Terms and Conditions
By using this website, you’re agreeing to these terms. If you don’t accept the terms, don’t ask us to find you a Local Hero. We recommend that you print these terms and conditions from time to time and keep a copy. You should do the same for any terms and conditions given to you by the tradesperson who completes the work.
Terms and Conditions
By ‘we’, ‘us’ or ‘our’ we mean Local Heroes, a trading name of British Gas Services Limited. British Gas is a Centrica business. Our registered office is Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD and our registered company number is 03141243.
When we refer to ‘Heroes’ or ‘trader’ in our terms and conditions below, we mean the tradesperson in your local area who we have matched you with to complete the work.
We would like to draw your attention to the following important sections:
- Section 1 – The Heroes
- Section 3 – Job booking and cancellation charges
- Section 4 – Payment, and in particular the requirement to pay through the website and not make payment directly to the Local Hero
- Section 6 – The British Gas backed guarantee
- Section 7 – Complaints
- Section 8 – Our liability
- Section 9 - Your Account
We last updated this page on the 6th March 2020.
1. The Heroes
We act as an introducer between you (the customer) and the traders who are signed up to our service (Local Heroes). These terms are for the use of our introducer service and for the sale and supply of boilers only. The terms on which the work or repair you require is completed are as agreed between you and the Hero.
We remind all Heroes to give customers a copy of their terms and conditions (if applicable) when they provide a quote. If they haven’t, please ask before you accept their quote and the work begins. In the event of a conflict between these terms and any terms you agree with your Hero for the work, their terms will prevail, except in relation to job booking, payment and the guarantee where sections 3,4 and 6 of these terms will prevail and take precedence.
We check all the traders who sign up to our service:
- Are qualified for the type of work they do;
- Are insured; and
- Have positive customer recommendations
And we also ask that they follow our Code of Conduct which you can find here.
We do not:
- credit check the company or individuals;
- check the bankruptcy history of the individual Heroes or directors of the company;
- carry out a DBS disclosure check;
- perform a full risk assessment of each individual Hero; or
- check all documentation supplied by the Heroes (e.g. insurance certificates and qualification) to ensure they are not fraudulent.
You should be aware that, although we will make best efforts to supply a trusted tradesperson, the ultimate responsibility lies with you in ensuring you are happy with the terms on which the work will be completed and that the trader is equipped to do the work you need.
Please note that we match you with a trader with the appropriate skillset for the initial job you raise – if the scope of work changes and it requires a different skillset, you will need to ensure the trader you have been matched with can complete this task for you. Please read the ‘Additional Work’ terms in Section 3 below for more information and if in doubt, please contact us.
Please ask your Hero if you would like to check or verify their identification or qualifications.
Should you have any doubts about the Hero you’ve been matched with, you should can cancel the job and let us know. We will then investigate and take appropriate action, potentially removing traders from our service.
2. Prices shown on this website
Any prices shown on this website for jobs are our best effort estimates based on the information you have given us and our data. Save as set out below in relation to boilers, the prices are not a commitment to carry out the work at the estimated price. The Hero you have been matched with will assess the work required and provide a formal quote before carrying out the work. You can cancel the work at any time, though in some cases a cancellation charge may apply (see Section 3 below).
If you are ordering a boiler installation, the price shown will include the boiler, boiler pack (containing the standard parts, being a flue and thermostat if required) and a standard installation. The cost of the installation will be confirmed to you when the Hero provides a quote for it.
3. Job booking, cancellation and charges
The process for finding 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 Hero to do the work for you.
- If you are ordering a boiler installation, you must answer some questions so that we can suggest a suitable boiler for your home.
- When you click “Find a Hero”, or “Confirm booking” if booking a boiler installation, you agree to us sharing your personal information with the Heroes in your area who are qualified for the type of work you have described, for them to service your request. In the first instance this is limited to your postcode only.
- If a Hero accepts the job, we’ll match you and at this point we’ll pass on your name, address and contact number, so that they can contact you to discuss the job. Depending on the nature of the work, the Hero may be able to provide you with a quote over the phone. Some jobs may require a visit before a quote can be given. This is for you to agree with the Hero.
- The Hero will assess the job, either by visiting your property, or conducting a survey via camera phone, and provide you with a quote.
- If you accept the quote, they will then carry out the work. If you do not accept the quote, they will not proceed with the job.
It is your responsibility to ensure that the quote accurately reflects all the work you require and the price you have agreed with the Hero. This is important because we cannot guarantee any work that isn’t detailed in the quote.
You should not let any work start until you have accepted the quote.
We will always ensure that we match you with a Hero with the appropriate skillset for the initial job you raise through the platform. If, once work has started, you want additional work completed which isn’t in the original quote and requires a different skillset, you need to ensure that you satisfy yourself that the Hero is qualified to complete the work. If in doubt, you should contact us to discuss the work, or raise a different job through the website so that we can ensure you are matched with an appropriately qualified Hero.
If the scope of the work changes, i.e. if more or less work is needed than originally quoted but the skillset remains the same, you should ensure your Hero either updates the quote, or provides you with an additional quote, which you should accept before they continue.
Some jobs need a bit more investigation before a quote can be given for the full work. If they need it, your Hero will give you a quote for the time they need to investigate - this is a diagnostic fee. If you choose not to proceed with the full work, you will still be required to pay the diagnostic fee. If you do not want to pay the diagnostic fee, either cancel the job or don’t accept the quote.
Once they have diagnosed the issue, they will be able to provide you with a detailed quote for the work, and if you would like to go ahead, you should accept it before work begins.
If you need to reschedule your job, just ask your Hero. Once you’ve agreed another time, your Hero will be able to change the date and time and send you an updated booking confirmation.
Cancellation and charges
You can cancel the job at any point of this process, but if you cancel the job after accepting the quote, you may be charged either a cancellation charge, or reasonable costs for work already carried out or materials already purchased and a restocking fee.
To cover any reasonable inconvenience to the Hero, a cancellation charge will also apply if the Hero cannot gain access to your premises. In this case, they will call you and wait a minimum of 10 minutes. If they still cannot get access after this time, they will leave.
From time to time we may ask an independent third party to quality check the work completed by the Hero to ensure it is safe and conforms to the latest regulations and standards.
If we choose to quality check the work the Hero has done on your property, we will pass your information to our trusted third party to get in touch to arrange a suitable time to visit you. You are under no obligation to agree.
Sale and supply only
If you are ordering a boiler installation, the boiler and most parts will be provided by us and the installation of the boiler will be provided by a Hero. These terms set out the terms of sale and supply only of the boiler of parts.
We will supply most of the parts needed for the boiler installation (being the boiler, flue, thermostat, etc. unless otherwise stated in the quote), but any smaller parts needed will be provided by, and must be purchased from, the Hero. The Hero will invoice you for these smaller parts along with their labour costs.
The terms of installation of the boiler will be provided by, and need to be agreed with, the Hero.
We will register your installed boiler with the manufacturer to activate the manufacturer’s warranty. This warranty can be for 2, 5, 7 or 10 years, depending on what agreed with Hero and accepted a quote for. Once registered, the manufacturer will send you your warranty certificate – this will set out the manufacturer’s contact details, and you should contact the manufacturer direct in the event of any issues with the boiler during your warranty period.
The manufacturer’s warranty applies to the boiler and any parts provided by them only, and does not apply to the installation and work carried out by the Hero. This work is covered by the Hero under the 12-month guarantee, as set out in section 7 below.
Payment for jobs
Once the work is completed, you should make payment as soon as possible either with a debit or credit using the link we email to you.
Unless, we notify you otherwise, you should only pay for the work through a payment request from localheroes.com. The link will be sent to you on completion of the work.
Unless, we notify you otherwise, do not pay the Hero directly through by other method, e.g. cash, cheque or debit or credit card, in person or over the phone. Should you do so, any guarantee for the work will no longer be backed by British Gas and we may not be able to assist if you encounter any issues with the service.
Unless, we notify you otherwise, if your Hero attempts to encourage you to make payment outside of the platform, please notify us immediately via our website here.
Payment for boilers
If you are buying a boiler and parts from us for installation, you need to pay the deposit or apply for and accept a personal loan for the boiler and parts at the time you order them.
After you have placed your order, we’ll send you an email confirming the order. If you are paying the boiler and parts outright, we will confirm to you how much the outstanding balance is and when it is due. If you have applied for and accepted a personal loan, the loan provider will confirm their payment arrangements to you direct.
We will only notify you about payment, where you have failed to pay via the payment request link as described above. In this event, we will contact you on 3 separate occasions followed by a final demand letter where you have failed to respond. If you do not respond to our final demand letter, we may pass on the outstanding balance to either the Hero or on to a debt collection agency so that they can recover the payment.
You will also lose your guarantee on any work done and parts supplied.
6. Getting into your property
The Hero will only work on your property if there’s someone 18 years old or older there at all times during the visit.
It’s your responsibility to give them access to your property. If they can’t get access, they won’t be able to complete the work and it’s then up to you to arrange another appointment with the Hero.
7. 12 month guarantee
The work carried out and the parts supplied and fitted by the Hero are guaranteed by them for a period of 12 months from the date the work is completed, unless you are notified otherwise by the Hero, for example if the job is just a temporary fix. Parts that you supply yourself are not guaranteed. If you have had a boiler installed, this guarantee only applies to the installation of the boiler and parts and does not cover radiators, pipes or controls, unless they were installed by the Hero as part of the installation.
If anything should go wrong, you must first contact the Hero who carried out the job. They must be given a reasonable opportunity to resolve any issues first. If they are not available within a reasonable time, then we will find another Hero for you. To find out more about the 12-month guarantee backed by British Gas, click here.
Where you do not pay for any of the work carried out via our payment request link, you will not be able to be claim under this guarantee.
This guarantee does not affect your statutory rights under the Consumer Rights Acts 2015, if applicable and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.
If you wish to make a complaint about the work, you should in the first instance contact the Hero directly to try to resolve the issue. If you are unable to get in touch with your Hero in a reasonable timescale, please get in touch with us through our Get in touch page and we will do our best to help.
Please note however that as the terms and conditions for the work are as agreed between you and the Hero which we are not party to, any dispute or conflict in relation to the condition or quality of the work, or the way it was completed is ultimately your responsibility. We are under no obligation to provide you with a refund or compensation.
In the event you are unhappy with the way we have dealt with your complaint, you can refer your complaint to UtilitiesADR, who is authorised by the Government under the Alternative Dispute Resolution service for consumer disputes (competent authorities and information) regulations 2015, to provide an independent review of complaints and dispute resolution services.
We will provide you with their contact details when we issue you with our final response.
9. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any matter that we cannot exclude or limit as a matter of law. We provide the website free of charge and on an “as is” basis. We introduce customers to tradespeople to provide the services described on the website and are not responsible or liable for the end services that are provided.
Therefore, to the extent permitted by law: (a) we disclaim any warranties, express or implied; and (b) other than as set out above, we are not liable for any loss or damage — direct or indirect and whether arising in contract, tort, or otherwise — even if we have been advised of the possibility of this loss or damage.
These limitations don’t affect your statutory rights under the Consumer Rights Act 2015, if applicable and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.
10. Your account
You can register an account with us and this account is provided free of charge for your personal use subject to these terms and conditions. By joining up as an account member you will be deemed to have accepted these terms and conditions.
To have an account you must reside in England, Scotland and Wales and be aged 18 years or over and have an email address. We may refuse your account application for any reason. You may only have one account with us. We reserve the right to refuse, merge or close additional accounts at any time. You must keep us informed of any changes to your personal details.
When you register to use your account, you will be asked to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities that occur under your password. If you know or suspect that someone else knows your password you should notify us through our Get in touch page on the website. If we have reason to believe that there is likely to be a breach of security or misuse of your account by somebody else, we may require you to change your password or we may suspend your account.
You can choose to leave your account at any time through our Get in touch page on the website. This will remove you from any future account communications but it will not change your marketing preferences or cancel a job. If you would like to do this in addition to cancelling your account you will also need to contact us via our Get in touch page on the website.
We may remove your account at any time where it appears you have breached these terms and conditions, or where you have behaved in an inappropriate, misleading or abusive manner. We reserve the right to monitor the number of accounts in any household and to cancel any suspected duplicated memberships.
11. If we need to talk to you
From time to time, we might need to contact you about your job request or booking. 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.
12. If you need to talk to us
You can contact us through our Get in touch page on the website
13. Changes to terms
We have the right to remove any service on our website at any time; we may also change the price estimates of the services. We don’t have to give any notice, and if we do remove a service, we won’t be responsible to you.
We also have the right to change these terms and conditions at any time, for example if we change our processes or if there are changes to laws or regulations which require us to update them. The terms and conditions applying to your use of the service will be those in force at the time you request a Hero.
14. Intellectual Property rights
The copyright, trademarks and all other intellectual property rights in the material contained on this website belong to us or their licensed owner. This includes database rights, design rights, rights in know-how, rights in inventions (whether registered or unregistered), patents and all rights to apply for registration.
You are permitted to use this material or content only as expressly authorised in writing by us or our licensors. You will not, and you will not assist or facilitate any third party to, copy, reproduce, transmit, distribute, frame, commercially exploit or create derivative works of such material or content. If you become aware of any such distribution or commercial exploitation, you agree to notify us immediately.
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.
15. Law and jurisdiction
The services described on this website are only available in Britain (unless we’ve said otherwise) and these terms and conditions are governed by the laws of whichever country the property for which you require the service is in – England, Wales or Scotland.
16. 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.
17. Things to know
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 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.
You can cancel your order for the purchase of a boiler and parts up to 14 days after your boiler and parts are delivered to your home. This is your ‘cooling off’ period.
By accepting the online quotation and paying the deposit or applying for and being accepted for a personal loan, you’ve agreed that a Hero can start work before your cooling off period ends. If you cancel your agreement after work has started, the Hero can charge you for their reasonable costs for:
- any work already carried out; and/or
- any goods already installed in your property.
If you have ordered a boiler installation, you can cancel up to 24 hours before installation, but may be liable for any re-stocking charges we incur once the boiler has been collected by the Hero from the supplier.
We can deduct our costs from any deposit you’ve paid or bill you for them.
If you have signed a credit agreement which relates to your installation and you cancel the job, your credit agreement will expire.
If you wish to cancel, you can use the form below. You can also contact us through our Get in touch page on the website.
We can cancel your guarantee if:
- you give us false information;
- you put a Hero’s or our people’s health and safety at risk, for example physical or verbal abuse; or
- you fail to pay for your boiler and parts and/or for your installation.
You can cancel your agreement by returning this form to us through our Get in touch page on the website.
I wish to cancel my boiler installation.
Valentine's Day 2020
This offer is available to customers who book and pay for a job on the Local Heroes website between 14th February and 14th March 2020. Customers will receive a 10% discount from the final cost of the job, to a maximum discount value of £50. There is no minimum spend required to claim the 10% discount. Discount will be deducted when promo code ‘Lovelocalheroes10’ is entered during payment. Offer may be withdrawn at any time. Offer not valid on British Gas Repair and Cover jobs, electric vehicle charger installation or new boiler and installation jobs.
© Local Heroes by British Gas 2020 Local Heroes is the trading name of British Gas Services Limited. Registered in England & Wales (No. 03141243). Registered office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD