From Chris Bryant – Director 4th June 2026
We have waited to provide our Trustpilot response while we worked directly with the customer to give the matter the thorough investigation, response and seriousness it deserved; we share this now to offer a formal apology to our client and provide clear context and feel it important to address it openly and clearly.
In November, our customer experienced water ingress related to their conservatory roof replacement. It took us too long to fully diagnose and resolve the issue. We take full ownership of both the defects encountered and the delay, and we offer our unreserved apologies.
As a family-run company, we set very high standards to help maintain total control over quality. Equally, we feel it important to address the impact our actions can have on clients on a personal level too. We are a business, but also people. While no one is infallible to human error, it is our responsibility to put things right promptly. In this instance, we did not achieve our usual standards and fully understand the clients’ disappointment. The technical issue has been fully rectified, and the customer’s guarantee remains in full effect. The responsibility to ensure continued performance also sits wholly with us.
With hundreds of roof installations to our name and hopefully reflected in our reviews across Google and Trustpilot, this comes as a rare and isolated occurrence, but we treat it with the utmost seriousness and have reinforced our in-house processes to ensure it does not happen again. We have already met with the customer directly and agreed appropriate reparations, reflective of the nature of the situation and our acceptance that this responsibility sat with us.
Again, we fully accept that this fell below our usual standards, both in terms of workmanship and the time taken to resolve matters and we offer our deepest apologies.