Terms of Service

Last updated: 18 August 2026

1. Introduction

These Terms of Service ("Terms") govern the provision of emergency repair services by My Trusted Builder Ltd (trading as Southwark Emergency Repairs, "we", "us", "our") to customers ("you", "your", "the Client").

By requesting a quote, booking services, or allowing us to commence work, you agree to be bound by these Terms. Please read them carefully before proceeding.

2. Definitions

• "Services" means the emergency repair, maintenance, or reinstatement work described in a written quotation or specification
• "Quote" means our written estimate of costs for the Services
• "Site" means the property or premises where Services are to be performed
• "Completion" means the date when all Services have been finished and handed over

3. Scope of Services

The specific scope of work will be detailed in a written Quote or specification document. These Terms apply generally to all Services we provide.

Our Services include but are not limited to:

• Emergency plumbing and leak repairs
• Electrical make-safe and repairs
• Drainage incident response
• Roof repairs and water ingress mitigation
• Building make-safe services
• Drying and reinstatement works

4. Quotations and Pricing

4.1 Site Assessment

We offer free initial site assessments for emergency situations within our coverage area. The assessment includes diagnosis of the issue and recommendation of appropriate remedial works.

4.2 Quote Validity

Written quotations are valid for 30 days from the date of issue unless otherwise stated. After this period, prices may be subject to revision due to material cost fluctuations.

4.3 What's Included

Quotes will clearly specify what is included and excluded. Typical inclusions are labour, materials, waste removal, and reinstatement of affected areas. Exclusions must be explicitly stated.

4.4 Price Variations

For emergency make-safe work, initial costs may be estimated. Final costs will reflect actual time and materials used. We will inform you of any significant variations before proceeding where possible.

5. Payment Terms

5.1 Payment Schedule

• Emergency call-out: Payment due on completion of initial make-safe
• Small works (under £2,500): 100% payment due on completion
• Medium works (£2,500–£10,000): 50% deposit, 50% on completion
• Large works (over £10,000): Staged payments as agreed in writing

5.2 Payment Methods

We accept payment by bank transfer, credit/debit card, and cheque. Bank details are provided on all invoices.

5.3 Late Payment

Invoices not paid within 7 days of the due date may incur interest at 8% per annum above the Bank of England base rate. We reserve the right to suspend work or withhold certification for non-payment.

6. Programme and Access

6.1 Start Dates

Emergency make-safe work commences immediately upon instruction. Scheduled repair work will begin on an agreed date, subject to material availability and site access.

6.2 Completion Times

Estimated completion times are provided in good faith but are not guaranteed. Delays may occur due to:

• Unforeseen structural conditions discovered during work
• Weather conditions affecting external works
• Delayed access to the Site
• Changes requested by the Client
• Utility company delays

6.3 Site Access

The Client must ensure clear and safe access to the work area. Additional charges may apply for delayed access or inability to access the Site at agreed times.

7. Variations to Works

Additional work discovered during execution (e.g., hidden defects, concealed damage) will be quoted separately. Work will not commence on variations without Client approval except in emergency situations where immediate action is required to prevent further damage or ensure safety.

8. Guarantee and Warranty

8.1 Workmanship Guarantee

All workmanship is guaranteed for a period of:

• Standard guarantee: 2 years from Completion
• Extended indemnified guarantee: 10 years (where purchased and documented)

8.2 What's Covered

The guarantee covers defects in workmanship and materials supplied by us. It does not cover:

• Normal wear and tear
• Damage caused by third parties or the Client
• Failure to maintain repaired areas
• Subsequent damage from unrelated defects
• Force majeure events

8.3 Making a Claim

Guarantee claims should be reported in writing with photographic evidence where possible. We will respond within 5 working days and arrange inspection within 14 days.

9. Insurance

My Trusted Builder Ltd holds:

• Public Liability Insurance: £5,000,000 (certificate available on request)
• Employers' Liability Insurance: As required by law
• Professional Indemnity Insurance: £1,000,000

Policy numbers and certificates are available upon written request.

10. Cancellation by Client

10.1 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. You may cancel without reason during this period.

10.2 Cancellation After Cooling-Off Period

After the cooling-off period, cancellation terms apply:

• Before work commences: Deposit may be forfeited if materials have been ordered
• After work commences: Client pays for all work completed plus materials ordered

11. Cancellation by Us

We reserve the right to cancel or suspend Services where:

• The Site is unsafe or access is denied
• Payment is not received
• Circumstances beyond our control prevent performance

In such cases, you will only pay for work completed up to the cancellation date.

12. Limitation of Liability

Our total liability to you for any claim arising from the Services shall not exceed the total contract value. We are not liable for:

• Consequential or indirect losses
• Loss of profits or business interruption
• Damage to contents not directly caused by our negligence

Nothing in these Terms limits our liability for death or personal injury caused by our negligence.

13. Force Majeure

We are not liable for delays or failure to perform obligations caused by events beyond reasonable control, including but not limited to: acts of God, war, civil unrest, strikes, utility failures, or government restrictions.

14. Dispute Resolution

In the event of a dispute:

1. Contact us in writing within 7 days of the issue arising
2. We will respond within 14 days with a proposed resolution
3. If unresolved, we offer mediation through a mutually agreed third party
4. Legal proceedings are a last resort

15. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes arising from these Terms.

16. Contact Information

For questions about these Terms or our Services:

• Email: [email protected]
• Phone: 07458 148224
• Post: Southwark Emergency Repairs, My Trusted Builder Ltd, London

These Terms of Service were last updated on 18 August 2026.