Our guarantee to you
Workmanship completed by our in-house team is covered for 12 months, with a clear process and sensible exclusions.
In-house team only
Work is delivered through Hampstead Renovations and Hampstead Maintenance, not passed to a marketplace. We confirm the qualifications, registrations and insurance appropriate to the work accepted.
Written quote before you commit
You will receive a clear, written quote before any work is scheduled. The quote sets out the scope of work, materials to be used, and the total price. Nothing starts until you have read and approved it. You are under no obligation to proceed.
Clear route for follow-up
If something appears not to meet the agreed scope, contact us promptly through your private request link, account, email or phone. We assess the issue and arrange the appropriate next step.
Resolution support if things go wrong
Our 12-month guarantee covers defects in our workmanship, subject to the exclusions below. Where the guarantee applies, we will arrange a reasonable opportunity to inspect and put the workmanship right.
Transparent pricing
The quote or agreed price basis sets out what you will pay. Any change is discussed and approved before we continue. Call-out and emergency pricing is confirmed before attendance. Small jobs are paid by bank transfer after completion; larger works use an agreed deposit after quote acceptance and a final bank transfer on completion.
Guarantee questions
What does the 12-month guarantee cover?
Defects in our workmanship on accepted, completed work for 12 months from completion, subject to the written scope and the exclusions on this page. Product and manufacturer warranties remain separate.
Does make-safe emergency work get a full permanent-repair guarantee?
Temporary emergency or make-safe work is covered only for the workmanship and limited scope recorded at the time. It is not a guarantee of a permanent repair; further work is quoted before it continues.
How do I raise a guarantee issue?
Contact us promptly with a clear description and photographs where possible (call 020 8054 8756 or use your private request link). We assess the issue and, where the guarantee applies, arrange a reasonable opportunity to put the workmanship right.
Related services
Local service pages with proof
Neighbourhood landers that currently clear our evidence gate — still not an attendance guarantee.
If something goes wrong — what to do
- 1.Contact us as soon as possible — the sooner we know, the faster we can help. Call or email us.
- 2.Describe the issue clearly and, where possible, provide photos. This helps us assess and respond quickly.
- 3.We will assess the issue and work towards a resolution — typically a return visit to correct the workmanship.
- 4.If the guarantee applies, we will give the matter an accountable internal review and arrange a reasonable remedy.
What is not covered
- –Pre-existing defects, concealed conditions and failures unrelated to the work we completed are not covered.
- –Materials, appliances and products are not covered by our workmanship guarantee. Any applicable manufacturer or supplier warranty remains separate.
- –Customer-supplied materials, or products used against our written recommendation, are not covered for product failure or suitability.
- –Damage caused by misuse, neglect, accidental damage, unauthorised alteration or work by another person after completion is not covered.
- –Temporary emergency or make-safe work is covered only for the workmanship and limited scope recorded at the time; it is not a guarantee of a permanent repair.
- –We must be given reasonable access to inspect and, where the guarantee applies, a reasonable opportunity to put the workmanship right.
This voluntary guarantee does not reduce the statutory rights available to consumers under applicable law.
How we ensure quality
Work is delivered through our in-house teams, with the credentials, registrations and insurance appropriate to the accepted scope confirmed for the job.
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