Policies & working expectations

1) Estimates & how pricing works

We aim to provide clear, practical estimates based on the information available at the time. Most roofing issues are partly hidden (under tiles, within valleys, around abutments, beneath flat-roof coverings, or behind gutter lines), so an estimate is normally a best assessment rather than a guarantee of final cost.

We may offer a remote “budget range” if you send photos and a short description. A final quote is typically confirmed after an on-site inspection, when we can check access, roof pitch, height, previous repairs, and the likely source of ingress. If we discover additional defects that were not visible or not reasonably apparent at quote stage, we will explain the findings and agree a revised scope before proceeding.

2) Access, safety, and working at height

Roofing work involves risk, and we work to safe methods appropriate to the job. We may use ladders for short-duration inspection/repair where appropriate, but some tasks require scaffold, tower access, edge protection, or a fall-arrest system. If safe access cannot be achieved, we will not proceed until the correct measures are in place.

Please keep walkways clear, secure pets, and ensure we can reach external taps (if needed), electrical supply (when relevant), and loft hatches (where inspection is agreed). For commercial or managed properties, a responsible person should be available to grant access and confirm any site rules (asbestos register, permits, or working-hour restrictions).

3) Weather constraints & scheduling

Weather directly affects safety and workmanship. We may postpone or pause works during high winds, lightning, heavy rain, icy conditions, or when surfaces are unsafe. For flat roofs, certain materials and adhesives require dry conditions and minimum temperatures. We will communicate changes as early as possible and reschedule at the next workable window.

4) Materials, availability, and colour matching limits

We aim to match existing materials where practical, but exact matching is not always possible—especially with older tiles/slates, weathered coatings, discontinued profiles, batch variations, or previous patch repairs. Where a perfect match is not achievable, we will propose the closest available alternative and, where suitable, group replacements to look consistent from ground level.

Lead, mortar, sealants, and membranes may also weather differently over time. New work may appear brighter initially; it typically blends in with exposure. If specialist items are required (bespoke gutters, heritage tiles), lead times can affect scheduling.

5) Warranties & realistic limitations

We stand behind our workmanship within reasonable, stated limits. Any workmanship warranty applies only to the scope we completed, under normal use and normal weather conditions for the location. It does not mean a roof becomes “leak-proof forever,” particularly where a roof has multiple aged components.

Boundaries & exclusions (please read)

To keep expectations clear, the following are not included unless explicitly written into your scope/quote:

• Internal decoration, plastering, or stain removal after leaks (we can advise on drying time).
• Electrical works, alarms, satellite/TV aerial re-fixing, or HVAC servicing.
• Structural engineering or timber replacement beyond minor, localised remedials agreed in writing.
• Asbestos testing/removal or working on known asbestos-containing materials (specialist only).
• Access equipment not specified (e.g., scaffold/tower) and any associated permits/parking suspensions.
• Cleaning/clearing of entire roof surfaces unless specified; we do not pressure-wash tiled roofs.
• Guaranteed colour match or perfect visual blending of old vs. new materials.
• Works to neighbouring properties, shared drains, or party-wall matters without written permission.
• Making good of landscaping, fragile paving, or hidden services where not reasonably identifiable.
• Damage caused by storms, falling branches, third-party trades, pests, or later alterations.

6) Payment, booking, cancellations

Booking is confirmed once dates and scope are agreed. Depending on job type and material lead times, we may request a deposit to secure materials and schedule time. The balance is typically due on completion of the agreed scope, unless staged payments are agreed for larger works.

If you need to cancel or reschedule, please let us know as soon as possible via Contacts. Cancellations with short notice may incur a reasonable charge where costs have already been committed (e.g., ordered materials, allocated access equipment, or reserved labour). We will always explain any charge before applying it and aim to find a fair outcome.

7) Aftercare & maintenance guidance

Good aftercare reduces repeat issues. We recommend periodic checks, especially after storms and leaf-fall season. Gutters and outlets should be kept clear; a blocked outlet can mimic a roof leak. For flat roofs, avoid storing heavy items or sharp objects and keep water paths unobstructed.

If you notice a concern after works—such as recurring damp, staining that grows, or a visible displacement—contact us promptly with photos, dates, and the weather conditions at the time. Early reporting helps us diagnose whether it’s a new pathway, lingering moisture, or a scope-related issue.

8) Complaints & escalation

We aim to resolve issues quickly and professionally. If you’re unhappy with any part of the service, please raise it in writing so we can track it properly and respond with specific actions.

Service scope reference

These policies apply across our service lines: Roof repairs & leak tracing, Flat roof maintenance (felt/EPDM), and Gutters, fascias & roofline works. For a plain-language overview of what’s usually included, see Services.