Terms of Service

1. About Us

C&T Group ("we", "us") provides domestic energy efficiency and retrofit services across Wales and South West England. We are TrustMark endorsed and Gas Safe registered. Our registered address and contact details are available at www.ctgroup.wales.

2. Our Services

We provide:

• Eligibility assessments for government-funded energy efficiency schemes (ECO4, LA Flex, Warm Homes Plan)
• Property surveys and retrofit assessments
• Installation of boilers, heat pumps, insulation, and solar panels
• Grant application processing and submission
• Post-installation aftercare and support
• Self-funded upgrade options via C&T Smart Energy payment plans

3. Eligibility and Grant Funding

Government-funded upgrades are subject to eligibility criteria set by Ofgem, energy suppliers, and local authorities. We will carry out an eligibility check on your behalf, but we cannot guarantee funding approval.

If your property does not qualify for full funding, we will inform you and discuss alternative options, including our C&T Smart Energy payment plans.

4. Surveys and Assessments

All surveys are carried out by qualified assessors in accordance with PAS 2035:2023. You must provide accurate information and access to your property.

5. Installations

All installations are carried out by qualified, insured engineers. We commit to:

• Completing work to TrustMark and PAS 2035 standards
• Using certified, appropriate materials and equipment
• Leaving your property clean and tidy after work is completed
• Providing full commissioning documentation and handover

6. Warranties and Guarantees

• Boilers: Manufacturer warranty up to 10 years
• Heat pumps: Manufacturer warranty up to 7 years
• Insulation: 25-year guarantee on workmanship
• Solar panels: 25-year performance warranty, 10-year inverter warranty
• Our workmanship: Covered by our TrustMark insurance-backed guarantee

7. Self-Funded Installations (C&T Smart Energy)

For self-funded installations, a written quotation will be provided before any work commences. Payment terms will be agreed in writing. Finance arrangements are subject to credit assessment and separate finance agreements.

8. Staff Training Portal

C&T Group operates a password-protected Staff Training Portal at /staff-training. Access is restricted to authorised C&T Group staff members only.

• Access credentials must not be shared with unauthorised individuals
• Training materials are proprietary to C&T Group and must not be reproduced or shared outside the organisation without prior written consent
• Misuse of the portal may result in disciplinary action

9. Complaints

We take complaints seriously:

• We will acknowledge your complaint within 48 hours
• Minor issues will be resolved within 3–5 working days
• Complex issues within 10–20 working days

10. Limitation of Liability

Our liability is limited to the value of the services provided. Nothing in these terms limits our liability for death, personal injury caused by negligence, or fraud.

11. Governing Law

These terms are governed by the laws of England and Wales.

12. Changes to These Terms

We may update these terms from time to time. The current version will always be available on this page.