Our commitment to you
Character Protection: Preserving historic character is what we’re truly passionate about – it’s in our DNA. That means we WILL always use appropriate materials (lime mortars, compatible stone, breathable systems), craft bespoke joinery on-site to fit irregular spaces, and work with conservation requirements rather than against them. We WILL discuss any proposed changes that might affect character before proceeding. And we will NEVER use inappropriate modern materials that compromise authenticity, never take shortcuts that damage period features, and never treat your heritage property like a standard building project. Your home’s character is non-negotiable.
Transparent, Realistic Pricing: Your quote includes realistic specifications and proper allowances from the start – no land-and-expand tactics. When we price a kitchen, we specify whether it’s £10,000 or £50,000. When we quote electrical work, you’ll see lighting appropriate to the space. If it requires 12 downlights, we won’t be quoting for a single pendant. Extras are itemised separately so you always understand what you’re paying for. If we identify potential additional costs (particularly in heritage buildings), we discuss a 5% contingency budget upfront.
Decision Support Without Overwhelm: You’ll never be told about a problem without being offered immediate solutions. We won’t suddenly overwhelm you with decisions that need making by tomorrow. Our visualisation expertise means we think ahead – spotting issues before they become problems and ensuring finishing details are considered whilst there’s still time to adjust. You stay in control without drowning in decisions.
Living Comfort Maintained: If you’re staying in your home during the build, we plan around your comfort. We won’t disconnect your boiler in January without alternative heating arranged. Disruptions to utilities are communicated in advance with clear timelines. We maintain tidy, professional site standards because we understand this is your home, not just our workplace.
Communication & Accessibility: You’ll never go days without contact. Weekly site meetings (typically Fridays) keep you informed, and Vicki is available in the office for immediate queries. Our SharePoint portal gives you 24/7 access to project schedules, drawings, and H&S documentation. Any timeline adjustments are communicated proactively – no surprises.
Payment & Timeline Integrity: Payments are only requested when work stages are complete (or at 50% completion for larger phases). Your contract includes an agreed duration with 2-3 week contingency built in. We work to this schedule and communicate early if adjustments are needed. We won’t walk off site – projects are priced realistically so payment disputes don’t arise.
Specialist Partnerships: Our established network includes certified specialist subcontractors we’ve worked with for 7-8 years: NAPIT electricians, Gas Safe heating engineers, and experienced lime plasterers. All trades are properly qualified and insured. We only work with people we trust to maintain the standards your property deserves, and their costs are included in project quotes upfront.
Completion Commitment: We see every project through from comprehensive site visit to final handover with all certifications. With FMB membership and LABC oversight, you have third-party accountability throughout. Any issues are addressed immediately because we treat every space as if it’s our own – your satisfaction isn’t just professional pride, it’s personal.