Main Terms and Conditions
These Terms and Conditions apply to use of the GEM Electrical and Mechanical Repairs website and to enquiries, bookings, quotations, inspections, diagnostics, installations, repairs, remote support, and services arranged through it.
1. Website and service information
Website content is provided in good faith for general guidance. Service availability, pricing, response times, repair options, and travel coverage may vary depending on location, fault type, access, parts availability, and scheduling.
2. Quotes, inspections, and diagnostics
Any quote given before inspection is an estimate unless clearly confirmed as fixed in writing. Final charges may change if additional faults, extra labour, specialist parts, extra materials, repeat visits, parking, access issues, or safety issues are identified after inspection or during the work.
Diagnostic work is charged for the inspection, testing, advice, and time spent, even where the item, appliance, vehicle, system, or installation is later found to be uneconomical or unsuitable to repair.
3. Customer information and permissions
Customers are responsible for providing accurate contact details, location details, service details, fault descriptions, photos where useful, and any known site hazards before a booking is accepted.
The customer must have permission to authorise work at the property, workplace, vehicle, device, website, network, appliance, or equipment. Where landlord, leaseholder, employer, insurer, building manager, or vehicle owner consent is needed, the customer is responsible for arranging it before work starts.
4. Access and safe working conditions
Customers must provide safe and reasonable access to the item, property, equipment, vehicle, website account, or work area. This includes safe parking where reasonably available, suitable lighting, safe entry, clear working space, and keeping children, pets, visitors, and other trades away from the immediate work area.
GEM Electrical and Mechanical Repairs may refuse, pause, or rearrange work where access is unsafe, the work area is unsuitable, required permissions are missing, there is suspected asbestos or another uncontrolled hazard, or the requested work falls outside safe competence or legal requirements.
5. Repairability and limitations
We aim to provide honest advice and reliable workmanship, but we cannot guarantee that every appliance, item, vehicle, electrical fault, lock issue, CCTV system, computer, mobile device, circuit board, website, or mechanical system will be repairable. Some jobs may require replacement parts, further diagnostics, additional visits, specialist equipment, or referral to another competent contractor.
For computers, phones, tablets, circuit boards, storage devices, websites, and digital services, customers are responsible for maintaining backups and providing only the access needed for the agreed work.
6. Parts, materials, and special orders
Parts and materials are selected to suit the agreed repair or installation as far as reasonably practicable. Lead times depend on supplier availability. Special-order parts may be chargeable once ordered, especially where they are correctly supplied for the agreed job and cannot reasonably be returned.
7. Payment and invoices
Payment is due on completion of the agreed work unless a different payment arrangement is confirmed in writing. For staged work, ordered parts, commercial work, or larger installations, deposits or staged payments may be requested before work continues.
8. Cancellations, delays, and no access
Please give as much notice as possible if a booking needs to be rearranged. A reasonable call-out, inspection, or waiting charge may apply where a visit has been agreed and the customer is unavailable, the address is incorrect, safe access is not provided, or the job cannot start because required permissions or information are missing.
9. Workmanship, parts, and aftercare
Workmanship issues should be reported as soon as possible so they can be reviewed. Any parts warranty is normally limited to the relevant supplier or manufacturer terms. Warranty support does not cover misuse, accidental damage, lack of maintenance, wear and tear, unrelated faults, customer-supplied parts, third-party interference, water damage, pest damage, software changes, security settings, or faults that were not present in the agreed work scope.
10. Updates to these terms
Website content, services, prices, policies, and terms may be updated at any time without notice. Continued use of the website or services means you accept the current Terms and Conditions. If you have questions, contact info@gemrepairs.co.uk.
Health and Safety Policy
GEM Electrical and Mechanical Repairs is committed to carrying out work safely, protecting customers, workers, visitors, members of the public, property, vehicles, and equipment, and managing health and safety risks in line with UK good practice and HSE guidance.
Statement of intent
Our aim is to prevent injury, ill health, fire, property damage, avoidable disruption, and environmental harm. Work will only be carried out where it can be done safely and within the competence, tools, access, information, permissions, and conditions available at the time.
Responsibilities
GEM Repairs will
- Assess foreseeable risks before and during work.
- Use suitable tools, PPE, access equipment, and safe systems of work.
- Isolate energy sources where required, including electricity, batteries, moving parts, heat, and stored energy.
- Keep the work area tidy and protect customers, visitors, and the public from the immediate work activity.
- Stop work if conditions become unsafe or outside agreed competence.
- Explain safety limitations and agree next steps where specialist support is required.
Customers and site contacts must
- Provide accurate job details, access details, and known hazard information.
- Confirm permission to authorise the work.
- Keep the work area clear, lit, and accessible.
- Keep children, pets, staff, customers, visitors, and other trades away from the immediate work area.
- Tell us about asbestos, fragile surfaces, damaged electrics, leaks, gas concerns, security restrictions, parking restrictions, or other site rules before work starts.
Risk assessment and RAMS
A suitable risk assessment is completed before work starts and reviewed if conditions change. For higher-risk, commercial, construction-related, landlord, facilities, or insurance work, a job-specific RAMS document can be prepared using the template on this page.
Electrical safety
Electrical work is planned to reduce risks from electric shock, burns, arcing, fire, incorrect isolation, damaged cables, unsuitable equipment, and wet or confined conditions. Equipment is checked before use. Circuits and equipment are isolated and tested where required, and work is not carried out live unless it is essential, justified, and controlled by a competent person.
Work at height
Work at height, including CCTV positioning, lighting, cabling, carpentry, and access to high-level equipment, is avoided where reasonably practicable. Where it cannot be avoided, the work is planned, suitable access equipment is used, ladders are only used for appropriate low-risk short-duration tasks, and the area below is controlled to reduce the risk from falls or falling objects.
Tools, manual handling, and site control
Manual handling, drilling, cutting, lifting, vehicle work, hot equipment, sharp components, batteries, screens, circuit boards, and moving machinery are controlled using suitable planning, isolation, PPE, clear routes, stable work positions, and tidy cable management. Customers may be asked to move personal items before work starts.
Vehicle and mobile work
For vehicle work, the vehicle must be parked in a safe legal position with enough working space. Controls may include ignition isolation, battery precautions, wheel chocks, hi-vis clothing, avoiding live traffic exposure, and stopping work where roadside conditions are unsafe.
Commercial kitchens, hot equipment, and specialist work
Pizza ovens and commercial equipment are checked for heat, stored energy, electrical supply, ventilation, sharp edges, and hygiene requirements. Gas work, refrigerant work, and other regulated specialist activities will only be carried out by suitably competent or registered persons, or referred to an appropriate specialist.
Emergency arrangements and incident reporting
Work will stop immediately if there is a serious safety concern, fire, electric shock, gas smell, uncontrolled leak, injury, structural concern, or another emergency. Emergency services or the relevant utility provider should be contacted where required. Accidents, near misses, damage, and safety concerns are reviewed so controls can be improved.
Policy review
This policy is reviewed when services change, work methods change, guidance changes, or after a significant incident or near miss.
RAMS Template for GEM Repairs Services
RAMS means Risk Assessment and Method Statement. This template is used as a starting point for job-specific planning and must be adjusted to the actual site, task, hazards, competence requirements, access, tools, materials, and customer rules before work starts.
1. Job details
- Customer / site name:
- Address / remote work location:
- Date and expected duration:
- Service category: electrical, appliance, pizza oven, CCTV, locks, carpentry, vehicle, battery, stereo/camera, device repair, circuit board, web design, or other:
- Work description:
- Person completing RAMS:
- People affected: engineer, customer, staff, residents, visitors, public, other trades, road users, remote users:
- Emergency contact and nearest first aid arrangement:
2. Risk rating method
Likelihood 1 to 5 x Severity 1 to 5 = Risk rating. Low risk 1 to 5, medium risk 6 to 12, high risk 15 to 25. High-risk work must not start until controls reduce the risk to an acceptable level.
3. Common hazards and controls
| Hazard | Services affected | Controls before and during work |
|---|---|---|
| Electric shock, burns, arcing, fire, incorrect isolation | Electrical, appliances, pizza ovens, CCTV, vehicles, batteries, electronics, circuit boards | Confirm supply and isolation method, isolate where required, test before touch, use suitable insulated tools and RCD protection where appropriate, keep equipment dry, avoid live work unless essential and controlled by a competent person. |
| Work at height, falling objects, unstable access | CCTV, cabling, lighting, carpentry, kitchen installation, high-level appliances, door hardware | Avoid height where possible, use suitable access equipment, check floor and surface condition, secure tools and materials, create an exclusion area below, do not overreach, do not use ladders for heavy or prolonged work. |
| Manual handling, awkward posture, heavy items | Appliances, kitchens, carpentry, vehicle parts, batteries, pizza ovens, doors | Assess weight and route, clear access, use assistance or mechanical aids where required, avoid twisting, split loads, stop if the lift cannot be completed safely. |
| Cutting, drilling, dust, noise, hidden services | CCTV, carpentry, kitchens, locks, electrical, cabling | Check for hidden cables, pipes, and structural concerns before drilling or cutting, use eye protection, dust control, hearing protection where needed, and agree drilling locations with the customer. |
| Heat, sharp edges, moving parts, stored energy | Pizza ovens, cookers, appliances, vehicles, locks, tools, circuit boards | Allow hot equipment to cool, isolate moving parts, discharge stored energy where required, use gloves and eye protection, keep guards in place where possible. |
| Vehicle movement, battery acid, roadside exposure | Vehicle electrical, mechanical, battery replacement, stereo and camera installation, sensors | Use safe parking, handbrake, keys controlled, chocks where needed, hi-vis near traffic, battery isolation procedures, protect against short circuits, stop work if roadside conditions are unsafe. |
| Data, passwords, privacy, security systems | Computers, phones, tablets, CCTV, websites, circuit board design files | Work only with customer permission, request minimum access required, avoid viewing unnecessary personal data, protect credentials, hand back access details securely. |
| Waste, batteries, electronic parts, packaging, oils, refrigerants | All physical repair and installation services | Segregate waste, prevent escape, use authorised waste routes where applicable, do not dispose of business waste in household bins, refer refrigerant or regulated specialist waste to competent providers. |
| Customers, staff, children, pets, visitors, public | All site work | Agree work area, keep non-workers away, control tools and cables, maintain housekeeping, communicate hazards, pause work if the area cannot be kept safe. |
4. Method statement
Pre-start
- Confirm job scope, location, customer permission, service category, access, parking, and known hazards.
- Confirm competence requirements, tools, test equipment, PPE, parts, and whether specialist support is required.
- Check whether the site has its own induction, permit, signing-in, RAMS, asbestos register, fire rules, or safeguarding requirements.
Arrival and dynamic assessment
- Sign in where required and speak with the customer or responsible site contact.
- Inspect the work area for access, lighting, water, trip hazards, asbestos concerns, fragile surfaces, security restrictions, pets, children, staff, visitors, and other trades.
- Update the risk assessment if conditions differ from the booking information.
Set up and isolation
- Set a clear work area and keep others away from the immediate activity.
- Protect floors, surfaces, vehicles, and customer property where practical.
- Isolate electrical supply, battery supply, heat, moving parts, water, or other energy sources where required.
- Confirm isolation before dismantling, drilling, cutting, testing, fitting, or repair.
Service-specific work modules
- Electrical, appliance, and pizza oven work: diagnose, isolate, repair or replace agreed parts, avoid bypassing safety devices, test function and visible safety condition before handover.
- CCTV and cabling: agree camera positions, check safe drilling routes, manage work at height, secure cables, test recorder, app, and coverage.
- Carpentry, kitchens, doors, and locks: check structure and services before drilling or cutting, control dust, secure sharp tools, confirm alignment and safe operation.
- Vehicle work: secure vehicle, isolate battery where needed, protect trim and wiring, test accessories, charging, sensors, cameras, or electrical repair before handover.
- Computers, phones, tablets, electronics, and circuit boards: use ESD-aware handling where appropriate, protect customer data, control soldering heat and fumes, test only within safe limits.
- Remote web design: confirm authorised access, agree change scope, back up where appropriate, test pages and forms before publishing changes.
Completion and handover
- Test the completed work within the agreed scope.
- Remove tools, offcuts, packaging, and waste from the immediate work area.
- Explain completed work, limitations, parts used, safety advice, user checks, and any follow-up needed.
- Record photos, readings, customer approval, invoice details, and warranty limitations where relevant.
Emergency arrangements
Stop work immediately if there is electric shock, fire, gas smell, uncontrolled leak, injury, structural concern, unsafe access, aggressive behaviour, or any other serious danger. Make the area safe if possible, contact the customer or site manager, and call emergency services or utility providers where required.
5. PPE and equipment checklist
PPE and equipment are selected to match the job. Typical items may include safety footwear, gloves, eye protection, dust mask or respirator where required, hearing protection, hi-vis, insulated tools, approved test equipment, RCD protection, dust control, floor protection, warning signs, ladder or access equipment, first aid kit, and fire control arrangements where appropriate.
6. Sign off
| Prepared by | Name, date, signature |
|---|---|
| Reviewed with customer or site contact | Name, date, signature where required |
| Changes during work | Record any new hazard, change in method, extra work, stopped work, or referral |
| Completion notes | Testing, handover, waste removed, outstanding actions |
Quality Assurance Policy
GEM Electrical and Mechanical Repairs aims to provide clear communication, careful diagnosis, suitable parts and materials, safe workmanship, practical testing, and honest handover advice across all services.
Quality objectives
Clear scope
We confirm the reported fault, requested service, likely limitations, visit requirements, and estimated costs before work proceeds where reasonably possible.
Competent work
Work is undertaken only where the task, tooling, access, and competence are suitable. Specialist or regulated tasks are referred where required.
Suitable parts
Parts and materials are selected to suit the agreed job, customer budget, supplier availability, and safety requirements.
Test and handover
Repairs and installations are tested within the agreed scope and the customer is told about results, limitations, and further recommendations.
Service quality process
- Enquiry review: review the job details, location, photos, fault history, urgency, and service category.
- Quotation: explain whether the price is an estimate, call-out, diagnostic charge, fixed quote, parts estimate, or staged cost.
- Pre-work checks: confirm access, permissions, safety requirements, and whether parts or specialist support are needed.
- Diagnosis: investigate the fault logically and avoid replacing parts without reasonable evidence or customer approval.
- Workmanship: complete work neatly, keep the area tidy, protect customer property, and avoid unnecessary disruption.
- Testing: test function, operation, visible safety condition, software changes, wiring, fittings, alignment, or installed equipment as relevant to the job.
- Handover: explain what was done, what was found, any remaining risk, maintenance advice, usage guidance, and recommended next steps.
- Records: keep reasonable job notes, photos, invoices, part details, test notes, and customer communications where relevant.
Service-specific quality standards
| Service | Quality checks |
|---|---|
| Electrical, appliance, and pizza oven repairs | Confirm fault symptoms, isolate safely, repair only within competence, check operation, avoid bypassing protective devices, and explain any further safety or replacement recommendation. |
| CCTV installation and security equipment | Agree camera positions, cable routes, recording setup, app access, coverage expectations, privacy considerations, and customer handover. |
| Carpentry, kitchens, doors, and locks | Check measurements, alignment, fixing suitability, service routes, safe operation, visible finish, and practical aftercare. |
| Vehicle electrical, mechanical, battery, stereo, camera, and sensor work | Confirm symptoms, protect vehicle trim and wiring, route cables tidily, test function before handover, and explain any unrelated or further faults found. |
| Computers, phones, tablets, electronics, and circuit boards | Protect data where reasonably possible, use careful handling, explain repair risks, test agreed functions, and document limitations where component-level repair is uncertain. |
| Remote web design and updates | Agree scope, back up where appropriate, protect credentials, test pages, forms, navigation, responsive layout, and basic publishing checks before handover. |
Complaints, defects, and continual improvement
If a customer has a concern about workmanship or service quality, they should contact GEM Electrical and Mechanical Repairs as soon as possible with the invoice details, photos, and a clear description of the issue. We will review the concern, inspect where appropriate, and agree a fair next step based on the original scope, parts, warranty limitations, site conditions, and any third-party changes.
Feedback, repeat faults, near misses, supplier issues, and customer comments are used to improve quoting, diagnosis, documentation, workmanship, and communication.
Equality, Diversity, and Environmental Policies
GEM Electrical and Mechanical Repairs is committed to respectful service, fair treatment, practical accessibility, and responsible environmental behaviour across all services.
Equality and diversity policy
We aim to treat customers, workers, suppliers, visitors, and members of the public fairly and respectfully. We do not tolerate discrimination, harassment, victimisation, intimidation, or abusive behaviour.
In line with the principles of the Equality Act 2010, we aim not to discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Customers
- We communicate clearly and respectfully.
- We consider reasonable adjustments where a customer needs practical support to access the service.
- We respect privacy, dignity, cultural needs, and personal information.
- We may refuse or stop work where behaviour is abusive, threatening, discriminatory, or unsafe.
Workplace and suppliers
- We aim to work with people and suppliers fairly and professionally.
- Selection of contractors or specialists is based on suitability, competence, availability, safety, and service requirements.
- Concerns about discrimination or disrespectful behaviour should be raised promptly so they can be reviewed.
Environmental policy
Repair work can reduce unnecessary replacement, but it can also create waste, packaging, travel, emissions, and material handling responsibilities. GEM Electrical and Mechanical Repairs aims to reduce environmental impact where reasonably practicable.
Repair before replacement
We recommend practical repair where it is safe, sensible, and economical, and explain when replacement may be the safer or more reliable option.
Responsible waste
Waste, packaging, batteries, electronic parts, appliance parts, offcuts, and other materials are kept under control and passed to suitable authorised routes where applicable.
Travel and planning
We plan visits, parts collection, and repeat appointments to reduce unnecessary travel where scheduling allows.
Digital records
We use digital communication and records where practical to reduce paper use while keeping useful job information available.
Waste duty of care
Business waste must be handled responsibly. We aim to prevent waste escaping, store it safely, describe it accurately where transferred, and use authorised waste routes where applicable. Customers should not ask for trade waste, electronic waste, batteries, oils, packaging, or removed parts to be placed into household bins unless it is lawful and suitable to do so.
Special environmental controls
- Fridge and freezer work involving refrigerants is only undertaken where suitable competence and legal requirements are met; otherwise specialist referral is required.
- Batteries and electronic parts are handled to reduce short-circuit, leakage, fire, and waste risks.
- Dust, drilling debris, packaging, and offcuts are controlled and removed or left with the customer only by agreement.
- Spills, leaks, oils, chemicals, and suspect hazardous materials are not ignored; work may stop until safe controls are agreed.
Review and contact
These equality, diversity, and environmental policies are reviewed when services, legal requirements, customer needs, or working methods change. Concerns can be raised by email at info@gemrepairs.co.uk.