Priority care plan · Limited places
Help quickly when the heating plays up: we aim to visit by the end of the next working day
For homeowners who want help quickly when the heating or hot water plays up. Priority includes everything in Essential, plus a next-working-day response target and up to 2 visits a year with our first-hour minimum charge waived.
- ✓Card or Direct Debit
- ✓No minimum term
- ✓Any make of gas boiler
Priority
£29
a month · launch price
Register your interestService agreement, not insurance. Compare all plans
Coming soon
The Priority plan is coming soon
Our care plans are launching soon. Plans aren't available to buy yet – register your interest and we'll let you know as soon as sign-up opens.
What's included
Everything in the Priority plan
Priority places are deliberately limited, so every Priority member gets the attention they expect.
- ✓Everything in Essential: your annual service booked for you, reminders, a written service record and phone advice
- ✓A next-working-day response target for heating or hot-water problems
- ✓Up to 2 visits each plan year, in working hours, with our first-hour minimum charge waived and the first 30 minutes on site included
- ✓Member labour rates, 15% below our standard rates, on any repair work
- ✓No travel charge anywhere in Hertfordshire
- ✓Any make of gas boiler, at the same price
How Priority visits work
Our response target, in plain English
If your boiler plays up, call us. We aim to visit by the end of the next working day. Working hours are Monday to Friday, 9am to 4pm, excluding bank holidays. If you contact us after 4pm, at a weekend or on a bank holiday, we count it as received on the next working day. For example, a call at 5pm on a Friday counts as received on Monday, so we aim to visit by the end of Tuesday.
On up to 2 visits a year we waive our first-hour minimum charge, and the first 30 minutes on site is included. After that, time is charged at your member rate of £25.50 per 30 minutes or part. If a repair is needed, we'll give you a price before we start.
These visits are for faults with the boiler and its controls, and they start once your first plan service is done and your boiler is in safe working order. Visits caused by not going ahead with recommended repairs, by misuse or by work done by others may be charged at your member rate.
Plain and simple
What's not included
We'd rather you knew now than found out later.
- –Out-of-warranty parts and materials, charged at our standard price.
- –Time beyond the first 30 minutes on a visit with the first-hour minimum waived (£25.50 per 30 minutes or part).
- –More than 2 visits a year with the first-hour minimum waived. Extra visits are at your member rate.
- –Visits outside working hours (evenings after 4pm, weekends and bank holidays). Your 15% member discount still applies at our out-of-hours rates.
- –Faults outside the boiler and its controls, unless we agree them in advance.
- –Replacement boilers, making good, or paying for or paying back engineers you arrange yourself.
- –Gas Safety Records (CP12). Choose the Landlord plan for these.
Member rates
Your member rates
Priority members pay 15% below our standard labour rates. We'll always give you a price before we start.
Monday to Friday, 8am to 5pm
First hour (minimum charge)
Each extra 30 minutes or part
Standard (non-member)
£90.00
£30.00
Priority member (15% below standard)
£76.50
£25.50
Priority visit with first-hour minimum waived (up to 2 a year, Mon–Fri 9am–4pm)
£0 – first 30 minutes on site included
£25.50 after the first 30 minutes
Member rates also apply to our out-of-hours work, at the same percentage below our standard out-of-hours rates (evenings, weekends and bank holidays). Out-of-warranty parts, materials and expenses are charged at our standard price for everyone. Parts still under the manufacturer's warranty go through the manufacturer, and we deal with them for you. There's no separate call-out fee: our first-hour minimum charge works as the call-out.
Coming soon
Register your interest in the Priority plan
Check your property is in our plan area
Plans are for properties in the county of Hertfordshire (not Luton). We check your postcode when you join and again at your first booking.
Plans aren't available to buy yet. Register your interest and we'll email you as soon as sign-up opens. There's nothing to pay now and no obligation to join. When plans launch, our plan terms will explain the cooling-off period and how cancelling works.
When sign-up opens, you'll be able to pay monthly by card or Direct Debit through Stripe. Our plan terms are in draft and being reviewed by our solicitor; they will apply once plans launch.
Our care plans are service agreements, not insurance. They pay for scheduled servicing and for priority access to our engineer. 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.
Good to know
Good to know before you join
Where
Plans are for properties in the county of Hertfordshire (not Luton). We check your postcode when you join and again at your first booking. If your property is outside Hertfordshire, we'll refund any payment taken.
First service
Every plan starts with a first service. If we find your boiler unsafe or needing repair, we'll explain why and give you a quote. Plan visits continue once it's in safe working order.
Working hours
Monday to Friday, 9am to 4pm, excluding bank holidays. Requests after 4pm, at weekends or on bank holidays count as received on the next working day.
Who visits
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.
Payment
Once plans launch: monthly by card or Direct Debit through Stripe, from the date of your first payment. No minimum term.
Moving within Hertfordshire?
Your plan moves with you. Just tell us your new address.
FAQs
Questions about the Priority plan
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.
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.
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.
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.
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.
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.
Prefer to talk it through?
Call us on 01707 240387 or 07961 749082 and we'll help you pick the right plan, with no pressure.