Terms of service

Last updated September 2026

These are the terms we work to. They sit alongside anything written specifically on your quotation, and nothing in them affects your legal rights as a consumer.

Who you are contracting with

Croydon Heating & Plumbing is a trading name of R.W. Miller Plumbing & Heating Ltd, a company registered in England & Wales under company number 14695046, whose registered office is at G18, 8 Lombard Road, Wimbledon, London SW19 3TZ.

Any contract for work is with that company. Where our engineers actually work from is Highbury Avenue, Thornton Heath CR7 8BQ — a registered office is an administrative address and is not the same thing.

Prices and quotations

The prices on this website are the ones we charge, not teasers. Where a figure is shown as "from", it is a genuine starting point and the final number depends on what we find.

Once we have given you a written quotation, that price holds. It moves only if you ask for something different, or if we find something that genuinely could not have been seen at the time of quoting. If that happens we stop, explain it, and agree the cost with you before carrying on. We do not add to an invoice without telling you first.

Written quotations are valid for 30 days unless we say otherwise.

Booking, access and cancellation

We agree an appointment window rather than an exact minute, and we tell you if we are running behind. We need reasonable access to the property, to the appliance, and to the stopcock and gas meter.

If you need to cancel or move an appointment, give us as much notice as you can. Where we have travelled to a booked appointment and there is nobody to let us in, we may charge for the visit.

Payment

Repairs, services and call-outs are payable on completion. On installations we agree a payment schedule in the quotation, which usually means a deposit towards materials and the balance on completion and commissioning.

Prices quoted to consumers include VAT.

Our work and your guarantee

All gas work is carried out by Gas Safe registered engineers under registration 919881. You can check that on the Gas Safe Register before we start, and you are entitled to ask to see the card on the doorstep.

We guarantee our workmanship for 12 months from completion. Where we supply an appliance, the manufacturer's warranty applies on top of that and we register it for you so the cover starts on the day. Manufacturer warranties are conditional on the appliance being serviced annually and the service being recorded, so keep that up.

The guarantee covers our work. It does not cover faults in an existing system we have advised you about, damage caused by someone else working on the appliance afterwards, or normal wear.

Compliance

Gas installation work is notified to Building Control through the Gas Safe Register within 30 days and you receive a Building Regulations compliance certificate. Where we install an appliance we complete the Benchmark logbook on the day. Keep both — a solicitor will ask for them when you sell.

If something goes wrong

Tell us. We would far rather put something right than have you unhappy, and we have a complaints procedure setting out how we handle it and what to do if our response does not satisfy you.

Liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for pre-existing faults in a system we were not engaged to work on.

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Governing law

These terms are governed by the law of England and Wales, and any dispute may be brought in the courts of England and Wales.