Terms and Conditions
Parking
Visitor's E permits or Scratchcards are required for our engineers to enable us to work at your property. Any parking expenses if these are not provided will be added to the invoice.
Services
By instructing us on the works you agree that there is an adequate gas and electricity supply to the property before the works commence. Our minimum charge will still apply if we cannot carry out the works because of this.
Fault finding/repairs
Boilers work in series, this means that although we test and identify all problems we can whilst on site. Until we are able to repair the initial problem we cannot always fully test the rest of the boiler and therefore cannot guarantee there will not be any additional faults to those we initially identified. Anything we do is in good faith and we are acting in your best interest to fix the boiler/problem. This doesnt mean that we are responsible if the system has more than one issue.
Health and Safety
Whilst we take every care to look after peoples homes, there may be times where health and safety require us to wear footwear internally. Likewise there may be other situations arise in which the health and safety of our staff may be in jeopardy unless we take a particular action. This will be judged by our staff however we may discuss this with you if we require any permissions.
Concerns or Complaints
We have an excellent reputation which we are proud of, if you should have any concerns with our work, engineers or anything at all, then please call 0203 000 7557 or email office@hackneyheating.com and we shall deal with your concerns immediately.
Any concerns you have whilst we are still on site please raise this with the engineer initially and if your still not 100% happy its resolved then call us whilst the engineer is still on site to resolve the issue. We take enormous pride in our quality of work and customer service and want you to be totally satisfied.
Checking Estimates
Please ensure that all works that you require are shown clearly on the estimate , as the job will be scheduled in accordance with the estimate wording.
Making good/Access
Throughout our works we will always take care to avoid unnecessary damage to your home. Please note that with some installations it may be necessary to lift floorings and floorboards, or to drill into walls and ceilings and we will always take due care however due to the age of most of the properties we work in/and other reasons out of our control some making good may be required and we accept no liability for such works that arise unless they are by negligence of our engineer.
If we are negligent in our work and this causes unnecessary damage to your home we will make this good free of charge. By booking with us you have acknowledged our terms and conditions and you have noted that the nature of some work may cause unavoidable damage and some redecoration may be required once the work is complete. This is not included in the quotation, unless otherwise specified.
Rubbish Removal
The quoted price does not include the removal of rubbish. We leave the recycling in the customers recycling bins, and the non recyclables in the normal rubbish. Any large items removed shall be left for the customer to arrange collection with the council or can be removed by a third party rubbiosh collection company at a cost.
Being a Hackney Central company we have no means of disposing of peoples rubbish and the volume of work we do would make it impossible to do so for everyone.
Completion of works/Handover
It is preferable that you or a responsible person are available on completion of the job to sign off the installation and to receive a hand over from the engineers and to sign our work completion form after any visit.
we understand this is not always possible.
Final payment
Once we have completed our work completion form , our office will raise an invoice for SAME DAY payment. We take same day bank transfer or Card payment can be made via link.
Our Charges
Our initial charge is hourly, we charge a minimum of one hour. When we arrive we will do the best we can to resolve your issue within the hour. Sometimes we can resolve the issue and no return visits or extra works are required. This is always our aim.
Sometimes after investigation works we may find out that you require parts that have to be ordered and we can then provide a quote for such follow up repairs, when this happens our initial hour fee is still payable for visiting and carrying out investigation works, and the quote for follow up works would be written within our invoice.
If we are asked to provide a quote for works where no investigation or diagnosis is required then there is no charge for this service. E.g if you know what works/parts are needed and ask us for a price, or if you require a new installation etc.
In some instances we may work past the first hour, if this is the case then we charge the initial hour and then in 30 minute intervals.