Valcore Plumbing & Heating in Colchester
Valcore Plumbing & Heating in Colchester

01206 433533

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Valcare Terms and Conditions

Our promise to you

We aim to provide a safe, high quality service to repair and maintain the equipment included in this agreement. If you have any questions or concerns about your agreement, please contact us on 01206 433533.


Wherever the following words and phrases appear in these Terms & Conditions, they will have the following meaning:

What your agreement includes:

Valcare Options

We base your agreement on the VALCARE options you choose (listed and described below). The diagram will give you guidance on what you can expect from each service option. You should also read the ‘general exclusions’ sections.


A. What is included:

1.1    Central Heating

This service is for maintaining and repairing a single boiler and wet (using water) or warm-air gas central heating system (or an electric/solar system if we installed it) in your home.

The Service includes:

1.2    Boiler and Controls

This service is the same as Central Heating VALCARE, except that the ‘Parts and Labour’ (as per your agreement) are for the boiler and controls only (shown in pink on the diagram).

1.3    Magnetic filters and scale reducers

We will repair and maintain any magnetic filters and scale reducers (if we have installed it) under your agreement. We will also clean out the filter on your magnetic filter as part of the Annual Service.

Legal requirements

By law, landlords must have gas appliances in properties they let checked for safety every 12 months. They should also hold a Gas Safety Record as proof.

B. What is not included:

2    Plumbing services

A    What is included

2.1    Plumbing

This service is for repairing or replacing inside your Home:

Hot and cold water pipes from the mains stopcock inside your Home leading to your taps (including garden taps);

This service includes:

3    General exclusions

Your agreement does not include the following:

3.1    Design or existing faults

We will not include the cost of repairs needed because of design faults (unless we are responsible), or faults which existed before you entered into the agreement and which we could not identify on our first inspection of that particular system or appliance using reasonable care and skill.

3.2    Third-party or accidental damage

We will not include the cost of repairs to damage caused by you nor someone else.

3.3    Consequential loss

Unless we are responsible for it, we will not include loss or damage to property (including and cleaning needed) caused by the appliance, boiler or system breaking down or leaking (for example, damage to furniture caused by water leaks). If we have to dig on your property, we will fill in any holes and leave the surface level but we will not necessarily replace the original surface or construction. Any redecoration that may be needed following our work is your responsibility, unless we have been negligent.

3.4    Normal Insured risks

We will not include the cost of repairing faults, or damage caused by freezing weather conditions (except certain repairs included in ‘plumbing’), subsidence, structural repairs, accidents, fire, lightening, explosion, flood or storm. You should check your household insurance to make sure you have enough cover for these risks.

3.5    Other

We will not include the following.

Commencing and/or continuing services where we reasonably consider that there is a Health & Safety risk including: the presence of; hazardous materials; infestations; or harassment of our personnel. We will not recommence work until the Health & Safety risk has been rectified to our satisfaction.

Repairs (such as to your heat exchanger) that are required due to the build up of sludge or other debris where we have previously advised you that your system requires a SystemFlush or similar cleaning procedure conducted in a timely manner.

4    About your agreement:

4.1    Domestic use

Valcare agreements are only available for appliances used inside your home for domestic purposes.

4.2    Service coverage

There are a few areas of Great Britain where we do not provide Valcare agreements. If this affects you, we will tell you when you apply.

4.3    Period of agreement

Your agreement runs until you tell us that you would like to cancel, or if we cancel the agreement (see ‘cancellation’). You may cancel the agreement at any time. We will write to you to tell you about any changes to the terms and conditions or prices.
Please read the section ‘Minimum Charges’ below.

4.4    Start date and payment

Your agreement begins when we process your application. Following your first payment, payments for your agreement will fall due monthly.
If you choose to pay by cash, cheque or credit card we may charge you a small administration fee for processing your payment.

4.5    Moving home

If you are moving home, please notify us as soon as possible about any change of address. Once we receive new address details from you for your new home we will automatically transfer your VALCARE agreement to this new address unless to you inform us otherwise.
We will arrange a First Service for your new home (please refer to First Service and Annual Service sections below).

4.6    First Service

If you choose Valcare BRONZE to Valcare GOLD, we will inspect your gas central heating system or gas appliance (or both) to make sure they are safe and in good working order. Your VALCORE Valcare engineer will fill in a safety inspection checklist to show you what he or she has checked. We will normally carry out this service within 28 days of the beginning of your agreement where possible. However, as we give priority to breakdowns, it can be later if there is a lot of demand for our services. If the service reveals a problem, we may:

We will not carry out an First Service if we have already carried out an Annual Service at the property within the last 12 months.

4.7    Annual Services

We will normally carry out the Annual Service for gas options at the same time as we carry out the First service. If we do not carry out a First Service because we have already carried out an Annual service at the property within the last 12 months, we will normally arrange for your First Service around 12 months from the date we last serviced the system or appliance.
After that, for the gas options, we will carry out an Annual Service around the same time each year where possible. This will depend on out workload and your preference for an appointment. As long as we can get into your home, we will always make sure we check that your system or appliance is safe. You can also call us at any time to arrange or rearrange your Annual Service. For electrical and plumbing options we will aim to carry out a VALCARE maintenance inspection once in every continuous two-year period of your agreement. This will depend on our workload and your preference for an appointment.

4.8    Gaining access to your property

We will let you know when it is time to carry out a service. It is your responsibility to arrange appointments and to let us into your property. If we cannot gain access to your property, we will be unable to carry out the necessary work. If this happens, we will tell you so that you mayable to  arrange another appointment. If you do not arrange an appointment or we cannot gain access, your agreement will continue even though we have been unable to carry out the service. If, after several attempts, you have not made an appointment, or we still cannot gain access, we may cancel your aggrement. We will tell you in writing if this is the case.

4.9    Cancellation

We may cancel your agreement in the following circumstances:

If we cancel your agreement, we will:

If we cancel your agreement because we have told you that permanent repairs or improvements are needed, we may offer you another agreement with us, for example one which will not include the parts  causing the problem, or does not include the cost of repairs to your system or boiler.

You may cancel your agreement in the following circumstances.

If you pay each year in advance (by cash, cheque, credit card or debit card) instead of by monthly direct debit and cancel the agreement during that year, we will give you a refund based on how long is left of any 12-month advance payment. This will depend on any deduction we may make under the ‘minimum charges’ below. If you pay by monthly Direct Debit, you will not receive a refund of any payment you have made, and your agreement will run until your payment runs out. If we have given you a Gas Safety Record, we will not refund our charges for this record.

4.10    Minimum charges

Unless you cancel your agreement as described in the ‘Cancellation’ section above, If you cancel your agreement, we may charge you an amount to bring your payments, in the last 12 months, up to the amount set out in the table. This will depend on when you cancel. The minimum charge covers the costs we have had to pay but which we have not yet reclaimed at the point you cancel. It includes things such as our costs of carrying out services, dealing with repairs, our organisational costs or the costs of dealing with your agreement with us (or all the above).

Minimum Charge For Bronze-Gold Customers

If you are in the first year of your agreement, and we have carried out an initial repair at the beginning of your agreement: Up to £ 207

If you are a customer in the first year of your agreement: Up to £ 143

4.11    Safety advice

We may advise you that permanent repairs or improvements are needed to make sure your appliance or system works safely (for example, to comply with gas safety regulations). If you do not follow our advise, it may mean that we are unable to fulfil all of our obligations under your agreement. In this case, your agreement will continue to run unless you tell us you would like to cancel or if we cancel the agreement (see ‘Cancellation’).

4.12    Spare parts

If we do not carry the spare parts your repair work needs on the day, we will do all we reasonably can to find parts from our suppliers. We may use other approved parts or parts that have been reconditioned by the original manufacturer.

4.13  Labour

One of our engineers will usually carry out work. In some cases we may authorise a suitably qualified contractor to carry out the work.

4.14    Approved equipment

We provide service options for appliances, energy-management systems and plastic pipes which are on our approved list.

4.15    Getting to your system

We include our costs up to £1,000 (including VAT), for each job to get to your system (Parts and Labour), for example, pipes or wiring buried in walls or ‘built-in’ appliances. We do not include the cost of getting to your system (Parts and Labour) where your system is inaccessible due to a Design Fault.

4.16    Our responsibilities

We will meet our responsibilities under your Valcare agreement within reasonable time unless it is impossible because of circumstances outside our control.

4.17    Guarantees

Any guarantees do not affect your legal rights under the Sales of Goods Act 1979 and Supply of Goods and Services Act 1982. You can get advice about your rights from a Citizens Advice Bureau or Trading Standards Department.

4.18    Appointment times

Valcore lets you choose the time that suits you, from AM (8am-1pm), PM (12 noon-6pm), or daytime (10am-2pm), Monday to Friday.

4.19    Similar Services

If we introduce now or in the future, insurance contracts that provide similar services in place of those that are currently being provided to you under these Terms and Conditions you hereby request that we provide you with those services and arrange those contracts for you.

5    SystemFlush

We use our SystemFlush to clean the system to remove sludge and other waste from central heating systems.

If we recommend that your system needs cleaning through with SystemFlush we will charge you to undertake this work. Once it is finished, there will be no charge for any future SystemFlush work that may be needed, as long as you keep a continuous Valcare BRONZE, Valcare SILVER or Valcare GOLD agreement at that property. Our engineer will also advise you what other work is needed in order to avoid future problems. We may suggest you correct any design faults that might cause the problem to return.

When a repair is needed due to sludge (for example damage to pump, valves or radiators) and we have not already told you that you need to flush and clean your system with SystemFlush or a similar procedure, we will carry out this repair at no extra cost.

6    Using personal information

Information you provide or we hold about you (weather or not under our contract or contracts with you) may be used by us or our agents to:

We may allow other people and organisations to use information we hold about 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 activitites including CORGI (council of Registered Gas Installers) 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 or the property owner (or both) a certificate to show that your appliances and so on meet building regulations.

Your information may be used for training purposes. We may also monitor and record communications with you (including phone conversations and e-mails) for quality assurance and to make sure that we are meeting our legal and regulatory requirements.

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 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 others on a joint application, you must make sure they agree that we can use their information to do this. If you provide false or inaccurate information and we suspect fraud, we will pass your details to credit-reference and fraud-prevention agencies. Law enforcement agencies (for example; the Police and Her Majesty’s Revenue and Customs) may use this information.

We will use the information provided to us by credit-reference and fraud-prevention agencies to;

When credit-reference agencies receive a search from us they will record this on your credit file whether your application is successful or not.

The information which we and other organisations provide to the credit reference and fraud prevention agencies may be supplied by credit reference agencies to other organisations and used by them to perform similar checks. Organisations may access and use the information recorded by fraud prevention agencies from other countries.

If you want to see what information credit-reference agencies hold about you, you can contact the following three credit-reference agencies currently operating 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.

Call Credit
Consumer Services Team,
PO Box 491, Leeds LS3 1WZ
Phone: 0870 060 1414

Equifax PLC
Credit File Advice Centre,
PO Box 3001, Bradford BD1 5US
Phone: 0870 010 0583

Consumer Help Service,
PO Box 8000,
Nottingham 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 their personal information to be used in the way we have described. If you give us sensitive information about yourself or others (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) to us processing this information in the way set out in this document.