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2. On receiving your order, I will send an email confirming your instruction, and an invoice will be included with the email for new customers. For new customers, I am happy to book and carry out the inspection before receiving payment, but no documents can be released until payment has been received. For existing customers, an invoice will be included with the finished document/s, for payment within 14 days.
3. Payment is accepted by internet banking, cheque, cash, or by Google Checkout.
4. I aim to provide an efficient service within the geographical area approximately 25 miles from Ipswich. For properties outside this area I reserve the right to charge 30p per mile for each mile above a 50 mile return trip.
5. The prices for all services are shown on the 'Prices' tab. However, the following qualifications are made:
(a) Energy Performance Certificate prices are based on the number of bedrooms only. (For limitations of inspection please items 12-15 below).
(b) Marketing floor plan prices (For limitations of inspection please see items 16-18 below).
(i) Marketing floor plan prices as shown on the 'Prices' tab include for the main building and any attached garage, conservatory, lean-to etc. However, if you require any additional or separate buildings to be included in the plan, these are charged at £10.00 for each additional building (up to 75 square metres of floor area - if over 75 square metres then a further £10.00 charge applies for each additional 75 sq m or part thereof).
(ii) Where an additional charge applies, a revised invoice will be issued to reflect the increased cost, or additional invoice issued for the extra cost if the initial invoice has already been paid.
(c) Inventory prices (For limitations of inspection please see items 19-35 below).
(i) Inventory prices as shown on the 'Prices' tab assume properties of normal proportions and include for up to 2 reception rooms and 2 bathrooms/en suites, and also include for up to 1 attached garage, 1 small outbuilding and 1 small shed. Areas of the property which do not form part of the normal living area, such as lofts and cellars, are excluded unless specifically requested to be included, whereupon an additional charge will apply. An additional charge of £5.00 will apply for each additional room/area to be included in the Inventory.
(ii) My definition of 'furnished' assumes that the property is lightly furnished only. If the property is heavily furnished (or if the property has been excessively abused or neglected), I reserve the right to make an additional charge of £7.50 per half hour above the normal time taken to reflect the additional time required to complete the report. Typically, this occurs where there are large numbers of utensils in the kitchen, where there are ornaments, books or linen, or where there is a large amount of furniture in the property.
(iii) Where an additional charge applies, a revised invoice will be issued to reflect the increased cost, or additional invoice issued for the extra cost if the initial invoice has already been paid.
6. Most documents are delivered in electronic format by email. Where it is not possible to send Inventory documents by email, they will be posted for no additional charge. A hard copy of the EPC can be posted for an additional fee of £5.00.
7. Delivery times and dates quoted are only estimates and are not binding in any way. I do not accept liability for any loss incurred by customers if deliveries are not carried out at the estimated times.
Cancellations/Aborted inspections
8. My policy is as follows:
(a) If an EPC, Floor plan or Inventory are ordered, then the order may be cancelled by notifying me at least 24 hours before the intended date and time of the inspection. Any monies paid will be refunded.
(b) If any service is cancelled within 24 hours of the intended date and time, I reserve the right to make a minimum £20.00 charge.
(c) In the event of an abortive appointment, where I have to revisit the property through no fault of my own, I reserve the right to make a minimum charge of £20.00, depending on the distance travelled. In the unlikely event where I have to re-arrange the appointment as a result of my failure to arrive at the property within 1 hour of the agreed time, I will reduce the agreed fee by £20.00.
(d) If, on arriving at the property, it becomes evident that it is not possible to inspect the property at that time, for example where the property is unfit or unsafe for entry, or the property is occupied, or full of items that are not to be included in the tenancy, then I will be entitled not to proceed with the provision of the service, and will give the reason to the customer. In such a case, I reserve the right to make a minimum charge of £20.00.
Insurance
9. EPC's are undertaken with the benefit of Professional Indemnity Insurance (£1,000,000 cover) and Public Liability Insurance (£2,000,000 cover) provided by my Accreditation body, Elmhurst Energy Systems Ltd.
10. Inventories are undertaken with the benefit of Professional Indemnity Insurance (£1,000,000 cover) and Public Liability Insurance (£2,000,000 cover) provided through the Elmhurst Energy Systems Inventory Insurance Scheme.
11. Floorplans and photographs are undertaken with the benefit of Public Liability Insurance (£2,000,000 cover).
EPC inspections - limitations
12. The inspection is a simple visual assessment, not a survey, of those parts of the property which are accessible and where access is required in order to obtain the necessary data to produce an energy performance certificate. (Accessible is defined as, visible and readily available for examination from ground and floor levels, without risk of causing damage to property or injury to the Assessor).
13. Depending on the type of property, certain assumptions may need to be made regarding the type of construction, insulation etc.
14. The inspection will be carried out in accordance with the requirments of Elmhurst Energy Systems Accreditation Scheme.
15. The customer should be aware that the EPC details are placed on a national computer that can be accessed by any peson with the reference number, and if the property is being market by an estate agent or similar then the EPC will be attached to the property particulars.
Marketing floor plans - limitations
16. It is emphasised that marketing floor plans are for illustrative purposes only and should be used as such. Whilst every attempt will be made to ensure the accuracy of the floor plan, measurements of doors, windows, rooms and any other items are approximate and no responsibility is taken for any error, omission, or mis-statement. The services, systems, and appliances shown have not been tested and no guarantee as to their operability or inclusion with the property is given.
17. Plans are supplied in both jpg (for web use) and GIF (for printing) format, and include room dimensions and approximate total floor area.
18. Any requests for plan alterations must be notified within 5 days of receipt of the plan, and any such amendment will only be carried out free of charge if the original plan shows a material error.
Inventories/Schedules of Condition - limitations
19. The inventory will be prepared in accordance with the standards described in 'A Guide to Best Practice for Inventory Providers' (published by RICS), and also in accordance with the Code of Practice published by The Association of Professional Inventory Providers and the requirements of the Elmhurst Energy Systems Inventory Scheme.
20. If specifically instructed to do so, I can offer an opinion as to whether any defects are considered to be 'fair wear and tear' or 'damage', but will require information as to the length of the tenancy, the number of tenants, the rent paid and any other relevant information, and reserve the right to make an additional charge, commensurate with inventory provider's normal fees.
21. If, through no negligence of the Inventory provider, a dispute arises between the tenant(s) and landlord/agent at the end of the tenancy over the condition of the property as to whether any defects are 'fair wear and tear' or 'damage', and the dispute proceeds to arbitration or similar, then I reserve the right to make an additional charge to reflect the time taken in helping to resolve the dispute, the charge to be commensurate with inventory provider's normal fees.
22. Any discrepancies regarding the accuracy of the report need to be agreed directly between the landlord/agent and tenant(s). The inventory provider will not get involved with amendments unless an update of the report is arranged.
23. The purpose of an inventory is to describe and record internal decorative finishes, joinery, furniture, fittings, and other contents, as found at the date of inspection, for the purposes of an intended tenancy. The inventory provider will not undertake a survey of the property's condition.
24. No areas can be inspected if locked or crammed full of furniture or belongings.
25. Heating, hot water and other domestic appliances will not be tested. No representation is made as regards their adequacy, operation or compliance with safety requirements.
26. Electric, gas, oil, water and other supply installations will not be tested. No representation is made as regards their adequacy, operation or compliance with safety requirements.
27. The inventory provider will attempt to locate gas, electric and other meters (but not water meters) serving the accommodation. Readings will be taken on the date of inspection. The landlord/agent should verify that the correct meter(s) have been located.
28. Windows, doors, hatches and other opening fittings will not be tested for correct operation. Locks and catches will not be tested. No representation is made as regards their adequacy, operation or compliance with safety requirements.
29. Soft furnishings will not be tested for compliance with fire safety requirements and the inventory provider does not accept liability for the compliance of these items.
30. Heavy items of furniture, fitted furniture and domestic appliances will not be moved to ascertain the condition of finishes hidden by them. No responsibility is accepted for the condition of finishes or items that cannot be seen.
31. Descriptions of finishes relating to colour and appearance are not definitive about the underlying material, eg. 'gold' refers to the colour of an item rather than its material.
32. The inventory provider will inspect those parts of the building or buildings which are believed to form the living accommodation and outbuildings that will be available to the incoming tenant. The inventory provider's understanding of what is included in the tenancy is based on information from the landlord and/or letting agent. Any errors or omissions must be reported to the inventory provider as soon as possible after receipt of the inventory.
33. Items of little monetary value will be listed and described generically, so, for example, a bookshelf may be described as containing 'a number of paperbacks books'. Similar items will include used bedding, used kitchen utensils, and disused articles stored in garages and sheds. By contrast, if the landlord is leaving any items of great value, such as antiques, it is important that the inventory clerk is informed and given an accurate valuation.
34. Unless specifically instructed to do so, the inventory provider will not offer an opinion as to whether defects are considered to be 'fair wear and tear' or 'damage' (see section 20 above).
35. In the absence of defects being described in the inventory, it can be assumed that an item is free of significant defects and capable of serving its intended porpose.
Customer Satisfaction
36. I want you to be totally satisfied with my service. If, for any reason you are not, please contact me in the first instance by email or phone where I will try to resolve any areas of dissatisfaction.
Complaints
37. If you want to make a complaint, I will deal with it fairly and speedily. I will:
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acknowledge your complaint within 5 working days of receipt.
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try to resolve your complaint fully within 4 weeks of receipt. If there are valid reasons for consideration of the complaint taking longer, I will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 8 weeks.
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speak with counselling organisations on your behalf, if you ask us to.
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send you a final decision on the complaint in writing.
If you are not satisfied with the final decision, you may refer the complaint to:
For Energy Performance Certificates
The Elmhurst Energy Systems (EES) Energy Assessor Accreditation complaints process, for which I can provide contact details. I will co-operate fully with EES (my accreditation body) during the consideration of a complaint and comply with any decision.
For Inventories
The Elmhurst Energy Systems (EES) Inventory Scheme complaints process, or, if they are unable to resolve the dispute, to The Association of Professional Inventory Providers (APIP) complaints service. I can provide contact details for both organisations. I will co-operate fully with EES and APIP during the consideration of a complaint and comply with any decision.
Data Protection
38. All data collected will be in accordance with the Data Protection Act 1998.
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