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Accountants & Business Advisers
RCH/AEG ames Cowper LLP. Mil House, Overbridge Square
Hamibridge Lane, Newbury, Berkshira RG14 SUX
Second Sight Support Services Ltd
Tythe Farm
Maugersbury
Cheltenham
Gloucestershire
GL54 1HR
wwwjamescowperco.uk
(by email: ¢
14 May 2014
Dear Sirs
Case Number - M109
Case Questionnaire - Grant lan Allen
We attach a Case Questionnaire on behalf of Grant Allen.
Yours faithfully
GRO.
Encs
(Otfioes also in Mert
Regsiows raroo" 0
rg my ba nsw Ux Hogi OCH
arora a Mesnber of omos Cowper LLP
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Post Office Initial Complaint Review and Mediation Scheme
Case Questionnaire
Case Number - M109
Grant lan Allen
1. Introduction
1.1. This Case Questionnaire relates to myself, Grant Allen, and the issues that I encountered whilst
! was employed as Subpostmaster at the Winsford branch during the period from November
2009 to January 2012 when I was suspended.
1.2. The format of this document is that I firstly set out some background information that is relevant
to understand the basis of my complaint and my responses to the ten key questions set out in
the guidance notes. I then deal with each of the ten key questions in turn. Attached to this
questionnaire is a spreadsheet which summarises my calculation of the losses that 1 have
suffered as a result of these issues and the losses I continue to incur, together with some
supporting documents.
Back
2.1. My wife and I ran the post office which is located in a shopping centre in Winsford in Cheshire
through our company, Alico Limited. Initially this was sited in what had been an old McCalis
unit, but this was relocated in March 2010 to a smaller newly refurbished convenience store
which my wife and I ran.
2.2. I had previously been employed by Bookers Cash and Carry as a business development
manager and Costcutters as an area manager and so had a substantial retail background.
2.3. I had also previously operated post offices with the father of my previous girlfriend through a
separate company Wessex Stores Limited. This operated convenience stores, including one at
Seaton which had a sub-post office. It also took over the operation of what had been the Crown
Post Office at Wells.
2.4. During this time I only experienced one significant loss which I believe arose as a result of a
part-time staff member misappropriating funds. This is because she left and the losses ceased.
2.5. My previous relationship ended and her father and I went our separate ways. I then met my
wife, formed Allco and moved to Winsford in order to operate the convenience store and post
office.
2.6. The post office in Winsford was meant to have five terminals running, although only two or three
could be made to run at first. The installation was not a success to put it mildly and it took a
month and a Fujitsu engineer to enable the installation to occur.
2.7, From the beginning I began to experience substantial losses on the Horizon system - for
example I lost between £2,000 and £3,000 alone in the first month.
2.8. The Post Office had projected a turnover for me in setting up the business but I did not achieve
this from day one. Subsequently I discovered that the data used by the Post Office to prepare
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the projections was a year out of date, the effect of which was to reduce the income for us that
could actually be generated.
2.9. During the installation and subsequently I was continually on the telephone to the Helpdesk and
I am afraid that I became frustrated and angry at their inability to actually help me to the point
where I regularly used intemperate language.
2.10. The delay in setting up, the reduction in income from the projected level and the losses I
incurred through the post office meant that I experienced cash flow difficulties and was in
arrears with my rent. This led to my landlord contacting the Post Office to ask if they were going
to pay my rent on my behalf. This prompted the Post Office to hold an audit where they
identified a loss of approximately £11,700 which had inexplicably built up and which I was not in
a position to reimburse.
2.11. By this time we could not afford to continue renting a property and my wife had left to go back to
Wells, where we had come from, to find work. 1 was living at the back of the shop with
inadequate heating and no hot water.
2.12. I was suspended and the Post Office took the branch back. I stripped the store, liquidated as
much stock as I could and put the Company into insolvent liquidation.
2.13. I was prosecuted by the Post Office for fraud but could not realistically defend the case as the
system showed a loss of approximately £11,700 even though I was sure that no loss of this
scale had actually occurred. I was therefore convicted and had to undertake 200 hours of
community service.
2.14. To date I have not paid the difference at termination of £11,700. My losses are therefore:
= the difference of £11,700 which continues to be demanded by the Post Office;
® my past and future lost earnings from the Post Office;
* my loss of earnings from the shop;
® the loss of the shop itself in terms of its capital value;
2.15. After the termination and my conviction { became withdrawn and depressed and did not work for
six months. I am now back in work and currently work on the delivery service for a butcher/food
service business earning £9 an hour since June 2013. Previously to that I was working on a
production line for £8 an hour.
The ten questions
3.1. My specific response to the ten questions set out in the Case Questionnaire and Guidance
Notes is as follows:
What Is the main issue or issues you wish us to consider that relate to Horizon or its
associated processes?
3.2. [have three key issues as follows:
# The unexplained losses of £11,700.
» The lack of competent and adequate support, via the Helpdesk or any other means, which
meant that the issues that I encountered could not be rescived. For example I only ever saw
my BDM once a year fleetingly before Christmas.
® The projections for the shop which were worked through with Sally Shepherd were prepared
using out of date data which meant that they were over-optimistic. This was because the
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branch had had a declining turnover. Therefore the opportunity presented to me
misrepresented the value of the opportunity.
When did the incidents relating to the main issue or issues occur?
3.3. March 2010 to January 2012.
What prior contact have you had with the Post Office in regard to the incidents/issues
that you are now reporting?
3.4. I had contact with the Helpdesk. I assume that logs are maintained that would substantiate this.
On occasions my frustration got the better of me and I became intemperate in terms of
language as a result of the lack of support.
How was the issue or issues resolved at the time they occurred?
3.5. The situation was not resolved at the time and this was not helped by the Helpdesk and they
encouraged me to carry on. My BDM never helped resoive any issues as I only ever saw him
once a year.
What is the monetary value of the issue or issues you are now reporting?
3.6. The schedule attached sets out my monetary losses. These comprise:
» The loss which is still claimed by the Post Office of £11,700.
« My past and future income from the shop and post office, adjusted to reflect the wages I
have been able to earn subsequently.
® A loss on disposal of the post office based on the prospective sale that was overtaken by its
closure and the subsequent failure of the shop.
« Interest on past losses.
3.7. In terms of past losses I attach as Document 1 my trial balance for the year to January 2011.
This shows a minimal wage for myself and my wife together and a net profit of £21,503. If this
profit had been distributed by way of dividend then no further tax would have arisen. I have
estimated that the after tax sum of these three figures is approximately £29,500 once
corporation tax {in broad terms) is deducted.
3.8. I did not work for 6 months and so I have included my loss of earnings at a rate of £29,500 over
a 6 month period. After this I have claimed a reduced loss at a rate of £15,000 a year, which
reflects an adjustment for the wages I have subsequently been able to earn. I have also
claimed for future loss at a rate of £15,000 per year.
3.9. I would note that this calculation is based on the best evidence of earnings I possess i.e. - my
trial balance for the year to January 2011. It does not reflect the impact of any potential
increase in earnings that I could have achieved through developing the business over time.
3.10. In terms of the loss on disposal I note that I was in the process of putting the shop and post
office up for sale at a price of £125,000 less approximately £11,500 capital gains tax (on the
basis that I could have claimed entrepreneurs' relief) and I have used this figure as an estimate
for a calculation of capital loss. Attached as Document 2 is a set of sales particulars to support
this estimate.
3.11. I would note that these losses do not include any amount to compensate me for the hurt and
suffering caused by the inadequacies of the operation of the Horizon system. I do wish to be
compensated for this as well.
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Were you the subject of either civil recovery action or criminal prosecution regarding the
main issue or issues you are now reporting?
3.12. I was convicted of fraud and was sentenced to 200 hours of community service as I felt I could
not realistically defend the case.
How were these actions against you (if any) resolved?
3.13. As noted above I was convicted of fraud.
What is your explanation for the events forming the main issue or issues you are now
reporting?
3.14. I have no explanation for the differences. The Post Office appeared to show no interest in
properly investigating the matter, but instead felt that they could simply prosecute and reciaim
any differences, regardiess of whether they were real or not.
Did you request assistance from the Post Office regarding the issue or issues you are
now reporting?
3.15. Yes, by calling the Helpdesk to no avail.
What assistance, if any was provided?
3.16. No proper investigation took place in respect of the differences that I was aware of and no real
assistance was provided.
Grant Allen
8 May 2014
GRANT ALLEN
SUMMRIARY SCHEDULE OF LOSS TO THE END OF MAY 2014
fnterest rate used: 400%
‘
Repayment of shortfall at teemination 33,700.00
March 2012 to May 2014
05 yearsat £29,500. {see below for caleulatlan- dln work for 6 months) 34,750.00
LP ysarsat £25,000. {eee belowe far calculation re working period) 25,500.00
Gross loss of Post Office and shop 425,000.00
Less: capital gains tax on disnosst 11,800.00
Subtotal
Future loss of wages assuming retiament date of 29 August 2036 {Le age 70},
30.5 yearsat £35,000 ayeae 304,500.00
(Source for muttine- Table 32 of Seventh Eaton Peronal injury and Fatal Accident Cases 1% discount ete}
Summary a83t 38 December 2013
Pass toss 165,480.90
Irnerest 2,098.00
Futur loss 304,500.00
‘otal 472948.00
Pad
Lost income based on 31 Ssmuary 2022 tral Balance
‘
Salary Allen 682300
Salary K Allen 59600,
Profit prectax 21,808.90
‘Corporation tax susume 20% 4300.60
Net eat.40
Assume MIC negligible
Lass current income: ‘
Pay at €9 an hour 4B hours s week 7.22090
fncomme tax {17,280 $440} * 0.2) 1,568.00
Employnes NIC
{97,280-7,749} 90.42) 118372
ias68.28
Netios: per year 14,863.42 s2ye18.000
Interest
factor
(years)
2
o8
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Sehadile 3
Interest
€
aaBoe0
918.00
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Document 1
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Allco Ltd A009 2- Accounts Year Ending 31/01/2011
TRIAL BALANCE Year Ended 31 January 2011
Account Description Debit Credit
1 Sales 301,587.06
27 Purchases 143,284.12
74 Closing stock 16,500.00
229 Rent 13,169.64
230 Rates and water 14,740.53
232 Insurance 258.40
233 Light and heat 2,712.18
254 Directors’ remuneration Z
ft Directors’ salaries
*y Allen MrGt 6,811.00
* Allen Miss K 5,396.00
Wages 60,359.91
Telephone 269.91
Post,stationery & advertising 981.82
Repairs and renewals 1,093.07
Sundry expenses 433.15
Relocation costs 5,667.03
Accountancy 1,270.00
Book-Keeping 693.75
Professional fees 3,115.00
Entertainment 35.15
Depn of tangible fixed assets
Depn of fixtures & fittings 9,981.84
Depn of computer equipment 61.25
Dividends - interim .
Interim div share type f 26,250.00
Fixtures & fittings
Fixtures & fittings Cost/valua 39,564.54
Fixtures & fittings Additions 32,915.75
Fixtures & fittings Depreciati 5,934.68
Fixtures & fittings Charge for 9,981.84
Computer equipmt
Computer equipmt Additions 245.00
422 Computer equipmt Charge for ye 61.25
569 Stocks 16,500.00
586 Trade debtors 6,815.13
594 Other debtors 50.00
614 Prepayments 223.42
668 Cash in hand 4,788.11
692 Bank account no, 1 8,380.26
727 Directors’ curr aces less Lyr
Al Balance brought forward
*y Allen MrGt 15,059.69
/2 Capital introduced
*i Allen MrGI 55,736.82
f2t Drawings
#1 Allen MrGI 5,034.45
735 VAT 898.30
737 Trade creditors 9,472.61
755 Social security and other tax 1,357.49
786 Accrued expenses 1,816.99
966 Called up share capital
iq Share capital 1 1.00
968 . Profit and loss account
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a
Alleo Ltd A009
TRIAL BALANCE
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2 Accounts Year Ending 31/01/2011
Year Ended 31 January 2011
Account Description Debit Credit
Ad Brought forward 7,307.32
Totals £418,407.73 £418,407.73
Net profit £21,503.31
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Alico Ltd A009 2- Accounts Year Ending 31/01/2011
NOMINAL LEDGER Year Ended 31 January 2011
ACCOUNT NO. 1 Sales
No. Narrative Work Ref. Debit Credit DE Acc. Doe.
35 SEER SALE 147,760.53. 668 Pc
52 AF FFE 152,011.40 586 SDB
V5 POT OF Fite 6,815.13 JNL
Totals £0.00 £301,587.06
Closing Balance
PARTIAL Ledger Balance £301,587.06
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Allco Ltd A009 1 - ACCOUNTS YEAR ENDING 31/01/2010
TRIAL BALANCE Year Ended 31 January 2010
Account Description Debit Credit
i Sales 17,786.83
27 Purchases 148.01
229 Rent 4,442.99
232 Insurance 254.10
254 Directors’ remuneration
fi Directors’ salaries
*1 Allen MrGI 1,387.50
255 Wages 14,622.95
264 Post,stationery & advertising ‘ 784
280 Sundry expenses 103.34
285 Accountancy 815.00
286 Book-Keeping 141.25
295 Formation costs 73.75
378 Bank charges 161.74
390 Depn of tangible fixed assets
AB Depn of fixtures & fittings 5,934.68
524 Fixtures & fittings
#2 Fixtures & fittings Additions 39,564.54
122 Fixtures & fittings Charge for 5,934.68
594 Other debtors 1,085.00
692 Bank account no. I 8,996.32
727 Directors' curr aces less lyr
é2 Capital introduced
*t Allen MrGT 15,060.69
/21 Drawings
*] Allen MrG1 1.00
735 VAT 5,767.44
737 Trade creditors 36,160.75
755 Social security and other tax 264.26
786 Accrued expenses 5,299.24
966 Called up share capital
Al Share capital 1 1.00
Totals +£80,507.45 £80,507.45
Net loss £7,306.32
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Document 2
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humberstones
National Specialist Agents and Valuers
P3434
DRAFT COPY
Winsford Post Office, 19a Dingle Walk,
Winsford Shopping Centre,
Winsford, Cheshire, CW7 1BA
e IL 7 A TRE. ‘SHOPPING PRECINCT CLOSE TO BOOTS, ASDA, SUBWAY ETC
e 2B TED FRANCHISED MAIN POST OFFICE & COUNTER NEWSAGENTS
e LOC. / ‘L Y FITTED & EQUIPPED IN MARCH 2010
PO SALARY OF £95,000 PA- OFFERING FULL RANGE OF PO PRODUCTS & SERVICES
° INCREASING. 1/0 STARTED FROM SCRATCH IN 2010 - NOW AVERAGING £5,000 PW
© COMBINING 70 PRODUCE ADJUSTED AUDITED NET PROFITS OF £63,000 THIS YEAR
EL (680: SQ.FT UNIT (1350 FT RETAIL) WITH TOP QUALITY FITTINGS
© 2POSI; TION FORTRESS COUNTER, 2 OPEN PLAN POSITIONS & SEP COMBI COUNTER
LANE pes. RETAIL COUNTER, PHOTOBOOTH & EXCELLENT BACK OFFICE AREAS
re OPERA’ TING COMFC TABLE HOURS - 8AM TO 5.30PM & CLOSED ON SUNDAYS
IN, PEDESTI RVANISED fh MAIN SHOPPING PRECINCT ADJACENT TO LARGE FREE CAR PARK
For the Lease, goodwill
and fixtures and fittings of the business
plus stock extra at valuation
Stewart House, 787/789. Hagley Road West, Quinton, Birmingham B32 1AJ
ternail: midlandé J www. humberstones.co.uk
Other offices Nati
F.A Humberstone and Partners (Agency) Ltd., Registered in England 3032224
Tel
LOCATION
Winsford is a busy and bustling town and civil
parish within the unitary authority of Cheshire
West and Chester in the county of Cheshire. It
lies on the River Weaver south of Northwich
and west of Middlewich and grew up around
the salt mining industry after the river was
canalised in the 18" century, allowing for it to
be conveyed northwards to the port of Runcorn
on the River Mersey. Winsford combines two
ancient towns ~ Over and Wharton ~ which face
one another on either side of the River Weaver
at its highest navigable point. Although once
used mainly for carrying salt it is now mainly
used for pleasure crafts and upstrearn from the
town the river expands into Bottom Flash a
large lake with a marina, Winsford is the site
of the last working salt mine in Britain and
being 800ft deep produces more then
1,000,000 tons of salt a year. The town itself
is continuing to grow with modern
developments on its outskirts, whilst in its
centre are private and council offices, a large
leisure centre, a major Asda supermarket with
free car park and adjacent pedestrianised
shopping precinct. The precinct itself contains
many familiar muitiple stores such as Subway,
Boots pharmacy, Bet Fred together with a
variety of local retailers. It’s here in a
prominent trading position at the entrance to
the precinct that you will find the subject
business.
THE BUSINESS
The business has been in our clients ownership
for the last few years, having originally been
located nearby within a Martin’s newsagents
and was only relocated to its present site in
March 2010. This involved moving into a
brand new ‘shell’, so as you can imagine the
entire unit has been created from scratch and
is therefore extrernely well presented in ultra
modern style with new top quality fixtures and
fittings throughout. The business is now only
offered for sale due to our clients wishing to
return to look after an increasingly dependant
parent in the West Country.
The curr: sub Post Office salary is in
region of £95,000 exclusive of VAT. This is
derived from a full range of Post Office
Please note that none of the information contained in this description can be used or reproduced,
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products and services including motor vehicle
licensing, passport check and send. full on
de_chi niine National
Lottery and scratch card sales and Paypoint
facility etc. In addition, the business enjoys a
lucrative retail trade which was started from
scratch upon it relocation and is now averaging
£5,000 a week and continuing to grow. In
addition, further income.is generated from a
photobooth within the premises.
The retail side of the business currently offers
an excellent selection of counter only
newspapers and, magazines, confectionery,
packet snacks, tobacco products and a good
range of greeting cards and stationery.
Both sides of the bysiness»combined in our
clients most recent financial year to achieve a
gross income of £1747 and an audited
i n ofit_of* 263.000 after adding
back non recurring relocation costs,
depreciation and directors salaries.
HOURS OF OPENING . %
fa
“8.00am~
Mon - Fri 5.30pm
Saturday 8:00am 4.00pm
Sunday closed? a“
STAFFING
The day to day: running’“of the’ business is
looked after by the ownerssipg,are a husband
and wife team-and théy are assisted by a full
time Post Office.managér, ‘a‘supervisor and a
further twa.part ime fpémbe of staff,
1a % ; :
Please Note: Staff will*transfér with the business
and you are adyised to’ seek: Independent Legal.
Advice regarding TUPE (Tragster of Undertakings
(Protection of Employment) Regulations
es
: * F
The retail sales area is situated ip an extremely
prominent trading positin at the nce to
the precinct and is set behind an
double semi automatic doors.
measures 1680 sq fe with'4350 given over to
retail space and as you Caffimhagine everywhere
whole or part,
‘without the express consent of ourselves or the owner of the business .
Humberstones is the vendor's agent and give notice that: (1) These particulars do not constitute any,part of an offer or contract.
UMD LSIONES Gi None of tre statements in these particulars are to be relied upon as statements or representations of fact ac any intending
furhaser must stsy riot hatte staerpentsconteined herein are correct (3) Meaturamonts where gven are approximate
, te ve for gusance ory (4) No tests have been cared cut onary appliances or equipment by Hurberstones who are unable
therefore to provide any warranty as to their condition. Prospecti
satisfactory working order and suitabte for the purpose betore enter
By-law, the Agent must tell the Client if the Agent or any connected person intends to earn any comm:
urchasers should therefore check that such equipment is in
into any contract. © Humberstones
trom offering the Client or » buyer othet services. If the
Agent or any connected person earns money from any of these services the Agent or connected person would keep his commission. The following services wilt be offered
by the Agent or connected persons -valuations/ surveys, Humberstones Financial Services, solicitor services (where appropriate). EPC Provider
is superbly presented in ultra modern style
with ceramic tiled floor, suspended ceiling with
inset diffused lighting and wall cladding. The
sales area is extremely well fitted and equipped
with three large double sided free standing
gondolas, extensive perspex newspaper and
magazine racks, large glass fronted drinks
cabinets, ice-Cream conservator and a
photobooth. To*the front of the sales area is
the spacious modern retail display counter with
two lane Epos retail checkout with adjacent
Post Office/retail ‘combi’ counter and rear
cigarette gantry. To the far end of the sales
area is the Post. Office section with single
queuing system with writing shelf, advertising
fiat screen TV system and a modern spacious
two position fortress Post Office counter
alongside an adjacent sup. position open plan
counter. To one.si gi e counter is a private
office designed « Confidential Post Office
transactions, although’ the stud walling could
easily be removed to incréase the sales area if
required. Behind the scenes, is a cash office
with safes, a good sized storeroom with
» kitchen: facilities a gents WC and a
ladies/disabled WC and double doors to a
communal yard/loading area with a secure
store for newspaper-deliveries. The sales area
is linked “to, a ‘modern -sophisticated alarm
system plus an 8 camera CCTV system. it
should also be noted that all retail fixtures,
fittings and, equiprfient.rand all Post Office
equipment tnoluding ‘the. safes are wholly
owned by our lien!
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THE LEA
The lease we understand is for a period of 15
years from March 2010 with 5 yearly rent
reviews and 5 yearly break clauses in favour of
the tenant only. The current rent is £30,000 a
year.
Please note you are buying the business
complete and will therefore pay no additional
monies for your business at the end of the
lease, other than landlords legals for renewal
and, of course, your on-going rent.
THE CONTRACT
The business is run under the Post Office
franchise contract. The purchaser will need to
be approved by Post Office Limited. Subject to
such approval, the purchaser will be granted
and new franchise contract upon completion.
VIEW!
Strictly by appointment and under no
circumstances must any approach be made
directly to the business. Arrangements can be
easily made via thi
Humberstones o1
HUMBERSTONES FINANCIAL SERVICES
Hurberstones Financial Services offer advice
and assistance in arranging a suitable finance
package to help with the purchase of a
business. For a confidential, no obligati
discussion please call our experts on/
iGRO}
Please note that none of the information contained in this description can be used or reproduced, in whole or part,
“ without the express consent of ourselves ar the owner of the business
humberst Humbersiones is the vendor's agent angie notice tha: (1) These porteuars do not conttute any pat ofan oe or contract.
LUTIDEFSIONES eRe ot the statment in thee partctrs we a be feves upon ne statoee oe olor contact
7 Purchaser must satisty himself that the staternents contained therein are correct. (3) Measurements where given are approximate
dnd are for guicance ony. (8) No tests have been carted out onary spplances equipment by hambersioees ane ee seats
therfore to provide any waranly as fo ther concibon, Prospective purchators should Remove one eet ak eeereen
Satstactry working order ar uaa forthe purpose bear ealeang nto ap coef eee
By Law, the Agent must fll the Cent i the Agent or any connected person tens te bart any coment ear a He Semester services, tthe
Agent er any connected peraon earns money mary ofthese services the Agent or conned pore would Aoce Re cae as a eae other services. tha
by the Agent or connected persons vlunton/aurveys Humberstones Final Soren ea fans is commission, The flow
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Please note that none of the information contained in this description can be used or reproduced, in whole or part,
without the express consent of ourselves or the owner of the business
eee eee ee ies verre agent and give notin tal (J) These particulars do not constitute any part of an offeror conrac.
UTMIDE STONES Er iow ot the statements in tase patlrs are tobe rellea upon as statements or representations of act and any interding
2 ent oe aa ene that ne taterments contre thoven are correct. (3) Measurements where given are approvimate
: For ee tg) No tests have been carried out on any applanees or equipment by Humberstones who are unable
. aa aise: om iaranty ae to (ner condition, Prospective purenasers should therefore chock that such equipment sin
aa eer order and sltase fo the purpose before entering nto ary conrac. © Humberstone
sy tow, the Agent most tthe Cent he Aget oe ay connected person wtende to earn ary commision tom ofring the Cent or «Buyer ater series, the
Agent or any connected pérson earns money from any of these services the Agent or connected person would keep his commission. The following services will be offered
Ar a i a ans asoahns/uarveys Humberstones Finan Services, aoitor services (where appropiate), EPC Prowler