Southern Drains & Water Ltd
Home Protection Plan
General Terms & Conditions
- Our Terms and Conditions
These are the terms and conditions on which we will carry out the work as detailed under your Cover Plan. Please read them carefully. These terms tell you who we are, how we will provide the services to you, how you and we may change or cancel the work and how to make a complaint.
- Definitions
Us/We: As detailed under section 3 “About Us”.
You: The “Customer”, as detailed on the Cover Plan Document.
Parties: Means collectively Us/We and You
Cover Plan: Means The Home Protection Cover Plan as defined within the Cover Plan document.
Agreement Term: The term of the Cover Plan agreement as agreed between You and Us and further detailed within the Cover Plan document.
Equipment: The items and appliances as detailed and listed as “Under Cover” within your Cover Plan.
Subscription: The agreement relating to the scheduled payments made by you to us for the provision of the Cover Plan.
Payments: The amount you pay us each period for the provision of the Cover Plan as agreed on the Payment Schedule.
Payments Schedule: The frequency of Payments agreed between Us and You for the providing the Cover Plan.
Insurance Guarantee: The Financial Conduct Authority (FCA) regulated Insurance Policy that accompanies each Cover Plan we provide.
About us
We are Southern Drains & Water Ltd. Our company registration number is 11473658 and our registered office address is 104c Turbary Park Avenue, Bournemouth, BH11 8HJ. (Herein after referred to as SDW).
How to contact us
You can contact us by calling 0800 774 7391 or via email to [email protected] or by writing to us at 104c Turbary Park Avenue, Bournemouth, BH11 8HJ.
What do we do for you?
We provide emergency home repair and service plans to Homeowners and Private Landlords for domestic properties located in mainland England, Wales, and Scotland. (excluding Channel Islands, Isle of Man and Northern Ireland).
Our Cover Plans include engineer call out fees, service, maintenance, and repair services on a monthly subscription agreement with individual cover dependent on the type and level of plan you have chosen.
Agreement Term
The Cover Plan remains a binding service agreement between both parties from the date of subscription, and will recure every month, until cancelled by either party.
Full details of your Cover Plan including any exclusions are detailed within your Cover Plan Document and are further detailed below.
Your right to cancel.
You have 14 days from the date you subscribe to your Cover Plan to cancel without giving any reason. This is your statutory cooling off period. You can choose to have the work carried out before the cooling off period ends, however, if you cancel after we have started any works, we will charge you for any work we have already completed together with any parts used.
If wish to cancel this agreement, please call us on 0800 774 7391 or via email to [email protected] or by writing to us at 104c Turbary Park Avenue, Bournemouth, BH11 8HJ.
If you cancel your Cover Plan, the agreement will cease immediately, and the subscription payment schedule will be cancelled by us. After your 14-day cooling off period, we do not refund part payments, or any subscription fees paid from the start date of the agreement to the cancellation date and the next scheduled payment date.
If you have taken out a Cover Plan and you cancel the policy within the first 12 months, and you have made a claim on your policy and have accepted our service cover, where we have carried out our obligations under the Cover Plan Schedule, you will be responsible for paying us the full cost of all and any work(s) we have had carried out together with and parts used, less any amounts you have paid to us on your subscription program.
Our right to cancel.
We reserve the right to cancel your Cover Plan agreement for the following reasons.
Failure to Pay
If you fail to pay us the subscription fees in accordance with the Subscription Payment Plan as agreed by both parties, we will grant you a 14-day grace period and attempt to contact you up to four times, by phone and email. If no response is acknowledged, we will cancel your plan with immediate effect and send you via email and post, your cancelation document within seven days.
Fraud
If you commit any fraudulent declaration within this agreement and or
wilful misconduct, we reserve the right to cancel this agreement with immediate effect and without any rebate or refund to you for all and any payments made to us.
Pre-Existing conditions
If you fail to disclose to us any pre-existing conditions or issues experienced with the equipment as detailed under the Cover Plan, upon taking out this Cover Plan, we reserve the right to cancel this agreement with immediate effect and without any rebate or refund to you for all and any payments made to us.
Who does the work?
We use our own employees, approved tradespeople (on our behalf) or provide access to third party contractors to carry out the work. These are carefully selected to make sure they provide a great level of service. Our approved engineers carry photo I.D. so that you can be sure you are dealing with a Southern Drains & Water approved engineer.
How do I claim on my Cover Plan?
We are available to take your call Monday to Sunday between the hours of 9am to 5pm on our Customer Service & General Inquiries Line: 0800 774 7391 or via email to [email protected] or by writing to us at 104c Turbary Park Avenue, Bournemouth, BH11 8HJ.
When you contact us, our support team will discuss your issues and requirements and may also be able to answer any technical support questions you have in respect of the equipment, system, or appliance. Upon establishing the validity of your claim within this discovery call, we will then arrange for an engineer to visit you.
All of our Cover Plans cover the cost of an engineer call out fee to inspect and repair the equipment as per the level of cover detailed within your Cover Plan.
Properties that aren’t covered
Mobile homes or Park homes
Dedicated business premises
Let and sub-let properties
Council and housing association
Beyond Economical Repair – (BER)
In the event your equipment is deemed Beyond Economical Repair, (BER,) or parts required to fix the problem are obsolete, we will offer a contribution towards the cost of replacement as listed up to agreed Claims limit, (as detailed within each Cover Plan).
Please be aware that you cannot make a claim under your policy during any exclusion period. If applicable, the exclusion period(s) relevant to your policy are set out within your policy.
Insurance Backed Guarantee.
We guarantee any work carried out and any materials and parts that we provide for a period of 12 months from the date of repair or service. This means that if any problems occur after the completion of the work and they are the result of any faulty workmanship, we will remedy those problems at no further cost to you. Likewise, if any materials we supply are faulty, we will replace them free of charge. We then guarantee any additional work carried out, or additional materials provided, but only until the date that is 12 months from the original appointment. This does not affect your rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it.
In addition, all our Cover Plans we provide include enhanced protection for you with a FCA regulated Insurance Backed Guarantee Policy. In the unlikely event we are unable to provide you with the service as defined under the subscribed Cover Plan, or fail to provide a satisfactory resolution to your claim, you are protected by our FCA regulated policy that you will be entitled to claim against for:
- Non-Performance
- Defective Workmanship
- Faulty Materials Cover
Upon your initial subscription being processed, your IBG Policy will be sent to you directly from the Policy Provider within 28 days from your start date.
If you do not receive your IBG Policy documentation within that period, please contact us by calling 0800 774 7391 or via email to [email protected].
Before our arrival:
It is your responsibility to give us access to your home. If we cannot get access, we won’t be able to complete the work and you will need to contact us to arrange another appointment. Please note if in any circumstance the work cannot start or cannot be completed, but our engineers have arrived at the property, you will be charged the call out fee.
Please ensure that the area that needs attending to is safe (i.e. clear of all household items). We won’t be able to start any work if we believe there is a health and safety risk, for example hazardous chemicals, asbestos or pest infestations- and we won’t return to finish the work until that risk is gone.
It is your responsibility to get any permission needed for the work, for example if you don’t own the property, you need to obtain the owner’s permission first. You will be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission.
If a repair is not possible:
After the engineer’s assessment of the work, a repair may not always be possible. This could be due to the parts required no longer being available, poor condition of the property or item being repaired or the number and cost of parts required is such that a replacement may be more suitable. The engineer will discuss the options you have in these circumstances.
If the repair is not possible because it is different to that described when agreeing your quote, and it requires a different engineer, different parts, or a new quote, you may still be charged a call out fee.
What Is Not Provided Or included in our Plans.
This Cover Plan shall not cover the following:
General Exclusions.
- Any claims in the first 30 days of start date.
- Breakdown because of any impact or any other cause external to the Equipment.
- Use of the Equipment by anyone other than You or people that reside within your property.
- Failure by you to comply with the manufacturers’ instructions for the care and maintenance of the Equipment.
- The Equipment does not meet the design, installation, repair and maintenance of systems regulations or electrical regulations for appliances which are currently in force at the time of the Breakdown.
- Costs not authorised by the Claims.
- Faults relating to the installation of the equipment.
- Deliberate damage or neglect of the Equipment.
- Repairs to cosmetic parts or non-mechanical or electrical.
- Breakdown caused by foreign objects or faults known to You or existing before the Commencement Date of this agreement.
- Breakdown of any Equipment that is the subject of a manufacturers’ recall or modification.
- Breakdown covered by manufacturers or suppliers’ or installers’ guarantee.
- Call Outs arising from the interruption, failure, or disconnection of public services at the Home (including water, electricity, or gas supply,) however caused or from gas leaks.
- Breakdown arising as a result of normal Wear and Tear (e.g. belts, fuses, seals, handles, runners, screen burn etc.)
- Consequential Loss
- Any claim within the agreement where the Equipment is incorrectly installed or is installed in a garage, outbuilding or location identified as unsuitable for the Equipment by its manufacturer.
- Repairs on any Equipment, Systems or Appliances will not be provided if they are still under manufacturer’s guarantee.
- Repairs of the equipment arising from or in the event of the equipment being recalled by the manufacturer or due to generic manufacturing defect or any other any unauthorised modification of the appliance including (without limitation) any upgrade not authorised by the manufacturer or addition of any non-approved accessories or upgrades.
- Your failure to follow the system operating guides relating to the equipment.
- Use of system or appliance in a non-domestic or commercial location.
- Theft, attempted theft, malicious damage, or damage caused by fire or any appliance maintenance request that in our opinion is deemed accidental or negligible.
- No fault being found with your appliance.
- Cosmetic damage caused by the homeowner or a 3rd party contractor.
- Property or personal injury or consequential losses caused by the equipment.
- Cosmetic damage such as damage to paintwork or dents or scratches to the equipment.
- Replacement of any item that is intended to be replaceable such as fuses.
- Equipment not being installed correctly.
- Any equipment that is not working in accordance with the manufactures specification prior to the Service Agreement start date, pre-existing, system design or installation.
- Landlords or Guest Houses/B&Bs if policy doesn’t directly state that you have Landlord Protection.
- Damage caused by weather.
- Damage caused when your home is unoccupied for more than 30 days in a 60-day period.
- Faults deemed intermittent or pre-existing issues or conditions.
Drainage & Plumbing Cover. (additional conditions)
This Cover Plan highlights your responsibilities specific to this plan and shall not cover the following, please also refer to the General terms and exclusions in your Cover Plan document.
For plumbing and drainage works, you will need to make sure our engineers we have clear access to drains and manhole covers, and a supply of mains electricity and water. If this isn’t provided to us, you may be responsible for any extra costs to us for any additional work as a result.
If access has to be made to your property in order to carry out any work, for example cabinets or cupboards have been removed, we will fill in any holes that we have made and leave the surface level. We will do or best to carry out the work without causing unnecessary damage to your property, but you accept that the work (including removing or dismantling any existing fixtures and fittings) may cause damage.
We will not replace or restore the original surface or construction, for example tiles. Unless we have been negligent, any redecoration or repair of damage that may be needed following our work is your responsibility.
Damage arising as a result of disconnection from, reconnection to or interruption of the gas, electricity or water mains services to your equipment.
Any water supply pipe outside the boundary of your home or for which you are not responsible, or freshwater pipes beneath or inside any building or shared.
Removal of sludge or hard water scale from the equipment.
Your plan does not include investigating or locating any issues if the source of the leak is not clearly visible and identifiable your claim will be declined.
No hot water due to a breakdown of a water heater, a boiler or a central heating component. Exclusion dependent on your level of cover.
Frozen pipes which have not resulted in a leak or permanent blockage.
Bathroom units including the bath or shower unit, controls, outlet or shower.
Replacement of sanitary items (e.g. basins and toilet bowls.)
Replacement of radiators, hot water cylinders (and their unique and integrated components,) and central heating control valves. (Unless changing the valve is necessary to stop a leak.)
Any costs of water lost during the quietening noisy pipes that are caused by the expansion and contraction of pipes as they heat and cool.
Drains/sewers that you do not have sole responsibility for (including shared drains within your property.)
Drain clearance if the design of your drainage system does not allow access by our (e.g. via a manhole.)
The external stop valve connection to the water mains (This is the water company’s responsibility.)
Where there is no evidence of a blockage, a leak or the water supply pipe is outside the boundary of your property.
Costs which exceed the fair share of the cost of any work undertaken by us under the terms of your agreement on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(s).
The fair share will be calculated as the total cost of the work divided by the number of party(s), (including you,) that are responsible for the water supply pipe and benefit from the repair. Work will not commence until all parties agree to the work and have given their consent to pay their fair share.
Access to any repairs to Drainage & Plumbing systems where a hazardous element such as asbestos is present.
Claims
There is no limit to the number of claims you may make during your life of your active agreement. In the event of Breakdown and You wish to make a claim under this policy You should advise the Claims Administrator, (Claims contact details above,) as soon as possible and not later than seven days after you have become aware of the Breakdown. Claim amounts may be subject to our fair-use limit.
If an incident occurs at your property, which is covered by your policy, please call the claims number. We may try to resolve the issue for you straight away by talking you through a simple set of fault-finding questions to fix the issue over the If this is not possible, we will arrange for the incident to be dealt with in accordance with the terms and conditions of your policy.
Claims must be made by you or an authorised person calling on your behalf.
Please call us as soon as you are aware of the incident. We will not be able to cover the costs of any work carried out by persons not authorised by us in advance.
Please have your policy number ready when you call. The engineer may also ask to see your policy schedule when he/she arrives at your property.
These terms and conditions and the policy schedule form a 12-month policy.
In order for us to complete a claim, your boiler/system needs to have passed its Boiler Health check.
Claim Limits
Each cover plan, as listed below, has its own claims limit(s).
No excess payment is required for our claims, subject to the individual cover plan terms.
In the event your system is deemed Beyond Economical Repair, (BER,) or parts required to fix the problem are obsolete, we will offer a contribution towards the cost of replacement as listed up to agreed Claims limit. (as listed below)
Drainage & Plumbing:
Engineer call out charge up to £500 per/year on any issues with Drainage or Plumbing Systems within the boundary of your home.
Payments
We can accept payment via Direct Debit using the following cards: Master Card, Maestro, Visa or Visa Delta.
PCI Compliance:
We registered and compliant with The Payment Card Industry Data Security Standard (PCI DSS) referring to the UK payment security standards that ensure all sellers safely and securely accept, store, process, and transmit cardholder data (also known as your customers’ credit card information) during a credit card transaction.
Renewing Your Repair and Maintenance service Agreement.
Your fee shall be applied on a recurring basis as per the service plan length stated on your Cover Plan unless notice is received in writing (either by mail or email) of your intention to cease your prepaid repair and maintenance subscription Service Agreement before the renewal date, it will be renewed automatically at the end of your agreement period.
Complaints Procedure
If you wish to register a complaint you can contact us by calling 0800 774 7391 or via email to [email protected] or by writing to us at 104c Turbary Park Avenue, Bournemouth, BH11 8HJ.
Please include your SDW Policy reference number, we will endeavour to resolve your complaint within 5 working days of receipt. This complaint procedure does not affect any legal rights you may have.
Fair Usage Policy (FUP) At ABC we want all our customers to get the best Protection Plan, repair and maintenance service agreements at the lowest possible price. This Fair Usage Policy is designed to prevent fraud and abuse of our service by a small number of users.
Subject to this Fair Usage Policy we will provide maintenance service appointments and requests for the systems & appliances listed on your agreement level, as well as customer and technical support for when you make a repair or maintenance request.
ABC cover plans are for individual use only and do not cover business or commercial usage. (“Legitimate Use”). The following is a non-exhaustive list of practices that would not be considered Legitimate Use:
Using Service Agreements to cover business or commercial.
Sharing of Services provided under your repair and maintenance service agreement to the benefit of a third party.
Customers that make an unusual number of claims within a short time period may have the cover plan cancelled or paused for 180 days. After the 180
days period your account will be reset and normal usage resumes allowing you to continue your Policy with us.
Unusual service requests inconsistent with normal individual usage, for example, regular requests for engineer call outs.
The law that applies
This agreement is governed by the laws of England and Wales, except where the property is located in Scotland, in which case the laws of Scotland will apply. All correspondence will be in English.
Your personal data. (as set out in our Privacy Notice.)
Although our Privacy Notice does not form part of the contract between you and ABC Limited, we recommend that you read our Privacy Notice, to understand how we collect and use your personal data and your data protection rights. Please see our Privacy Notice available from: https://southerndrainwater.com/privacy-policy/