Please read this document carefully as it will tell you everything you need to know about how we deal with each other when we carry out installation work in your home. If you have any questions, please let us know before you accept the quote.

1. We will carry out the work set out on your quote, for the price that is stated in it, under the following terms and conditions. All prices include VAT at the current rate.

2. Your quote is valid for 28 days and we must begin the work within 90 days of your acceptance. After this time your quote will no longer be valid and you will need to get another quote.

3. The first 12 months of Central Heating HomeCare® is included as part of your installation. At the end of this period we will write to offer you the opportunity to continue on a non insured Central Heating HomeCare® agreement. If at this time you have other HomeCare® agreements which you pay for by direct debit, for example to cover your plumbing and drains, then your Central Heating HomeCare® will automatically renew onto a non insured HomeCare® Care agreement unless you contact us to let us know you do not want it to automatically renew. The price will be shown on a statement that we will normally send to you 35 days prior to the end of your initial 12 month period.

4. The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a ‘site clearance for reoccupation’ certificate, which you can get from the asbestos removal company, before we can continue to work at your property.

5. The price we quote includes removing all non-dangerous materials, including your old boiler and central heating parts we replace.

6. Any time frames we give you are our best estimates and we will do what we can to keep to those time frames. Where there are likely to be delays we will let you know as soon as possible and agree new time frames with you. The time it takes us to complete the work has no effect on the price we quoted you.

7. We may need you to lift carpets or take up all or some other floor coverings, including tongue-and-grooved floor coverings, parquet, hardwood, rubber or tiled floors, so we can complete the work. We will give you as much notice as possible if we need you to do this. You can call a specialist contractor to do this work or we may be able to do it for you at an extra cost. If we do any of this work for you we will only be responsible for any unnecessary damage caused directly by our negligence and it will be your responsibility to put the flooring back once the work is completed.

8. We will take care to carry out the work without causing damage to your property. If we cause unnecessary damage because of negligence we will put it right. Sometimes we have to do extra work if we cannot use existing pipework or wiring to install the boiler, and this can cause damage to things like inside and outside finishings (for example, wall coverings and paint). You may need to redecorate, repair or restore certain areas once the work is completed. This is not included in the price we quoted and you will be responsible for this.

9. If you are a tenant, you will need your landlord’s permission before you allow us to start the work, and we may need you to give us evidence that you have got this permission. If we carry out work at the landlord’s property and you have not got permission or have given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get your landlord’s permission.

10. If your property is a listed building, it is your responsibility to make sure that you get any permission you need before we start the work, and we will need evidence from you that you have got this permission. If you do not get the permission you need, you may be prosecuted in the criminal courts. We will not be able to start any work if you have not got the appropriate planning permission or if you are unable to give us evidence that you have this permission. If we carry out work at your property and you have given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get the permission you needed, which may include court fines and penalties.

11. You will need to have an adequate gas and electricity supply to your property before we can start the work. We can put you in touch with a gas or electricity distribution company to arrange this if you need us to.

12. Where we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts of your existing system that later develop faults, unless we have been negligent in not realising that this damage to your existing system would happen or unless the way we carried out the work was negligent and this caused the fault.

13. We will test your water supply pressure before we start work. As water supply rates can change, we cannot be responsible for your central heating system failing to work properly because your water supply becomes inadequate or keeps changing, unless we were negligent in how we tested your water pressure.

14. If you need a deeper clean to remove sludge and other waste from your central heating system, we will recommend you buy a British Gas PowerFlush™ with your installation. Once you have a PowerFlush™ completed by us, there will be no charge for any future PowerFlush™ work that you may need as long as you keep a continuous HomeCare 100™, HomeCare 200™, HomeCare 300™ or HomeCare 400™ agreement at that property. Our engineer will also tell you what other work is needed to avoid future problems. We may suggest you correct any design faults that may cause the problem to return.

15. We cannot be responsible if we cannot meet our responsibilities because of things beyond our control including, for example, poor weather conditions, industrial disputes, strikes that we are not directly involved in or if we find that species (for example bats, birds, butterflies and dormice) or plants that could be subject to special protection are found to be present in your property.

16. To carry out the work as quickly as possible, we may use one of our approved installers. All installers that we use are fully qualified and Gas Safe registered, and they all carry identity cards. We are responsible for the approved installers we use.

17. You must pay the deposit shown on your quote when you accept the quote. You must pay the quoted price for the work when we have finished the installation unless you have signed a credit agreement. If your credit agreement ends for whatever reason under the terms of the Consumer Credit Act 1974, you must pay the rest of the quoted price to us immediately, instead of to the finance company.

18. Your Cancellation Rights.

You can cancel this agreement up to 14 days after the day any goods are delivered. This is called your ‘cooling off’ period. By signing the quotation you’ve agreed that we can start work before your cooling off period ends. If you cancel your agreement after work has started, we will charge you our reasonable costs for:

  • any work already carried out, or
  • any goods already installed into your property

You won’t be able to cancel once work is fully completed or the goods have been installed into your property. We can deduct our costs from any deposit you’ve paid or bill you for them.

If you have signed a credit agreement which relates to this agreement, your credit agreement will be automatically cancelled if this agreement is cancelled.

If you wish to cancel, you can use the form but you don’t have to. You can also call us on 0800 316 3970 or email us at cancelinstallation@centrica.com.

If there is a significant delay in the installation after the cooling off period that was not caused by you, or was not caused by events beyond our control, then you will have a right to cancel this agreement and receive a full refund (within 14 days of the cancellation) providing you notify us prior to the installation taking place. If we have seriously broken our duties to you, as set out in this agreement, you have a right to cancel and receive a full refund.

19. We can cancel this agreement at any time by giving you written notice. If we cancel this agreement without good reason, we will pay you any reasonable costs you have to spend or losses you suffer as a direct result of our cancellation.

20. Your quote, together with these terms and conditions, sets out the entire agreement between you and us. Nobody else will be able to benefit from this agreement. This agreement is governed by the laws of England and Wales.

21. Hive Active Heating™.

If you have purchased Hive Active Heating™ as part of your central heating installation, the following terms apply:

  1. All materials and parts provided by us are guaranteed for one year from the date we fit them. This does not affect the rights you have by law.
  2. Within this one year period, if the materials or parts develop a fault then we will repair or replace them free of charge. If our work is faulty, we will do the work again free of charge. Our work is guaranteed for one year from the date that we finish it.
  3. If your Hive Active Heating™ develops a fault you should call us to report this on 0800 980 8614.
  4. This guarantee does not cover any fault in your Hive Active Heating™ caused by your negligence or your failure to follow our instructions (including the Hive Active Heating™ user guide).
  5. Your Hive Active Heating™ allows us to see when your heating is switched on or off and at what temperature the thermostat is set. We can use this information to check how the controls on your boiler are working and may contact you, in accordance with our Privacy Policy, if we think your system isn’t working as effectively as it might.
  6. We will not be responsible and no refund will be given if:

    - Your broadband internet connection to your home is not sufficient to support Hive Active Heating™, or
    - Any subsequent changes made to your heating system prevent your Hive Active Heating™ from working.
  7. We are not responsible for the following:

    - Any costs, loss or damage that you suffer as a result of not using Hive Active Heating™ in accordance with our instructions (including the user guide) or as a result of a problem caused by your mobile phone or internet connection (rather than the Hive Active Heating™ equipment).
    - Any costs that you incur as a result of exceeding the permitted data limit on your broadband or mobile phone.
    - Any loss or damage caused as a result of downloading or upgrading the software connected to Hive Active Heating™ unless this is caused by our negligence
    - Any costs, loss or damage that you suffer as a result of any unauthorised use of your mobile phone (e.g if it is lost or stolen). We advise you to use pin protection to prevent unauthorised use of your Hive Active Heating™.
    - Any loss or damage you suffer as a result of you or anyone else altering the radio frequency allocations of your system controls.
    - Replacing the batteries for your system controls.
    - The broadband internet connection to your home
  8. We will only send you a maximum of 1200 messages each year (you can sign up to receive text messages about certain things, for example if the temperature in your home goes beyond a certain level).
  9. From time to time we may need to update your Hive Active Heating™ software. If your own equipment (such as your phone or broadband) does not support this upgrade, this could affect the functionality of your Hive Active Heating™.
  10. The Hive website, mobile application and services provided through these may be temporarily unavailable if we have to carry out routine or emergency maintenance. We will try to inform you in advance but it may not always be possible to do so. During maintenance the remote control function may not be available but you can still control your heating using the thermostat in your house.
  11. Your Hive Active Heating™ is part of your home heating system. It is not possible to reinstall any of the equipment in another property. To find out more about Hive Active Heating™ visit hivehome.com. If you have any questions you can contact help@hivehome.com.

22. Using personal information

We or our agents and our partners (including other Centrica Group companies such as those using the British Gas, Scottish Gas and Dyno Group brands) may use information about you to do the following:

  1. Provide you with the services you have asked for (which may include loyalty and incentive schemes we may run from time to time).
  2. Offer you accounts, services and products from us and our partners. To help us make these offers we may use an automatic scoring system.
  3. Help run, and contact you about improving the way we run any accounts, services and products we have provided in the past, we are providing now, or may provide in the future.
  4. Create statistics, test computer systems, analyse customer information, create profiles and create marketing opportunities (including using information about what you buy from us and how you pay for it and other British Gas products you hold).
  5. Help maintain your, and the members of your family or households', health, safety and security.
  6. As part of the process of selling one or more of our businesses.
  7. If we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes.
  8. As part of current or future legal action.
  9. As part of government data-sharing initiatives, for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity).
  10. To help manage any loyalty or rewards schemes.
  11. If you hold an insurance policy with us, to pass information to an insurer to manage your insurance policy (including underwriting and claims, to help develop new services and to assess financial and insurance risk).
  12. If you do not pay your debt, we may transfer your debt to another organisation and give them details about you.
  13. Help train our staff.

We may also monitor and record any communication we have with you, including phone conversations and emails, to make sure that we are providing a good service and meeting our regulatory and legal responsibilities.

When we contact you, we may use any information we hold about you to do so. As a result we may contact you by email, phone, text message or other forms of electronic communications (such as using smart meters) or by visiting you. If we are contacting you to tell you about any offers, we will, as far as possible, do this in line with your preference of communication with us for marketing purposes. You can ask us not to send you any information on our offers at any time by contacting us and giving us your account details.

Occasionally we may have partners outside the European Economic Area (EEA). As a result your information may be transferred to countries that do not have the same standards or protection for personal information as the UK. However, how we collect, store and use your personal data will continue to be governed by this privacy statement.

We may check your details with one or more credit-reference and fraud prevention agencies to help us make decisions about your capacity to pay your bills and the goods and services we can offer you. If you would like information about how we and the credit reference and fraud prevention agencies will use your information, you can find the full version online in our privacy policy at britishgas.co.uk.

If you give us information on behalf of someone else, you confirm you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described in this section. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document.

You are entitled to have a copy of the information we hold about you and to have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you. For more information about this, please contact our Privacy Team at:

Lakeside West
30 The Causeway
Staines TW18 3BY
Or you can email:
CentricaDataProtection@Centrica.com.
All references to British Gas apply equally to Scottish Gas in Scotland.

23. Extra conditions if you have a smart meter

  1. If you have a smart meter, we will use the information we receive from it as described in clause 22. You may also find our Smart Meter Customer Charter useful. This is on our website at britishgas.co.uk/SMCustomerCharter.
  2. Your new smart meter and the display unit are an upgrade to your existing meter. By accepting the display unit and new smart meter, you agree to the following extra terms and conditions.
  3. We or our agents own the smart meter and display unit at all times.
  4. The display unit is linked with your smart meter, so it will not work with another meter. If you move house, you must leave the display unit in the property.
  5. You agree that we may use the smart meter to manage your gas and electricity supply without needing to visit your home. This includes reading the meter, monitoring the amount of energy you use, repairing and updating the smart meter, switching the smart meter from credit to prepayment and disconnecting your supply (in the circumstances set out in this contract).
  6. We will send you bills based on the meter readings from your new smart meter. In some circumstances (for example, if a smart meter has failed, the supply has failed or due to events outside our control), we may still have to estimate some of your bills.
  7. The information displayed on the display unit will, as far as possible, reflect the cost of the gas and electricity (or both) as you use it (not including VAT), but it will not always exactly match your bill. This is because the information on the display unit may not reflect other discounts (such as dual-fuel discounts and direct-debit discounts), or charges we add to your bill (such as our costs where you do not keep an agreed appointment with us or our agents at the property).
  8. We can use the information from the smart meter so that we can send you a bill, offer you the most appropriate tariff and energy-saving products, and for the other purposes set out above. You agree to us collecting this information while we supply your electricity or gas (or both).
  9. The information we collect from your smart meter will include meter readings, which the meter takes every half an hour. (You can ask us to only collect one meter reading each day by telling us in writing or by phone.) We will also collect information about how your smart meter is working, including whether it has any faults, whether it has been interfered with and other details which help us run our business.
  10. You must take reasonable care to make sure you do not damage or interfere with the display unit. If you do not take reasonable care of the meter, you will have to pay our agents’ reasonable costs for visiting your property and carrying out any necessary work to the display unit or other equipment.
  11. You must tell us straight away if:
    - there is any damage, fault or other problem with the smart meter or display unit
    - you think the meter or any other equipment has been tampered with, or
    - you are making any changes to the smart meter or the display unit which may stop us from getting information from the smart meter (for example, if you carry out building work and you have had to put the smart meter in a box or somewhere it will be difficult for us to get to). You can do this by phoning our Smart Meter Team on 0800 980 6121.