Energy Performance Certificates Northern Ireland

 

Service Level Agreement

STANDARDS of SERVICE, TERMS & CONDITIONS

EPCNI will provide the following Standards of Service under these Terms & Conditions:

  • At all times we will maintain a confidential, professional and courteous approach
  • Your information, any discussions or correspondence will remain confidential at all times
  • Our opinion will always be fair, just, unbiased and independent
  • We will not discriminate in any way or take advantage of others lack of knowledge in the buying or selling of property process
  • We will treat your property with care and will take all reasonable steps to protect it during our inspection
  • We will not accept any gift, inducement or hospitality that might affect our judgment
  • If a DEA is asked for advice about third party expertise or installation in relation to their premises, then the DEA must refer them to an independent party for advice eg: Energy Saving Trust, Carbon Trust, Consumer Association etc
  • DEAs must carry out their work will skill, care and diligence at all times and respect all members of the    public and their homes
  • An EPC will only be carried out by an accredited DEA
  • A DEA will be a ‘fit and proper person' and have received a Criminal Records Bureau check
  • At an appointment, our DEA will present photographic identity before entering the property to be inspected and will ask for the person with whom the appointment has been made.
  • We request that all animals and pets are safely locked away or off the premises during our inspection, that an adult (preferably the owner) is present during the entire appointment and that all valuables (including money) are safely stored away
  • We will ask for permission before taking photographs of the outside and inside of the property for the purposes of preparing our report. These photographs may be reviewed by the owner on request.
  • Should you wish the DEA to terminate the appointment and leave the property at anytime he / she will do so Equally, should the DEA feel uncomfortable with the owner or circumstances surrounding the appointment, he / she will leave.
  • A copy of our Standards of Service, Terms & Conditions is available on line or can be sent by post on request
  • Cancellations to appointments must be made no later than 24 hours before the appointment time. Failure to meet appointments will result in a ‘No Show' charge of £30.00
  • We will provide you (and your Agent if appointed) with an electronic version of your EPC within 5 working days of the appointment (assuming there are no outstanding issues regarding information about the property we have asked you for or that require further investigation). If you have elected to receive a printed copy of your EPC by post, this will be sent via normal mail within 5 working days (postal strikes apart)
  • We will not accept information about changes to material facts that might affect the Energy Rating without carrying out a further inspection for which there will be a re-inspection fee (details on request)
  • In the event of a complaint wishing to be made, a Customer Complaint Form will need to be completed. A copy is available on line or can be sent by mail on request. A copy of our Customer Complaint Procedure is also available this way. No complaint will be dealt with unless this procedure is followed in writing
  • We will comply with the Accreditation Scheme and Customer Complaints Procedure set out by ECMK Limited (our Government accredited software provider) acting as Arbitrator. The complainant's legal rights will not be affected.
  • Advertising & marketing will comply with statutory and national standards
  • EPCNI will carry Professional Indemnity and Public Liability insurances at all times as will all its appointed DEAs
  • We will continue to enhance our services with a programme of life long learning (CPD)
  • Will be properly and fully equipped and will comply with all current legislation
  • Vat will be applied to all costs and charges at the prevailing rate

COMPLAINTS PROCEDURE

Should a complaint about a DEA or an EPC be reported to EPCNI by telephone, that call will be logged (time & date) and the complainant advised to complete a Complaint Report Form which will be sent to them by return together with a copy of epcni Standards of Service, Terms & Conditions. This report should be filed in clearly and accurately stating the exact nature of the complaint. A copy of the Complaint Form is also available on line to download and complete (6MB PDF). Complete a Complaint Form and return it to Managing Director EPCNI Ltd 29 University Road, Belfast BT7 1NA.

Once received, a written response will be returned within 5 working days in an effort to resolve the complaint. Should no resolution be forthcoming the complainant will be advised (by letter) that the details of their complaint will be forwarded to ECMK Ltd in an attempt to arbitrate a satisfactory conclusion through their Customer Complaints Policy.

Copies of all correspondence will then be forwarded to ECMK for the purposes of arbitration. The complainant will naturally have the right to accept or decline the solution proposed without detracting from their right to redress through the normal legal process. Should the arbitration solution be acceptable then the matter will be deemed to have been resolved and no further action will be entered into by either side.


 

MICHAEL RODGERS FNAEA FNAVA MIPAV(NI) Mland Inst

Managing Director

EPCNI LTD

 

June 2008