Home Surveys & Installations

1. Installation Survey

1.0. Home Survey Definition

• A home survey is an in-person assessment conducted at the customer’s property to evaluate heating and hot water needs. The survey is based on a visual inspection of the existing system and property layout. Each survey typically takes up to 60 minutes to complete.

1.1. Purpose of the Survey

• The survey is tailored to assess the property’s heating and hot water needs to provide an accurate installation quotation. Surveys are conducted based on visual inspection only. Central heating components such as underfloor heating and radiators, plumbing and wiring inside walls cannot be inspected, and unforeseen circumstances may arise during installation that could require additional work and costs.

1.2. Survey Fees

• Properties within 50 miles of Windsor: £50 + VAT
• Properties 51-100 miles from Windsor: £100 + VAT
• Properties 101-150 miles from Windsor: £150 + VAT
• If the customer proceeds with the quotation, the survey fee will be deducted from the total installation cost.

1.3. Customer Responsibilities

• Customers must ensure access to all necessary areas for the survey.
• Parking permits, if necessary, and parking arrangements to facilitate installation are the responsibility of the customer.
• Any incorrect or missing information may lead to a re-quotation or additional charges.
• Property Ownership and Permissions: By placing an installation order, the customer confirms that they either own the property or have obtained permission from the owner to perform the installation.
• It is the responsibility of the Customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending the site to carry out work.

1.4. Quotation Validity

• Quotations are valid for 28 days from the submission date.
• If the customer wishes to proceed after 28 days, a re-quotation will be required, and prices may be modified based on material costs and trade market fluctuations.

2. Quotation & Ordering Process

1. The quotation is based on the accuracy of the visual survey and the information provided.
2. Survey Findings: Upon completion of the survey, the engineer will provide a detailed report outlining the installation requirements, any additional materials needed, and any potential challenges. This report will be used to generate the final quotation.
3. The quotation must be confirmed in writing either by email or by signing a copy of the quotation.
4. Once the quotation is approved, the installation must be scheduled within 28 days.
5. If scheduling is delayed beyond this period, a new quotation may be issued.
6. To confirm the installation a payment of 70% of the installation price is required. The rest is due to be paid as soon as the job is finished. Certificates (Electric/Gas/Boiler) relating to installation will be provided to the customer upon completion of the final payment. (30%)

3. Cancellation & Admin Fees

• Cancellation up to 24 hours before installation: £100 Admin Fee
• Same-day cancellation: £200 Admin Fee
• Admin fees will be waived in cases of force majeure, bereavement, or major emergencies.

4. Payment Terms

• 70% payment upfront is required to confirm the installation.
• The remaining 30% is due upon completion.
• Late payments will be subject to:
  • Interest at 8% above the Bank of England base rate.
  • Fixed debt recovery charges:
    • £40 for debts under £1,000
    • £80 for debts between £1,000-£10,000
    • £100 for debts exceeding £10,000
• Payments are accepted via BACS, credit/debit card, or Secure Payment Link.
• The late payment fee is payable alongside any outstanding balance. The Company reserves the right to withhold any certification or warranty documents until the full payment has been received.

5. Installation Process

1. Materials will be delivered either by courier or by the installation engineer.
2. The installation will include wiring, testing, programming and customer demonstrations.
3. The existing system will be drained down where necessary and redundant materials will be carefully disconnected and removed from the site. Customers must provide a safe and accessible environment for engineers.
4. All wiring to the boiler, pump and controls (if applicable) will be carried out to current BS 7671 standards and surface installed.
5. The Customer (or their representative) must have complete control over the isolation of gas, water and electricity on the installation date. If safe isolation of all services is not possible then the installation may have to be postponed or cancelled and a refund issued subtracting the engineer’s call-out fees and any cancellation fee that might be applicable.
6. All costs and coordination to renew or repair isolation points are the responsibility of the Customer.
7. The electric boiler will be commissioned, and the relevant paperwork completed. The installer will demonstrate to the customer (or their representative) how to operate the new electric boiler, controls and accessories (if applicable).
8. The installer will test and adjust the boiler and controls and leave the system in good working order. The Installer will ensure that the Customer is satisfied with the work and that the Customer understands the controls, as well as carry out the necessary safety checks.
9. Upon completion, the old boiler and redundant materials will be removed and disposed of according to local regulations, if this service was requested and added to the quotation provided.
10. Debris will be removed from the site as part of the fixed price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from the site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed. We may halt an installation if a dangerous or hazardous substance is identified during the works. The installation will only resume once the dangerous or hazardous substances have been removed.
11. We will make every effort to clean the workspace and to leave the property in a satisfactory state however, Customers must be aware that over a short period following installation dust may settle on surfaces and provisions for additional cleaning may be required.
12. The engineer will take pictures of the installed equipment for the company’s auditing process and the company’s records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time, the company may use these images for marketing or promotional purposes.
13. Power flushing is NOT included in standard installation quotations. If required, an additional charge of £1,500+ (depending on store pricing and property specifics) will apply.
14. Any unforeseen materials or additional work required after installation begins will be invoiced separately following customer approval.

6. Workmanship Warranty

1. 12-month workmanship guarantee: this warranty covers products, pipework, and electrical equipment installed by the Company. However, the following items are excluded from the warranty:
   1. Products not installed and/or supplied by the Company.
   2. Existing components connected to the new boiler, such as radiators, valves, or pre-existing pipework.
   3. Cosmetic damage, misuse, third-party interference, or commercial properties.
2. This warranty does not cover issues caused by pre-existing faults, system misuse, or third-party interference.
3. The boilers are covered by the Manufacturer’s Warranty and the Electric Combi Boilers Company warranty, according to the model selected.
4. Products installed alongside the boiler are covered by their manufacturer’s warranty, and any claims must be made directly with the manufacturer.

7. Site Access & Customer Responsibilities

1. Customers are responsible for ensuring access, permits, and parking arrangements for installation.
2. If installation is delayed due to restricted access, incomplete preparation, or customer-related issues, a call-out fee of £150+VAT will apply.
3. Customers must ensure the site is safe and accessible for the engineers.
4. Customers must ensure a responsible adult (+18 years old) is present at the time of installation.

8. Respect and Safety

1. Abusive or threatening behaviour towards the Company’s staff will not be tolerated. Any such behaviour may result in the cancellation of the order and forfeiture of any fees paid.
2. Any serious instances of abuse or threats against our team will be reported to the relevant authorities.
3. The customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of Electric Combi Boilers Company if a re-attendance is arranged and what the charge for such a re-attendance will be. In any event, no refund will be due from the Electric Combi Boilers Company to the customer if the site is vacated for reasons of safety, abuse or general rudeness.
4. Electric Combi Boilers Company reserves the right to refuse or cancel any installation order.

9. General Terms & Conditions

1. Installations will be completed in compliance with health and safety regulations and industry standards.
2. Any changes to the agreed-upon work scope require written confirmation and may incur additional charges.
3. We (The Company) have assumed that the Customer’s property is in a good state of repair and contains no structural defects or weaknesses. The Company or its staff will not be responsible for any damage caused to the Customer’s property as a result of any existing defects.

2. While every effort is made to ensure the delivery and installation timescales agreed upon during the ordering process are met, The Company reserves the right to delay installation without Customer compensation for example – material shortages, supplier delays, sickness, fires, strikes, illness, severe weather, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the contract. The Company is not liable for any loss of profit, loss of business, business interruption, loss of salary or holiday entitlement should delays occur.
3. While all reasonable care will be taken, the Company accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative’s ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, and this will be the customer’s responsibility and is not included in the price.
4. We have also assumed that the existing heating and hot water pipework (not visible for inspection) will be of correct sizing and unaffected by blockages, incorrect falls or leaks. Access, repair and making good unsuitable pipework is the responsibility of the Customer.
5. It may be necessary to remove decorative coverings such as tiles, boxing in or boiler cupboards to access pipework, flues or other components required to complete the works. Whilst all care and attention will be paid when removing said items It is the sole responsibility of the Customer to repair, modify or replace these coverings once the installation is complete. 
6. The Company accepts no liability for any materials used during the installation process having variations in size, colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. The customer agrees to make available their materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching brick) to be used.
7. Properties which are installed with specialist wall finishes such as render, timber, cladding, stone or specialist mortar products will be made temporarily weather-tight and will not be sympathetic to the building’s fabric. Reinstatement of these specialist finishes is the responsibility of the Customer, no contribution will be made by the Company.
8. The Company can’t determine if your shower and your new boiler will be compatible. The Company will not be liable if your existing shower is not compatible for any reason with the new boiler. There are circumstances where compatible showers may still leak or not function correctly with your new boiler due to failed seals, increased pressure or worn cartridges. Showers including repairs or replacements are the responsibility of the customer and are excluded from the contract in all circumstances.
9. The Company can’t guarantee that your shower head/mixer is suitable to provide maximum efficiency of the boiler/hot water system. The company will not be liable for the inferior performance of the hot water supply due to shower head/mixer issues.
10. Sometimes things do not go to plan with the installation of new equipment. The Customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the customer undertakes to minimize or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed Engineer. If remedial works are required, in the first instance your original installing engineer will return to rectify the issues. In the case of a recurring fault, the Company reserves the right to send an alternative engineer from our network at our sole discretion.
11. Certifications: The corresponding certifications (electrical, warranty, etc.) will be given to the customer upon completion of all due payments.
12. The boiler remains the property of the Electric Combi Boilers Company until all due payments have been received.
13. We shall not be liable for delays or failures caused by factors beyond our control (force majeure).
14. The company reserves the right to refuse or cancel any installation order.
15. Should no issue be identified or if the issue arises from misuse or third-party interference, the Company reserves the right to charge the following call-out fees:
    1. £ 150+ VAT for properties within 100 miles of the office.
    2. £200+ VAT for properties within 100-200 miles.
    3. £300+ VAT for properties over 200 miles, subject to the Company’s discretion.
    4. £ 60+ VAT per hour for additional work.
16. Unless explicitly pre-agreed, the Company will not reimburse the Customer for third-party appointed labour to rectify an issue, regardless of fault.
17. It is the Company’s policy to request a deposit before an engineer visits a property for a call-out.

• By accepting the quotation and proceeding with installation, the customer agrees to these terms and conditions.

• For any questions, contact Our Sales Department at [email protected].