Question 1: Can you provide an estimate for repairs to my property, as I need to supply my Insurance Company with this to show, what repairs are required after my water, fire, flood or storm claim?

Question 2: Can you provide an estimate for an extension to my home or carry out general maintenance to my property?

Question 3: We had one of your Surveyors visit us regarding damage to our property and have not heard anything?

Question 4: We received a call from our Insurers/representatives advising you had been approved to carry out repairs to our property, but we have not heard from you?

Question 5: We have received the documents from you and disagree with the schedule of repairs listed?

Question 6: We have signed the documents and returned them to you along with our excess payment, but no one has contacted us for a number of days?

Question 7: How long will the repairs take to complete?

Question 8: Can we trust your Workmen to be left in our house alone?

Question 9: My repairs include Painting, Wallpaper, Tiles or flooring, can I select these materials or do you select them for me?

Question 10: Can you include some additional repairs on the Insurance claim?

Question 11: Do you move or protect my furniture?

Question 12: Can we change approved schedule and have different repairs carried out?

Question 13: How much can I spend on Wallpaper, Tiles, Flooring etc?

Question 14: Bathroom repairs, will you tile the same as originally?

Question 15: Your Works Department has spoken to us, but no start date for repairs has been agreed?

Question 16: Your Tradesmen were meant to be here today to start repairs and have not turned up?

Question 17: Your Tradesmen finished working the other day and we have not heard from them since and do not know what to do?

Question 18: You have completed repairs and requested that I sign your Completion Certificate, but I am unsatisfied with the quality of some repairs, what should I do?

Question 19: Do you guarantee any repairs you complete?

Question 20: Can you carry out additional repairs for us or upgrade items if we pay you directly?

Answer 1: Yes we can supply an estimate for repairs. You need to contact our Head office to arrange for one of our surveyors to visit your property and view the damaged area(s). You can alternatively e-mail the details via our “contact” section on this website.

Answer 2: Yes we can supply you with any type of structural repairs, maintenance or alterations to your property. We will need to arrange a visit from a surveyor, so please contact our Head office or e-mail us from this website.

Answer 3: We are sorry for any delay, we are possibly awaiting a response from either the Insurance Network or Loss Adjuster dealing with your claim. Please contact our Head Office with your details and we will attempt to find out the current position of your claim.

Answer 4: We have different processes to follow depending on which company your claim is handled by. We have to ensure we receive the correct approval details before contacting you, otherwise this may lead to complication later in your claim. If everything is ok, you should receive details via the post in a few days time. Enclosed will be standard forms that require completion and return along with any policy excess that you need to pay. If you do not receive these documents, please contact our Head Office.

Answer 5: The schedule listed will show all repairs that your Insurance Company are prepared to include under your claim. If you need to discuss the list, please contact our Head Office and they will go through the details with you. Please be aware details discussed with Surveyors at time of their visit, will not always be included in the approved repair schedule. Our Surveyors attempt to include everything as discussed with you, however Insurance Companies will decide what repairs are included and which ones are not.

Answer 6: We are sorry for any delays, however please contact our Head Office and they will attempt to resolve. Your details are passed through to our Works Department once received and they should contact you to arrange repair program within 3-4 days of receiving the documents.

Answer 7: Each repair schedule will take different lengths of time to complete, depending on what repairs are required. Our Works Department should be able to give you a rough idea of time frames, when agreeing the start date for repairs.

Answer 8: Yes, we are Approved Contractors for most Insurance Companies either directly or via Networks or Loss Adjusters. If an issue were to arise, we would have to investigate completely and resolve where required. We feel however that our Tradesmen can be trusted and have been involved in this type of work for a number of years.

Answer 9: You can select all items included above and changes to existing items/decoration. In most cases we will try and allow you a value to purchase items and in some cases you can purchase the items and we can re-imburse you directly. If you do provide the items/decoration/materials and a problem arises, we accept no liability for any increased time to resolve and additional personal cost may arise. The details can be discussed with our Works Department at anytime prior to repairs starting.

Answer 10: No, unfortunately the companies we work for are strict on this area. If we were to include items that were not part of the insurance claim, we would be removed and lose the work from them. If additional repairs are required, the Surveyor who visits your property can take details and provide a private estimate for you, alternatively contact our Head Office.

Answer 11: We will always protect flooring/carpets. However personal effects need to be removed from the areas that require repairs. Furniture is not normally included within the schedule, unless for a special reason i.e. elderly person or disabled. We require all furniture to be moved out of area’s that require repairs. If you have large items that cannot be moved, we will protect where possible. If details are not on the approved schedule, they are your responsibility to move or protect.

Answer 12: Only if advised prior to any repairs starting and on the agreement that your Insurance Company is aware and have accepted your request. We will only complete repairs listed on the schedule and all items that are renewed will be installed in their original positions.

Answer 13: Our Works Department will advise you of values that can be spent to purchase materials to be used in your repairs. Alternatively if you have selected items, you can pass the details to us and we can purchase on your behalf. (This assumes they are within the approved value)

Answer 14: Depending on repairs required. If you are having a Bath or Wash Hand Basin renewed, the Insurance Companies only allow 1 row around Bath or “splashback” on Wash Hand Basin. They do not allow matching the tiles, so if they are obsolete, we can only install standard white tiles. In some cases they will allow a contribution towards the undamaged tiles, but a process needs to be followed for them to consider additional costs.

Answer 15: There is a reason for the delay, maybe material sourcing or delivery of materials has been delayed. Contact our Works Department straight away and they will be able to confirm and agree a date, in most cases.

Answer 16: Please contact the Work Department immediately for an explanation.

Answer 17: Depending on the type of repairs being carried out, there maybe times that require for example drying of plaster on walls or ceiling. Our Plasterer would be in to carry out repairs, then 2-3 days are required to dry before decoration is carried out. If you have not been advised, please contact our Works Department immediately.

Answer 18: Please contact us immediately to discuss the issues. Alternatively you can e-mail us full details of you issues and we will resolve as soon as possible. If you are not happy to raise the issues directly with us, please contact the representative who is handling your claim on behalf of your insurance company.

Answer 19: Yes, our standard agreement is for 12 months from signing of our completion certificate. We cover both Labour and Material aspects of repairs that are listed on your copy of repair schedule. (Copy of schedule should have been issued to you prior to repairs starting) We are not liable if any third party is involved or supplies and installs any materials. (Unless appointed by ourselves)

Answer 20: Yes, we will need to provide a separate estimate/schedule to show what you are to pay for above any Insurance repairs. The schedule will be priced and we will require your agreement, prior to any repairs starting.