Effective 1 January 2027

Installer Charter & Agreement

Please read the following Installer Charter & Agreement carefully before completing this form.

This agreement sets out the installation, payment, remedial, photographic, damage-reporting and customer service requirements applicable to self-employed installers carrying out work on behalf of the company.

Completion and submission of this form confirms that you have read, understood and agreed to comply with the requirements contained within the Charter.

Your details

Full nameTrading / business nameEmail addressMobile telephone number

Section 1

Installation & Reserve Remedial Date

From 1 January 2027, all door installation jobs will be allocated a primary installation date and a reserve remedial date.

The reserve remedial date will normally be allocated for the following week and is held specifically in case a return visit is genuinely required.

The reserve remedial date is not automatically a second installation visit.

Where the installation is completed correctly and in full on the primary installation date, the reserve date will be released.

I confirm that I understand the primary installation date and reserve remedial date process.

Section 2

Completion First Time

It is in the interests of the installer, customer and company for every installation to be completed correctly first time.

Installers are expected to attend with the appropriate tools, equipment and materials, complete the agreed works to the required standard, identify and address issues wherever reasonably possible, complete the required paperwork and photographs, and obtain a signed completion note.

I understand that I am expected to complete installations correctly and to the required standard on the primary installation date wherever reasonably possible.

Section 3

Payment

PAYMENT MUST ONLY BE TAKEN ON COMPLETION

UNDER NO CIRCUMSTANCES IS AN INSTALLER TO REQUEST OR ACCEPT PART PAYMENT OR PAYMENT UP FRONT FROM A CUSTOMER.

The fit balance is strictly payable upon completion of the installation.

Installers must not request deposits, part payments or payment of the fit balance before the installation is complete.

Payment may only be collected once:

The agreed installation works have been completed.
Any outstanding installation issues have been resolved or appropriately dealt with.
The customer has signed the required completion note.
All required before and after photographs have been taken and submitted.

I confirm that I will never request or accept part payment or payment up front from a customer. I understand that the fit balance is only collectable upon completion of the installation and completion of the required documentation.

Section 4

The Additional £250

From January 2027, the fit balance for door installations will include an additional £250.

This £250 forms part of the fit balance and is not an advance payment, deposit or guaranteed payment.

It is only collectable when the installation has been completed in accordance with the requirements of this Charter.

Where the installation is completed correctly first time, the installer can collect the full fit balance, including the additional £250, on completion.

Where a genuine remedial visit is required, the installer will use the allocated reserve date to complete the outstanding works and collect the fit balance upon completion.

I understand that the additional £250 forms part of the fit balance and is only collectable upon completion.I understand that completing the installation correctly first time is in my financial interest and avoids the requirement for a remedial visit.

Section 5

Pre-Existing Damage & Faults

PROTECT YOURSELF — PHOTOGRAPH BEFORE YOU START

Before commencing any work, installers must inspect the working area and document any existing damage, defects or faults.

This includes, but is not limited to:

Scratches
Chips
Cracks
Dents
Damaged doors
Damaged units
Damaged worktops
Damaged flooring
Damaged walls or tiles
Existing defects
Faulty cupboards, drawers or fittings
Any other damage or condition that could be attributed to pre-existing circumstances.

Clear photographs must be taken before work commences. Where appropriate, the issue must also be documented in writing and reported to the company before work proceeds.

If an existing fault or item of damage is not documented before work starts and the customer subsequently reports that damage as having occurred during the installation, the installer may be held responsible.

I understand that it is my responsibility to photograph and document pre-existing damage and faults before commencing work.I understand that failure to document pre-existing damage may result in me being held responsible where the customer subsequently reports the damage as having occurred during my installation.

Section 6

Damage Caused During Installation

Installers are responsible for taking reasonable care of the customer's property and existing kitchen.

Any damage caused during installation must be reported to the company immediately.

Installers must not conceal, ignore or attempt to deal with significant damage without first informing the company.

I understand my responsibility to take reasonable care of the customer's property and to report any damage immediately.

Section 7

Before & After Photographs

Before and after photographs are a mandatory part of the installation process.

Before photographs must clearly show the condition of the kitchen and relevant working areas before work begins.

After photographs must clearly demonstrate the completed installation and surrounding areas.

Photographs must be clear, relevant and sufficient to demonstrate the condition before and after the installation.

I understand that before and after photographs are mandatory and must be completed for every applicable installation.

Section 8

Completion Note

The customer must sign the required completion note once the installation has been completed.

The completion note, together with the required photographs, forms part of the completion process.

I understand that I must obtain a signed completion note before collecting the fit balance.

Section 9

Customer Service

Installers are representatives of the company while working at a customer's property.

Installers are expected to act professionally, courteously and respectfully, keep customers appropriately informed, report complaints or significant concerns promptly, and leave the property clean and tidy.

I agree to maintain professional standards when dealing with customers.

Section 10 — Final agreement

Installer Declaration

I confirm that I have read and understood the Installer Charter & Agreement, effective from 1 January 2027.

I understand the installation, reserve remedial date, payment, £250 fit-balance, photographic, damage-reporting and customer service requirements contained within the Charter.

I agree to comply with these requirements when carrying out installation work on behalf of the company.

I understand that the fit balance is only collectable upon completion of the installation and following completion of the required documentation.

I understand that I must not request or accept part payment or payment up front from a customer.

I understand the importance of documenting pre-existing damage and faults before commencing work.

I confirm that I have read, understood and agree to the Installer Charter & Agreement.

Section 11 — Digital signature

Sign the agreement

Installer full nameDate

Electronic signature

Sign inside the box with your finger or mouse.

By submitting this form, I confirm that the information provided is accurate and that my electronic signature represents my agreement to the Installer Charter & Agreement.