FAQs
Plain answers about our care plans
Including what our plans don't include. If your question isn't here, call us on 01707 240387 or email info@rwph.co.uk.
Plans
About our care plans
Is a care plan the same as boiler insurance?
No. Our care plans are service agreements, not insurance. They pay for your scheduled servicing and for priority access to our team. Repairs, parts and further labour are charged at member rates, and we don't pay for repairs or replacement boilers. If you want breakdown insurance that pays for repairs, talk to an authorised insurer.
What happens at the annual service?
We service your boiler to the manufacturer's instructions, take flue gas analyser readings and give you a written service record. We keep a copy on file, and we'll contact you when the next one is due.
Which boilers do your plans include?
Any make of gas boiler, at the same price. We're a Vaillant Advanced Installer, which is handy for Vaillant owners, but every boiler gets the same service standard.
Will my plan service keep my manufacturer's guarantee valid?
Many manufacturer guarantees ask for a yearly service by a Gas Safe registered engineer. Your plan service is done to that standard and recorded. The guarantee itself comes from the manufacturer, and its own terms apply, so it's worth checking yours.
My boiler has stopped working. What do I do?
Call us. Plan members are booked in ahead of non-members. On Priority, we aim to visit by the end of the next working day, and on up to 2 visits a year we waive our first-hour minimum charge, with the first 30 minutes on site included. After that, time is charged at your member rate. If a repair is needed, we'll give you a price before we start.
Where are your plans available?
Anywhere in the county of Hertfordshire (not Luton), with no travel charge for members. We check your postcode when you join and at your first booking.
Who will carry out my service?
Craig, or one of our trusted subcontractors working on our behalf. Everyone who does gas work for us is Gas Safe registered for that work, and we stay responsible for all work done under your plan. Bookings and reminders are handled by Sophie, who runs our office.
Why are Priority places limited?
So that we can keep to our response target. When Priority is full, you can join the waiting list or choose Essential in the meantime.
What if I move house?
If you move within Hertfordshire, your plan moves with you. Just tell us your new address.
What is your workmanship guarantee?
We guarantee our workmanship for 12 months from the date of the work, including work done by our subcontractors on our behalf. If something we did isn't right, we'll come back and put it right at no charge.
What if my boiler needs work at the first service?
Every plan starts with a first service. If we find your boiler unsafe or needing repair, we'll explain what's needed and give you a price at your member rate. Plan visits continue once it's in safe working order.
Payments & cancelling
Payments and cancelling
How are repairs and parts charged?
Labour is charged at your member rate: 10% below our standard rates on Essential, and 15% below on Priority and Landlord. Out-of-warranty parts and materials are charged at our standard price. Parts still under the manufacturer's warranty go through the manufacturer, and we deal with them for you.
How do I pay?
Our plans aren't on sale yet, so there's nothing to pay today. When sign-up opens, you'll pay monthly by card or Bacs Direct Debit through Stripe's secure checkout, and your plan will run month to month from the date of your first payment. Register your interest and we'll email you as soon as sign-up opens.
Can I cancel?
Yes. Once our plans launch there'll be no minimum term: you'll be able to cancel at any time by calling or emailing us, and your plan will stop at the end of the month you've paid for. You'll also be able to cancel within 14 days of joining for a full refund (if you ask us to visit in that time, we'll charge a fair amount for the work done). If you cancel within 12 months of your first plan service, we'll ask you to pay the difference between your plan payments and our standard price for the visits you've had, and never more than that. Plans aren't on sale yet, so there's nothing to cancel today.
Will the price go up?
We'll always give you at least 30 days' notice by email of any price change, and you can cancel free of charge before it takes effect.
Landlords
For landlords
I'm a landlord with several properties. How does it work?
Each property needs its own Landlord plan at £25 a month. The annual visit includes the boiler service and the Gas Safety Record for the boiler plus 1 other gas appliance; extra appliances are £30 each at that visit. You or your agent arrange access with the tenant.
Let us look after your boiler service from now on
Our care plans are launching soon. Register your interest, or give us a call and we'll talk you through them, with no pressure.