The aim of the Heating Service Contract is to minimise down time and inconvenience to you for domestic mechanical and water gas heating systems servicing your home by providing continued maintenance, efficient operation, good advise and communications, and reliable emergency backup cover and support.

A  maximum 24 hour response time is set in place to attend any issue from the moment a message is left, email sent or call answered. Further, the aim is to respond within 4hrs in circumstances where the problem potentially poses a risk to persons and/or  damage to your property,  and within two hours where actual damage or risk to persons is evident if allowed to continue incessantly and remain unchecked. In all three cases, De-A-nay will provide you with immediate advice over the telephone to help safeguard you against any unnecessary damage or risk,  and subsequently attend site within the time agreed or convenient for you,  and within a maximum two hour time period for emergencies (this could be within the hour) should the emergency dictate that immediate attention is necessary.

What Is Covered:

A  Contract will cover the cost of all labour and includes for  unlimited number of call outs during the contract period for the following:-

1.0  Gas Boiler,  Gas Hot Water Heaters & Gas Fires:

1.1   Boiler, instantaneous hot water heater & fires.
1.2   Gas soundness check.
1.3   Full annual boiler service at a convenient am/pm time and date.
1.4   Full annual service to fires.
1.5   Full annual service of instantaneous gas hot water heater.
1.6   Landlord’s  Gas Safety Certificate supplied where applicable.
1.7   Instantaneous gas water heater full annual service where applicable.
1.8   Gas fire and/or DFE annual service where applicable.
1.9   Heating and hot water controls including pump and motorised valves.
1.10 Feed and expansion tank: Ball valve, isolating valves and pipe/tank
1.11 Heating controls.
1.12 Leaks to heating and primary hot water pipework.
1.13 Hot water cylinder and immersion heater controls.
1.14 Motorize diverter and zone valves
1.15 Repair of any defect in the gas supply line situated down stream of the
       gas meter into your home. (NB: Should you experience or suspect a
       gas leak then report it immediately to The National Grid
       (emergency telephone number: 0800 111 999) they may place a
       prohibition notice on your installation and cut you off if the leak is
       down stream of the meter. It will then be left to you to have the leak
       rectified and a soundness test carried out before the gas supply can
       be resumed.

2.0   Miscellaneous Items:
2.1   Public Liability Insurance: De-A-nay provides for a minimum of
       £2,000,000.00 (two million pounds) Public Liability Insurance.
2.2   Gas Service Report:  Should you consider placing your property on the
       market for sale:  De-A-nay can provide, should you so desire, a
       “Property Gas Service Report”. This report is aimed at helping you sell
       your property by adding value and providing you with a unique selling
       point. Much like a car that has a full service history and looked after
       by the owner. It will indicate to the prospective buyer that you, as a
       house owner,  have carefully maintained and looked after your boiler
       and associated controls.  This in turn will help buyers in their decision
       making process when assessing and comparing your home to those of
       other sellers. It can also help them gauge how efficient your home is,
       in that it will (where applicable) highlight the key energy efficient
       facets of your home which help minimise fuel cost and any negative
       impact on the environment. Of course this can only be called upon
       where the unique selling points are real and in place.
2.3   Transfer of cover: Should you decide to sell your property mid term
       then you can elect to either transfer the Heating Service Contract over
       to your new home (only if your new home falls within the De-A-nay
       service areas) or leave it to continue with the new home owner. The
       latter can act as a further incentive and/or form part of the property
       sale. In either case all you have to do is inform De-A-nay of your
       intention giving the necessary details for record purposes.
2.4   Representation:  De-A-nay will act as your Agent and liaise with
       your Gas Utility  provider should a problem exist with any part
       of the installation for which they are responsible. For example:
       service meters, governors, service gas pipes and/or valves etc,
       and De-A-nay will follow through until the problem has been
       resolved to your satisfaction.
2.5   Accidental damage:  Normally covered by your contents or
       buildings insurance. However, De-A-nay will be glad to deal with
       any emergency and subsequently undertake any remedial work
       outside the scope of the Heating Service Contract. Should you elect to
       engage the services off De-A-nay to undertake insurance works, 
       will make all the necessary  repairs (subject to a quotation being
       issued and agreed beforehand and where necessary).
2.6   Insurance Excess:  Should you elect to engage the services of
       De-A-nay to undertake remedial repair work relating to property
       damage covered by your household contents or buildings insurance, 
       De-A-nay will make a maximum payment to you equal  to your excess
       liability but not greater than 10% of the total net cost of repair. In
       which case you can elect to: have a payment equal to this amount
       sent to you once payment has been received from your insurers
       in full,  have the sum deducted from an invoice issued to you directly, 
       or should you wish you can have the sum deducted from your annual
       renewal fee. Of course any payment made by you or your insurers is
       subject to the remedial works being completed to your complete
2.7   Discount Eligibility: Should your existing boiler be nearing the end
       of it’s natural service life,  you will be eligible to a 20% discount off
       the total cost to replace it. This in turn could save you up to 40%  on
       your annual gas bill?
2.8   De-A-nay continuously aims to supply and fit only the best boilers
       on the market. In our view Worcester Bosch currently fit that bill.
       However,  a number of other manufacturers are hard on their heals
       and we constantly assess the market for improvements and benefits
       to be had in using other manufacturers..
2.9   Ongoing Advise: You can call at any time to seek advise about any
       aspect of your heater and hot water systems. Irrespective of how
       trivial it may seem. An answer to a simple question may save you
       money in fuel cost, or enable you to gain more from an appliance.
       You might just need some direction on how to operate an appliance
       or control in which case feel free to call.

3.0   Items Not Covered By De-A-nay’s Heating Service Contract:  
       De-A-nay wants to operate a fair policy and therefore strives to
       ensure that every customer is treated equally, fairly and with
       respect under the terms of this Heating Service Contract. All Contract
       fees are transparent and fairly applied. In order to realize quality
       service levels for all it is important to ensure that the
       service is not abused. Equally important is the need to maintain
       competitiveness by keeping the annual fee as low as possible.
       This allows for proper service levels to be applied across the
       scheme and rolled out to meeting bona fide customer needs.
       With this in mind the following exclusions are included to help
       focus resources to achieving this goal.:-

3.1   Any item subjected to abuse or malicious damage.
3.2   Defects resulting from excessive wear and tear.
3.3   Defects occurring due to non compliance with manufacturer’s
3.4   Replacement of non standard electrical fittings/components.
3.5   Materials or component parts required to  make a repair. All
       components and materials will be charged to you at cost.
3.6   Removal/replacement of fitted furniture.
3.7   Replacement of HW cylinder, immersion heater or thermostat.
3.8   Lifting/replacing floor coverings (i.e. carpeting, sheet vinyl or tiles,
       ceramic or quarry tiles, parka, laminates and specialists polished
       timber floor overlays etc).
3.9   Lifting replacing floorboards, or digging out and repairing of screed
3.10 Moving and replacing large items of furniture.
3.11 Power flushing of heating and primary hot water circuits.
3.12 Any delay in a repair occurring due to a part not being readily
3.13 Solar panels or wind turbines themselves are not covered under
       the terms of this contract. (However a personal quotation to include
       for any specific customer requirement can be provided)
3.14 Force Majeure: The 4/24hr response time adversely affected by an
       act of God. De-A-any shall not be liable for any delay in performing
       or failure to perform any of its obligations under this contract which
       occurs as a result of circumstances beyond it’s reasonable control
       (A Force Majeure Event) including (but not limited to) terrorist attacks,
       riots, fire, explosion, accidental damage, adverse weather conditions,
       power failures, non-availability of any third party components or

Please note that all work can be undertaken by De-A-nay to effect a repair even if outside the scope of the Heating Contract. Such works may be covered by your home contents or building insurance policy.

de-a-nay’s "Heating Service Contract" simply aims to provide you with continuity of utility in making full use of an heating and hot water systems for the expected life of the same, normally considered to be fifteen to twenty years, and longer if properly maintained and regularly serviced. Any fault, unless minor, occurring on an appliance of fifteen years or older would generally be considered uneconomical to repair. In taking this tack de-a-nay is able to keep the nominal annual fee of the "Heating Service Contract" competitive.

Many of you will be familiar with the quality of our work, but equally you may wish to engage the services of another company to undertake work in your home which is outside the scope of the "Heating Service Contract" but covered by your household contents or buildings insurance policy.  In this instance you will not be entitled to a 10% discount  (See Clause 2.6) to a maximum equal to your insurance excess.  However, you should be conscious of the fact that not everyone is aware that they are entitled to employ the services of any company of their choice to undertake insurance covered repair work in their home.

4.0   Annual Fee & Charges: 
4.1   Your annual fee is made up of a standard base charge of £265.00
       for any  property having three bedrooms or less, and having a gas
       boiler rated at 100,000 Btus or less. This will be the case for most
       households. All fees exclude VAT currently 17.5%.
4.2   If your boiler is rated between 100,000-130,000 BTUs add an
       additional £50.00
4.3   For any additional boiler or instantaneous gas hot water heater
       add £60.00
4.4   For a household of more than three bedrooms or one bathroom
       add £20.00 for the next and £10.00 for every subsequent bedroom
       or bathroom.
4.5   For a household situated within the congestion charge area add £40.00
4.6   For the first gas fire or DFE (Decorative Fuel Effect) fire add £50.00,
       and for any subsequent gas fire/DFE add £40.00 for each.
4.7   If your property is let and you require a Landlords Gas Safety
       Certificate add £60.00.

Note: The additional fees above are discounted when compared to normal charges and include for boilers up to 130,000Btus. De-A-nay will be glad to furnish you with a separate "Gas Heating Contract" quotation should you not have a gas boiler but have multiple gas fires/heaters, or if you have an electric boiler or gas boiler with a rating above 130,000Btus. 

The attached costing sheet will help you work out your own personal Basla Annual  Contract Fee.

5.0    Discounts Which May Apply:
5.1   You will be eligible for a discount of 10% off the contract base annual
       fee if the main householder is of retirement age or older.
5.2   A 10% discount will apply (off the base annual fee) to any annual
       renewal and will remain in place every year following where the
       renewal is continuous. (NB: This is not a year on year discount but
       a one off  discount which will be applied every subsequent year.)
5.3   If a de-a-nay Heating Service Contract is purchased as a gift for a
       direct family member (parent, son daughter) or charity, the 10%
       annual renewal discount will be brought forward and thus apply
       from the beginning of year one. (NB: de-a-nay's "Heating Service
       Contract" cannot usually be gifted to a friend but in some bona-fide
       circumstance de-a-nay can make an exception.) 

6.0   Payment Terms:
6.1   You can pay by sending a cheque directly to De-A-nay making it
       payable to  de-a-nay. Please write "Heating Service Contract" on
       the reverse of the cheque.
6.2   Or you can make your payment on line: Make the fee payable to 
       de-a-nay (HSBC Account No. 31274260, Sort Code 40-42-01)
       confirming the amount paid via email to
       reference the transaction using  your initials followed
       by your full  post code. (i.e. DM SE92HB)
6.3   Lastly, you can elect to set up a Standing Order for three number
       equal payments over three consecutive months to HSBC (Account    
       No.31274260, Sort Code 40-42-01) confirming your decision and
       the amounts via email to Again reference the
       transaction using  your initials followed by your full post
       code. (i.e. DM SE92HB)  Should the annual fee not be
       divisible by three then your first payment should take up the

7.0   Contract Commencement Date & Right To Cancel:
7.1   A "Heating Service contract" will commence from the date payment
       cheque or transfer confirmation email is  received..
7.3   A "Heating Service Contract" can be terminated at any time in writing
       and either sending it via post (de-a-nay. Fairfields, 121 Avery Hill
       Road, London SE9 2HB) or attaching a word doc. or PDF  to an
       email and  sending it to (  A monthly pro-
       rata refund of the base fee less £75 will be issued to you within
       one month of cancellation. Cover  will cease from the date your
       letter/email is received.
de-a-nay reserves the right to amend or add to these terms and conditions from time to time. You will be notified in writing or via email informing you of any addition, change or amendment.


heating contract services

terms & conditions

terms & conditions