Terms and Conditions

An Energy Performance Certificate for a dwelling is produced following an energy assessment undertaken by Complete Picture UK Ltd, accredited by NAPIT, to a scheme authorised by the Government. The certificate will be produced using the SAP Calculator software produced by Complete Picture which complies with SAP 2005 assessment methodology and has been produced under the Energy Performance of Buildings (Certificates and Inspections) (England and Wales) Regulations 2007 as amended. A copy of the certificate will be lodged on a national register.

The ratings on the certificate provide a measure of the building's overall energy efficiency and its environmental impact, calculated in accordance with a national methodology that takes into account factors such as insulation, heating and hot water systems, ventilation and fuels used. The average Energy Efficiency Rating for a dwelling in England and Wales is band E (rating 46). Not all buildings are used in the same way, so energy ratings use ‘standard occupancy' assumptions which may be different from the specific way you use your home. Different methods of calculation are used for homes and for other buildings. Details can be found at www.communities.gov.uk/epbd

Buildings that are more energy efficient use less energy, save money and help protect the environment. A building with a rating of 100 would cost almost nothing to heat and light and would cause almost no carbon emissions. The potential ratings on the certificate describe how close this building could get to 100 if all the cost effective recommended improvements were implemented
Complaints Procedure

If you're unhappy with our software or services please forward your complaint via e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.. Please ensure the subject of the e-mail is "Formal Compliant" and include the following information in the text of the message. Alternatively you can provide the same information in a letter to our office.


1. A description of the problem

2. Your company name and address

3. The version of the software you're using (if applicable)

4. Date of your Order

5. References to any relevant communication for example e-mail or telephone conversations.

6. If you are querying the payment please supply details of when the payment was made and the value.


Unless the office is closed during a holiday period we will confirm receipt of your e-mail within forty eight hours and hopefully resolve the problem satisfactorily. Where the complaint is in relation to a sap calculation carried out under our NAPIT accreditation and we are unable to resolve the problem. Further information can be found on the NAPIT website at www.napit.org.uk with regards to the complaints and appeals process