Warranty & Guarantee Policy

Alex Robson Heating and Gas Ltd. Document reference ARHG-WG-001. Version 1.0. Effective 18 June 2026. Review date 18 June 2027.

1. Purpose

This Warranty and Guarantee Policy explains the warranty and guarantee arrangements applicable to work carried out by Alex Robson Heating and Gas Ltd. It outlines:

• The Company's workmanship guarantee.
• Manufacturer warranties and guarantees.
• Customer responsibilities.
• Exclusions and limitations.
• Procedures for reporting defects and faults.

2. Company workmanship guarantee

Alex Robson Heating and Gas Ltd takes pride in delivering high quality workmanship and professional standards on all installations, repairs and maintenance work. Subject to the terms of this policy, the Company provides a 12 month workmanship guarantee.

This guarantee covers defects directly resulting from workmanship carried out by Alex Robson Heating and Gas Ltd. Examples include:

• Incorrect installation of pipework.
• Faults caused by poor workmanship.
• Installation defects.
• Leaks resulting from installation errors.
• Incorrect fitting of supplied components.

Where a workmanship defect is confirmed, Alex Robson Heating and Gas Ltd will, at its discretion, repair or rectify the issue without charge.

3. What the workmanship guarantee does not cover

The workmanship guarantee does not cover:

• Manufacturer defects.
• Component failures.
• Boiler breakdowns caused by defective parts.
• Product recalls.
• Customer misuse.
• Accidental damage.
• Frost damage.
• Vandalism.
• Water quality issues.
• System sludge or contamination.
• Corrosion.
• Limescale damage.
• Electrical supply issues.
• Existing faults not directly related to our work.
• Faults caused by third parties.
• General wear and tear.

The workmanship guarantee applies only to work carried out by Alex Robson Heating and Gas Ltd.

4. Manufacturer warranties and guarantees

Many products installed by Alex Robson Heating and Gas Ltd are supplied with manufacturer warranties or guarantees. These may include boilers, cylinders, heat pumps, controls and thermostats, pumps, radiators, valves, expansion vessels and water treatment equipment.

Manufacturer warranties are provided solely by the manufacturer and not by Alex Robson Heating and Gas Ltd. The manufacturer is responsible for:

• Warranty administration.
• Warranty approval.
• Parts supply.
• Labour allowances (where applicable).
• Repair authorisation.
• Warranty claim decisions.

Alex Robson Heating and Gas Ltd cannot override, amend or influence manufacturer warranty decisions.

5. Warranty registration

Where applicable, Alex Robson Heating and Gas Ltd will register manufacturer warranties on behalf of the Customer. Warranty registration is undertaken as a goodwill service and does not transfer responsibility for warranty administration to the Company.

Customers should retain installation certificates, Benchmark documentation, warranty confirmation documents and service records. These may be required when making future warranty claims.

6. Customer responsibilities

To maintain warranty protection, Customers must:

6.1 Annual servicing

Arrange annual servicing in accordance with manufacturer requirements. Many boiler manufacturers require servicing every 12 months to maintain warranty validity.

6.2 System maintenance

Customers must maintain heating systems in accordance with manufacturer instructions.

6.3 Prompt reporting

Any faults should be reported promptly once discovered.

6.4 Documentation

Customers should retain invoices, commissioning records and warranty documentation. Failure to meet manufacturer requirements may invalidate manufacturer warranties.

7. Warranty claims

Where a fault develops within a manufacturer's warranty period, Customers should first contact the manufacturer directly, or Alex Robson Heating and Gas Ltd for guidance on the correct procedure.

The Company may assist customers in identifying the appropriate warranty route but is not responsible for:

• Claim approval.
• Claim rejection.
• Manufacturer attendance times.
• Availability of replacement parts.
• Manufacturer labour allowances.

All warranty decisions remain the responsibility of the manufacturer.

8. Chargeable attendance

Where Alex Robson Heating and Gas Ltd attends a property following a reported fault and it is determined that the fault is unrelated to our workmanship, that the issue falls under a manufacturer warranty, that no fault is found, or that the issue results from customer misuse or external factors, the Company reserves the right to charge for attendance, diagnostics and any remedial works undertaken. Customers will be informed of applicable charges wherever reasonably possible.

9. Consequential losses

Neither the Company's workmanship guarantee nor any manufacturer warranty shall cover:

• Loss of earnings.
• Loss of business.
• Alternative accommodation costs.
• Temporary heating costs.
• Water damage not directly caused by proven negligence.
• Consequential or indirect losses.

10. Transferability

The Company's workmanship guarantee applies only to the original customer and installation address unless otherwise agreed in writing. Manufacturer warranties remain subject to the manufacturer's own transferability rules.

11. Limitation of liability

Nothing within this policy excludes liability where exclusion would be unlawful. Subject to this, the Company's liability shall be limited to the cost of rectifying workmanship defects directly attributable to Alex Robson Heating and Gas Ltd.

12. Complaints

Any concerns regarding workmanship or warranty matters should be submitted to complaints@arheatingandgas.co.uk. Complaints will be investigated in accordance with the Company's Complaints Procedure.