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Roofs of Wood Green, London N22

A brick chimney stack with four terracotta pots and stepped lead flashing on a slate roof, lit warm against a dark storm sky.

Complaints process

When the roof, or we, let you down

How to complain

Write to enquiries@urbanroofing.work with “Complaint” in the subject, or tell whoever is on your roof, who writes it down with you and passes it on the same day. Say what went wrong, where on the roof or in the house, when you noticed it, and what you would like to happen. Photos help; your survey reference or the address of the job lets us find everything at once.

A complaint can be about anything: the work, the way we behaved on site, a neighbour’s wall, the mess left behind, a booking, this website or what happened to your information.

Water coming in now comes first. If the complaint is a leak, the roof is weathered over before anything else happens, while the cause is looked into.

What happens, and how fast

  1. Within 3 working days

    We acknowledge it in writing

    You hear who is dealing with it and when they will next be in touch.

  2. As soon as it can be arranged

    We look again

    A complaint about the roof gets a return visit on a half-day that suits you, from the street, the loft and the roof, with photographs, as on the first survey.

  3. Within 20 working days

    You get a final written response

    What we found, whether we agree, and what we will do about it and by when. If we need longer, we say why before the 20 days are up and give a date.

  4. Then

    We put it right, or say plainly why not

    Work we agree to redo is done at no cost to you, as the Consumer Rights Act 2015 provides for work that falls short of reasonable care and skill.

If our answer does not settle it

Our final response will say so, and will tell you whether an alternative dispute resolution body could look at the complaint and whether we would take part. The company belongs to no trade scheme or ombudsman that would oblige it to. These routes are open to you whatever we say:

Complaining does not change your legal rights, and you can use any of these routes at any stage. The contact page says what to put in a message.