Terms and conditions

These terms apply to roofing, roofline, chimney and roof cleaning work carried out by Crown Crawley Roofing for homeowners, landlords and small commercial owners. They sit alongside the written quote you receive, and if the quote says something specific about your job, the quote is what applies to that point.

Nothing here limits the rights you already have under UK consumer law. Where a term would cut across those rights, the law comes first.

Every job opens with someone climbing up to inspect your roof. We examine the covering, the timber underneath where it can be reached, the flashings, the gutters and anything that affects how the job is done, such as access and where a scaffold tower or platform can stand. You get photos of your own roof from that visit, which lets you check what is being described against what is up there.

The visit tells us what the roof needs. Some things stay hidden until work is under way, such as rotten battens beneath a slipped section. Where that is a real possibility, the quote explains how we would deal with it if it appears.

When the visit is over, a written quote follows, giving one total and a description of the work that total covers. The price is for the job as described, so it does not move with the weather, the day of the week or how quickly the crew finishes.

Check whether the figure includes VAT. The standard rate is 20 per cent, and a quote should state plainly whether it is in or out. Ask also whether scaffolding is part of the total, because access often forms a large share of the cost on a house roof.

A quote stays open for the period written on it. After that we may need to look again, because material costs and diary space change.

If you want something added, or the roof reveals a problem the first visit could not show, we tell you before going on. We describe what we found, send you a photo, and give you a revised written total for the extra work. We carry on with it only after you agree.

If you decide to leave something out, we confirm in writing how that changes the total. Small changes are usually settled by a phone call followed by a message recording what was agreed.

Payment terms appear in your written quote, including any sum due before work starts and the date the balance falls due. Read that part before you accept, and ask us to clarify anything that is unclear.

Your final invoice names the job, the date and the amount, and it is yours to keep with your house records, which matters when you come to sell.

We agree a start date with you and describe what happens each day. If bad weather makes work on a roof unsafe, which is common in autumn and winter, we move the date and let you know rather than take a risk with your home or the people working on it.

We need access to the roof and the space around the house. Scaffolding set up on the public highway or pavement calls for a licence issued by the highway authority. Ask us about it at the quote stage and we will sort out the paperwork with the scaffolder. A scaffold on your own land does not need one.

Materials are stored out of the way, the working area is kept safe, and we take the rubbish away at the end.

When a contract is made away from the trader's premises, which covers signing at your home after a survey, the Consumer Contracts Regulations 2013 give you a cancellation period that ends 14 days after the contract is made. You may cancel in that time without giving a reason.

Should you prefer the work to start before day 14 is up, the regulations expect your request to be recorded in a lasting form, for example an email or a signed note. A different rule covers a customer who has asked for a roofer to come out for urgent repairs, and in that case the cancellation right is not available for the urgent job. Anything extra pitched to you during the same call still carries the right.

When nobody told you about cancellation in the first place, the window stretches by as much as 12 months. Ask us if you are unsure which rules fit your job.

Roofing is a service, and the Consumer Rights Act 2015 expects it to be delivered with reasonable care and skill. Our crews work to that standard. What comes with finished work is described on the separate workmanship page, and it adds to your legal rights, never replaces them.

If you think something is wrong, tell us as soon as you notice, with photos if you can. We will arrange a visit to look at it.

Start with a call to 01293 974253, or a message through the enquiry form, describing what has gone wrong. Many problems are settled once somebody stands on the site with you and looks.

If we cannot agree, the Citizens Advice consumer helpline gives free advice to individuals on 0808 223 1133, Monday to Friday, 9am to 5pm. The law also asks a trader to tell a dissatisfied customer about any alternative dispute resolution arrangement that is available, and we will do that in writing if it comes to it. The complaints page sets out the steps.