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How we do business

If you’ve decided that now is the time for a new heating system – you might be wondering what’s involved.

With boilers lasting between 10-15 years, it may have been a very long time since you last went through a boiler installation process – if ever! But don’t worry, The Heating People are here to help!

We’ve put together this handy guide to explain everything you need to know about our process, from your first contact with us, to each of the tasks involved. This will help you to know what to expect, and what you’re actually paying for.

Understanding what we do

A new boiler or heat pump installation involves many tasks. These cover the lead up to the installation and the installation itself. Although all homes and heating systems are different, this is a rough guide to all of the tasks and work included in the cost of a boiler installation with The Heating People:

1. First contact
Once you’ve decided that The Heating People are the right installers for you, you’ll need to contact one of our friendly team to get started. You can choose to contact us through our website; social media; telephone; or by email. We’ll ask you some simple questions about your current system and what you’re hoping to achieve with your new one. If you want a heat pump, you will need a discovery call with our resident expert Liam, prior to a site visit.

2. Survey

During your survey, your expert engineer will attend at the time and date agreed, to carry out a survey of your home. Your engineer will take technical measurements such as water flow rate, and will measure your home for an estimated heat loss calculation.

3. Quotation

Following the survey of your home, The Heating People will send you a fixed price quotation, with options to allow you to choose a heating system that’s right for you. Once you’re happy, you can confirm acceptance of your quotation either by clicking the acceptance button on your quotation or by contacting us by email or by phone.

4. Booking

Once you’ve decided you want to go ahead with the works in your quotation, we’ll arrange a convenient date to complete the work. We’ll send you an email confirmation of your booking and an SMS reminder of your booking the day before your installation.

5. Arrival of the engineer at your home

Once your heating engineer arrives to install your new boiler, they will discuss the planned work, to ensure that everyone is happy with the plans. They will explain where they will need access to, and for how long, so that you can plan your day. Your engineer will put down floor coverings in all work areas and transit routes, so that you can rest assured that your carpets will be protected from any debris.

6. Completion of work

Your engineer will install your new heating system and controls and accessories as agreed.

7. Commissioning of the system

Your engineer will fill; test; set to work; and commission your system before completing a handover with you when all the work is complete.

Our Customer Charter

Here at The Heating People, we are committed to keeping the customer at the heart of everything we do.

For this reason we have developed our customer charter, which sets out the standards of service you can expect from us.

Our Customer Service commitments are:

Our contact commitments

Quick response – We endeavour to respond to your queries as quickly as possible, and we’ll call you back when we say we will.

Polite and helpful – We pride ourselves on our polite and helpful service. We believe there’s no such thing as a ‘silly question’ and will always take the time to listen to any queries that you may have.

Advice and guidance – We are experts in helping our customers to understand all of their options, without the jargon. We can offer you advice on how to make your home more energy efficient, which can help you to cut your energy usage and save money on your bills.

Our service commitments

Safety first – Our engineers are highly trained and vetted (and part of the Heat Geek Elite!), to ensure that the highest standard of work is maintained. Our engineers are Gas Safe registered for working on gas.

Professional service – We strive to provide a high quality, professional and efficient service to all of our customers.

Two hour window for appointments – When booking one of our engineers to visit your property, we will allocate a 2 hour appointment window, because we know how important your time is.

Guarantees – Our new boilers come with guarantees of up to 14 years, for your peace of mind.

Here when you need us – We have a dedicated emergencies number, so we’re here when you need us most.

Clean and tidy – We will always treat your home with the utmost respect and leave it just as clean and tidy as it was when we arrived. All our engineers have dust sheets and a clean up kit to make sure your home is left how it should be.

We deliver what we promise – And we strive to exceed your expectations!

Our price commitments

No surprises – We believe in transparency, and will never charge you more than we quote.

We’re always looking for the best deals for you – We recommend the most efficient heating options for you to help you save money on your energy bills.

Our Quality Assurance commitments

We respond to your feedback to improve our service – We want you to be happy with every aspect of our service, and will respond to any problems effectively.

Through this charter we will provide the best value service equally to all our customers, and measure ourselves on how well we meet our commitments. We welcome your feedback and suggestions on every aspect of our service.

Our Terms and Conditions

For our full terms and conditions, please email us at hello@theheatingpeople.co.uk.

Quotations and contract

The Heating People reserves the right to refuse or decline work at its own discretion. We are not under any obligation to provide a quotation to the customer. The Heating People will provide a quotation for the price of installing central heating and/or plumbing equipment that meets your requirements following a survey of the property.
The Heating People will provide a fixed quotation for a fixed scope of work. We may vary the contract price from the amount set out in the quotation where: we have provided services which are different or in addition to those set out in the quotation at your specific request; or we have been required to complete additional work which was not anticipated at the time the quotation was made. If we discover any changes or improvements that need to be made before we can perform (or complete) the work to ensure proper functionality, we will discuss this with you. We will explain what additional equipment and/or work is required and explain how this has increased the price; or (c)there are market fluctuations in the price of materials.
The quotation assumes that the property is suitable for the work requested and that all necessary facilities, services and supplies (including the supply of gas, water and electricity) are already supplied or installed at the property and are in good working order and that your existing heating system (where applicable) is suitable for the work. If we later discover otherwise, we will tell you.
Any illustrations, descriptions, imagery either displayed on the company’s website, in marketing materials (both offline and online), catalogues, price lists or other are intended merely to present a general idea of works and services provided by the company. No part of these shall form part of any contract.
The quotation shall be valid for 30 days from the date of the quotation. After this time your quote will no longer be valid and you will need to get another quote.
The quotation will become a contract between us when you have agreed to the written quotation, either verbally or by electronic email to hello@theheatingpeople.co.uk and we have confirmed acceptance of your order and your deposit (if applicable).
The Heating People shall not be bound by any quotations given orally or in which manifest errors occur.
Once you have accepted the quotation, and we have approved your order, The Heating People undertakes to carry out all the works necessary to complete the work described in your quotation subject to the conditions contained in this agreement.

Date for completion of work

After you have accepted your quotation, and we have approved your order, The Heating People will contact you to agree a date and time for works to be carried out. All dates or times given for the start of or duration of the works are given in good faith based on the information gained during the survey and our current workload commitments.
The Heating People will always endeavour to ensure that they maintain the schedule of works and that their engineers attend at the agreed time. However, The Heating People accepts no liability in respect of late/non-attendance at any site, or for the late/non delivery of any equipment or materials. All times provided by the company are estimates only.
The Heating People will use all reasonable efforts to carry out and complete the works on time, but shall not be liable to the customer or any third party if the works prove impossible due to events or circumstances beyond the company’s reasonable control.
Our engineers will require access to the property to carry out the work. If we cannot gain access to your property on the agreed date, an additional charge may be levied, and we will contact you to arrange another appointment. In the event of continued failed attempts to gain access to your property, we may cancel the contract.

Our Responsibilities

The Heating People shall carry out the work as detailed on the quotation and accepted by you, in a timely, professional and competent manner and to meet with all regulatory certification and safety standards at all times.
The Heating People agrees to maintain at all times the required professional accreditation and registration with the UK national Gas Safe Register and where requested, to provide evidence of such accreditation. Certificates of compliance with the Gas Safe regulations shall be issued at the completion of all works, where required and appropriate.
The Heating People agrees to comply with all Health and Safety requirements and directives as issued by the Health and Safety Executive (HSE) in respect of all parties (Customers, Workers and other persons), as related to and relevant to the work.
The Heating People shall only supply materials that comply with the current British, European or International Standard as appropriate.
During the execution of the work, it may be necessary to isolate various water, gas and electrical services. This will be advised in good time and the period of isolation will be as short as possible.
The Heating People will:
1. Leave any plasterwork and/or brickwork disturbed during the course of the work in a safe, weather-tight and secure condition.
2. Take reasonable care to avoid dirtying or causing unnecessary disturbance to the property and shall leave the area in which the engineer has been working in a clean, tidy and safe condition; and
3. Remove and dispose of any equipment or materials belonging to you which are to be replaced by equipment supplied in connection with the work (except any equipment or materials containing asbestos). If we do dispose of any of your equipment or materials we will not be liable to pay you for them.
4. When the installation has been completed The Heating People will:
  Check to ensure that it is operation correctly and set any relevant controls to your preferred settings; Provide you with the manufacturer’s instructions for the equipment and instructions on how to operate the controls; Complete the Benchmark certificate and log book (where applicable), confirming that the installation has been carried out in accordance with all relevant laws and regulations. It is your responsibility to keep the Benchmark certificate and your log book in a safe place as it may be requested for inspection by the manufacturer in the event that the warranty is relied upon; and Provide any certificates relating to the installation including electrical certificates, which must be provided to you by law.

Engineers and subcontractors

The Heating People will only use engineers to carry out the installation on our behalf who have been approved by us and who are suitably and properly qualified to carry out the installation.
Our engineers normally work during the hours of 8am and 5pm Monday to Friday. Any appointments arranged at your request, outside these hours may incur a charge in addition to the price on the quotation.
Priority emergency call out charges will apply at prevailing rates and fees.
All engineers will show an identification badge on arrival and if you wish, you may telephone us on 0151 7926245 to confirm the engineer’s identity. Certified Engineers are on the Gas Safe Register.

Your responsibilities

Where an appointment is made for an engineer to attend your property, either for specified works or unidentified small works, it is your responsibility to honour the appointment. In the event that the engineer is unable to gain access, a fee may be payable.
It is your responsibility unless otherwise agreed in writing to :-
1. obtain all permissions and consents (for example Planning Permission, Building Consent, consent from Head Contractor Builder Facilities Management landlords, local authorities, neighbors, mortgagees access, parking access/permits) which are required before we can carry out the work;
2. ensure that all necessary facilities, services and supplies to enable the proper functionality and performance of the work (including the supply of gas, water and electricity) are supplied or installed at the property and are in good working order and that your existing heating system (where applicable) is suitable for the work (including all costs associated thereto);
3. alert us if you have any reason to believe that there is any dangerous material on the property (such as asbestos). The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. If any asbestos has been removed from the property you shall produce a ‘clean air’ certificate to our engineer before we can continue to work at your property.
4. Clear all furniture and fittings that may prevent us from accessing any area which we will need to access to carry out the work;
5. Ensure that all children and pets are kept away from the areas in which engineers are working. No responsibility is taken for unsecured animals.
6. Provide access to services and facilities (water, electrics and toilets etc.), for use by The Heating People engineers and operatives, unless prior specific alternative arrangements are agreed.
7. Where you employ other tradespersons or companies to be involved in the same project as The Heating People, it is your responsibility to organise the other parties and to avoid any impedance of the contract. Any delay in fulfilling the contract causing costs to be incurred by The Heating People, as a result of other trades or customer requirements, will be itemised by the company for you to defray.
8. Risk for loss and/or damage of all materials and equipment delivered to the property will pass to you upon acceptance of the delivery.
9. You will be liable for any costs arising out of, or related to, any existing old, non standard or poor quality workmanship, in respect of, or connected/associated with the agreed work to be carried out by The Heating People. Such cost liability shall be in respect of, but not limited to, waste systems, flooding, mechanical items, tiled surfaces, wood and paintwork and fixture installations.
10. You acknowledge that it may be necessary to disturb, alter or cause damage to the property and its fixtures and fittings when carrying out the work and that there may be a degree of redecoration required following completion of the work and that you will be responsible for (including the cost of) any redecoration including replacing or repairing damage caused to fixtures, fittings, carpets, decorations in property (other than damage caused by our negligence).

Quotation price

All of our estimates and quotations are free and without obligation.
The price includes VAT unless otherwise stated. If the rate of VAT changes between the date of the order and the date of delivery or performance, we will adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
A deposit is required to purchase the materials required for the work is required prior to an installation date being given.
Where a quotation includes customised or special order items these items will be non-refundable once the order is placed with us, and should you cancel your order with us the cost of any customised items shall still be payable in full.
The price of the work includes;-
1. The cost of the equipment, parts, labour, delivery and any other additional costs specified on the quotation including value added tax at the current rate at the date of the work; and
2. The cost of removing and disposing of any redundant equipment removed from the property during the work.
3. The price does not include the cost of making good any disturbances, alterations or damage or any redecoration required to the property following completion of the work.
4. If additional work is necessary during the work which could not have been reasonably identified at the time the survey was carried out we will provide you with a quotation for this additional work. If you request us to proceed with the additional quotation the cost of the additional equipment and/or work shall be due from you under the contract, if you do not request us to proceed with the additional quotation, we will use reasonable endeavors to conclude the original quotation but we will not be liable for any diminished performance or functionality of the installation.
Any equipment installed or to be installed in the work will remain our property until we have received the price.
Should the works include a power/jet flush of the existing heating system, it must be pointed out that, whilst the treatment is generally harmless, depending on the condition of the existing components the process may find weaknesses in the system. Should any such problems be encountered then any rectification works required may be charged at extra cost.
Should the works include a new combination heating boiler unit connected to an existing heating system the client should be aware that the higher pressures used by this type of boiler may find weaknesses in the existing system. Any repairs required in this respect are not included in the quotation.
All invoices are due for payment immediately upon completion of works.
The Heating People will not supply any guarantees, extended warranties or certificates, or any other documentation, unless the balance of the invoice has been satisfied completely.

Payment

You agree to pay the price as follows:-
1. Invoices raised and are to be paid by due date as stated on invoice.
2. Deposits shall be paid upon within 7 days or and as agreed under contract.
3. Terms for payment strictly net 30 days from the date of invoice.
4. We reserve the right to request payment of the price in full at any time prior to completion of the installation.

Cancellation

You may cancel your contract (unless the work has already commenced) within 14 days from commencement of the contract by electronic mail to hello@theheatingpeople.co.uk and quoting your customer reference number.
If you cancel the contract once the date of the work has been agreed (except where we are in breach of our obligations) The Heating People will be entitled to fair and reasonable cost including materials equipment purchased or order fee restock charge purchase price for non-returnable items including but not exclusive contribution towards any losses or costs that we suffer as a result of your cancellation.
The Heating People may cancel your contract if we are unable to carry out or are prevented from carrying out the work (or a substantial part of it) due to something which could not have been reasonably identified at the time the survey was carried out or which is beyond our reasonable control (including any health and safety issues). If this happens we will promptly contact you to let you know.

Exclusions and liability

The Heating People shall not be liable for any:-
1. Failure of or to the work (or any part of it) which is caused by a factor beyond our reasonable control including (without limitation) any variation to your gas or electricity supply or inadequate water supply; or
  Failure developing to or from your existing heating system following the work (which has not been caused by our negligence); or
2. Warranties or negligent or innocent misrepresentations made by our agents or subcontractors.
We will not accept liability for any losses you incur that:
1. were not reasonably foreseeable to you and us when the contract was formed;
2. were not caused by any default, negligence, act or omission on our part or that of our agents, franchises, employees, engineers or subcontractors;
3. were caused by any default, negligence, act or omission of any part other than us, our employees, agents, engineers or subcontractors or by circumstances beyond our reasonable control; or
4. Indirect, consequential or business losses.
Nothing in the conditions affects any statutory rights that you may have or excludes or limits any liability for death or personal injury resulting from our negligence or for fraud or any other liability which cannot be excluded or limited by law.
If, we are found liable to pay you compensation or damages due our breach of contract and or negligence or other tort then you agree that our liability to you will not exceed the price paid under this contract.
Exclusions of all works other than specified in our quotation will be at additional cost for which a quote will be provided.

Data Protection

The Heating People warrants that all information provided by you and held by the company shall be treated in accordance with the 2018 UK General Data Protection Regulations (GDPR).
We will process your information to enable us to carry out your order for work and for administration of the contract (including debt collection), risk assessment, marketing and the offering of any of our group company’s products or services (unless you have opted out), market research, after sales service, system testing, analyzing your account history and to detect and prevent fraud. Your information may be disclosed to our employees, agents, service providers, group companies and assignees for these purposes.
We may share your information with relevant trade bodies (including Gas Safe Register) and all other associated bodies who may need to pass this information on to the relevant body to comply with Building Regulations or other regulatory requirements and/or in order to carry out the installation and any after sales services.
We may search the files of credit reference agencies to carry out credit checks on you and the agencies may record a copy of the search and may share it with other organisations to assist with credit related decision making and to prevent fraudulent activity.
We may monitor and/or record your telephone calls for security and training purposes.

Miscellaneous provisions

We may vary these conditions at any time and shall notify you of such change as soon as is reasonably possible. Where the variation is of significant disadvantage to you, you may cancel the contract by notifying us in writing within 14 working days after we have sent you the notification of the variation. The variation shall not apply to a contract which has been cancelled. All deposits and prepayments paid to us by you shall be refunded as a result of such cancellation, unless the date for work has been agreed by you.
Other than you, The Heating People do not intend that any other person can benefit from the order.
The Conditions and the contract between you and The Heating People are subject to the laws of England and Wales and the exclusive jurisdiction of the courts of England and Wales.
If any of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other terms and conditions shall not be affected.
The Heating People shall not be liable for any delay or failure to deliver products or otherwise perform any obligations as specified in these terms and conditions if the same is wholly or partially caused whether directly or indirectly by circumstances beyond our reasonable control.
The Heating People can alter or extend promotions at any time.
The terms and conditions listed on our website do not constitute the entire agreement (for purposes of brevity). Full terms and conditions are available by request.

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