Cambs Heating Ltd – Terms and Conditions
In these terms and conditions:
• “Customer” refers to the individual or entity for whom Cambs Heating Ltd is performing work.
• “Company” refers to Cambs Heating Ltd, or, where applicable, any subcontractor performing work
on behalf of the company.
• “Agreement” refers to the contract between the Customer and the Company to carry out work, to
which these Terms apply (e.g., booking an appointment or accepting a quote).
• “Works” refers to the tasks outlined in the Company’s quote, estimate, any related documents, or
emails, which may be modified by written agreement between the parties.
• For the purposes of these Terms, “in writing” includes communication via email and any document
stored on a portable device. Signatures captured on a portable screen are also considered as
being “in writing.”
By booking an appointment or accepting a quote, the Customer agrees to the following terms and
conditions:
1. Booking Appointments
1.1 – The Company’s standard working hours are from 8:00AM to 4:00PM, Monday to Friday (excluding
bank holidays).
1.2 – Appointments are scheduled on a first-come, first-served basis.
1.3 – Booking times are approximate.
1.3.a – The Company will provide the Customer with a text and / or email confirmation of the
appointment date and a two-hour arrival.
1.3.b – Whilst we aim to get to the property during the arrival window, occasionally this is not
possible. In such cases we will endeavour to notify the Customer at the earliest opportunity.
Customers can receive a text notification when the engineer is en-route.
1.4 – The Customer is responsible for providing parking within 50 meters of the site. The customer should
inform us of any specific parking arrangements upon booking. Any parking charges or fines incurred due to
inadequate parking arrangements will be the responsibility of the Customer.
1.5 – The Company may occasionally have to reschedule appointments on short notice due to staff
sickness or emergency work that takes priority. We will notify the Customer as soon as possible in such
cases.
1.6 – To ensure a safe working environment, we ask that any pets be confined to an area where the
engineer does not need access during the visit.
1.7 – When booking an appointment, please include as much detail as possible regarding the nature of the
visit. Time is allocated based on the expected duration of the job.
1.7.a – Engineers cannot complete additional, unexpected tasks but may, at their discretion,
collect information or photos to allow us to provide a quote for further work.
Revised 20241.8 – Whilst the Company does operate an out of hours emergency call out service, we do not guarantee
availability 24/7, 365 days a year.
1.8.a – A premium rate applies to all out of hours appointments.
1.8.b – A minimum one-hour charge applies, subsequent time spent is charged in 30-minute
increments.
1.8.c – Payment to be taken whilst the engineer is on site.
1.8.d – Out of hours jobs will involve the company attending and isolating / making safe only. A
quote for works will follow if required based upon or standard quoting rate.
Before the appointment
1.9 – Before the appointment, the Customer should ensure that the area(s) the Company needs to access
are clear of any items to ensure proper access to the appliance and its components. We recommend that
any items that cannot be moved are covered by the Customer. If sufficient access is not available, we may
not be able to carry out the booked service, but this will remain chargeable.
1.10 – For non-combination boilers, please ensure that the heating system is cool upon our arrival so we
can properly test the system at its maximum rate.
Access
1.11 -The customer is responsible for providing sufficient access to the property for the purpose of the visit.
This may include all gas appliances, the gas meter, the entire length of the flue and its termination.
1.11.a – If sufficient access is not available, this may result in your appliance(s) being classified
as ‘at risk’, and any subsequent visits for re-inspection will incur additional charges.
1.11.b – If the property is a flat where the flue runs through the building, access will be required to
the communal servicing cupboards and, if necessary, the roof for inspection purposes.
1.11.c – Where a flue terminates onto a flat roof above one storey, the Company carries
inspection poles to facilitate inspection from an upstairs window. In most cases this should be
adequate for inspection purposes, however, the Customer is responsible for providing further
specialist equipment should this not be sufficient.
During the appointment
1.12 – If an appointment is scheduled for a boiler service and/or gas safety inspection and the appliance is
found to be in poor working condition, we reserve the right to perform a diagnostic visit. Any subsequent
visits to perform the service once the appliance is up to standard will be chargeable.
Revised 20241.13 – For gas safety inspections, if the installation fails the safety criteria, the inspection fee will still apply
as the service has been provided.
1.14 – For boiler repair appointments we allow up to an hour for the initial visit.
1.14.a – If we can repair the issue during the visit using parts from the van, we will do so and add
these to the invoice.
1.14.b – If additional time or parts are required that aren’t carried, we will issue you with a quote for
further works, in which case the initial visit remains chargeable.
1.14.c – Depending on the complexity of the repair, it is possible that that further exploratory works
may be required before a quote to repair can be issued.
1.15 – Engineers will require uninterrupted access to gas, water, and electricity throughout the visit. It may
also be necessary to temporarily turn off the water, electricity, or gas supply during the appointment.
1.16 – Toilet and hand washing facilities may be required during the visit. The Customer agrees to allow
the use of these facilities, which will be left in a clean and tidy condition.
1.17 – While our engineers strive to work neatly, some mess may be unavoidable during repairs or
installations. The responsibility for cleaning up rests with the Customer.
1.18 – Adequate lighting must be available for the engineer to perform the work.
1.18.a – The Company is not responsible for any lights left on after the appointment.
1.19 – The Company may take photos or videos in the Customer’s property for quoting or record-keeping
purposes. The engineer may also be accompanied by other personnel, including managers, assessors, or
apprentices.
1.20 – Where the Company has a contract with a property letting agency, we may attend the property
without residents being present if keys are available from the managing agent.
1.20.a – Tenants will be given at least 24 hours’ written notice of our visit. Should we be able to
attend sooner, permission will be sought by telephone call.
1.20.b –The Company will not attend properties without the residents being present where there is
a dog in the property.
1.21 – The Company reserves the right to cancel appointments if there is an unattended person under the
age of 18 on the premises. In such instances, a minimum charge of one hour will apply.
1.22 – If the engineer finds any appliance(s) to be unsafe, appropriate actions will be taken (see ‘Unsafe
Appliances’ section below). The visit will be charged regardless. Any additional visits required to address
the issues will also be chargeable, with quotes provided where possible.
Unsafe situations
Revised 20242.1 – As GasSafe™️ registered engineers, we are required to follow strict legislation as part of our duties
under the “Gas Safety (Installation and Use) Regulations 1998 (GSIUR)”. If the engineer finds an
appliance to be unsafe the appropriate actions will be taken (See below).
2.2 – AT RISK appliance(s): This classification means one or more recognised faults have been found that
could constitute a danger to life or property without further faults developing.
2.2.a – If the appliance is deemed to be “At Risk” we will label the appliance with a “danger do not
use” sticker and issue a gas warning notice by email with details of the defect(s).
2.2.b – We will ask the responsible person for permission to turn off the gas to the appliance. For
AT RISK appliances, the responsible person has a right to refuse this, but it is strongly
recommended that remedial works take place as soon as reasonably possible. If disconnected,
you won’t be able to use the installation until it’s been repaired and made safe.
2.2.c – If the responsible person is not present, the appliance will be turned off.
2.2.d – A quote for further works will be issued where possible.
2.3 – IMMEDIATELY DANGEROUS appliance(s): An installation that’s been classified as ‘immediately
dangerous’ is considered an immediate danger to life and property if left operating.
2.3.a – If the appliance is deemed to be “Immediately Dangerous” we will label the appliance with a
“danger do not use” sticker and issue a gas warning notice by email with details of the defect(s).
2.3.b – The engineer will disconnect the gas at the gas meter with your permission. If permission is
not given to disconnect the gas at the meter, the engineer must report the situation to the Gas
Emergency Service Provider (Cadent), which has legal powers to disconnect the gas supply
and make the situation safe.
2.3.c – If the responsible person is not present to give permission, the gas will be disconnected at
the gas meter.
2.3.d – A quote for further works will be issued where possible.
2.4 – As the gas meter and the pipework leading to it belong to your supplier, it may be the case that
Cadent (the gas emergency service) may be required to attend to remedy a fault.
2.4.a – It is the customer’s responsibility to contact Cadent directly when advised, who will usually
attend within 2 hours of the call.
2.4.b – Should a follow up visit be required from the company following Cadent’s attendance,
please call us to book this in. All follow up visits are chargeable.
Cancellations
3.1 –We are happy to issue full refunds or accept cancellations without charge for appointments where
there is at least 48 hours’ notice provided in writing to [email protected].
3.2 – Cancellations made within 48 hours of the scheduled appointment will incur a cancellation fee.
Revised 20243.2.a – Within 48 hours a 50% cancellation charge will apply.
3.2.b – Within 24 hours a 100% cancellation charge will apply.
3.3 – Where a deposit has been paid for quoted works and it is less than 48 hours business notice before
the appointment, we reserve the right to retain the deposit in the event of cancellation.
3.3.a – If a quoted job is cancelled with more than 48hours notice, we reserve the right to recover
the costs of any specially ordered materials that cannot be refunded.
Charging structure
4.1 – The Company charges for time spent performing work at our standard hourly rate. This includes time
spent on-site, travel time, time spent collecting parts, and any related administrative tasks.
4.2 – A minimum call out charge of one hour applies to all appointments, regardless of the work performed.
This applies whether the work is billed at an hourly rate or for quoted works. If, for any reason, work cannot
be carried out during our visit, the minimum one-hour call-out charge will still apply, along with any
additional labour costs beyond the first hour and the cost of any parts or materials used.
4.3 – After the first hour, labour is quoted / charged in 30-minute increments.
4.4 – For all quoted works, a 50% deposit is required to secure the booking.
4.5 – All visits are chargeable unless otherwise stated in writing.
4.6 – All prices are subject to VAT at the prevailing rate.
4.7 – Invoices are typically issued per visit unless otherwise agreed upon in advance, or for larger quoted
work.
4.8 – Any quotations provided do not override charges from previous visits unless explicitly stated in
writing.
4.9 – The Company reserves the right to withhold booking any further work if there is an outstanding
balance on the Customer’s account.
Materials
5.1 – The Company only installs manufacturer-approved parts from reputable suppliers that meet industry
standards and are verified to be of the correct technical specifications.
5.2 – Materials supplied by the Company will be subject to a handling charge.
5.3 – The Company cannot be held responsible for any delays in work due to supply chain issues with our
suppliers.
5.4 – When materials or hired equipment are required for a job (e.g., bathroom installations), the Company
may arrange for these to be delivered directly to the site.
Revised 20245.4.a – The Customer will be informed if this is the case and will be kept updated with any
information provided by the delivery company, including contact details and delivery dates.
5.4.b – The Company assumes no responsibility for delays or non-delivery of equipment or
materials by a third party.
5.4.c – The Customer is responsible for accepting the delivery and collection of any materials or
equipment at the site and for ensuring their safe keeping.
5.4.d – The Customer must inspect the delivered items and promptly report any damages to the
Company, providing photographic evidence where necessary.
5.4.e – If materials are delivered to the site, the Company may request payment for the materials
upon delivery. Any materials delivered to the site remain the property of Cambs Heating Ltd until
payment for the materials has been made or the works are completed.
5.4.f – If the Customer changes their mind about an item that is due to be or has already been
purchased or installed, any associated costs will be the responsibility of the Customer, and
payment for alternative materials will be required upfront.
5.5 – If the Customer wishes to supply their own general plumbing materials (e.g., taps, radiators), the
Company can quote to install only. Boiler parts must be purchased through the company to ensure these
are correct for the work required.
5.5.a – The Customer is responsible for ensuring that all necessary materials for the job meet the
required standards and are available on time for installation.
5.6 – The Company reserves the right to charge for the time taken to collect materials, parts, and
equipment from any supplier during the appointment unless the work has already been quoted for. If
materials are collected while the Company is on site, the time taken will be considered part of the work and
charged at the applicable rate.
5.7 – For any bathroom works, including tiling, the Company will use white sanitary sealant and white grout
unless the Customer specifies otherwise.
5.8 – If the Customer wishes to retain any old equipment or materials that will be removed during
installation work, they must inform us in advance of the appointment and notify the appointed engineer on
the day of installation.
5.9 – The Company reserves the right to re-enter the premises to remove any materials (whether fixed or
otherwise) in certain circumstances, such as non-payment or breach of contract.
Quotes
6.1 – All quotes are valid for 30 days.
6.1.a – We aim to issue quotes within two working days, or three working days for larger quotes.
Revised 20246.2 – A 50% deposit is required as standard to secure a booking for domestic quoted works.
6.2.a – Where the customer is entering a finance agreement through our provider, they can choose
to finance the whole job value, in which case no deposit will be required.
6.2.b – The company may not require a deposit from certain business customers for commercial
works where prior written agreement has been obtained.
6.2.c – The company does not require a deposit for air source heat pump installs installations.
6.3 – All quotes are based on the engineer’s expert opinion and/or information provided by the customer
with the intent to resolve a specific issue.
6.3.a – It is assumed that the rest of the system is in good working order and capable of
withstanding the works being carried out.
6.3.b – Occasionally, additional work may be needed beyond the quoted works to address
problems that were not initially apparent. In such cases, a separate quote for the extra work will
be issued.
6.3.c – Dependant on the age of the boiler and the cost to repair, the company endeavours to
provide a quote to repair and a quote for a new boiler so that the customer can make an informed
financial decision.
6.4 – All quotes are based on the estimated time required to complete the specified works and the cost of
materials.
6.4.a – The engineer will consider the average time needed to perform such works and factor in
any likely additional time for common issues that could arise during the job.
6.4.b – While the work may occasionally take more or less time than quoted, the price remains
fixed.
6.6 – If there is a change in the agreed scope of work or a cost increase of over 10% for materials after the
quote has been issued, the Company reserves the right to adjust the quote or final invoice accordingly. The
Customer will be informed of any changes that may incur additional costs during the appointment.
6.7 – If additional, unforeseen work is required after the quote is provided, these will be considered
separate from the original quoted works.
6.8 – If an internal error is discovered in the preparation of a quote, the Company reserves the right to
withdraw the original quote and issue a revised one for approval.
6.8.a – If a deposit has already been paid for the works where a quotation has been withdrawn by
the company, we will issue a refund.
6.9 – The Company is under no obligation to provide a quote to the customer.
6.10 – The Company will only be bound to quotes provided in writing and approved by an authorised
representative of the Company. The Company is not bound by any verbal quotes or estimates.
Revised 20246.11 – If a quote is accepted by the customer and later cancelled, the customer will reimburse the
Company for all expenses incurred, including labour, materials, and equipment hire.
Invoices / Payments
7.1 – Invoices are issued electronically by email or by an SMS link.
7.2 – All payments are due upon receipt of the invoice.
7.3 – The Company accepts payment via BACS or secure online card payment.
7.4 – The Company does not accept cash payments.
7.5 – Payments made via cheque will incur an additional £10 + VAT cheque processing fee.
7.6 – Any queries regarding an invoice must be submitted in writing within 7 days from the date the invoice
is issued, after which the invoice will be considered accepted by the customer.
7.7 – For account Customers with prior written agreement, full payment is due within 30 days of the
completion of work and receipt of the invoice.
7.8 – If the customer is represented by a third party (e.g., managing agent, landlord, tenant), and the
customer fails to make payment directly to us, the third party will be held responsible for the full payment.
7.9 – Automated payment reminders will be sent to customers periodically with outstanding account
balances.
7.9.a – Should the customer receive a reminder but believe that they have paid, it is the
customer’s responsibility to contact the company and provide evidence that they have made the
payment.
7.9.b – In the event of non-payment, we reserve the right to pass on any debts to a debt
collection agency which could negatively impact the customer.
7.10 – For larger ongoing works, the Company may invoice at intervals for works that have been completed.
Limitation of Liability
8.1 – The Company’s liability is limited to:
8.1.a – The repair or installation work as outlined in the quote.
8.1.b – Any damage to the Customer’s property caused by the Company’s negligence.
8.1.c – The Company is not responsible for damage to wallpaper, paint, masonry, tiles, carpets,
furniture, or similar items caused by an existing defect.
Revised 20248.2 – The Company will make every reasonable effort to avoid causing damage. It is the Customer’s
responsibility to clear the working area of personal possessions, including furniture and flooring (where
required) to allow free access to the working area(s). In the event where it is necessary for the company to
move possessions, furniture or flooring to undertake works, we accept no liability for any damage that may
be incurred during this process.
8.3 – The Company disclaims any liability for damage caused during investigative or repair work on
plumbing, gas, or drainage systems.
8.3.a – The company may have to open walls, floors or ceilings to perform investigative works.
We are not liable for / responsible for the making good following of said openings following any
investigative or repair works. This includes, but is not limited to, the removal of bathrooms,
panels, furniture, tiles, flooring, and alterations to interior or exterior walls/ceilings where pipes are
installed, as well as any consequential damage.
8.4 – The Company is not liable for issues arising from general maintenance activities, such as, but not
limited to, PCB damage when turning appliances on or off, leaks from valve spindles when used for
isolating an appliance, or blockages in pipes or sensors caused by draining the appliance or pipework.
8.5 – While engineers representing the Company will take reasonable care to avoid damaging existing
wiring, plumbing, and other services at the Customer’s property, the Company cannot be held responsible
for any consequential damage to installations that are not clearly visible.
8.6 – All gas appliances should be capable of withstanding routine servicing and maintenance. If the
appliance develops faults after a routine service, it indicates a pre-existing issue and we do not accept
liability in such cases. A boiler service does not guarantee that the appliance will remain issue-free for any
period. Any further visits or call-outs related to the appliance will be chargeable.
8.7 – When working in commercial premises, the Company will not be liable under any circumstances for
business interruptions.
Communication
9.1 – The Company is dedicated to a paperless process.
9.1.a – All documents, including boiler servicing records, gas safety inspection certificates, gas
warning notices, quotes and invoices are provided electronically.
9.1.b – Physical boiler servicing records can be completed if readily available at the start of the
appointment beside the appliance.
9.1.c – Customers can request hard copy boiler servicing records / gas safety certificates for an
additional £10. This should be requested at the time of booking and will be posted to the
customer within 7 days following the appointment.
9.2 – It is the Customer’s responsibility to ensure their details are correct.
Revised 20249.2.a – If any document contains incorrect information (e.g., a gas safety certificate with an
incorrect postcode), the customer should contact us within 7 days from the document issue.
9.4 – Engineers may use mobile phones, tablets, or other electronic devices during appointments. This can
include making or receiving business calls as and when necessary.
9.5 – If a UK mobile number is provided, the Company will send booking confirmation texts with
appointment details, a reminder for appointments booked more than 2 days in advance, a notification when
the engineer is en route, and an arrival confirmation. These texts are sent automatically, and the Company
accepts no responsibility if texts are not delivered due to being input incorrectly or software issues.
9.6 – The Company office is staffed on a part-time basis, so we may not always be available to take calls or
respond to emails immediately. While we strive to reply as soon as possible, same-day responses cannot
always be guaranteed.
9.6.a – Any visits to the company premises should be pre-booked to ensure someone is
available.
Workmanship Guarantee
10.1 – The Company offers a one-year workmanship guarantee on all installations and repairs, excluding:
10.1.a – Work related to blockages in waste and drainage systems.
10.1.b – Fractures or blockages in frozen pipes or drainage systems attended by the Company.
10.1.c – Loss of pressure in systems due to the possibility of multiple leaks (specific repairs
carried out by the Company will be guaranteed).
10.1.d – Work carried out at the Customer’s instruction that goes against the Company’s
recommendations.
10.1.e – Work performed by subcontractors will be covered under their own respective
guarantees.
10.2 – Air source heat pump installations are subject to an extended two-year workmanship guarantee.
10.3 – All work will be completed with reasonable skill and care by a suitably qualified professional.
10.4 – If any issues arise within 12 months of completed work, please contact us, and we will inspect and
rectify the issue if it is due to our workmanship.
10.5 – If the inspection determines the issue is not related to our workmanship, the visit and any further
work will be chargeable.
10.6 – The Company’s insurers must be allowed to inspect the work and any alleged defects if required.
10.7 – The workmanship guarantee will be void if the work or appliance provided by the Company has
been:
Revised 202410.6.a – Not fully paid for by the Customer.
10.6.b – Subject to misuse, negligence, or intentional damage by the Customer or a third party.
10.6.c – Subsequently repaired, tampered with or modified by anyone other than the Company.
10.6.d – Not accompanied by sufficient evidence that the work was Company.
originally carried out by the
10.6.e – Affected by a fault or damage caused by materials supplied by the Customer.
10.6.f – The workmanship guarantee is between company and the specific customer and cannot
be transferred between property owners.
10.7 – The Company will not be responsible for any damage or defect resulting from recommended work
that was not carried out.
Manufacturer warranties –
11.1 – The company can offer the customer manufacturer warranties with certain installation works
completed by the company. Specific details of which will be outlined in the quote.
11.1.a – In such cases, the warranty is an agreement directly between the customer and the
boiler manufacturer and not the Company.
11.1.b – The company will register the boiler or Air Source Heat pump with the manufacturer and
the documents relating to this should be emailed directly to the customer from the manufacturer
within 14 days of the install.
11.1.c – It is the customer’s responsibility to inform the company if the warranty docs have not
been received within 14 days of the install date.
11.1.d – In registering the guarantee please note that the company will share the customers data
with the manufacturer.
11.1.e – As standard we will register the customer as ‘Mr’ or ‘Ms’ on warranty
documentation. Should you wish to be registered under another title, please let us know.
11.2 – Should the customer have issues with an appliance under warranty following installation by the
company, servicing or otherwise, (for example, a boiler with an error code) the customer should contact the
manufacturer directly in the first instance. Any visits from the Company at the Customer’s request for a
component under warranty will be chargeable.
11.3 – As part of the manufacturers warranty agreement, the Customer must ensure they have the
appliance serviced annually, the cost of which is not included in the guarantee. Failure to do so will make
the warranty null and void.
Revised 202411.4 – Warranties for other equipment or components installed (e.g., thermostats, cylinders, water softeners
etc.) are between the Customer and the manufacturer.
11.4.a – All warranty documents will be left at the property after installation, and it is the
Customer’s responsibility to register the product with the manufacturer directly, retain any
paperwork and contact the manufacturer if any issues arise.
Permits, Licenses, Regulations, and Other Consents/Access
12.1 – It is the Customer’s responsibility to obtain any necessary permissions or permits from the property
owner, landlord, or planning authorities prior to any installation work carried out by the Company.
12.1.a – The customer must inform the Company in writing and in advance of quoting about any
planning restrictions that may be in place that would affect the quote. The company takes no
responsibility where we have not been informed of any restrictions and costs to rectify will apply.
12.1.b – The Customer must also ensure that any party wall agreements with neighbouring
properties, where required, are completed in advance of the Company attending.
12.2 – The Company will not be liable for any consequences resulting from the Customer’s failure to secure
required permissions or permits. Any associated costs due to such failures will be the responsibility of the
Customer.
12.3 – For drainage works or services, the Customer should provide the Company with a drainage layout
plan, if available. If such a plan is not provided, the Company reserves the right to charge additional fees at
the applicable rate if blockages occur in drains not identified or covered by the Customer.
Safety
13.1 – The Customer agrees to provide a safe and respectful work environment for all Company
employees attending the property.
13.1.a – The Company reserves the right to leave the property immediately if faced with rude,
abusive, or unsafe conditions. In such cases, the Customer will be charged in full, and no refunds
will be given if the site is vacated for reasons of safety, abuse, or disrespect.
13.1.b – It is at the Company’s discretion whether to schedule any return visits following incidents
of rude, abusive behaviour, or unsafe conditions.
13.1.c – The Company reserves the right to terminate any agreement if the work environment is
deemed unsafe for its engineers.
13.4 – The Customer assumes sole responsibility for any hazardous situations related to Gas Safe
regulations or gas warning notices issued.
Revised 202413.5 – For works in loft spaces, access must be provided via a fixed loft ladder, with a suitably boarded
walkway to the working area and permanent lighting available. If the boiler is within 2 meters of the loft
hatch, the hatch must have either a guard railing or be capable of being sealed while the engineer works.
Asbestos
13.5 – The Customer must inform the Company if there is any known asbestos or other hazardous
materials in the working area.
13.5.a – It is the Customer’s responsibility to arrange and pay for the safe removal and disposal of
asbestos by a specialist asbestos contractor. The Company can assist with this process, but the
agreement is between the customer and the contractor.
13.5.b – Where removal of asbestos has occurred, a waste disposal note, and a clean air
certificate will be required by the company as proof of removal and that the area is safe before we
can proceed with any works.
13.6 – If a material is identified during quoting as potentially containing asbestos in the working area that
may become disturbed, the company will require a certificate from a licensed contractor confirming the
negative presence of asbestos before commencing any quoted works.
13.7 – Whilst we make every effort to identify potentially asbestos containing materials that could become
disturbed during the quoting stage, this isn’t always obvious.
13.7.a – Should potentially asbestos containing material be discovered by the company once
quoted work has already commenced, work will be halted whilst the customer obtains a test from a
licensed contractor.
13.7.b – If result is negative for asbestos, we can resume work.
13.7.c – If the test is positive for asbestos, the customer will need to make arrangements for the
safe removal (or encapsulation) of the identified asbestos and following this provide us with a
waste disposal note and where the asbestos has been disturbed, a clean air certificate.
13.8 – Some very old boilers may have components made of Asbestos.
13.8.a – The company is not able to disturb any asbestos containing internal boiler parts.
13.8.b – Where an asbestos containing boiler is failing due to the asbestos containing parts, or
other parts that will potentially disturb the asbestos parts, a quote for a new boiler will be issued.
13.8.c – Where a quote for a replacement boiler is issued, the customer is responsible for
arranging the disposal of the appliance by a licenced contractor.
Revised 2024Roofing works
14.1 – Roofing works may be required for some quoted works. If roofing works are required for quoted
works this will be made clear in the quote.
14.1.a – It is the Customer’s responsibility to arrange and pay for the roofing contractor. The
Company can assist with this process, but the agreement is between the customer and the
contractor.
Force Majeure
15.1 – The Company will make every reasonable effort to complete the works as scheduled but will not be
held liable for delays or inability to complete the works due to events or circumstances beyond the
Company’s reasonable control.
Removal of Waste
15.1 – The Company is not responsible for the removal of any waste materials unless specified in the
quote.
15.1.a – For larger works the company may include a skip or a skip bag in the quotation from a
third party.
15.1.b – All waste disposal containers should be sited in a suitable location, and it is the customer’s
responsibility to obtain any permits that may be required for this from the council.
15.1.c – The waste collection is completed by a third party and typically occurs within 7 days
following the collection request. The company takes no responsibility for delays in collection.
15.1.d – Should the customer choose to cancel any work of a third party arranged by the company,
the customer agrees to bear any additional costs associated with this.
Routing of Pipework
16.1 – The company will install pipework based on functional engineering needs, and not solely on
aesthetics.
16.1.a – The customer should discuss any specific requests they have with regards to pipework
with the Company during the quoting stage.
16.1.b – The Company will not bury pipework in walls, underground, or box it in unless explicitly
stated in the quotation.
Revised 2024Intellectual Property Rights
17.1 – All content on the Company’s website, including logos and graphics, remains the sole property of
the Company and must not be reproduced or distributed without prior written consent.
17.2 – The Company may occasionally use photographs of completed work for marketing purposes on its
website and social media.
Personal information
18.1 – We currently collect and process the following personal information:
Names
Addresses of properties they live in or own and rent out.
Email addresses
Telephone numbers
18.2 – Most of the personal information we process is provided to us directly by customers so that the
company can make an appointment and attend for plumbing / heating / gas related services.
18.3 – The company also receives personal information indirectly on behalf of landlords and letting
agents (eg Redmayne, Arnold and Harris / RAH Building and Leaders), who provide us with their
tenant’s details so that we can make appointments and attend properties they manage for
maintenance purposes.
18.4 – The company may share personal data with manufacturers when registering an appliance for
warranty purposes (eg boiler warranty). They may also contact the customer to remind them of their
annual service and for product recalls. This would be limited to Name, Address, telephone number
and email address.
18.5 – Where applicable, the company / manufacturer has a legal obligation to share personal
information with the Gas Safe™️ register.
18.6 – The company may share personal data with Cadent (the gas emergency service) where there
is an unsafe situation, and they are required to attend.
18.7 – Under the General Data Protection Regulation (GDPR), the lawful base we rely on for
processing this information is your consent. You are able to remove your consent at any time. You
can do this by contacting [email protected]
18.6 – Customer information is securely stored on ServiceM8 field management software, which is
GDPR compliant. Customers have a right to withdraw their consent at any time and we will remove
their personal data from our system.
Revised 202418.7 – Customers have the right to ask for copies of their personal information held, change
inaccurate personal information, erase personal information held, restrict or object to the processing
of personal information, object to the sharing of personal information to third parties (in which case we
may not be able to process any appliance warranty. The customer is not required to pay any charge
for exercising your rights. If you make a request, we have one month to respond to you. Please
contact us at [email protected] if you wish to make a request.
18.8 – If you have any concerns about our use of your personal information, you can make a
complaint to us at [email protected] .You can also complain to the ICO if you are unhappy
with how we have used your data https://www.ico.org.uk
Complaints
19.1 – In the unlikely event of a problem with the service provided by the Company, the Customer must
submit their complaint in writing to [email protected] at the earliest opportunity.
19.2 – Upon receipt of the complaint, the Company will aim to investigate and resolve the matter within 28
working days.
