1st Response Drainage Terms and Conditions

These Terms & Conditions apply to all drainage services provided by 1st Response Drainage. They are intended to ensure clarity, transparency, and a mutual understanding of responsibilities between us and our customers. By booking or accepting our services, you confirm that you have read, understood, and agreed to the Terms & Conditions set out below. Nothing in these Terms & Conditions affects your statutory rights as a consumer.

Business Details

• Business Name: 1st Response Drainage
• Sole Trader: Andy Broadley
• Business Address: 18 Riverside Way, Brandon IP27 0AN
• Telephone: 07961 609836

1. Definitions

• “We”, “Us”, “Our” refers to 1st Response Drainage.
• “Customer”, “You”, “Your” refers to any individual or organisation requesting or receiving our services.
• “Works” refers to all drainage-related services carried out by us, including but not limited to inspections, unblocking, repairs, maintenance, pipe replacement, lining works, and CCTV drainage surveys.
• “Guarantee” refers to the workmanship and materials guarantees provided, subject to the terms, conditions, and exclusions set out below.

2. Scope of Works

• 2.1 All works are carried out based on the information provided by the customer and the visible condition of the drainage system at the time of attendance.
• 2.2 We are not responsible for pre-existing defects, hidden damage, structural issues, or underlying conditions that could not reasonably be identified during our visit.
• 2.3 Our responsibility is limited strictly to the specific works undertaken and does not extend to the overall condition or performance of the entire drainage system.
• 2.4 Any additional issues identified during attendance will be discussed with the customer and agreed prior to proceeding, where reasonably possible.

3. Access & Site Safety

• 3.1 The customer must provide safe, clear, and unrestricted access to the drainage system, work area, manholes, inspection chambers, and drainage access points.
• 3.2 The customer is responsible for ensuring that all manholes, inspection chambers, and access points are located, uncovered, and fully accessible prior to our operatives' arrival.
• 3.3 We reserve the right to stop, suspend, or refuse works if site conditions are deemed unsafe or access is not provided.
• 3.4 Where operatives attend site and works cannot proceed due to restricted access, unsafe conditions, incorrect information, or inadequate site preparation, the visit may be classed as an aborted visit and a charge may apply.
• 3.5 Delays or aborted visits caused by lack of access, unsafe conditions, or incomplete site preparation are chargeable.

4. Pricing & Payment Terms

• 4.1 Any quoted prices are based on the information provided at the time and may be subject to change if site conditions differ.
• 4.2 Domestic customers will be invoiced upon completion of works. Payment is due immediately upon completion unless otherwise agreed in writing.
• 4.3 Commercial customers will be invoiced upon completion of works. Payment is required within 7 days of receipt of the invoice unless otherwise agreed in writing.
• 4.4 Minimum charges, call-out fees, diagnostic fees, and aborted visit fees may apply and will be communicated at the time of booking or attendance.
• 4.5 Failure to make payment may result in recovery action and additional charges being incurred.

5. CCTV Drainage Surveys

• 5.1 CCTV drainage surveys are carried out based on site conditions and accessibility at the time of attendance.
• 5.2 The customer is responsible for ensuring all relevant access points are available and that the drainage system is suitable for inspection prior to attendance.
• 5.3 CCTV survey reports may take up to 7 days to be produced following completion of the survey.
• 5.4 CCTV footage, reports, and findings will only be released once full payment has been received, unless otherwise agreed in writing.
• 5.5 We are not responsible for delays in report production caused by restricted access, unsuitable site conditions, incomplete surveys, or the need for additional investigation.
• 5.6 If operatives attend site and a CCTV survey cannot be completed due to lack of access, unsuitable conditions, or inadequate preparation, an aborted visit or cancellation charge will apply.

6. Guarantee - Patch Repairs

1st Response Drainage provides a 5-Year Guarantee on the structural integrity of the installed patch repair from the date of installation.

This guarantee covers:

• Failure of the patch material
• Delamination or bonding failure at the repair location
• Structural breakdown of the installed patch

This guarantee applies strictly to the repaired section only.

7. Guarantee - Workmanship & Materials

• 7.1 We provide a 28-day workmanship guarantee on standard drainage works, subject to the exclusions and limitations outlined in these Terms & Conditions.
• 7.2 The workmanship guarantee applies only to the specific work completed and only to the section of the drainage system worked on.
• 7.3 The workmanship guarantee covers labour only and does not apply to recurring or new issues caused by misuse, pre-existing defects, or external factors.
• 7.4 Materials supplied and installed by us, including pipework, fittings, joints, patch liners, and repair components, are covered by a materials guarantee in line with the manufacturer's specifications.

• 7.5 The materials guarantee:

  • Applies only to materials supplied and installed by us
  • Applies only to the repaired, replaced, or lined section
  • Is subject to correct installation, normal use, and system condition
  • Does not cover failure caused by ground movement, structural defects, root ingress, misuse, neglect, or third-party interference
• 7.6 Where a material failure is confirmed to fall within the manufacturer's guarantee, our liability is limited to the repair or replacement of the affected material only.
• 7.7 Any inspection, return visit, or remedial work found to be outside the scope of the workmanship or materials guarantee will be chargeable.

8. Guarantee Exclusions

The guarantee does not cover blockages, defects, or failures caused by:

• Non-flushable items including wipes, sanitary products, nappies, paper towels, or foreign objects
• Fat, Oil and Grease (FOG), food waste, or soap build-up
• Scale, mineral deposits, corrosion, or general pipe deterioration
• Root ingress, ground movement, pipe deformation, or collapsed pipework
• Structural defects not repaired as part of the original works
• Misuse, neglect, or continued improper use of the drainage system
• Issues occurring outside the repaired or treated section
• Third-party interference after completion

Recurring blockages resulting from any of the above are not considered workmanship or material failures.

9. Liability

• 9.1 We shall not be held liable for indirect or consequential losses, including damage arising from pre-existing drainage defects or system failure.
• 9.2 Our liability, where applicable, shall not exceed the value of the works carried out.
• 9.3 Nothing in these Terms & Conditions shall limit or exclude any rights that consumers have under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

10. Cancellations & Abortive Visits

• 10.1 We reserve the right to charge for late cancellations or aborted visits where access is not provided, site preparation has not been completed, incorrect information has been supplied, or works cannot proceed for reasons outside of our control.

11. Complaints & Call-Backs

• 11.1 Any concerns or complaints must be raised within the applicable guarantee period.
• 11.2 If a call-back inspection determines that the issue falls outside the scope of workmanship or materials, or within the exclusions listed above, the visit and any further works will be chargeable.
• 11.3 We reserve the right to request reasonable evidence of an issue before attending where appropriate.

12. Data Protection

Any personal data collected during the provision of our services, including CCTV footage where applicable, will be processed in accordance with our Privacy Policy and applicable data protection legislation.

13. Force Majeure

We shall not be liable for delays or failure to perform our obligations where caused by events beyond our reasonable control, including but not limited to extreme weather, flooding, access restrictions, emergencies, or other unforeseen circumstances.

14. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.