Terms & Conditions.

M Spencer Plumbing & Heating Ltd carries out the work set out on your quote, for the price that is stated within it, under the following terms and conditions. All prices include VAT at the current rate.

  • The company reserves the right to refuse to carry out work for any customers who are abusive to our staff.
  • The company reserves to decline to the right to refuse to accept any call outs from customer’s who have any outstanding payments.
  • The company requires 50% deposit minimum 48 hours prior appointment/ installation in order to purchase boiler/ parts need for the installation.
  • The settlement payment must be paid in full upon completion of the installation/ service.
  • Manufacturers warranty & registration with Gas Safe will only be released on receipt of final payment.
  • The company will do everything in their power to prevent the customer’s household from any potential damages.

  • All complaints have to be made in writing to Head office address, you can also email the complaint to mspencerplumbinghtgltd@gmail.com
  • The company will aim to respond to any complaint made within 48 hours.

Parts/ Boilers
  • All materials/ boiler/ parts installed are the Company’s property until all invoices / balances are paid in full.
  • If the customer fails to pay in full any outstanding invoice/ balance in the time specified the company reserves the right to remove its property from the customer’s property.

The Company’s Guarantee
  • We offer 12 months of help and advice after the installation FREE of charge.
  • The company guarantee will last for 12 months starting from the completion date, the company takes full responsibility for all the works and materials that the company has installed.
  • Where we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts of your existing system that later develop faults, unless we have been negligent in not realising that this damage to your existing system would happen or unless the way we carried out the work was negligent and this caused the fault.
  • The company does not take responsibility for any other part of the attached system such as radiators, time switches, thermostats, motorised valves, external pumps, external central heating pumps, external expansion vessels, and sanitary areas such as toilets, taps, sanitary pumps, shower valves & shower pumps. 
  • The company does not take any responsibility for faulty parts that have been installed by another company or parts installed by our company that has been repaired/altered or that have been moved from their original place of installation by any other person than our Gas Safe engineer.
  • The company reserves the right to charge an hourly fee for call out to fault that is not caused by the installation work that we have quoted for.
  • The costs of an annual boiler service or any parts required by the annual service are NOT included in the installation fee.

  • The company aims at sending quotations to customer for straight installation within 48hours from enquiry. If the installation requires further time to give an accurate estimate i.e. Boiler Relocation, Full Central Heating Installations or other bespoke work it could take unto a week for the company to send the quotation to the customer.
  • Once the price for Installation/ Service is agreed, the suitable date for both customer & the company will be arranged.
  • The agreed price is inclusive of VAT, and it should not change under any circumstances unless otherwise advised by the company in advance prior the Installation/ Service.

Home Visits/ Surveys
  • A free home survey will be carried where possible before the final price can be agreed. The company offers a short phone survey, face time or any other sort of video call which determines requirements for customers installation/ service after which the quotation can be sent.
  • The company reserves there right to to call off/ re-arrange home visit at any time. The company will contact the customer in advance whenever possible.

The Appliance Servicing
  • The company will contact the customer with enough notice when the service of their boiler is due where possible.If any faults are discovered when the service is carried out the engineer will advise the customer of the fault. The customer is responsible to contact the manufacture if the appliance is under warranty, if the warranty has expired the engineer will advise the cost of the repair before proceeding.
  • The area surrounding the appliance should be clear out as much as possible to give the engineer access in order to carry out the service. Failing to do so, the company reserves the right to charge the customer a fee for having to clear the area to gain access.
  • For the appliances that originally not fitter by the company – we reserve the right to shut down the appliance that is unsafe and/ or installed incorrectly and does not meet Gas Safety regulations.

Manufacturer’s Warranty
  • All appliances purchased from the company are covered by the manufacture’s warranty.In order to qualify for a full boiler warranty, it is crucial to remember that the boiler is serviced by a qualified Gas Safe registered engineer every 12 months.
  • If the Customer decides not to have an annual service the boiler’s warranty will lapse and the manufacturer will no longer cover any call-outs, parts, or labour costs in the event of a breakdown.

  • Once customers are happy with the installation dates offered, they are required to reply to the initial email sent by the company confirming the chosen option.
  • Once the company receives the confirmation, the Fixed Price Quote is produced for the customer which advised the chosen option, price, date of Installation, and deposit requirements.
  • The company reserves the right to collect outstanding settlement payments immediately after the installation is completed.

Cancellations & Refunds
  • You can cancel this agreement up to 14 days after accepting it. This is called your cooling off period. By accepting the quote and paying the deposit you have agreed that in the case of urgent repair/ replacement of Heating products we can start work before the cooling-off period ends. If you cancel your agreement after the work has started, we will charge you for any work already carried out and any goods already installed into your property. You will not be able to cancel once the work is fully completed or the goods have been installed into your property. We can deduct our costs from any deposit you have paid or bill you for them.
  • The wish to cancel the installation/ appointment should be in writing/ email. The company will refund the customer’s deposit payment within 7 days of the received cancellation notice. (‘working’ days do not include Saturdays, Sundays or public holidays).

Cancellation policy for boiler servicing and gas safety inspections
  • We require 24 business hours notice for canceling or rescheduling appointments. Canceled or missed appointments with less than 24 hours notice will result in a charge of up to 100% of the fee quoted for the work.
  • In rented properties where the  Gas Safety Inspection and/or Boiler Service is booked, the Landlord or property management company takes full responsibility to provide correct contact details for tenants. This includes correct phone numbers, point of contact, and address information. Incorrect information that leads to a missed appointment will be treated as a cancellation and therefore the 100% fee will apply.
  • In rented properties where the  Gas Safety Inspection and/or Boiler Service is booked, it is the responsibility of the Landlord or property management company to ensure the tenant is present at the property and aware of our arrival ahead of the appointment. If the tenant will not be present, access must be arranged prior to arrival. Failing this, the company reserves the right to charge 100% of the fee for the missed appointment.

M Spencer Plumbing & Heating Ltd service pack will upgrade your boiler service to include the following;
  • Annual boiler service required by the manufacturer to keep your extended warranty valid.
  • Gas safety check on all other gas appliances
  • Annual smoke and carbon monoxide alarm test (if fitted)
  • Extended help and support. Includes 1x 1hr callout per year if required saving £70 and unlimited telephone advice and support
  • Priority Saturday boiler servicing. Standard servicing on Mondays only
  • Fixed price service pack for a minimum of 5 years. All things go up in price eventually, the cost of your boiler servicing won’t as long as you continue with the plan.
  • Annual system water check. Your warranty could be invalidated if you don’t have clear system water

Terms and conditions of M Spencer Plumbing & Heating Ltd Service Contract: 
  • Annual boiler service — The annual boiler service includes the standard safety and performance check as required by the manufacturer to keep your warranty valid. Should any of the required tests show that a boiler strip down or parts are required, the cost for this is not covered under the service contract.
  • Gas safety check on other appliances — When relighting all other gas appliances after completing the boiler service, we will also check them to ensure they are not posing a danger to you or your property. Please note this is only a basic visual check and if any issues which pose possible danger or risk to life are found, we will be required by law to stop the supply of gas to that appliance.
  • Annual smoke and carbon monoxide alarm test — The test on the smoke and carbon monoxide appliances will be carried out once the property owner or responsible person has identified to the engineer the location of such appliances. We will test your smoke or carbon monoxide alarm by pressing the test button if one is present. If the alarm does not give off an audible signal we will advise that this is the case, this often means the appliance will need replacing. We will not provide a replacement as part of the service pack or replacement batteries.
  • Extended help and support — It is advised that you attempt a free telephone call before using your free 1hr callout per year as you may need that in an emergency. The free 1hr callout will only be available between the hours of 8 am and 4 pm Monday to Friday and from first contact we have 72 hours to attend the property.
  • Priority Saturday boiler servicing — On a first come first serve basis and only available between the hours of 8 am and 2 pm. At this time we do not offer exact slots but aim to give 1hr notice of arrival.
  • Fixed price service pack — For a minimum of 5 years (maybe longer dependant on inflation) the service pack is fixed at the rate at which you receive at the start of your cover. However, should you miss a payment or temporarily cancel for whatever reason, a new service pack will begin and this may have a higher cost.
  • Annual system water check — If the system water fails a quality check we will flush the system with your approval and add a new 1 Litre bottle of system inhibitor inclusive on the service contract. Only one 1 Litre bottle of inhibitor is provided with the service pack every two years if required. Please note, if the inhibitor is deemed not necessary on your system, there is no partial refund of the service contract price