Terms of Business

1. Welcome

Thank you for choosing UK Energy Management Group Ltd.

We are committed to delivering high-quality renewable energy and heating installations safely, professionally and in accordance with all applicable industry standards.

These Terms of Business explain how we work, what you can expect from us, and what we ask of you to ensure your installation proceeds as smoothly as possible.

These Terms should be read alongside your quotation and your signed contract.

2. About These Terms

These Terms form part of your contract with UK Energy Management Group Ltd ("the Company", "we", "us", "our") and apply to all products and services we supply unless otherwise agreed in writing.

Where there is any conflict between these Terms and your signed contract, the signed contract shall take precedence.

No contract for the supply of goods or services is formed until we issue a written order confirmation or installation agreement. Any quotation or order you place is an offer to purchase.

By placing an order you confirm that you are at least 18 years old, that you are either the legal owner of the property or have obtained all necessary permissions from the owner, landlord, freeholder or managing agent, and that the property is in mainland Great Britain (England, Scotland or Wales), the only area we serve.

Nothing within these Terms affects your statutory rights, including your rights under the Consumer Rights Act 2015.

3. Definitions

• Company means UK Energy Management Group Ltd (company number 10830291).
• Customer means the individual(s) entering into the contract.
• Property means the installation address.
• Installation means the works described in the quotation.
• System means the products and equipment supplied under the contract.
• Completion means the date on which the installation has been substantially completed and is capable of normal operation.
• Commissioning means the installation has been completed, tested and signed off by the attending engineer.
• MCS means the Microgeneration Certification Scheme.
• RECC means the Renewable Energy Consumer Code.
• HIES means the Home Insulation & Energy Systems Contractors Scheme.
• DNO means the Distribution Network Operator responsible for the local electricity grid and grid connections.
• SEG means the Smart Export Guarantee, a tariff offered by licensed energy suppliers for exported electricity.
• BUS means the Boiler Upgrade Scheme, a government grant administered by Ofgem.

4. Quotations & Pricing

All quotations are based on the information available at the time they are prepared and remain valid for the period stated within the quotation.

Our quotation is prepared using information supplied by you together with desktop surveys, photographs, satellite imagery and any other information reasonably available.

Where we ask you to submit photographs of your property to help us plan and confirm your installation, you must provide them, and you confirm that they are true, accurate and current representations of the property. If requested photographs are not provided in good time, your installation may need to be rescheduled.

All quotations are subject to a satisfactory technical survey.

Should the survey identify circumstances that could not reasonably have been identified beforehand, including but not limited to structural issues, electrical deficiencies, asbestos, unsuitable roof construction, inadequate pipework, consumer unit upgrades, additional scaffolding or unsafe access, we reserve the right to revise the quotation.

If information or photographs you have provided prove inaccurate or incomplete, or the attending engineer finds that conditions differ materially from them, we may revise the quotation. You may accept the revised price or cancel your order for a full refund of any monies paid.

No additional work will be undertaken without first discussing the revised costs with you and obtaining your agreement.

5. Technical Surveys

Our survey confirms the suitability of the proposed installation.

The survey is not a structural survey, roofing survey, asbestos survey or a full electrical inspection.

Where specialist investigations are required, these remain the responsibility of the customer.

We reserve the right to withdraw from or amend any agreed contract if, following a survey or site inspection, we determine that the property is structurally unsuitable for the proposed installation, that the installation cannot be completed safely or in compliance with relevant regulations, or that the property does not meet manufacturer or scheme requirements. In such cases, no charge will be made for work not carried out and all monies paid, including any deposit, will be refunded in full.

6. Changes to Your Order

Should you request changes before installation, we will issue a revised quotation.

Where design work has been completed or materials have been ordered, we reserve the right to recover reasonable costs already incurred.

Changes requested after installation has commenced may incur additional labour, materials or administration costs.

If, following the detailed design, we need to make a significant change to the agreed specification, design, price, performance estimate or timescale, we will issue a written variation. You may accept it or cancel your order for a full refund of any monies paid, with no further charge.

7. Planning Permission & Consents

The customer is responsible for ensuring that all necessary permissions have been obtained before installation. This may include:

• Planning Permission
• Listed Building Consent
• Conservation Area Consent
• Landlord Consent
• Freeholder Consent
• Mortgage Lender Consent
• Building Regulations Approval

Whilst we may assist where possible, and will flag any known planning constraints identified during the survey, this does not constitute formal planning advice; responsibility ultimately remains with the property owner.

We accept no liability for delays or abortive costs arising from a failure to obtain necessary consents where this was the customer's responsibility.

8. Distribution Network Operator (DNO) Applications

Certain renewable technologies require approval from the local Distribution Network Operator.

Where required, we will prepare and submit the application on your behalf.

Approval times are outside our control and may affect installation dates.

We will not commission a solar PV or battery system for grid export until the appropriate DNO notification or approval has been completed.

9. Government Grants & Funding

Where Government funding applies, eligibility remains subject to the relevant scheme rules and funding availability. Grant approval cannot be guaranteed, and we accept no liability if an application is declined or scheme funding is exhausted. Should funding become unavailable before approval is obtained, your quotation may require amendment.

As an MCS certified installer, we will apply for a Boiler Upgrade Scheme (BUS) voucher on your behalf where applicable, and the grant value will be deducted from your quotation. The BUS covers England and Wales only; in Scotland, equivalent support is available through Home Energy Scotland, and we will confirm which scheme applies to your property.

Where a government EV chargepoint grant applies and you are eligible, we will apply on your behalf and the grant value will be deducted from your invoice.

10. Government-Funded (ECO4) Installations

Where measures are installed under the Energy Company Obligation (ECO4) or another government-funded grant programme, the following additional terms apply alongside the rest of these Terms.

• Eligibility is subject to scheme rules, funder approval, available budget and survey outcomes. We will assess your eligibility as part of the application process.
• Where funding is approved and covers the full scope of works, eligible customers will not be charged for the installation.
• We may withdraw, amend or reschedule the works where funding is declined, reduced or withdrawn.
• Funding can only be claimed for the installation of complete measures, and we are required to provide evidence of all completed work to our funders.
• Every measure agreed prior to installation must be fully installed. Once any measure installation begins, the full project must be completed. If you choose not to allow us to complete the full project, you may be liable for costs reasonably incurred up to that point, including any unrecoverable funding-related or project costs.
• Appointment changes and cancellations require at least 48 hours' notice, as set out in the Cancellation Rights section.
• We reserve the right to withdraw any measure if subsequent surveys identify that a property is unsuitable or that installation cannot be completed safely or within scheme rules. No charge will be made for work not carried out.

11. Customer Responsibilities

You agree to:

• provide clear, safe and unrestricted access to all relevant areas of the property on the agreed installation date, including loft spaces, consumer units, external walls and roof areas as applicable;
• disclose any known structural issues, asbestos, existing electrical faults or other conditions that may affect the installation;
• provide access to electricity, water and internet where required;
• provide adequate vehicle parking within 25 metres of the property entrance; any parking charges or permits required are the customer's responsibility;
• secure pets;
• ensure a responsible adult (aged 18 or over) is present throughout the installation where required;
• remove valuable items from the work area;
• ensure the property has an adequate consumer unit and electrical infrastructure, or agree in advance to any necessary upgrades;
• obtain any landlord, freeholder or mortgage lender consent required before work begins;
• notify your buildings and contents insurers of the installation before work begins; we are not responsible for any loss of, or reduction in, insurance cover arising from a failure to do so;
• maintain a stable internet connection for app-based monitoring and smart features, which rely on your home broadband or Wi-Fi on an ongoing basis; we are not responsible for the performance of your network, and any network upgrades are your responsibility unless included in your quotation.

We accept no liability for delays, additional costs or incomplete installations arising from a failure to meet the above obligations. Delays caused by restricted access may result in additional charges, and abortive visit charges may apply where access is not available on the agreed date.

12. Respectful Conduct

Our engineers and staff come to your property to deliver a professional service and expect to be treated with respect. We will not tolerate violent, threatening, abusive or discriminatory behaviour towards any member of our team or our subcontractors. If such behaviour occurs:

• the engineer will leave the property immediately and make the work area safe;
• we reserve the right to cancel the contract with immediate effect;
• serious incidents will be reported to the relevant authorities.

Where a site is vacated for these reasons, we may retain the costs reasonably incurred for the visit; any other sums paid will be refunded in line with the Cancellation Rights section.

13. Installation Process

Installation dates are estimates only.

Occasionally dates may change due to weather, supplier shortages, illness, DNO approvals, grant approvals or circumstances beyond our reasonable control.

We will keep you informed of any changes.

14. Scaffolding & Site Access

Where scaffolding is required, it must not be altered or interfered with.

Additional scaffold visits caused by customer delays may incur additional charges.

Neighbouring access remains the responsibility of the customer unless otherwise agreed.

15. Unforeseen Works

Should unforeseen issues arise during installation, such as defective wiring, hidden pipework defects, structural issues or unsafe conditions, work may be paused until the matter has been resolved.

Any additional work will be discussed and agreed before proceeding.

16. Hazardous Materials & Asbestos

The removal or handling of hazardous materials, including asbestos, is excluded from all contracts.

Where hazardous materials are identified before or during installation, works may be suspended until the customer arranges safe removal at their own expense and provides us with a Clean Air Certificate.

Reasonable, evidenced additional costs arising from delays, extended scaffolding or return visits required as a result are chargeable to the customer.

17. Solar PV Installations

Solar generation estimates are illustrative only.

Actual performance will depend on:

• weather conditions;
• roof orientation;
• shading;
• maintenance;
• energy usage.

No guarantee is given that estimated savings or generation figures will be achieved.

Following commissioning and receipt of full payment we will provide your MCS certificate. It is the customer's responsibility to apply to their energy supplier for any Smart Export Guarantee (SEG) tariff or other export payment using the MCS certificate provided. We accept no liability for a customer's failure to register for or claim an available tariff.

SEG and other export tariffs are provided by energy suppliers, not by us. Registration normally requires an export-capable smart meter and an export MPAN, and smart meter availability depends on signal coverage and metering arrangements in your area, which are determined by your energy supplier and are outside our control. You are responsible for confirming with your chosen supplier that you can obtain a smart meter and register for an export tariff before relying on any projected export income. We accept no liability where a supplier declines registration or a smart meter cannot be installed at the property.

18. Battery Storage Systems

Battery performance will naturally reduce over time.

Internet connectivity may be required for monitoring, firmware updates and warranty support.

Customers should operate the system in accordance with the manufacturer's instructions.

19. Air Source Heat Pumps

Heat pump performance depends upon:

• correct system design;
• property insulation;
• external weather conditions;
• customer operation.

Annual servicing is recommended to maintain performance and may be required to maintain the manufacturer's warranty.

20. Boiler Installations

All gas work is carried out by Gas Safe registered engineers.

Our quotation assumes that the existing heating system is generally serviceable unless otherwise identified during the survey.

Existing pipework, radiators, controls, flues and gas supplies may require upgrading to comply with current regulations or manufacturer requirements.

Existing sludge or poor water quality may require system flushing or chemical treatment.

Boiler performance is dependent upon the condition of the existing heating system.

Annual servicing is recommended and may be required to maintain the manufacturer's warranty.

21. EV Charger Installations

Customers are responsible for ensuring compatibility with their vehicle.

Smart charging functionality may depend upon internet connectivity, software updates and electricity supplier compatibility.

Your property must have sufficient electrical capacity to support the charger. Where a supply upgrade or consumer unit replacement is required, this will be identified during the survey and quoted separately.

22. Roof Condition & Existing Defects

Our survey is visual only.

We cannot accept responsibility for pre-existing roof defects including deteriorated coverings, rotten timbers, defective felt or historic water ingress.

Where defects are identified during installation, work may be suspended until repairs have been completed.

23. Existing Electrical Installations

Should the existing electrical installation fail to comply with current regulations or manufacturer requirements, remedial works may be necessary before installation can proceed.

This may include upgrades to:

• Consumer Units
• Earthing
• Bonding
• Protective Devices

These works will be discussed and quoted separately where appropriate.

24. Making Good

Where installation works require drilling, lifting floor coverings or creating service penetrations, we will make good affected areas to a reasonable trade standard.

Unless specifically included within your quotation, this does not include decorative painting, wallpapering, replacement flooring, specialist finishes or landscaping. The following also apply:

• Cuts or holes made to allow for equipment will be made good (sealed and secured) but will not be repainted or redecorated; some redecoration should be anticipated and is the customer's responsibility.
• Floorboards will be reinstated or replaced where necessary; specialist or laminated floors may not be permanently refixed.
• Carpets that are lifted will be re-laid to the best of our operative's ability; we cannot be held responsible for carpets that have been nailed or glued down.
• Where specialist finishes (render, timber cladding, stone, specialist mortar) are disturbed, we will make the area temporarily weather-tight; full reinstatement of specialist finishes is the customer's responsibility.
• We accept no liability for matching materials (bricks, tiles, roof tiles and similar) to existing ones, due to weathering and product obsolescence.

25. Existing Finishes & Property Condition

Minor cosmetic differences may occur where new equipment interfaces with existing finishes.

Reinstatement will be completed to a reasonable trade standard and not necessarily to an "as new" decorative finish.

26. Existing Services & Concealed Defects

We cannot accept responsibility for hidden defects that could not reasonably have been identified before work commenced.

This includes concealed electrical faults, hidden plumbing defects, rotten timbers, asbestos, damp or structural defects.

27. Photographic Evidence

We may take photographs before, during and after the installation to:

• record the condition of the property;
• evidence completed works;
• support MCS, RECC, HIES, DNO and warranty requirements;
• assist with quality assurance and complaint resolution.

Photographs will be handled in accordance with our Privacy Policy and will not be used for marketing purposes without your consent.

28. Performance Estimates

Any projected energy generation, savings or financial returns are estimates only.

Actual performance will vary depending upon customer usage, weather, energy prices, export tariffs and other external factors.

Where a projection includes export income, that income assumes successful registration for an export tariff, which depends on your energy supplier and the metering arrangements available at your property (see the Solar PV Installations section). If you cannot obtain a smart meter or register for an export tariff, that element of the projection will not be achieved.

29. Payment Terms & Ownership of Goods

Payment stages are detailed within your quotation.

All equipment and materials supplied remain the property of UK Energy Management Group Ltd until payment has been received in full and in cleared funds.

Late payment may delay warranty registration and handover documentation.

30. Finance & Credit

UK Energy Management Group Ltd is an Appointed Representative of Shermin Finance Limited (FRN 727594), which is authorised and regulated by the Financial Conduct Authority. Shermin Finance Limited (Company No. 01276121), Registered Office: Homeserve, Cable Drive, Walsall, England, WS2 7BN.

Shermin Finance Limited acts as a credit broker, not a lender. Finance is subject to status and affordability. We may introduce you to a limited number of carefully selected lenders. We may receive a commission from lenders when a finance application is successful; the amount may vary depending on the product selected and the amount of credit taken. We do not provide independent financial advice.

Where you apply for finance through our website or via one of our representatives:

• Submitting a finance application does not guarantee acceptance. Approval is at the sole discretion of the lender.
• You must be over 21, a UK resident and homeowner, and meet the lender's eligibility criteria.
• A credit check will be conducted, which may leave a footprint on your credit file.
• The Annual Percentage Rate (APR) and total amount repayable will be clearly stated in your credit agreement before you sign.
• You have the right to withdraw from a credit agreement within 14 days of signing without giving a reason.
• If a finance agreement is subsequently cancelled after installation has begun or been completed, the full contract balance becomes payable promptly by alternative means and in accordance with your revised payment arrangements.

Finance is only one option. You are always free to purchase outright. Contact our sales team to discuss your options.

31. Cancellation Rights

Your statutory cancellation rights are governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you contract with us remotely (online, by phone or by email) or off-premises, you normally have 14 days from the day the contract is made in which to cancel without giving a reason. Full details will be provided with your contract documentation.

To exercise your right to cancel, please notify us clearly in writing by email to info@ukem.co.uk or by post to UK Energy Management Group Ltd, 6 Crown Road, Quay West Business Village, Sunderland, SR5 2AL.

Your deposit. Where a deposit is required, it will be clearly stated in your quotation. If you cancel within the cooling-off period, your deposit will be refunded in full, less any costs reasonably incurred at your express request. If you cancel after the cooling-off period, we may retain from your deposit no more than the costs we have reasonably incurred (as set out below), and any balance will be refunded to you.

Early commencement. If you ask us in writing to begin work within the cooling-off period and then cancel, you will be liable for the cost of work carried out and costs reasonably incurred up to the point of cancellation.

After the cooling-off period, before installation begins. You may be subject to a cancellation charge covering only the costs we have reasonably incurred: bespoke or special-order equipment already procured specifically for your installation, reasonable survey and pre-installation assessment costs, and third-party fees (for example scaffolding or DNO applications) already incurred on your behalf. Any deposit held will be applied against these costs, not retained in addition to them. Bespoke or special-order equipment may not be returnable.

After installation has commenced. We may recover the contract value or such part of it as reflects work carried out, goods supplied or committed, and costs reasonably incurred, unless cancellation arises because of a defect or our material breach of contract.

Appointment changes. We require at least 48 hours' notice to reschedule or cancel a booked installation appointment. Failure to provide adequate notice may result in an abortive visit charge.

If we cancel. We reserve the right to cancel or refuse any order. If we cancel because the survey shows the property is unsuitable or the installation cannot be completed safely or in compliance with regulations or scheme rules, no charge will be made and all monies paid, including your deposit, will be refunded in full (see the Technical Surveys section). If we cancel for any other reason not caused by your breach of these Terms, all monies paid will likewise be refunded in full. In either case, our liability is limited to that refund and no further sums will be payable.

Finance customers. If you pay by finance, you have a separate 14-day right to withdraw from the credit agreement; see the Finance & Credit section.

32. Use of Subcontractors

We carry out installations using a combination of directly employed engineers and approved third-party subcontractors. All subcontractors are vetted, hold the necessary certifications and registrations, and are required to meet our quality and safety standards.

The use of a subcontractor does not affect your rights under these Terms. We remain your primary point of contact and are responsible for the quality of the installation regardless of who carries it out. All warranties under these Terms apply equally whether work is carried out by our staff or by subcontractors.

33. Warranties

Workmanship warranty. We provide a 2-year workmanship warranty on all installations carried out by our engineers or approved subcontractors. This covers defects arising directly from the quality of the installation work itself.

The workmanship warranty does not cover:

• faults arising from fair wear and tear, accidental damage or misuse;
• defects resulting from modifications or repairs carried out by third parties not authorised by us;
• damage caused by events outside our control (storms, flooding, subsidence and similar);
• consumable components such as filters and fuses;
• pre-existing defects, poorly installed infrastructure or components not supplied or installed by us;
• cosmetic damage, redecoration or building fabric (plaster, render, roofing materials);
• failure to maintain the system in accordance with manufacturer recommendations.

Manufacturer warranties. All products are supplied with the benefit of the relevant manufacturer's warranty. Duration and terms vary by product and brand and will be specified in your installation documentation. We will provide reasonable assistance in processing manufacturer warranty claims but are not the warrantor for manufacturer defects.

Zero-hour product failure. In the event of a product fault present at or immediately after installation, the manufacturer or their appointed representative will be required to attend and repair the product. We will liaise with the manufacturer on your behalf to arrange attendance as quickly as possible. We are not responsible for replacing a product in the event of a zero-hour manufacturer failure.

Details of any insurance-backed guarantee or consumer-code protection applicable to your installation will be provided with your contract documentation.

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.

34. Handover Documentation

Following completion, where applicable we will provide:

• MCS Certificate
• Building Regulations Notification
• Electrical Certificate
• DNO Notification
• Manufacturer Warranties
• Product Manuals
• Commissioning Records

Where your installation is MCS certified, we will provide your MCS certificate and any Building Regulations and DNO notifications within 30 calendar days of completion.

Some documentation may be issued after installation where it is dependent upon third-party processing.

35. Data Protection

We process personal information in accordance with UK GDPR and the Data Protection Act 2018.

Information may be shared with manufacturers, certification bodies, finance providers, Ofgem, RECC, HIES, MCS, DNOs and warranty providers where necessary to fulfil your contract or comply with legal obligations.

Our full Privacy Policy, which explains your data protection rights and how to manage your marketing preferences, is available on our website.

36. Complaints Procedure

Should you have a complaint, please contact us using the details provided within your quotation, or raise it through the complaints form on our website.

We will acknowledge, investigate and seek to resolve your complaint promptly and keep you informed throughout the process.

Our full complaints procedure, including the timescales you can expect and how to escalate if you remain dissatisfied, is published on our Complaints Procedure page.

37. Consumer Codes & Alternative Dispute Resolution

UK Energy Management Group Ltd is a member of the Renewable Energy Consumer Code (RECC) and the HIES Consumer Code, and is registered with TrustMark. We operate in accordance with these codes across our sales, installation and after-sales practices.

Please give us the opportunity to resolve any complaint first, through the process set out in the Complaints Procedure section. An alternative dispute resolution body will normally only consider a complaint once we have had that opportunity.

If we are unable to resolve a non-finance complaint, or you remain dissatisfied after our final response, you may refer it to our nominated alternative dispute resolution provider:

Renewable Energy Consumer Code (RECC)

Website: www.recc.org.uk

RECC operates an independent dispute resolution process for customers of its members, starting with mediation and, where a complaint remains unresolved, access to an independent arbitration service. Full details of how to refer a complaint are available at www.recc.org.uk or from us on request.

Where your complaint concerns an MCS certified installation (for example solar PV, battery storage or a heat pump) and you remain dissatisfied with our response, you may also raise it with the Microgeneration Certification Scheme (MCS). MCS will refer your complaint to us and can escalate it through the MCS complaints process. Details are available at mcscertified.com or from us on request.

Where your complaint relates to a finance agreement, you may instead refer it to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk, normally within six months of our final response.

Referring a complaint to alternative dispute resolution does not affect your legal rights.

38. Force Majeure

We shall not be liable for delays or failure to perform our obligations where caused by events beyond our reasonable control, including severe weather, flooding, fire, supplier or manufacturer delays, material shortages, strikes, industrial action, illness, acts of terrorism, war, pandemic, Government action or restrictions, failure of utility supplies or other unforeseen events.

Where a force majeure event occurs, we will notify you as soon as reasonably practicable and will use reasonable efforts to resume performance.

39. Limitation of Liability

Nothing within these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

Subject to the above and to your statutory rights, we shall not be liable for:

• indirect or consequential loss, including loss of income, profit, business, data or goodwill;
• loss of anticipated savings, increased energy costs or business interruption arising from delays, complications or rectification works;
• damage caused by pre-existing structural defects or weaknesses at the property, whether visible or not.

40. General

Transfer of contract. In the event that we cease to trade, undergo a change of ownership or are otherwise unable to fulfil our obligations under the contract, we may transfer our rights and obligations to a suitably qualified third party. We will notify you in writing if this happens and will ensure that the transfer does not affect your rights under the contract, including any outstanding warranties. You may not transfer your rights or obligations under the contract to any other person without our prior written consent.

Severability. If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If it cannot be modified, it shall be removed. In either case, the remaining provisions shall continue in full force and effect.

Waiver. If we do not exercise or enforce any right or provision of these Terms, this does not constitute a waiver of that right or provision. Any waiver shall only be effective if confirmed in writing by us.

Third-party rights. The contract is between UK Energy Management Group Ltd and the Customer. No other person shall have any rights to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

Changes to these Terms. The version of these Terms in force at the date you enter into your contract is the version that applies to your installation. We may update these Terms from time to time for future contracts; the latest version is available on our website or on request.

41. Governing Law & Jurisdiction

These Terms and any contract between us shall be governed by the laws of England and Wales, except where the installation property is located in Scotland, in which case Scots law applies.

Any dispute will be dealt with by the courts of England and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland.

42. Contact Information

For any questions regarding your installation, please contact:

UK Energy Management Group Ltd
Telephone: 0800 222 9494
Email: info@ukem.co.uk
Website: www.ukem.co.uk
Registered address: 6 Crown Road, Quay West Business Village, Sunderland, SR5 2AL