacing other heating systems installed in the property
Your
responsibilities
Keeping us up to date
It’s your responsibility to keep us informed of any changes to your contact details Including telephone number, address or email. If you change the Heat Pump or associated equipment that’s covered by us, you need to tell us the make and model of the new one, so we can check we can cover it. If we can’t cover your new Heat Pump or associated equipment we may need to cancel or amend your product.
Getting into your property
Our engineers will only work on your property, if there’s someone 18 years old or older there at all times during the visit. It’s your responsibility to give us access to your property. If we can’t get access we wont be able to complete the work and it’s then up to you to arrange another appointment.
If you don’t re-arrange the appointment, your agreement will still continue.
After several failed attempts to get into your property, we may cancel your agreement but we’ll let you know beforehand.
Authority to carry out work
If you’re not at the property when our engineer visits, you must make sure that there is somebody else present who can give instructions to our engineer, on your behalf.
Working in dangerous or unsafe conditions
We won’t start or continue doing any work in your home if we believe there’s a health and safety risk, for example; hazardous chemicals, pest infestations, verbal or physical abuse or harassment and we wont return to finish the work until that risk is gone.
If any asbestos needs to be removed before we can repair your Heat Pump, appliance or system, you will need to arrange and pay for someone else to remove it and give you a certificate of reoccupation which you will need to show us.
Authorised contacts
If you want an authorised contact, its your responsibility to let us know who they are so that we can note it on your agreement.
Making any
improvements
Your service plan only includes servicing of your heat pump and associated equipment annually.
It doesn’t include any improvements or upgrades. Where we have told you that an improvement is necessary we may not continue to service your heat pump and associated equipment unless the work has been carried out and this may invalidate your agreement.
Scheduled visits
First Service
Your first service will need to be carried out prior to you first taking out the service plan. If we have already carried out a first service or an annual service at your address in the last six months we wont carry out another one.
At the first service our engineer will check that your heat pump is in our approved list and your boiler and associated equipment do not have any pre-existing faults. If we find its not on the approved list or it has any pre-existing fault, we will tell you what needs to be done to fix it and how much it will cost.
Annual service
One of our engineers will visit your home once a year to check that your heat pump and associated equipment is working safely and in line with the relevant laws and regulations.
During the visit our engineer will fill in a checklist that shows you exactly what we have looked at. If we find a problem or fault that needs to be fixed, we will tell you about it. If you require a replacement part or service that is not covered by your plan you will have to pay for this. The price will be made clear to you during the visit and the amount will be collected on the next direct debit.
When your annual service is due we’ll send you or your authorised contact an email, letter, text message or call you to arrange it. The month in which we intend to carry out the annual service is shown on the statement; however we may carryout the annual service up to 3 months prior to the date shown. We’ll try to get hold of you up to three times, If we don’t hear back from you after the third time, we wont try again and won’t refund the cost of the missed annual service. But you can still contact us at any time to book it.
Tenants or letting agents arranging visits
Your tenants or your letting agents can call us directly to arrange any engineer’s visit.
