West Midland's No.1 For Plumbing & Heating
Challenger Members Club: Terms and Conditions
Our Challenger Members Club terms and conditions have been broken down into digestible chunks, making them easy to understand.
The information below is your agreement with us and we ask that you read each section in full.
Summary of each membership level
Bronze
What's included in your membership:
A comprehensive boiler service (to manufacturers recommendations) on a single natural gas boiler.
Boiler will be opened up to clean key components.
Parts to be checked for operational safety & ratios restored to manufacturers guidelines.
Engineer check on heating system to ensure all in good working condition.
Boiler Warranty Management
Landlord package includes LGSC certificates
*Boiler must have been serviced and pass first inspection within 1 month of starting a plan by a Challenger engineer or other qualified gas safe engineer.
Silver – Boiler & Controls
What's included in your membership:
A comprehensive boiler service (to manufacturers recommendations) on a single natural gas or LPG boiler. All boiler breakdowns & repairs.
Heating controls including thermostats, programmers, motorised valves & domestic sized pumps
The boiler flue (including the flue terminal) up to 1m in length.
Your correctly installed gas supply pipe from the meter. Only copper material covered.
After your first 12 months - £200 incl. VAT off the cost of a new boiler if more than 7 years old & deemed beyond economic repair.
Landlord package includes LGS certificates
No call out fee - Monday - Friday 8am - 6pm Call-out fee of £90 outside of the above hours and on published holidays
*Boiler must have been serviced and pass first inspection within 1 month of starting a plan by a Challenger engineer or other qualified gas safe engineer. Boiler must be under 10 years old and be on Challenger Heating Services approved list.
Gold – Central Heating System
What's included in your plan:
Everything included in Gold, plus;
All repairs to the central heating system & primary hot water pipework within the property.
Standard radiators & associated valves.
External expansion vessels.
Pressure relief valves.
Gauges & external filling loops.
Feed & expansion tank.
No call out fee - Monday - Friday 8am - 6pm
Call-out fee of £90 outside of the above hours and on published holidays
*Boiler must have been serviced and pass first inspection within 1 month of starting a plan by a Challenger engineer or other qualified gas safe engineer.
Platinum – Plumbing & Drainage
What's included in your plan:
Everything included in Gold, plus;
Repairs to the plumbing system within your home
including water pipes as they enter the house &
throughout the house.
Hot water cylinder repairs and their components such as immersion heaters, timers & thermostats.*
Repair leaking taps & running toilets.
Cold water tanks, ball valves & floats.
Ball cocks, siphons, valves & flush handles/buttons.
Unblocking domestic drains within the property to restore flow.
Repairing leaks on internal waste pipes.
No call out fee - Monday - Friday 8am - 6pm
Call-out fee of £90 outside of the above hours and on published holidays
*Boiler must have been serviced and pass first inspection within 1 month of starting a plan by a Challenger engineer or other qualified gas safe engineer.
Although this is the legal part of your contract we have tried to write in a plain and simple fashion. If there is anything at all you are unsure of please just give us a call on 07715832181 or send us a WhatsApp message to 07715832181
Your contract is bound by the laws of the country that your home is located (England).
Only Staffordshire & West Midlands postcodes beginning B72 73 74 75 76 77 78 79 46 23 24 34 35 36 37 44 WS 7 8 9 13 14 are eligible to apply for Challenger Heating Services.
Any defects or damage caused through malicious or wilful action, negligence, third party interference or accidental damage of any nature.
Any defect or damage caused by fire, lightning, explosion, flood, storm, tempest, frost, impact, other extraneous cause or catastrophic event. This includes pipes that require defrosting in extreme cold.
Pipe work, wiring or flues buried in the fabric of the building including underfloor heating & its components. Any defect or damage occurring from a failure of the public electricity, gas or water supplies. x Any increased cost of utilities, loss of water services, loss of earnings, or any retrospective cost for items not relating to the repair of the heating components.
Any works pertaining to spas or swimming pools, including heating systems supplying a swimming pool.
CO alarms and smoke alarms. x Large pumps (any bigger than standard size). x Smart technology or system upgrades (including controls).
Instant hot water taps (boiling tap).
Kitchen sinks.
Lead pipes.
Decorative parts.
Removal of asbestos associated with repairing appliances or systems.
Any unvented cylinder’s or associated unvented system components.
Replacement or repair of thermal stores or the repair of fan convectors.
Replenishment of chemical treatment including leak detectors and inhibitors.
The cost of any improvements to the heating or hot water systems.
Where we replace your boiler or parts, we’ll provide replacements with a similar functionality but not necessarily an identical make and model or type of fitting. Any third party costs. x Damages caused by limescale, sludge or other debris. x Making access to the appliance/system that is not deemed reasonable. Any repairs to gas fires or cookers.
This plan is for spreading the cost of the service over a 12 month period only.
Silver
Topping up the pressure on your boiler or system. Adjustments to time and temperature controls, including resetting them or replacing batteries.
Replacement or repair of unvented hot water cylinders and their components, thermal stores, fan connectors, air or ground source heat pumps.
Smart controls (including smart TRV’s) and wiring issues, or any internet controls or connections.
Anything flue related over 1 meter in length or open flues. Any one repair over £300.
Condense or overflow pipes including lagging.
Gold
Everything excluded in Silver, plus;
Damage caused by aggressive water, system contamination, limescale, sludge or other debris in the system.
Power flushing, removal of sludge, limescale and other debris in the system. This includes cutting out the H section of the system due to the natural build up of deposits over time.
System filters.
Replacement of towel rails, low surface temperature, electric and designer/ decorative radiators, including any associated valves (decorative radiators include vertical, column, cast iron, low surface and curved radiators or any similar non-standard designs).
Any concealed pipework buried in the fabric of the building (including concrete floors).
Platinum
Everything excluded in Gold, plus;
Concealed plumbing/cisterns, plumbing pipework exceeding 28mm in bore, mains water pipes, lead pipe, steel pipes, main sewer pipes, soil pipe and any shared drainage.
Damage caused by aggressive water, system
contamination, limescale, sludge or other debris in the system.
Showers, shower pumps, sanitary ware, seals and grouting. This includes electric shower units.
Water softeners, system filters, water meters, macerators, waste disposal units and scale reducers. x Rainwater pipes and guttering.
Replacement of sanitary ware including bidet, pedestal, bath, shower tray and wash basins.
Replacing the hot water cylinder for any reason.
Boiling taps.
Water meters.
Repair and or maintenance of devices designed to detect leaks.
Anything designed to boost the mains water pressure. Garden taps.
After completing your landlord gas safety check, we will email you a copy of your Landlords Gas Safety Record (LGSR). Ensuring you have valid LGSR for your gas meter, gas pipework and all gas appliances in your rental property is your legal requirement as a landlord. We usually carry out landlord gas safety checks at the same time as the welcome / annual boiler service.
A digital copy of your gas safety certificate, this will be stored and available on your customer portal.
Full details where any gas meter, gas pipework or gas appliances have failed the safety inspection and a no obligation quote for work needed to ensure your gas appliances pass the inspection. If you are a landlord and book a Landlords Gas Safety Certificate (LGSC), in accordance with Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022 we are obligated to replace any CO or Smoke Alarms that are out of date or faulty, If this is the case, we will contact you from site to advise you that they need changing. If however, we are unable to contact you whilst we are on site we will replace the alarm(s) to prevent the certificate failing and add them to the cost of the booking.
Cost to re-inspecting failures detailed in your landlord’s gas safety record.
Gas safety certificate for gas boilers or gas appliances we have not inspected in person.
During the first 30 days from the date the application is submitted, repairs to the boiler/system will not be covered and our standard charges will apply.
You will have a cooling off period of 14 days to cancel your application (16 days if you apply over the weekend).
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. You may cancel the
agreement at any time after the initial 12-month period subject to pro-rata repayments for any works already carried out (see Cancellation Policy).
If you have more than one boiler, you will be required to pay a separate Club membership for each boiler.
If you have several different policies some parts of your system might be covered twice. We will notify you in writing or email of any changes to pricing or terms and conditions.
A Challenger fully qualified employed engineer will carry out a full boiler service and system inspection once a year, we will carry out this service in the summer period (regardless of when you took out the policy), this will enable us to prioritise our customers in the winter if the boiler or system fails.
We will inform you in writing via e-mail, SMS and/or post when your service is due.
It is not possible to find parts to keep your system working safely/correctly or we find a pre existing fault on the initial inspection.
You do not make an agreed payment.
You put our employees’ health and/or safety at risk in any way.
Your home is unfit to carry out works in.
We make recommendations to carry out works and you refuse to do so.
Circumstances arise which make it inappropriate for the contract to continue.
We retain the right to cancel your agreement at any time should we deem it appropriate. If you decide to cancel the
agreement with us before the end of any 12-month period, we will charge you for any works that have been carried out in that period (including any repairs or boiler servicing charges).
If you cancel after the initial 12 month period we will
calculate the costs of any repairs and services, this will be invoiced to you less the monthly payments you have made up to that point.
We require notification in writing from any Club member wishing to cancel with one months notice to
[email protected]
Should we find any parts to be obsolete, we will not be able to carry out the associated works and we will instead provide a quotation for your consideration.
If you have had two or more visits to your property for the same issue (e.g. the boiler has failed to operate correctly) within any one year period, we reserve the right to deem the problem beyond economic repair.
If for example a boiler repair costs in excess of £400 to repair, it will be deemed beyond economic repair. In such circumstances Challenger will provide a quotation to replace the boiler with a £350 discount applied. Alternatively we may increase the premium if additional works are required.
will be carried out in accordance with the current edition IEE Wiring Regulations.
All wiring that will require a Building regs notification will be installed by an approved NICEIC contractor.
We would classify the following as nonemergency situations: If you have 1 radiator not working.
A controllable leak (a leak that can be contained overnight by using a bowl or a bucket to collect the water).
A leak into the toilet pan.
No heating in the summer months (April to September). No hot water.
We aim to get an engineer to you for the initial call out within a maximum of 24 hours, if called before 5.00pm on a weekday, or 48 hours if it’s classed as a non-emergency issue. If you call during the
weekend and it is classed as an emergency, we will aim to get an engineer to you for the initial call out within 24 hours, however, if the issue is classed as a non-emergency, then you will receive a phone call the next working day to book a suitable appointment. We may ask you to join a video call (WhatsApp or Zoom), or send you a link to upload some pictures or a video to share with a member of our team to see if we can advise you of how to rectify the issue or obtain more information before we visit.
Emergency cover is available until 9.00pm (UK time) every evening, unless it’s an uncontrollable leak. See emergency details above. If you call after this time, we will endeavour to ensure you receive a visit from us the next working day.
Please be advised, when booking an emergency appointment with our out of hours team, it will be decided by our main office whether this will be chargeable.
If we find our operatives have been misled, the issue is not deemed as an emergency or not covered under our policy, then a call out fee will apply.
This is a standard message we give to all our customers. If however, you have any issues regarding this statement, this will need to be raised with the main office during our working hours and not the out of hours team.
If you choose another company to powerflush for you, we will need to see the receipt and take a water sample before we are able to carry out any repairs or replacement work for damage caused by sludge.
There may be times where the fault or the repair or replacement needed or the circumstances that caused the fault, mean that we choose not to complete the repair. Below are examples only, of where we may use our discretion to not undertake the repair. For this reason, we are not registered with the Financial Conduct Authority (FCA) for these contracts and they are therefore outside the remit of the FCA. This operational model allows us discretion to approve or reject claims outside a strict interpretation of these terms and conditions.
We may refuse to include repairs of any fault that existed before a Challenger Membership was taken out. Our expert engineers use their judgement and experience to evaluate when the damage happened.
We may refuse to repair or replace parts that show signs of deliberate damage or misuse. We may still repair accidental damage. Our expert engineers use their judgement and experience to evaluate how the damage happened.
We may refuse to repair faults or design faults caused by anyone apart from a Challenger engineer. Our expert engineers use their judgement and experience to evaluate how the damage happened, and if anyone else has carried out work on your boiler, appliance or system, and damaged it.
We cannot repair or replace curved, designer and cast-iron radiators – we will either:
Replace curved, designer or cast-iron radiators with a standard radiator
Install a curved, designer or cast-iron radiator that you’ve bought yourself
If we install a radiator purchased by you, we will accept responsibility for our workmanship only, not manufacturing faults in the radiator.
By designer radiator we mean a radiator of particular artistic design, or made from non-standard materials such as glass, marble, stone, wood, cast-iron. Any other loss or damage
We’re not responsible for – loss of, or damage caused as a result of, your boiler, appliance or system breaking or failing unless you can show that we caused the damage.
Contract beneficiaries – This contract can only benefit you, although you can add authorised persons who we can take instructions from.
Fault due to utilities supplies – We cannot repair or replace any part of your boiler or central heating system where damage is caused by supply problems with your gas, electricity or water.
External water supply stopcock – It is your responsibility to arrange for your stopcock to be turned off.
Damage covered by insurance – We cannot repair or replace damage caused by extreme weather, flooding, escape of water, structural issues, fire or explosions – or damage covered by household insurance.
Internet or software – We are not responsible for loss or damage caused by malicious, inappropriate or unintentional interference with software, internet communications or signals of any boiler and controls, appliance, device or system under this contract.
Smart home connections – We’re not responsible for your internet connection or the data transmission to, or from any boiler, appliance, device or control system.
Improvements – We cannot make improvements or upgrades. Challenger Heating Services Limited does not repair or replace smoke alarms that are past their recommended replacement or expiry date, working radiators, working radiator valves for thermostatic ones.
Steel or iron pipes – We cannot repair or replace steel or iron pipes from your meter to your boiler or appliance. The only exception to this is your gas supply pipe which will not be upgraded.
If you cancel after the 14-day cooling off period, we’ll cancel your Challenger Members Club plan from that date, but you will still have to pay the remaining balance outstanding under the contract. As an
example, if you have 4 months left of your contract you will pay the amount equalling 4 outstanding payments.
Cancelling your bank Direct Debit doesn’t mean that you’ve cancelled your Challenger Members Club Contract. We will contact you to collect the money due if you stop the Direct Debit without telling us. If you don’t contact us to make payment, we’ll then cancel your contract from 30 days of the date we found your payment failed and start recovery proceedings for any outstanding payments.
You give false information
Your boiler isn’t approved
An existing fault is found
We are unable to source parts needed to repair your boiler, appliance or system
You put our staff at risk (physical or verbal abuse will not be tolerated)
Your home is unfit or unsafe to work in
You don’t let us in to your home to work, after three attempts
You don’t make the permanent repairs or improvements we ask
You fail to make your monthly payments
If we don’t hear from you after contacting you several times and you don’t pay, we’ll cancel your contract 30 days after the date we found your payment had failed.
Through this contract we will use your personal data in accordance with our Privacy Policy, which you can find here.
You will be informed of changes in your favour once those changes have been made and we will give you 30 days’ notice for any other changes. You can cancel your policy without penalty if you do not like the changes we have made.
You agree that we can move you to an insurance contract at you next renewal, or earlier if you or the regulator request us to, if we become an insurance provider in the future.
Other than as expressly provided for in this contract, no other party shall have the right to enforce any term of this contract which that party would not have had but for the Contracts (Rights of Third Parties) Act 1999.
These terms and conditions apply between you, the User of this Website (including any sub-domains, unless expressly excluded by their own terms and conditions), and Challenger Heating Services Limited, the owner and operator of this Website. Please read these terms and conditions carefully, as they affect your legal rights.
Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of the Website. If you do not agree to be bound by these terms and conditions, you should stop using the Website immediately.
In these terms and conditions, User or Users means any third party that accesses the Website and is not either (i) employed by Challenger Heating Services Limited and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Challenger Heating Services Limited and accessing the Website in connection with the provision of such services.
You must be at least 18 years of age to use this Website. By using the Website and agreeing to these terms and conditions, you represent and warrant that you are at least 18 years of age.
Intellectual property and acceptable use
1. All Content included on the Website, unless uploaded by Users, is the property of Challenger Heating Services Limited, our affiliates or other relevant third parties. In these terms and conditions, Content means any text, graphics, images, audio, video, software, data compilations, page layout, underlying code and software and any other form of information capable of being stored in a computer that appears on or forms part of this Website, including any such content uploaded by Users.
By continuing to use the Website you acknowledge that such Content is protected by copyright, trademarks, database rights and other intellectual property rights. Nothing on this site shall be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark, logo or service mark displayed on the site without the owner’s prior written permission
2. You may, for your own personal, non-commercial use only, do the following:
a. retrieve, display and view the Content on a computer screen b. print one copy of the Content
3. You must not otherwise reproduce, modify, copy, distribute or use for commercial purposes any Content without the written permission of Challenger Heating Services Limited.
Prohibited use
4. You may not use the Website for any of the following purposes:
a. in any way which causes, or may cause, damage to the Website or interferes with any other person’s use or enjoyment of the Website;
b. in any way which is harmful, unlawful, illegal, abusive, harassing, threatening or otherwise objectionable or in breach of any applicable law, regulation, governmental order;
c. making, transmitting or storing electronic copies of Content protected by copyright without the permission of the owner.
Registration
5. You must ensure that the details provided by you on registration or at any time are correct and complete.
6. You must inform us immediately of any changes to the information that you provide when registering by updating your personal details to ensure we can communicate with you effectively.
7. We may suspend or cancel your registration with immediate effect for any reasonable purposes or if you breach these terms and conditions.
8. You may cancel your registration at any time by informing us in writing to the address at the end of these terms and conditions. If you do so, you must immediately stop using the Website. Cancellation or suspension of your registration does not affect any statutory rights.
Links to other websites
9. This Website may contain links to other sites. Unless expressly stated, these sites are not under the control of Challenger Heating Services Limited or that of our affiliates.
10. We assume no responsibility for the content of such Websites and disclaim liability for any and all forms of loss or damage arising out of the use of them.
11. The inclusion of a link to another site on this Website does not imply any endorsement of the sites themselves or of those in control of them.
Privacy Policy and Cookies Policy
12. Use of the Website is also governed by our Privacy Policy and Cookies Policy, which are incorporated into these terms and conditions by this reference. To view the Privacy Policy and Cookies Policy, please see further down this page.
Availability of the Website and disclaimers
13. Any online facilities, tools, services or information that Challenger Heating Services Limited makes available through the Website (the Service) is provided “as is” and on an “as available” basis. We give no warranty that the Service will be free of defects and/or faults.
To the maximum extent permitted by the law, we provide no warranties (express or implied) of fitness for a particular purpose, accuracy of information, compatibility and satisfactory quality. Challenger Heating Services Limited is under no obligation to update information on the Website.
14. Challenger Heating Services Limited uses reasonable endeavours to ensure that the Website is secure and free of errors, viruses and other malware, we give no warranty or guaranty in that regard and all Users take responsibility for their own security, that of their personal details and their computers.
15. Challenger Heating Services Limited accepts no liability for any disruption or non-availability of the Website.
16. Challenger Heating Services Limited reserves the right to alter, suspend or discontinue any part (or the whole of) the Website including, but not limited to, any products and/or services available. These terms and conditions shall continue to apply to any modified version of the Website unless it is expressly stated otherwise.
Limitation of liability
17. Nothing in these terms and conditions will: (a) limit or exclude our or your liability for death or personal injury resulting from our or your negligence, as applicable; (b) limit or exclude our or your liability for fraud or fraudulent misrepresentation; or (c) limit or exclude any of our or your liabilities in any way that is not permitted under applicable law.
18. We will not be liable to you in respect of any losses arising out of events beyond our reasonable control.
19. To the maximum extent permitted by law, Challenger Heating Services Limited accepts no liability for any of the following:
a. any business losses, such as loss of profits, income, revenue, anticipated savings, business, contracts, goodwill or commercial opportunities;
b. loss or corruption of any data, database or software; c. any special, indirect or consequential loss or damage.
Generic
20. You may not transfer any of your rights under these terms and conditions to any other person. We may transfer our rights under these terms and conditions where we reasonably believe your rights will not be affected.
21. These terms and conditions may be varied by us from time to time. Such revised terms will apply to the Website from the date of publication. Users should check the terms and conditions regularly to ensure familiarity with the then current version.
22. These terms and conditions together with the Privacy Policy and Cookies Policy contain the whole agreement between the parties relating to its subject matter and supersede all prior discussions, arrangements or agreements that might have taken place in relation to the terms and conditions.
23. The Contracts (Rights of Third Parties) Act 1999 shall not apply to these terms and conditions and no third party will have any right to enforce or rely on any provision of these terms and conditions.
24. If any court or competent authority finds that any provision of these terms and conditions (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of these terms and conditions will not be affected.
25. Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
26. This Agreement shall be governed by and interpreted according to the law of England and Wales and all disputes arising under the Agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh courts.
Challenger Heating Services Limited
27. Challenger Heating Services Limited is a company whose registered address 6 Gough Lane, Burntwood, Staffordshire, United Kingdom, WS7 3RS
Trading Address 33 Tysoe Drive, Sutton Coldfield, B76 2UJ. www.challengerheating.co.uk. The registered number is 14201388