How will you know my house is compatible?
We will ask you a number of questions to determine, as far as possible, that your house is compatible for your chosen Smart Thermostat. We would encourage you to answer these questions as accurately as possible, and contact your engineer if you’re unsure, as a failed installation could incur a revisit cost.
Is my heating system suitable?
Our service will install your chosen Smart Thermostat to a compatible wet central heating system, where you have an existing wired or wireless thermostat installed. Due to some system designs, the thermostat may only control your heating and not have the additional hot water functionality.
Installations that require alternations to upgrade the wiring or design, to make the thermostat compatible, are not part of this service. If your system does require alterations, our installer will be able to arrange for you to receive a quotation for this work, but this will be at additional cost to the standard installation. Due to some system designs, the thermostat may only control your heating and not have the additional hot water functionality.
Is my WiFi connection suitable?
The Smart Thermostat requires a strong WiFi connection, and therefore you need to ensure that there is a strong WiFi signal, and mains power socket, in the area of your home where you wish to place the thermostat (we recommend the Lounge, Kitchen or Hallway). You will also need access to a smartphone or tablet that has access to the WiFi connection, in order to install the system successfully. If you don’t have a strong WiFi connection, and a smartphone/tablet, you may incur a cancellation fee for the failed visit. Please download the Smart Thermostat app before the installation appointment.
Will any redecoration be required?
Please note that, although the installer will take all reasonable care to carry out the installation without causing unnecessary damage to your property, there may be some limited damage caused by the removal of existing fixtures and fittings and the installation of your new thermostat.
What if there’s a safety issue with my boiler?
If on the day of install, the engineer deems your system to be unsafe under the gas safety regulations, it will need to be fixed prior to installation and may need to be shut down for your own safety. Where possible, our installer will be able to arrange for you to receive a quotation for this work, but this will be at additional cost to the standard installation. This work would be carried out under a separate arrangement and is not associated with your purchase from EE.
What if I need to reschedule my appointment?
If you would like to reschedule your appointment, you can do so free of charge, by calling the engineer up to 48 hours before the appointment. You will be given a direct number to contact the engineer after you’ve booked your appointment. If you reschedule less than 48 hours before your appointment, or need to do so more than once, you will incur a cancellation fee.
What if I wish to cancel?
If you wish to cancel your appointment, you can do so free of charge, by calling the engineer up to 48 hours before the appointment. You will be given a direct number to contact the engineer after you’ve booked your appointment. If you cancel less than 48 hours before your appointment, you will incur a cancellation fee.
What if I’m not home when the engineer visits?
The engineer will contact you on the day of your appointment and will confirm either an AM or PM time slot. If our engineer travels to your home and finds you’re not, and there isn’t an alternative responsible adult available to accept installation, or that your premises are incompatible, you will incur a cancellation fee.
If at any point in the future you wish to uninstall your smart thermostat, it must be replaced by a suitable alternative. We recommend that the original programmer and thermostat are kept in a safe place, should you believe that the Smart Thermostat may need to be removed.
Details of you, will be held by us (acting as data controllers) for the purpose of providing the installation service of a new smart thermostat, complaints handling, sanctions checking and fraud prevention, subject to the provisions of applicable data protection law and in accordance with the assurances contained in our website privacy notice (see below).
We collect and process these details as necessary to comply with our legal obligations, or otherwise in our legitimate interests in managing our business and providing our products and services.
These activities may include:
a. use of sensitive information about the health or vulnerability of you or others involved in your use of our installation service, in order to provide the services described in the Smart Thermostat installation terms & conditions, By using our services, you consent to us using such information for these purposes,
b. disclosure of information about you to companies within the AXA group of companies, to our service providers, agents and EE in order to provide you with the service, for fraud prevention, and otherwise as required or permitted by applicable law;
c. monitoring and/or recording of your telephone calls for the purposes of record-keeping, training and quality control;
d. obtaining and storing any relevant and appropriate photographic evidence of the condition of your property which is the subject of the use of our installation service; and
e. sending you feedback requests or surveys relating to our services, and other customer care communications.
We will separately seek your consent before using or disclosing your personal data to another party for the purpose of contacting you about other products or services (direct marketing). Marketing activities may include matching your data with information from public sources in order to send you relevant communications. You may withdraw your consent to marketing at any time, or opt-out of feedback requests, by contacting the Data Protection Officer (see contact details below).
We carry out these activities within the UK and the European Economic Area (the European Union plus Norway, Liechtenstein and Iceland) and Switzerland, across which the data protection laws provide a similar level of protection.
By using our services, you acknowledge that we may use your personal data, and consent to our use of sensitive information, both as described above. If you provide us with details of other individuals, you agree to inform them of our use of their data as described here and in our website privacy notice (see below).
You are entitled on request to a copy of the information we hold about you, and you have other rights in relation to how we use your data (as set out in our website privacy notice – see below). Please let us know if you think any information we hold about you is inaccurate, so that we can correct it.
If you want to know what information is held about you by Inter Partner Assistance or AXA Assistance, or have other requests or concerns relating to our use of your data, please write to us at:
Data Protection Officer
106-118 Station Road
Our full data privacy notice is available at: www.axa-assistance.co.uk. Alternatively, a hard copy is available from us on request.
If you have a complaint regarding your Smart Thermostat device, or anything else with regards to EE, please refer to the EE Terms & Conditions at:
If you have a complaint about the installation services provided under this agreement, you can write to the Quality Manager at:
AXA Assistance (UK) Limited
106-118 Station Road
Surrey, RH1 1PR
Phone: 01737 334235
If it is impossible for us to reach an agreement in resolution of your complaint, you may have the right to make an appeal to The Retail Ombudsman for an impartial assessment of your complaint by writing to:
The Retail Ombudsman
33 Floor, Euston Towers,
286 Euston Road
London, NW1 3DP
Or by contacting them using the following details:
Phone: 0203 137 8268
You will not be charged for use of this service.
Details on how to take your complaint further can also be found on the Online Dispute Resolution (ODR) platform http://ec.europa.eu/consumers/odr/index_en.htm, which has been set up by the EU Commission