1.1 The following points apply in addition to your plan documents and the full Plan Terms below:

• If your boiler is over 7 years old, an additional charge applies for the full plan term. This is calculated as £2 × 12 (£24) and is payable on your first boiler repair call-out, not at signup.
• Unvented hot water cylinders are not covered under any plan level. Properties with unvented systems are not eligible for standard service plan cover.
• Customer-supplied tap installation incurs an £80 charge.
• Repair and breakdown call-outs are not available within the first 21 days of membership. Boiler replacement contributions are not available within the first 90 days.

2.1 In these Plan Terms, the following words have specific meanings:

• "Membership" means your ongoing service plan agreement with us from your plan start date until cancelled in accordance with these Plan Terms.
• "Plan" means the specific level of cover, call-out fee tier and monthly price you select when joining, as confirmed in your plan documents.
• "Call-out" means an engineer visit arranged under your plan for a repair, breakdown or other covered attendance. Your annual boiler service is not a chargeable call-out visit.
• "Covered fault" means a fault or failure within the scope of your plan level that is not excluded, pre-existing or caused by misuse, neglect or fair-use limits.
• "Beyond economical repair" or "BER" means our reasonable commercial judgment that repairing the boiler or component is not viable because of parts availability, labour, age, reliability, safety, manufacturer support or overall system condition.
• "Domestic property" means residential premises used for normal household purposes, including standard private letting of a residential dwelling. It does not include premises used primarily for trade, business or non-residential commercial activity.
• "Commercial use" means use of the property, system or equipment for trade, business or non-domestic commercial purposes (such as shops, offices, industrial premises, licensed commercial catering or shared commercial accommodation), including domestic systems with commercial-grade or commercial-duty components. Standard residential landlord cover for a let dwelling remains permitted where the property otherwise meets these Plan Terms.
• "Emergency" means an urgent situation requiring immediate action, such as a smell of gas or uncontrolled water escape. Our plans are not an emergency or guaranteed same-hour service.
• "Working day" means Monday to Friday, excluding bank holidays, during our published service hours unless we state otherwise.
• "Repeat fault" means the same underlying issue, symptom or failed component returning after a previous attendance for that issue.

3.1 Norlands service plans are a local pre-paid maintenance and service membership provided directly by SR Plumbing NW LTD trading as Norlands Group. They are not an insurance policy, warranty product or regulated financial product.

3.2 Membership fees are not insurance premiums. You deal directly with our engineers and office team rather than call centres, claims processes or third-party contractors.

3.3 When you join, you choose a plan level and a call-out fee tier that sets your monthly price. Your plan documents confirm the exact cover you have selected.

3.4 We do not provide cash settlements, indemnity payments or reimbursement for third-party repair costs unless expressly agreed with us in writing.

3.5 Any boiler replacement contribution is a member benefit toward replacement supplied and installed by us. It is not guaranteed and no cash alternative is available.

3.6 Norlands service plans are intended to operate as service and maintenance memberships rather than insurance products.

3.7 If your boiler is deemed beyond economical repair, we may offer a member contribution toward a replacement boiler supplied and installed by us, as set out in Section 12. You will receive a service or breakdown report after each visit.

4.1 We do not carry out a separate inspection visit when you join. By signing up, you confirm that you meet our plan terms and that your boiler and heating system are suitable for the plan you have chosen.

4.2 It is your responsibility to check that your boiler, system type and property meet the cover described in these Plan Terms before you join. If your system is not eligible for your chosen plan, covered work will not proceed under that plan.

4.3 It is your responsibility to book your annual boiler service with us. Services are arranged during the summer months, typically April to September.

5.1 Plans are intended for normal domestic residential use and reasonable levels of maintenance and breakdown assistance.

5.2 Excessive call-outs, repeated unresolved faults, neglected systems, misuse, commercial-style usage patterns or repeated failures caused by underlying system condition may result in:

• additional charges;
• a requirement for remedial works;
• revised pricing;
• restriction of cover; or
• cancellation of the plan.

5.3 We reserve the right to refuse repeated temporary repairs where wider remedial works are reasonably required to address the underlying condition.

5.4 Most customers need only a small number of visits each year. If usage is much higher than expected, we will discuss this with you before taking further action.

6.1 The following waiting periods apply from your membership start date:

6.2 Call-outs: No repair or breakdown call-out under the plan is available within the first 21 days of membership, except where we agree otherwise in writing.

6.3 Annual boiler service: On monthly payment plans, your annual boiler service may be booked after 3 months of membership. This exception does not override the 21-day rule for repair or breakdown call-outs.

6.4 Boiler replacement contribution: No boiler replacement contribution is available within the first 90 days of membership.

6.5 Pre-existing faults are excluded from cover.

6.6 Faults arising within the first 21 days of membership may be treated as pre-existing unless there is clear evidence otherwise.

7.1 It is your responsibility to keep a valid, chargeable payment method on your account at all times.

7.2 Monthly plan payments are collected by direct debit or debit card from your plan start date.

7.3 Cancelling or removing your payment method does not terminate the agreement. Outstanding membership fees and other sums due remain payable until the agreement is properly cancelled in accordance with Section 20.

7.4 If your account is in arrears, we may refuse to book or attend visits until outstanding balances are settled in full.

7.5 Where we have concerns about payment risk — for example a short-lived membership, a cancelled or failing payment method, or unusual claim patterns — we reserve the right to require the remaining cover period to be paid in full before we attend.

7.6 In those circumstances we may also require call-out fees and other applicable charges to be paid upfront before a visit is arranged.

7.7 We may require advance payment, annual payment, identity verification or additional authorisation where we reasonably suspect misuse, excessive claim activity, payment risk or fraudulent behaviour.

8.1 When you join, you choose one of three call-out fee tiers: £0, £60 or £120 per visit. A higher call-out fee means a lower monthly plan price.

8.2 The call-out fee is payable on every engineer visit we make under your plan, regardless of what happens during the visit.

8.3 If we attend and the work required is not covered by your plan, the call-out fee for that visit is still payable.

8.4 Every visit is charged at your plan call-out fee rate unless the repeat-visit rule in Section 8.5 applies.

8.5 If we are called out for the same issue again within 2 months of the original visit, we will not charge a further call-out fee for that follow-up. If we attend for the same issue again after 2 months have passed, a further call-out fee is payable.

8.6 Your annual boiler service does not count as a chargeable call-out visit.

8.7 Paying call-out fees

8.7.1 Call-out fees are taken immediately from your saved payment method before the visit is confirmed.

8.7.2 If that payment is declined, the call-out fee must still be paid by debit card or bank transfer before we attend.

8.7.3 The visit will not go ahead until the call-out fee has been paid in full.

9.1 The following is a summary of typical plan cover. Your plan documents confirm the exact level for your property.

• Boiler and central heating repairs for covered faults, subject to your plan level, waiting periods and fair-use terms;
• Annual boiler service when you book it in, typically during the summer months (April to September);
• Plumbing repairs for leaks, toilets, taps (washer repairs only) and pipework faults covered by your plan;
• Drainage call-outs to jet and clear blockages in toilets, sinks, baths and drains;
• Gas-related work directly connected to a covered repair on your heating system;
• Visit reports kept on file after each attendance.

9.2 We will carry out covered services using reasonable skill and care.

10.1 The plan does not cover faults, symptoms or system conditions which existed, were known about, or reasonably should have been known about before your membership start date.

10.2 This includes intermittent faults, known faults, systems already leaking, boilers displaying warning or fault codes, systems previously condemned or marked unsafe, and unresolved corrosion, sludge or limescale conditions.

10.3 By joining, you confirm that your boiler and heating system are in a suitable condition for the plan selected and that you have disclosed any known issues affecting eligibility.

11.1 The following are not covered under the service plan unless stated otherwise in your plan documents.

11.2 General and causes

• Faults caused by you, third parties, misuse or lack of maintenance;
• Pre-existing faults, inaccessible components or system design faults;
• Consequential loss, including damage to contents or property from a failure or access works (usually a home insurance matter).

11.3 Plumbing and drainage

• Major drainage works: excavation, groundworks, collapsed or misaligned drains, shared drains outside your boundary, tree-root removal or landscaping reinstatement;
• Rainwater systems, including gutters and downpipes;
• External water supply pipework to the property boundary unless explicitly included in your plan;
• Concealed toilets or cisterns, including removal of tiles, fitted furniture or walls;
• Showers, shower pumps, sanitary ware and sealant;
• Leaking kitchen, basin or bath taps — we can provide a quotation for replacement; customer-supplied tap installation incurs an £80 charge;
• Water softeners, filters, waste disposal units and boiling or filtered water taps;
• Systems feeding swimming pools, ponds or water features;
• Saniflo units, macerators and condensate lift pumps.

11.4 Heating system and boiler

• Unvented hot water cylinders, thermal stores and other pressurised non-standard hot water systems — not covered under any plan level;
• Heating sludge, limescale or internal blockages; powerflushing and descaling (available by separate quotation);
• Frozen external condensate and internal condensate blockages — we may attend to restore operation where appropriate; insulation or pipework upgrades are quoted separately;
• Blocked plate heat exchangers, typically related to sludge or limescale;
• Water tanks or vented cylinders that cannot be repaired;
• Decorative or designer radiators and towel rails (other than standard white compact radiators);
• Underfloor heating and hydronic or electric kickspace heaters;
• Excluded boiler models: Potterton Powermax, Britony, Chaffoteaux, Servowarm, Ariston, Ferroli, Biasi;
• Obsolete or unavailable parts where a like-for-like repair is not possible;
• Consumables and one-shot chemicals, including burner seals, nozzles, hoses and leak sealants used in concealed pipework.

11.5 Gas and electrics

• Gas meter and utility-owned pipework; upgrades or rerouting of gas pipes not directly related to a covered repair;
• Electrical terminal ends such as light fittings, bulbs, extractor fans, electric showers and domestic appliances;
• Burglar alarms, smoke or heat detectors, electric garage doors or gates, and resetting breakers;
• Part or full re-wires;
• Electrics in outbuildings on a separate meter, cables between buildings, PV solar, EV charge points, decorative lighting, storage heaters and white goods.

11.6 Access, environment and materials

• Works directly under the property where there is a risk of structural damage;
• Weather or freezing damage, except where we attend for frozen condensate as described above;
• Communal or shared services, commercial use as defined in Section 2, or domestic systems with commercial-grade or commercial-duty components;
• Repairs to corroded or embedded steel, galvanised or black-iron pipework — we can make safe and quote replacement in domestic-grade materials.

12.1 If your boiler is deemed beyond economical repair, we may offer a member contribution toward a replacement boiler supplied and installed by us, subject to your plan level, boiler age at membership start, waiting periods and these Plan Terms.

12.2 The amounts below are maximum contribution limits based on boiler age at membership start. They are not guaranteed entitlements and no cash alternative is available.

• Boiler age 1–7 years: maximum contribution cap of £1,500;
• Boiler age 7–10 years: maximum contribution cap of £400;
• Boiler age 10+ years: maximum contribution cap of £250.

12.3 How we assess beyond economical repair

12.3.1 A beyond economical repair decision is based on our reasonable commercial judgment, taking into account:

• parts availability and cost;
• labour time required;
• boiler age and expected reliability;
• safety and manufacturer support;
• overall system condition, including sludge, corrosion or related defects.

12.3.2 Any contribution is discretionary and is not a guaranteed entitlement.

12.3.3 Replacement, where offered, must be supplied and installed by us. No cash alternative is available.

13.1 Your renewal price is based on the number of call-outs in the preceding membership year and inflation. Your annual boiler service does not count as a call-out.

13.2 Call-out based renewal increases:

• 0 call-outs: 0% increase;
• 1 call-out: 2% increase;
• 2 call-outs: 5% increase;
• 3 call-outs: 20% increase;
• 4+ call-outs: 30% increase.

13.3 Labour and parts costs may also be adjusted for inflation. We provide at least 30 days' notice of any price change.

14.1 Boiler age 1–12 years: We can provide full cover. Your boiler falls within our recommended age range for optimal service.

14.2 Boiler age 12–15 years: Cover is available, but we recommend boiler replacement within 12 months due to age-related reliability concerns.

14.3 Boiler age 15–20 years: Cover is possible, but replacement is strongly recommended as parts may become unavailable and repairs uneconomical.

15.1 Access requirements

15.1.1 You must provide safe and reasonable access to the boiler, system components and areas of work.

15.1.2 Pets must be secured and children supervised. We may refuse or postpone works where safe and reasonable access is unavailable.

15.1.3 We do not carry out works where asbestos risk, unsafe electrics, unsafe gas installations or inadequate loft boarding creates an unacceptable safety risk.

15.1.4 Parking restrictions, congestion charges, permit costs and similar access costs are chargeable to you where incurred.

15.2 Third-party costs

15.2.1 We do not reimburse costs for third-party contractors, emergency plumbers, electricians, heating engineers, hotels, temporary heaters or alternative accommodation.

15.2.2 We do not include or reimburse third-party emergency or out-of-hours contractors under the plan.

16.1 Our standard service hours are:

• Monday to Friday: 8am to 5pm;
• Saturday: 9am to 12pm;
• Sunday: Closed.

16.2 Norlands service plans are not an emergency service. We do not provide guaranteed same-hour attendance or overnight cover. All attendance times are estimates only and are not guaranteed.

16.3 Delays caused by weather, parts availability, traffic, staff illness, supplier delays or high demand levels do not constitute a breach of the agreement.

16.4 Reports made outside working hours are scheduled for the next working day unless we agree otherwise.

16.5 Monday to Friday

During working hours we aim to attend within 24 hours. Depending on engineer availability, attendance may be 1 to 3 working days. Boiler breakdowns, water leaks and gas-related safety issues are prioritised.

16.6 Saturday

We cannot guarantee weekend repairs. Breakdowns reported between 9am and 12pm may be attended the same day where an engineer is available. Other Saturday reports are scheduled for the next working day.

16.7 Sunday

We cannot guarantee weekend repairs. Issues reported on a Sunday are scheduled for the next working day. For a water burst we provide telephone guidance on isolating the supply until attendance can be arranged.

17.1 We may suspend membership, including refusing to book or attend visits, while any of the following apply:

• your account is overdue or in arrears;
• unsafe conditions exist at the property;
• recommended remedial works remain unresolved;
• we are investigating suspected misuse, excessive claim activity or fraud.

18.1 We are not responsible for manufacturer delays, discontinued parts, obsolete components or wider supply chain shortages.

18.2 Where a like-for-like repair is not possible, we will explain suitable alternatives or provide a quotation for replacement where appropriate.

18.3 Repairs are not guaranteed to permanently resolve underlying system deterioration, age-related wear or unrelated future faults.

18.4 A previous attendance does not mean that every later issue on the same system is automatically covered or attributable to us.

19.1 We expect respectful communication with our staff and engineers at all times.

19.2 Abusive behaviour, harassment, threats, discriminatory conduct or creating an unsafe environment for our personnel may result in immediate suspension or termination of membership.

19.3 We may refuse further attendance where conduct makes it unsafe or unreasonable for our team to continue.

20.1 The minimum term is 12 months from your plan start date. After that, cover continues on a rolling monthly basis until cancelled in accordance with these Plan Terms.

20.2 If you cancel within the first 12 months, we may charge reasonable early termination charges reflecting any discounts given, call-outs and benefits used, and costs already incurred.

20.3 Cancelling your payment method or stopping payments does not terminate the agreement. All sums due remain payable until properly cancelled.

20.4 We may suspend or terminate membership for breach of these Plan Terms, non-payment, misuse, conduct concerns or other reasons set out in these Plan Terms, including under Section 21.

20.5 Fees already incurred, call-out fees paid and work already carried out are not refundable except where required by law.

20.6 If you purchased online as a consumer, you may have a 14-day cancellation right under the Consumer Contracts Regulations where applicable and unused. This does not affect your responsibility to pay for services already provided or call-outs already arranged.

21.1 We reserve the right, acting reasonably, to cancel a membership and provide a full or partial refund of membership fees paid where:

• the system is unsuitable for continued cover;
• parts are unavailable;
• the boiler or system is beyond economical repair;
• continued support is commercially impractical;
• repeated unresolved faults exist;
• the property falls outside our operational scope; or
• we reasonably believe the membership relationship is no longer workable.

21.2 Any refund or goodwill payment issued under this section is discretionary and does not constitute an admission of liability or a guaranteed contractual entitlement.

22.1 We are not liable for the following types of loss arising from or connected with your membership or any attendance under the plan:

• indirect or consequential loss;
• loss of earnings or profits;
• damage to decorations or making good after access works;
• alternative accommodation, temporary heating or spoilage;
• inconvenience or other indirect financial loss.

22.2 To the extent permitted by law, our total liability to you in connection with the plan shall not exceed the total membership fees paid by you during the previous 12 months.

22.3 Nothing in these Plan Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or any other liability that cannot be excluded or limited by law.

23.1 We are not liable for delay or failure to perform caused by events outside our reasonable control, including:

• severe weather, floods or other natural events;
• strikes, industrial action or staff shortages beyond our reasonable control;
• supplier, manufacturer or utility failures;
• pandemics, epidemics or government restrictions;
• utility outages or other events outside our reasonable control.

24.1 Calls to and from us may be recorded for training, quality, fraud prevention and dispute resolution purposes.

24.2 We process personal data in accordance with our privacy policy and applicable data protection law.

25.1 Entire agreement

These Plan Terms, together with your plan documents and any written confirmation we provide, constitute the entire agreement between you and us regarding your membership. They supersede prior verbal discussions or representations unless confirmed by us in writing.

25.2 Governing law and jurisdiction

These Plan Terms are governed by the laws of England and Wales. Any dispute arising from these Plan Terms will be subject to the jurisdiction of the English courts.

25.3 Severability

If any provision of these Plan Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect.

25.4 Transfer and enforcement

We may transfer or assign our rights under the agreement, including to debt recovery agents or legal representatives, for enforcement of sums due.

We are SR Plumbing NW LTD trading as Norlands Group, a company registered in England and Wales.

If you have any questions about these Plan Terms, please contact us:

• Telephone: 0161 524 1845
• Email: [email protected]
• Website: norlandsgroup.co.uk

27.1 Boiler service schedule: Annual boiler servicing is normally booked during the summer months, typically April through September. It is your responsibility to arrange your service with us. Monthly payment customers may book their first boiler service after completing three months of membership.

27.2 Smell gas? Call the National Gas Emergency Service on 0800 111 999 immediately. Do not wait for a plan call-out.