You will receive a reminder via email at least 2 weeks before your existing Gas Safety Certificate is due to expire. It is the landlord’s responsibility to contact us to arrange a suitable date for the gas safety check. We will accept no responsibility for an expired gas safety certificate. Furthermore, we will not be held responsible or liable if the gas safety check is not completed before the current expiry date.
It is your responsibility to keep us informed of any changes to your contact details, including telephone numbers and email addresses, as this may affect our ability to contact you when your annual boiler cover and home care plan services and/or Gas Safety Certificate are due.
We are unable to work in your property if there is a person under the age of 18 alone at the property; we require an adult to be present at all times when a child is on site.
If we are unable to gain access to your property after two failed attempts, we will charge an abortive fee of £60 + VAT per failed attempt thereafter, which may result in the cancellation of your policy. We are also not responsible for any losses incurred as a result of rearranged, delayed, or cancelled appointments, or failure to have a Gas Safety Certificate in place (if required).
We will not start or continue any works in your home if we believe there is a health and safety risk, such as pest infestation, verbal or physical abuse, or harassment, and we will not return until the risk has been eliminated.
If asbestos needs to be removed, it is your responsibility to arrange for its removal before we carry out or continue any works in your property.
From time to time, we may advise you that your boiler or system requires a permanent repair or improvement that isn’t covered under the policy, such as power flushing the system to remove debris. If you do not follow this advice, it may affect your policy.
If you have a policy with Master Gas London while your boiler is still under the Manufacturer’s Warranty, we reserve the right to arrange for the manufacturer to repair the boiler, which we will book on your behalf.
Over time, sludge and debris will build up in your system. Power flushing is one way to remove this, but it isn’t covered under the policy. If this procedure needs to be carried out, we will provide you with a quote. It is your decision to proceed with this work; however, if you choose not to and your boiler or system develops a fault due to the sludge/debris, we will not cover the required repairs and may need to cancel your policy.
If, for any reason, you do not have your boiler serviced annually, you will not be entitled to a refund.
If you are a landlord and book a Landlord’s Gas Safety Certificate (LGSC), in accordance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022, we are obligated to replace any CO or smoke alarms that are out of date or faulty. If this is the case, we will contact you from site to advise you that they need changing. If we are unable to reach you while we are on site, we will replace the alarm(s) to prevent the certificate from failing and add the cost to your booking.
If you do not want us to carry out this work, it is your responsibility to inform us when booking the appointment.
We’ll carry out any repairs or visits you’re entitled to within a reasonable time unless something beyond our control makes it impossible – in which case we will contact you as soon as possible to arrange another time for our attendance.
A standard-size property for our contract includes one bathroom, a cloakroom (with a toilet and basin), and up to 12 radiators on the system. Anything over this will require a bespoke cost estimate to be provided.
In the event of a repair on a cylinder, if it splits, Master Gas London will not be able to take responsibility, and a quote for a new cylinder will be provided.
If you wish to join Master Gas London’s Boiler Cover and Home Care Plan, a fully qualified Gas Safe Engineer will visit your property to conduct a chargeable boiler service and system health and safety inspection, typically within the first 30 days of your application.
Should any part of your system be deemed unsafe or not up to the required standards for our plan, we will inform you of the costs to rectify the issues before the policy can be accepted. For larger properties or those with significant numbers of sanitary ware and/or heating controls, Master Gas London will provide a customised pricing structure to meet your needs.
If you are applying online, you will need to complete the necessary details, including your Direct Debit information. Once submitted, your application will be sent to us, and we will have up to 30 days to conduct an inspection of the boiler and system to confirm acceptance.
Please note that during the first 30 days from the date of application submission, repairs to the boiler or system will not be covered, and our standard charges will apply. You will also have a cooling-off period of 14 days to cancel your application (16 days if you apply over the weekend).
Your coverage will begin on the date we process your first payment (the 27th day of the month) or the closest date thereafter. Please note that for applications received after the 21st day of the month, coverage will not commence until the 27th day of the following month.
From the start date of your agreement, you will not be able to claim any call-outs under the policy for the first 30 days. If you require an engineer to visit during this period, it will be at Master Gas London’s standard rate.
Payments will be collected on the 27th day of each month by direct debit, or on the closest working day. The minimum subscription period is 12 months from the date of the first payment. After this period, your agreement will continue until you notify us of your intent to cancel, or if we cancel the agreement.
You may cancel the agreement at any time after the initial 12-month period, subject to pro-rata repayments for any services already provided (see our Cancellation Policy). If you have more than one boiler, a separate membership will be required for each one.
If you hold multiple policies, some aspects of your system may be covered under more than one plan. We will inform you in writing or via email of any changes to pricing or terms and conditions.
A fully qualified Master Gas London engineer will conduct a comprehensive boiler service and system inspection once a year.
We will notify you in via email when your service is due.
We reserve the right to cancel your agreement and/or request repayments if:
We retain the right to cancel your agreement at any time if deemed necessary.
If you choose to cancel the agreement before the end of any 12-month period, we will charge you for any work completed during that time (including any repairs or boiler servicing). If you cancel after the initial 12-month period, we will calculate the costs of any repairs and services, invoicing you for those costs minus the monthly payments you have made up to that point.
We require written notification from any member wishing to cancel, with one month’s notice sent to admin@mastergaslondon.co.uk.
If we do not have the necessary spare parts on hand during our visit, we will make every effort to source them from our suppliers. Please note that we may not always be able to replace parts with identical ones and may use an approved alternative or a standard range of products. For instance, parts may differ in design or colour from the original. If you prefer to provide your own parts, we will fit them under the terms of the contract; however, we can only guarantee our workmanship, not the part itself.
Should we encounter any obsolete parts, we will be unable to carry out the associated works and will provide you with a quotation for your consideration instead.
If you experience two or more visits for the same issue (e.g., the boiler failing to operate correctly) within a single year, we reserve the right to determine that the problem is beyond economic repair. For example, if a boiler repair exceeds £400, it will be deemed beyond economic repair. In such cases, Master Gas London will provide a quotation to replace the boiler with a £400 discount applied. Alternatively, we may adjust your premium if additional work is needed.
All plumbing and heating work will be carried out or supervised by one of our fully qualified engineers.
Our emergency line is available 24/7, 365 days a year.
We classify the following as emergencies under our policy:
For non-emergency situations:
We kindly ask customers to leave a message on our voicemail service so we can return your call the next working day to arrange a suitable appointment.
Non-emergency situations include:
We aim to have an engineer at your location for the initial call-out within a maximum of 24 hours if you call before 5:00 PM on a weekday. For non-emergency issues, we will respond within 48 hours. If you call during the weekend and it’s classified as an emergency, we will strive to get an engineer to you within 24 hours. For non-emergency calls on weekends, you will receive a call the next working day to schedule an appointment.
To assist you better, we may request that you join a video call (via WhatsApp or Zoom) or provide pictures or a video of the issue to help us advise you before our visit.
Emergency cover is available until 9:00 PM (UK time) every evening, except for uncontrollable leaks. If you call after this time, we will do our best to ensure a visit the next working day.
Please note that when booking an emergency appointment with our out-of-hours team, the decision on whether the visit will incur charges will be made by our main office. If our operatives determine that the issue is not deemed an emergency or not covered under our policy, a call-out fee will apply. This message is standard for all our customers. If you have concerns regarding this statement, please address them with the main office during working hours, not with the out-of-hours team.
We are committed to handling your data in compliance with the General Data Protection Regulations (GDPR) and will store your information on a secure server. The information you provide may be used to identify you when you contact us, but only when voluntarily shared, to assist with accounts, services, and products we have provided, currently offer, or may offer in the future. We will retain your information for as long as you are our customer and will send you reminders for upcoming services and updates about your engineer’s arrival.
If you wish to have your information removed from our systems at any time, please request to speak with our Data Protection Officer.
Through the CIFAS system (the UK’s fraud prevention scheme), we and other organisations may access information about you to assist in making decisions regarding credit and credit-related services for you and other members of your household, and/or to verify your identity to prevent money laundering unless you provide satisfactory alternative proof of identity.
We may monitor and record communications with you (including telephone conversations and emails) for quality assurance, legal, regulatory, and training purposes. For more details, please visit our website at mastergaslondon.co.uk to view our Privacy Policy and any exclusions related to our Boiler Cover and Home Care Plan.
