Operational policies • UK homes
How we work: process, exclusions, and how to raise a complaint
These policies explain what to expect when you book an inspection, repair, or maintenance visit with 5K Roofcraft. We aim to keep scope clear, document what we see, and set realistic expectations—especially where hidden defects or weather can change what’s possible on the day.
What “clear scope” looks like
Before work starts, we try to confirm: the symptom (e.g., leak path), the likely cause, safe access method, what we will touch, and what we will not touch. If we uncover additional defects once materials are lifted, we pause and agree next steps.
Policy principle
“Explain it, show it, confirm it.” We aim to share photos, plain-English notes, and choices—not pressure.
Our operating process (8+ steps)
Roofing outcomes depend on access, weather, and the condition of hidden layers. This process helps keep work predictable and documented.
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1
Enquiry triage
We collect basics (roof type, symptom, access, urgency) and suggest the most appropriate visit type.
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2
Appointment confirmation
We confirm date/time window, address, parking/access notes, and any homeowner constraints (pets, alarms, neighbours).
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3
On-site safety check
We assess safe access, fragile areas, overhead hazards, and weather. If unsafe, we propose alternatives or reschedule.
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4
Inspection & documentation
We record visible defects and likely pathways (tiles/slates, flashing, valleys, gutters, outlets). Photos where safe.
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5
Scope & exclusions review
We explain what’s included, what’s excluded, and assumptions (e.g., hidden deck condition on flat roofs).
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6
Customer decision point
We confirm you want to proceed with the agreed scope. If new issues appear after lifting materials, we pause.
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7
Work execution
Repairs/maintenance carried out with care to avoid collateral damage. We keep the area tidy and manage debris sensibly.
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8
Completion check
We review the repaired area and any nearby risks we observed (e.g., pointing, ventilation, moss load), and explain next actions.
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9
After-visit notes
We provide a short summary by email when appropriate: observed condition, what was done, and any limitations.
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10
Issue follow-up window
If a related issue reappears, contact us promptly with dates, weather notes, and photos; we’ll advise next steps.
Boundaries & exclusions (what we don’t cover)
To keep work safe and predictable, we set clear boundaries. If you’re unsure whether your request fits, send a description and photos to [email protected].
- Structural engineering sign-off or certification (we can recommend seeking a qualified surveyor/engineer).
- Asbestos identification or removal (e.g., legacy garage roof sheets). Specialist assessment required.
- Internal damp remediation (plaster, joinery, mould treatment). We can comment on likely roof-related water entry only.
- Electrical, plumbing, or HVAC work (including extractor ducting changes). We may flag issues but don’t modify services.
- Work requiring road closures, crane lifts, or complex scaffolding coordination unless agreed separately.
- Major re-roof projects not pre-scoped (full strip-and-recover). If needed, we’ll suggest a separate, planned quotation route.
- Cosmetic repainting/decoration of fascias/soffits (unless specifically listed within a written scope).
- Damage from severe storms/flooding that requires insurer-led assessment; we can provide photos and a practical repair proposal.
- Hidden defects inside roof structures that cannot be safely accessed or confirmed during a standard visit (e.g., behind finishes).
- Working on listed buildings where specialist consents/methods apply—unless agreed in writing after review of constraints.
Why exclusions matter (and how we handle edge cases)
Many roofing problems sit at the boundary between roof coverings, rainwater goods, masonry, and internal ventilation. If we suspect the root cause is outside our scope, we’ll explain what we saw and recommend an appropriate next step (e.g., damp specialist, surveyor, or electrician).
If something becomes unsafe mid-visit (weather shift, fragile substrate, unstable ladder position), we stop and discuss alternatives. Safety overrides schedule.
Preparation checklist (12+ items)
A little preparation helps keep time on-site focused on the roof and reduces avoidable delays.
- 1 Share photos if possible (outside elevations, loft/attic, damp patches, gutter runs).
- 2 Confirm access: side passage width, locked gates, rear access, and any fragile conservatory roofs below.
- 3 Clear a small area for ladder placement (move bins, garden furniture, ornaments).
- 4 If a loft check is relevant, ensure loft hatch access and a safe walkway (or advise if none).
- 5 Note when the issue happens (wind direction, rainfall intensity, after snow/ice, only when gutter overflows).
- 6 Tell us about previous repairs (dates, what was changed, any warranties from other contractors).
- 7 Secure pets and let us know about alarms/cameras and where you prefer we enter/exit.
- 8 If the property is tenanted, confirm permission and a point of contact for access on the day.
- 9 Provide parking guidance (permits, visitor bays, time limits, loading restrictions).
- 10 For gutter work, keep outdoor taps accessible if you’d like a flow check (optional).
- 11 Tell neighbours if shared access/party-wall proximity may be involved (terraces/semis).
- 12 Keep a clear area under the work zone (inside: move valuables away from ceilings; outside: cover delicate plants if concerned).
- 13 If you have attic insulation or stored items near the hatch, clear a small working space for safe entry/exit.
- 14 Have your preferred communication channel ready (email for photos/notes; phone for timing updates).
Preparation by visit type
Use this as a guide; we’ll confirm specifics during booking.
| Visit type | Bring/prepare | Notes |
|---|---|---|
| Leak diagnostic | Photos, loft access, rainfall notes | Intermittent leaks may need observation across weather events |
| Gutters | Access to rear, downpipe run visibility | Blockages can be local or at offsets/shoes |
| Flat roof check | Outlet locations, pooling areas, internal staining map | Condition under coverings can’t be confirmed without opening |
Table is informational; actual scope depends on property constraints and safe access.
Complaints & appeals
If something hasn’t gone as expected, we want to fix it quickly and fairly. Start by writing to us with clear details so we can understand what happened and what outcome you’re seeking.
Write to
[email protected]
or call +44 20 8050 1638
What to include
- Your name, address, and preferred contact details.
- Date of visit(s) and the service requested.
- What you believe went wrong (facts, not assumptions).
- Photos/videos and any relevant messages or notes.
- Weather context if relevant (e.g., issue only appears in driving rain).
- What resolution you’re seeking (re-visit, clarification, partial rework, etc.).
Timelines (targets)
- Acknowledgement
- within 2 business days
- Initial assessment
- within 5 business days
- Proposed next step
- within 10 business days
- Complex cases
- we’ll agree a date in writing
Targets may shift during severe weather periods or where access requires third-party coordination. We’ll communicate updates promptly.
Appeals (review request)
If you disagree with our initial conclusion, you can request an appeal by replying to the complaint email with the subject line “Appeal” and:
- What part you believe is incorrect or incomplete.
- Any new evidence (new photos, independent report excerpts, or updated timeline).
- Your preferred resolution and deadlines that matter (e.g., before a letting move-in).
We aim to complete appeal reviews within 10 business days of receiving the appeal details.
What happens after you submit a complaint?
We review the scope: what was agreed, what was excluded, and what conditions were assumed.
We review evidence: photos, notes, and timing (including weather-related triggers).
We propose an outcome: clarification, further diagnostic steps, or practical remedial work where appropriate.
We document the result: so you have a written record of what was decided and why.
Service area notes (UK nuances)
We support homes across the UK, with a practical focus around Manchester and surrounding travel routes. Because UK housing stock varies widely, these notes help set expectations before booking. If you’re unsure, contact us via Contacts.
Local constraints we plan for
- Terraces & tight access: back alleys, shared ginnels, and limited ladder placement are common.
- Party-wall edges: lead/soaker details between properties may require careful coordination to avoid disputes.
- On-street parking: permits, narrow streets, and time restrictions can affect arrival windows.
- Weather variability: wind-driven rain and rapid showers can limit safe roof access; we may re-plan to avoid damage.
- Older slate roofs: brittle slates and aging fixings can mean “like-for-like” replacement needs careful matching.
- Loft conversions: altered ventilation paths and tight eaves access can change diagnostic steps.
- Conservatories/lean-tos: fragile roofs below work areas may restrict ladder or foot placement.
How we decide if a visit is viable
We’ll ask quick questions about height, access, fragile surfaces, and whether there’s a safe place to set up. If the safe method requires third-party equipment or permissions, we’ll explain options before any commitment.
Tip: Sending two wide photos (front and rear elevations) often saves a round of questions and helps us advise the best next step.
Related policies & references
For how we handle personal data and the rules for using this website, please review the pages below.
Privacy policy
What we collect, why we collect it, and your rights.
Terms of service
Website terms and general service conditions.
If something on this page is unclear, contact us and we’ll explain in plain English. Policies are reviewed periodically and updated when operational practices change.
Ask a policy question
If you want to confirm scope, exclusions, or how complaints are handled, send a message. This form uses your email app (mailto) and validates required fields first.
Prefer email? [email protected]