Contents

Free insulation from British Gas

The free installation is subject to the outcome of your property survey. This survey will determine the cost involved for the installation, and the funding available to you through the Energy Company Obligation (ECO). ECO is a programme funding energy efficiency improvements. Should the cost of the installation exceed the ECO funding available for your property, there would be a cost involved to you should you decided to proceed with the installation.

British Gas installs in mainland Great Britain only. Not all homes are suitable for insulation. Offer only applies to loft and cavity wall measures recommended by an appointed surveyor. Tenants must seek landlord permission. Offer only applicable to residential properties and excludes all other properties including commercial or part commercial premises. The Offer is subject to availability and subject to change or withdrawal at any time. Eligibility will be confirmed following a survey visit by one of our surveyors.

Shelter tenant offer

Free installations are through the Energy Company Obligation and are subject to a survey, technical survey and eligibility criteria. Offer only applicable to residential properties and excludes all other properties including commercial or part commercial premises. The Offer is subject to availability and subject to change or withdrawal at any time.

A Carbon Monoxide detector and pack of 6 radiator panels will be sent to the applicant within 30 days of completion of insulation installation. Applicants must provide proof of their eligibility for the Offer, including proof of receipt of eligible benefits as set out above and/or proof of age and proof of their residential address. Offer is limited to one per applicant. Not to be used in conjunction with any other offer.

Landlord or tenant permission

For landlord permissions, download this form and ask your landlord to complete it and give to your surveyor on the day of your survey.

Insulation Survey Agreements

Please read this document carefully as it will tell you everything you need to know about the terms and conditions on which we will deal with each other when you ask us to carry out an Insulation Survey (the survey) at your home so that we can prepare an Energy Plan Advice Report (the advice report).

The survey will rate your home’s energy efficiency and assess how the people living there use it. The advice report will make tailored recommendations that are industry standard and completely independent.

Carrying out your survey

  1. One of our accredited Energy Plan Experts (the advisor) will carry out the survey at your home. We will either employ the advisor or they will be our agent. However, the advice they give you will be totally independent and impartial.
  2. The time estimate given for carrying out the survey is our best estimate and we will make every reasonable effort to complete it at the agreed time and within the timeframe given. We will not be responsible for any delays or losses if we cannot carry out or finish the survey for reasons which are beyond our control such as fire, accidents, bad weather, industrial disputes, strikes and lockouts, which we are not directly involved in, or if we need more information or investigation so we can finish the survey.
  3. We can only provide the survey if one of our advisors is available. We can change or withdraw the survey at any time.
  4. If you have asked us for any other services that fall outside the scope of the survey described in these terms and conditions, these other services will not form part of the survey.

Gaining access

  1. Our advisor will only carry out the survey if there is someone aged 18 or over in the property at all times. It is your responsibility to allow us access to your property. If we cannot gain access, we will not be able to perform the survey and you will need to arrange another appointment.

Health and safety

  1. We will not begin or continue services if we reasonably consider that there is a risk to health and safety, including if there are dangerous materials or infestations on the site or if anyone harasses our staff (including verbal or physical abuse). We will not continue the survey until there is no longer a risk to health and safety.

Permission and approval

  1. You may have to get some forms of permission before we can carry out your survey. For example, if you are a tenant, you will need the landlord’s written permission before we can carry out a survey. Similarly, if you rent out your property, we will need written permission from the tenant (or tenants) to access all areas of the property and they will also need to provide information needed for the occupancy assessment (see below).
  2. We will not be able to go ahead with any survey if you have not received the appropriate permission or where you cannot give us enough evidence you have received the permission. We will not be legally responsible if we cannot go ahead with the survey as a result.
  3. If you do not own your home, we will need written permission from your landlord before we install any energy-efficiency measures paid for under the Energy Company Obligation scheme. This permission may depend on the conditions of your tenancy agreement.

Energy Plan Advice Report

  1. After the survey has been completed, the advisor will produce an advice report, which will include an Energy Performance Certificate (EPC) and an occupancy assessment, which will form the basis of the advice and recommendations for how to improve the energy efficiency of your home.

Energy Performance Certificate

The purpose of an EPC is to measure the energy efficiency, and the effect on the environment, of your home. The advisor will produce the EPC. A copy of the EPC will also be added to the Domestic Energy Performance Certificate Register, which is operated by Landmark on behalf of the Government for properties in England and Wales, and by the Energy Savings Trust for properties in Scotland. The EPC will be publicly available and some of the information from it may be shared with others for the purposes of research, compliance and when sending out information directly about energy efficiency. The current property owner or tenant may choose not to have this information revealed.

Before the survey, we will carry out a search on the Domestic Energy Performance Certificate Register, for your region. If there is an existing EPC for your home which was added to the register after April 2012, we will take account of this information during the survey. However, you would need a new EPC if there has been a change to your home since the time that EPC was added.

Occupancy assessment

As part of the survey, the advisor will also need to work out how much energy you use each year. To do this, they will need to read your meters and see copies of your energy bills for the last 12 months. If you cannot provide these for the last 12 months, we can still finish the survey but the advice report will be less accurate. The advisor will also need to know certain details about your energy usage, including the temperature your home is heated to, the number of hours the heating is on and the number of showers and baths your household take each day. We will send you information on how to access your individual Energy Plan Results. This will set out independent advice and recommendations for how to improve the energy efficiency of your home.

Charges and payment

  1. There will be no charge for the survey. As a result of your survey, you may be offered other products or services, these will discussed with you during your insulation survey appointment. Some of these products or services may come at a cost. If you chose to proceed with these products or services, these will not form part of the survey.
  2. Legal responsibility

  3. We will rely on the information and answers to questions you give to the advisor when preparing the advice report and will not accept responsibility for any mistakes in it that are a result of any incorrect information given. We accept full legal responsibility if anyone dies or is injured as a result of our negligence or if we act fraudulently. If you suffer any loss or damage, we will not pay more than £1,000,000 for each event that causes you loss (or if there are a number of connected events that cause you loss, £1,000,000 in total for these events). We will not, under any circumstances, be responsible for:

    Any financial loss or damage, for example, loss of profit, income, business, contract or goodwill;

    or Any loss which, when we made this contract with you, we would not reasonably have been expected to happen even if we, our employees, subcontractors or agents did not follow these terms and conditions.

  4. Cancellation - by you

  5. You are entitled to change the date of your survey or cancel your survey at any time and can do so in the following ways:

    In writing, delivered personally or sent by recorded delivery or registered post to:

    1. Insulation Support Team, British Gas New Energy, Canal Street, Leeds, LS12 2UE
    2. By email to: BGNEcustomermanagementteam@contactus.britishgas.co.uk
    3. Or by phone on 0800 294 9159
    4. The offer is subject to availability and subject to change or withdrawal at any time. We reserve the right to cancel at any time.
  6. Complaints

  7. Should you want to make a complaint, you can do so in the following ways:

    In writing, delivered personally or sent by recorded delivery or registered post to the Insulation Complaints Team, British Gas

    1. New Energy, Canal Street, Leeds LS12 2UE.
    2. By email to: bgneresolutions@centrica.com
    3. Or by phone on 0800 980 5997
    1. 14.1 You can use these details if you have any complaints or feedback. We will always try to deal with your complaint as soon as we receive it. If we can’t, we will aim to send an acknowledgement within 48 hours telling you who is dealing with the matter. We will work hard to deal with the problem as quickly and efficiently as possible. If your complaint is complicated or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by phone or in writing, while we do so.
      How we’ll use and protect our information about you
      This section explains how we use the information we collect about you in your dealings with us – some of which will be classified as sensitive under the Data Protection Act. We’ll meet the standards set out in this clause whether or not you become a customer.

      We collect information about you in a number of ways. For example, you might give it to us, we might collect it through our dealings with you, or it might be collected from our devices such as smart meters. We might also get it from companies that offer databases of information, like credit-reference agencies. If we significantly change the information we ask for, or the way we use it, we’ll tell you.

  8. “Some of the information you have provided to British Gas (‘your personal information’) may be disclosed to Ofgem as Administrator of the Energy Company Obligation scheme. Ofgem is the Office of the Gas and Electricity Markets. Further information about Ofgem can be found at www.ofgem.gov.uk Ofgem may use your personal information to determine whether a supplier is achieving its obligations under the scheme and to comply with its own statutory duties. Ofgem is required to disclose your personal information to the Secretary of State. Ofgem may seek to verify your personal information by contacting you directly or by checking it against existing Government records.

    If you would like to know more about what information Ofgem holds about you, or the way it uses your information, full details of Ofgem’s ECO Privacy Policy can be found at: https://www.ofgem.gov.uk/ofgem-publications/59016/eco-privacy-policy-08-apr-13.pdf . You can also contact Ofgem directly at eco@ofgem.gov.uk or 9 Millbank, London, SW1P 3GE.”

    Wording set by Ofgem in their Notice of Fair Processing, the Data Protection Act 1998.
    Ofgem can also be contacted by telephone on: 020 7901 7295, or by post to:
    1. Ofgem - London
    2. 9 Millbank,
    3. London,
    4. SW1P 3GE
    1. 15.1 We and our agents can use your information to do the following.
      1. Give you the services you’ve asked for, which can include loyalty and incentive programmes.
      2. Offer you services, accounts and products, again including loyalty and incentive programmes. We can use an automated scoring system to help us choose what to offer you. That system uses information from credit-reference agencies and other companies.
      3. Contact you to ask how we can improve the way we manage your account and provide you with services.
      4. Create statistics, test computer systems and do analysis. The information and analysis can include details about you and your household, your income and your lifestyle. It can also include the way you use energy. We can use our analysis to create profiles and marketing opportunities
      5. Help prevent and detect debt, fraud and loss.
      6. Help us keep you, your family and your household healthy, safe and secure.
      7. Help us train our staff.
      8. Contact you in any way about products and services we (and our selected partners) are offering. This can include by email, phone and text message, as well as any other form of electronic communication (such as through your smart meter if you have one). It can also include visiting you.
    2. 15.2 We can monitor and record any of your communications with us, including telephone conversations and emails, to make sure we’re giving you a good service and meeting our regulatory and legal responsibilities.
    3. 15.3 We can use any of our information to contact you. We can contact you by post, email, phone, text message or any other kind of electronic communication (such as through your smart meter if you have one). We can also visit you. If we contact you to tell you about offers, when possible we’ll do it the way you’ve told us you’d prefer to get marketing information.
      If you no longer have an account with us, or if you don’t use our products any more, we can still keep your information. We can then contact you to tell you about offers, from us and other companies that might interest you.
      You can ask us not to tell you about offers – either at all, or just in particular ways – whenever you like. Just get in touch with us and give us your account details.
      Sharing your information with other organisations
    4. 15.4 We can let other people and organisations use our information about you. The other organisations include other Centrica group companies, such as those using the British Gas, Scottish Gas and Dyno Group brands.
      We and those other people and organisations can use information about you for the following purposes.
      1. To provide services you’ve asked for. This can mean giving information to members of your family or household. It could also mean giving information to anyone acting on your behalf, other people who might be interested, or those who introduced you to British Gas (such as a landlord or letting agent).
      2. As part of the process of selling one or more of our businesses.
      3. To help prevent and detect debt, fraud or loss. This can include giving information about you to a credit-reference agency. Clause 15.7 below describes this in more detail.
      4. To transfer some or all of a debt you have to another organisation.
      5. To provide information for legal or regulatory purposes (for example, if Ofgem, another regulator or a lawyer asks for it).
      6. In any current or future legal action.
      7. To take part in any data-sharing initiatives run by the Government, regulators or the industry (for example, initiatives meant to reduce fuel poverty, where people can’t afford to pay for heating and electricity, or those to help groups of vulnerable customers).
      8. To help manage loyalty or reward programmes.
      9. To help an insurer manage your insurance policy, if you have one with us. The insurer can use the information for underwriting and claims, to help develop new services, and to assess financial and insurance risk.
    5. 15.5 Some of our work might be carried out outside the European Economic Area (EEA), and so might the people or organisations we share your information with. That means your information could be moved to countries that don’t have the UK’s standards or protection for personal information. If that happens, we’ll make sure there are adequate safeguards. We’ll still collect, store and use your personal information the way we explain here in clause 15.
    6. 15.6 We may pass your address, property details and postcode, and details of your installations (including details of any repairs or removals) to organisations that supervise these activities, including Gas Safe (previously CORGI) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health-and-safety purposes. Where appropriate, we will give you, the landlord or the freehold owner (or all of these) a certificate to show that your appliances and so on meet building regulations.
    7. 15.7 We can check your details with credit-reference and fraud-prevention agencies, and they might give us indications of your income or circumstances. We carry out these checks to help us decide whether there’s a risk that you won’t pay your bill. It also helps us make decisions about the goods and services we can offer you.
      We take part in a data-sharing programme (a programme of sharing information) managed by the credit-reference agencies. If you’d like more information about this, you can find it at britishgas.co.uk/Credit-Referencing
      Or you can phone us on 0800 048 0202 and we’ll send you a leaflet.
      Here’s a brief guide to how we – along with credit-reference and fraud-prevention agencies – use your information.
      1. We’ll ask the agencies for information about you and all the people you are applying with. If it’s a joint application, and you’re giving information about other people, you need to make sure they agree that we can share their information with the agencies. If you give us false or inaccurate information and we suspect fraud, we’ll pass your details to credit-reference and fraud-prevention agencies. The information might also go to law-enforcement-agencies (such as the police and HM Revenue & Customs).
      2. We and other organisations can look at information about you that credit-reference and fraud-prevention agencies have given us. We can use this information to, for example:
        • check details on applications you make for credit and credit-related services;
        • check your identity;
        • prevent and detect fraud and money laundering;
        • manage credit and credit-related accounts or services;
        • recover debt;
        • check details on applications and claims for all types of insurance; and check details of employees and people applying for jobs with us.
      3. When we ask credit-reference agencies to do a search about you, they’ll record that on the credit file they keep about you. They’ll do that whether or not we go on to supply you with gas or electricity (or both).
      4. We’ll give credit-reference agencies information about your account with us and how you manage it. The agencies will record that information. If you’ve got an account with us and you don’t pay us any money you owe, in full or on time, credit-reference agencies will record the debt. They might give that information to other organisations and fraud-prevention agencies to carry out similar checks, find out where you are and deal with any money you owe.
          The credit-reference agencies keep records for six years after:
        • your account’s closed;
        • you pay the debt; or
        • someone takes action against you to recover the debt.
      5. We and other organisations might see (and use) information that the fraud-prevention agencies have received from other countries.
      6. If you want to see what information credit-reference and fraud-prevention agencies have about you, you can contact the following UK agencies. They might not all have the same information, so it’s worth contacting them all. They’ll charge you a small fee.
    1. Call Credit
    2. Consumer Services Team
    3. PO Box 491
    4. Leeds
    5. LS3 1WZ
    6. Phone: 0870 060 1414
    7. Website:www.callcredit.co.uk
    1. Experian
    2. Consumer Help Service
    3. PO Box 8000
    4. Nottingham
    5. NG80 7WF
    6. Phone: 0870 241 6212
    7. Website:www.experian.co.uk
    1. Equifax Plc
    2. Credit File Advice Centre
    3. PO Box 1140
    4. Bradford
    5. BD1 5US
    6. Phone: 0870 010 0583
    7. Website:www.myequifax.co.uk
  9. Information about suspected fraud

  10. If you give us information on behalf of someone else, you confirm you’ve given them the information in this document. You also confirm that they’ve given permission for us to use their personal information as we’ve described here in clause 16.
    If you give us sensitive information about yourself or other people, you agree we can use that information as we’ve described in this contract. That sensitive information could include, for example, health details or details of household members’ criminal convictions. If you give us sensitive information about someone else, you confirm that they have agreed we can use the information as we’ve described in this contract. How you can see the information we have about you.
    1. 16.1 You’re entitled to a copy of the information we hold about you, and to ask us to correct any inaccurate information. We can charge you a small fee for providing a copy of the information we hold. For more information, please contact our Privacy team by writing to them at:
      1. Lakeside West
      2. 30 The Causeway
      3. Staines
      4. TW18 3BY
      5. Or, you can e-mail CentricaDataProtection@Centrica.com.
  11. General and governing law

  12. We may cancel this agreement immediately at any time by giving you written notice. If we cancel this agreement without good reason, we will pay you reasonable costs or losses you suffer as a direct result.
  13. These terms and conditions set out the entire agreement between you and us. Nobody other than you will be able to benefit from this agreement.
  14. These terms and conditions and any claims or disputes arising from them (whether contractual or non-contractual) are governed by the laws of England and Wales (if your home is in England or Wales) and by the laws of Scotland (if your home is in Scotland).

    British Gas is the trading name of British Gas Trading Limited, registered in England & Wales: Number: 3078711. Registered Office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD and British Gas New Heating Limited, registered in England & Wales: Number: 6723244. Registered office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. Installation is provided by British Gas New Heating Limited.

Insulation Agreement (post survey)

Please read this section carefully as it will tell you everything you need to know about the terms and conditions on which we will deal with each other when you have British Gas install insulation in your home. During your property survey, your surveyor will determine the cost of your installation and the ECO funding available towards this. Where this funding does not meet the total cost of the installation, we will tell you during your survey and issue you with a written quotation for the excess.

Your Quotation
  1. We will carry out the work specified for the amount quoted, subject to the following terms and conditions. All prices include VAT at the current rate if a customer contribution is required.
  2. The quotation is valid from the time of the quotation for 28 days and assumes that your installation will take place within 90 days of accepting the quotation, as long as you have all the relevant permission necessary (for example, homeowners and/or planning permission as applicable). If we reasonably decide that we may not be able to complete your installation before 31 March 2017 for reasons outside our control, we may change the quotation, after which you will have further 28-day period to accept the quotation.
  3. We can change your quotation within the 28-day period if there is a significant change to the property.
  4. You will have to provide a reasonable amount of electricity and water (without charge) to help us carry out the work. Our quotation includes you making this electricity and water available. We will also assume we will have access from inside your property if we give you reasonable notice. If we cannot gain access, we will not be able to carry out the work needed and you will need to arrange another appointment.
  5. The quotation does not include the cost of removing any dangerous waste material, such as asbestos, which we were unaware of when we made the original quotation and which we only become aware of when doing the work. It will be your responsibility to arrange to have any dangerous waste removed by an approved contractor and pay any costs involved in doing this. When you have had any asbestos removed, you must give us a copy of your clean–air certificate before we will do any further work at your property.
  6. The quotation together with these terms and conditions set out the entire agreement between you and us.
  7. Nobody other than you will be able to benefit from this agreement.
Your Deposit
  1. You may have to pay a deposit before the installation takes place. If this is the case, we will let you know during the survey.
  2. We can withdraw from this agreement if, after closely examining the structure, our installers decide it is not suitable for insulation or that safe access to any part of the structure is not possible using the equipment we normally use. If this happens we would repay any deposit you may have paid. We will not accept any further responsibility. If we are only able to carry out part of the agreement due to a fault on your part, you will have to pay our standard charge for the work actually carried out.
  3. In the event that we are installing multiple products at your property and one or more of these products are cancelled, then your quotation will need to be cancelled. This may reduce the level of Energy Companies Obligation funding available to you, however we will make you aware of this before we start any work.
Permission and Approval
  1. If you are a tenant or leasehold owner, you will need the freehold owner’s written permission before any work is carried out. If you are not the freehold owner, we will need evidence of the freehold owner’s permission before we can start any work. We will not be responsible for any work you have asked us to complete if you have failed to get permission from the freehold owner.
    1. 11.1 If your property is a listed building or in a conservation area, you may need planning permission to carry out the work shown in the quotation. It is your responsibility to make sure that you have the appropriate permission. We will also need evidence from you that you have done this. If you do not get the permission needed, you may be prosecuted in the criminal courts. We will not be able to proceed with any work if you have not got appropriate planning permission. If we carry out unauthorised work at your property because you have given us false or inaccurate information, you will have to compensate us for any losses we suffer as a result of your failure to get the necessary planning permission. This may include court fines and penalties.
    2. 11.2 When we carry out the installation will depend on availability of materials and staff and we may change or withdraw the offer at any time.
Gaining access
  1. We will also assume access is available to the inside of the property if we give you reasonable notice, and that you or an adult authorised by you will be at the property at the time we do the installation. If we cannot gain access, we will not be able to carry out the work needed and you will need to arrange another appointment.
Health and Safety
  1. We will not begin or continue services if we reasonably consider that there is a risk to health and safety, including if there are dangerous materials or infestations on the site or if anyone harasses our staff (including verbal or physical abuse). We will not start work again until there is no longer a risk to health and safety.
Carrying out your installation
  1. We will carry out all the work during our normal business hours, which are 8:00 to 18:00, Monday to Friday.
    1. 14.1 If we have recommended building or other work before the installation, including removing items stored in the loft, we will assume you have carried this out beforehand, unless we have agreed otherwise with you. Any delay in starting the installation as a result of this work not being carried out will not be our responsibility.
    2. 14.2 The quotation is based on installing insulation into masonry cavity walls which are at least 40 millimetres (mm) wide and no more than 65 mm wide. If the cavity is narrower or wider than this, we may withdraw the quotation and make good any exploratory work we have carried out at the time of starting the installation. Or, if you agree, the installation may continue and you will pay for any extra material needed.
    3. 14.3 The installation work involves drilling which will cause some vibration and dust. We will clean up any dust as far as is reasonably possible. However, before we start the work, you will be responsible for making sure that you move all items likely to be affected to a safe place.
    4. 14.4 We will take all reasonable care to carry out the work without causing unnecessary damage to your property. We will take reasonable steps to cover any holes we drill through the outside walls of your property. While we will make good any damage directly caused by our negligence (although we will not be legally responsible at all for any bricks damaged or broken when clearing cavity walls), you accept that the installation and related work may cause damage and that certain areas may need redecorating after the installation is finished. Redecoration will be your responsibility and is not included in the quotation.
    5. 14.5 Before the installation, an energy expert will carry out a survey to assess whether your property is safe enough for the work to go ahead. The method we use to remove any rubble as part of the installation has been approved by a structural engineer. We accept no legal responsibility for any structural issues that arise at the property after your installation is complete, unless these issues arise as a direct result of our negligence.
    6. 14.6 We may need to use subcontractors to carry out the installation. We will have approved all subcontractors and they will be experienced, qualified and accredited to carry out the work.
    7. 14.7 The time estimate for doing the work is our best estimate and we will make every reasonable effort to complete the work on time. We will not be responsible for any delays or losses if we cannot fulfil our side of the agreement for reasons which are beyond our control such as fire, accidents, war, bad weather conditions, industrial disputes, strikes, lockouts which we are not directly involved in or discovering issues at the property, such as extra rubble in the cavity. In these situations, we may agree to change the time estimates we originally gave you.
    8. 14.8 You will pay for the work when it is finished unless we say otherwise in your quotation. If we are installing multiple products, then the finishing date will be the date on which the last product is installed at your property.
Your Responsibility
  1. It is important that if there are any areas of your home where alterations have resulted in the outside wall not having a cavity, you must tell us. This might include windows that have been bricked up, recesses and niches. This will usually happen in lounges, bathrooms, downstairs toilets or even in the kitchen below work-top surfaces. It is your responsibility to tell us about these alterations and we accept no responsibility for damage caused as a result of your failure to do so.
    1. 15.1 In a small number of cases, to check on quality, extra visits – by either us, an approved person working on our behalf, Ofgem or an agency working on their behalf – may be needed either before, during or after the installation. We will give you reasonable notice if this applies.
    2. 15.2 You agree to keep to any requests for information or help so that we can keep the Energy Company Obligation.
Guarantees and warranties
  1. We will guarantee our workmanship for 12 months from the date that the installation is completed and we will give you the relevant guarantee documents. You will also receive the benefit of any product warranties or guarantees provided by the manufacturer of the materials used during your installation.
    1. 16.1 For cavity wall insulation, when we have finished the installation, we will send an application, on your behalf, for a Cavity Insulation Guarantee Agency guarantee. You can find details about this at www.ciga.co.uk.
    2. 16.2 These guarantees do not affect the rights you have by law (statutory rights) in relation to the quality and description of goods and services. You can contact your local-authority trading standards department or Citizens Advice if you need more information about these rights.
Legal Responsibility/Liability
  1. We accept full legal responsibility if we act negligently and this results in death or personal injury, or if we act fraudulently. If you suffer any loss or damage, we will not pay more than £1,000,000 for each event that causes you loss. Or, if there are number of connected events that cause you loss, we will not pay more than £1,000,000 in total for these events. We will not, under any circumstances be responsible for:
    1. any financial loss or damage, for example, loss of profit, income, business, contract orgoodwill; or
    2. any loss which, when we made this contract with you, we would not reasonably have expected to happen even if we, our employees, subcontractors or agents did not follow these terms and conditions.
    1. 17.1 Our agreement and these terms and conditions are governed by the laws of England and Wales if your home is in England or Wales and by the laws of Scotland if your home is in Scotland.
Cancellation - by you
  1. You can cancel this agreement up to 14 days after the day any goods are delivered. This is called your “cooling off period”.
    1. 18.1 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 and are making a payment towards the cost of the work, 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.
    2. 18.2 We can deduct our costs from any deposit you’ve paid or bill you for them. If you wish to cancel you can call us on 0800 294 9159 or email us at BGNEcustomermanagementteam@contactus.britishgas.co.uk.
      We assume notice of cancellation has been served as soon as it is posted or sent to us or, in the case of email, from the date it is sent to us and by call on the date of the call.
    3. 18.3 Where you are entitled to a refund we will arrange to give you the refund within 42 days of us receiving your notice.
    4. 18.4 Section 18 does not affect your statutory rights.
Cancellation - by us
  1. The offer is subject to availability and subject to change or withdrawal at any time. We may cancel the agreement immediately at any time by giving you written notice. If we cancel the agreement without good reason, we will pay you reasonable costs or losses you suffer as a direct result of the cancellation.
Complaints
  1. Should you want to make a complaint, you can do so in the following ways: In writing, delivered personally or sent by recorded delivery or registered post to the Insulation Complaints Team, British Gas New Energy, Canal Street, Leeds LS12 2UE. By email to: bgneresolutions@centrica.com Or by phone on: 0800 980 5997.
    1. 20.1 You can use these details if you have any complaints or feedback. We will always try to deal with your complaint as soon as we receive it. If we can’t, we will aim to send an acknowledgement within 48 hours telling you who is dealing with the matter. We will work hard to deal with the problem as quickly and efficiently as possible. If your complaint is complicated or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by phone or in writing, while we do so.
      How we’ll use and protect our information about you
      This section explains how we use the information we collect about you in your dealings with us – some of which will be classified as sensitive under the Data Protection Act. We’ll meet the standards set out in this clause whether or not you become a customer.
      We collect information about you in a number of ways. For example, you might give it to us, we might collect it through our dealings with you, or it might be collected from our devices such as smart meters. We might also get it from companies that offer databases of information, like credit-reference agencies. If we significantly change the information we ask for, or the way we use it, we’ll tell you.
How we’ll use and protect our information about you
  1. “Some of the information you have provided to British Gas (‘your personal information’) may be disclosed to Ofgem as Administrator of the Energy Company Obligation scheme. Ofgem is the Office of the Gas and Electricity Markets. Further information about Ofgem can be found at www.ofgem.gov.uk Ofgem may use your personal information to determine whether a supplier is achieving its obligations under the scheme and to comply with its own statutory duties. Ofgem is required to disclose your personal information to the Secretary of State. Ofgem may seek to verify your personal information by contacting you directly or by checking it against existing Government records. If you would like to know more about what information Ofgem holds about you, or the way it uses your information, full details of Ofgem’s ECO Privacy Policy can be found at: https://www.ofgem.gov.uk/ofgem-publications/59016/eco-privacy-policy-08-apr-13.pdf. You can also contact Ofgem directly at eco@ofgem.gov.uk or 9 Millbank, London, SW1P 3GE.” (Wording set by Ofgem in their Notice of Fair Processing, the Data Protection Act 1998).
    1. 21.1 We and our agents can use your information to do the following.
      • Give you the services you’ve asked for, which can include loyalty and incentive programmes.
      • Offer you services, accounts and products, again including loyalty and incentive programmes. We can use an automated scoring system to help us choose what to offer you. That system uses information from credit-reference agencies and other companies.
      • Contact you to ask how we can improve the way we manage your account and provide you with services.
      • Create statistics, test computer systems and do analysis. The information and analysis can include details about you and your household, your income and your lifestyle. It can also include the way you use energy. We can use our analysis to create profiles and marketing opportunities.
      • Help prevent and detect debt, fraud and loss.
      • Help us keep you, your family and your household healthy, safe and secure.
      • Help us train our staff.
      • Contact you in any way about products and services we (and our selected partners) are offering. This can include by email, phone and text message, as well as any other form of electronic communication (such as through your smart meter if you have one). It can also include visiting you.
    2. 21.2 We can monitor and record any of your communications with us, including telephone conversations and emails, to make sure we’re giving you a good service and meeting our regulatory and legal responsibilities.
    3. 21.3 We can use any of our information to contact you. We can contact you by post, email, phone, text message or any other kind of electronic communication (such as through your smart meter if you have one). We can also visit you. If we contact you to tell you about offers, when possible we’ll do it the way you’ve told us you’d prefer to get marketing information.
      If you no longer have an account with us, or if you don’t use our products any more, we can still keep your information. We can then contact you to tell you about offers, from us and other companies that might interest you.
      You can ask us not to tell you about offers – either at all, or just in particular ways – whenever you like. Just get in touch with us and give us your account details.
      Sharing your information with other organisations
    4. 21.4 We can let other people and organisations use our information about you. The other organisations include other Centrica group companies, such as those using the British Gas, Scottish Gas and Dyno Group brands.
      We and those other people and organisations can use information about you for the following purposes.
      • To provide services you’ve asked for. This can mean giving information to members of your family or household. It could also mean giving information to anyone acting on your behalf, other people who might be interested, or those who introduced you to British Gas (such as a landlord or letting agent).
      • As part of the process of selling one or more of our businesses.
      • To help prevent and detect debt, fraud or loss. This can include giving information about you to a credit-reference agency. Clause 21.7 below describes this in more detail.
      • To transfer some or all of a debt you have to another organisation.
      • To provide information for legal or regulatory purposes (for example, if Ofgem, another regulator or a lawyer asks for it).
      • In any current or future legal action.
      • To take part in any data-sharing initiatives run by the Government, regulators or the industry (for example, initiatives meant to reduce fuel poverty, where people can’t afford to pay for heating and electricity, or those to help groups of vulnerable customers).
      • To help manage loyalty or reward programmes.
      • To help an insurer manage your insurance policy, if you have one with us. The insurer can use the information for underwriting and claims, to help develop new services, and to assess financial and insurance risk.
    5. 21.5 Some of our work might be carried out outside the European Economic Area (EEA), and so might the people or organisations we share your information with. That means your information could be moved to countries that don’t have the UK’s standards or protection for personal information. If that happens, we’ll make sure there are adequate safeguards. We’ll still collect, store and use your personal information the way we explain here in clause 21.
    6. 21.6 We may pass your address, property details and postcode, and details of your installations (including details of any repairs or removals) to organisations that supervise these activities, including Gas Safe (previously CORGI) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health-and-safety purposes. Where appropriate, we will give you, the landlord or the freehold owner (or all of these) a certificate to show that your appliances and so on meet building regulations.
    7. 21.7 We can check your details with credit-reference and fraud-prevention agencies, and they might give us indications of your income or circumstances. We carry out these checks to help us decide whether there’s a risk that you won’t pay your bill. It also helps us make decisions about the goods and services we can offer you.
      We take part in a data-sharing programme (a programme of sharing information) managed by the credit-reference agencies. If you’d like more information about this, you can find it at britishgas.co.uk/Credit-Referencing .
      Or you can phone us on 0800 048 0202and we’ll send you a leaflet.
      Here’s a brief guide to how we – along with credit-reference and fraud-prevention agencies – use your information.
      • We’ll ask the agencies for information about you and all the people you are applying with. If it’s a joint application, and you’re giving information about other people, you need to make sure they agree that we can share their information with the agencies. If you give us false or inaccurate information and we suspect fraud, we’ll pass your details to credit-reference and fraud-prevention agencies. The information might also go to law-enforcement-agencies (such as the police and HM Revenue & Customs).
      • We and other organisations can look at information about you that credit-reference and fraud-prevention agencies have given us. We can use this information to, for example:
        • check details on applications you make for credit and credit related services;
        • check your identity;
        • prevent and detect fraud and money laundering;
        • manage credit and credit-related accounts or services;
        • recover debt;
        • check details on applications and claims for all types of insurance; and check details of employees and people applying for jobs with us.
      • When we ask credit-reference agencies to do a search about you, they’ll record that on the credit file they keep about you. They’ll do that whether or not we go on to supply you with gas or electricity (or both).
      • We’ll give credit-reference agencies information about your account with us and how you manage it. The agencies will record that information. If you’ve got an account with us and you don’t pay us any money you owe, in full or on time, credit-reference agencies will record the debt. They might give that information to other organisations and fraud-prevention agencies to carry out similar checks, find out where you are and deal with any money you owe.
        The credit-reference agencies keep records for six years after:
        • your account’s closed;
        • you pay the debt; or
        • someone takes action against you to recover the debt.
      • We and other organisations might see (and use) information that the fraud-prevention agencies have received from other countries.
      • If you want to see what information credit-reference and fraud-prevention agencies hold about you, you can contact the following agencies currently working in the UK. The information they hold may not be the same, so it is worth contacting them all. They will charge you a small fee.
Information about suspected fraud
  1. If you give us information on behalf of someone else, you confirm you’ve given them the information in this document. You also confirm that they’ve given permission for us to use their personal information as we’ve described here in clause 22.
    If you give us sensitive information about yourself or other people, you agree we can use that information as we’ve described in this contract. That sensitive information could include, for example, health details or details of household members’ criminal convictions. If you give us sensitive information about someone else, you confirm that they have agreed we can use the information as we’ve described in this contract. How you can see the information we have about you.
    1. 22.1 You’re entitled to a copy of the information we hold about you, and to ask us to correct any inaccurate information. We can charge you a small fee for providing a copy of the information we hold. For more information, please contact our Privacy Team by writing to them at:

Savings figure

Savings figure source energysavingtrust.org.uk/Insulation/Roof-and-loft-insulation and energysavingtrust.org.uk/Insulation/Cavity-wall-insulation , August 2014. Actual savings depend on individual circumstances.