How We Work
Plain English, No Surprises
This page is a plain-English summary of how we work day-to-day.
It is not our legal Terms; those are at /terms-and-conditions and apply to all work we do. The summary below is for clarity only; in any disagreement between this summary and the full Terms, the full Terms apply.
We think most clients deserve more than a wall of legal text. This page sets out, in straightforward terms, what we do, what we do not, and what we expect from a good working relationship. Read it before you call us out for the first time and you will know what to expect from us, and what we expect from you.
Who We Work For
We are commercial-only. Schools, care homes, hotels, factories, offices, retail and leisure venues, churches, FM-managed portfolios, and managing agents, including communal plant in residential blocks.
We don’t take on work for private householders. If that’s what you need, we’ll say so up front and recommend a domestic engineer.
What's In Scope of a Typical Job
What you have asked for in your enquiry, what is described in our quotation, and any minor design work directly related to those works (pipe sizing, appliance specification, flue routing). We will issue a written quotation that lists the scope clearly, and we stick to it.
If extra work becomes necessary on site for safe completion, we will tell you before we start it and agree the cost. No surprise invoices.
What's Not In Scope
Unless we have specifically quoted for them, the following are excluded:
- Whole-system design: heating loads, plant strategy, energy modelling. We do minor design work directly related to a specific job; we do not take on full system design responsibility unless engaged separately and quoted accordingly.
- BMS strategy, programming, or optimisation: your building controls specialist handles this.
- Electrical controls beyond the basic gas/heating interface: we work to the point where electrical and gas systems meet, not beyond it.
- Third-party installed equipment: we cannot guarantee the workmanship of installations we did not carry out.
- Structural or builder's works: penetrations, openings, plinths, brickwork, flooring.
- Pre-existing defects or non-compliance unless we have specifically quoted to remedy them.
Anything outside the quoted scope is quoted separately before it goes ahead.
Gas Safety: Non-Negotiable
We are Gas Safe Registered (business no. 199240) and we work strictly to the Gas Industry Unsafe Situations Procedure (GIUSP). If we find a gas appliance or installation that is unsafe, we will apply the relevant safety classification (At Risk (AR) or Immediately Dangerous (ID)) and act on it. Where an installation is safe but does not meet current standards, we record it separately as Not to Current Standards (NCS).
A few things that follow from this:
- We will not reverse a safety classification under instruction from a client. Once an engineer has labelled an appliance, that decision stands. We are happy to talk through why and what the remediation looks like.
- Where we need to make a situation safe (by isolating, disconnecting or capping a gas supply) we will do so with your permission. We always explain what we propose to do first. Where permission isn't granted for an Immediately Dangerous situation, we will issue a written Warning Notice and may notify the gas transporter (e.g. Cadent), who has statutory authority to act.
- We are not liable for business disruption arising from safety actions. This is the legal position and a practical one. The alternative is much worse.
Our Gas Safe ID cards are available for your safeguarding lead, facilities team, or bursar on request.
How We Schedule and Respond
Our typical aim is:
For a suspected natural-gas escape, contact the National Gas Emergency Service on 0800 111 999 immediately. LPG users should contact their supplier. Do not wait for a website enquiry response.
- Emergency (gas escape, Immediately Dangerous): same working day where reasonably practicable
- Urgent (total loss of heating or hot water): same working day where practicable, or within 24 hours, subject to engineer availability
- Routine (planned servicing, scheduled visits, non-critical faults): as scheduled
These are aims, not guarantees. Our response times are subject to engineer availability, site location, access arrangements, and current workload. They do not constitute a guaranteed service level or SLA.
Service Agreement clients are prioritised over non-contract clients. If a same-day emergency lands and we have to choose, the Service Agreement client takes precedence. This is a deliberate part of how Service Agreements work. See our Commercial Service Agreements page for an overview.
What We Need From You On Site
Most jobs go smoothly when these are sorted in advance:
- Safe, unobstructed access to the equipment and working area
- Site induction or sign-in if required (schools, care homes, secure sites, MOD, etc.): let us know when booking
- Working space and lighting: we carry our own task lighting but plant rooms with no light at all are tricky
- Any system drawings, service records, or fault history you have. It saves us time and saves you cost
- Advance notice of known faults: what's been done, what's still pending, what other contractors have touched
If access is not available at the agreed time, the visit is chargeable. If we have to come back because of a site delay or scheduling change, that visit is chargeable too.
Pricing and Payment
We work on agreed contract rates where one is in place, otherwise our standard commercial rates current at the date of the works. Quotations are valid for 30 days unless we say otherwise.
Payment terms are 30 days from invoice date. Where invoices fall overdue, we reserve the right to charge statutory late payment interest under the Late Payment of Commercial Debts (Interest) Act 1998 (8% over Bank of England base rate plus a fixed sum recovery payment). We would much rather not, and most clients pay on time.
Variations and extras are agreed in writing before we do them. Materials remain our property until paid in full.
For invoice queries: info@bridgeheatingandgas.co.uk
Documentation and Certificates
Gas Safe certificates, service reports, and compliance documentation are issued after each visit. Any safety warning notice is issued on site; the certificate and written report follow within 5 working days. We do not withhold compliance documents because of payment status.
What you get with every job: a clear written report, the relevant certification, evidence of testing where applicable, and recommendations where appropriate. All in a format that goes straight into your compliance file.
What We Won't Do
- Reverse a gas safety classification on request
- Issue certificates for work we have not carried out or witnessed
- Sign off on installations that do not meet current standards
- Take on whole-system performance responsibility we have not been engaged for
- Work in conditions that present an unacceptable risk to the engineer or your site
These are not points of pride. They are the standards we work to and the standards you should expect from any commercial gas engineer.
How To Get Started
For a new enquiry, the easiest route is the contact page or a phone call. We typically respond within one working day to confirm timescales and next steps. Site surveys for larger jobs are arranged at a time that suits your site, normally within 5 to 10 days. A written quotation is sent within 5 working days of the survey, where manufacturer and merchant pricing allows.
For ongoing work, we are happy to discuss a Service Agreement. The Service Agreements page sets out what they cover and how they work; we issue full SA-A or SA-B documentation by email after a site walk and discussion of your specific requirements.
Reference
This summary supports our Standard Terms and Conditions of Business (Ref: BHG/TC/2026/03), which apply to all works we undertake. The full Terms are available at Terms and Conditions. Our Privacy Policy is at Privacy Policy.
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More information
Our Client Reviews
What schools, care homes, museums and manufacturers say about working with us.
Accreditations
Gas Safe registered, CHAS accredited, and the qualifications behind the work.
Our Pricing
Published rates for callouts, servicing, gas safety inspections and Service Agreements.
Certificates available on request
Fast response when plant fails
Certificates for your records
Transparent commercial pricing
WHAT OUR CUSTOMERS SAY
“Bridge Heating & Gas Services provide professional servicing and compliance work with a real focus on safety – important for a museum open to the public. They service our warm air heating and radiant tube heaters, often working out of hours to make sure we can maintain a comfortable environment for our visitors and staff.”
“Andrew has been servicing our school boilers annually for several years. He schedules works during school holidays to avoid any disruption, responds quickly whenever there's an issue, and provides service reports and certification promptly. Reliable, professional, and easy to deal with.”
“Bridge Heating & Gas Services provide an excellent service across our school. They thoroughly service our Food Tech gas cookers and ovens, completing the safety checks properly, and they also maintain our science lab gas systems and interlock panels. Works are planned around the school day to avoid disruption, communication is clear throughout, and certification is always issued promptly.”