FAQs

Our contracts are 12 months in duration from your Commencement date. Your contract will auto-renew so you don’t lose cover, we will write to you and confirm if there have been any significant changes to your terms of cover or pricing.

If you report an emergency to us (like a significant and uncontrollable water leak), we will aim to have an engineer with you within three hours, 24/7/365. If it’s not an emergency, then we will attend during usual working hours between Monday and Friday and we’ll aim to get an engineer to you the same day if you contact us in the morning, or within 24 hours if you contact us later in the day. In all cases, we’ll agree and confirm that time with you in advance. Over 90% of our call out are the same day. If you smell gas please call the National Gas Emergency Service on 0800 111 999 urgently before calling us, this is a free service.

We send all our O’Neil Care members a postcard every year directly to your house to remind you that your service is due. This is an automatic system our computer systems manage for us and has worked very effectively over the last decade. From feedback from our membership, they prefer the freedom to choose a date & time that suits them the best. We have made it at easy as possible to book your free service, you can email us at info@oneilgas.co.uk, phone us on 01292 619799 or even drop us a DM on Facebook, quoting your address & we will do the rest.

When you sign-up to O’Neil Care, you will have the reassurance of being able to contact us 24/7, & have a gas engineer, plumber or electrician attend your property at any time of the day or night if you have an emergency. Depending on what level of cover you have with us will depend on what is covered. We have provided a guide on the “What is covered” page. For more information, please refer to this page.

No. There are no limits.

We’re proud that we employ our own local Gas Safe Registered Engineers and Select accredited Electrician’s. This provides us with greater ownership and quality control over their work, unlike some providers who outsource all their work to subcontractors. Also allows us to respond quicker to breakdowns.

An excess is an additional fixed price payment due each time you ask us to attend a new breakdown when you are on Silver Care which covers parts and labour required to resolve the issue. We will inform you of this prior to any call out request being actioned, and the excess will be taken from you shortly after we have attended the visit if you pay by direct debit, from the bank account you use to pay monthly. If you pay annually, the payment must be taken in advance. It doesn’t apply to your boiler service visit.

Your start date (or ‘Commencement date’ in the terms and conditions) is usually 1-2 days working days after you have submitted your application – we’ll write to you to confirm everything. There’s an initial 21 day period from the commencement date where you can’t claim (which helps us to keep our prices so low), so if you have cover with another provider and don’t want to be without the protection, cancel your cover with them on a date which coincides with your O’NeilCare being available for call outs. You will need to contact them yourself though, unlike a mobile phone contract for example. Remember to read your current provider’s terms and conditions to avoid any cancellation fees – you can also click here to get a template cancellation letter to use with them too.

As with all providers, there are some key exclusions to be aware of, but even though we may be cheaper than some competitors, our cover is as thorough as other providers. The key elements which are not covered from a boiler and central heating system perspective (which also aren’t by any other provider) are faults which have arisen due to sludge being present in your system, repairs where parts are obsolete and cannot be obtained through our supply chain or parts costs are deemed uneconomic by us, upgrades or improvements of your boiler or central heating system to bring them up to current standard and any repairs resulting from neglect or misuse. This is a repair contract and therefore does not include the replacement of the boiler or cylinders etc but where works are not covered by the policy, we will provide costs for to ensure you are not left without any options. In regards the plumbing, what is not covered is like most other providers. Things like external pipework, drainage, kitchen appliances, broken sanitaryware, showers, baths trace & access water leaks, saniflo, frozen pipes & ceramic taps etc.

We cover the vast majority of Combination, Condensing and Conventional gas, oil and LPG boilers, although boilers we do take on are subject to a maximum age of 15 years, and we request the last service date during the sales process also – if known – to help schedule your free boiler service. We check each application and if there are any issues, we will contact you immediately to let you know.

Open all windows and doors to allow the gas to escape.

Check to see if the gas has been left on, or if a pilot light has gone out. If this is the case, switch the appliance off. If not, there could be a gas escape.

Turn the main gas tap to the off position. The supply is off when the ridged line on the spindle is across the pipe.

Phone SGN’s emergency line: 0800 111 999.

It’s recommended that you do not use a mobile phone in the vicinity of a suspected gas leak.