Jobs on an hourly rate The total charge to you will be the time spent by our

representative doing the work. It will include all the time spent in obtaining materials.

Invoices are payable immediately at the end of each job. Invoice unpaid (in total or in part) will carry interest at 3% above base rate per annum.

Collecting materials for a job: We try to minimise collection of materials by

carrying everyday stock. If we do need to collect materials, we will always try to keep the time to minimum. If the time is likely to be more than an hour, you will be informed before our representative leaves the job.


Time keeping: We will make every effort to attend each job within the time and date agreed with you. However, we cannot accept any liability for either arriving late or not at all and for the late delivery or failure to supply materials.

We reserve the right to charge half our hourly rate for any missed appointment, or if our engineer has to wait for customer to arrive. We also reserve the right to charge this rate if an appointment is cancelled with less than two hours notice.

If you instruct us to do works or buy materials and then cancel, we reserve the right to charge you for the cost of any time and materials incurred by us.


Things we cannot cover We are unable to guarantee our work, parts and equipment supplied by you: if they are misused, treated negligently or if our work is repaired, modified or tampered with by anyone other than us. Where we carry our works for you using your materials we can take no responsibility for the quality, fitness for purpose or otherwise of these materials so we cannot accept responsibility for the goods/materials not functioning save poor installation by us.  We take no responsibility for the installation of second hand goods save poor installation work by us.


We cannot guarantee work where you instruct us to carry out work against the

advice of our representative. This advice will be given either orally or in writing.

Our guarantee is also void if we indicate that further work needs to be carried out.


We cannot guarantee work on existing installations that are either inferior or over ten years old nor can we guarantee the effectiveness or otherwise of our work in these cases.  We will only be liable for rectifying our own work and shall not be held responsible for any ensuing damage or claims resulting from this or other work reasonably overlooked or subsequently requested and undertaken at that time.   We shall not be held liable for any delay or consequences of any delay in performing our obligations if such a delay is due to any cause beyond our reasonable control and we shall be entitled to reasonable time extensions.

We shall be entitled to recover the costs or damage from any person or contractor whose negligence or faulty workmanship makes us liable to pay for those damages or rectification of work.

Title of goods: goods supplied and delivered by us to you, or your premises shall remain our property until paid for by you in full. Whilst goods remain our property, (we continue to have title over them) we have the absolute authority to retake, sell or otherwise dispose of all or any part of these goods using the appropriate legal process to recover any monies owed.


Boiler servicing When servicing boilers, every effort will be made to report condition of items in boiler.   Please note this is the condition of the boiler as at the time of the service.  However, some items can fail within a short period of time, after our visit. This is purely coincidental and any subsequent visits will be chargeable unless the fault is directly caused by the carrying out of the boiler service..

Drain down When draining heating systems and filling, every effort will be made to remove air at the first visit. However, we cannot guarantee against further revisits for removing air, any subsequent visits may be chargeable at the discretion of WPS.


Drain down within estimates If our estimate refers to central heating, we have

allowed two hours standard draining and filling time for your central heating.

Although we do not foresee any problems, sometimes systems can be difficult to

drain or fill due to scale, sludge or poor installation by others. On these occasions, the additional time taken will be charged on a time and materials basis at the current rate. Any visits for purging air are chargeable.


Heating works (e.g. boiler replacement radiator/radiator valve replacement desludge) may cause a heating system to go out of balance. If re-balancing is required, it will be charged at our hourly rate.

Boiler pressure drops These can be caused if you vent your system or for instance, decorators remove radiators to pain behind them. In addition, you may have small leaks anywhere on the system that may not be apparent; these items will all cause a pressure loss. The boiler then shuts down to protect itself from overheating. This gives you the feeling that it is a boiler fault when in fact it is not, the remedy will require investigation.

Existing problems When extra costing for central heating items i.e. boiler changes, radiator changes etc., it is assumed that your existing pipe-work is in good order and has been installed to standard practise.

Tap washers We cannot guarantee existing taps or new tap washers due to hard water in this area. Subsequent visits will be chargeable.

Sealants We cannot guarantee sealants to existing sanitary ware or shower screens etc. This is because some items may not be fitted correctly and suffer then from movement, Subsequent visits will be chargeable.

Ball valves We cannot guarantee new ball valves. If they fail due to debris or

limescale due to hard water in this are, any subsequent visits will be chargeable.


Valves We cannot guarantee repairs to existing radiator valves, stopcock gate valves etc Supply and fit of new valves would be covered under our guarantee  but WPS are not liable for failure of valves due to fair wear and tear, misuse or abnormal use.


Taps and Pressures If your plumbing requires new taps whether supplied by you or us, you should note that some taps are designed to be fitted in conjunction with mains pressure or a pump. These taps may only deliver low pressure if they are fitted to a gravity system. We accept no responsibility in the event of low-pressure delivery due to the wrong taps being fitted by another party or against our advice.

Immersion heaters Whilst immersion heaters are under warranty (if they fail

because of a fault, they are not covered if they fail due to hard water. London and the Home County is a hard water area). The life of the immersion heater will be shortened the higher the temperature is set and if it is in constant use. One way to help resolve the problem is to install a water softener.


Shower pumps When fitting any sort of pump for a shower/hot or cold water supply there will be some noise in its usage. This can be disturbing if part of the

household is asleep. It may not be possible or cost effective, to install a shower pump as per manufacturer’s instructions. IF this is so, it may invalidate the manufacturers warranty.

Blockages When cleaning blocked waste pipes, drains, gutters and gullies or down pipes, we cannot guarantee against broken drains or pipes, roots or solidified debris that will require breaking out. All time spent at the time or subsequently is chargeable at our normal rates.

Sanitaryware and Brassware standards When costing the fitting of sanitary ware and brassware it is assumed to be of standard manufacture and fitting procedures. However, with the advent of items supplied from worldwide suppliers, some of these items can take two or three times the amount of time to fit, in these cases additional costs will be applied.


Estimates variants When estimating for more than one item, the costs are calculated taking into account that they are carried out in one event order. If items are picked out individually then the estimate cost can vary and may alter.


Warranty items or revisits that fail to meet our warranty procedure A warranty call must be indicated when a request for a visit is made, if it is not indicated then a charge will be made regardless. We will endeavour to revisit within the normal working week, out of hours recalls will not be possible. We will not be responsible for any costs whatsoever should you choose to resolve the problem with another company.


Flooring If, in the course of works, flooring requires lifting (e.g. lino or carpet) we will relay it as best as we can but they may need to be refitted by a flooring



Parking and Congestion charges are payable by the customer, with reference to congestion charges, it may be necessary to exit the congestion charge are for picking up material etc or for daily visits. Any fees therefore may compound and will be added on completions of works.


Repairs WPS does not guarantee repair to existing fixtures and fittings. We will only guarantee replacement of goods/materials supplied and fitted by WPS.  This does not affect your statutory rights.

Complaints: In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call, write or email us we aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.  Where we are cannot resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer your complaint to them please contact  0333 241 3209 or via their website  If it is a gas related issue you can use the Gas Safe Ombudsman service which we are a member.  The Gas Safe details can be obtained by visiting or by calling 0800 4085500.