Frequently Asked Questions Installation and replacement works
1. Estimate or Fixed Price Quotation?
We submit an estimate, generally because there are many things that we will not know until some of the works are carried out, such as may be revealed when lifting floorboards.
If we do those things that we estimated for, and there are no complications, then the estimated price is what will be charged. If something is not needed, or additional works or components are required, we will discuss it with you and explain the variation, either up or down.
Where the existing system is not operational before we start, there may be problems unseen by us that do not surface until we start to test the new appliance. Sometimes these problems are the cause of the failure of the old unit, and must be addressed to ensure the longevity and economic operation of the system.
Because of the need to ensure that systems are clean internally we will chemically cleanse all systems to the degree necessary to satisfy the criteria in force at the time of the works. Except in unusual circumstances, explicitly stated beforehand, such cleansing is always included within the price and there will not be an unexpected demand for further payment for Powerflushing.
Powerflushing itself can lead to problems on poor systems where leaks in the system are blocked by debris that we then remove, revealing the leak. This does not happen often, but the consequences of such a problem are not included in our costings.
The overwhelming majority of our works are carried out at the original estimated cost. If you wish to alter or amend the specifiction(such as adding more thermostatic controls, or wanting a specific programmer) please note this on your order form to ensure that your wishes are correctly incorporated into the work
2. Are you insured?
SHS Heating Ltd carries a minimum of £2million Public Liability insurance, as well as £10million of Employers Liability insurance. This is provided by Norwich Union.
3. What about guarantees and back-up?
We carry an extensive range of spare parts for the boilers that we use, (and a great many more for those that we prefer not to use!).
Our own one-year parts and labour guarantee is backed by the respective manufacturers, and in some cases their guarantee extends further. We are Worcester Bosch Accredited Installers, which leads them to provide a 3-year parts and labour guarantee as standard extenable to 5 years. Their primary heat exchangers carry a 10-year parts guarantee.
The additional warranty must be registered within 20 working days of installation, and without our prior agreement we do require payment in full before registering the appliance.
We offer many levels of service contract after the guarantee has expired, and where major works have been completed will usually extend our first year guarantee to the existing items that were not replaced, such as pipework and radiators. This avoids any question concerning liability and gives you complete piece of mind. Where manufacturers guarantees in excess of one year are in place, then we offer a reduced rate contract during the period of those guarantees.
4. With whom are you registered, or approved?
We are registered with CORGI – registration number 207371. All of our qualified staff carry their CORGI issued photo ID cards, which show their areas of approval, and will have passed the appropriate ACS assessment within the last 5 years. These assessments cover specific classes of appliance, and most of these staff are also qualified to work on domestic LPG (propane) fuelled appliances and warm air heating.
We, and one of our operatives, are also Oftec registered (C5134) which proves his competence to install oil burning equipment in the same way as CORGI covers the gas safety requirements.
The rise in popularity of mains fed, unvented, hot water storage systems is also accommodated by our qualified staff.
We have our favourite equipment, and a loose association with Worcester Bosch that benefits our customers with an extended guarantee. However we also install other manufacturers appliances where circumstances show a clear benefit. We do attend training courses to try to keep up to date with new equipment.
Our commitment to training is ongoing and the unqualified in our labour force are generally undergoing formal training towards a recognised qualification.
5. How should we prepare for the works
If there are any delicate items in the area that will be affected, such as a collection of ornaments in a display case that needs to be moved, then we suggest that you remove them yourself in advance of the job and store them safely until the works are over.
Generally there will be two operatives (a fitter and trainee) where major works are involved, so heavy furniture may be best left until then. But any items requiring special care, such as antiques, should ideally already be out of harms way before we arrive.
Our engineers have a large quantity of frequently renewed dustsheets and an industrial vacuum cleaner at their disposal. However the more precautions the better, as power tools can create dust and debris some distance from the work site. Chipboard floors can be a particular source of dust when cut with a circular saw.
6. Will you “make good” afterwards?
We do not claim to be anything but domestic heating engineers, not builders or carpenters. We will try to match exterior brickwork, or simple render, where old flues are removed, and will finish the interior to plain plaster finish. Other exterior finishes, such as pebbledashing, will need professional attention, which is not included in our costings.
In many cases where a boiler has been removed from a position in the Kitchen it is in preparation for other works, (such as a new fitted Kitchen) and such circumstances will be taken into account.
Where a flue passes through a roof we use a proprietary weathering seal.
If we have removed an old flue that passed through a roof we will endeavour to find matching tiles, but they may need to weather for some time before a good match is achieved.
We do not generally fabricate pipe boxings, although there are plastic covers available. As these cannot accommodate pipework that has been bent with a machine rather than the tighter radius of fittings, the use of the covers needs to be discussed beforehand. Where possible we will conceal pipework under suspended floors or within cupboards. They are never chased into walls.
We do not paint anything. The radiators are either powder coated or enamelled in white and will not need to be painted.
Carpets will be lifted with care, and refitted on completion. Please note that some foam-backed types really do not lift well after a few years use. Our operatives will refit carpets to their best ability, but some may need professional replacement, this is not included in our costings.
Lifting and re-laying of any laminated, varnished, tiled, linoleum or other such types of floor coverings remains your responsibility to organise.
7. What about the wiring?
Our engineers generally do their own control wiring, usually to an already existing power source. Some of our staff have restricted scope Part P qualifications to prove their competency in special locations. We use quality equipment, and conceal as much as possible using surface mini-trunking where appropriate, again we do not chase wires into walls.
The rise in popularity of wireless (RF – radio frequency) room thermostats has done away with this unsightly connection, and the disruption that went with it. We therefore use these wherever possible, the range and variety is continuing to increase, from a simple “knob with numbers” to a fully programmable, digital, optimising thermostat.
8. Can I ask them to do something else “while you’re here”?
Yes, of course we will be pleased to do other works while we are on site, either at an agreed cost, or time and materials for other little jobs, time allowing.
Please do not ask the engineers to carry out works for you privately. Apart from creating an issue with us as their employers, as well as the Inland Revenue, they will be working outside of their CORGI registrations (i.e. illegally if working with gas), and with no insurance.
9. Can you supply references from other customers?
We can, as we often receive letters of thanks from satisfied customers. However, there is an issue with Data Protection, and we do not pass these details on to third parties unless explicit permission is granted. Our view is therefore that as we are effectively handpicking these references it does rather negate their value, and so we do not generally provide what could easily be seen as a series of rigged references. However we will be pleased to put potential customers in touch with past clients if specifically requested.
10. What if we have a problem?
We are only at the end of the telephone. We want happy, satisfied customers and will do our best to make them so.
New appliance faults are, happily, rare but do happen from time to time. We use manufacturers that we trust to support us, although we will usually attend first to check the nature of any fault, and if we can fix it, then we will.
The increasing complexity of modern boilers with electronic controls and sensors designed to conform to the ever tightening efficiency regulations means that keeping the instructions handy is now important.
We are required to leave the instructions with the customer on completion, and these contain the settings that we need to check, as well as flow charts for operational sequences and timings. The many pages of fault finding contain values for checking these items and without them the engineer is understandably lost.
So if he asks for the instructions it is to make sure that he uses the right settings for the exact model, not because he is untrained or unknowing.
11. Are any Grants available?
There may be local s well as national schemes, many closely targeted and often with limited funds, available to vulneable or high-risk groups.
However, if you are over 60 then the Eaga Partership administers the Warm Front Heating Rebate of £300.00, which is universally available if you have no central heating or your existing system has broken down. If you qualify then please phone 0800 316 2808 to obtain a voucher. We are registered Installers (Our code 5470). Full details of the scheme will be sent on acceptance of your application by Eaga.
Any further questions? Just call 01622-851555 and ask away.