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 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 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.

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

5. 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.

6. We may need you to lift carpets or take up all or some other floor coverings, including tongue-and-grooved floor coverings and 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.

7. 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 the work means we have to create access if there is not enough pipework or wiring in place to install the boiler, and this can cause damage to things like inside and outside finishings such as 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.

8. If you are a tenant, you will need your landlord's permission before you can 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. We recommend you buy a PowerCleanse™ with your installation to remove sludge and other waste from your central heating system. If you need a deeper clean, we will recommend you buy a PowerFlush™ which is fitted to the central-heating system. 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™, 200™, 300™ or 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.

14. We cannot be responsible if we cannot meet our responsibilities because of things beyond our control including, for example, poor weather conditions, industrial disputes and strikes (that we are not directly involved in).

15. 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, Gas Safe registered and carry identity cards. We are responsible for the approved installers we use.

16. 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.

17. Notice of the Right to Cancel

You are entitled to cancel this agreement. If you are thinking about cancelling, please call 0333 202 9670*. If you want to cancel, you must do this in writing and must send it by recorded delivery or registered post (or deliver it personally) to British Gas New Heating Centre, PO Box 177, Newbridge Lane, Stockport, Cheshire, SK1 2FB or by email to at any time within seven days starting from the date you sign the quote. Your notice will apply as soon as you have posted or emailed it to us. You may use the form attached to this agreement if you want to, but you do not have to. If you cancel this contract after the seven-day period, we may have to keep some or all of your deposit to cover our reasonable costs. We will try to keep these costs to a minimum. If there is a significant delay in the installation after the seven-day period that was not caused by you, or was caused by events beyond our control, then you will have a right to cancel this contract and receive a full refund (within 14 days of the cancellation). If we have seriously broken our duties to you, as set out in this contract, you have a right to cancel and receive a full refund. If you have signed a credit agreement which relates to this agreement, your credit agreement will automatically be cancelled if this agreement is cancelled.

*We may record calls to help improve our service to you. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.

Phone lines are open Monday to Friday between 9am and 5pm. We're closed on Saturday & Sundays and also Bank Holidays.

18. 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.

19.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.

20. Using personal information

We or our agents may use your information to do the following:

  • Provide you with the services you have asked for (which may include loyalty and incentive schemes).
  • Offer you accounts, services and products from us and our partners. To help us make these offers we may use an automatic scoring system, which also uses information about you from other credit-reference agencies and other companies.
  • Help run, and contact you about improving the way we run, any accounts, services and products we provide or plan to provide.
  • Create statistics, test computer systems, analyse customer information, create profiles and create marketing opportunities. This includes using information about what you buy from us and how you pay for it, for example the amount of gas or electricity you use and any discounts we have offered you.
  • Help to prevent and detect debt, fraud or loss.
  • Help train our staff.
  • Contact you in any way including by post, email, phone, text message or other forms of electronic communications (such as through your smart meters) or by visiting you about products and services we and our selected partners are offering. When we contact you, we may use any information we hold about you to do so. If we are contacting you to tell you about any offers, we will, as far as possible, do this in line with how you have told us you would prefer to receiving marketing information (your recorded marketing preferences). 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.

We may allow other people and organisations to use information we hold about you (including British Gas, Scottish Gas and the Dyno Group):

  • to provide services you have asked for, which may include providing information to members of your family or household, anyone acting on your behalf or other people who may be interested (such as landlords or letting agents);
  • as part of the process of selling one or more of our businesses;
  • to help to prevent and detect debt, fraud, or loss (for example by giving this information to a credit-reference agency), which we describe in more detail below (if you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt);
  • if we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes;
  • as part of any current or future legal action;
  • as part of government schemes for sharing information, for example schemes designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity);
  • to help manage any loyalty or rewards schemes; or
  • 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), if you hold an insurance policy with us.

Sometimes these other people and organisations may be outside the European Economic Area (EEA) and because of this we may pass your information to countries that do not have the same standards of protection for personal information as the UK.

We may use your information to help train our staff. We may also monitor and record any communications we have with you, including phone conversations and emails, to make sure that we are providing a good service and to make sure we are meeting our legal and regulatory responsibilities.

If we suspect someone has committed fraud or stolen energy by tampering with the meter or diverting the energy supply, we will record this on your account record and may share this information with Ofgem and other people who are interested (such as other energy suppliers, landlords and housing associations).We may use this information to make decisions about you, your character, how likely we think you are to pay for your gas or electricity (or both) and future energy services. We may also record sensitive personal information such as criminal offences you have been accused of. Also, if the gas or electricity supply to your property has previously been tampered with, or if gas or electricity has been stolen, or we suspect it has been stolen, we may take this into account when we decide what products or services we can offer you and the terms and conditions we give you.

We may pass your address, property and postcode, and details of your gas appliances, flue, hot-water cylinder, system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities, including Gas Safe (which replaced 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. They may also use this information for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances meet building regulations. We will check your details with one or more credit-reference and fraud-prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you. We have given a brief guide below on how we and the credit-reference and fraud-prevention agencies will use your information. If you would like more information about this, you can find the full guide at Or, phone us on 0333 202 9802* and we will send you a leaflet. We will search at credit-reference and fraud-prevention agencies for information about you and all the people you are applying with. If you are providing information about other people on a joint application, you must make sure they agree that we can use their information to do this. If you give us false or inaccurate information and fraud is identified, we will pass your details to credit-reference and fraud-prevention agencies.

*We may record calls to help improve our service to you. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.

Phone lines are open Monday to Friday between 8am and 8pm and on Saturdays from 8am to 6pm. We're closed on Sundays and Bank Holidays.

Law-enforcement agencies (such as the police and HM Revenue & Customs) may receive and use this information.

  • We and other organisations may also access and use information about you that credit-reference and fraud-prevention agencies give us 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 proposals 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 receive a search from us, they will record this on your credit file whether your application is successful or not.
  • We will send information on your account to credit-reference agencies and they will record it. If you have an account with us, we will give credit-reference agencies details about it and how you manage it. If you have an account and do not repay money you owe in full and on time, credit-reference agencies will record this debt. They may give this 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 has been closed and either you have paid the final debt or we have taken action against you to recover the debt
  • We and other organisations may access and use, from other countries, information recorded by fraud-prevention agencies.
  • 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.

Consumer Services Team
PO Box 491
Phone: 0870 060 1414

Equifax plc
Credit File Advice Centre
PO Box 1140
Phone: 0870 010 0583

Consumer Help Service
PO Box 8000
NG80 7WF
Phone: 0870 241 6212

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 on 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 write to our Privacy Unit at Lakeside West, 30 The Causeway, Staines, TW18 3BY, or email