Legal Information
Domestic Customer Terms and Conditions
Last updated: 27 September 2026
These Terms and Conditions apply to roofing and associated works supplied by Elliotts Roofing NE Limited, Company Number 17228481, registered office 2 Tunstall Road, Newton Aycliffe, DL5 7AH, registered in England and Wales.
In these Terms:
“we”, “us” or “our” means Elliotts Roofing NE Limited.
“you” or “the Customer” means the person purchasing the works or services from us.
“Works” means the roofing, repair, maintenance, joinery, leadwork, flat roofing, rainwater goods, access-related or other works described in our quotation, estimate or agreed variation.
These Terms should be read together with the quotation or estimate issued for your particular project.
1. Our Contract With You
A contract will normally be formed when you accept our written quotation or estimate and we confirm acceptance of the work.
Acceptance may be given by signed acceptance, email, electronic acceptance, text message or another written method agreed between us.
Your quotation, specification, scope of works and any subsequently agreed written variations form part of the contract.
If there is any inconsistency between these Terms and a specific provision in your quotation, the specific provision in the quotation will normally take priority.
Nothing in these Terms affects your statutory rights as a consumer.
2. Quotations and Estimates
Unless stated otherwise, quotations are valid for 30 days from the date of issue.
A quotation is based on the information reasonably available to us at the time of inspection.
Roofing works can involve parts of a building that cannot be inspected until existing coverings, tiles, slates, membranes, boards, flashings or other materials have been removed.
Our quotation therefore does not include additional work caused by hidden or previously inaccessible defects unless specifically stated.
Examples may include:
rotten or structurally defective roof timbers;
defective decking or boarding;
hidden water damage;
inadequate existing insulation or ventilation;
defective wall plates;
unsafe chimney structures;
asbestos-containing or potentially hazardous materials;
defective substrates;
hidden drainage problems;
defective previous workmanship;
structural movement;
concealed services; or
other conditions that could not reasonably have been identified during the original inspection.
Where additional work becomes necessary, we will explain the issue and, wherever reasonably practicable, provide a price or estimate before proceeding.
We will not undertake substantial additional chargeable work without your approval except where limited immediate action is reasonably necessary to make the property or work area safe.
3. Roof Surveys and Existing Defects
Unless specifically stated in the quotation, our initial inspection is a visual roofing inspection and is not a structural survey, invasive survey or full building survey.
We cannot guarantee that every concealed defect, nail failure, timber defect, moisture problem, historic leak or defect beneath existing roof coverings will be identified during a non-invasive inspection.
Where a roof is suffering from widespread age-related deterioration, nail sickness, timber failure or deterioration of existing coverings, isolated repairs may not resolve every existing defect.
If we advise that a roof is approaching the end of its serviceable life but you instruct us to undertake limited repairs only, our responsibility is limited to performing those agreed repairs with reasonable care and skill.
4. Scope of Works
We will carry out the Works described in the accepted quotation.
Anything not expressly included within the quotation should not be treated as included in the contract.
Examples of items that may be excluded unless specifically stated include:
scaffolding, scaffold licences, structural engineering, asbestos surveys or removal, planning applications, Building Control fees, internal decoration, electrical work, plumbing alterations, aerial or satellite works, solar panel removal, specialist cleaning and repairs to areas outside the stated scope.
Where scaffolding, waste removal or other third-party services are included in our quotation, these may be provided by appropriately selected subcontractors.
5. Changes and Variations
You may request changes to the Works.
Any change may affect the price, programme, materials or completion date.
Where reasonably practicable, additional work will be agreed in writing before it is carried out.
Written approval may include approval by email, text message, electronic message or signed variation.
Additional or omitted work will be added to or deducted from the final account as appropriate.
6. Materials
Unless otherwise stated, materials will be suitable for their intended purpose and will be selected in accordance with the agreed specification.
Natural products such as slate, stone, timber and lead can contain variations in colour, texture, thickness, grain and appearance. Such natural variations are not necessarily defects.
Reclaimed materials will, by their nature, show signs of age, weathering and previous use.
Where reclaimed slate, stone, tiles or other reused materials are installed, we cannot guarantee the future lifespan of the materials themselves unless specifically stated in writing.
Our workmanship obligations remain unaffected.
Where an exact product becomes unavailable, we will discuss a suitable alternative with you before making a material change to the specification.
7. Customer-Supplied Materials
If you ask us to install materials supplied by you or by another contractor, we are responsible for installing them with reasonable care and skill.
However, we are not responsible for defects inherent in customer-supplied materials, incorrect quantities, product incompatibility or manufacturer defects that were not reasonably apparent to us before installation.
Any additional labour caused by incorrect, unsuitable or missing customer-supplied materials may be chargeable where agreed.
8. Access to the Property
You must provide reasonable access to the property at agreed times so that we can carry out the Works.
You should ensure that areas reasonably required for access are clear of vehicles, furniture, garden items or other obstructions where requested.
You must tell us about any known hazards, concealed services, fragile areas or restrictions that may affect the Works.
Children and pets should be kept safely away from work areas, tools, materials, scaffolding and waste.
9. Scaffolding and Access Equipment
Where scaffolding or specialist access equipment is included in our quotation, this will be stated.
Where scaffold or access is being supplied by you, a main contractor or another party, it must be suitable, safe and compliant for the work we are required to undertake.
We may refuse to work from access equipment that we reasonably consider unsafe or unsuitable.
Customers must not alter, remove or interfere with scaffolding, guardrails, ladders, roof access equipment or safety equipment.
Delays caused by unsuitable third-party access may affect the programme and may result in additional reasonable costs.
10. Health, Safety and Hazardous Materials
We take health and safety seriously and will undertake our Works using appropriate working methods and equipment.
If suspected asbestos or another potentially hazardous material is discovered, we may stop work in the affected area until the material has been properly identified and, where necessary, made safe or removed by a suitably competent contractor.
Any additional survey, testing, removal or disposal cost will be discussed with you where it falls outside the original quotation.
We will not knowingly carry out work where conditions present an unacceptable risk to our employees, subcontractors, customers or members of the public.
11. Weather and Temporary Protection
Roofing work is weather-dependent.
Rain, snow, frost, high winds, extreme temperatures or other unsafe conditions may prevent or delay work.
We will take reasonable precautions to protect areas opened during the course of the Works and will use appropriate temporary weather protection where reasonably necessary.
However, completion dates may need to change because of weather conditions or circumstances beyond our reasonable control.
Nothing in this clause excludes responsibility for loss or damage caused by our failure to exercise reasonable care and skill.
12. Start Dates and Completion Dates
Any anticipated start or completion date is an estimate unless we expressly guarantee a specific date in writing.
Programme dates may change because of matters including weather, material availability, additional works, hidden defects, access problems, third-party delays, illness, supplier delays or circumstances outside our reasonable control.
We will keep you reasonably informed of significant changes to the programme.
Where no specific completion date has been agreed, the Works will be completed within a reasonable time taking account of the nature and circumstances of the project.
13. Customer Delays
If work is delayed because you do not provide agreed access, instructions, approvals or facilities, we may reasonably adjust the programme.
Where we incur demonstrable additional costs as a direct result of a customer-caused delay, those costs may be charged where reasonable.
We will take reasonable steps to minimise avoidable additional costs.
14. Price and Payment
The contract price will be the amount stated in the accepted quotation together with any agreed variations.
The payment schedule for each project will be stated in the quotation.
Where staged payments are specified, each payment becomes due when the relevant stage has been reached.
Deposits may be required to secure labour, programming, scaffolding, specialist items and materials.
A deposit is not automatically non-refundable. If a contract is lawfully cancelled, any refund or deduction will be calculated in accordance with these Terms and applicable consumer law.
Special-order, bespoke or non-returnable materials may affect the amount recoverable following cancellation where we have reasonably incurred those costs on your behalf.
Unless the quotation states otherwise, invoices should be paid within the payment period stated on the invoice.
You should not withhold an amount that is not genuinely in dispute because of a dispute relating to another part of the Works.
If an invoice remains unpaid, we may suspend further work after giving reasonable notice, provided it is lawful and reasonable to do so.
15. Deposits and Special-Order Materials
Some roofing products, roof windows, fabricated trims, leadwork items, specialist membranes or other materials may need to be ordered specifically for your project.
Where special-order or bespoke materials are required, we may request payment before ordering them.
If you subsequently cancel the project outside any applicable statutory cancellation rights, we may deduct reasonable losses actually incurred which we cannot reasonably recover or avoid.
We will not impose an arbitrary cancellation penalty.
16. Cancellation Rights for Consumers
If you enter into a contract with us at your home, away from our business premises, online, by telephone or by another qualifying distance method, you may have a statutory right to cancel the contract.
Where the statutory cancellation right applies, the normal cancellation period is 14 days.
For a service contract, the period normally runs for 14 days after the contract is entered into.
You do not need to provide a reason for cancelling.
To cancel, you must make a clear statement informing us that you wish to cancel. You may use the cancellation form at the end of these Terms, although you do not have to use that form.
Certain statutory exceptions may apply, including some situations involving urgent repairs specifically requested by the customer.
These Terms do not restrict any cancellation rights given to you by law.
17. Starting Work During the 14-Day Cancellation Period
We will not normally begin services during a statutory cancellation period unless you have expressly requested that we do so.
If you ask us to start work during the cancellation period and later cancel the contract, you may be required to pay a proportionate amount for services properly supplied up to the date you cancel.
Where a service has been fully performed during the cancellation period following your express request and where the law allows, you may lose the statutory right to cancel once the service has been fully performed.
An Early Start Request is included at the end of these Terms.
18. Cancellation After the Statutory Cancellation Period
You may ask to cancel work after any statutory cancellation period has expired.
If we agree to cancellation, you will be responsible for amounts reasonably due for:
work already completed;
materials reasonably ordered or supplied for your project;
non-returnable or specially manufactured materials;
reasonable third-party commitments already made for your project; and
other reasonable losses directly resulting from the cancellation which we could not reasonably avoid.
We will take reasonable steps to reduce avoidable losses and will not charge an arbitrary cancellation penalty.
Any balance due to you after legitimate deductions will be refunded within a reasonable period.
19. Our Right to Suspend or End the Contract
We may suspend or terminate work where there is a serious reason to do so, including where:
payment properly due remains unpaid after reasonable notice;
you prevent reasonable access to the property;
conditions at the property are unsafe;
you or another person interferes with the Works or safety equipment;
you request work that would be unsafe or unlawful; or
continuing the contract has become impossible for reasons outside our reasonable control.
Where reasonably possible, we will give you notice and an opportunity to resolve the issue before terminating the contract.
You will only be charged amounts that are lawfully and reasonably due.
20. Building Regulations, Planning and Permissions
The quotation will state where we have specifically agreed to arrange Building Control, planning, permits or similar approvals.
You should tell us if the property is listed, situated in a conservation area, subject to restrictive covenants, leasehold restrictions or affected by any other requirement that may influence the Works.
We will perform our own obligations under applicable law and will not knowingly carry out work that is unlawful.
Where an approval, consent or permission can only be obtained by the property owner, you remain responsible for obtaining it unless we have expressly agreed otherwise.
21. Existing Structures
We are not responsible for defects or failures in parts of the property that are outside our agreed scope and which were not caused by our Works.
This can include pre-existing structural movement, defective masonry, chimneys, render, pointing, existing roof timbers, existing insulation, condensation, existing plumbing, internal finishes or previous roofing work.
Where our Works reveal an existing defect, we will notify you where reasonably practicable.
22. Interior Damage and Loft Areas
Roofing work can cause minor dust, vibration and debris within loft spaces.
Customers should remove or appropriately protect valuable or sensitive items stored in loft areas before work begins.
We will exercise reasonable care when undertaking the Works.
Nothing in these Terms excludes liability for damage caused by our negligence or failure to exercise reasonable care and skill.
23. Aerials, Satellite Equipment, Solar Panels and Other Installations
You should tell us before work starts about aerials, satellite dishes, solar panels, cables, alarms or other equipment attached to or passing through the roof.
Unless specifically included in our quotation, specialist disconnection, removal, alteration or recommissioning is excluded.
Where specialist contractors are required, additional costs may apply.
24. Waste and Site Cleanliness
Where waste removal is included, roofing waste arising directly from our Works will be removed from site or placed in the agreed waste facility.
We will make reasonable efforts to leave the work area tidy following completion.
Roofing work can produce small fragments, nails, dust and debris. Although reasonable cleaning will be undertaken, customers should continue to take reasonable care around areas where construction work has recently taken place.
25. Guarantees and Warranties
Any specific workmanship guarantee will be stated in your quotation or guarantee document.
Manufacturer warranties for products such as membranes, roof windows, tiles or other proprietary systems are subject to the manufacturer's own terms and conditions.
A workmanship guarantee covers faults caused by defective workmanship within the scope of our Works.
Unless required by law or specifically agreed otherwise, a workmanship guarantee does not cover problems caused solely by matters outside our workmanship, including:
subsequent work or alteration by another contractor;
accidental or deliberate damage;
structural movement;
failure of parts of the building outside our scope;
lack of reasonable maintenance;
blocked drainage systems;
storm or impact damage;
damage caused by animals or pests; or
failure of existing materials that were not replaced as part of our Works.
These exclusions do not affect your statutory consumer rights.
26. Defects and Complaints
If you believe there is a defect in our Works, please contact us as soon as reasonably practicable and give us a reasonable opportunity to inspect the issue.
Where our work does not comply with the contract or applicable consumer law, we will deal with the matter in accordance with your statutory rights.
Depending on the circumstances, consumer law may provide rights including repeat performance or an appropriate price reduction.
You should not arrange for another contractor to alter allegedly defective work before giving us a reasonable opportunity to inspect and, where appropriate, remedy it, unless urgent action is reasonably necessary to prevent further damage or address a safety issue.
27. Our Responsibility to You
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.
We are not responsible for losses caused solely by circumstances outside our reasonable control or by defects unrelated to the Works we have undertaken.
28. Photographs
We may take photographs of the Works for surveying, progress, quality, record-keeping and contractual purposes.
Photographs that clearly identify you or disclose private information will be handled in accordance with applicable data protection requirements.
Where photographs are intended for advertising, social media or marketing and the property or customer is readily identifiable, we will seek appropriate permission where required.
29. Personal Information
We will process personal information in accordance with applicable data protection law and our Privacy Policy.
Our current Privacy Policy is available on our website at:
30. Events Outside Our Reasonable Control
We will not be responsible for delay or failure caused by circumstances that we could not reasonably control.
These may include extreme weather, serious illness, accidents, fire, flood, supply-chain disruption, material shortages, transport disruption, public authority restrictions or similar events.
We will take reasonable steps to minimise disruption and resume the Works when reasonably practicable.
31. Third Parties
The contract is between you and Elliotts Roofing NE Limited.
No other person has rights under the contract except where the law expressly provides otherwise.
We may use suitable employees, subcontractors or specialist contractors to carry out parts of the Works.
We remain responsible for our obligations to you under the contract where the Works are subcontracted by us.
32. Entire Agreement
The contract consists of these Terms together with the accepted quotation, scope of works, specification and any agreed written variations.
Statements or promises specifically relied upon when entering into a consumer contract may have legal effect under consumer law, and nothing in this clause is intended to remove those rights.
33. Severability
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply so far as legally permitted.
34. Governing Law
These Terms are governed by the law of England and Wales.
Nothing in this clause removes any mandatory rights you may have as a consumer.