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Local Heroes – Managed Services Trader Terms of Use

Last modified on 30 July 2020

These are the additional Trader terms of use that apply to jobs you accept and complete as a Managed Services Trader (“Managed Services Trader”). These terms apply to all Managed Services jobs, being those jobs that require a Manager Services Trader (“Managed Services Job”) in addition to the Terms of Use, our Information Transparency Policy, our Complaints Handling Policy, the Trader Commercial Terms and the Code of Conduct, all as made available on the Local Heroes Trader portal.

For details on how we use your personal data, please see our Trader Privacy Notice.

To qualify as a Managed Services Trader, you must meet the following criteria:

  • 1.1 You must be an active Hero on the Local Heroes platform accepting and completing jobs.
  • 1.2 You must have been on the Local Heroes platform for at least six months.
  • 1.3 You must have a booked to closed rate on jobs of at least 40%.
  • 1.4 You must have a customer complaint rating of no more than 1%.
  • 1.5 You must have at least 12 positive customer reviews with a 5* average rating.
  • 1.6 You, or your company, must have been used for at least three Local Heroes guarantee jobs.

If you meet the above criteria, you will need to complete the following steps to achieve Managed Services Trader status.

  • 2.1 initial interview by phone to determine your suitability and appetite for Managed Services Jobs;
  • 2.2 provision of all documentation to evidence criteria set out in clause 1 above;
  • 2.3 onsite visit to take place, serving as initial quarterly business review of your operation;
  • 2.4 completion of Managed Services Trader vetting form and provision of all requested documentation (DBS checks, SSIP document, fleet insurance, etc.) to allow for completion of your Hero profile on our system;
  • 2.5 attendance at an onsite presentation by Local Heroes to all tradespeople on Managed Services Job requirements;
  • 2.6 attendance at and confirmation of satisfactory performance from ongoing quarterly and monthly business reviews;
  • 2.7 proper and valid maintenance of all required documentation; and
  • 2.8 ongoing monitoring and satisfactory resolution of all customer complaints.

You shall keep records confirming the continued compliance by you of this clause and we can refuse jobs and/or remove you from the Local Heroes platform if you fail to maintain proper compliance with any criteria or documentation.

Allocation of Managed Services Jobs will be in accordance with the terms of the Trader Terms of Use.

The following Managed Services Jobs must be conducted in accordance with the various specific requirements set out below. If we learn that any such requirements have not been met for any Managed Services Job, we can revoke your status as a Managed Services Trader.

You must call ahead to advise the customer that the tradesperson is on their way to the customer’s property. For jobs where the tradesperson is unable to gain access, you must upload a photograph of the property showing the customer’s front door as evidence of the attempted visit. The tradesperson must present their identification for customer inspection on arrival. The tradesperson must complete the service of the customer’s appliance(s) in line with latest regulations and the relevant manufacturer’s instructions, and must afterwards ‘walk the system’ and inspect the entire central heating system within the property to confirm that it is operating correctly and identify any issues. If any issues are identified, the tradesperson must email Local Heroes with details of them as soon as possible. The system controls must be set to the customer’s requested settings, and any findings and unsafe situations identified must be confirmed to the customer together with any supporting documentation. On completion of the service, the tradesperson must leave a job sheet with the customer or take their email address to that paperwork can be sent to them digitally. The tradesperson must also complete a ‘Local Heroes safety form’ to reflect all the findings and readings from the visit.

You must call ahead to advise the customer that the tradesperson is on their way to the customer’s property. For jobs where the tradesperson is unable to gain access, you must upload a photograph of the property showing the customer’s front door as evidence of the attempted visit. The tradesperson must present their identification for customer inspection on arrival. The tradesperson must confirm correct operation of the customer’s central heating system before commencing the installation. The tradesperson must then complete the installation and complete all required safety and operational checks. The system controls must be set to the customer’s requested settings and the operation of the device explained to the customer. Any findings and unsafe situations identified must be confirmed to the customer together with any supporting documentation. On completion of the installation, the tradesperson must leave a job sheet with the customer or take their email address to that paperwork can be sent to them digitally. The tradesperson must also complete a ‘Local Heroes safety form’ to reflect all the findings and readings from the visit.