Our workmanship guarantee

The guarantee is a 10-year workmanship guarantee, in writing. It is given by Fairview Folkestone Roofing itself, which makes it a promise from the firm that did the work, not a policy issued by a third party.

Workmanship means how the job was done: how a tile was fixed, how a flashing was dressed, how a joint was made, how a fall was set on a flat roof. If something we installed fails because of the way we installed it, we put it right.

Because it is written down, you hold the terms yourself. Nobody has to remember what was said on a doorstep.

It follows the work we carry out on your roof. Read it as a guarantee about our hands, and keep these differences in mind.

• Covered: a fault that traces back to how we carried out the work we were paid to do.
• A later storm, a blocked gutter nobody has cleared, or another trade working on the roof afterwards is a different matter from our workmanship.
• A part of the roof we were not asked to touch sits outside the job, even if it is next to a part we did.

Your written terms set out the detail for your job, and that document is the one to rely on if it says anything more specific than this page.

How long a roof covering lasts is a separate question from whether the work was done properly. Typical lifespans come from third parties and always carry a hedge. MyJobQuote, for instance, says correctly installed lead flashing can last for over 80 years. That is a typical life for a material fitted well, and nothing in the workmanship guarantee promises it.

The guarantee is also not a manufacturer's product warranty. If a product has its own terms from its maker, those come from the maker and not from us.

1. Call 01303 476263, or write to info@fairviewfolkestoneroofing.co.uk, with your address and the date of the work.
2. Tell us what you can see, and send photos if you can. A photo of the inside ceiling and one of the roof outside help most.
3. We arrange to look at the roof and confirm in writing what we found.
4. Where the fault is in our workmanship, we agree the repair with you and carry it out.

If you are unhappy with how a claim has gone, the complaints page sets out the next steps.

Nothing here takes away your legal rights as a consumer. Under section 49 of the Consumer Rights Act 2015, every contract to supply a service is treated as including a term that the trader must perform the service with reasonable care and skill. You can read the section on legislation.gov.uk.

If you sign a contract at home after our survey, you also have 14 days to cancel it, and work starts sooner only if you ask in writing. There is no cancellation right for an urgent repair visit you asked us to make.

For free, independent advice about a consumer problem, the Citizens Advice consumer helpline is 0808 223 1133.