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Terms and Conditions

Definition of quote

Our quotes are a guaranteed fixed price based on the work agreed. Any additional extras added on by the client will be chargeable and the price will be agreed before completion of agreed works.


 If a job isn’t quoted such as a boiler repair, we charge a £80 plus vat (£96inc vat) diagnostics fee. We will then give you a fixed price repair which will include the diagnostic fee. If for whatever reason you decide to not go with the quote the original diagnostic fee will be payable.

How much is the standard rate?

Appointments up to 60 minutes – £80 plus vat (£96inc vat)

Appointments which take 2 hours – £160 plus vat (£192inc vat)

Appointments which take 3 hours – £210 plus vat (£252inc vat)

Appointments which take 4 hours – £280 plus vat (£336inc vat)

Any time over 4 hours will be charged at - £50 plus vat per hour (£60inc vat per hour)

The first hour is fully chargeable and any time over one hour will be charged in 30-minute intervals.

How and when to make payment

Job completion invoices – Once a job is complete the engineer will raise an invoice and send it to the billing email address we have on file and final payment to be made on satisfactory completion of the job and/or within 14 days from date of invoice

Our preferred method of payment is via bank transfer (BACS), but we also accept cash/cheque/credit card

Here are the details you'll need: -

 Bank account name:                  Elementis Boiler Experts LTD
Sort code:                                    60-83-71

Bank account number:              8541 2526

How and when and to contact us

 Our standard office opening hours are between 9:00am and 5:00pm, Monday to Friday. Our phone lines are open between these times so if you need to speak to us please call us on «location.phone_1».

If you'd like to get in touch with us outside these hours then please send us an email at info@elementisboilerexperts.com The email will be picked up and dealt with the next working day.

In case of emergency - We appreciate that sometimes emergency situations occur and you might need to speak to someone urgently. In this situation, please send a text message to «location.mobile». Please ensure you include your full name, address and describe the issue you are having.

Please be aware, we are not a ’24 hour’ company, but we will endeavour to respond as fast as possible.

Cancellations/missed/cut short appointment

 If you need to cancel the appointment then please let us know as soon as possible. The best way to do this is by calling us on 01206 912068 during our standard opening hours, or by emailing us at info@elementisboilerexperts.com if it's outside of our standard opening hours, this will be picked up on the next working day.



Waste disposal


Large Jobs (boiler installations & full heating systems) - We shall remove the waste for you and dispose of it responsibly as part of the job. We like to do what we can for the environment though and would prefer to dispose of small recyclable rubbish in your recycling waste disposal bin. This will be at your discretion and the engineer shall ask for your permission first.

Positive feedback and how to share it.

We really value feedback, both positive and constructive feedback is welcome as it helps keep the team motivated and helps us improve where we can.

If you've been happy with what we've done then we encourage you to share this online. It really helps people like you find a trustworthy, honest company - like us.

Please share your positive experiences on the platform where you found us originally -

Google Reviews - https://g.page/r/CYF7fnGlLNR0EBM/review

Facebook Reviews - https://www.facebook.com/Elementisboilerexperts/reviews

How to make a complaint or share a negative experience.

We always do our best to provide excellent customer service but we know that we don't live in a perfect world and sometimes things don't always go to plan.

If there is ever a time you're not satisfied and you wish to make a complaint or share your negative experience then please follow these steps and we'll make sure we support you through making it right.


The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied.  To ensure the business is able to put things right as soon as possible, please read our complaints procedure below.  The business will then be able to respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon so the problems can be rectified as soon as possible.

Our Procedure

Either call, email or write* to us. The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 02922670040.

*please request proof of receipt if posting

Job specific terms and conditions

Boiler installations/general heating/general plumbing jobs etc.

 We cannot be held responsible for damages which occur whilst completing works which are outside of the scope of a plumbing, heating and gas engineer. Including, but not limited to, lifting and refitting carpets, laminates, floor boards, roof tiles and removal of brick work. Sometimes it's essential for us to carry out such works to enable us to deliver our service but we advise you to instruct a professional who is qualified in that area to complete the works should you wish for someone to be liable for such damages.

 Due to the nature of our work, we may cause damage to brick work, plaster work, floor boards and skirting boards etc whilst completing tasks such as drilling, hole cutting, sawing and general construction work. Whilst we endeavour to keep minimise this risk and take steps to prevent such damage, we cannot be held responsible for any such damage that should arise due to carrying our works.

We cannot be held responsible for any leaks or faults which occur due to the work we carry out to an existing plumbing, heating and boiler system. This includes, but is not limited to, leaks to existing pipework, valves, fittings, connections and seals. We cannot be held responsible for any damages which occur to property from such leaks or failures unless caused by our negligence.

Damage that has been caused by an accidental, such as water spillage on carpet or has been caused by leakage from a newly installed component such as a boiler, pipework, valves, fittings, connections and seals shall be repaired or made good by us. In this event, you are expected to contact us immediately and you must give us the opportunity to investigate the issue to determine what has been the cause. We must also be given the opportunity to make it good. We reserve the right to have the choice between going through our insurance or to employ our own contractors to complete any work at our own cost or to replace the item/settle with a good will gesture to a value of no more than what the product is worth.

Boiler/appliance fault diagnosis and repairs

 We cannot guarantee a first-time fix on boilers and central heating systems, boilers and central heating systems can have a number of issues and sometimes, only through the process of elimination, are we able to rectify some faults. This can result in high repair bills but no discount or reduction of the bill shall be applied if further visits are required unless caused by our negligence.

If you suspect a complete miss diagnosis has occurred then this can be raised through our complaints procedure.

Fittings/components in existing boilers may be close to failing/leaking and due to the nature of the work we’re carrying out, we may disturb these fittings/components. We cannot be held responsible for any leaks or component failure which arises whilst carrying out repair work on an existing boiler/appliance unless caused by our negligence.

Boiler/appliance servicing

 When we have been instructed to carry out a service on a boiler/appliance, we are there to complete a service only, if there is a fault on the boiler please make us aware of this as you require a ‘boiler/appliance fault diagnosis and repair’, if we find that there is a fault with the appliance whilst on site and it affects our ability to service you will still be charged for the boiler service and requoted for a boiler fault/appliance fault diagnosis, this will most likely be on a different day at our next available slot.

We’re also unable to book boiler/appliance fault diagnosis visits and boiler services on the same visit, due to not knowing what is required exactly to repair the boiler.

We’re unable to offer any guarantees after a boiler has been serviced, in some cases faults can occur after a boiler has been serviced, this is usually due to old components that are close to breaking or debris within the boiler moving and getting lodged in a moving part or tight water ways. If an issue arises after a boiler has been serviced a further visit will be chargeable at our ‘standard rate’, however, if the call out is due to engineer error we shall waiver this fee. You can trust us to be honest in this scenario.

Powerflushing/system cleaning

A power flush or a system clean is not guaranteed to resolve underlying issues with your heating system. The only way to guarantee underlying issues to be resolved is by installing a new system. We cannot be held responsible if the power flush or system clean has not fully resolved your issue any further works required will be chargeable and shall me quoted for separately.

We may need to disturb existing components on your heating system to allow us to carry out the power flush or system clean

We cannot be held responsible for any water leaks that may occur during or after a power flush or system clean has been completed. This includes, but is not limited to, radiators, radiator valves, boilers, hot water cylinders, pipework and other fittings connected to your boiler and central heating system.

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