Full Management & Protect
ARISTX Infrastructure Protection
What is included with ARISTX full management: repairs to the boiler and controls, central heating, plumbing, drains and home electrics, with no call-out charge.
Last updated: 1 October 2026 · ARISTX Ltd, Company No. 16987443 · VAT No. 516 1228 21
Infrastructure Protection is part of ARISTX Full Management & Protect. While a property is under ARISTX full management, we arrange and pay for qualifying repairs to the systems on this page, with no call-out charge, no excess and no repair invoice to the landlord. This page sets out what is and is not included. It describes a service included in your management fee; it is not an insurance policy, and ARISTX is not an insurer.
1. What every repair includes
- Parts and labourFor every qualifying repair, with no call-out charge.
- No limit on the number of repairsEvery qualifying fault is put right, however often it happens.
- Access and making goodUp to £1,000 including VAT per repair to reach the fault and leave a level, safe surface afterwards.
- Accidental damageTo the systems below. Deliberate damage and misuse are not included.
- Annual boiler serviceOne service visit each year for a qualifying boiler.
- 12-month guaranteeOn the parts we supply and the work our engineers carry out.
2. Boiler and controls
Included
- Repairs to a single natural gas or LPG boiler, or warm-air unit, designed for home use with a heat output of up to 70kW
- The controls that run it: programmer, thermostats, motorised zone valves and the central heating pump
- A room-sealed flue up to one metre long, and the flue terminal
- A replacement boiler if it cannot be repaired and is less than seven years old
- Replacement controls and room-sealed flues that cannot be repaired
- The gas supply pipe (from the gas meter to the boiler and other gas appliances): repairs, and replacement of visible, accessible sections that cannot be repaired
Not included
- Replacing a boiler that cannot be repaired and is seven years old or more
- Open flues, and flues over one metre long
- Resetting controls or replacing their batteries
- Heat pumps
- Controls designed only for underfloor heating
- Parts that supply a swimming pool
- Steel gas supply pipes, and gas supply pipes that are not visible or accessible
- Replacing or topping up system inhibitor, unless our engineer removed it
3. Central heating
Included
- Repairs to the heating and hot water system, including the expansion tank, radiators, bypass and radiator valves, and warm-air vents
- Hot water cylinders and immersion heaters, including wired-in timer switches
- The pipes that connect the central heating system
- Replacement of central heating parts that cannot be repaired
Not included
- Showers, their parts and shower pumps
- Taps (see Plumbing)
- Parts designed only for underfloor heating
- Electrical elements in radiators
- Curved or designer radiators: a standard radiator is fitted instead, or we fit one the landlord supplies (our responsibility then covers the fitting only)
- Replacing or topping up system inhibitor, unless our engineer removed it
- Parts that supply a swimming pool
- Elson tanks and other specialist cylinders
4. Plumbing
Included
- Repairs to the hot and cold water pipes from the internal stopcock to the taps, including garden taps and the flexible pipes to kitchen appliances
- The hot water cylinder and cold water tanks, including immersion heaters
- Toilet siphons, and isolation, ball and radiator valves
- The water supply pipe from the property boundary to the home
- Replacement of parts that cannot be repaired, including a pair of taps on one basin, sink or bath where only one tap cannot be repaired
Not included
- Showers, their parts and shower pumps
- Sanitary ware (toilet bowls and cisterns, basins, sinks, baths and shower trays), spa baths, seals and grouting
- Radiators (see Central heating)
- Parts designed to boost mains water pressure
- Water softeners, water filters, waste disposal units and taps that deliver boiling or filtered water
- Pipes to detached outbuildings, and outbuilding plumbing on a separate supply
- Swimming pools, ponds, water features, irrigation systems and free-standing garden taps, and the pipes that serve them
- Rainwater pipes and guttering
- Frozen pipes that only need defrosting
- Supply pipes that do not supply the home, and water meters
- Leak-detection devices fitted to the plumbing
- Excavation directly under the building where there is a risk to its foundations
- Elson tanks and other specialist cylinders
5. Drains
Included
- Unblocking drains to restore the flow
- Repairing drains where our engineer judges a repair is needed to restore the flow
- Repairing leaks from waste water pipes, and soil and vent pipes
- Replacement of parts that cannot be repaired
Not included
- Guttering and downpipes, manholes and their covers, soakaways, septic tanks, cesspits, drainage pumps, treatment plants and macerators, and their outflow pipes
- Cleaning and descaling drains
- Drains shared with other properties
- Excavation directly under the building where there is a risk to its foundations
6. Home electrics
Included
- Repairs to the mains electrical wiring and system, including the fuse box, light fittings, switches, sockets and isolation switches
- The immersion heater timer switch
- Extractor fans up to 15cm across
- Doorbells and smoke alarms wired into the electrics
- Outside lights fixed to the home or its outbuildings, less than ten metres above the ground
- Replacement of parts that cannot be repaired
Not included
- Replacing the fuse box where suitable parts to repair it cannot be found
- Electrical appliances, burglar alarms and cameras
- Showers and shower pumps, cooker extractor hoods, storage and panel heaters, and underfloor heating
- Swimming pools, detectors, timers and programmers, plugs, and solar panels and their inverters
- The supply cable up to the fuse box or mains isolation switch
- Power cables to detached outbuildings, outdoor fittings and appliances
- Outbuilding electrics on a separate electricity meter
- Electric vehicle chargers
- Rubber or lead-covered cables, and complete rewires
7. Not included in any area
- Existing faults. Faults or design faults that were already there when protection for the property began; faults the landlord has been told about and has not had fixed; faults that could not reasonably have been known about, such as unprotected pipes buried under concrete; and faults that cannot be reached because part of a system has been permanently built over.
- Sludge, limescale and debris where we have advised that a system clean, powerflush or other improvement is needed and it has not been carried out.
- Damage normally covered by buildings insurance, such as extreme weather, flooding, escape of water, subsidence and other structural problems, fire or explosion.
- Knock-on damage and losses. Damage to the building, decoration, furniture or belongings caused by a breakdown (for example water damage from a leak), and indirect losses such as lost rent or travel costs.
- Restoring finishes. Making good leaves a level, safe surface; it does not restore the original tiles, flooring, decoration or planting.
- Deliberate damage or misuse of any part of the system.
- Other people’s work. Work carried out by anyone not approved by ARISTX, and damage it causes.
- Supply problems. Damage caused by changes in, or problems with, the gas, water or electricity supply. Turning off the external water supply stopcock is a matter for the water supplier.
- Improvements and upgrades, including replacing parts that still work (for example smoke alarms past their recommended date, or swapping working radiator valves for thermostatic ones). Where an improvement is needed for a system to be repaired safely and it is not made, repairs to that part may stop until it is.
- Steel or iron pipes, other than the water supply pipe from the boundary to the home.
- Smart and connected equipment. Energy and heating management systems, internet connections, network hubs, smart speakers and the software or signals of connected devices.
- Asbestos. If asbestos has to be removed before work can continue, the landlord arranges and pays for its removal.
- Cash in place of a repair, or of a service visit.
- Properties not used as homes, including properties used mainly for business purposes.
8. When protection applies
- Protection applies to each property while it is under ARISTX Full Management & Protect, from the date management of that property begins, and ends when ARISTX’s management of it ends.
- Faults first reported in the first 14 days after protection for a property begins are not included; they are handled as ordinary maintenance.
- First visit. At the first service visit our engineer checks that the boiler and central heating are suitable and free of existing faults. If work is needed first, we will tell the landlord what it is and what it costs; repairs to the boiler and central heating are included once that work has been done.
- Annual service. One boiler service visit is included each year. The tenant needs to give access on the booked date, and a missed visit may not be possible to rebook within that year.
- Infrastructure Protection does not replace landlord buildings and contents insurance, which landlords should keep in place.
9. Reporting a fault and response times
Tenants report faults to ARISTX through the tenant portal, or by email to maintenance@aristx.uk; landlords can report through the landlord portal. ARISTX arranges the engineer and keeps everyone updated. We aim to attend within these times:
| Emergency | No heating or hot water where that creates a medical risk to someone living in the property, or an uncontainable boiler leak that is damaging the property. We aim to attend the same day or the next day, 24 hours a day, 7 days a week. |
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| Priority | No heating or hot water, or a contained boiler leak that is damaging the property. We aim to attend within two days. |
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| Standard | All other faults, such as a dripping radiator. We aim to attend within five days. |
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- At very busy times, such as cold spells, breakdowns are dealt with first and service visits may be moved.
- Someone aged 18 or over must be at the property while our engineer works, and the tenant must give access. If access is repeatedly refused or missed, the repair may be closed.
- Our engineers will not start or continue work where conditions are unsafe, for example hazardous materials, pest infestation, or verbal or physical abuse.
- Replacement parts are of similar function and quality but may not be the same make, model or finish; for example, standard white, brass or chrome fittings.
10. How this fits with your agreement
Infrastructure Protection is part of the ARISTX management service described in clause 8 of the ARISTX Property Terms. Anything not included on this page is handled as ordinary maintenance under those terms, with the price disclosed for approval before work starts, except where emergency action is permitted. We may update this page from time to time; the version in force when a fault is reported applies.
11. Questions
ARISTX Ltd
3rd Floor, 45 Albemarle Street, Mayfair, London, W1S 4JL
maintenance@aristx.uk · hello@aristx.uk
(020) 3030 5054 — Mon–Fri, 9am–5:30pm