TERMS & CONDITIONS
Booking Terms
The Important stuff.
1. The “Company” refers to Nationwide Property Solutions Ltd (NPS), whose registered office is Suite 4, Headway Business Centre, Denby Dale Road, Wakefield WF2 7AZ.
2. “Customer” refers to the person who engages with NPS to provide their services.
3. “The engineer” refers to the engineer or tradesperson who performs their emergency repair services at the customer’s property.
Nationwide Property Solutions Ltd have undertaken over 118,000 reactive matters across the UK mainland since 2008 with an approved, vetted network of engineers for the purpose of supplying reactive repairs and maintenance related matters to the UK Mainland.
All engineers to the domestic market are self-employed and are not direct employees of NPS. It is NPS’ stance that it is providing an engineer as an “introduction”. In accepting these terms and conditions, you acknowledge that, whist NPS make every effort to vet all engineers and ensure suitable qualifications and insurances, NPS will not be held responsible in any way for the performance or outcome of the repair by the engineer in the domestic environment.
Matters this are conducted outside of normal business hours are under the understanding of “make safe and isolate”.
Initial attendance and time on site is incorporated into the attendance fee/booking fee which we refer to as the call-out. Following the inclusive initial minutes on site, should additional time or materials be required, you will be required authorise to NPS the taking of additional monies in order to continue with works should you wish.
In allowing an NPS engineer to enter your property, you are agreeing to this principle and terms.
NPS will not process a call-out payment nor guarantee the attendance of a “booked engineer” until such time as verification is confirmed. It is acknowledged that even the largest companies have finite capacity and particularly in the event of inclement weather or cold-snaps, any additional capacity is taken up. NPS can therefore not guarantee attendance until such time as arrival and no compensation will be paid to Customers with a booking for non-attendance (a fee will just not be charged). In the event that a fee is charged and an engineer fails to materialise, a full credit will be issued without additional compensation.
Cancellation & Refund – our policy.
Cancellations must be in writing via email. In utilising NPS services, you agree that the listed fee will be payable in the event that an engineer is instructed and confirmed to you.
In the time between booking and NPS confirming availability (but not deployed), a refund of 50% call-out fee will be chargeable to provide for administration time in the processing of matters to that juncture. NPS would advise a call then email confirmation in order to avoid an engineer being deployed and additional (full) costs being chargeable.
Accreditations
All Gas Safe engineers deployed operate under their own Gas Safe registration and as such are solely responsible for any gas related work and liability. Any gas warning notices must be adhered to by the Customer. All engineers who hold accreditations to undertake their services hold appropriate identification and it is the customer's responsibility to verify this accreditation prior to allowing access to any property.
Liability for licenses, permissions, permits and asbestos registers (if relevant) are the responsibility of the Customer and NPS or its extended network will not be held responsible or liable for any works undertaken in good faith.
If you are happy/not happy.
Please let us know on any aspect of concern or that you are not happy with. Our reputation relies on constantly hitting unsurpassed service. As such, should there be any aspect of our service or process that you are not happy with, please let us know and we will endeavour to address it.
Constant feedback and evaluation of processes have turned NPS into market leaders. This process is never our end-goal and is always being refined and changed to improve your customer process.
As well as hearing from you if you are not happy, please also let us know of exceptional customer service or a team member who has gone above and beyond or just brightened your day!
Mail us at info@nationwidepropertysolutions.co.uk and we would ask that you address the subject as “Attn Directors” and be assured every communication will be read and responded to – normally within a maximum of 3 working days (working days are Monday-Friday excluding Bank Holidays).
Data Protection.
NPS are registered under the Data Protection Act and as such, your rights as an individual are fully protected. Should you wish to receive a copy of our policies and procedures, please let us know via request to info@nationwidepropertysolutions.co.uk and address the subject matter to “Directors / Data Controller”.
Your personal data is subject to the highest commercial encryption protocols. NPS do NOT share your personal data with anyone outside of our organisation of our company and approved partners required to provide a national service (the engineers and their administration set ups) and we ask at the time of your booking, if you wish us to send you a future reminder (for such things as a boiler service due nudge). You are in control on whether this happens or not and we only hold onto your data for as long as legally required without your permission.
Please note that although NPS services operate across the whole of the UK mainland, any agreement or contractual obligations will be governed by England and Wales laws and court processes.