Terms and Conditions

All the small print about using the LocalHeroes.com website

By using this website, you’re agreeing to these terms. If you don’t accept the terms, don’t use the website.
Want to read these terms and conditions on paper? Go to ‘File’ in your toolbar and click ‘Print’.

We last updated this page on the 31st May 2017.


This website does not ask you to register or sign-in so no passwords need to be created or stored as part of this service.

Any payments made through this service are made using a trusted third party – Braintree, a PayPal company. Only Braintree sees your payment details and no payment details are stored by us.

The communications between you and Braintree use secure SSL encryption to ensure your transaction is safe.

Use of your payment information

Payment will only be taken once the work has actually been completed and you have the right to cancel the work up until this point.

If work has already started, you have mis-represented the job, or the Local Hero is already at your premises, a cancellation charge may however apply and we will use your payment details to process this charge.

Prices shown on this website

Any prices shown on this website are our best effort estimates based on the information you have given us.

The prices are not a commitment to carry out the work at the estimated price.

One of our Local Heroes will discuss the actual price of the job with you and provide a formal quote before carrying out the work. You have the right to cancel the work anytime before the work is actually carried out, though in some cases a cancellation charge may apply.

Job booking, cancellation and charges

The process for booking a Local Hero is as follows:

  • You enter a description of the job you need doing and based on this information we will provide an initial price estimate and, if acceptable to you, will then find a Local Hero to do the work for you
  • You can review the Local Hero to make sure they are what you’re expecting and if you like them, you can book them
  • The Local Hero will then call you to discuss the job and make sure there are no surprises
  • When the Local Hero arrives at your premises, they will investigate the job more thoroughly and turn the estimate in to a formal quote
  • If you accept the quote they will then carry out the work

You can cancel the job at any point of this process, but if you cancel the job after accepting the quote you will be charged either a cancellation charge or reasonable costs for work already carried out, whichever is greater.

To cover any reasonable inconvenience to our Local Hero, a cancellation charge will also apply if the Local Hero cannot gain access to your premises. In this case they will call you and wait a minimum of 10 mins, but leave if they still cannot get access after this time.

If we need to talk to you

From time to time, we might need to contact you about your account. We’ll normally do that over email, which is why we need a valid email address from you if you agree to take a service through us.

If you need to talk to us

You can contact us through the Contact Us link on the website or emailing help@LocalHeroes.com.

Making changes

We’ve got the right to remove or stop supplying any product or service on our website at any time. We don’t have to give any notice, and if we do remove a product or service, we won’t be responsible to you.

Getting products and services from us

We can change the prices and details of the products, services and offers on our website without giving notice. These changes won’t affect any agreements or services you already have with us unless your contract specifically says we’re allowed to make these changes.

We can only provide you with products and services if they’re available – and we can’t guarantee they will be.

None of the information on this website is an offer to sell (or buy) anything. You can apply for our products and services, but it’s ultimately up to us whether we provide them.

Using this website for business

This website is only for personal use. If you use any of these services for business purposes, we could charge you.

Copyright rules

The copyright in the material contained in this website belongs to us or its licensed owner. You can copy any part of this material as long as:

  • You don’t use it for business purposes.
  • The copies keep any copyright notices from the original material.

The products, processes and technology described on this website may be controlled by other copyrights or patents that we (or other people) have. This section of the terms and conditions doesn’t give you the right to copy those.

Similarly, all the images on this site are protected by copyright and you must not reproduce them or use them without the owner’s written permission.

Changes to terms and records of agreements

We have the right to change these terms and conditions at any time.

It’s your responsibility to read the terms and conditions regularly to make sure you’re aware of any changes. If you use the website after we’ve changed something, we’ll take this to mean you’ve accepted the changed terms and conditions.

We recommend that you print off these terms and conditions from time to time and keep a copy. You should do the same for any terms and conditions of specific products and services you apply for online – and a copy of the application form you filled in, too.

We or, if appropriate, the company you have a contract with must agree to any changes to these terms and conditions in writing.


The headings used in these terms and conditions are only for your convenience. They don’t affect the meaning of the terms and conditions.

Intellectual property rights

We own intellectual property in this website. That includes database rights, design rights, rights in know how, rights in inventions (whether registered or unregistered), patents and all rights to apply for registration.

The images, logos and names on this website are to identify us, a British Gas company or any other organisation and their products and services. They’re our trademarks or the trademarks of the other organisation. Nothing on this website gives anyone any licence or right to use any image, logo or name.

Jurisdiction and law

The products and services described on this website are only available in Britain (unless we’ve said otherwise).

That’s why the information on this website is only aimed at British residents, and we won’t accept applications from anyone else (again, unless we tell you otherwise).

We don’t claim that any of our products or services are available or appropriate for use in other countries. So the information and other materials on this site may not meet the laws of any other country.

If you’re looking at this website from another country, it’s your responsibility to make sure you meet local laws.

The laws of England and Wales apply to these terms and conditions, and any of the terms and conditions for the products and services on this websites. If there’s a dispute about these terms and conditions, it’ll be dealt with in the courts of England and Wales (unless you live in Scotland, in which case, Scottish laws apply).

Links to other websites

Certain links on this website will take you to other sites that we don’t control. When you click these links, you’ll leave our website. Because we don’t control these websites, we won’t accept any responsibility or liability for the material you find there.

By using links to third party websites, we don’t intend to get business from – or offer security to – any person, in any country, directly or indirectly.

We won’t accept any responsibility or liability for the websites we frame.

Monitoring phone calls and emails

We may monitor and record our calls and emails, so we can find out where we need to improve and check we’re keeping to our normal practises and procedures.

It also means we’ve got evidence of any contract you take out over the phone or online.

Who owns this website?

LocalHeroes.com is a British Gas website and belongs to British Gas Services Limited (British Gas).
British Gas is a Centrica business.
Our registered office is Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.
Our trading company number is 03141243.

Product terms and conditions

If you apply for any product or service we’ve mentioned on this website, you should check these terms and conditions, and the terms and conditions of the product or service itself. If there’s any contradiction between the two, the specific terms and conditions of the product or service will apply. (For the purposes of these terms and conditions, ‘product or service’ includes our insurance and financial services.)

Using the website

To use this website, you need a browser like Microsoft Internet Explorer 10+, and ‘Evergreen’ versions of Mozilla Firefox, Chrome, Safari and any other modern web browser compatible with HTML5 and CSS3.
The information on this website isn’t advice – financial or otherwise. You must not rely on it when you’re making investment decisions or buying financial services.

Using our terms and conditions

If any of these terms and conditions (or this website’s terms and conditions about our products and services) are found to be illegal, invalid or otherwise unenforceable under the laws of the state or country in which they’re meant to be effective, we’ll delete the right terms – but only in the state or country where they are illegal, invalid or unenforceable. The rest of the terms and conditions will still be effective, binding and enforceable.

We’re still liable for death or personal injury as a result of our negligence – these terms and conditions don’t exclude that.

Things to know

We’ve taken care building this website, but we don’t endorse any of the information, names, images, pictures, logos, icons and so on relating to British Gas or the British Gas group of companies – or their products and services for any other organisation’s products and services.

We normally don’t give any warranties of any kind, unless we have to for legal reasons (in those cases, we’ll explicitly say it’s a warranty). So we normally never suggest that any of our products or services will be:

  • Of satisfactory quality.
  • Fit for a particular purpose.
  • Legal.
  • Compatible with equipment you already have.
  • Secure.
  • Accurate.

As far as the law allows, we’ll exclude all such terms and warranties. We will not, under any circumstances, be responsible for any losses you suffer as a result of using this website including loss of profits, loss of data or loss of goodwill, whether these losses are direct or indirect, nor any indirect financial (or monetary) losses, losses that are not a direct consequence of our behaviour and losses that we could not have been expected to foresee.

Although we do our best to check all the information on this website, mistakes do happen – so we can’t warrant that all the information is accurate or complete. We won’t be responsible for checking that the information is accurate or complete, or if any person relies on the information.

We do not warrant that the functions or materials on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials. We are not responsible if you cannot access or use the site due to the failure of any machine, data-processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control or beyond that of our agents or sub-contractors.

Privacy policy

How we store, protect and use the information you give us

This privacy policy is about how we use personal information about individuals, sole traders or partnerships. It doesn’t apply to the information we hold about companies or other organisations.

About this policy

LocalHeroes.com is brought to you by British Gas, which is owned by Centrica plc. Centrica (and all its subsidiary companies) believe it’s important to protect your privacy. So we’re committed to giving you a personal service that meets your needs, at the same time as protecting that privacy.

This policy explains how we’ll collect information about you and then use it to give you a good service. It also goes into the security measures we take to protect your privacy, and expands on a few things that we won’t do.

How we’ll get in touch

When we first ask you for your personal information – or when you get a new service or product from us – we’ll give you the opportunity to tell us if you don’t want to receive information from us about our other products and services. It’ll normally be a box to tick on an web site, application form, or contract, and you can change your mind at any time

1. How we’ll use your information

1.1 We may use your information to:

  • Give you the services you’ve asked for (which might include the loyalty and incentive schemes we run from time to time).
  • Offer you accounts, services and products from us or our partners. To do this, we may use an automated scoring system, which also uses information from credit reference agencies and other companies
  • Help run and improve our accounts, services and products – ones we’ve provided before, now or in the future.
  • Create statistics, test our computer systems, create profiles and marketing opportunities, and analyse customer information. To do these things, we might use information about what you buy from us and how you pay for it. Like what discounts we’ve offered you, for example.
  • Help prevent and detect debt, fraud and loss.
  • Train our staff.
  • Get in touch with you about products and services that we or our partners are offering. That could be by email, phone, text, multimedia message or another form of electronic communication.

1.2 We may also monitor and record any communications we have with you, like phone conversations and emails. This is just to make sure we’re providing you with a good service and meeting our regulatory and legal responsibilities.

2. How we’ll get in touch

We’ll use the contact information you’ve given us when we need to get in touch. So we might email you, give you a ring, send a text or use another form of electronic communication. We might even visit you in person.

If we’re getting in touch to tell you about offers, we’ll try and use your preferred contact method. We can stop sending you these offers at any time though, you just have to contact us and give us your details.

3. Passing your information on

3.1 In order for independent tradesmen to perform the services you’ve requested we will pass your information on to them but only once you have confirmed the trader you wish to engage.

3.2 We may allow other people and organisations to use your information (including other Centrica Group companies that use the British Gas, Scottish Gas and Dyno Group brands). Why?

  • To give you the services you’ve asked for, which might include giving information to members of your family, household, anyone acting on your behalf or other people who have an interest (like landlords or letting agents).
  • As part of our sales process for one or more of the businesses. To help find and prevent debt, fraud or loss (by passing your information on to a credit reference agency, for example).
  • To transfer any unpaid debt to another organisation – we’ll have to give them details about you and that debt.
  • For legal or regulatory purposes (like if Ofgem or if a lawyers are asks for it). For future legal action.
  • As part of government data-sharing initiatives, like those designed to help people who are struggling to pay for heating and electricity.
  • As part of any loyalty or reward schemes.

3.3 Occasionally, the other people or organisations we pass your information to might be outside of the European Economic Area (EEA). Because of that, we may pass your information to countries that have different standards and laws about protecting personal information.

If the gas or electricity supply to your property has been tampered with or stolen in the past (or we suspect it has), we may take this into account when we decide what products or services we can offer you – and the terms and conditions we can give you.

3.4 We may pass your information on to organisations that supervise the industry, like GasSafe and the Electrical Contractors Association (ECA). This includes your address, postcode, and information about your gas appliances, flue, hot water cylinder, system controls, electrical installations, repair and removals.

These organisations may then pass this information on to local authorities to meet building regulations. Or they might contact you to inspect your appliances or systems, recall faulty products, carry out audits or for health and safety reasons. Wherever it’s appropriate, we’ll give you or the property owner (or both) a certificate to show that your appliances and systems meet building regulations.

3.5 If you give us information on behalf of someone else, you’re confirming that you’ve given them the information in this policy, and that they’ve agreed for us to use their information in the way we describe in clause 10. If you give us sensitive information about yourself or other people (like health details or details of any criminal convictions) you agree – and confirm the person the information is about has agreed – that we can use this information in the ways set out in this document.

3.6 You’re entitled to have a copy of the information we hold on you and you can have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you. If you’re interested, talk to our privacy team at:

Lakeside West
30 The Causeway
TW18 3BY

Or email us at CentricaDataProtection@Centrica.com.

4. Protecting your information

We have strict security measures to protect your personal information. This includes following our security procedures (like checking your identity when you call us) and encrypting all the data on our websites.

5. The internet

If you talk to us over the internet, we may occasionally email you about our services and products – unless you said you’d prefer us not to when you first gave us personal information through our website. If you don’t want us to send you these emails anymore, send us an email (to the address below) to let us know.

Remember that communications over the internet like emails and webmails (messages sent through a website) aren’t secure unless you’ve encrypted them. These kinds of messages may go through a number of countries before they are delivered. That’s just the nature of the internet, so we can’t accept responsibility for any unauthorised access or loss of personal information if it’s beyond our control.

6. Cookies

We may use ‘cookies’ to monitor how people use our site. This helps us to understand how our customers and potential customers use our website so we can improve things like layout, function and design.

What is a cookie?
A cookie is a piece of information stored on your computer’s hard drive that records how you’ve used a website. The next time you visit that website, it can tailor your options based on the information it has stored about your last visit.

How do I stop using cookies?
You can normally alter the settings of your browser to prevent it from accepting cookies, or to tell you when a website tries to put a cookie on your computer. (But you might not be able to use some of the products or services on our website without cookies).

Have a look at our cookies policy to find out more about cookies and how to manage them.

7. Links

This website has links to other sites and recommended suppliers. We’re not responsible for the privacy practices of those sites. This policy only applies to what’s on the British Gas website.

8. Further Information

If you’d like any more information, or you have comments or questions about our privacy policy, write to us at:

Data Protection Manager
Privacy Unit – Legal, Centrica plc
Lakeside West
30 The Causeway
TW18 3BY.

Or email us at CentricaDataProtection@Centrica.com.

We may amend this policy from time to time. When that happens, we’ll publish the amended version on our website. But you can email or write to us to ask for a physical copy.


What are cookies?

Cookies are what websites use to improve and personalise your visits to that site in the future. They’re used by websites, apps and mobile sites to ‘remember’ you – either just for one visit (a session cookie) or for repeat visits (a persistent cookie).

Cookies do lots of different jobs, like letting you navigate between pages easily, storing your preferences, and generally improving your experience of a website. It’s all to make the interaction between you and the website faster and easier.

A cookie is a simple text file that’s stored on your computer (or mobile device) by a website’s server. Only that server will be able to see what’s on that cookie.

Each cookie will contain anonymous information like your unique identifier number and the
site you’re visiting, along with some other digits and numbers. This information lets the website remember things like your preferences, or what’s in your shopping basket. So each cookie is unique to your browser.

What cookies does our website use?

LocalHeroes.com and our third party partners may set different cookies when you visit LocalHeroes.com and other British Gas websites. We use cookies to find out who you are (once you’ve logged in) and what device you’re using. We use three kinds of cookies:

  • Strictly necessary cookies: to let you move around the site and use all the basic features.
  • Functionality cookies: to improve the way the site works by storing your preferences.
  • Performance cookies: they give you a better user experience of our website.

Strictly necessary – The cookies we need to keep our website working properly.

These cookies let you move around the website and support all our essential features like secure areas, shopping baskets and online billing.

They’re not for gathering information, remembering your preferences or advertising products or services to you – they’re just to let you move around the website. If you disable these cookies, you might not be able to use our website properly, so we may not be able to provide some services to you.

Performance – The cookies that collect information about how you use our website.

Performance cookies collect information about how you use our website. They keep track of the pages you visit and any errors you come across, for example. They don’t collect any information that could identify you, though – all the information they collect stays anonymous. We only use that information to improve how our website works, understand what interests our users and measure how effective our advertising is. By using our website, you agree that we can place these types of cookies on your device.

Functionality – The cookies that provide services and remember your settings.

Functionality cookies are used to provide services or to remember your settings (like layout, text size, font, and other parts of our website you can customise) to improve the way you use our website. Things like online surveys, web chat and your settings are supported by functionality cookies.

The information these cookies collect may be anonymised and they can’t track your how you use other websites. By using our website, you agree that we can place these types of cookies on your device.

Turning cookies off

If you don’t want us to use cookies in your browser, you can:

  • Remove cookies from your hard drive.
  • Set your browser to block cookies.
  • Set your browser to send you a warning notice before a cookie is stored on your computer.
  • But remember that you might not be able to make the most of our website (or other websites) without cookies – some functions need cookies to work. But turning off cookies isn’t permanent. You can also go into your settings to change them back and use everything on our site properly again.