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HOURLY RATE AND CALL OUT SERVICES
FIXED RATE AND QUOTATIONS
DAMAGE AND COMPLAINTS
QUOTATIONS
DEPOSITS
COMPLETION OF THE PROJECT
TERMINIATION OF THE CONTRACT
PAYMENT
COMPLAINTS PROCEDURE
Gas Safety Certificate
Electrical Installation Condition Report
Boiler Servicing
Boiler Repairs
Energy Performance Certificate
Ordering our services Our contract with you, and your service order, is legally binding at the point of order. You may cancel your scheduled visit at any time up to 24 working hours prior to the visit and only incur a partial charge of £6.50. Cancellations made after this time may incur an administrative charge of £47.00. If we are unable to fulfil your service visit we shall not be liable for any costs associated with our inability to fulfil your service visit.
We accept card payments by Visa, Visa Debit, MasterCard, American Express, Solo and Maestro. Payments for General customers have to made in advance and payment must be received prior to the booking time and date. We also accept payment by BACS transfer in settlement of an account. All prices shown on this site are in GB pounds and exclude unless otherwise stated. In order to secure a booking we may ask for your credit or debit card details. In the event of a chargeable cancellation or missed appointment your card will be charged the current fee as per Section A, subsection 1.1 and Section A, subsection 1.3. We reserve the right to use your card details to collect any outstanding balance payable on a job should payment in full not be made with 5 days of completion of the work and you have failed to make contact with us.
The information contained within this site is checked for accuracy however on occasions an error may occur. London Property Engineers Limited will not be liable for any errors to service descriptions or prices; however we will attempt to supply the service you require on a best endeavours basis.
We allocate 2 hour time slots from Monday to Friday for your visit (or weekends by prior agreement), and these are supplied on a first come, first served basis. Your engineer can arrive any time between the start of your slot and the end of your slot. Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will attempt telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.
If you are unable to keep a service appointment please contact us to re-book the appointment on admin@lpi-trade.co.uk or by using the London property inspections live chat function on the website as soon as possible. Cancellations made less than 24 Hours before the appointment is due (or 5.00pm on the Friday before a Monday visit) may incur an administrative charge of £47.00 If you are out at the agreed appointment time or inform us that you are unable to make your appointment within 3 hours of the start of your appointment slot, we will charge you a minimum of 80% of the job cost – this is to cover the cost of lost revenue.
Please note that all terms in this contract apply to any third party you instruct to be at a premises on your behalf e.g. if you have a tenant that will be giving us access to the property the same terms apply.
All of our services carry a three month warranty on parts and labour. If a problem recurs on a fault which we fixed or any fault occurs which directly relates to the work we carried out we will rectify the problem at our cost. If you ask us to visit you for a fault which is not covered by this warranty or is subsequently found to be due to user error, user damage or because of something that you have done to cause the problem, we will levy a call out charge of £70.0 . Subsequent time spent at the premises will be charged at the current prevailing hourly rate.
On some occasions, for instance to facilitate a repair or install a boiler, we may need access to the main stop cock in the premises that we have been ask to attend. In these circumstances we require you to:
A) Know or have found out where the stop cock to the premises is.
B) Have facilitated unhindered access to the stop cock.
C) Have ensured that the stop cock is in good working order.
You will be charged at the prevailing hourly rate should an abortive visit occur due to one or any of the above requirements not being met. In addition to this, if the stop cock is not in good working order and you ask our plumber to go ahead regardless, we will not be liable for any damage or consequential loss as a result of this whatsoever. You may wish to discuss your liability to costs for repair to mains water pipes or equipment serving your property with your local water company before you request our visit.
For jobs where an hourly rate is applicable, a credit or debit card will be required to book an appointment slot. Your card will not be charged immediately but may be used to collect any outstanding balance for work or other fees incurred (Such as missed appointment and cancellation fees) as per section 1.2. Where we are undertaking work for which a quote has been accepted by you, we will usually ask for a deposit. The balance of the work is payable within 5 days of completion of the work.
It costs us up to £100 to provide you with a quote, in fuel costs, vehicle wear and tear, staff wages, and IT costs and we respectfully request that having taken the time to provide you with a quote, you let us know if you wish to accept it or not.
Visits to quote for work are free by redemption – when booking an appointment to visit you, we will ask for your credit or debit card details to secure a booking slot, however we will not make any charge to your card at this point. As long as you inform us of your decision to either accept or reject our quote within 14 days of issue, we will delete your card details and no charge will be made. If we do not receive a decision from you, an administration charge of £25.00 will be charged to your credit or debit card. This fee helps us recoup some money towards the cost of having visited your premises to provide you with a quote.
For outstanding payments refer to Section C.
Parking & Congestion charges will be charged at cost and it is at the companies discression as to whether the charge will be applied to any particular order.
1. FIXED RATE AND QUOTATIONS
1.1 All necessary materials will be provided by us and where applicable itemised on the quote unless otherwise agreed.
1.2 Any quote or estimate is subject to revision if there are any changes to the nature or extent of the requested work. This may apply to both labour and materials. However the quote will not be amended without consultation with the client.
1.3 Time frames are guidelines and although we will endeavour to complete the work in the time frame intimated, we cannot be held responsible for extra time taken to due to unforeseen circumstances. Similarly, it may be that by employing extra resources we can finish a project more quickly than estimated, in which case the price of the quote will still remain the same.
1.4 It is not normally necessary to remove radiators, but if their removal is requested, it can be done for an additional charge. This charge will also cover their subsequent replacement.
1.5 We may on occasion request that tools be left on site overnight. The client reserves the right to decline such requests.
1.6 Quotes are valid for 28 days from issue.
2. DAMAGE AND COMPLAINTS
It is the responsibility of the client:
Assistance can be provided with the repositioning and/or removal of bulky furniture items and white goods, but will incur an additional charge. We reserve the right to decline to move white goods if the condition or position of the plumbing may incur a higher than normal risk of damage to the equipment or the property. We reserve the right to decline to move particularly heavy or bulky items if they present a higher than accepted health and safety risk.
2.1 We are usually happy to do favours for our clients over and above our quotations. However, past experience has proved that we are liable for any favours. Therefore we ask the client to sign a waiver for each job performed absolving us of any responsibility for any work undertaken that is not written into the quote. I.e. if it is not in the quote it is not covered by LPI Property Service Ltd.
2.2 Where items cannot be covered or protected, but could easily have been removed, we will request that they are removed before work commences. We cannot be held liable for damage to such items if they are not removed.
2.3 We will take every possible precaution to ensure that all vulnerable areas and any objects left in the work area are carefully and thoroughly covered and/or masked. However, there will always remain a very small risk of overspill or dust getting past these precautions. In the rare event of overspill, dust or other cosmetic damage, we will endeavour to ensure that it is satisfactorily cleaned.
2.4 We may take photographs of your property or complete a pre-existing damage form prior to the start of the project. In the unlikely event that we do damage your property, you will be covered by our insurance for the full amount. However, spurious claims that we can dispute with photo evidence or written agreement will incur a £50 charge per complaint to cover administration costs.
2.5 In the event of breakage or damage to the property LPI Property Service Limited will notify the client immediately and set out steps to remedy the situation. The client must notify LPI Property Service Limited, in writing within 24 hours of an alleged breakage or damage caused by our employees.
2.6 The client agrees to pay the invoice for work a maximum of 5 days after completion of the project. In the event that the client is unhappy with the standard of workmanship, the correct complaints procedure as show in these terms and condition must be followed.
2.7 All materials purchased for, or on behalf of the client, remain the property of London Property Engineers Limited until payment of the final invoice by the client to LPI Property Service Limited. In the event of dispute, the client agrees to allow access to the property to a representative of LPI Property Service Limited to retrieve all materials that remain the property of the company.
2.8 LPI Property Service Limited is not responsible for the performance or suitability of any materials, parts or products purchased directly by the client.
3. QUOTATIONS
The agreed final quote represents a written contract for the exact work to be completed.
Any agreement made verbally is not covered by the contract unless it has been written into said contract. The agreement is made between London Property Engineers Limited and the client. The client is identified as the name on the quotation.
LPI Property Service Limited will not enter into any dialogue, accept any requests or communicate in any way with anyone other than the client – except where the client has provided written permission that allows them to do so. Once agreed the client is liable for the full price of the quote. Please check your quotation carefully.
3.1 The quote written by LPI Property Service Limited for the client represents the requests of the client. It is not a builder’s survey and we will not be held liable for any task that is not included in the written quote.
3.2 The client will be expected to provide electrical power and Working Gas.
3.3 LPI Property Service are not liable for the loss of or damage to the works, materials on site or any property of the customer, unless the same is caused by negligence (as defined in the Unfair Contract Terms Act 1977) of, or breach of contract by, the builder.
3.4 The acceptance of a deposit and the request to begin the project signifies a full acceptance and commitment to be bound by these Terms and Conditions.
4. DEPOSITS
4.1 A deposit is required to cover material expenses.
4.2 All deposits must be made by telephone or internet payment unless agreed by LPI Property Service Limited.
4.3 Deposits are refundable at the discretion of LPI Property Service Limited.
4.4 The acceptance of a deposit and the request to begin the project signifies a full acceptance and commitment to be bound by the Terms and Conditions.
5. COMPLETION OF THE PROJECT
5.1 It is the client’s responsibility to make sure there available or a third party is available on the last day of the project for consultation, final snagging and final sign-off for the project. In the event that the client is unavailable, unless otherwise agreed in writing, the client accepts that the project has been completed to their satisfaction and payment in full is due.
5.2 LPI Property Service Limited is willing, at the request of the client, prior to agreement of the Terms and conditions to allow the client to retain the sum of 5% of the total invoice for 1 week. This is to cover circumstances beyond the control of either party, which may require a commitment from London Property Engineers Limited to return to the property for small repairs. The sum of 95% of the invoice is to be paid 24 hours after completion of the project.
5.3 LPI Property Service Limited is happy to provide invoices for businesses and individuals. However, payment is due within the time-scales as stated in the Terms and Conditions and the amount, unless amended by LPI Property Service Limited is fixed in the quotation. Therefore, the client is liable for payment, regardless of whether an invoice has been received.
5.4 The client agrees that the project is complete when the items on the quotation have been completed.
6. TERMINIATION OF THE CONTRACT
6.1 LPI Property Service Limited reserves the right to terminate the project at any time.
6.2 LPI Property Service Limited will not tolerate aggressive behaviour, rude behaviour, racism, nationalism, sexism, homophobia or ageism directed towards any of its staff or contractors.
PAYMENT
If you choose to settle your account using a credit card, a charge of 2.5% of the account value will be levied – this fee is not retained by LPI Property Service Limited but passed on to the credit card issuing company. Please note that the same applies to American express card payments.
For projects scheduled to take more than 1 week to complete. For final payment we accept all major credit / debit Cards or BACS transfers
Our engineers are permitted to accept cash, Please check with LPI Property Service Limited prior to the services been carried out with a member of staff – to pay for your deposit or completed job you must pay London Property Engineers Limited directly. Your account will remain outstanding until such time as LPI Property Service Limited receives payment directly by either a debit / credit card, Cash or by BACS transfer.
Engineers sent by LPI Property Service Limited to undertake work on our behalf are not permitted to accept work directly from you. Should you engage the services of any London Property Engineers Engineer to undertake such work at any time, a fee of 3 times that engineers monthly salary will become payable by you to London Property Engineers as a recruitment service fee.
The client agrees to pay the invoice a maximum of 24 hours after completion of the project.
A small minority of clients choose to ignore calls, are evasive, request multiple invoices, obfuscate or are unavailable for contact after the project has been completed and payment is due. LPI Property Service Limited reserves the right to process the outstanding invoice and receive payment within 5 days of completion. The client agrees that card or account information provided to LPI Property Service Limited, may be used to process the outstanding amount. London Property Engineers Limited are fully compliant with the Data Protection Act in this matter.
Should the outstanding balance not be settled within 5 days, London Property Engineers Limited reserve the right to levy an administration charge of £80.00
In the event that LPI Property Service Limited cannot recover any outstanding amount after 10 working days, we will employ the services of a debt collection agency. The client accepts that the debt collection agency will increase the outstanding amount to cover their costs – this fee is levied as soon as the debt is passed from us to them and usually amounts to 33% of the cost of the invoice – it is therefore strongly in your interests to settle your invoice as soon as possible to avoid these extra costs. Once the debt passes from us to the debt collection agency, we have no further involvement in the account and cannot reverse the process or any associated fees.
COMPLAINTS PROCEDURE
LPI Property Service Limited are committed to ensuring that our customers are satisfied with our service. If for any reason you are not, you should follow our complaints procedure as set out below:
Step 1 : There are two ways to complain which are in writing via email or in a written letter to our head office. The details for both are provided below. Email: info@londonpropertyinspections.co.uk Write a letter to: LPI Property Service Limited, 27, Old Gloucester Street London, WC1N 3AX
On occasions Certificates, Reports and inspections may fail to meet minimum British &/or legal standards or requirements to deem the property or appliance safe. If this occurs we will let you know via email, telephone or state the problems on the report. We offer remedial services to rectify problems and in most cases offer a free new “passed” or “Safe” certificate or inspection for free. This is at the discretion of our administration team and in some circumstances a charge may be applicable. If you choose to get your remedial works done with another company legally we will have to come out and retest (if you choose to use us to retest) the whole of the property/ appliances. If this is the case the full charge of the report/ certificate or inspection will be charged, unless a discount has been agreed in advance.
Step 2 : Once we have received your letter or email we will respond via email or written letter within 21 days explaining the situation from our point of view and what we think will be the best way to move forward. If the complaint is not of a complex nature you may receive a phone call from a manager to discuss and rectify in a quicker time period. Please note if we have used an external contractor it may be that we put you in touch with him or her directly to discuss, handle and rectify the situation.
Step 3 : We endeavour to make sure that all of our customers are happy. Our business depends on customer satisfaction.
If after the response you have received from us in step 2 you are not happy, you have the right to complain again stating why you are not happy using the same channels in step 1. We will then further investigate you complaint and give you another response. This letter we refer to as “deadlock”. This will be our final position on the matter.
If the balance of your account has already been charged to your card, and we agree after having completed our investigation that you are due a refund, we will issue this refund with 5 days of the date of completion of the investigation.
If your complaint is about a service that we have provided to you, you must:
Pay the undisputed part of your account (unless the balance has been collected from your card already).
Let us know within 48 hours of completion of the work.
Complaints received that have not followed this complaints procedure will not be investigated.
Gas Safety Certificates
It is the customer responsibility to make sure that we have the following when conducting a Gas Safety Certificate. Failure to do so may result in being charged the full fee but not having the service carried out.
Electrical Inspection and Remedial Electrical Works
To ensure that our engineer can complete the works needed with complication or further cost we ask for customer to make sure that the following is available/competed when we attend the property.
Boiler Servicing
To ensure that our engineer can complete the works needed with complication or further cost we ask for customer to make sure that the following is available/competed when we attend the property. Please note failure to action the tasks below may result in the appointment not being able to be carried out.
Boiler Repairs
It is the customer responsibility to make sure that we have the following when conducting repairs to the boiler. Failure to do so may result in being charged the full fee but not having the service carried out.
Energy Performance Certificate
It is the customer responsibility to make sure that we have the following when conducting an energy performance certificate. Failure to do so may result in being charged the full fee but not having the service carried out.
PLEASE NOTE THAT IF YOU PROCEED TO ORDER ANY OF OUR RANGE OF SERVICES YOU ARE BOUND BY THE TERMS DETAILED ABOVE. IF YOU REQUIRE ANY FURTHER INFORMATION ABOUT ANY OF THE TERMS PLEASE CONTACT US VIA POST OR EMAIL:
info@londonpropertyinspections.co.uk
Customer Support, LPI Property Service Ltd, 27, Old Gloucester Street, London WC1N 3AX
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Registered Address: 27 Old Gloucester Street, London WC1N 3AX
