Take the worry & uncertainty out of keeping your home safe and warm.
Our team of expert engineers will be available 24/7 to give you total peace of mind. We’re a family run business and we get to know our customers. We pride ourselves on our reputation for quality workmanship with a very high first time fix rate. We never leave anyone waiting for longer than necessary without heating and hot water because we truly care.
What’s included in your plan
Here we outline the key items that are included in your plan as well as important payment information.
Once you have purchased your plan, we will send you a welcome letter confirming when your plan starts. You can see which type of contract you have on your welcome letter. You must be the owner of the home.
All of our plans are annual contracts but you can pay for your plan by either monthly or annual Direct Debit.
Your plan is a maintenance plan which means we will provide an annual service and complete repairs to parts that are shown in the ‘What is protected’ section. Any repairs and replacements detailed in this agreement which are provided outside the annual service may be subject to an additional charge and are provided at the absolute sole discretion of Solitaire. This is not an insurance policy.
Your agreement shows the total amount you will pay including tax, the length of your contract and any call out fee applicable.
Our price will not change over a 12-month period unless you change your agreement, or the Government changes the relevant tax rate.
All of our contracts are up for renewal every 12 months. We will write to you at least 30 days before your plan is due for renewal and inform you if there are any price changes. We will keep renewing your plan automatically, until you ask us to stop.
We have a range of products and extras that protect different parts of your home.
So that you can see everything that we protect in our various plans in one place we have included the details of all our plans in this document. You can use the headings below to skip to the section you are interested in.
A boiler welcome service and/or annual service.
The annual service includes the following repairs and replacements (if we think you need it). Our engineer will carry this out at the time of the annual service, or at a follow up appointment after the service:
Boiler
Repairs to a single natural gas boiler in your home.
Flue
Repairs to the flue including the flue terminal, up to three metres in length. We will arrange a replacement of the existing flue, including the flue terminal if we are unable to repair it.
Controls
Repairs to the controls that make the boiler work, including the programmer, any thermostats, motorised zone valves and central heating pump. We will arrange replacement controls if we are unable to repair it.
Radiators
Repair or replacement of standard radiators. If the old radiator is imperial, there may be a discrepancy in size due to all new radiators being metric. An extension piece will be used to make up the difference in size
Radiator valves
Repair or replacement of radiator valves and thermostatic radiator valves (TRV). We cannot guarantee an exact match to the old TRV or valve and does not include ‘designer valves’
Drains
Repairing and unblocking internal drains to restore flow, including toilets. Unblocking external drains to restore flow as long as it is within the boundary of your property to your home.
Home Electrics
Repairs to the mains electrical system and wiring in your home including:
• The fuse box, light fittings, switches, sockets, isolation switches and your immersion heater timer switch
• Extractor fans up to 15cm in diameter
• Doorbells and smoke alarms that are connected to the main wiring
• Outside lighting as long as it’s fixed to your home or outbuildings and fitted less than three metres above ground
24/7 Emergency call out service
An emergency call under the maintenance agreement is considered out of hours due to no heating or water or you are unable to stop water causing a leak within the confines of the building only. Please note: we do not guarantee that the fault can be repaired at the time of the visit as parts maybe required/ordered. Our engineer will confirm safety and/or isolate a supply to reduce damage. We are not responsible for damage caused by your reported leak and/or damage to your boiler/heating system.
Gas Supply Pipe
Repairs to the gas supply pipe – the pipe that connects your gas meter to your gas appliances. We will arrange a replacement gas supply pipe if we are unable to repair it.
Wider Central Heating – Repairs to:
• Expansion tank, radiators, bypass and radiator valves
• Hot water cylinders and any immersion heater and its wired in timer switch
• The pipes that connect the central heating system, for example, the pipes that connect to your radiators or cylinders We will arrange a replacement of any parts of the system if we are unable to repair it.
Plumbing
Repairs to the plumbing system in your home including:
• Your hot and cold-water pipes between your internal stopcock up to but not including your taps, garden taps or the flexible pipes to your kitchen appliances
• Cold water tanks, toilet siphons, isolation, ball, and radiator valves
• Your water supply pipe from the boundary of your property to your home
We will arrange a replacement of the plumbing parts if we are unable to repair it.
What is not included
Here are the things that are not included in this product.
There are also some general exclusions in the ‘What we are not able to protect’ section below.
Any problems that our engineers judge to have happened before the start of your plan.
You are not protected for repairs to the following:
• Warm air units or fan
convector heaters
• Electric Boilers
• LPG boilers
• Kick-space heaters
Repairing your showers and taps, their parts and pumps.
Repairs or replacing:
• Sanitary ware – which is ceramic such as sinks, lavatories or toilet bowls
• Seals and grouting, which generally fill gaps between tiles
• Spa baths, water softeners, water filters, water meters, waste disposal units and taps
• Water pumps that are designed to boost your mains water pressure
• Sanitary macerators
• Water pipes between your home and any detached outbuildings on your property and any water supply pipe that does not supply water to your home
Repairing or replacing drains that have:
• Collapsed or
• Where any excavation or removal of tree roots are required
Repairing or replacing shared drains and any drains which are outside the boundary of your property.
Cleaning and de-scaling drains.
Wi-fi issues or internet connections that are necessary to make your controls and heating system function correctly.
Repairing or replacing:
• Electrics in your outbuildings if the supply is connected to a separate electricity meter than the one in your home
• The electricity supply cable up to the fuse box or mains isolation switch (if you have one fitted)
• Power cables between your home and any detached outbuildings
• Rubber or lead covered cables
• Outside lighting above three metres from the ground or where it is not fixed to your home
• Complete or substantial system rewire of your home
Repairing or replacing:
• Fountains, ponds or water features, garden irrigation systems
• Rainwater pipes, guttering and frozen pipes that need defrosting where there is no other damage
• Plumbing in your outbuildings if the supply is provided by a separate mains connection than to your home
• Manholes and their covers, soakaways, septic tanks, cesspits, drainage pumps, treatment plants and macerators and their outflow pipes
Repairing or replacing:
• Lightbulbs and light fittings
• Satellite systems, DVD players, etc
Electrical appliances including washing machines, dishwashers, cooker extractor hoods, burglar alarms and camera systems.
Repairing or replacing:
• Storage and panel heaters, underfloor heating
• Solar panels and solar inverter
We won’t be able to repair damage caused by limescale, sludge or other debris if our heating engineer has advised you that you need to carry out repairs or a Powerflush.
You are not protected for repairs to the following:
• Swimming pools
• Underfloor heating
• Solar panels
• Any part of your boiler and controls which directly supplies a swimming pool.
• Air or ground source heat pumps Or any systems or controls designed for outdoor heating
Please remember: This is a maintenance contract. Any repairs or replacements required outside of the annual service, that are not related to the work that we carried out at the annual service, may be subject to a separate charge and are carried out at our absolute sole discretion. This is not a contract of insurance or a guarantee.
