1) Workmanship expectations
We aim for consistent, “best practical” workmanship suitable for UK housing stock. Roofing involves hidden conditions; we focus on documenting what we can see, working safely, and communicating trade-offs.
Quality standards (what “good” looks like)
- Repairs match the existing roof system where feasible (tile/slate profiles, compatible fixings, appropriate sealants).
- Fixings and laps follow typical trade practice for the material in front of us (e.g., mechanical fix where required, not relying solely on sealant).
- Water shedding is checked: valleys, abutments, flashings, gutter outlets and fall.
- Work area is left reasonably tidy, with obvious debris removed and the access route cleared.
- Photos/notes may be provided for hard-to-see areas to help you track condition over time.
Limitations (real-world constraints)
- Colour matching can vary due to ageing and weathering; reclaimed materials may not be identical.
- Older roofs can reveal fragile battens, degraded underlay, or historic patching once opened.
- Some water ingress sources are intermittent (wind-driven rain) and may require staged diagnostics.
- Access constraints can affect the method (e.g., ladder-only vs. scaffold); this changes time and cost.
- We do not promise that a repair will extend the life of unrelated roof areas.
Evidence & sign-off: how we confirm completion
When practical, we confirm completion using a mix of visual checks (including photos), water-shedding logic (how water would travel), and a basic “movement check” of nearby components.
- Typical proof
- Before/after photos, notes on materials used, and what was tested/inspected.
- Customer sign-off
- A quick walk-through of accessible areas and an explanation of any remaining risks.
2) Scheduling & arrival windows
Roofing work is affected by daylight, access, and weather. We book an arrival window rather than a minute-by-minute time.
| Item | What you can expect | What can change it |
|---|---|---|
| Arrival window | A stated window (e.g., 09:00–12:00) and a message if we’re running late. | Overrun on earlier jobs, travel disruption, urgent call-outs, weather stops. |
| Job duration | An estimate based on typical conditions and safe access. | Hidden damage, waiting for materials, restricted access, safe drying time for sealants. |
| Multi-visit work | Some leaks require staged diagnosis and follow-up inspections. | Intermittent ingress, complex junctions, limited inspection points. |
For service definitions and how we scope tasks, refer to Services (services matrix) and the terminology notes (glossary section) on the same page.
3) Weather limitations (safety & performance)
We may pause, postpone, or reschedule if conditions are unsafe or would compromise the repair. This protects your property and our team.
Typical stop conditions
- High winds
- Risk of falls; poor control of materials (especially sheet goods, ladders).
- Heavy rain
- Slips, inability to keep layers dry, sealants not curing, interior exposure risk.
- Ice/frost
- Tiles/slates can be brittle; slip hazard; adhesives and tapes may fail.
- Poor daylight
- Reduced visibility on details, especially during winter afternoons.
What we do if weather changes
- Make the area safe (tools secured, access controlled).
- Apply temporary protection only where appropriate (e.g., limited tarping) and explain limitations.
- Reschedule and confirm the next window by email or phone.
- Document any new observations revealed during partial exposure.
Note: temporary measures reduce immediate ingress risk but are not a substitute for proper detailing.
4) Access requirements, safety & site rules
Safe access is a precondition for roofing work. Please read these items carefully; they directly affect whether we can proceed.
| Requirement | Why it matters | Examples |
|---|---|---|
| Parking/loading access | Reduces manual handling and keeps materials secure. | Resident permits, loading bay guidance, gate codes, time restrictions. |
| Clear route to work area | Prevents property damage and delays. | Move garden furniture, clear narrow alleys, protect fragile paving. |
| Loft access (if needed) | Enables inspection of staining, underlay, and penetrations. | Hatch cleared, safe ladder available, lighting/torch access. |
| Pets & children | Working at height increases risk from distractions. | Keep pets inside; maintain a clear exclusion zone below. |
| Neighbour coordination | Some tasks affect shared boundaries or access. | Party wall gutters, terraced access, shared downpipes. |
Boundary & permission reminders
If the only safe access requires stepping onto a neighbour’s land/roof, you must obtain permission in advance. We cannot rely on “informal okay” if a dispute arises during the job.
- Let us know if the roofline crosses a shared boundary (terraces, semis, blocks).
- Tell us about sensitive surfaces (glass canopies, conservatories) that require protection or avoidance.
- Some locations need scaffolding or a lift for compliance and safety.
5) Changes, cancellations & rescheduling
We keep scheduling practical and fair. Please notify us as soon as you know something needs to change.
Customer-initiated changes
- Reschedule
- Request by email/phone; we’ll offer the next available window.
- Cancel before visit
- Please cancel as early as possible so the slot can be reassigned.
- Change scope on-site
- We’ll confirm feasibility and, if needed, provide a revised plan before proceeding.
Our rescheduling reasons
- Weather and safety constraints (see Weather limitations above).
- Unexpected emergency work that must be made safe (e.g., storm damage).
- Materials availability (special profiles, lead codes, compatible membranes).
- Access not as described (unsafe ladder position, blocked routes, no permission for boundary access).
Where possible, we’ll propose interim steps or a shorter “make-safe” visit if it reduces immediate risk.
If you need to cancel
Email [email protected] with your address, preferred dates, and any access notes. A quick message helps avoid wasted travel and allows us to rebook promptly.
6) Payments (no guarantees)
We keep payment terms straightforward and documented. Roofing outcomes depend on roof condition, weather exposure, and hidden details; we do not offer blanket guarantees.
| Topic | Policy | Practical notes |
|---|---|---|
| Quotes / estimates | We describe the intended scope, inclusions, and exclusions. | Some work is condition-dependent; we may confirm once access is established. |
| Deposits | May be requested for booked time or special-order materials. | If special materials are ordered, they may not be refundable. |
| Payment timing | Typically due on completion of the agreed scope. | For staged work, payments may align to stages (agreed in writing). |
| No guarantees | We do not promise that repairs will eliminate all future leaks in unrelated areas. | We do commit to transparent scoping and to correcting confirmed defects in our executed scope where feasible. |
How we handle “it’s still leaking” reports
A post-repair leak report does not always mean the original repair failed; water can travel and appear elsewhere. We’ll ask for evidence and update the diagnosis.
- Confirm conditions when the leak occurred (wind direction, duration, intensity).
- Compare with photos/notes from the original visit.
- Inspect the repaired area and adjacent pathways (gutter, valley, abutments, penetrations).
- Agree next steps: additional repair (new scope) or correction (if within our executed scope and feasible).
For fastest handling, use the complaints workflow below (it routes the message to the right queue).
7) Boundaries & exclusions (what we do not do)
These boundaries prevent misunderstandings and keep scope clear. If you need something outside these items, we can advise what type of specialist to contact.
Exclusions (non-exhaustive)
- Structural engineering, truss alterations, or load-bearing design decisions.
- Electrical work (including rerouting cables for access or safety).
- Asbestos removal or handling of suspected asbestos-containing materials.
- Internal plastering/painting, mould remediation, or interior decorations.
- Full re-roof projects requiring extensive strip-out (unless separately agreed in writing).
- Guaranteed colour matching of tiles/slates; reclaimed supply is variable.
- Work on unsafe roofs without suitable access equipment (e.g., scaffold where required).
- Clearing blocked drains beyond immediate roof drainage components (e.g., underground drainage).
- Tree work, vegetation removal beyond minor clearance for access.
- Insurance claims handling or representing customers in disputes with insurers.
Assumptions we make unless you tell us otherwise
- Utilities
- Power/water are available if needed for safe setup (unless noted).
- Permission
- You have permission to access the property and any shared areas required.
- Condition
- Roof components are broadly serviceable for a targeted repair approach.
- Disclosure
- You’ll tell us about known leaks, prior repairs, and sensitive areas (solar, skylights, leadwork).
If assumptions are wrong, we may need to pause and re-scope before proceeding.
Service-specific inclusions/exclusions are listed on Services. If a term is unclear (e.g., “flashing”, “valley”, “EPDM”), check the glossary section there.
8) Preparation checklist (before we arrive)
This checklist helps the visit run smoothly and reduces time spent on non-productive setup. If you’re unsure, send a quick email and we’ll advise.
Property & access prep (recommended)
- Confirm the best contact number for the day of the visit.
- Share parking/loading instructions (permits, restrictions, gate codes).
- Clear a path to the rear/side of the property if the roof is accessed from there.
- Move fragile items from below the work area (pots, bikes, garden ornaments).
- Close windows beneath the roofline; consider protecting loft items under suspected leak points.
- Provide safe loft hatch access (clear the area; ensure basic lighting or torch available).
- Keep pets indoors and establish a “no-go” zone for children.
Leak investigation prep (if relevant)
- Note when the leak occurs (light rain vs. heavy rain; wind direction if known).
- Take photos of interior staining and the surrounding area (wide + close-up).
- Mark the ceiling spot with painter’s tape to relocate it later.
- Tell us about recent changes (new gutters, repointing, satellite dishes, roof windows).
- List any previous repairs and approximate dates (even if done by others).
On-the-day checklist (quick tick list)
| Tick | Item | Why |
|---|---|---|
| Unchecked | Access gates unlocked / key available | Prevents delays on arrival. |
| Unchecked | Parking/loading instructions sent | Reduces carry distance and risk of damage. |
| Unchecked | Loft hatch area cleared (if needed) | Enables quick inspection and documentation. |
| Unchecked | Pets secured | Safety for everyone on-site. |
| Unchecked | Leak notes/photos ready | Improves accuracy of diagnosis. |
This tick list is optional; it’s provided to reduce missed details on busy days.
9) Included / Not included reference
This reference helps you interpret proposals and visit notes. For the service-by-service matrix and terminology (glossary), use Services.
| Category | Typically included | Typically not included |
|---|---|---|
| Roof repairs & leak investigation | Visual checks, targeted replacement of affected components, minor flashing adjustments where accessible, basic photo documentation. | Full strip-out, structural timbers, interior making-good, repeated return visits without a newly agreed scope. |
| Flat roof maintenance (felt/EPDM) | Localised patching, edge detailing checks, outlet/overflow checks, advice on ponding risk. | Full overlay/replacement, insulation upgrades, redesigning falls, work requiring specialist lifting/plant without prior agreement. |
| Gutters, fascia & soffit works | Clearing debris, minor resealing, realignment where accessible, checking outlets and downpipe continuity. | Underground drain clearance, invasive damp investigation, repainting, extensive carpentry repairs unless specified. |
How to read service notes (terms that cause confusion)
A few terms are often misunderstood. We keep the detailed glossary on Services so everything is in one place.
- “Make-safe”
- Temporary risk reduction (e.g., stabilising loose components). It may not be a permanent watertight solution.
- “Targeted repair”
- Repairing the most likely ingress path based on evidence, without full strip-out of surrounding assemblies.
- “Condition-dependent”
- Final method can change once the area is safely accessed and hidden damage is confirmed.
- “Compatible materials”
- Products and fixings suitable for the existing system; incompatible choices can shorten life or cause leaks.
10) Complaints and appeals
If something didn’t meet expectations, tell us. We handle complaints using a structured process so issues are tracked and resolved fairly.
Where to write
Email: [email protected]
Use the subject format: “Complaint – [Your Postcode] – [Date]” to help us route it quickly.
If it’s urgent and you believe there is an immediate safety risk (e.g., loose materials), call +44 20 7946 3187 and then follow up by email with photos.
What to include (for a fast resolution)
- Full address and postcode of the property.
- Date(s) of visit and the service type (repairs / flat roof / gutters).
- A short description of the issue (what happened, where, and when).
- Photos or video (before/after if available).
- Weather context if it relates to a leak (rain intensity, wind direction if known).
- Any constraints we should know about for a return visit (parking restrictions, access hours).
- Your preferred outcome (inspection, clarification, correction within scope, or revised proposal).
| Stage | What we do | Target response window | Your role |
|---|---|---|---|
| 1. Acknowledgement | Confirm receipt and assign a reference. | Within 2 business days | Send the details list above; reply to questions promptly. |
| 2. Assessment | Review scope, photos, and notes; decide if a site visit is needed. | Within 5 business days (or propose a visit date) | Provide access availability and constraints. |
| 3. Proposal / correction | Offer next steps: clarification, correction within executed scope where feasible, or a revised scope. | Within 10 business days after assessment (complex cases may take longer) | Confirm you accept the proposed next step. |
| 4. Close-out | Summarise actions taken and how to monitor the area. | Within 2 business days of completing agreed actions | Tell us if the issue persists and under what conditions. |
Escalation steps (appeals)
- Reply to the last email with “Appeal” in the subject and explain what you believe was missed, referencing the complaint reference number.
- Request a written decision summarising: what was checked, evidence relied upon, and what can/can’t be done within the original scope.
- If still unresolved, request that we propose a mutually convenient independent inspection approach (where appropriate) and outline how its findings will be used (e.g., to re-scope).
- Final step: you may seek independent advice (e.g., a surveyor) and share the report with us for review. We will respond in writing.
We keep communications professional and evidence-led. Abusive messages may limit our ability to continue the process.
Quick contact (mailto form)
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Policy maintenance & versioning
Policies may be updated to reflect safety guidance, material availability, or operational changes. The date at the bottom indicates the last update.
- Last updated
- 2026-01-26