British Gas Homecare

Hi All,

Hope you can give some advice here. Just noticed this morning that there is a hairline crack on my cistern and water is leaking albeit very slowly (must be the warm weather and the lack of heating over the winter), so I assume it will need to be replaced. Contacted BG Homecare and they were very quick to book an engineer. I contacted British Gas Homecare  a little later to  double check whether the cistern would be covered as the policy states that "A replacement of parts that we can’t repair." I thought I would double check so contacted British Gas Homecare via chat and  it seems that the only parts that can be replaced are stated in the second sentence which is "We will replace a pair of taps to a single item of sanitary ware where only one can’t be repaired". So it seems that only a single pair of taps can be replaced under the policy. After multiple attempts to verify whether this was the case, they still  could not confirm which parts  were actually covered under the policy and which are not  and advised me to contact Dyno team (their plumbing team). They then passed me onto the complaints section, again advised me to talk to their Dyno team as they didn't know whether it was covered under the policy. I don't mind paying for the cistern if necessary, I just wish that customer advisers at BG Homecare  could give a straight answer. Anyone else had experience with British Gas Homecare? Can't seem to get a straight answer from BG Homecare unfortunately.

Thanks in advance (sorry for the rant)


  • Muskey
    Muskey Forumite Posts: 246
    Ninth Anniversary 100 Posts Name Dropper
    Sanitary ware (incl. cistern) is not covered - see BG t&c online.
  • desthemoaner
    desthemoaner Forumite Posts: 322
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    We had BG Homecare cover on boilers and radiators for years, and never had any problems. They inevitably attended promptly when advised of a system fault and it was fixed with a minimum of fuss.

    However, if there is a t and c exclusion for sanity ware you would expect their customer advisors to know about it rather than employ waffle and evasion.
  • MisnerSpace
    MisnerSpace Forumite Posts: 17
    10 Posts First Anniversary
    Thanks both for you replies.
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