THE WHOLE HOUSE APPROACH LTD 

SOLAR PV & BATTERY STORAGE 

TERMS & CONDITIONS 

Version: September 2026 

[YOUR LOGO – THE WHOLE HOUSE APPROACH] 

The Whole House Approach Ltd 

Company Registration No. 16525182 

15 Riverside Studios Amethyst Road 

Newcastle Business Park 

Newcastle Upon Tyne 

England 

NE4 7YL 

Telephone: 0191 574 0137 

Email: Hello@thewholehouseapproach.co.uk 

Website: thewholehouseapproach.co.uk 

VAT Registration No.: 527 0288 92 

  1. ABOUT THESE TERMS 

These Terms and Conditions apply to the supply and installation of solar photovoltaic  (“PV”) systems, battery storage systems and associated equipment and services  supplied by The Whole House Approach Ltd (“we”, “us”, “our” or “The Whole House  Approach”). 

The customer is referred to as “you” or “the Customer”. 

These Terms apply together with your quotation, system proposal, specification and any  written variations agreed between us. 

Nothing in these Terms is intended to remove or restrict any legal rights you have as a  consumer. 

Consumer contracts must be fair and transparent, and terms attempting to remove  statutory rights or impose disproportionate cancellation charges may not be  enforceable.  

  1. WHAT WE SUPPLY 

Depending on your quotation, our services may include:

  • solar PV panels; 
  • inverters; 
  • battery storage systems; 
  • mounting systems; 
  • roof mounting equipment; 
  • electrical cabling; 
  • isolators and protection equipment; 
  • monitoring equipment; 
  • associated electrical works; 
  • scaffolding; 
  • commissioning and testing; 
  • system handover; 
  • applicable certification and notifications. 

The exact equipment and works included in your installation will be stated in your  individual quotation. 

Unless specifically stated in your quotation, we do not undertake unrelated building,  roofing, electrical or structural works. 

  1. YOUR QUOTATION 

Your quotation will set out, where applicable: 

  • the proposed system size; 
  • number and specification of solar panels; 
  • inverter specification; 
  • battery manufacturer and model; 
  • battery capacity; 
  • mounting system; 
  • estimated annual generation; 
  • estimated savings and/or financial benefits; 
  • installation price;
  • VAT; 
  • any exclusions; 
  • estimated installation timescale; 
  • applicable warranties. 

Your quotation is based on information available to us at the time it is prepared. 

A quotation does not constitute a guarantee that the property will ultimately be suitable  for installation. 

  1. ACCEPTANCE OF THE CONTRACT 

A contract is formed when: 

  1. you accept our quotation or otherwise enter into the contract; and 2. we confirm acceptance of the order. 

The contract will consist of: 

  • your accepted quotation; 
  • these Terms and Conditions; 
  • the agreed system design/specification; 
  • any written variations subsequently agreed. 

If there is a conflict between these documents, an agreed written variation will take  precedence, followed by the quotation and then these Terms and Conditions. 

  1. NO DEPOSIT – PAYMENT ON COMPLETION 

Our commitment 

We do not require a deposit or upfront payment for standard domestic solar PV and  battery installations unless expressly agreed otherwise in writing. 

Our normal payment arrangement is: 

£0 upfront 

£0 deposit 

100% payable after Practical Completion 

The final invoice will become due within 7 days of Practical Completion.

This means that, subject to the terms of your quotation, you do not have to pay us  before we carry out the installation. 

We believe this provides customers with additional confidence when choosing The  Whole House Approach. 

  1. PRACTICAL COMPLETION 

For the purposes of payment, Practical Completion means that: 

  • the agreed installation works have substantially been completed; • the installed equipment has been connected and tested; 
  • the system has been commissioned where reasonably possible; 
  • the system is capable of operating as designed, subject to any third-party or  network limitations; 
  • we have completed the agreed installation scope; and 
  • any remaining minor snagging items do not materially prevent the system from  being used. 

Minor outstanding items, cosmetic matters or delays caused by third parties will not  normally prevent Practical Completion where the System has been safely installed and  commissioned. 

Where DNO approval, notification or other third-party documentation is outside our  control, a delay by that third party will not by itself prevent Practical Completion where  we have completed our obligations and submitted the required information. 

  1. NON-PAYMENT 

If an invoice becomes overdue, we will contact you and attempt to resolve the matter. 

We reserve the right, where legally permitted, to recover reasonable costs associated  with overdue payment. 

We will not use this clause to prevent you exercising genuine statutory rights concerning  defective or incomplete work. 

If you believe there is a genuine defect or outstanding contractual issue, you should  notify us promptly and provide reasonable details so that we can investigate.

  1. SITE SURVEY 

Where a site survey is required, we will assess the property and proposed installation. Our assessment may include: 

  • roof suitability; 
  • roof orientation and pitch; 
  • shading; 
  • available installation area; 
  • electrical installation; 
  • consumer unit; 
  • cable routes; 
  • inverter location; 
  • battery location; 
  • access; 
  • scaffolding requirements; 
  • potential DNO requirements. 

Our quotation is based on reasonable assumptions concerning the property. 

  1. UNFORESEEN SITE CONDITIONS 

Occasionally, conditions cannot reasonably be identified before work begins. These may include: 

  • defective roof timbers; 
  • rotten timber; 
  • unsuitable roof construction; 
  • damaged or fragile roof coverings; 
  • concealed services; 
  • inadequate electrical installations; 
  • inadequate earthing or bonding; 
  • asbestos or hazardous materials;
  • unusually difficult access; 
  • additional scaffolding requirements; 
  • structural problems; 
  • previously unidentified wiring; 
  • DNO requirements; 
  • other conditions affecting the safe installation of the System. If unforeseen conditions arise, we will explain: 
  1. what has been identified; 
  2. why it affects the installation; 
  3. what additional work is required; 
  4. the additional cost, if any; and 
  5. any effect on the installation timetable. 

We will seek your agreement before carrying out chargeable additional works, except  where immediate action is reasonably necessary to protect health, safety or property. 

  1. ROOF CONDITION 

Solar panels are installed onto the existing structure of the property. You must tell us about any known: 

  • leaks; 
  • roof defects; 
  • previous roof repairs; 
  • structural problems; 
  • roof warranties; 
  • insurance restrictions; 
  • planned roof replacement. 

We are not responsible for pre-existing defects that were not caused by our work. 

Where we identify a roof that we reasonably consider unsuitable or unsafe for  installation, we may require remedial work or a suitable structural assessment before  proceeding.

Current MCS PV requirements specifically address roof structural integrity and the  ability of the roof to withstand the loads associated with the PV installation. MCS  Certified 

  1. EXISTING ROOF WARRANTIES 

You must inform us of any existing roof, building or manufacturer warranty. 

Where reasonably practicable, we will inform you if we believe the proposed solar  installation may affect an existing warranty. 

You remain responsible for obtaining any consent required from the manufacturer,  developer, landlord, freeholder, insurer or other relevant party unless the quotation  expressly states otherwise. 

  1. SYSTEM DESIGN 

We will design the System based on the information reasonably available to us. The final design may be affected by: 

  • roof dimensions; 
  • shading; 
  • roof orientation; 
  • roof pitch; 
  • electrical limitations; 
  • DNO requirements; 
  • equipment availability; 
  • manufacturer’s requirements; 
  • safety requirements; 
  • applicable standards. 

We may make reasonable technical adjustments to the design where necessary to  achieve a safe and compliant installation. 

Any material change that affects the agreed price or specification will be  communicated to you.

  1. SOLAR GENERATION ESTIMATES 

Any estimated generation figures provided by us are estimates and not guarantees,  unless expressly stated otherwise in writing. 

Actual generation can vary due to: 

  • weather; 
  • sunlight levels; 
  • shading; 
  • dirt and environmental conditions; 
  • panel degradation; 
  • temperature; 
  • system availability; 
  • inverter operation; 
  • grid restrictions; 
  • changes to the property; 
  • surrounding buildings, trees or structures. 

We do not guarantee a specific number of kilowatt-hours unless a separate written  performance guarantee has expressly been provided. 

MCS guidance requires performance estimates to be realistic and accurate rather than  presented as guaranteed outcomes. MCS Certified 

  1. SAVINGS AND PAYBACK ESTIMATES 

Any estimated: 

  • electricity savings; 
  • export income; 
  • battery savings; 
  • payback period; 
  • return on investment; 
  • future energy costs; 

are estimates based on assumptions available at the time.

They are not guarantees. 

Actual financial benefits depend on factors including: 

  • electricity tariffs; 
  • export tariffs; 
  • household consumption; 
  • system generation; 
  • battery usage; 
  • energy prices; 
  • government schemes; 
  • supplier policies; 
  • changes in household behaviour. 

We cannot guarantee the future price of electricity or export payments. 

  1. BATTERY STORAGE 

Where a battery is included, the quotation will identify the proposed battery system. Battery performance can be affected by: 

  • household consumption; 
  • charging and discharge settings; 
  • battery state of charge; 
  • available solar generation; 
  • export limitations; 
  • inverter limitations; 
  • temperature; 
  • manufacturer settings; 
  • grid conditions. 

The battery’s stated capacity does not necessarily represent the exact amount of energy  available for household use at every point in time. 

Manufacturer warranties and performance conditions will apply.

  1. EQUIPMENT AVAILABILITY 

We will endeavour to supply the equipment specified in your quotation. 

If a particular product becomes unavailable, discontinued or subject to unreasonable  supply delays, we may propose an alternative product. 

Any substitute product will be of reasonably equivalent specification and quality. 

Where a substitution materially changes the agreed specification or price, we will  obtain your agreement before proceeding. 

  1. PRICE 

The price shown in your accepted quotation is the agreed price for the stated scope of  works, subject to: 

  • agreed variations; 
  • unforeseen additional works; 
  • changes requested by you; 
  • circumstances expressly identified in the quotation. 

We will not increase the agreed price simply because our own costs subsequently  increase. 

Where additional costs arise from circumstances outside the original agreed scope, we  will explain them before carrying out the additional work wherever reasonably possible. 

  1. VARIATIONS 

Any material change to the agreed installation should be recorded in writing. A variation may include: 

  • additional panels; 
  • additional battery capacity; 
  • different equipment; 
  • additional electrical works; 
  • roof repairs;
  • additional scaffolding; 
  • upgraded consumer unit; 
  • longer cable runs; 
  • additional protection equipment; 
  • customer-requested changes. 

Where a variation changes the price, we will provide the revised price before  proceeding. 

  1. CUSTOMER RESPONSIBILITIES 

You agree to: 

  • provide reasonable access to the property; 
  • provide access to the roof and relevant electrical equipment; • provide accurate information about the property; 
  • inform us of known defects or hazards; 
  • inform us of roof warranties; 
  • obtain permissions identified as your responsibility; 
  • ensure we can access the property at the agreed time; 
  • provide reasonable access for scaffolding and installation equipment. 

If access is unavailable or the installation cannot safely proceed, the installation may  need to be rearranged. 

  1. SCAFFOLDING AND ACCESS 

Where scaffolding is included in your quotation, we will arrange it as part of the  installation. 

You must notify us of any access restrictions. 

We cannot be responsible for delays caused by: 

  • inaccessible properties; 
  • locked gates; 
  • unavailable parking;
  • restricted access; 
  • unsafe access; 
  • neighbouring property restrictions; 
  • customer failure to provide access. 

We will take reasonable care to minimise disruption. 

  1. INSTALLATION DATES 

We will provide an estimated installation date or timeframe. 

Installation dates are estimates unless a specific date has been expressly guaranteed in  writing. 

Delays may arise from: 

  • adverse weather; 
  • high winds; 
  • unsafe working conditions; 
  • equipment shortages; 
  • manufacturer delays; 
  • DNO delays; 
  • building control; 
  • unforeseen property conditions; 
  • customer access; 
  • third-party contractors; 
  • circumstances outside our reasonable control. 

We will keep you informed of significant delays. 

  1. DNO / ELECTRICITY NETWORK 

Where required, we will make the appropriate DNO application or notification included  within our agreed scope. 

DNO timescales are outside our control. 

We do not guarantee:

  • a particular DNO response time; 
  • approval of a particular system size; 
  • a particular export capacity. 

Where the DNO imposes requirements that materially affect the installation, we will  discuss these with you. 

  1. PLANNING AND BUILDING REGULATIONS 

Where included within our agreed scope, we will undertake or assist with applicable: • planning requirements; 

  • Building Regulations requirements; 
  • MCS certification; 
  • DNO notification/application. 

You remain responsible for obtaining permissions that are expressly identified in the  quotation as your responsibility. 

  1. INSTALLATION STANDARDS 

We will carry out installation work with reasonable care and skill and in accordance with  applicable legislation, standards, manufacturer requirements and relevant certification  requirements applicable to the installation. 

Where we are operating under MCS certification, the installation will be undertaken in  accordance with the applicable MCS requirements. 

The current MCS PV standard covers the supply, design, installation, commissioning  and handover of applicable solar PV systems. MCS Certified 

  1. SUBCONTRACTORS 

We may use competent subcontractors or specialist contractors for parts of the work. This may include: 

  • scaffolders; 
  • roofers; 
  • electricians;
  • specialist engineers; 
  • testing specialists. 

We remain responsible for managing the contracted installation and will use  appropriately competent contractors. 

  1. COMMISSIONING 

Following installation, we will carry out appropriate testing and commissioning. Where reasonably possible, we will demonstrate the operation of the System to you. 

You will be provided with relevant operating information and documentation applicable  to the System. 

  1. HANDOVER DOCUMENTATION 

Following completion, we will provide applicable documentation, which may include: • system information; 

  • equipment manuals; 
  • manufacturer warranties; 
  • commissioning information; 
  • electrical certification; 
  • MCS certification, where applicable; 
  • Building Regulations documentation, where applicable; 
  • DNO documentation, where applicable; 
  • maintenance information. 

The exact documentation provided will depend upon the System installed and the  applicable requirements. 

  1. WORKMANSHIP WARRANTY 

The Whole House Approach Ltd provides a 2-year workmanship warranty from the  date of Practical Completion.

This warranty covers defects in workmanship attributable to The Whole House  Approach Ltd. 

The workmanship warranty does not cover: 

  • accidental damage; 
  • vandalism; 
  • misuse; 
  • unauthorised alterations; 
  • third-party modifications; 
  • damage caused by other contractors; 
  • abnormal external events; 
  • flooding; 
  • storm damage; 
  • fire; 
  • pre-existing defects; 
  • normal wear and tear; 
  • manufacturer defects covered by a manufacturer’s warranty. 

This warranty is additional to, and does not replace, your statutory rights. 

  1. MANUFACTURER WARRANTIES 

Solar panels, batteries, inverters and other equipment may have separate manufacturer  warranties. 

The duration and conditions of these warranties vary between manufacturers and  products. 

We will provide applicable warranty information as part of the handover documentation. 

Manufacturer warranties are subject to the relevant manufacturer’s terms and  conditions. 

  1. MAINTENANCE

Unless specifically included in your quotation, routine maintenance is not included in  the installation price. 

You should follow the manufacturer’s maintenance requirements. We recommend that you periodically check: 

  • system monitoring; 
  • visible equipment; 
  • battery/inverter alerts; 
  • unusual noises; 
  • warning lights; 
  • visible cable damage; 
  • signs of water ingress. 

If you believe there is a fault, contact us promptly. 

  1. CUSTOMER CANCELLATION RIGHTS 

If you are a consumer, you may have a statutory right to cancel your contract depending  on how and where the contract was entered into. 

This may apply particularly where the contract is entered into: 

  • online; 
  • by telephone; 
  • at your home; 
  • away from our business premises; 
  • following certain sales visits. 

Where statutory cancellation rights apply, we will provide the required cancellation  information and cancellation procedure. 

For applicable consumer contracts, the statutory cancellation period is generally 14  days, subject to the particular contract and statutory exceptions. GGOV.UK+1 

If you ask us to begin work during an applicable cancellation period, we will obtain the  required express request/consent before starting early performance. 

If you cancel after work has legitimately commenced, any amount payable will be  determined in accordance with applicable law.

  1. OUR NO-DEPOSIT CANCELLATION POLICY 

Because we do not normally take a deposit, you will not automatically lose a deposit if  you cancel. 

If you cancel outside any statutory cancellation period and the cancellation is not due  to our breach, we may seek to recover reasonable direct costs that we have actually  incurred and cannot reasonably avoid, where permitted by law. 

Any such amount will be reasonable and proportionate to our actual loss. We will take reasonable steps to minimise our losses. 

We will not automatically charge you the full contract price merely because you cancel. 

This approach is intended to comply with the requirement that consumer cancellation  charges are fair and proportionate rather than punitive.  

  1. CANCELLATION BY THE COMPANY 

We may cancel the contract where: 

  • the property is found to be unsuitable for safe installation; 
  • required permissions cannot be obtained; 
  • the proposed installation cannot reasonably be completed; 
  • required equipment becomes unavailable and no suitable alternative can be  agreed; 
  • the customer seriously breaches the contract; 
  • proceeding would place our staff, contractors or the public at unreasonable risk. 

Where we cancel, we will explain the reason and refund any payment that you have  made for services that have not been supplied, subject to applicable law. 

  1. DEFECTS AND SNAGGING 

If you identify a defect or snag, please notify us as soon as reasonably possible. 

We will investigate the issue and, where it is our responsibility, take reasonable steps to  remedy it. 

You must provide reasonable access for inspection and remedial work.

Nothing in these Terms removes your statutory rights. 

Consumer law requires services to be performed with reasonable care and skill, and  goods must meet applicable statutory requirements such as being as described and of  satisfactory quality.  

  1. DAMAGE TO PROPERTY 

We will take reasonable care when carrying out installation work. 

We are responsible for damage caused by our negligence or failure to exercise  reasonable care, subject to applicable law. 

We are not responsible for: 

  • pre-existing damage; 
  • concealed defects; 
  • structural defects; 
  • defects that could not reasonably have been identified; 
  • damage caused by third parties; 
  • damage outside our reasonable control. 
  1. LIABILITY 

Nothing in these Terms excludes or limits liability which cannot legally be excluded or  limited. 

This includes liability for: 

  • death or personal injury caused by negligence; 
  • fraud or fraudulent misrepresentation; 
  • defective goods where liability cannot legally be excluded; 
  • breach of statutory consumer rights. 

We will not be liable for losses that are not reasonably foreseeable, to the extent  permitted by law. 

We will not use this clause to remove or restrict your statutory consumer rights.

  1. EVENTS OUTSIDE OUR CONTROL 

We will not be responsible for delays caused by circumstances beyond our reasonable  control. 

These may include: 

  • extreme weather; 
  • flooding; 
  • fire; 
  • natural disasters; 
  • DNO delays; 
  • government action; 
  • major equipment shortages; 
  • industrial action; 
  • transport disruption; 
  • widespread power/network disruption; 
  • other events outside our reasonable control. 

We will take reasonable steps to minimise the effect of such circumstances. 

  1. COMPLAINTS 

We want to resolve problems quickly. 

If you have a complaint, please contact: 

The Whole House Approach Ltd 

15 Riverside Studios Amethyst Road 

Newcastle Business Park 

Newcastle Upon Tyne 

NE4 7YL 

Email: Hello@thewholehouseapproach.co.uk 

Telephone: 0191 574 0137 

Please provide: 

  • your name; 
  • property address;
  • quotation/order number where available; 
  • details of the issue; 
  • photographs where relevant. 

We will acknowledge your complaint and investigate it in accordance with our  complaints procedure. 

Where MCS requirements apply, we will also follow the applicable MCS complaints and  dispute-resolution requirements. 

  1. DATA PROTECTION 

We will process your personal information in accordance with applicable UK data  protection legislation and our Privacy Notice. 

We may need to share relevant information with: 

  • MCS; 
  • manufacturers; 
  • DNOs; 
  • building control; 
  • certification bodies; 
  • warranty providers; 
  • contractors working on your installation; 

where reasonably necessary to provide, certify or support the System. 

  1. PHOTOGRAPHS 

We may take photographs of the installation for: 

  • installation records; 
  • quality assurance; 
  • warranty purposes; 
  • certification; 
  • technical support.

We will not use photographs containing identifiable personal information or  photographs of your private property for public marketing purposes without appropriate  permission. 

  1. CUSTOMER MONITORING SYSTEMS 

Where the System includes online monitoring, you may need to provide internet access  or configure your home network. 

We cannot guarantee uninterrupted monitoring where this depends on: • your internet provider; 

  • Wi-Fi; 
  • mobile networks; 
  • manufacturer servers; 
  • third-party software; 
  • cloud services. 

Loss of internet connectivity does not necessarily mean the solar or battery system has  stopped operating. 

  1. ELECTRICITY TARIFFS AND EXPORT PAYMENTS 

We do not control electricity suppliers or export tariffs. 

You are responsible for entering into any electricity or export tariff agreement. We do not guarantee eligibility for a particular tariff unless expressly agreed in writing. You should independently review the terms of any proposed tariff. 

  1. CUSTOMER FINANCE 

Unless expressly stated in writing, The Whole House Approach Ltd does not provide  financial advice. 

If finance is offered through a third party, the finance agreement will be subject to that  provider’s separate terms and conditions. 

  1. STATUTORY RIGHTS

Nothing in these Terms affects your statutory rights. 

If any provision of these Terms conflicts with a mandatory consumer protection law, the  relevant law will prevail. 

  1. SEVERABILITY 

If any part of these Terms is found to be invalid, unlawful or unenforceable, the  remaining provisions will continue to apply to the extent permitted by law. 

  1. GOVERNING LAW 

These Terms are governed by the laws of England and Wales. 

Subject to any mandatory consumer rights, the courts of England and Wales shall have  jurisdiction. 

CUSTOMER ACCEPTANCE 

Solar PV / Battery Installation 

Customer name: 

Installation address: 

Quotation number: 

System: 

Total contract price: 

£__________________________________________ 

Estimated annual generation: 

____________________________________________ kWh 

Battery:

Workmanship warranty: 

2 years 

Payment 

Deposit: £0 

Balance: 100% payable within 7 days of Practical Completion. 

Customer declaration 

I confirm that: 

  • I have read and understood these Terms and Conditions. 
  • I have received and accepted the quotation and system specification. 
  • I understand that solar generation and financial savings are estimates and are  not guaranteed unless expressly stated otherwise. 
  • I understand the payment arrangements. 
  • I have disclosed any known roof, structural or electrical issues to The Whole  House Approach Ltd. 
  • I understand that additional works may be required if unforeseen site conditions  are discovered. 
  • I have been given information about my applicable cancellation rights. 
  • I understand that manufacturer warranties may apply separately from the The Whole House Approach workmanship warranty. 
  • I understand that my statutory rights are not affected by these Terms. Customer name: 

Signature: 

Date: 

The Whole House Approach Ltd representative:

Signature: 

Date: 

CANCELLATION FORM 

Right to Cancel 

If you have a statutory right to cancel your contract, you may use the following wording. 

To: 

The Whole House Approach Ltd 

15 Riverside Studios Amethyst Road 

Newcastle Business Park 

Newcastle Upon Tyne 

NE4 7YL 

Email: Hello@thewholehouseapproach.co.uk 

I/We hereby give notice that I/We wish to cancel my/our contract for the supply and  installation of solar PV/battery equipment. 

Customer name: 

Customer address: 

Quotation/order number: 

Date contract entered into: 

Signature: 

Date:

Consent Preferences