Terms and conditions
Last updated 01/04/2026
These are the standard terms for work by Ridgeway Facilities Management Ltd. Where a contract customer's service level agreement says something different, the agreement applies.
1. Quotations
Quotes are valid for 30 days from the date on the quote. After that, material prices may change and we will confirm the price before we start.
Every quote sets out the scope line by line and states what is not included, such as making good, decoration or asbestos removal. Any change to the scope is agreed in writing before we carry it out.
2. Charges
Labour is charged by the hour, with a minimum charge of one hour and then 30-minute steps. Out-of-hours visits carry a £45.00 callout fee. Travel within 15 miles of our Harlow depot is free, and travel beyond that is charged at the labour rate. All prices exclude VAT.
| Engineer | Normal hours (Monday to Friday, 08:00 to 17:00) | Evenings and Saturdays | Sundays and bank holidays |
|---|---|---|---|
| Multi-trade engineer | £58.00 | £87.00 | £116.00 |
| Electrical engineer | £62.00 | £93.00 | £124.00 |
| Plumbing and heating engineer | £62.00 | £93.00 | £124.00 |
| Apprentice, with an engineer | £28.00 | £42.00 | £56.00 |
3. Equipment
Access and specialist equipment is charged as its own line on the quote or invoice.
| Item | Charge |
|---|---|
| Mobile tower (Ridgeway owned) | £35.00 per day |
| Scissor lift (hired) | Hire cost plus 10% |
| Dehumidifier | £20.00 per day |
| Drain camera survey | £145.00 per visit |
4. Materials
Materials are charged at cost plus 15%. We quote any item over £500 before we order it.
5. Access and site rules
You give us safe access to the site and the assets at the agreed time, and tell us about the site rules, any residents or occupants we need to know about, and the asbestos register for the building.
If we cannot get in at the agreed time, we will leave a card, tell you the same day and rebook. A wasted visit may be charged at the minimum labour charge.
6. Payment
Invoices are due 30 days from the invoice date. Please quote the invoice number when you pay. We charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
7. Guarantee
We guarantee our workmanship for 12 months from completion. Parts and equipment carry the manufacturer's warranty, which we pass on to you.
8. Health and safety
We work to our health and safety policy and the RAMS for the job. Our engineers may stop work if they think it is unsafe to continue, and we will tell you why and what is needed to restart.
9. Insurance and liability
We hold public liability and employers' liability insurance, and we send the certificates on request. We are not liable for loss caused by existing defects in the building that we could not reasonably have known about.
10. Complaints
If something has gone wrong, email info@ridgewayfm.co.uk with the job reference. We will look into it, and a formal response is signed by our account manager or a director.
11. Your information
We use the details you give us to carry out, record and invoice the work. We share them only with the engineers and subcontractors who need them for the job, and we never sell them. To see or correct what we hold, email info@ridgewayfm.co.uk.
12. Law
These terms are governed by the law of England and Wales.