DOMESTIC PREMISES PRIMARY HEATING BREAKDOWN ASSISTANCE

TERMS AND CONDITIONS OF COVER

  • Emergency assistance is provided when an unforeseen and unexpected total breakdown of the primary heating system occurs which leaves the boiler inoperable and the occupier with no heating and/or hot water.
  • The assistance will commence 30 days from receipt of a fuel delivery from Northern Energy for new customers.
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DOMESTIC PREMISES PRIMARY HEATING BREAKDOWN ASSISTANCE

TERMS AND CONDITIONS OF COVER

  • Emergency assistance is provided when an unforeseen and unexpected total breakdown of the primary heating system occurs which leaves the boiler inoperable and the occupier with no heating and/or hot water.
  • The assistance will commence 30 days from receipt of a fuel delivery from Northern Energy for new customers. For our existing customers the assistance will commence 30 days from setting up a direct debit account.
  • In the event of a breakdown an OFTEC qualified engineer will visit the premises to restore the heating and/or hot water.
  • The engineer will endeavour to restore your heating & or hot water as soon as possible and this may mean a replacement part is required. However if the heating is restored but spare parts are required to ensure the continuation of the boiler, the customer will be responsible for the cost of the replacement part and labour.
  • We shall pay on your behalf for up to a maximum of two separate breakdown incidents during a twelve month period the cost of call out, parts and labour on site up to £250 including VAT for the first emergency and £190 including VAT for the second.
  • The benefits of the breakdown assistance can only be enjoyed while you continue to be a customer of Northern Energy, pay by direct debit, participate in the Automatic refilling service and your annual usage is at least 1600 litres a year.

HOW TO ARRANGE ASSISTANCE

Before requesting assistance please check the circumstances are covered. During office hours (Monday to Friday 8am – 5pm) telephone 01423 770 810. Out of hours please call your designated engineer as shown in the letter enclosed and provide details of the emergency, make of boiler and date of last service.   The engineer will endeavour to attend the premises as soon as possible provided this is not precluded by adverse weather or road conditions or any circumstances preventing access to the premises. .

CONDITIONS

  • The heating system must be maintained and serviced annually, by an OFTEC qualified engineer, in accordance with the manufacturer’s recommendations. Failure to do so will mean we will not be able to provide assistance.
  • The attending engineer will require proof that the service has been carried out within the preceding twelve months.
  • Should the engineer be uncertain about the provision of cover he will refer to Northern Energy. How and when the work is undertaken to restore heating or hot water will be at the engineer’s discretion. To ensure an accurate record the telephone conversation may be recorded.
  • The emergency assistance provided should not replace or substitute any maintenance or repairs required.
  • Further work or replacement parts recommended by the engineer to ensure the continuity of the heating is at your own expense.
  • We may advise you that permanent repairs or improvements are needed to make sure your system works safely or to comply with regulations. If you do not follow our advice it may mean we are unable to assist in the future.
  • You will be responsible for the engineers call out charges if, having requested assistance; you are not at home when the engineer arrives.
  • If the cost of the call out, parts and labour exceeds the amount we agree to pay as stated above, you will be required to pay the excess direct to the engineer.

EXCLUSIONS

We shall not pay for any costs arising from or in connection with:

  • Boilers which are still working but you suspect may be about to breakdown, such as a noise has developed.
  • The cost of restarting the boiler due to a run out of fuel (if not on our refilling service).
  • Any breakdown occurring within 30 days of a first delivery from Northern Energy or if you are an existing customer, within 30 days of joining the scheme.
  • If the oil pump has not been upgraded to current standards, any costs arising from the replacement of the pump will be incurred by the customer.
  • A boiler which is covered by manufacturers or installer’s warranty.
  • Restoring the heating caused by faults which existed prior to the commencement of the assistance
  • A breakdown occurring where prior advice had been given of an existing fault.
  • Any system which has not been properly installed, maintained, serviced or repaired in accordance with the manufacturer’s instructions.
  • Any system which been incorrectly used or modified or which is faulty or inadequate as a result of manufacturer or design defect.
  • Failure of boiler or heating systems that have not been serviced by a qualified person within the preceding twelve months.
  • Assistance when upon attendance it becomes clear the situation is not a breakdown or where there is a suitable alternative method of heating the premises and/or providing hot water. In this case we shall not cover the cost of the call-out
  • De-scaling or any work arising from hard water scale, or clearing of air locks or replacing batteries.
  • Re-lighting of boilers and the correct operation or routine adjustment of time and temperature controls or the bleeding of radiators.
  • Fuel tanks and related fuel lines including the tiger loop if applicable
  • Replacement of flexible hoses
  • Damage caused to the heating system as a result of oil tank contamination.
  • Faults or damage caused by freezing weather conditions, subsidence or structural repairs, fire, lightning, explosion, earthquake, storm or flood. These risks should be covered by your household insurance.
  • Damage caused by changes or interruption of utility supplies.
  • Repairs to, or financial contribution to the replacement of a system that in the engineers opinion has become uneconomical to repair.
  • Situations arising where the property has been left unoccupied for 30 consecutive days or more.
  • Commencing or continuing work where we consider there is a health and safety risk including the presence of hazardous materials, infestations or harassment of our personnel.
  • Third party or accidental damage.
  • Replacement or adjustment to any decorative part
  • More than one emergency breakdown arising from the same cause.
  • Replacing controls for under floor heating.
  • Repair, replacement of the flue and problems arising from a blockage.

GENERAL CONDITIONS

  • The assistance cannot be transferred to anyone else.
  • Northern Energy reserves the right to withdraw assistance if the customer does not meet the criteria to qualify.

ENQUIRIES AND COMPLAINTS

Whilst it is always our intention to provide a first class service, if you have any concerns regarding the breakdown assistance, please address them to: The Manager, Northern Energy Supplies Ltd, Hampsthwaite Head, Hampsthwaite, Harrogate HG3 2HT. This will not affect your statutory rights.

What our clients are saying

We have just had a delivery this morning. The driver is new and I just wanted you to know how efficient he was and very friendly. He told us about your new vehicle which will be able to access hard to reach properties if the weather is bad and the big tankers cannot get access. Mr S
We had an exceptionally busy period at the pub in summer and ran out of gas from a delivery which would normally have lasted much longer. I rang Northern Energy mid-morning when we discovered our situation and they delivered within 20 minutes! We were all very impressed by the speed and helpfulness of the service which got us out of a potentially very difficult situation. Lunch service went on as normal in our pub.
Thank you, Northern Energy!
Mrs R - Publican
Excellent service , easy to order with polite efficient sales staff. Delivery drivers friendly and reliable, very impressed with all round customer service.  Mrs J
Your telephone is answered quickly and in a friendly manner followed up with call/message of delivery date. Mrs B
My husband and I are very pleased with your overall service and have recommended your service to other people round about. We rate you 10. Many thanks Mrs B
Yes I would recommend you, I score 10. The 'PPP' keeps my tank topped up, no VAT to pay. A very good efficient firm with nice friendly delivery men. Thank you Mr W
Been with you now since 2005 would recommend you to anyone Mr W
Always good service from ring (a day before) to say delivery is on it's way to the tank being filled up, thanks guys! Mr T
Last year I recommended you to my neighbour and he is equally happy with your service. Mrs S
I have just recommended your company to a friend who's just moved into a new home and uses oil. I have given you 10 in ratings. Mr M
We find the whole service really easy & efficient Mrs M
We are new customers, but the one delivery we have had came on time. The driver was very friendly and quick with no mess. Very pleased and no need to go elsewhere! Mrs D
I have always been very happy with the service I've recieved from Northern Energy and in fact have got you 2 more customers in the village. The delivery men are always courteous and I think that goes a long way! Northern Energy get a five star rating from me. Mr C
I am pleased with your automatic top-up system. It saves me worrying about running out and presumably saves you money if you can top up a group of neighbouring customers in one delivery - so win-win. Mr D
We have been very impressed with the service received from Northern Energy. The team are always very friendly and always willing to help in any which way they can. If we are cancelling a delivery there are never any questions asked. Recently we had a new oil tank fitted and the oil was delivered within two days of being ordered (we had allowed up to 5 days). Mr K
As a customer I love the all inclusive package of oil and maintenance that you offer. As a second home owner, we never run out of oil like we do ‘at home’ because you keep us ‘topped up’. Mr C

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