Policies (Ops Manual)
This page sets the operational rules used by Live Football Tickts Roofing when advising on, quoting for, or carrying out roofing work in GB. It is written as a practical manual: it defines boundaries, lists exclusions, and shows how we handle changes, access, waste, and complaints. If you’re choosing a scope, start with the Service Selection Matrix.
Fact panel: quick routing
- Quotes: based on visible conditions and safe access.
- Variations: documented before proceeding where possible.
- Complaints: see complaints process.
- Contact: [email protected]
Boundaries and exclusions (scope guardrails)
Open the Service MatrixRoofing problems often show up as one symptom (a drip) but involve multiple systems (tiles, leadwork, gutters, condensation, internal ventilation). To keep decisions realistic, we operate with explicit boundaries. The list below is used when we plan visits, issue guidance, and prepare work notes.
What we do (within scope)
- Targeted roof repairs (tiles, slate, flashing) when safe access and clear fault isolation are possible.
- Flat roof maintenance and patching for felt/GRP/EPDM (seams, outlets, minor splits), with documented limits.
- Gutters, fascias and soffits checks, cleaning, minor repairs, and practical replacement guidance.
- Photo notes and aftercare guidance (what to watch for and when to re-check).
Exclusions (not included unless agreed)
- Internal plastering, decorating, mould remediation, or extensive timber treatments.
- Structural engineering decisions (we can flag concerns, not certify structural adequacy).
- Electrical/solar/PV system disconnection or reinstatement by default.
- Guaranteed “leak-free” outcomes where underlying defects cannot be fully exposed at time of repair.
Hard boundaries (used for scheduling & risk control)
If any item applies, we pause and agree a plan before proceeding.
- Unsafe access: we do not climb fragile roofs, unstable ladders, or unprotected edges without an agreed safe system (e.g., scaffold or MEWP where appropriate).
- Hidden defects: rotten decking, saturated insulation, or failed underlay discovered after opening is a variation (extra work) and requires approval.
- Non-standard materials: asbestos-containing cement sheets, old bitumen products, or unknown composites require specialist handling and may be excluded pending testing.
- Water ingress source not confirmed: where multiple likely paths exist (roof, parapet, gutter, condensation), we may recommend staged diagnostics rather than a single “fix”.
- Severe weather limits: high winds, lightning risk, icy surfaces, or heavy rain can halt work; we reschedule rather than improvise.
- Heritage constraints: listed buildings, conservation area requirements, or stipulated materials may extend lead times and change the viable repair method.
- Third-party delays: scaffold permits, neighbour access permissions, or building management approvals are outside our direct control.
- Pest activity: active wasp nests, birds under tiles, or rodent infestations must be addressed before we disturb the area.
- Overdue maintenance chains: where gutters are blocked for long periods or valley debris is compacted, we may recommend cleaning/clearance first, then re-test for leaks.
- Interior-only symptoms: damp patches can be plumbing/condensation—roof works may not be the right first step without evidence.
Variation control (changes to scope): how we document and confirm
If we find additional defects after safe opening (for example, failed underfelt behind a valley, or degraded lead soakers), we treat that as a variation.
- We explain the cause, the options, and what happens if it is deferred.
- We provide a practical description of added work and any access changes (scaffold/MEWP).
- Where possible, we request approval in writing (email reply is acceptable) before proceeding.
- If immediate action is needed to make the property safe, we do minimum necessary containment and then report.
Service-area notes (GB): operational nuances
GB roofs vary by region and building age, but the day-to-day constraints are consistent. The points below are used when we plan access, estimate time-on-site, and set expectations for repairs versus longer-term renewals.
Weather & scheduling
Wind gusts, sudden showers, and winter frost affect adhesives, sealants, and safe ladder placement. We may split work into “make safe” and “return to complete” visits when conditions change.
Access, neighbours, party walls
Terraces and semis often require shared access routes. If we need side access or a neighbour’s garden for ladders/scaffold, we ask early so permissions don’t delay the job.
Parking permits & loading
Many streets require resident or visitor permits and have restricted loading windows. If permits are needed, we’ll flag it during booking; you can often arrange a visitor permit through your council or building manager.
Conservation areas & listed buildings
Repairs may need like-for-like materials (e.g., slate type, clay tile profile) and specific leadwork detailing. We’ll ask for any prior approvals and can work to a conservation-led scope where required.
Scaffolding rules & public space
If scaffold touches pavements or highways, permits and safety lighting may be required. Lead times vary by council. We plan scaffold only where the risk profile requires it—otherwise we keep access minimal.
Waste disposal & tidy site
Removed materials are segregated where practical and disposed of through appropriate licensed channels. If skip placement is needed, we confirm location, permit requirements, and the shortest safe carry route.
Typical roof types we encounter
Common GB stock includes pitched slate roofs, clay/concrete tile roofs, and flat roof extensions (felt/EPDM/GRP). Valleys, chimneys, and abutments are frequent leak sources; gutters and downpipes are often the hidden contributor. We use the service matrix to pick the lowest-risk starting scope.
Operational check: evidence & decision table
Use this table to understand what we can confirm during a standard visit versus what requires staged work or additional access. It’s also a guide for what to send us before we arrive.
| Topic | What helps (your prep) | What we can confirm | Typical limits / next step |
|---|---|---|---|
| Active leak | Photos of stain edges + when it occurs | Likely entry points; immediate “make safe” actions | May require staged diagnostics if multiple paths exist |
| Tile/slate loss | Street-side photo; mention recent wind events | Replacement/repair approach if access is safe | Hidden underlay failure may change scope |
| Gutter overflow | Note where overflow happens (front/rear) | Blockage vs fall vs outlet restriction | Downpipe/underground drain issues may need drainage contractor |
| Flat roof ponding | How long water sits after rain | Outlet condition; seam integrity; patch suitability | Re-falls/insulation upgrades may be a separate project |
Complaints process (how to raise an issue)
Contact pageWe treat complaints as operational inputs: they are logged, reviewed against the agreed scope, and answered with a practical plan. To help us resolve issues quickly, please follow the steps below.
Where to write
Email: [email protected]
Post (optional): Live Football Tickts Roofing, 48 High Street, London, SE1 9GF, United Kingdom
What to include
- Your name, address, and best callback number.
- Date of visit/work and (if available) the quote/invoice reference.
- A clear description of the issue (what you observe, where, and when it occurs).
- Photos and/or short video (before/after, interior stain edges, exterior area).
- Any access constraints (parking permits, entry codes, neighbour coordination).
- Your preferred resolution (inspection, adjustment, documentation, or explanation).
Timelines (our target handling times)
We confirm receipt and request any missing details needed to triage.
We review scope notes, photos, and propose next steps (visit, explanation, or variation).
Where a site revisit is needed, we aim to schedule and document outcomes promptly (weather/access permitting).
Contact (policy questions)
For questions about these policies—before booking or after work—use the form below. It sends an email via your mail app (mailto) and includes basic validation. For choosing a service scope, refer to the service matrix.