The agreement between us when you book work. Written in plain English so it actually makes sense.
These are the terms on which we (Williams Plumbing & Heating Ltd, company number 04821537, registered at Unit 4, Brook Lane, Wirksworth, Derbyshire, DE4 4FA) supply plumbing and heating services to you. By accepting a quote or instructing us to start work, you agree to these terms.
Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.
A quote is a fixed price based on the information available to us at the time. It’s valid for 30 days unless we say otherwise. An estimate is our best guess based on incomplete information — it can change once we’ve seen the job, and we’ll always tell you before doing extra work.
Quotes are inclusive of materials, labour, and VAT (where applicable). They exclude unforeseen issues — for example, asbestos, hidden damage, or rotten floorboards we couldn’t see when quoting.
We confirm bookings by email or text. If you need to cancel or rearrange, please give us at least 24 hours’ notice — we’d usually have given the slot to someone else otherwise. Cancellations with less than 24 hours’ notice may be charged a £50 callout fee for non-emergencies.
For emergency callouts, work usually starts on arrival. You can cancel up to the point we set off — after that, the callout fee applies.
You agree to provide reasonable access to the property and the area being worked on. We’ll use dust sheets and clean up before we leave, but it’s your responsibility to move valuables, fragile items, or pets out of the immediate work area before we arrive.
Where we need to isolate water, gas, or electricity, we’ll let you know. Where we discover hazards (asbestos, unsafe wiring, structural issues) we may need to stop work and discuss next steps before continuing.
We use parts and materials from established UK trade suppliers — typically Plumbase, Wolseley, Travis Perkins, and direct from manufacturers like Worcester Bosch and Vaillant. Where you’ve specified a particular brand or item, we’ll source it; where not, we’ll use what we’d put in our own homes.
Parts remain our property until paid for in full.
For jobs under £500, payment is due on completion by card or bank transfer. For larger jobs, we may ask for a deposit (typically 25%) to cover materials, with the balance on completion.
For installations over £2,000 we operate stage payments — agreed and set out in writing before work starts. Invoices are due within 7 days. Late payments accrue interest at the statutory rate (currently 8% above the Bank of England base rate) under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers.
All our workmanship is guaranteed for 12 months from completion. Manufacturer warranties on installed equipment are passed to you in full — typically 2 years on parts for repairs, 5–10 years on new boilers (subject to annual servicing).
If something we’ve fitted fails within the guarantee period due to our workmanship, we’ll come back and fix it at no charge. The guarantee doesn’t cover damage caused by misuse, third-party tampering, hard-water scaling, or system neglect (e.g. failure to service annually).
We’re insured for public liability up to £5 million. Our liability for any loss or damage caused by our negligence is limited to the cost of the work plus reasonable consequential losses — except where the law says otherwise (death or personal injury caused by negligence cannot be limited).
We’re not liable for loss of profit, loss of business, or any losses we couldn’t reasonably have foreseen.
If you’re unhappy with anything, please tell us first — directly. Email [email protected] or call the office. We’ll acknowledge within 2 working days and aim to resolve within 14.
If we can’t sort it between us, you can refer the matter to the CIPHE’s complaints procedure (we’re members) or to the Trading Standards service via Citizens Advice (0808 223 1133).
For consumers booking work in their home (and not for emergency callouts), you have a 14-day cancellation right under the Consumer Contracts Regulations 2013. If you ask us to start work within that 14-day period and then cancel, you’ll be charged for the work done up to the point of cancellation.
These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the English courts.