Useful Questions & Answers

Here are some helpful answers to common questions regarding our current service times:

What happens next after I have paid my deposit?

After we have acknowledged receipt of your deposit payment you will receive a call from our Customer Team who will need to check your order details with you and some practical questions regarding logistics of our installation. We will then be in a position to book in a specification surveyor to come to visit your property to complete the detailed technical survey required for us to complete your installation.


Awaiting a Specification Survey date? 

We are currently booking specification surveys in for those customers who placed their order (and paid their full 50% deposit) 12 weeks ago or earlier.  If your order was placed after that time we will be in touch to book your survey in good time for your installation.


Specification survey completed and awaiting an installation date? 

Following your specification survey we will report back to you within 3 to 4 weeks to confirm findings and next steps.

Unless there are changes to your scope of works we will then be able to firm up plans for your installation.

Where you have requested changes to your scope of works at specification survey stage we will provide a revised quotation for your approval before we can schedule your installation.

We are working hard to recruit and train additional teams of craftsmen to the skill level required to provide specialist installations in period properties to meet the explosion in demand. Despite this our lead times are longer 6 months in most areas.

Please advise us if you have any known date restrictions as soon as possible to factor into our scheduling.


Have an installation date planned in already? 

We will be in touch the week before your installation date to confirm the arrival time of our craftsmen and to take any final access instructions . If you’d like to prepare for our arrival you can find our Customer Preparation advice here .


Can you guarantee our installation dates once notified?

Please note that the bespoke nature of our work in what are often unusual and very individual heritage buildings can result in installations taking longer, (although some also sometimes finish earlier than scheduled).

We will always work to complete the last project before moving on to the next one and that can, in the normal course of our work, result in late changes to our schedules. We try our best to avoid such changes and minimise inconvenience as much as possible but the unpredictable nature of our work is such that we may need to request your understanding should this happen. Your quotation will have already included a 2.5% discount in recognition and thanks for your agreement to flexibility in this respect.

In addition to this usual unpredictability, we continue to be affected by extraordinary circumstances which are beyond our control such as customers and staff suffering periods of Covid isolation. Our planning can also be effected by extreme weather conditions and supply chain problems which impact the availability of materials. In these cases changes to planned installation dates are often unavoidable.

We thank you for your patience and understanding in the event that we are forced to let you know about changes to our installation scheduling. Please rest assured that as an eco-company founded to take practical action on climate change, our commitment to insulating Britain’s period and listed properties is unswerving and we are using our very best efforts to provide the best possible service to all of our customers.