1. Introduction
Welcome to Arising Property Maintenance (APM).
These Terms & Conditions ("Terms") govern the use of our website, enquiries, quotations, bookings and the provision of property maintenance and associated services.
By using our website or engaging our services, you agree to the applicable provisions of these Terms. A binding contract for services is formed only in accordance with Section 5.
Business Name: Arising Property Maintenance (APM)
Website: https://apm-ldn.co.uk
Email: services@apm-ldn.co.uk
Service Area: London, United Kingdom
These Terms are governed by applicable laws of England and Wales.
Nothing in these Terms excludes or restricts any statutory rights that cannot lawfully be excluded or restricted.
2. Our Services
APM provides property maintenance and associated support services, including:
- General property maintenance and handyman services
- Reactive maintenance and repairs
- Planned preventative maintenance (PPM)
- Minor plumbing repairs
- Electrical maintenance and repairs within applicable competency and regulatory requirements
- Carpentry, decorating and general remedial works
- Property inspections and maintenance reporting
- Temporary caretaker, premises management and maintenance technician cover
- Additional maintenance support for landlords, estate agents and property managers
The availability and scope of services depend on the nature of the work, location, required qualifications, resources and any applicable legal or regulatory requirements.
APM reserves the right to decline work that falls outside its capabilities, available resources, insurance arrangements or legal authorisations.
3. Service Enquiries
Customers may contact APM through our website, email or other authorised communication channels.
Submitting an enquiry or requesting a quotation does not automatically create a binding contract.
We may request additional information, including:
- Property address
- Description of required works
- Photographs or videos
- Access arrangements
- Preferred appointment dates
- Relevant maintenance history
- Known health and safety concerns
Customers must provide accurate information to the best of their knowledge.
APM may require an inspection before providing a quotation.
4. Quotations and Estimates
4.1 Quotations
A written quotation sets out the proposed scope of work and applicable charges.
Unless otherwise stated, quotations remain valid for 30 calendar days from the date of issue.
Quotations are based on the information available when they are prepared.
A quotation may include:
- Labour charges
- Materials
- Equipment
- Specialist subcontractors
- Waste disposal
- Additional agreed costs
- Applicable taxes
Any VAT will be identified where legally applicable.
4.2 Estimates
An estimate is an indication of anticipated costs and is not a fixed-price quotation.
Actual costs may differ where additional labour, materials or unforeseen work is required.
APM will seek the customer's approval before carrying out additional chargeable work, except where an existing agreement expressly authorises specified expenditure.
4.3 Additional Works
If previously unidentified defects or additional work become apparent, APM will explain the issue and provide revised pricing or an additional quotation where reasonably practicable.
Additional works requiring further payment must be authorised by the customer or their authorised representative.
APM will not assume that acceptance of an original quotation constitutes unlimited approval for additional expenditure.
5. Booking and Contract Formation
A contract for services is formed when APM accepts the customer's booking or written acceptance of a quotation and confirms the agreed work.
Confirmation may be provided by email, an authorised online booking system or another agreed written communication method.
The contract may include:
- Accepted quotation or estimate
- Agreed scope of works
- Service schedule
- Payment arrangements
- Applicable service-specific conditions
- These Terms & Conditions
Where there is a conflict between these general Terms and a specifically negotiated written agreement, the specific agreement will take precedence to the extent of the conflict.
For consumer contracts, applicable pre-contract information and cancellation requirements will be provided where legally required.
6. Appointments and Access to Properties
Customers are responsible for arranging suitable access to the property at the agreed appointment time.
This includes, where relevant:
- Providing keys or access codes through an agreed secure method
- Informing occupants of scheduled visits
- Obtaining necessary permissions
- Ensuring work areas are reasonably accessible
- Disclosing known hazards
- Providing access to essential services where required
Where access cannot be obtained, APM may rearrange the appointment.
Reasonable abortive visit charges may apply where these have been disclosed and agreed in advance and are lawful and proportionate.
APM will not impose charges that unfairly penalise consumers.
7. Health and Safety
APM is committed to carrying out work with appropriate regard to health and safety requirements.
Where relevant, works may be subject to:
- Risk assessments
- Method statements
- Safe systems of work
- Electrical safety requirements
- Working at height procedures
- Asbestos-related precautions
- Relevant site rules and access restrictions
Customers must disclose known hazards that could affect the safety of personnel or occupants.
APM may suspend or refuse work where conditions present an unacceptable safety risk.
Where appropriate, APM may recommend a suitably qualified specialist contractor.
8. Materials and Replacement Parts
Unless otherwise agreed, APM may supply materials and replacement components required for the work.
Materials will be selected based on suitability, availability, applicable specifications and agreed budgets.
Where an exact replacement is unavailable, APM will seek approval before using a materially different alternative.
Customer-supplied materials may be accepted subject to suitability and safety checks.
APM is not responsible for inherent defects in customer-supplied products, but remains responsible for exercising reasonable care and skill when installing or handling them.
Any manufacturer's warranty will be subject to the relevant manufacturer's terms.
9. Payment Terms
9.1 Invoices
Invoices will identify the services provided, applicable charges and payment arrangements.
Unless otherwise agreed in writing, the applicable payment deadline will be stated in the accepted quotation, service agreement or invoice.
9.2 Deposits
APM may request a deposit or advance payment for certain works, particularly where materials, specialist equipment or significant advance expenditure are required.
The amount, purpose and payment terms will be disclosed before the booking is confirmed.
9.3 Late Payments
Where payment is overdue, APM may issue reminders and take reasonable steps to recover outstanding sums.
For qualifying business-to-business debts, statutory interest and recovery costs may apply under the Late Payment of Commercial Debts (Interest) Act 1998, where legally applicable.
Consumer late-payment charges, if any, must be expressly agreed, reasonable and compliant with applicable consumer law.
9.4 Disputed Invoices
Customers should contact APM promptly if they believe an invoice is incorrect.
APM will investigate the dispute and provide an appropriate response.
Any undisputed amount remains payable according to the agreed terms, subject to applicable legal rights.
10. Cancellations and Rescheduling
Customers should notify APM as soon as reasonably possible if an appointment must be cancelled or rearranged.
10.1 Business Customers
For business-to-business contracts, cancellation arrangements will be governed by the agreed quotation, booking confirmation or service agreement.
Any cancellation charge must reflect the applicable contractual terms and legal requirements.
10.2 Consumer Customers
Where a consumer enters into a qualifying distance or off-premises contract, a statutory 14-day cancellation period may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where the consumer expressly requests services to begin during the cancellation period, APM will obtain the necessary request and provide the required information.
If the consumer subsequently cancels, a proportionate charge may be payable for services already supplied where the legal conditions are satisfied.
Where a service has been fully performed during the cancellation period, the right to cancel may be lost only where the applicable legal requirements have been met.
10.3 Emergency Repairs
Special rules may apply to urgent repairs or maintenance specifically requested by a consumer.
Any statutory cancellation exception will be applied only where the legal conditions are satisfied.
11. Changes, Delays and Unforeseen Circumstances
APM will make reasonable efforts to complete work within agreed timescales.
However, completion dates may be affected by:
- Availability of materials
- Hidden defects
- Adverse weather
- Restricted property access
- Additional authorised works
- Safety concerns
- Supplier or subcontractor delays
- Events outside reasonable control
APM will communicate material delays and, where appropriate, agree revised arrangements.
Nothing in this section removes a customer's statutory rights where services are not performed within an agreed or legally required reasonable time.
12. Workmanship and Quality Standards
APM aims to provide professional maintenance services with reasonable care and skill.
For consumer contracts, services are subject to applicable requirements under the Consumer Rights Act 2015.
Where work does not meet the applicable legal or contractual standard, customers should notify APM and provide sufficient details to allow investigation.
Depending on the circumstances, appropriate remedies may include:
- Inspection
- Repeat performance or rectification
- Price reduction
- Other remedies available under applicable law
Any additional commercial workmanship guarantee must be expressly stated in the relevant quotation or service agreement.
Nothing in these Terms limits statutory remedies.
13. Existing Defects and Hidden Conditions
APM may identify additional defects during inspections or maintenance works.
Examples include:
- Concealed water damage
- Deteriorated pipework
- Unsafe electrical installations
- Structural defects
- Previously defective repairs
- Hidden moisture or mould
- Inaccessible building components
APM will explain material findings and recommend appropriate action.
Unless expressly included in the agreed scope, additional remedial works will require separate authorisation.
APM is not responsible for pre-existing defects that it did not cause, but this does not exclude responsibility for negligence, failure to exercise reasonable care and skill or other liabilities that cannot lawfully be excluded.
14. Temporary Staffing and Additional Support
APM may provide temporary maintenance personnel, caretakers, premises managers or additional operational support.
The scope of each assignment will be agreed separately.
The agreement may specify:
- Required role
- Work location
- Assignment duration
- Working hours
- Duties and responsibilities
- Applicable rates
- Supervision arrangements
- Required qualifications
- Site induction and safety requirements
Responsibility for day-to-day supervision, employment status, insurance, health and safety and applicable agency-worker obligations will be determined according to the actual contractual and working arrangements and relevant law.
Temporary personnel must not be instructed to undertake work beyond their competence or legal authorisation.
Additional or extended assignments may require revised commercial terms.
15. Subcontractors
APM may engage appropriately qualified subcontractors where necessary to deliver agreed services.
Where subcontractors are used, APM will seek to ensure that relevant competency, safety and insurance requirements are appropriately addressed.
The allocation of contractual responsibilities will depend on the agreed service arrangements.
APM will not use subcontracting arrangements to avoid legal responsibilities owed to customers.
16. Property Photographs and Maintenance Reports
APM may take photographs, videos and prepare reports for legitimate purposes connected with the services provided.
These may include:
- Recording defects
- Documenting work progress
- Demonstrating completed works
- Supporting quotations
- Maintaining service histories
- Providing evidence for authorised property managers
Personal information contained in photographs or reports will be handled in accordance with our Privacy Policy.
APM will not use identifiable customer property images for public marketing without an appropriate lawful basis and any necessary permissions.
17. Customer Responsibilities
Customers agree to:
- Provide accurate information
- Arrange lawful property access
- Disclose relevant hazards
- Obtain necessary landlord or property-owner permissions
- Avoid interfering with active work areas
- Pay agreed charges when due
- Report concerns promptly
- Treat APM personnel respectfully
Customers must not request work that is unlawful or outside the competence or authorisation of the assigned personnel.
18. Liability
APM is responsible for losses and damage to the extent required by applicable law.
Nothing in these Terms excludes or limits liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Breach of statutory obligations where liability cannot lawfully be excluded
- Any other liability that cannot legally be excluded or restricted
For business customers, any separately agreed limitations of liability must be reasonable and enforceable under applicable law.
For consumers, nothing in these Terms limits rights or remedies provided by the Consumer Rights Act 2015 or other applicable consumer legislation.
APM is not automatically responsible for losses caused solely by events outside its reasonable control, subject to applicable law and the particular circumstances.
19. Complaints and Dispute Resolution
APM aims to resolve service complaints fairly and promptly.
Customers should contact:
Email: services@apm-ldn.co.uk
When raising a complaint, please provide:
- Name and contact details
- Relevant property address
- Job or invoice reference, if available
- Description of the issue
- Supporting photographs or documents, where relevant
APM will acknowledge and investigate complaints within a reasonable period.
Where a complaint cannot be resolved informally, the parties may consider appropriate alternative dispute resolution or legal remedies.
Nothing in these Terms prevents a customer from exercising statutory rights.
20. Website Use
Visitors may use the APM website for lawful purposes, including obtaining information and submitting service enquiries.
Users must not:
- Attempt unauthorised access to restricted systems
- Interfere with website security
- Upload malicious software
- Misuse enquiry forms
- Submit fraudulent information
- Attempt to access another user's account
- Disrupt website operations
APM may restrict access where reasonably necessary to protect website security or prevent misuse.
21. Technician and Administrator Portals
APM provides restricted online portals for authorised personnel.
These may include:
- Technician Dashboard
- Administrator Dashboard
- Job management systems
- Maintenance reporting
- Attendance management
- Accounting and administrative functions
Portal users must comply with applicable access permissions and security requirements.
Access credentials must not be shared with unauthorised persons.
APM may suspend or revoke access where justified by security, contractual or operational requirements, subject to applicable law.
22. Intellectual Property
Unless otherwise stated, the website's original content, branding, graphics and other protected materials are owned by APM or used under appropriate licence.
Visitors may not reproduce, distribute or commercially exploit protected website content without permission, except where permitted by law.
Third-party trademarks and materials remain the property of their respective owners.
23. Data Protection and Privacy
APM processes personal information in accordance with applicable UK data protection legislation.
For information about personal data collection, use, retention and individual rights, please refer to our:
Privacy Policy: https://apm-ldn.co.uk/privacy-policy
24. Third-Party Services
The website may contain links to third-party websites or integrate external service providers.
Independent third-party services may be governed by their own terms and privacy policies.
APM is not responsible for the independent conduct of third parties except where liability arises under applicable law or contractual obligations.
25. Events Outside Our Reasonable Control
APM will not be responsible for failure or delay in performing obligations to the extent caused by events genuinely outside its reasonable control, subject to applicable law.
Examples may include severe weather, major infrastructure failures or other exceptional disruptions.
APM will take reasonable steps to communicate disruptions and mitigate their effects.
Where applicable, customers will retain any statutory or contractual rights to cancel or obtain remedies.
26. Changes to These Terms
APM may update these Terms from time to time.
Updated Terms will be published on our website with a revised date.
Changes will not automatically alter an existing contract unless permitted by that contract and applicable law or otherwise agreed between the parties.
27. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales.
For business-to-business disputes, the courts of England and Wales will generally have jurisdiction, subject to any enforceable written agreement and applicable law.
Consumers retain any mandatory legal protections and jurisdictional rights available to them.
28. Contact Information
For enquiries about these Terms & Conditions, please contact:
Arising Property Maintenance (APM)
Website: https://apm-ldn.co.uk
Email: services@apm-ldn.co.uk
Service Area: London, United Kingdom