Terms & Conditions

These are Havering Heating's Terms & Conditions. They explain the rules for using our services, what you can expect from us, and your rights and responsibilities as our customer.

Please read these terms before using our services. By instructing us to carry out work or supply materials, you agree to these terms together with our Privacy Policy and Cookie Notice. The latest version always applies. We typically update these terms only when we introduce a new service, change how we provide a service, or need to comply with a new legal requirement.

"Services" means anything we provide across the trades we cover (plumbing, heating, drainage, bathrooms, kitchens and emergencies), including:

• Enquiries and estimates
• Project work and installations
• Repairs and servicing
• Emergency call-outs
• Workmanship guarantees

For the purpose of these terms, the following words have the following meanings:

• "Us / We / Our" refers to Havering Heating.
• "You" refers to the customer — the person or organisation for whom we agree to carry out work and/or supply materials.
• "Tradesperson" refers to the representative(s) appointed by Havering Heating to carry out the work.

We reserve the right to refuse or decline any work, and at our absolute discretion to designate the tradesperson who will represent us.

The total charge to you will consist of:

• Labour — the time spent by the tradesperson carrying out work, including reasonable time spent obtaining non-stocked materials, charged at our current hourly rates.
• Materials supplied by us, not exceeding trade purchase price plus a 25% mark-up.

You will only be charged for time spent on your work. Lunch and other breaks are not chargeable.

Where we provide a fixed price, the total charge will be a firm cost (manifest errors excepted), inclusive of labour and materials, and will be within 10% of the equivalent total hourly-rate cost.

Where we have given you a written estimate, the final charge should not exceed the estimate by more than 20%, but may be revised if:

• You instruct us (in writing or verbally) to carry out additional work not in the estimate.
• There is an increase in the price of materials after the estimate was issued.
• Further work is discovered that could not reasonably have been anticipated when the estimate was prepared.
• A manifest error is discovered in the original estimate.

A detailed insurance report (in addition to the estimate and invoice) will incur a nominal charge of £25.00. We are not obliged to provide an estimate and are only bound by written estimates signed by an authorised representative. We are not bound by oral estimates or those containing manifest errors.

From time to time, at our discretion, we run offers and incentives. These will be clearly defined together with any specific terms. Offers may only be combined at our discretion. This includes any computer-aided design (CAD) conceptual artwork for bathrooms.

Collection of non-stock items is chargeable, however:

• Time taken will be kept to a reasonable minimum and should not exceed 45 minutes.
• If collection is likely to exceed 45 minutes you will be notified in advance with the reason.
• Only one tradesperson will leave the job to collect materials, where size and weight allow.

Once you agree to estimated or pre-booked work, a deposit of 75% of the total is payable immediately. We reserve the right to request full payment in advance at our discretion.

On completion you will be invoiced and payment is due on receipt. We reserve the right to charge interest on any unpaid amount at 4% over the Bank of England base rate until paid in full. We accept cash, card and bank transfer. We do not accept cheques.

You accept sole liability for payment unless, when you first instruct us, you disclose that you are acting on behalf of a third party.

We take the utmost care to avoid unnecessary damage to your home. However, some installations require lifting floorboards, removing flooring, or drilling into walls and ceilings. Due to the age of many properties and other factors beyond our control, some minor damage may be unavoidable. Making good or redecorating is not included in our quotation unless explicitly stated.

We accept no liability for repairs or redecoration unless damage has occurred as a direct result of negligence by our engineers — in which case we will rectify it at no cost to you. By proceeding with a booking, you acknowledge that some level of disruption or redecoration may be required.

The quoted price does not include rubbish removal. Recyclables are placed in your recycling bins and non-recyclables in your normal rubbish. Large items removed during the work are left for you to arrange council collection or removal by a third-party waste company at your cost. Due to the volume of work we carry out, we cannot dispose of customer waste ourselves.

Where the date and/or time for work is agreed, we will use reasonable endeavours to attend on time. We accept no liability for non-attendance, late attendance, or for late or non-delivery of materials. We will not be liable for any delay caused by circumstances beyond our reasonable control and are entitled to a reasonable extension of time.

If you need to cancel or rearrange a booking, please notify us — preferably by phone — by the end of the working day before the scheduled booking. For cancellations made further in advance, please call and request written confirmation so you are not liable to be charged. Cancellations made immediately before work begins or materials are supplied will leave you liable for time, materials and lost profit.

Havering Heating is committed to providing professional, top-quality service. If you are not wholly satisfied with our work, you must give us written notice within 12 months and allow us (and our insurers) the opportunity to inspect and carry out remedial work. If you fail to do so, we will not be liable for any defect.

For your peace of mind we provide a 12-month guarantee on labour carried out by a Havering Heating tradesperson, in respect of faulty workmanship only. This runs from completion of the work and is in addition to any manufacturer's warranty.

The guarantee is reduced to 6 months on pipework that we connect to existing pipework. Where pipework is all-new end-to-end and installed by us, the guarantee is the full 12 months.

The guarantee will be void if the work or appliance is:

• Subject to misuse or negligence.
• Repaired, modified or tampered with by anyone other than a Havering Heating tradesperson.

We do not guarantee:

• Materials supplied by you, or any consequential damage arising from them.
• Blockages in waste or drainage systems.
• Work carried out at your instruction against the written or verbal advice of the tradesperson.

Work is only guaranteed where we have undertaken it directly and full payment has been made. Non-related faults arising from recommended work that has not been carried out by us are not guaranteed. Where we work on installations of inferior quality or over ten years old, no warranty is given.

We are only liable for rectifying our own guaranteed work. We are not responsible for damage or claims resulting from work that was overlooked, recommended but declined, or otherwise not undertaken by us. We will not be liable for delays caused by circumstances beyond our reasonable control and are entitled to a reasonable extension of time.

We are entitled to recover costs or damages from any tradesperson whose negligence or faulty workmanship makes us liable. You are solely liable for any hazardous situation covered by the Gas Safe Regulations or any Gas Warning Notice issued by a Havering Heating tradesperson. Our engineers operate under their own individual Gas Safe registration and are solely responsible for their gas-related work.

Goods supplied and delivered by us remain our property until paid for in full. While they remain our property, we have the absolute authority to:

• Retake, sell or otherwise dispose of all or any part of these goods.
• Enter any premises where the goods are installed, stored or kept.
• Seek a court injunction to prevent you from selling or transferring the goods.

Risk in the goods passes to you on delivery. You must insure them at replacement value and produce evidence of insurance on request.

These terms may not be released, discharged, supplemented, varied or modified except in writing signed by a duly authorised representative of Havering Heating and by you. Our terms prevail over any terms used by you or referred to in your documentation. By entering into a contract with us you agree to waive the application of any such conflicting terms.

These terms and any contract between us shall be governed by and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English courts.