Frequently asked questions (FAQs) about our roofing services.
Your Quotation
What’s included in the quotation?
The cost of labour, materials and the removal of all waste, together with the full extent of the proposed works and the materials to be used. When comparing quotations, check the scope of works and the specified materials carefully – two prices are rarely for the same job, and the devil is in the detail.
Is your quotation a fixed price, and how long is it valid?
Yes – we provide fixed-price quotations, not estimates. The price covers the full scope of works and the specified materials, and it will not change unless the scope changes (see “Will there be any additional costs?”). Because materials prices can move, our quotations are valid for 28 days from the date of issue; if you accept after that, we may need to reconfirm the price before booking the work.
Why is scaffolding required? Some quotations I have received don’t include it
Scaffolding is often required to complete the work safely. Where it is needed, we source it through an independent supplier who erects to NASC TG20:21 standards, so safety requirements are met.
We recognise this can add to the cost, but the health and safety of our employees, our customers and the public comes first – and cutting corners on current Health & Safety legislation can expose a contractor to prosecution with unlimited fines. If a quotation you are comparing doesn’t include scaffolding, it is worth asking how the work will be carried out safely without it.
Will I need planning permission?
Rarely, for roofing. Replacing a roof covering on a like-for-like basis does not normally need planning permission – Building Regulations are the relevant approval, and we handle that for you (see below). Planning permission can apply where the roof’s appearance changes materially, or where the property is listed or in a conservation area. If we believe your project may need it, we will tell you at quotation stage.
Do I need Building Regulation approval to replace the roof covering on my house?
If you are replacing or repairing more than half the roof area, the work is notifiable under the Building Regulations, which set thermal-efficiency (U-value) requirements for the renovated roof – the current standards are in Approved Document L, Volume 1: Dwellings. As an NFRC Competent Person Scheme registered contractor we handle this for you: we self-certify compliance and your certificate is issued on completion, with no local authority application, delay or fee.
Even where less than half the roof is being renewed, upgrading the insulation at the same time often makes good economic and practical sense.
Paying for the work
Will a deposit be required for the works?
Sometimes, where there is a significant materials cost to meet shortly before work starts. If a deposit applies, it is agreed with you and itemised in your quotation – amount and date – before you sign. Nothing is added afterwards.
Will stage payments be required?
On larger projects, stage payments help spread the cost of materials, scaffolding and labour as the work progresses. Like any deposit, they are proportionate to the overall price and itemised in your quotation – description, date and amount – before you sign. The final payment is always invoiced after the work has been completed.
How can I make payment?
To keep our quotations competitive we accept payment by bank transfer only; we do not currently take cheques or debit/credit cards.
For your security, our bank details are printed on your invoice and will never change by email. If you ever receive an email telling you our bank details have changed, do not pay – telephone us first on the number on this sheet
Can I change my mind after signing?
Yes. Where you agree a contract with us at your home, you have a legal right to cancel within 14 days under the Consumer Contracts Regulations 2013, and we provide the cancellation details with your quotation. If you ask us in writing to begin within that period, you can still cancel but will be charged fairly for any work done and materials ordered up to that point. You lose nothing by taking your time to decide.
Will there be any additional costs?
Refurbishment work can sometimes uncover unforeseen problems – for example, lifting an existing flat roof covering and finding issues with the structure beneath. If that happens we stop, show you what we have found, and agree any additional cost with you before continuing; any variation is confirmed in writing. We do our utmost to signpost potential problems at quotation stage, and in practice this arises on fewer than 5% of our projects.
While we’re on site
How long will the work take, and what should I expect?
Your quotation states how long we expect the works to take. Roofing is weather-dependent, so bad weather can occasionally extend a project – but your roof is always left watertight at the end of each day. We will agree access, parking and any skip or scaffolding positions with you before we start, and we protect gardens, driveways and surrounding areas while we work. You do not need to be at home while the works are carried out.
On rare occasions, nesting birds or bats (which are legally protected) can affect when roof work may start; if we spot signs of either, we will discuss the options with you.
Are all your employees trained in Health and Safety requirements?
Yes – given the inherent risks of working at height, we take this very seriously. Our team is fully trained for working at heights, covering the legislation, working-at-height procedures, work platforms, ladders and trestles, and safe roof work.
We are Asbestos Aware certified, in accordance with Regulation 10 of the Control of Asbestos Regulations 2012 and the supporting ACOP L143. Our team’s training also covers the safe use of abrasive wheels – the cutting and grinding tools used in roofing – manual handling, and workplace first aid.
Are you fully insured?
Yes. We carry £5 million public liability insurance – covering injury, disease or damage to people we do not employ, such as you and your visitors – and £10 million employers’ liability insurance covering our own team. A certificate is available on request.
How is roof waste disposed of?
All waste removal is included in our price. We are registered with the Environment Agency as an upper tier waste carrier (No. CBDU652967), which permits us to carry waste from site, and we dispose of it through licensed waste management facilities using skips sited at our premises.
Your guarantee, and who stands behind us
Will the work have a guarantee?
Yes – every job carries a written workmanship guarantee: 2 years on repairs, 5 years on partial replacements, and 10 years on re-roofs and new roof coverings. On work over £500 (plus VAT), your guarantee is also backed by insurance at no extra cost, so you stay protected even if we were ever to cease trading. Your quotation states exactly what applies, and your guarantee documents are issued on completion.
The materials and roof coverings we use carry their own manufacturer guarantees – typically 10 to 25 years – confirmed at quotation stage.
Is my guarantee transferable if I sell my home?
Yes. Our guarantees relate to the property, not just to you: the written guarantee is transferable to the new owner, and any insurance-backed guarantee transfers with it – simply pass your guarantee documents and the insurance policy to the buyer when you sell. This can be a genuine selling point when the time comes to move.
Why use an NFRC Competent Person Scheme Registered Contractor?
When refurbishing your roof you want to be sure the company carrying out the work will not only do a good job, but that your legal obligations are met too. As an NFRC Competent Person Scheme (CPS) registered contractor, Benjamin James Roofing is continuously audited against a robust set of criteria, including a financial check, office audit and site inspection. For you, that means an all-in-one service on notifiable work – no Building Control application, delay or fee – with your compliance certificate issued automatically on completion. We are also listed by local authorities as an NFRC CPS registered contractor.
What is TrustMark, and why does it matter?
TrustMark is the Government-endorsed quality scheme for work carried out in and around the home. To hold TrustMark registration a business must be vetted and continuously monitored for technical competence, fair trading practices, customer care and financial stability. Benjamin James Roofing is TrustMark registered (licence number 4273942) through NFRC as our scheme provider – so you get the reassurance of both the roofing industry’s leading trade association and the Government’s own quality mark, including access to independent dispute resolution should you ever need it.
What if something goes wrong?
Tell us – we would rather hear about it straight away. Every complaint is acknowledged within 7 working days, and we will work with you to put things right. In the unlikely event we cannot resolve matters between us, you can ask NFRC to mediate (a free service for customers of NFRC members, which uses Qure Group as its approved dispute resolution provider) and, beyond that, refer the matter to the Dispute Resolution Ombudsman through our TrustMark registration – an independent scheme approved by the Chartered Trading Standards Institute that is free for you to use and whose decision, if you accept it, is binding on us. Full details are at benjaminjamesroofing.co.uk/complaints.
Replacing a section of the roof.
Reliable, great quality, very professional team. Ben came out to assess the problem, explained what was required, sent quote, dropped off sample tile as promised, and then his team completed the work on time and without fuss. Kept us informed throughout the job, showing us the damage and explaining exactly what was required. We were very impressed with every aspect of the work, everything left tidy afterwards too. Thank you Ben, Dave and the team. We wouldn’t hesitate to recommend these guys.
Adam Gibbons
Tiled a complicated extension and 2 front porches
Exceptional! I’ve used roofers before on building projects, but Benjamin James is by far the best. All the staff were customer-friendly and the quality of the workmanship and tidiness was exceptional. They gave me peace of mind so I could leave them to it without worry. One of the best trades I’ve come across. An absolute pleasure to deal with from start to finish. Professional, competitively priced and really polite. Would absolutely recommend.
Darren Hamblin
Replaced the entire roof on our house.
Having used Ben on smaller jobs in the past we were very confident he was the man to take on the much larger job of sympathetically replacing our roof in keeping with the age of our house (several centuries old). Despite many tricky sections where different elevations met, plus two flat roofs, dormer windows and a balcony to contend with, Ben and his team did a brilliant job. Ben’s communication was great right from very early planning/quoting stages right through to the end. He and all his guys were very reliable, polite and dependable. We are extremely happy with the end result.
Graham & Rowan Turrell
Replace 25 year old felt on flat roof house extension.
Upgraded to a modern rubber roof system with purpose designed edging and trims; ventilation was incorporated on Ben and Dave’s advice. The finished job looks terrific, and so much better than before. Work was done efficiently, care was taken with the house’s wall coating, and all rubbish was cleared off site. All the workers were a pleasure to have around. Would definitely recommend BJ Roofing.
Patt Jeffcoate
Removal and reinstallation of extension roof.
Extremely professional from first contact quote through to completion of the job. The team on site were thoughtful and polite and kept me updated on the progress of the work. Would not hesitate to recommend.
Zoe Green
Approved Installers
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