Question 1

Are quotes free?

Accepted Answer

Yes. Send photos or a description and we'll come back with written pricing, usually within one working day. For larger works, refurbishments, roofing, anything at height, we'll attend and survey first, still free of charge.

Question 2

Is the price fixed?

Accepted Answer

For defined work, yes: you get a fixed price and we stick to it. For open-ended jobs we agree an hourly or day rate up front. Either way, no additional work is carried out without your written approval. If we uncover something unexpected, we stop, show you and price it.

Question 3

Is there a minimum charge?

Accepted Answer

Small jobs are charged from one hour's labour plus materials. If you have several small items it's almost always cheaper to batch them into one visit, and we're happy to work through a snagging list in a single attendance.

Question 4

When and how do I pay?

Accepted Answer

Payment is due on completion for most jobs, by bank transfer or card. Larger refurbishment projects run on an agreed staged payment schedule set out in the quote. Landlords, agents and facilities clients can be set up on account with consolidated monthly invoicing.

Question 5

How quickly can you attend?

Accepted Answer

Routine work is usually booked within a few working days, urgent repairs same-day or next-day where we can, and emergencies within hours. Tell us the deadline when you enquire and we'll be straight with you about whether we can meet it.

Question 6

Can you work in occupied properties?

Accepted Answer

Yes, we regularly work in tenanted and lived-in homes. Our operatives are thoroughly vetted, we can arrange access directly with the tenant if you'd prefer, and we work clean with dust sheets and a full clear-up before we leave.

Question 7

Do you remove the waste?

Accepted Answer

Yes. Any rubbish, green waste and builders' waste leave with us and you get a waste transfer note for your duty-of-care records. Recycling and reuse are prioritised over landfill wherever practical.

Question 8

Is your work guaranteed?

Accepted Answer

Workmanship is guaranteed for 12 months, and you receive the relevant certificates for anything requiring them, gas, electrical, and so on. Guarantees cover the work we carried out, not pre-existing faults or third-party damage.

Question 9

How quickly can you turn a void around?

Accepted Answer

A standard two-bed flat is typically cleared, cleaned, repaired, touched up and ready to market in three to five working days, depending on the extent of the works. Because clearance, cleaning, repairs and decoration all come from us, there's no waiting for one trade to finish before the next is booked.

Question 10

Can tenants report repairs directly to you?

Accepted Answer

Yes, and many landlords and agents prefer it. Tenants report to us, we triage and attend, and you receive a photographed record of what was found and what was done without having to relay messages between two parties.

Question 11

How do you stop costs running away?

Accepted Answer

You set an authorisation limit. Below it, routine work simply gets done so small problems don't sit and grow. Above it, you get photos and a quote before anything proceeds.

Question 12

Can you handle compliance certificates?

Accepted Answer

Yes, gas safety certificates, EICRs and any remedial work, EPCs, smoke and carbon monoxide alarms, legionella risk assessments and fire door checks, all through registered engineers. Certificates come straight to you and we diarise the renewal dates.

Question 13

What counts as an emergency?

Accepted Answer

Anything causing damage, creating danger, or leaving a property insecure or uninhabitable: flooding and burst pipes, no power, no heating or hot water in winter, a door or window that won't secure, or fire and storm damage.

Question 14

How fast will someone attend?

Accepted Answer

The line is answered 24 hours a day by someone who can dispatch, not a message service. Attendance across London is typically within two to four hours, and the first priority on arrival is always to isolate, contain and make safe.

Question 15

Can you be our out-of-hours line?

Accepted Answer

Yes. Landlords, letting agents and block managers give our number to tenants and residents as their 24/7 route, with agreed rates and an authorisation limit so make-safe work can proceed without waking anybody up.

Question 16

Where do you work?

Accepted Answer

Across every London borough and Greater London, plus Essex, Kent, Surrey, Hertfordshire, Middlesex, Berkshire and Buckinghamshire. Our area pages set out the towns covered in each region, and if you're just outside, ask, because we can sometimes still help.

Question 17

Do you charge for travel, congestion or ULEZ?

Accepted Answer

Any congestion, ULEZ or parking cost is factored into the quote you receive up front it's never added afterwards as a surprise line on the invoice.

Question 18

Can you cover several properties at once?

Accepted Answer

Yes. Multi-site and portfolio work is a core part of what we do, with consistent rates, one point of contact and consolidated reporting across every site. See our facilities management service for how that's set up.

Frequently asked questions

Quotes & pricing

Booking & working with us

Landlords & agents

Emergencies

Areas & coverage

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