Roofline Home Improvements
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Customer support

We want to make sure that our customers feel fully informed of our processes to make the experience as streamlined as possible.

Frequently asked questions

Will I need planning permission to install a Guardian Warm Roof?

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You do not require planning permission to have a Guardian Warm Roof installed. You will only require building regulations as we are changing the room from a temporary structure, being a glazed roof to a permanent structure being the solid Guardian Warm Roof. This is organised and coordinated by Roofline and not something that the customer has to complete themselves.

Do I need planning permission to change my doors and windows in a conservation area or if my house is a listed building?

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It is important if you live in a conservation area/a listed building that you seek advice before making any changes. Your local authority can give advice on this or we can give some guidance during our onsite visit.

I am looking for a certified installer. Is Roofline verified?

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Yes, we are approved installers for The Residence Collection, Guardian Certified Installers and Velux Certified Installers.

Are Roofline registered with any professional bodies?

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Roofline have been a proud member of the CPA – Consumer Protection Association for over 20 years. We are a registered FENSA member and we are also an LABC partner.

Do Roofline have a complaints policy?

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Yes, we have a complaints policy which can be found by clicking this link.

Do Roofline offer any finance packages?

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Yes, we offer a finance package through Vendigo. More information on this can be found on our finance page.

Do I get a guarantee with the products fitted?

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Yes, all of our products come with a guarantee on the workmanship and products themselves. Guarantees will vary depending on the product installed. More details can be given by calling the office on 01455 289 975

How long does the whole process take from quoting to completion?

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On average the whole process from start to finish takes anything from 8-12 weeks. This can vary greatly depending on the time of the year, the length of time for products to be made and delivered, and the size of the job itself. This time scale is from first contact to last day of fitting.

Do you have a recommendation scheme?

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Yes, existing customers who recommend people can gain a £75.00 payment for their recommendation. This is subject to terms and conditions on recommendations over £2000 + VAT value.

I am an existing customer and I need to log a service call, what should I do?

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As long as your product is within the guarantee period you can log a service call with Kelly by emailing kelly@rooflinereplacement.co.uk

 

More information on service calls.

Why TRUSTUS?

T- TRADE STANDARD ENDORSED – We are recognised by several trade standard companies. Velux-certified and Guardian Certified Installers. We are CPA and FENSA Registered giving our customers confidence that they are using the right people.

R- RELIABLE – With over 25 years of experience and many repeat customers we have proven the test of time. We deliver on products and services and this is backed up with our glowing Google reviews.

U- UNCOMPLICATED – We keep our process as streamlined and simple as possible. Taking the pressure off the customer and allowing them to relax while the work is completed.

S- SAFE – Safety is our first priority. Making sure that we operate in a safe and professional manner is what matters the most. This gives our customers the confidence in the workmanship delivered by our team.

T- TRUSTWORTHY – When having contractors working on your property there is nothing more important than knowing they are honest, reliable and trustworthy. At Roofline, we have a low turnover of staff and many of the staff members have been with the company for several years. As a family-run business, many of our team are close family members, and we believe our strong ties give us the edge over our competitors.

U- UNBEATABLE – We believe that on quality of our work, quality of our product and our overall workmanship make us unbeatable on price. Our business reviews are again a testament to this.

S- SKILLED – Our team of installers has many years of experience and skills to over our customers. Many of our team members have received product-specific training from Velux, Guardian, Rubberfuse, etc. This gives us the most up-to-date skills when installing products in our customer’s homes.

Customer Process

We understand at the Roofline Replacement Company that trusting a new company can be unnerving. We want to make sure that our customers feel fully informed of our processes to make the experience as streamlined as possible.

This document is designed to help potential customers understand the process from the first contact right through to the final stages.

First contact

Customers can get in touch with us in many ways, the main ways are:

  1. Calling directly to the office 0800 074 6533 or 01455 286 975
  2. Emailing the office directly sales@rooflinereplacment.co.uk
  3. Logging an enquiry through our website rooflinereplacement.co.uk

Once first contact is made a member of the team will contact you directly and book an onsite appointment.

Onsite Appointment

All of our work requires an onsite appointment at the property to ascertain the details to create a quote.

These appointments last from 30 minutes – 60 minutes on average,  depending on the product and amount of detail the customer wants to discuss.

Quoting

Once the onsite appointment is completed, a quote will be drafted and sent out to the customer. Depending on the product quoted there may be design drawings attached with the quote.

These are usually emailed to the customer for quickness but they can be posted should the customer request this. We aim to have quotes to the customer within 7 working days of the onsite appointment.

Once the customer receives the quote we then wait for contact or we will make contact should we not hear from the customer. If the customer would like to go ahead, we move to the next phase.

Surveying

All orders are subject to a surveyor’s report. This will be arranged at the customer’s convenience. During this onsite visit, the contract will also be finalised and signed by both parties. On some occasions, the contract will be signed prior to this appointment.

Once the contract is signed and the survey completed the customer will be moved over to the fitting team who will be the customer’s point of contact moving forward.

 

 

 

 

Building Inspections/Planning Permission

In some instances, larger products such as extensions, garden rooms, or single-storey new builds may require planning permission. Installations of Guardian Warm Roof will require a building inspection usually with the local authority building control.

This is organised directly through Roofline; the customer does not have to be involved in the planning of this process. Sometimes this process can be via photos, sometimes an onsite visit is required prior to and after completion. The customer will be kept informed of this should it be applicable.

Paying a deposit

At this point, a 10% deposit is asked to be paid to secure the order and allow the company to order the products required to complete the work.

This can be paid by BACS or card payment over the phone.

Fitting

Fitting usually takes place anywhere from 4-8 weeks after the contract has been signed. This is dependent on the product purchased and the delivery time of products, so this can vary. Our fitting team will contact the customer and arrange a convenient date for both parties for the work to commence.

The team will arrive at the customer’s property with everything they need to complete the job. All aspects of the work are completed and finalised by Roofline and the customer will not be asked to be involved in the process i.e., removing rubbish, etc.

 

Completion payment

On completion, the final payment will be required. This is slightly different with some products as larger projects may require a 10% deposit, 65% payment pre-plastering, and a 25% final payment on completion.

Customers will be informed of this during the survey part of the process. Payments will be made by BACS or card payment over the phone.  On completion, the customer will receive their guarantee documentation and their final payment receipt.

After Service Care

We strive to achieve perfection every time, though we are aware that sometimes this is not always possible. Our aftercare service provides the comfort that if there is a problem, we will make sure we rectify it.

Should a customer need to log a service call this can be done by emailing kelly@rooflinereplacement.co.uk any additional evidence such as photos are always helpful to try and determine what could be the cause and any parts needed.

Service Call Procedure

At Roofline we pride ourselves in delivering outstanding aftercare for all our customers. We aim to provide the best quality and service every time, but we know that over time there may be an issue that needs looking at. This is why we provide our customers with an aftercare service to support them when needed.

The steps below should be followed if you need to log a service call:

  1. We would ask that all customer check their guarantee to make sure that the fault/problem is covered within the terms and conditions. If you are unsure, contact the office and they will be able to clarify this for you.
  1. Once confirmed that the fault falls within the guarantee the problem needs to be reported, and this must be done in writing. Please email Kelly on kelly@rooflinereplacement.co.uk
  1. The email should detail:
    1. Name
    2. Address
    3. Contact number
    4. Location of the problem
    5. Details of the fault itself
    6. Access times to the property.
  1. Once this information has been received the customer will be contacted and informed that the service call has been logged. This will either be done by email or telephone.
  1. The job will be logged as urgent or standard. This is usually defined by areas that cannot be secured via locking mechanisms or faults that will continue to cause additional damage/problems.
  1. Roofline does not have a dedicated servicing team and service calls are completed on an urgent basis. The office will coordinate with the customer to arrange a convenient time to attend. This can be done with as little as 24 hours’ notice but should this not be convenient for the customer the task will be re-allocated for a different time.
  1. Where possible Roofline will complete the repair themselves but should an outside company be needed, the customer will be informed of this, but Roofline will continue to be the first line of contact for the customer.

 

Interested in our Roofline Products?

Feel free to get in touch and we will be able to provide you with a free no obligation quotation.