Maintenance Service Policy & Fair Usage Terms
Last Updated: January 2026
1. Introduction
This Maintenance Service Policy sets out the terms and conditions under which Norm Electrical Engineering (“we”, “us”, “our”) provides monthly electrical maintenance services to letting agents, property managers, landlords, and commercial clients (“Client”, “you”).
By subscribing to any of our maintenance packages, you agree to be bound by this policy.
2. Scope of Services
Our monthly maintenance packages are designed to provide controlled, cost-effective, and reliable electrical support for managed properties, HMOs, and residential blocks.
Services may include:
Electrical fault finding and diagnosis
Minor remedial works
Socket, switch, and lighting replacements (like-for-like)
Emergency attendance (subject to package level)
Minor electrical safety checks and resets
Compliance support and certification discounts
All services are delivered by qualified and competent engineers in accordance with current UK regulations.
3. Package Allowances
Each maintenance package includes a defined monthly allowance for call-outs, labour time, and minor works.
3.1 Time Allowances
BASIC: Up to 30 minutes per visit
STANDARD: Up to 45 minutes per visit
PREMIUM: Up to 60 minutes per visit
Time allowances include travel on site, inspection, testing, and minor remedial work.
3.2 Usage Limits
Allowances are limited to the number of visits stated in the selected package.
Unused visits or time allowances do not roll over to subsequent months.
Excess usage will be charged at the agreed hourly rate.
4. Fair Usage Policy
Our maintenance packages operate under a fair usage policy to ensure consistent service for all clients.
The following are not included within standard package allowances:
Rewiring works
Consumer unit upgrades
Major circuit alterations
Large-scale installations
Structural or building works
Specialist access equipment (e.g. scaffolding)
Such works will be quoted separately.
5. Materials and Parts
Unless expressly stated otherwise:
All materials, parts, and accessories are excluded from package pricing
Materials will be supplied and charged separately
Only like-for-like replacements are included
Upgrades or specification changes require separate quotation
Ownership of supplied materials remains with the Client upon full payment.
6. Emergency Attendance
Emergency attendance is provided according to package level:
BASIC: Standard response only
STANDARD: 24–48 hour emergency response
PREMIUM: Same-day emergency attendance (subject to availability)
Emergency services apply to situations involving immediate risk to safety, power loss, or serious electrical failure.
Response times may be affected by weather, traffic, access restrictions, or exceptional circumstances.
7. Compliance and Certification
We provide compliance support in line with UK legislation, including:
Electrical Safety Standards in the Private Rented Sector Regulations
BS 7671 Wiring Regulations
Fire safety and emergency lighting requirements
Certificates such as EICR, Fire Alarm Reports, and Emergency Lighting Reports are:
Issued following inspection
Subject to separate quotation unless stated
Discounted according to package level
Remedial works identified during inspections are quoted separately.
8. Additional Works and Quotations
Where works fall outside package scope, we will:
Provide a written quotation
Specify scope, cost, and timeframe
Obtain client approval before proceeding
No additional works will be undertaken without authorisation, except where required for immediate safety.
9. Client Responsibilities
The Client agrees to:
Provide safe and reasonable access to properties
Ensure tenants cooperate with scheduled visits
Provide accurate property information
Maintain clear communication
Settle invoices in accordance with agreed terms
Delays caused by lack of access may count as a chargeable visit.
10. Health and Safety
We operate in accordance with:
Health and Safety at Work Act 1974
Risk assessment procedures
Industry best practices
We reserve the right to refuse work where conditions are unsafe or non-compliant.
11. Payment Terms
Monthly fees are payable in advance
Invoices are issued monthly
Payment terms: 7–14 days unless agreed otherwise
Late payments may result in service suspension
Outstanding balances may incur administrative or recovery charges.
12. Contract Term and Cancellation
12.1 Minimum Term
Minimum contract term: 3 months
12.2 Cancellation
30 days written notice required
Notice must be sent by email or post
Services continue during notice period
Early termination may result in outstanding fees becoming payable.
13. Limitation of Liability
We shall not be liable for:
Indirect or consequential losses
Loss of profit or business interruption
Delays outside our reasonable control
Our total liability shall not exceed the value of fees paid in the preceding 12 months, except where prohibited by law.
14. Insurance
We maintain appropriate:
Public Liability Insurance
Professional Indemnity Insurance
Insurance details are available upon request.
15. Data Protection
We process personal data in accordance with the UK GDPR and Data Protection Act 2018.
Client information is used solely for service delivery and administration.
16. Complaints and Dispute Resolution
If you are dissatisfied with our service:
Contact us in writing
Allow reasonable time for investigation
We will seek to resolve issues amicably
Disputes not resolved may be referred to mediation or legal proceedings.
17. Amendments
We reserve the right to amend this policy from time to time.
Updated versions will be published on our website.
Continued use of services constitutes acceptance of revised terms.
18. Governing Law
This policy is governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of English courts.
19. Contact Information
Norm Electrical Engineering
Website: www.normelectric.co.uk
Tel: 020 8245 8400 | 07724 308 998
Email: info@normelectric.co.uk
End of Policy Document
