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FLOOD PROFESSIONALS

Guidance for Consumers

This guidance has been produced by Flood Professionals Limited (the Company) to provide information to consumers appointing an instructing a Certified Contractor (as defined below) to survey their property and install flood defence and flood mitigation products (Property Owners). The Company may amend this guidance from time to time as necessary.

The Company provides an on-going programme of BSI Kitemark™ certified flood defence survey and installation training and quality assurance (the Scheme) to individuals, partnerships and companies who wish to become accredited and qualified by the Company to survey, specify and install to BSI Kitemark™ requirements (Certified Contractors).

By instructing a Certified Contractor to install BSI Kitemark™ certified flood defence systems, consumers can benefit from a BSI Flood Protection Installation Kitemark™ for their home.

1.        
PLEASE NOTE: When appointing and instructing a Certified Contractor, the Property Owner is embarking on a contractual relationship with the Certified Contractor and not with the Company.

2.        
However, by appointing and instructing a Certified Contractor, the Property Owner agrees that his personal information may be shared with the Company. The Company will use this information for the purposes of monitoring, evaluation and quality assessment.

3.        
If a Property Owner instructs a Certified Contractor to carry out flood defence works at their property and, whilst such works are on-going, the Certified Contractor ceases to trade or to retain their certified status, the Property Owner should contact the Company immediately. In these circumstances, the Company will take all reasonable steps to introduce the Property Owner to an alternative Certified Contractor, and to ensure that such Certified Contractor completes the outstanding works.

4.        
Whenever a Certified Contractor attends a Property Owner at his property, the Certified Contractor must show an ID pass which must include a photograph and the Certified Contractor’s business details. The Property Owner is encouraged to cross-reference the details which appear on the ID pass with the details that appear on the Company’s website at www.floodprofessionals.co.uk. 

5.        
It is the responsibility of the Property Owner to:
a)         provide the Certified Contractor with adequate flood history and general construction details to aid the flood mitigation survey; and
b)         ensure that any points of water ingress which would be difficult for the Certified Contractor to identify are drawn to the Certified Contractor’s attention.

6.        
The Certified Contractor is responsible for undertaking the flood survey and flood product specification on the property. This may require access to the property but will not include the uplifting of any internal or external floors.  

7.        
Once the survey has been completed, the Certified Contractor must provide the Property Owner with a product specification and a quote. The products specified must carry a BSI Kitemark™ or manufacturing equivalent and cover potential points of water ingress for the full envelope of the property, including a sump and pump in order to achieve the BSI Kitemark™ installation.

8.        
Any questions and/or concerns the Property Owner may have about the product specification or the quote must be directed to and answered by the Certified Contactor.

9.        
The Property Owner must arrange any installation date with the Certified Contractor. If, at the Certified Contractor’s request an installation date is re-arranged, the Property Owner must be given reasonable notice.

10.      
The Property Owner must ensure that the Certified Contractor will be reasonably safe when on the Property Owner’s property. This includes providing the Certified Contractor with a reasonably safe means of access to the relevant parts of the property. A Certified Contractor may refuse to complete an installation where he believes that he will not be reasonably safe in performing the installation.

11.      
If any damage is caused to the Property Owner’s property or building contents by the Certified Contractor, this must be raised directly with the Certified Contractor.

12.      
On completion of an installation, the Certified Contractor will notify the Company and the Company will then contact the Property Owner with a view to arranging an inspection by its own Quality Auditor (the Auditor).

13.      
If the Auditor is satisfied with the installation, the Property Owner will receive a certificate recognising the installation as a BSI Kitemark™ certified installation.

14.      
In the event that the Property Owner fails to attend the appointment with the Auditor, the Property Owner will nevertheless be invoiced for the appointment fee.

15.      
If on inspection the Auditor is not satisfied with the installation, the Company will liaise with the Certified Contractor to arrange a rectification visit, at which any defects in the installation should be remedied. The Certified Contractor will then contact the Property Owner to arrange a suitable time for the visit. 

16.      
Following the rectification visit, the Auditor will make a return inspection visit. If the Auditor is then satisfied with the installation, the Property Owner will receive a certificate recognising the installation as a BSI Kitemark™ certified installation. 

17.      
The certificate will be issued by the Company and will be sent to the Property Owner by email or by post. The certificate will expire annually.

18.      
To maintain the certificate, the property must pass an annual inspection undertaken on or around the anniversary of the initial installation.

19.      
The Company will contact the Property Owner to arrange the annual visit by their Auditor. The Company will make no more than three attempts to contact the Property Owner to arrange the annual audit.  

20.      
Failure by the Property Owner to attend an audit inspection appointment will result in the cancellation of the certificate.

21.      
The cost of the year one certificate is included within installation cost paid to the Certified Contractor.

22.      
The cost of the annual certificate thereafter is payable directly by the Property Owner to the Company.

23.      
The Certified Contractor will provide the Property Owner with full product deployment training and maintenance instructions at the time of the installation.

24.      
The Certified Contractor cannot be held responsible for or accept any liability where products fail in either flood or non-flood conditions due to incorrect maintenance or deployment by the Property Owner.

25.      
In the event that following the installation, in flood or non-flood conditions, a malfunction is identified with any flood mitigation product, the Property Owner should contact the Certified Contractor. The Certified Contractor is responsible for identifying the cause of the malfunction:
a)         If it is identified as an installation error, the Certified Contractor must rectify the problem.
b)         If it is identified as a product failure, the Property Owner must contact the product manufacturer direct. 
c)         If it is identified as being as a result of incorrect/poor maintenance or deployment, then the Property Owner is solely responsible.

26.      
If any structural alterations are made to the property, the certificate will be invalidated. To maintain the certificate, the Property Owner must contact the Certified Contractor prior to any alterations being made to the property and allow the Certified Contractor to assess the proposed structural alterations.

27.      
Possession of the certificate recognises the property as a BSI Kitemark™ certified installation which may assist in reducing the Property Owner’s insurance premiums. However this will be at the discretion of the insurer and neither the Company nor the Certified Contractor makes any warranties, representations or assurances in this regard.

28.      
In the event that the Company cancels the certificate, the Property Owner will be informed in writing by the Company. It is the responsibility of the Property Owner to advise their insurance company as appropriate where a certificate is cancelled.

29.      
Where a Property Owner has a query or complaint, this must be directed to the Certified Contractor in the first instance.

30.      
Where a Property Owner experiences ongoing difficulty in contacting the Certified Contractor, the Company will endeavour to assist.

31.      
Where a certificate has been issued by the Company, it relates to the property named on the certificate only. In the event of the named property changing ownership, it will be the responsibility of the new owner of the property to notify the Company to enable it to amend the details. Failure to do so could result in cancellation of the certificate.

32.      
It is the responsibility of the new property owner to undertake mitigation product deployment and maintenance training. This can be arranged by contacting the Company direct. There will be a fee payable for this training. Failure to undertake necessary training will result in the cancellation of the Flood Professionals certificate.

33.     
PLEASE NOTE: the Company will have no liability to the Property Owner, save for the reasonably foreseeable losses the Property Owner may suffer that are directly attributable to the negligent acts or omissions of the Company. The Company shall not be liable nor held responsible for the acts or omissions of any third party, including (but not limited) to the Certified Contractors. In particular, the Company shall not be liable nor held responsible for:
a)         A Certified Contractor refusing to complete an installation on safety grounds.
b)         Any damage caused to the Property Owner’s property or building contents by a Certified Contractor.
c)         The failure of products due to incorrect maintenance or deployment by the Property Owner.
d)         The failure of products due to product manufacturing and/or installation defects.