4. Your HomeCare Excess

When you apply for SGE HomeCare, you can choose a £0, £60 or £100 excess. Your chosen excess affects your monthly HomeCare price and will be confirmed when your application is accepted.

Where an excess applies, it is payable once for each separate covered breakdown.

If resolving the same fault requires more than one engineer visit — for example, because a replacement part needs to be ordered — you will not be charged another excess for the return visit.

A new and unrelated fault will be treated as a separate breakdown and the applicable excess will be payable again.

5. Beyond Economic Repair

Sometimes covered equipment reaches a point where continuing to repair it is no longer reasonable or economical.

We may consider equipment to be Beyond Economic Repair (BER) after taking into account its age and condition, previous repair history, the availability and cost of replacement parts, its likely reliability following repair and the reasonable cost of replacing the equipment.

If we believe your equipment is Beyond Economic Repair, we'll explain our assessment to you before making that decision.

Once an item has been declared Beyond Economic Repair, further repairs to that item will no longer be covered under SGE HomeCare.

Where appropriate, we'll offer you a preferential HomeCare customer quotation for replacement equipment.

6. Breakdowns, Call-outs & Priority Assistance

SGE HomeCare customers receive priority assistance when reporting a covered breakdown.

There is no fixed limit on the number of genuine covered breakdowns you can report during your HomeCare agreement, subject to these Terms & Conditions and our Beyond Economic Repair provisions.

We'll aim to attend as soon as reasonably practicable, taking into account the nature and urgency of the fault, engineer availability, your location, working hours and any parts that may be required.

A complete loss of heating or hot water, an unsafe electrical condition or an uncontrolled internal water leak will be treated as a priority.

We don't guarantee a specific attendance time unless we have expressly confirmed one with you.

Where parts are required, we'll arrange a return visit as soon as reasonably practicable once the required parts are available.

Gas or carbon monoxide emergency: If you smell gas or suspect carbon monoxide, don't wait for an SGE HomeCare engineer. Contact the National Gas Emergency Service immediately on 0800 111 999 and follow their emergency advice.

7. Annual Servicing & Your Responsibilities

An annual boiler service is included as part of every SGE HomeCare agreement.

The timing of your first annual boiler service will depend on the boiler's existing service history and when its next service is due. Where appropriate, we may carry out your first annual service as part of, or shortly after, your initial HomeCare inspection. If your boiler has recently been serviced, we'll arrange the next annual service at an appropriate time during your HomeCare agreement.

Where Air Conditioning Care is included, one routine service of the covered air-conditioning system is also included during each 12-month period.

We'll contact you when your routine service is due. You must provide reasonable access to the property and covered equipment so that servicing and repairs can be carried out safely.

You must tell us about any known changes, alterations or faults that may affect the equipment covered by your HomeCare agreement.

Covered equipment must not be deliberately damaged, misused or worked on by an unauthorised person. If another contractor carries out work that causes or contributes to a fault, the resulting repair may not be covered.

You are responsible for taking reasonable steps to prevent further damage after a fault occurs — for example, turning off a water supply where it is safe and practical to do so.

We'll make reasonable attempts to contact you to arrange your annual service. It is also your responsibility to make the property available for the service. If you do not respond to our attempts to arrange an appointment, or repeatedly do not provide access, the service may remain outstanding. An unused annual service cannot normally be carried forward into a later 12-month period or exchanged for cash or a reduction in your HomeCare payments.

8. General Exclusions

SGE HomeCare is designed to cover breakdowns and faults within the areas of cover you have selected. Unless we have specifically agreed otherwise, the following are not covered:

• Faults or damage that existed before your HomeCare cover started
• Deliberate damage, misuse, neglect or accidental damage
• Damage caused or contributed to by work carried out by another person or contractor
• Cosmetic defects that do not affect the safe or normal operation of the equipment
• Improvements, upgrades or alterations rather than repairs
• Damage caused by fire, flood, storm, freezing, structural movement or other external events
• Problems caused by inadequate utility supplies, including interruption to gas, electricity or water supplies
• Removal or reinstatement of walls, floors, ceilings, fitted furniture or other building finishes where substantial access work is required
• Asbestos removal or work that cannot safely proceed because asbestos or another hazardous material is present
• Equipment or parts that are no longer reasonably available or which have been declared Beyond Economic Repair
• Any system, appliance or equipment that is not included within your selected HomeCare cover

If work is required that falls outside your HomeCare cover, we'll explain this to you and, where appropriate, provide a separate quotation before carrying out chargeable work.

9. Parts & Availability

Where a covered repair requires replacement parts, SGE will supply standard replacement parts where they are reasonably available.

We will normally use genuine manufacturer parts or suitable equivalent parts at our discretion, taking into account compatibility, safety, availability and reasonable cost.

We cannot guarantee that every replacement part will be immediately available. Some parts may need to be ordered from the manufacturer or supplier, and older or discontinued equipment may have limited parts availability.

If a required part is obsolete, unavailable or cannot reasonably be sourced, we'll explain the options available to you. This may include an alternative repair where appropriate or an assessment of whether the equipment is Beyond Economic Repair.

SGE HomeCare does not cover upgrades or improvements requested by the customer where the existing component could otherwise be repaired or replaced with a suitable standard part.

10. Payments & Changes to Your HomeCare Price

Your monthly HomeCare price will be confirmed when your application is accepted and will reflect the level of cover and excess you have selected.

Payments must be kept up to date for your HomeCare cover to remain active. If a payment is missed or cannot be collected, we'll contact you and give you a reasonable opportunity to bring your account up to date.

If payments remain outstanding, we may suspend HomeCare services until the outstanding amount has been paid and, where appropriate, may end the agreement.

While your HomeCare cover is suspended because payments are overdue, you will not be covered for any new fault or breakdown that occurs during the period of suspension. Bringing your payments up to date does not retrospectively provide cover for faults or breakdowns that arose while your cover was suspended. Once the outstanding amount has been paid and your cover has resumed, cover will apply to new faults and breakdowns arising after that date, subject to these Terms & Conditions.

We may review your HomeCare price to reflect reasonable changes in the cost of providing your cover, including changes in labour, parts and operating costs. We will not increase your monthly price during your initial 12-month minimum term unless you ask us to change your level of cover or excess. After the initial minimum term, we will give you reasonable advance notice of any price increase before it takes effect. If you do not wish to accept the new price, you may cancel your agreement before the increase takes effect without any additional cancellation charge.

11. Cancelling Your HomeCare Agreement

You can cancel your SGE HomeCare agreement by contacting us using the details provided on this website or in your HomeCare confirmation.

If you enter into your HomeCare agreement online or otherwise at a distance, you will normally have the right to cancel the agreement within 14 days after the day the agreement is entered into, without giving a reason.

We will provide details of your statutory cancellation rights when we confirm your HomeCare agreement.

If you ask us to begin providing HomeCare services during the 14-day cancellation period, we may ask you to expressly confirm that request. If you then cancel during the cancellation period, you may be required to pay a reasonable amount for services already supplied, where permitted by law.

After the 14-day cancellation period, you may still ask us to cancel your HomeCare agreement. Any cancellation will be dealt with in accordance with these Terms & Conditions and your confirmed HomeCare agreement.

Cancelling your HomeCare agreement does not affect any amounts already due for services properly provided before the cancellation takes effect.

12. Agreement Term & Continuation

Your SGE HomeCare agreement has an initial minimum term of 12 months, starting from the cover start date shown in your HomeCare confirmation.

Your monthly payments will continue throughout the initial 12-month minimum term unless the agreement is cancelled in accordance with your statutory cancellation rights, the early-cancellation provisions below, or we agree otherwise.

Cancelling during the initial 12-month term

You may ask to cancel your HomeCare agreement before the end of the initial 12-month minimum term.

If you cancel early, a £15 administration charge will apply. We may also make a reasonable charge for HomeCare services already provided under your agreement, less the HomeCare payments you have already made. The included annual boiler service is valued at £90 including VAT for this purpose. Where we have provided a covered breakdown repair, we may also take into account the reasonable cost of labour and parts supplied. Any excess already paid will be taken into account so that you are not charged twice for the same service or cost.

We will explain any amount due and how it has been calculated. We will not charge you for future HomeCare services that we will no longer provide.

The £15 administration charge will not apply where you are exercising a statutory cancellation right or where SGE ends your agreement for a reason that is not your fault.

After the initial 12-month term

After the initial 12-month minimum term, your HomeCare agreement will continue on a monthly rolling basis. It will not automatically commit you to another 12-month minimum term.

Once the initial minimum term has ended, you can cancel your HomeCare agreement by giving us one month's notice. No administration charge will apply.

You may give notice during the final month of your initial 12-month term so that your agreement ends when that minimum term expires.

We'll explain how to contact us to cancel in your HomeCare confirmation and will make the cancellation process straightforward.

13. Moving Home

Your SGE HomeCare agreement applies to the property and equipment confirmed when your cover is accepted.

If you move home, your existing HomeCare agreement will not automatically transfer to your new property.

Please contact us as soon as possible if you are moving. We can arrange for your existing agreement to end on an agreed date and, if you wish, assess your new property for a new SGE HomeCare agreement.

If you move during your initial 12-month minimum term and do not continue with SGE HomeCare at your new property, the early-cancellation provisions in Section 12 will apply.

If you take out a new SGE HomeCare agreement for your new property, we will waive the £15 early-cancellation administration charge on your existing agreement. Any reasonable amount due for HomeCare services already provided at your previous property may still be payable in accordance with Section 12.

Any new property and its equipment will be subject to our normal eligibility and acceptance requirements before cover can begin.

If you are selling your property and would like the new owner to continue with SGE HomeCare, please contact us. Any new agreement will be subject to the new owner's application and our acceptance.

14. Access & Appointments

You must provide reasonable access to your property and the covered equipment when we attend for a service, inspection or repair.

An adult aged 18 or over must be present at the property unless we have agreed alternative access arrangements with you in advance.

Please make sure the area around the equipment is reasonably clear and safe for our engineer to work in.

If you need to change or cancel an appointment, please give us as much notice as reasonably possible.

If we cannot gain access at an agreed appointment, or an appointment is repeatedly cancelled at short notice, we may need to rearrange the visit. We reserve the right to make a reasonable charge where an engineer has attended but cannot carry out the work because access has not been provided, provided we have told you about the charge beforehand.

We may also postpone or stop work if our engineer considers that it cannot be carried out safely.

15. Ending or Suspending Your HomeCare Cover

We may suspend or end your SGE HomeCare agreement where there is a reasonable reason for us to do so.

This may include where payments remain outstanding after we have contacted you and given you a reasonable opportunity to bring your account up to date; where we have been given false or materially misleading information about the property or covered equipment; where we are repeatedly unable to obtain reasonable access to service or repair the covered equipment; or where the equipment or property has been altered in a way that means we can no longer reasonably provide the agreed cover.

We may also suspend or refuse a visit where our engineer would be exposed to unsafe, abusive or threatening conditions.

Except where immediate action is reasonably necessary for safety or another serious reason, we'll explain the reason and give you reasonable notice before we end your agreement.

Ending or suspending your HomeCare agreement will not affect any rights or obligations that arose before the date the suspension or cancellation takes effect.

If we end your agreement for a reason that is not your fault, you will not be charged for HomeCare cover after the agreement ends and, where applicable, we will refund any payment you have already made for a period of cover after that date.

16. Our Responsibility to You

We will provide SGE HomeCare services with reasonable care and skill.

Nothing in these Terms & Conditions limits or excludes any rights you have under consumer law or any liability that cannot legally be limited or excluded.

We are responsible for loss or damage that is a foreseeable result of our failure to provide the service with reasonable care and skill or our breach of these Terms & Conditions.

We are not responsible for faults, loss or damage caused by matters outside our reasonable control, or for loss or damage arising from equipment, systems or work that is outside your selected HomeCare cover.

Nothing in these Terms & Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited.

17. Complaints

We want you to be happy with the service you receive from SGE HomeCare. If something goes wrong, please contact us and give us the opportunity to put things right.

You can make a complaint by telephone, email or in writing using the contact details shown on our website or in your HomeCare confirmation.

We'll investigate your complaint fairly and aim to respond as quickly as reasonably possible. If we need additional information or more time to investigate, we'll keep you informed.

Making a complaint does not affect your statutory rights.

18. Changes to These Terms

We may update these Terms & Conditions from time to time where there is a reasonable need to do so, for example because of changes to the services we provide, changes in law or regulation, or changes to the way SGE HomeCare operates.

Where a change materially affects your HomeCare agreement, we'll give you reasonable notice before the change takes effect and explain the change clearly.

If a change materially disadvantages you, you may cancel your HomeCare agreement before the change takes effect without any additional cancellation charge.

We will not use a change to these Terms & Conditions to remove rights that you have under consumer law.

The Terms & Conditions that apply to your HomeCare agreement will be made available to you and you should keep a copy for your records.

19. Privacy & Personal Information

We will use the personal information you provide to administer your SGE HomeCare agreement, arrange appointments, provide services, manage payments and communicate with you about your cover.

We will handle your personal information in accordance with applicable data protection law and our Privacy Policy.

We may need to share relevant information with service providers that help us administer your HomeCare agreement, such as payment-processing or business-management providers, where necessary to provide the service.

We will not use your HomeCare application to send you marketing communications unless you have separately agreed to receive them or we are otherwise permitted to do so by law.

Further information about how we collect, use and protect personal information, and about your data protection rights, is available in our Privacy Policy.

20. Governing Law

These Terms & Conditions and your SGE HomeCare agreement are governed by the laws of England and Wales.

If a dispute arises that we cannot resolve between us, you may bring legal proceedings in the courts that have jurisdiction under applicable law.

Nothing in these Terms & Conditions affects any rights you have under applicable consumer law.

21. About Your Agreement & Contacting SGE

SGE HomeCare is provided by Sureview Green Energy Ltd.

If you have any questions about your HomeCare agreement, need to report a breakdown, change your details or wish to cancel your agreement, please contact us:

Telephone: 01322 836266
Email: info@sge.org.uk

Our current contact details are also available on our website.

Please quote your name, property address and, where available, your HomeCare reference when contacting us about your agreement.