Landlord Plan Terms and Conditions

Landlord plans · Terms and conditions

These terms apply to every White Rose landlord plan. Please read them carefully. You'll be asked to confirm you have read and agree to them before you sign up and pay.

Version 1.0 · Effective from [launch date] · White Rose Property Maintenance & Compliance Ltd, 548 Broad Lane, Leeds LS28 6PA. Registered in England & Wales, company no. 17295813. VAT no. 527 8122 86.

1. About these terms

1. "We", "us" and "our" means White Rose Property Maintenance & Compliance Ltd. "You" means the landlord named on the plan, or the company that owns the property.
2. "Property" means each residential property listed on your plan. Each property has its own plan.
3. "Plan" means the services you chose when you signed up, as shown in your plan confirmation email. "Covered items" means the appliances and parts included in any breakdown cover you chose.
4. "Initial health check" means the first visit described in section 4. "Activation date" means the date we confirm in writing that your property has passed the initial health check.
5. Your plan is a maintenance and service agreement with us. We carry out the services and repairs ourselves using our own engineers and approved trades. It is not an insurance policy and we do not pay out money in place of carrying out work.
6. These terms, your plan confirmation and our price list form the whole agreement between us. If anything in your plan confirmation conflicts with these terms, the plan confirmation applies.

2. Who can take out a plan

1. Plans are for landlords letting residential property in Leeds and the surrounding areas we cover. We can tell you before you sign up whether your property is in our area.
2. You must own the property, or have written authority from the owner to take out the plan, and be able to arrange access for us.
3. Boiler and heating cover is only available for domestic natural gas boilers under 10 years old (from the date of manufacture) with an output of 70kW or less, installed to the manufacturer's instructions and current regulations.
4. Hot water cover is only available for vented or unvented domestic hot water cylinders under 10 years old, installed to current regulations. Unvented cylinders must have been installed by a G3-qualified installer.
5. Covered items must be in good working order, accessible and safe to work on at the initial health check. Back boilers, LPG and oil boilers, warm air units, commercial and communal plant are not eligible for breakdown cover, but we can quote for servicing.
6. Gutter and drain clearing is priced for houses up to 3 bedrooms and up to two storeys. Larger or taller properties, or properties needing scaffolding or powered access, will be quoted separately before you sign up.

3. Signing up and paying

1. When you sign up you pay the initial health check fee shown in the plan builder, and you set up a monthly payment for each property by card or Direct Debit.
2. Your first monthly payment is taken when you sign up, and then on the same date each month.
3. All prices include VAT at the current rate. If the VAT rate changes, our prices will change by the same amount.
4. Bundle discounts depend on the number of services on each property's plan. Multi-property discounts depend on the number of properties on active plans in your name. If you remove services or properties, your discount may reduce from the next payment.
5. If a payment fails, we'll tell you and try again. If it is still unpaid after 14 days, we may suspend your plan, meaning no scheduled visits or covered repairs are carried out, until the arrears are paid. If arrears remain unpaid for 30 days, we may cancel your plan and section 11.4 will apply.
6. We will not increase your monthly price during your first 12 months. After that, we may change prices by giving you at least 30 days' written notice, and you may cancel without charge before the change takes effect.

4. The initial health check

1. Every plan starts with a first visit and initial health check. On that visit we carry out the first scheduled service of everything included in your plan (for example the boiler service and gas safety certificate, cylinder service, plumbing and leak check with sealant renewal, gutter and drain clean, roof survey and damp inspection), together with a deeper health check of any items included in breakdown cover, such as a boiler strip-down and clean. We record what we find with dated photos and notes, and send you a report.
2. Services carried out on the first visit count as the first scheduled service for that plan year, and your service schedule runs from the date of the first visit.
3. The initial health check fee is shown in the plan builder before you sign up and depends on the services you choose. It is payable at sign-up and is non-refundable once the visit has been carried out.
4. If the initial health check finds a fault, defect or unsafe condition, we'll give you a fixed quote to put it right. Breakdown cover for that item will not start until the work has been carried out, by us or another competent person with suitable evidence, and the item has been rechecked.
5. If a covered item cannot be made eligible (for example, parts are obsolete or it is beyond economical repair), we'll remove it from your plan and adjust your monthly price, or you may cancel and receive a refund of any monthly payments taken for that item.
6. Where we find an immediately dangerous or at-risk gas appliance, we will follow the Gas Industry Unsafe Situations Procedure, which may mean disconnecting it with the responsible person's permission.
7. Your activation date is the date we confirm in writing that your property has passed the initial health check. Scheduled services start from your sign-up date. Breakdown cover starts from your activation date, subject to section 6.4.

5. Scheduled services

1. We'll carry out the scheduled services on your plan at the intervals shown below. We'll contact you or your tenant to book each visit and send you certificates and reports by email, normally on the same day.

2. Scheduled services do not include repairs, replacement parts or remedial work, unless covered under section 6. Any further work found to be needed will be reported to you with a fixed quote. Plan members receive the discount on other work shown on their plan.
3. Inspections and surveys are visual and non-intrusive. They are not structural, specialist damp or drainage surveys, and we cannot guarantee to find defects that are hidden, inaccessible or not visible at the time of the visit.
4. Gas safety checks must be carried out within 12 months of the previous check. If you join with a current certificate, we'll schedule your first check before it expires.

6. Breakdown cover

1. If your plan includes breakdown cover, we'll repair covered items when they break down, including parts and labour, up to the limit per claim shown below. There's no excess and no limit to the number of call-outs.

2. A "breakdown" means the sudden and unexpected failure of a covered item, from a cause that was not present at the initial health check, that stops it working as designed.
3. One claim means all visits and repairs relating to the same fault within 30 days. If a repair would cost more than the claim limit, we'll tell you and you can pay the difference or decline the repair.
4. No claims can be made for breakdowns reported in the first 30 days after the activation date. If a breakdown is reported in that period, we'll still attend and quote at plan member rates. This does not apply to faults caused by our own work.
5. We decide whether to repair or replace parts, and may use non-original parts of equivalent quality. Repairs depend on parts being available. If parts are obsolete or a covered item is beyond economical repair, we'll tell you in writing. We will not replace a whole boiler or cylinder under your plan, but we'll offer a replacement at plan member rates and adjust or end that cover.
6. Response: we aim to attend within 24 hours of your report when a tenant has no heating or no hot water, and prioritise vulnerable tenants. Other faults are booked within normal working hours (Monday to Friday, 9am to 5pm). Response times are targets, not guarantees, and may be affected by severe weather, parts availability and access.
7. Gas escapes: if anyone smells gas, they must call the National Gas Emergency Service on 0800 111 999 first.

What breakdown cover does not include

1. Any fault, defect or condition present or identified at the initial health check, or which we reasonably believe existed before the activation date.
2. Damage or faults caused by sludge, limescale, debris or aggressive water, unless we recommended a system clean, filter or treatment and it was carried out. Powerflushing and system cleans.
3. Design faults, poor installation or failure to meet current regulations, including undersized pipework, flues or condensate pipes that don't meet manufacturer's instructions.
4. Frozen condensate pipes, frozen or burst pipes, and damage caused by frost, flood, storm, fire, lightning, explosion or subsidence.
5. Accidental, malicious or deliberate damage, misuse or neglect by anyone, including your tenants, and faults caused by anyone other than us working on covered items.
6. Pipework, wiring or flues buried in walls, floors or ceilings, or under concrete; underfloor heating; work needing lifting of fitted floor coverings, tiling or kitchen units (we'll quote for making good).
7. Smart thermostats and smart controls (such as Nest, Hive and smart radiator valves), wireless controls' batteries, shower pumps, electric showers, stopcocks, fuse boards, drains and waste pipework.
8. Designer, column, cast iron, curved and towel radiators and their valves (boiler & heating cover); flues and terminals over 1 metre; heat exchangers on condensing boilers that have failed due to system contamination.
9. Routine adjustments that a tenant can do, such as topping up boiler pressure, resetting the boiler, changing timer settings or bleeding radiators. A call-out for these is not a breakdown, but we'll talk your tenant through them where we can.
10. Loss of rent, alternative accommodation, temporary heaters, damage to the property or contents, tenant claims, and any other indirect or consequential loss.
11. Faults caused by failure of the gas, electricity or water supply.

7. Access and your tenants

1. You're responsible for making sure we can get safe access to the property and covered items at agreed times. You authorise us to contact your tenants directly to arrange visits.
2. We'll give your tenant at least 24 hours' notice of routine visits, in line with your obligations as a landlord.
3. If we cannot get in for a booked visit, we'll try to rebook. After two failed visits for the same service, we'll tell you, and a missed-appointment charge of £45 may apply for each further failed visit. If we can't complete a scheduled service because of access, it is not carried forward or refunded.
4. We may refuse to work, or stop work, if the property, covered items or access are unsafe, or if anyone at the property is abusive or threatening.

8. Your responsibilities

1. As the landlord, you remain legally responsible for your property's compliance, including gas safety, electrical safety, smoke and carbon monoxide alarms, fire safety and repairs. We help you meet those duties by carrying out the services on your plan.
2. Give us accurate information when you sign up, and tell us promptly about changes, including a change of tenant, a new boiler or cylinder, or works by others on covered items.
3. Report breakdowns and leaks to us as soon as you or your tenant become aware of them, and take reasonable steps to prevent further damage, such as turning off water.
4. Do not let anyone else repair or alter covered items without telling us first, except in an emergency.
5. Carry out, or allow us to quote for, remedial work we recommend. If you don't, we may suspend cover for the affected item.

9. Fair use and fraud

1. Your plan is for the normal use of a residential property. We may refuse a claim and cancel your plan if a claim is fraudulent, exaggerated, or relates to a fault you knew about before signing up, or if any information you gave us was knowingly false.
2. If we cancel for fraud, we may charge for any work already carried out at our standard rates, and the initial health check fee is not refunded.

10. Our work and our liability

1. All gas work is carried out by Gas Safe registered engineers, and electrical work by qualified electricians. We hold £5 million public liability insurance and £10 million employers' liability insurance.
2. We guarantee repairs carried out under your plan for 12 months. If the same fault recurs because of our workmanship, we'll put it right free of charge, even if your plan has ended.
3. We are not liable for loss of rent, loss of income, alternative accommodation, tenant claims, fines or penalties, or any indirect or consequential loss.
4. Our total liability to you under your plan in any 12-month period is limited to the total plan payments you made in that period, or £5,000, whichever is greater.
5. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
6. We are not responsible for delays or failure to perform caused by events outside our reasonable control, including severe weather, supply shortages and access problems.

11. Term, renewal and cancelling

1. Minimum term: each plan has a minimum term of 12 months from the sign-up date. After that, it continues month to month until cancelled.
2. Cooling-off period: you can cancel within 14 days of signing up for a full refund of your monthly payments. If you ask us to carry out the initial health check or any service within the 14 days, you'll pay for the work done: the initial health check fee, plus our standard prices for any service carried out, less what you've paid.
3. Cancelling after 12 months: you can cancel at any time by giving us 30 days' notice by email to repairs@wrpmltd.co.uk. No further payments will be taken after the notice period.
4. Cancelling during the minimum term: because annual services are carried out early in the plan, if you cancel after the cooling-off period but within the first 12 months, or we cancel because of non-payment or fraud, you'll pay the difference between our standard prices for the services and repairs we've already carried out and the monthly payments you've made. You will never pay more than the remaining monthly payments due for the minimum term.
5. Selling or ending a let: if you sell the property or stop letting it, you may cancel with 30 days' notice and section 11.4 applies. Alternatively, the plan can be transferred to the new owner with our agreement.
6. We may cancel your plan by giving 30 days' written notice, for example if we stop offering plans in your area, and refund any payments for services not yet provided.
7. Changes: you can add services or upgrade cover at any time. Downgrades and removing services take effect at your next plan anniversary.

12. Complaints

1. If you're unhappy with our service, contact us at repairs@wrpmltd.co.uk or 0113 532 7670. We'll acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

13. Your information

1. We use your details, your property details and your tenants' contact details to provide your plan, as described in our privacy policy. We keep certificates and reports for at least 6 years. We'll only send you marketing about our other services if you've agreed or you're an existing customer, and you can opt out at any time.

14. General

1. We may update these terms. We'll give you at least 30 days' notice of changes that affect you, and if a change is to your disadvantage you may cancel without charge before it takes effect.
2. We may use approved subcontractors for some services, such as roof surveys or EICRs. We remain responsible for their work.
3. If any part of these terms is found to be unenforceable, the rest remains in force.
4. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.