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.
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:
We last updated this page on the 15th June 2023.
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 3,5 and 7 of these terms will prevail and take precedence.
We check all the traders who sign up to our service:
We do not:
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.
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 before you accept the quote, 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.
The process for finding a Local Hero is as follows:
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.
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.
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 and 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 was agreed with the Hero and you 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 out 12-month guarantee, as set out in section 7 below.
Once the work is completed, you should make payment as soon as possible either with a debit or credit using the link in the email sent 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.
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, you will be contacted on 3 separate occasions followed by a final demand letter where you have failed to respond. If you do not respond to the final demand letter, the outstanding balance may be recovered by either the Hero or a debt collection agency.
You will also lose your guarantee on any work done and parts supplied.
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.
The work carried out and the parts supplied and fitted by the Hero are guaranteed for a period of 12 months from the date the work is completed, unless, 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 British Gas 12-month guarantee, click here.
Where you do not pay for any of the work carried out via the 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. This does not affect your rights pursuant to our 12-month guarantee.
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.
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.
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 or 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.
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.
You can contact us through our Get in touch page on the website
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. The terms and conditions applying to your use of the service will be those in force at the time you request a Hero.
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.
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.
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.
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:
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 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.
Please read these terms and conditions before using this site
localheroes.com is a site operated by British Gas Services Limited (trading as Local Heroes) (We). We are registered in England and Wales under company number 03141243 and have our registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.
We are a limited company.
You can also contact us through our Get in touch page on the website.
If you do not agree to these terms, you must not use our site.
If you purchase products or services from our site, our terms and conditions will apply to the sales.
We amend these terms from time to time. These terms were most recently updated in June 2023.
We may update and change our site from time to time to reflect changes to our products, our customers’ needs and our business priorities. We will try to give you reasonable notice of any major changes.
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
You must provide us with your email address and a password or log in via a social media platform so that you can log on to our Internet service and access your account details. When you use your email address and password you are authorising us to carry out all the instructions you have given us on this site.
We will only allow you to log on and use the online account section of the site if you use your email address and password or social media log-in. You must make sure that nobody else knows your password, even one of our customer service advisors. If you think that somebody may know your password or social media log-in details, you can change your password immediately through the website, on the social media platform or by contacting us.
We have the right to discontinue or delete your accounts where you have:
Where possible we will contact you by email when we discontinue any accounts. If we close or delete your online account, you can ask us for a new online account at any time.
We may monitor and record phone calls, emails and webchats. This will help us to improve our service and make sure we keep to our practices and procedures. Also, by recording phone calls, emails and webchats, we can provide evidence of any contracts you enter into over the phone or by email or webchat.
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources and will not accept any responsibility or liability for websites we frame.
This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.
If you wish to complain about information and materials uploaded by other users, please contact us as set out at the top of these terms.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products or services to you, which will be set out in our terms and conditions.
Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
Although we have taken care in preparing of the contents of this website, we do not endorse any of the information, names, images, pictures, logos, icons and so on relating to Local Heroes or the Centrica group of companies, or their products and services for any other organisation’s products and services. Also, we do not provide any warranties of any kind. This includes suggestions that a product or service will be:
As far as the law allows, we will 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.
We do not warrant that the information in this website is accurate or complete, or that we have checked it. We will not 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 subcontractors.
If any of these terms and conditions (or any terms and conditions relating to a product or service referred to in this website) should be determined to be illegal, invalid or otherwise unenforceable under the laws of any state or country in which the terms and conditions are meant to be effective, we will delete the relevant terms (only in the state or country where they are illegal, invalid or unenforceable) and the remaining terms and conditions will continue to be effective, binding and enforceable.
We will only use your personal information as set out in our privacy notice.
Whenever you make use of a feature that allows you to upload content to our site, or to make contact with other users of our site, you must comply with the content standards set out below.
You may use our site only for lawful purposes. You may not use our site:
You also agree:
From time to time we may provide interactive services on our site, including, but not exclusively:
Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it’s moderated and what form of moderation is used (including whether it’s human or technical).
We’ll do our best to assess any possible risks for users from third parties when they use any interactive service provided on our site, and we’ll decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in light of those risks. However, we’re under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it’s important they communicate with their children about their safety online, because moderation isn’t fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we’ll normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
These content standards apply to any and all material which you contribute to our site and to any interactive services associated with it. The Content Standards must be complied with in spirit - as well as to the letter. The standards apply to each part of any contribution as well as to its whole.
We will determine, at our discretion, whether a contribution breaches the Content Standards.
A contribution must:
A contribution must not:
When we consider that a breach of this acceptable use policy has occurred, we may take such action as we deem appropriate.
We exclude our liability for all action we may take in response to breaches of this acceptable use policy. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our site a limited licence to use, store and copy that content and to distribute and make it available to third parties. The rights you license to us are described in Rights you are giving us to use material you upload section below.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.
When you upload or post content to our site, you grant us the following rights to use that content:
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in these terms.
If you wish to link to or make any use of content on our site other than that set out above, please contact us.
Local Heroes and the Local Heroes logo are registered trade marks. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under the section above on How you may use material on our site.
© Local Heroes by British Gas 2023 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
Boring legal stuff:
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