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Terms & Conditions

These terms and conditions (“Agreement”) outline the rights and responsibilities of both parties when you book a property assessment or consultancy service with Norfolk Energy & Property Assessments. By booking an assessment or consultancy, you agree to these terms.

1. Our Service

We are Norfolk Energy & Property Assessments, providing a range of property compliance and energy assessment services, including:

  • Domestic and Commercial Energy Performance Certificates (EPCs).

  • Legionella Risk Assessments.

  • Minimum Energy Efficiency Standards (MEES) compliance reports and consultancy.

  • On-Construction assessments (including BRUKL reports for new builds).

General Assessment Conditions:

  • Accreditation: Our assessors are fully qualified, insured, and accredited by Elmhurst Energy (or other leading industry bodies where applicable) to produce official, government-approved certificates and reports.

  • Non-Invasive Inspections: Assessments are strictly non-invasive. Our assessor will not move heavy furniture, lift fixed carpets, or dismantle secured building panels. We will inspect all safely accessible areas. If parts of the property are inaccessible, this will be noted in the report.

  • Access & Utilities: Our assessor requires safe access to the property. For EPC and Legionella assessments, all services (gas, electricity, and water) must be connected, active, and fully working during the appointment to allow for proper system and temperature testing. For commercial and new build assessments, any relevant architectural or mechanical drawings must be made available.

  • Legionella Questionnaires: For domestic and HMO Legionella Risk Assessments, the client must complete and submit the pre-assessment questionnaire prior to the scheduled visit.

2. Your Right to Cancel

You may cancel your booking at any time under the following conditions:

  • If you cancel your assessment or visit with at least 48 hours’ notice, no cancellation fee will be charged.

  • If you provide less than 48 hours’ notice, an abortive fee of 50% of the total charge (or 50% of the agreed baseline fee) will apply.

3. Our Right to Withdraw

We reserve the right to withdraw from an agreed contract or abort an assessment on-site under the following circumstances:

  • The property poses a health and safety risk to our assessor beyond normal expectations.

  • Access to the property or specific outlets/lofts is restricted, preventing a complete, accurate assessment or temperature test.

  • Essential services (gas, electricity, water) are not connected or working during the inspection.

  • A conflict of interest is identified.

In cases where our withdrawal is due to circumstances that could have been prevented by you or your agents (e.g., lack of safe access, unworking utilities, uncompleted pre-assessment questionnaires), we reserve the right to charge an abortive fee of 50% of the total charge.

4. Data Protection

We handle your personal information in accordance with the Data Protection Act 2018 (and current UK data protection legislation). We will only use your data for the purpose of carrying out the assessment, producing reports, and lodging certificates on official government registers and we will not share your data with unauthorized third parties.

5. Payments, Fees and Bespoke Consultancy

  • Standard Bookings: All payments for standard services (e.g., fixed-fee EPCs, Legionella assessments) are due prior to the commencement of work. Certificates and reports will be released/lodged once payment has been received and cleared.

  • Bespoke Services & Commercial Work: For variable or bespoke services (e.g., Commercial EPCs, HMO packages, MEES Consultancy), fees will be agreed upon via quote prior to the site visit.

  • Additional Consultancy & Fair Use: * MEES compliance reports include a designated 30-minute phone consultation post-delivery, alongside up to 3 modeled scenarios.

    • Any additional scenario modeling, extra site visits, or phone/email advisory time exceeding included limits will be charged at our standard hourly rate of £50 per hour (billed in 15-minute increments).

    • Additional water outlets for HMO Legionella assessments are charged per the agreed per-outlet surcharge rate.

  • Hard Copies: If you require a hard copy of any certificate or report, an additional fee of £15 (including postage) will apply.

6. Complaints Procedure

We are committed to providing the highest standard of service. If you have a complaint, please contact us as soon as possible. We will always try to resolve the issue promptly and to your satisfaction.

  • Step 1: Contact us by email or telephone via our contact page.

  • Step 2: We will acknowledge your complaint within 5 working days and aim to resolve it as quickly as possible.

  • Step 3: If you are not satisfied with our response, you can escalate your complaint by contacting our accreditation scheme, Elmhurst Energy, for an independent, third-party review.