Realistic Home Improvements

Company Response

We take full responsibility for our builds and welcome feedback, which enables us to move forward in a proactive way. The design was agreed prior to any works commencing, the problems relating to the glass, hinges, plastering and floor level were all completed as part of the ongoing build process. A roof pane of glass was labelled upside down and subsequently installed incorrectly, when it rained it became apparent that the glass was not dispensing water the same as the other panes, we therefore reversed the pane which corrected the error. Mrs Tamblyn’s photograph of the plastering shows that the plastering does not go to an acceptable floor finish for the exclusion of skirting board. This was our mistake, we assumed Mrs Tamblyn would at some point have skirting board installed into the room. The plasterer was sent back to rectify his work, which can be seen clearly in Mrs Tamblyn’s 1st photograph taken whilst the plastering was drying out. - Our plasterer now asks the question on future skirting board requirement. Products are ordered from survey after the ground base works are complete, this ensures that the products fit correctly, it limits risk or problems, but it does delay installation time, which is exasperated when ordering coloured products, especially coloured aluminium frames, both of which were part of Mrs Tamblyn’s contract. PVCu coloured profile and aluminium profile are impossible to match exactly as they are both different materials. We were not able to meet Mrs Tamblyn’s expectations for her installation, we therefore felt it fair to offer her the option of: 1, Allow us to put down the latex self-levelling compound, which would take out the defects she had pointed out in the floor. This would then leave the outstanding balance to be settled and her guarantees sent in the post. 2, Not pay her sizeable outstanding balance and waiver her 10-year guarantee. Finally, we do not consider the building process to be a problem, we do have snags, which we overcome. We try to work together with our clients and hope that the majority will have a good experience when dealing with us, sadly though, we are not always successful.