Terms of Service

1. Introduction

These Terms of Service govern the provision of emergency repair services by Lewisham Emergency Repairs, operated by My Trusted Builder Ltd (Company No. 15826076). By engaging our services, you agree to be bound by these terms.

"We", "us", "our" refers to My Trusted Builder Ltd trading as Lewisham Emergency Repairs.
"You", "client", "customer" refers to the person or entity requesting or receiving our services.

2. Scope of Services

We provide emergency repair services including but not limited to:

• Emergency plumbing and leak detection
• Electrical make-safe and repairs
• Roof and storm damage repairs
• Drainage unblocking and repairs
• Building fabric and structural repairs
• Drying and reinstatement works

The specific scope of work for each job will be confirmed in a written quotation or job specification following initial assessment.

3. Assessment and Quotation

3.1 Initial Assessment

We offer free initial telephone assessment. On-site assessments may be required for complex situations and will be confirmed at the time of booking.

3.2 Quotations

• Written quotations will be provided for works exceeding £200 unless emergency make-safe action is required
• Quotations are valid for 30 days from the date of issue
• Quotations are estimates based on visible conditions; hidden defects discovered during work may require additional charges (see Section 7)
• All prices are inclusive of VAT unless otherwise stated

3.3 What's Included/Excluded

Quotations will clearly state:

• Labor costs and estimated time
• Materials included
• Waste removal (if included)
• Any exclusions or client responsibilities (e.g., access arrangements, parking permits)

4. Payment Terms

4.1 Payment Schedule

• Jobs under £500: Payment due in full on completion
• Jobs £500–£2,000: 50% deposit, 50% on completion
• Jobs over £2,000: 30% deposit, staged payments for multi-day works, final 20% on completion

4.2 Accepted Payment Methods

Bank transfer, debit/credit cards (via secure payment processor), cheque (for commercial clients).

4.3 Late Payment

Overdue invoices will incur interest at 8% per annum above the Bank of England base rate. We reserve the right to suspend work or withhold completion certificates for non-payment.

5. Work Scheduling and Completion

5.1 Emergency Response

We aim to respond to genuine emergencies within 2–4 hours during operating hours. Response times are estimates and may vary based on severity, location, and availability.

5.2 Completion Timescales

Estimated completion times are provided in good faith but may be affected by:

• Weather conditions (especially for external/roof work)
• Access to the property or affected areas
• Discovery of additional defects during work
• Availability of specialist materials
• Third-party delays (e.g., managing agents, freeholders, utility companies)

6. Variations to Agreed Work

If additional work is identified after commencement (e.g., hidden damage, previously unknown defects):

• We will inform you of the additional cost before proceeding where practicable
• In genuine emergencies where immediate action is required to prevent further damage, work may proceed with verbal authorisation
• Written variation orders will be provided for additions exceeding £100
• You agree to pay for authorised variations at the same rate as the original quotation

7. Guarantee and Warranty

7.1 Workmanship Guarantee

We provide a 10-year indemnified guarantee on workmanship, backed by insurance. This covers defects in installation or repair work carried out by our tradespeople.

7.2 What Is Not Covered

• Normal wear and tear
• Damage caused by third parties or subsequent works by others
• Failure to follow maintenance advice
• Force majeure events (storms, floods, subsidence, etc.)
• Pre-existing conditions not addressed in the original scope

7.3 Making a Guarantee Claim

Contact us within 7 days of identifying a potential defect. We will inspect and respond within 10 working days. Valid claims will be remediated at no cost.

7.4 Insurance

My Trusted Builder Ltd holds Public Liability Insurance up to £5 million. Certificate available on request.

8. Cancellation by Client

8.1 Before Work Commences

• More than 48 hours before scheduled start: Full refund of any deposit
• 24–48 hours before start: 50% of deposit retained (for administration and potential lost booking)
• Less than 24 hours before start: Deposit non-refundable

8.2 After Work Commences

If you cancel after work has begun, you are liable for:

• All work completed up to cancellation date (pro-rated)
• Materials ordered or purchased specifically for your job
• Any demobilisation costs

8.3 Cooling-Off Period

For contracts signed away from our business premises (e.g., at your home), you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. This does not apply to emergency work where immediate performance has begun with your consent.

9. Access and Site Conditions

• You must ensure safe and unobstructed access to the work area
• Parking permits or suspension arrangements must be secured by the client where required
• For flats/managed buildings, you must arrange access through managing agents if needed
• Pets must be secured during work hours
• We will treat your property with respect but cannot be held liable for pre-existing structural weaknesses

10. Limitation of Liability

Our total liability for any claim arising from our services (including negligence) is limited to:

• The contract value for the specific work giving rise to the claim, or
• £5 million (our Public Liability Insurance limit), whichever is lower

We are not liable for consequential losses, loss of income, or indirect damages.

11. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including severe weather, strikes, supply chain disruptions, or government restrictions.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Information

My Trusted Builder Ltd
Company No. 15826076
Registered Office: London, United Kingdom
Tel: 07458 148224
Email: [email protected]