Baxi Works ‘Find an Installer’
Customer Service Charter and Terms and Conditions

 

Baxi Heating Limited (“Baxi”) is committed to providing the highest level of customer service. As part of this commitment Baxi  assists homeowners, through its Baxi’s ‘Find an Installer’ web page, in finding professional and skilled Installers, Baxi Approved Installers and/or Baxi Approved Partners who can carry out high quality installations.

Should you wish to have your details on Baxi’s ‘Find an Installer’ web page, you must agree to and comply (and ensure that all your employees and subcontractors agree to and comply) with the below terms and conditions. Once you have successfully registered on the scheme, you will be bound by the following:

  1. Your qualifications, memberships, and trainings - as a minimum requirement, you must:
  1. be Gas Safe registered, carry your valid Gas Safe Register ID card and have completed all relevant training as required by the Gas Safe Register (Accredited Certification Scheme) (where applicable); and
  2. display your company ID and your valid Gas Safe Register ID card (where applicable); and
  3. be registered on Baxi Works and have earned at least 5 credits in a rolling 12-month period; and
  4. attend a free product training course at a Baxi Training Centre every 2 years. (For more information, please contact the Baxi Works helpline on 0345 121 3212); and
  5. carry and maintain a third-party public liability insurance policy with a minimum of £2m cover with a reputable insurance company.
  1. Before carrying out the installation, you must:
  1. inform the homeowner about the product's servicing needs and the validity of their warranty; and
  2. provide clear, written quotes detailing price, installation, payment terms, and terms of warranty.
  1. When carrying out the installation, you must:
  1. comply with the Building Regulations and report completed gas works as required; and
  2. follow the manufacturer's guidelines for the installation, commissioning, and servicing of the products; and
  3. always be polite, professional, and ethical, ensuring high levels of customer service and support; and
  4. address homeowner's inquiries swiftly and provide contact information for further assistance; and
  5. provide thorough explanations and demonstrations of the product or system to the homeowner; and
  6. clean up after you carry out the installation and leave the property in the condition in which  you found it.
  1. Upon carrying out the installation, you must:
  1. complete all necessary product Benchmark Checklists and registrations;
  2. hand over and clarify the manufacturer’s instructions and Benchmark Checklist to the homeowner.
  1. As a member of the ‘Find an Installer’ scheme, you acknowledge, accept and agree:
  1. to keep your contact details up to date on the Baxi Works website on the 'Find an Installer' profile page; and
  2. that the agreement to supply and install, maintain or repair the product is solely between you and the homeowner, except for services provided by Baxi to the homeowner directly, e.g. warranty, annual service plan, care plan etc.). Furthermore, you will indemnify Baxi from any legal actions, losses, or damages that arise from your actions and/or omissions when supplying and installing the product and/or carrying out maintenance and/or repair work on the product; and
  3. to  comply with applicable data protection legislation regarding homeowner or customer personal information; and
  4. if these terms and conditions end or expire, neither you nor Baxi is excused from any obligations or legal actions that were already in place at the time of termination, or that may arise from any actions or failures to act before the termination; and
  5. you are not an agent of Baxi and Baxi is not your agent. You are not authorised to incur any expenditure or cost for Baxi or purport to bind Baxi in any way without Baxi’s written consent; and
  6. if you fail to comply with the above terms and conditions, Baxi may remove your profile from the “Find an Installer” listing.

You may terminate your membership at any time, without reason, by giving Baxi your written notice. Within 7 days from receipt of your notice, Baxi shall remove your details from the ‘Find and Installer’ webpage. 

Baxi shall have the right to cease the ‘Find an Installer’ scheme at any time, at its sole discretion. Should Baxi decide to do so, Baxi will notify you in writing and will remove your details from its website.

All personal data collected through the ‘Find an Installer’ web page and registration process will be handled in accordance with Baxi’s Privacy Notice.