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TERMS & CONDITIONS

Matt Poulter Plumbing & Heating Ltd

These Terms & Conditions apply to plumbing, heating, bathroom, boiler, heat pump, underfloor heating, air conditioning, renewable heating and associated works undertaken by Matt Poulter Plumbing & Heating Ltd (“MPPH”, “we”, “us” or “our”).

By accepting our quotation, paying a deposit, instructing us to commence work or allowing work to commence, the customer (“you” or “the customer”) agrees to these Terms & Conditions.

These Terms & Conditions should be read alongside the relevant quotation, specification, design, drawings and any subsequent written variations.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. QUOTATIONS

Unless otherwise stated, quotations are valid for 30 days from the date of issue.

Our quotation is based on the information reasonably available to us at the time, including site inspections, photographs, drawings and information supplied by the customer.

Quotations are based on visible and reasonably foreseeable conditions. Plumbing and building work frequently involves concealed services, structures and existing installations that cannot be fully assessed before work begins.

Unless expressly stated otherwise, quotations do not include additional work resulting from:

Where additional work becomes necessary, we will advise the customer where reasonably practicable and may provide an additional quotation or charge the work at our applicable labour and material rates.

2. ACCEPTANCE & CONTRACT

A contract is formed when the customer accepts our quotation, pays any requested deposit or instructs us to proceed.

The quotation, these Terms & Conditions, any written specification and any agreed written variations together form the contract.

Where there is a conflict between the quotation and these Terms & Conditions, the specific wording contained within the quotation will normally take precedence in relation to the scope and price of that particular project.

3. PAYMENT TERMS

Unless different payment terms are stated on the quotation, our standard payment schedule for larger works is:

50% deposit – payable 6 weeks before the agreed commencement date

This secures the installation date and enables us to order equipment and materials.

25% stage payment – payable at the agreed stage of the works or when invoiced

The stage at which this payment becomes due may vary according to the project and will normally be identified on the quotation or invoice.

25% final balance – payable on the day of completion or immediately upon issue of the final invoice, unless otherwise agreed in writing.

Completion for payment purposes does not require every minor snagging item to have been completed. Where the principal contracted works are complete and the system, room or installation is capable of its intended use, the final balance becomes payable.

Minor defects, snagging, outstanding paperwork or items awaiting replacement under a manufacturer’s warranty do not entitle the customer to withhold the entire outstanding balance.

Where there is a genuine disputed item, any undisputed part of the invoice remains payable.

Smaller works, servicing, repairs and call-outs may be invoiced in full upon completion and are payable in accordance with the invoice.

We reserve the right to suspend work where a payment has not been made when due.

4. DEPOSITS, MATERIAL ORDERS & CANCELLATION

Deposits may be used to purchase equipment, materials and specially ordered goods for the customer’s project.

Once equipment or materials have been ordered, costs that we have reasonably incurred or committed to may be deducted from any refund following cancellation, subject to the customer’s statutory cancellation rights.

Special-order, bespoke or customer-specific goods may not be returnable once ordered.

Where the customer has requested work to commence during a statutory cancellation period, the customer may be required to pay for work and services already supplied if they subsequently exercise a legal right to cancel.

Nothing in this section limits any cancellation rights the customer has under applicable consumer law.

5. INSTALLATION DATES

We will make reasonable efforts to attend and complete work on the dates agreed.

Dates and durations are estimates unless expressly agreed otherwise.

We are not responsible for reasonable delays caused by circumstances outside our control, including:

We will keep the customer informed of significant delays where reasonably possible.

6. ACCESS TO THE PROPERTY

The customer must provide reasonable and safe access to the property and all areas necessary to complete the works.

This includes access to stop taps, meters, consumer units, boilers, cylinders, lofts, airing cupboards, radiators, pipework, plant rooms and other relevant equipment.

Unless agreed otherwise, areas in which we are working should be cleared of furniture, personal belongings and valuables before work begins.

We cannot accept responsibility for damage to items that have not been removed from working areas where we have reasonably asked for access or clearance.

Children and pets must be kept safely away from working areas.

7. EXISTING PIPEWORK & SYSTEMS

Existing plumbing and heating systems can develop leaks or faults when they are drained, refilled, pressurised, flushed, altered or disturbed.

Where we are required to connect to, modify or reuse existing pipework, radiators, valves, fittings, cylinders, boilers, pumps, controls or other equipment, we cannot guarantee the condition or remaining life of those existing components.

We will take reasonable care when working on existing systems. However, we are not responsible for defects or failures in pre-existing components that arise because the existing component was already deteriorated, corroded, poorly installed, unsuitable or approaching the end of its serviceable life.

Examples include existing:

If additional repairs become necessary, these will be treated as additional works unless the problem was caused by our failure to exercise reasonable care and skill.

8. DRAINING & REFILLING EXISTING HEATING SYSTEMS

Draining and refilling an existing heating system can expose weaknesses that were previously sealed by corrosion, debris, scale or deposits.

Older radiator valves, fittings, automatic air vents and pipe joints may begin leaking after being disturbed.

We will rectify any issue caused directly by our workmanship. However, repairs to unrelated existing components or existing defective pipework will be chargeable.

9. CONCEALED PIPEWORK, CABLES & SERVICES

Customers must tell us about any known concealed pipes, cables, drains, underfloor heating pipes or other services before work begins.

We will use reasonable care when drilling, cutting, chasing or fixing into walls, ceilings and floors.

However, it is not always possible to identify concealed services, particularly where they have been installed outside recognised zones or without drawings.

We are not responsible for damage to concealed services that could not reasonably have been identified beforehand, except where the damage results from our failure to exercise reasonable care and skill.

10. DRILLING THROUGH WALLS, FLOORS & CEILINGS

Plumbing, heating, air conditioning and heat pump installations frequently require drilling or core drilling through walls, floors and ceilings.

Although reasonable care will be taken, drilling from one side of a wall can occasionally cause plaster, render, brickwork, tiles or other finishes on the opposite side to chip, crack or break away.

This risk is particularly increased with old, loose, hollow, previously damaged or poorly bonded finishes.

Unless caused by our failure to exercise reasonable care and skill, making good decorative finishes or damage resulting from an unavoidable breakout on the opposite side of a drilled surface is not included unless specifically stated within the quotation.

11. FLOORS, WALLS & DECORATION

Where necessary to complete the works, we may need to lift or remove flooring, floorboards, tiles, boxing, panels, skirting, plasterboard or other finishes.

We will exercise reasonable care, but we cannot guarantee that existing materials can be removed and reinstated without damage.

Unless expressly included within the quotation, our work does not include final:

Where floorboards need to be lifted, reasonable cuts or access points may be required.

12. TILES & SANITARYWARE

Existing tiles, sanitaryware and bathroom furniture can be fragile, particularly where old adhesive, movement or previous installation methods are involved.

Where existing items are to be retained or reused, we will take reasonable care but cannot guarantee their removal without damage.

If replacement items cannot be sourced because a product has been discontinued or the existing finish cannot be matched, we are not responsible for replacing larger areas solely to obtain a matching appearance unless agreed separately.

13. CUSTOMER-SUPPLIED PRODUCTS

Where the customer supplies sanitaryware, taps, showers, radiators, valves, tiles, furniture, appliances or other products, the customer is responsible for ensuring they are:

We are not responsible for defects, missing parts, incorrect products, delays or warranty issues relating to customer-supplied goods.

Additional labour caused by faulty, incorrect, incomplete or unsuitable customer-supplied products may be chargeable.

Any workmanship warranty we provide applies to our installation work and not to the customer-supplied product itself.

14. BATHROOM INSTALLATIONS

Bathroom quotations are based on the visible condition of the room before removal.

Removing baths, showers, trays, tiles, flooring or wall coverings can reveal hidden problems including:

Necessary remedial work that could not reasonably have been identified before removal may be charged additionally.

15. TILE VARIATION & FINISHES

Natural and manufactured tiles can vary in shade, pattern, size and finish.

Reasonable variation is not considered defective workmanship.

Exact grout lines and tile positioning may need to be adjusted to accommodate the dimensions of the room, tile sizes, sanitaryware and existing walls.

Existing walls and floors may not be perfectly level, square or plumb. Unless substantial corrective works are included within the quotation, finishes will be installed to the best reasonable standard achievable using the existing structure.

16. HEAT PUMP DESIGN

Heat pump systems are designed using the information available at the time, including room measurements, insulation information, building construction, design temperatures, heat-loss calculations and information provided by the customer.

Calculated heat loss is a design estimate and actual building performance may vary.

Heat pump performance, efficiency and running costs are affected by numerous factors including:

Any predicted COP, SCOP, SPF, annual consumption, running cost or saving is therefore an estimate and not a guarantee unless expressly stated otherwise.

17. HEAT PUMP FLOW TEMPERATURE & RADIATORS

Heat pump radiator sizing is based on the design conditions and intended flow temperature stated within our design.

Where the customer elects to retain existing radiators, install their own radiators or chooses smaller radiators than recommended, we cannot guarantee that the intended design flow temperature or efficiency will be achieved.

Increasing heat pump flow temperature can increase heat output but may reduce system efficiency and increase electricity consumption.

Where we provide recommended radiator sizes but the customer or another contractor supplies or installs the radiators, responsibility for ensuring the installed radiator’s certified output meets our stated design requirement rests with the person supplying/installing the radiator.

18. CUSTOMER ALTERATIONS AFTER HEAT-LOSS DESIGN

Heat-loss calculations are based on the property specification supplied or observed during design.

If the customer subsequently changes insulation, glazing, room layouts, extensions, wall construction, floor coverings, ventilation, radiators or other relevant aspects of the property, the original design may no longer be accurate.

We should be informed of material changes before installation.

Additional redesign work may be chargeable.

19. HEAT PUMP RUNNING COSTS

Any running-cost comparison provided by us is illustrative unless expressly stated otherwise.

Actual costs depend on the customer’s electricity tariff, weather, desired internal temperatures, hot-water usage, system operation, building heat loss and achieved seasonal efficiency.

We cannot guarantee that a heat pump will cost a specific amount per year to operate or achieve a particular saving compared with gas, oil, LPG or direct electric heating.

20. WEATHER COMPENSATION & CONTINUOUS OPERATION

Heat pumps commonly operate differently from traditional boilers.

Systems may be designed to operate for longer periods at lower temperatures using weather compensation rather than short periods of high-temperature heating.

This is normal operation and does not indicate that the system is defective.

Customer changes to heating curves, flow temperatures, schedules, thermostats or control parameters can affect comfort and efficiency.

21. UNDERFLOOR HEATING

Underfloor heating output depends on the system design, pipe spacing, water temperature, floor construction, heat loss and floor finish.

Heat-output figures are based on defined design conditions.

The final floor covering has a significant effect on heat output.

Carpets, underlay, rugs, timber, laminate and other insulating floor coverings can reduce the amount of heat transferred into the room.

Where the customer changes the specified floor covering after the system has been designed, we cannot guarantee that the original calculated heat output will still be achieved.

The customer must ensure that the combined thermal resistance or tog value of flooring and underlay is suitable for underfloor heating and complies with the requirements of the UFH and flooring manufacturers.

We are not responsible for reduced heating performance caused by unsuitable, excessively insulating or subsequently changed floor coverings.

22. UNDERFLOOR HEATING – FLOORING INSTALLATION

Flooring contractors must follow the relevant underfloor heating commissioning and flooring manufacturer’s requirements.

Where required, screeds and similar floor constructions must be fully cured before heating is introduced.

Damage to flooring caused by incorrect installation, unsuitable adhesives, excessive thermal resistance, incorrect commissioning by others or failure to follow manufacturer requirements is not our responsibility.

23. HEATING SYSTEM WATER QUALITY

Where appropriate, systems will be cleaned, flushed, treated and inhibited in accordance with applicable requirements and manufacturer instructions.

We are not responsible for future contamination introduced through subsequent alterations, untreated top-up water, work carried out by others or failure to maintain the system.

Existing heavily contaminated systems may require additional cleaning or remedial work, which may be chargeable.

24. EXISTING SYSTEM SLUDGE & BLOCKAGES

Connecting new equipment to an existing heating system can expose pre-existing sludge, scale or restrictions.

Unless specifically included, extensive powerflushing, replacement of blocked pipework and repairs to existing restricted components are not included.

Where an existing system cannot achieve the required flow rates due to pre-existing pipework restrictions, additional remedial work may be necessary.

25. WATER PRESSURE & FLOW

Performance of showers, taps, cylinders and other outlets depends upon the available incoming water pressure and flow rate.

Where we have measured or estimated incoming performance, this represents conditions at the time of testing.

We cannot guarantee future water-company supply pressure or flow.

The customer should be aware that simultaneous use of multiple outlets can reduce available flow.

26. BOILERS & EXISTING APPLIANCES

Where we carry out work on an existing boiler or appliance, our responsibility is limited to the work we have undertaken.

We are not responsible for unrelated components subsequently failing unless the failure was caused by our work.

Moving an existing boiler or appliance may expose age-related or pre-existing faults. Unless caused by our failure to exercise reasonable care and skill, subsequent repairs will be chargeable.

27. GAS SAFETY

Where we discover a gas installation or appliance that we reasonably believe is unsafe, we will follow applicable Gas Safe procedures.

This may require an appliance or supply to be isolated.

We will not knowingly leave an unsafe gas installation operational simply because the unsafe condition existed before our attendance.

Any remedial work required may be quoted separately.

28. UNVENTED HOT-WATER CYLINDERS

Unvented cylinders require appropriate safety controls and discharge arrangements.

Where existing components do not comply with applicable requirements or manufacturer instructions, additional remedial work may be required before we can commission or certify the installation.

Customers must not alter, isolate or interfere with safety devices.

29. ELECTRICAL WORKS

Electrical works are included only where expressly stated.

Where specialist electrical work, consumer-unit alterations, supply upgrades, earthing improvements, DNO work or additional circuits are required and were not included within the quotation, these will be additional.

Existing electrical installations must be suitable for the equipment being installed.

30. ASBESTOS & HAZARDOUS MATERIALS

Our quotation assumes that the working area is free from asbestos and other hazardous materials unless specifically identified beforehand.

If suspected asbestos or another hazardous material is discovered, work in the affected area may stop until the material has been appropriately assessed or removed.

Associated delays, testing and specialist removal costs are not included unless expressly stated.

31. STRUCTURAL MATTERS

Unless expressly stated, our quotations do not include structural engineering, structural alterations or specialist building works.

The customer is responsible for obtaining any necessary structural advice where required.

We reserve the right not to mount heavy equipment to a surface that we reasonably believe is unsuitable.

32. PLANNING PERMISSION, BUILDING REGULATIONS & THIRD-PARTY APPROVALS

Unless expressly included within our quotation, the customer is responsible for obtaining any necessary:

Where our work is covered by an applicable competent-person scheme, we will provide or arrange the relevant certification where included within the contract.

33. MCS & GRANT-FUNDED INSTALLATIONS

Where an installation is carried out under MCS or a government grant scheme, the customer agrees to provide all information and documentation reasonably required for compliance.

Grant eligibility is determined by the relevant scheme administrator and government rules, not solely by MPPH.

We cannot guarantee grant approval where eligibility requirements are not met or scheme rules change.

If a customer supplies incorrect information or makes changes that affect eligibility, any resulting additional cost or loss of funding is not our responsibility except where caused by our failure to exercise reasonable care and skill or comply with our contractual obligations.

34. BOILER UPGRADE SCHEME

Where applicable, the Boiler Upgrade Scheme grant is subject to the scheme rules in force at the relevant time.

The customer must cooperate with any customer-consent, EPC, property-eligibility or audit requirements.

Any grant value shown within our quotation is based on the applicable scheme at the time of quotation and may be amended if government rules or eligibility change before redemption.

35. MANUFACTURER WARRANTIES

Manufacturer warranties are provided by the relevant manufacturer and are subject to their terms.

The customer must comply with servicing, registration and maintenance requirements necessary to preserve the warranty.

We are not responsible for a manufacturer refusing a warranty claim for reasons outside our control.

Where we assist with a warranty claim, delays in obtaining replacement parts or manufacturer attendance are outside our control.

36. SERVICING & MAINTENANCE

Heating appliances, heat pumps, boilers, cylinders, air conditioning and associated equipment should be maintained in accordance with manufacturer instructions.

Failure to maintain equipment may affect efficiency, reliability and manufacturer warranties.

A service is preventative maintenance and does not guarantee that a component will not subsequently fail.

37. AIR CONDITIONING

Air-conditioning sizing is based on the information available regarding room dimensions, glazing, orientation, occupancy, equipment and expected use.

Actual cooling and heating demand can vary according to weather, solar gain, doors/windows being opened, occupancy and internal heat gains.

Where the customer materially changes the room or its use after design, system performance may differ from the original calculation.

38. CONDENSATE

Air-conditioning and high-efficiency heating appliances can produce condensate.

Condensate routes will be installed in accordance with the agreed design and reasonable site constraints.

Where gravity drainage is not possible, a condensate pump may be required. Pumps contain moving components and can require future maintenance or replacement.

39. DRAINAGE

Existing drains and waste pipes are not warranted by us merely because we connect a new appliance or sanitary fitting to them.

Pre-existing partial blockages, inadequate falls, damaged drains, poorly installed waste pipes or restrictions may only become apparent after new equipment is connected.

Any necessary remedial work to existing drainage is additional unless included within the quotation.

40. MAKING GOOD

Unless specifically included within the quotation, our price does not include final decorative making good.

Where we make openings to carry out installation work, we will leave the area reasonably safe and suitable for subsequent finishing.

Exact matching of existing plaster, paint, tiles, brickwork, render, flooring or decorative finishes cannot be guaranteed.

41. DUST, NOISE & DISRUPTION

Building, plumbing and heating work inevitably creates some dust, vibration, noise and disruption.

We will take reasonable precautions to minimise this but cannot guarantee a dust-free environment.

Customers should remove or protect particularly sensitive items before work begins.

42. WASTE REMOVAL

Waste removal is included only where stated within the quotation.

Where removal is included, this relates to waste generated by our contracted works and does not include unrelated household, building or third-party waste.

43. PARKING, PERMITS & ACCESS CHARGES

Unless included within our quotation, reasonable parking charges, permits, congestion charges or similar site-specific access costs may be added to the invoice where they are necessarily incurred in carrying out the works.

44. WORK BY OTHER TRADES

We are not responsible for work undertaken by other contractors or trades.

Where another contractor alters, disconnects or interferes with our installation, any resulting investigation or remedial attendance may be chargeable.

Any delays caused by other trades may result in additional labour or return-visit charges where reasonably incurred.

45. CHANGES REQUESTED BY THE CUSTOMER

Changes to the agreed scope after acceptance may affect both the price and completion date.

Additional works will be charged as agreed or, where a price cannot reasonably be established beforehand, based on the additional labour and materials reasonably required.

Verbal requests made on site should be confirmed in writing where practicable.

46. UNFORESEEN ADDITIONAL WORK

If we discover an issue that makes the original work impractical, unsafe or non-compliant, we may suspend the affected part of the work and explain the options available.

We will not knowingly complete work in a way that we reasonably believe is unsafe or contrary to applicable regulations.

47. CUSTOMER OCCUPATION DURING WORKS

Where the property remains occupied during works, there may be temporary periods without heating, hot water, water, electricity or use of bathrooms.

We will try to minimise disruption, but temporary interruption is often unavoidable.

The customer is responsible for making suitable arrangements for vulnerable occupants where necessary.

48. FREEZING WEATHER

Where systems are isolated, drained or awaiting commissioning, the customer must follow any instructions we give regarding frost protection.

We are not responsible for frost damage caused by the customer switching off equipment or electricity contrary to our instructions or otherwise preventing frost-protection functions from operating.

49. SYSTEM COMMISSIONING & CUSTOMER SETTINGS

Systems are commissioned to settings we consider appropriate based on the design and manufacturer guidance.

Customers may subsequently alter thermostats, heating curves, schedules and temperatures.

We cannot be responsible for poor comfort or excessive consumption resulting from customer changes, third-party changes or operation contrary to the instructions provided.

We may charge for visits required solely to correct altered settings or provide additional user instruction.

50. SMART CONTROLS, WI-FI & THIRD-PARTY SERVICES

Smart thermostats, apps and internet-connected equipment may depend on the customer’s Wi-Fi, internet connection, smartphone, third-party servers and software.

We are not responsible for outages, compatibility changes, app updates, discontinued third-party services or internet/Wi-Fi problems outside our control.

51. PHOTOGRAPHS

We may take photographs of our work for installation records, certification, warranty purposes and quality control.

We may also wish to use photographs of completed work for our website, portfolio or social media. We will not intentionally publish personally identifying information or images of occupants without appropriate permission.

Customers who do not want photographs of their completed installation used for marketing purposes should tell us.

52. WORKMANSHIP

We will carry out our services with reasonable care and skill and in accordance with applicable requirements relevant to the work.

If the customer believes there is a problem with our workmanship, they should notify us as soon as reasonably possible and give us a reasonable opportunity to inspect and, where appropriate, rectify the issue.

The customer should not instruct another contractor to alter or repair the work before giving us a reasonable opportunity to inspect it, except where urgent action is reasonably necessary to prevent danger or further damage.

53. DEFECTS & REMEDIAL WORK

Where a defect is caused by our workmanship, we will rectify it within a reasonable period.

This does not cover faults caused by:

This clause does not affect statutory rights.

54. LIMITATION OF LIABILITY

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or the customer’s statutory consumer rights.

We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill.

We are not responsible for losses that are not reasonably foreseeable or for defects, failures or damage caused by matters outside our reasonable control.

Where the customer is acting wholly or mainly for business purposes, additional limitations may apply as permitted by law.

55. CONSEQUENTIAL & BUSINESS LOSSES

Where the customer is a consumer, we provide our services for private domestic use.

We are not responsible for business losses arising from domestic works, including loss of profit, loss of business, loss of opportunity or business interruption, except where the law provides otherwise.

56. WATER DAMAGE & EMERGENCIES

If the customer becomes aware of a leak, loss of pressure, unusual noise, electrical issue or other suspected fault following our work, they must take reasonable steps to prevent further damage and contact us promptly.

Where safe to do so, this may include isolating the water supply or affected appliance.

We are not responsible for additional damage that could reasonably have been avoided after the customer became aware of a problem and failed to take reasonable steps or notify us.

This does not limit our responsibility for damage caused by our negligence or breach of contract.

57. OWNERSHIP OF GOODS

To the extent permitted by law, goods supplied by us remain our property until they have been paid for in full.

This does not give us an automatic right to enter the customer’s property or remove installed goods without lawful authority.

Risk in installed equipment passes to the customer following installation, subject to our obligations regarding workmanship and consumer law.

58. OVERDUE PAYMENTS

Invoices must be paid in accordance with the payment terms stated.

If payment becomes overdue, we may suspend further non-emergency work and withhold additional works or services until the overdue amount is paid.

We reserve the right to recover reasonable costs of pursuing overdue sums where permitted by law.

For business customers, statutory interest and recovery costs may be charged where applicable.

59. DISPUTED INVOICES

If the customer disputes an invoice, they should notify us promptly and explain the reason for the dispute.

The customer must still pay any portion of the invoice that is not genuinely disputed.

Both parties should make reasonable efforts to resolve disputes promptly.

60. COMPLETION & SNAGGING

A project may be considered substantially complete where the principal contracted installation has been completed and can be used for its intended purpose.

Minor snagging items, cosmetic adjustments, paperwork, certification being processed or manufacturer replacement parts do not prevent substantial completion.

We will return to address legitimate outstanding items within a reasonable timeframe.

61. CERTIFICATES & DOCUMENTATION

Where applicable, certification and commissioning documents will be issued following completion of the relevant works and receipt of sums due under the contract, subject to any legal requirements requiring documentation to be provided irrespective of payment.

Some certificates are issued by third-party registration bodies and may take additional time to arrive.

62. CUSTOMER INFORMATION

The customer is responsible for ensuring that information supplied to us is accurate.

This includes information concerning property construction, insulation, ownership, existing systems, grant eligibility, previous alterations and known defects.

We are not responsible for consequences arising from materially incorrect or incomplete information supplied by the customer, except where we should reasonably have identified the error ourselves.

63. CARE OF NEW INSTALLATIONS

Following completion, the customer is responsible for operating and maintaining the installation appropriately.

This includes arranging servicing where required, maintaining suitable system pressure, keeping external units clear of obstruction where applicable and following manufacturer instructions.

Customers should contact us if they are unsure how to operate an installation.

64. HEAT PUMP EXTERNAL UNITS

External heat pump units require suitable airflow and must not subsequently be boxed in, covered, obstructed by plants or storage, or enclosed contrary to manufacturer requirements.

Changes made after installation that restrict airflow can reduce performance and cause faults.

We are not responsible for problems caused by subsequent obstructions or alterations made by the customer or third parties.

65. NOISE

Heat pumps, pumps, boilers, fans, valves and air-conditioning systems produce some operational noise.

Systems will be installed with regard to applicable manufacturer requirements and, where relevant, planning/MCS requirements.

Normal operational noise is not considered a defect.

Changes to the surrounding property after installation can affect perceived sound levels.

66. PIPE EXPANSION & NORMAL OPERATING SOUNDS

Heating and hot-water systems can produce expansion, contraction and water-flow noises as temperatures change.

Reasonable operating sounds are not necessarily evidence of defective workmanship.

Where excessive noise results from a fault in our installation, we will investigate it.

67. COSMETIC APPEARANCE OF PIPEWORK

Where pipework is surface-mounted, we will aim for a neat and professional installation.

The exact route may need to change due to joists, walls, existing services, structural restrictions or access.

Where a specific route or concealed finish is essential, this must be agreed before work begins.

68. REASONABLE ACCESS FOR REMEDIAL WORK

If we need to investigate or rectify work for which we are responsible, the customer must provide reasonable access.

We cannot be held responsible for delays in rectification where access is refused or repeatedly unavailable.

69. THIRD-PARTY INTERFERENCE

Our responsibility for an installation may be affected where it has subsequently been altered, dismantled, rewired, reprogrammed or otherwise interfered with by another contractor or unauthorised person.

Any investigation required as a result may be chargeable unless the underlying issue is our responsibility.

70. FORCE MAJEURE / EVENTS OUTSIDE OUR CONTROL

We are not responsible for delay or failure to perform obligations caused by events outside our reasonable control.

These may include severe weather, fire, flood, epidemic, industrial disputes, supply-chain disruption, transport disruption, utility failures, government action or shortages of essential equipment.

This does not affect rights the customer may have where performance becomes impossible or is excessively delayed.

71. TERMINATION

We may suspend or terminate work where:

The customer remains responsible for reasonable charges for work completed and materials reasonably ordered up to termination, subject to applicable consumer law.

72. COMPLAINTS

We take complaints seriously.

Any concern should initially be raised directly with Matt Poulter Plumbing & Heating Ltd so that we have an opportunity to investigate and resolve the matter.

Please provide reasonable details of the issue and, where appropriate, photographs.

Where applicable, customers may also have access to complaints or dispute-resolution procedures through relevant certification, competent-person or consumer-protection schemes.

73. CONSUMER RIGHTS

Nothing within these Terms & Conditions is intended to remove, restrict or replace rights provided to consumers by law.

Where any provision of these Terms & Conditions conflicts with a mandatory consumer right, the applicable consumer law will take precedence.

74. SEVERABILITY

If any individual provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

75. GOVERNING LAW

These Terms & Conditions are governed by the laws of England and Wales.

Consumers resident elsewhere in the United Kingdom may also benefit from mandatory protections provided by the laws applicable where they live.

76. CONTACT

Matt Poulter Plumbing & Heating Ltd

For questions regarding a quotation, installation, invoice, warranty or these Terms & Conditions, please contact us using the contact details shown on our website, quotation or invoice.

Last updated: September 2026

By accepting a quotation, paying the required deposit or instructing Matt Poulter Plumbing & Heating Ltd to commence work, the customer confirms that they have had the opportunity to read these Terms & Conditions and agrees that they form part of the contract, subject always to applicable consumer law.