Dear [Customer Name],
Thank you for raising your repair request and for choosing PlusHeat as your service provider.
Following review, we regret to inform you that this particular issue is not covered under your current plan, as the source of the fault is not readily visible or directly accessible. Work of this nature is classified as “trace and access,” which falls outside the scope of cover outlined in the PlusHeat Terms and Conditions.
What you can do next:
Contact your home or buildings insurance provider, as many policies include trace and access cover.
Arrange for a local contractor to expose the affected area so the fault becomes accessible. Once access has been created, we will gladly attend and complete the repair in line with your plan terms.
If you would like to discuss upgrading your cover to include additional protection options, our team would be happy to guide you.
We understand that this may not be the outcome you were hoping for, and we sincerely appreciate your understanding. Our aim is always to support you as best we can within the terms of your agreement.
If you would like to discuss this further, please contact us:
We remain committed to supporting you and look forward to assisting you further.
Kind regards,
PlusHeat Support Team