Subject to the terms and conditions set out below, Cadent shall undertake the works as outlined in the quotation and/or any third-party referral into our programme.

1. Timescales

We will agree a date and time that is convenient for you and advise you of the expected duration of the works.

We will complete the works without undue delay unless circumstances beyond our control affect delivery. In such cases, additional time may be required and will be agreed with you.

2. Appliance Servicing and Repairs

All servicing and repair work shall be carried out in line with the manufactures guidelines and as per their instructions by a Cadent or Cadent approved Gas Safe Register Installer. Where manufacturer’s instructions are not available, we will work to the relevant British Standard which is applicable to that appliance.

3. Appliance Installation

Appliance installations shall be in line with manufacturer’s instructions, industry standards and building regulations. With regards to associated controls these will also be installed in line with the manufacturer’s instructions and building regulations.

Upon completion of your installation, you will receive:

• Manufacturer’s instruction booklet with completed benchmark.

• Manufacturer’s warranty certificate.

• Building control certificate (boilers/water heaters only).

4. Warranties and Guarantees

Warranty length and cover provided will be dictated by the manufacturer and the agreement will be with them. There are certain conditions which will need to be followed to keep you warranty valid i.e. annual service, we will contact you 12 months after installation as you may still be eligible, and we support you with this. There will be a 6 month warranty on our workmanship.

We may contact you around the anniversary of the works completed to see if you are still eligible for support from the programme. We may be able to complete you annual service.

5. The Works

All other work not included within the above shall be carried in accordance with the relevant British Standards and Building Regulations this may include but not limited to:

• Pipework installed by us or our partners

• Radiators installed by us or our partners

• Electrical work completed by us or our partners

Any holes drilled for pipes or flues will be made good and ready for decoration. Any radiators replaced may require the need for decoration to be completed. This will be discussed with you before we complete the works. For the avoidance of doubt, we will make good to where possible to any holes, but we will not complete any decoration or wall papering.

6. Our Workers

We are entitled to sub-contract the whole or any part of the works. We will be responsible for any work undertaken on our behalf at the property.

We are also entitled to use secondary trades, such as electricians, specialist builders or waste contractors. These maybe Cadent approved sub-contractors and will be suitably qualified. We will be responsible for the work they complete.

7. Information and Access

You will:

• Confirm to us the tenure of the property and that you live at the property.

• Confirm to us who owns the existing gas boiler and gas appliances at the property.

• Provide accurate information to us regarding your property so we can undertake the works in a timely and safe manner.

• Obtain any necessary consents required to enable us to undertake any works, and we will be entitled to rely on your confirmation that such consents have been obtained.

• Ensure that when we are at the property someone 18 years or older is available at the property to make any important decisions about the works. If you are not at the property on a day we are undertaking the work you must ensure someone else is present who can give us instructions on your behalf.

8. Our Liability to You

We are responsible to you if we do something wrong or fail to do something which we should do (unless that is caused by events or circumstances outside our control) and you suffer loss or damage as a direct result.

Nothing in the contract will exclude or limit the extent of our liability to you for death or personal injury caused by us or our sub-contractors. We do not exclude or limit our liability for fraud, fraudulent misrepresentation, defective products under the Consumer Protection Act 1987, or any other liability which may not be lawfully excluded or limited.

If we or our sub-contractors damage your property while we are carrying out the works, we will make good the damage.

However, we will not be responsible for any pre-existing faults or damage to your property. Our maximum aggregate liability to you for damage to your property shall be limited to £1 million.

Our liability to you for loss or damage you may suffer (other than death, personal injury or damage to your property) shall be limited to the amount you paid us for the works and any agreed exceptional work.

We have no liability to you for any loss of profits, loss of revenue, or loss of anticipated savings in expenditure you suffer because of either our breach of the contract, our negligence or otherwise.

Your statutory rights are not affected, and we do not exclude our liability for any breach of your rights under the Consumer Rights Act 2015.

9. Personal Information

Our privacy policy explains how we will use the personal information you provide to us. You can read our privacy policy on our website at https://cadentgas.com/privacy-andterms/privacy-policy. A written copy is available on request.

10. Changing Your Mind

Before work starts you may change your mind after and decide you no longer want us to carry out the works. You must notify us before work commences.

11. Assignment

This agreement is personal to you and is not transferable.

12. Complaints

If you are not satisfied with the performance of the works by us, you can make a complaint. We will follow our complaints handling procedure which can be found at https://cadentgas.com/contact-us/making-a-complaint

You can request a copy of our complaint’s procedure by email or post.

13. Statutory Rights

Nothing in these terms affects your statutory rights.

14. Disputes

If you have a complaint and cannot reach agreement with us through our complaint’s procedure, then you may refer the complaint to the Energy Ombudsman. The Energy Ombudsman website is https://www.energyombudsman.org/.