In the interests of our customers we would ask them to always check and approve the following:
That Working Times of Labour & Description of Materials are clearly and accurately shown on the Delivery Ticket
That Material collection times have been kept to a minimum.
That Mobile phone usage has kept to a minimum and has been solely job related
That breaks have not been charged for.
That queries are resolved, with the Operative at the time of Visit

Should you have any unresolved queries, require further information or fail to be completely satisfied with our work please write to us and we will confirm within 5 days we have received your complaint, and then undertake a review and further advise you of any action to be taken within the next seven days

Terms and Conditions of sale, and additional information

Our services are available to all customers during normal working hours Monday to Friday, Customers who are contracted on an annual basis for their Service have the added advantage of our Service engineers availability 365 days of the year during normal working hours, as well as Priority Response at all times.

We strive to undertake service calls for repairs on the same day if received Before 10am, and with the exception of the 1st call of the day at 8.30am, will be allocated an AM or PM Call only, although indications are given from time to time, these will not be guaranteed.

Payment unless otherwise agreed in writing, will be made to the company within 14 days of the Invoice date.

Ownership of the goods supplied shall not pass to the customer until payment in full is received at this company, and we therefore reserve the right to charge interest on any outstanding amounts.

We reserve the right to isolate and turn off any Fuel supply, as a result of a major concern as to the safe operation of a Heating system Boiler and or associated components, and we will not be held responsible for any costs incurred as a result of doing such.

All boilers prior to service are checked for operation, any faults identified will be recorded and any parts or additional labour time will be charged accordingly, we reserve the right to cancel a service appointment in lieu of a Breakdown on arrival at the property.

Annual service/inspections of an appliance whether Oil, Gas or LPG Fuelled is considered to be standard practice to ensure the appliance is safe and obtaining best efficiency  to use at that time based on legislation and regulations currently in force, we will always advise you and recommend the best actions to ensure compliance.

Our Charges are based on fixed rates for a set period of time, Breakdown and repairs charges are based on a callout Inc the first 60 minutes, with further charges applied for each and every 15 minutes thereafter.

Enhanced rates for weekends and bank holiday apply.

Service Calls are based on set periods of time, for example a Standard Oil Boiler Service is 1 hour 30 minutes, additional works or time taken over and above this will be charged additionally. 

Your signature will be required to authenticate the Time and Materials used, on this document, which will be used to calculate the costs and subsequent invoice will be issued, you are also confirming that you accept our terms and conditions and charges which can be requested or obtained from this office or alternatively from our web site at www.shelfordheating.co.uk

Important Information Oil is an environmental hazard and in the event of a leak from Oil Storage tanks, Fuel Lines and Filter assemblies call us in the first instance.

We also recommend you notify your House hold Insurance Company.

You must make contact with the Environment Agency if there is a risk of the Oil entering a controlled water source such as Rivers and Drainage systems.

Do not attempt to clean the area with Water.

Every House holder has a duty to ensure that there Oil supply system is safe; Prosecutions by the Environment Agency can result in failure to maintain your Oil Storage System.

We provide training to all our Engineers in relation to Gas and Oil services, which means we follow the Guidance and Regulations as set by Bodies such as Gas Safe Register, OFTEC, HSE, Building Regulations, and Water Regulations.

 Complaints procedure Please write to us at

Customer Services, Unit 20, South Cambridge Business Park, Babraham Road, Sawston, Cambridge CB2 4JH  with your concern and we will contact you within 5 days and undertake our investigation and confirm what action is to be taken to resolve any issues, which may require a further site visit.

This does not affect your statutory rights.