Dear [Customer Name],
Thank you for raising your repair request and for choosing PlusHeat as your service provider.
We can confirm that home security is included within your current plan. However, under the PlusHeat Terms and Conditions, home security cover applies in emergency situations only. This relates specifically to ground floor windows and external doors that have been damaged or compromised in a way that poses an immediate risk to the security of your property.
After reviewing your request, the issue reported is not currently causing an immediate security risk or emergency. As a result, it does not fall within the emergency home security remit of your plan at this time and is therefore not covered under your policy.
That said, we are still happy to assist. You have the following options:
Out-of-plan attendance: We can arrange for an engineer to attend at a fixed charge of £129 for the first hour. Any additional labour or parts required beyond this will be chargeable if the work falls outside the remit of your plan.
Third-party contractor: You may choose to arrange a local security or locksmith specialist to carry out the repair independently.
We appreciate that this may not be the outcome you were hoping for, and we remain committed to supporting you wherever possible.
If you would like to proceed, please contact us:
Kind regards,
PlusHeat Support Team