Complaints procedure
If you are unhappy with the service provided or the report of your property please contact us at info@achilleosenergyassessors.com to raise a complaint under the complaints procedure. A response will be provided within 48 hours. If you are still unhappy with the reasoning behind the report, the assessor will escalate the complaint to their accreditation scheme (listed above), where an audit will be conducted on the evidence collected during the inspection.
The accreditation will then provide a response to both parties to identify if any errors were made and if the report needs to be rectified. Please note, that if the audit is passed, it means that everything was done in the correct procedure and the report is correct.
Cancellations
If a booking is made for a domestic EPC cancellations are expected to be made within 24 hours of the appointment time. Commercial EPCs are expected to be cancelled 48 hours of the appointment time. If an appointment is made for the following day, at least 5 hours’ notice should be provided before the scheduled appointment time.
If there are tenants occupying the property, it is the landlords/agents responsibility to ensure that they will be present for the scheduled appointment. If an appointment is missed, there will be a £25 cancellation/rescheduling fee (50% of the cost). If an appointment has been organised and the tenant/agent/owner is running late, it is their responsibility to notify the assessor. If no notification is provided, the assessor will wait 15 mins before leaving and a cancellation charge will be incurred.
Information/Data
All information and data collected during the assessment will NOT be provided to any third party for marketing purposes under any circumstances. All information gathered needs to be stored for a period of 10 years and is covered under the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to access the information that we hold about you. Please note that any demand for access may be subject to payment of a fee of £15 which covers our costs in providing you with the information requested.
Should you wish to receive details that we hold about you please contact us using the contact details above. Information will only be provided to the accreditation companies during the auditing process. This information provided to the accreditation companies are based on the property and no personal details are provided.
Insurance
All EPCs and inspections are covered by the accreditation company’s indemnity insurance policy via a pay per click system. The insurance covers the assessors during the inspection process for any injury or damage caused at the property.