Author: nickourlocalexpert

OurLocalExpert is advertising by invitation only – we reserve the right to decide who we invite to feature in the guide.

We aim to celebrate local independent businesses who provide good quality service at fair prices. Readers of OurLocalExpert are asked to contact us with feedback about the businesses we feature.

When we receive negative feedback we try to listen to both sides and make a fair judgement. We hope complaints can be resolved by the business in question, and sometimes our involvement can help a resolution to be reached.

We encourage readers to provide their contact details and to provide evidence to accompany the complaint. We ask readers to let us share their feedback with the business in question so that we can hear both sides of the story, but this isn’t always possible.

As well as customer feedback and feedback from the business in question, we also consider feedback from previous customers, and anecdotal feedback from other businesses in OurLocalExpert.

We understand most complaints arise from incorrect expectations from one or both parties, or from a breakdown of communication.

We understand there are such things as bad customers.

We understand there are times when things go wrong, but we believe a business proves its commitment to good customer service by how it reacts to these circumstances.

We will feature a business in OurLocalExpert when we believe the next customer will receive good quality service at a fair price.

We will exclude a business from OurLocalExpert when we aren’t confident that the next customer will receive good quality service at a fair price.

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If we receive a complaint or poor feedback about a business in OurLocalExpert:

• We consider the severity of the complaint. A business may be removed from the OurLocalExpert website with immediate effect.
• We contact the customer and ask if they are happy for us to discuss their complaint with the business. If the customer gives us permission, we discuss the complaint with both parties. We encourage communication between both parties to achieve resolution.
• We consider if our understanding of the feedback justifies removal of the business from our guide. If we have any doubt we are more likely to favour the side of the customer and remove a business from the guide. The negative review will not be published.

A business will be removed from OurLocalExert if we believe:

• There has been any malpractice, such as harassing a customer for cash payment, suggesting further work that is not necessary or asking for full payment up front.
• The customer has been overcharged (we expect all businesses to provide detailed estimates for any major work).
• There has been poor workmanship or demonstrable incompetence.
• There is a pattern of poor customer service demonstrated by the business.

If we have good faith that a business usually delivers high levels of customer service and workmanship, we ask for three recent customers to speak to by telephone. We have more confidence in businesses who already have a high number of reviews, and with businesses who have featured in OurLocalExpert over a number of years without complaints.

Where a business continues to feature in the guide despite negative feedback, we like to publish the original complaint with a summary of our investigation.

We explain why we continue to feature the business in question. This reassures our readers that we act on their feedback. This also demonstrates our commitment to the quality of service provided by the business in question.

1. Before work begins – check legal requirements

Building regulations are minimum standards to make sure your building is safe after work has been completed.
Planning permission is to control what is built where. Without a planning system, everyone could construct buildings or use land in any way they wanted, no matter what effect this would have on other local people.

Building regulations approval is required for most new buildings, extensions and usually required for internal work such as removing a load bearing wall or converting a garage.
You can contact your local Building Control department free of charge to obtain up to date information and advice (see contact details in the table below) or you can use a private company like London Building Control (who have been highly recommended to us).

London Building Control – Registered Building Control Approver

Planning permission is usually required for most new buildings, for major changes to existing buildings and in areas where your permitted development rights have been removed.

Note that Building Regulations and Planning Permission are totally separate. If you decide to sell your house in the future, your buyer’s solicitor will ask for a copy of all Building Regulations and Planning consents. If you don’t have these, it could hold up or even stop the sale of your house.

Many changes to your electrical wiring installations require approval under ‘Part P’ of Building Control. This includes all work in special locations within bathrooms, any new circuits and the replacement of a consumer unit (fuse box). An electrician registered for Part P will be able to self-certify the work without the need for a Building Control application.

Building regulations will apply if you want to install or move a domestic boiler. You do not need to make an application if you use a registered installer who can self-certify. Gas boilers can only be moved or installed by GASsafe registered installers.

Installing replacement windows and doors requires an application for building regulations unless your installer is registered with FENSA (or there are many other self-certification schemes for these works).

Renovating a thermal element (like a window, roof, or external wall) now requires approval and you will be required to upgrade the thermal efficiency of the part of the building you are working on. For example, replacing roof tiles will require additional roof insulation, and re-rendering an outside wall may require additional wall insulation.

You also need to consider if your planned work has implications on your neighbours. Even excavations within 6m of your neighbour’s property might be affected by the Party Wall Act. You can download or ask for a printed guidance note on the Party Wall Act from your local Building Control department (see contact details below).

For more information and guidance see the excellent ‘interactive house’ and ‘mini guides’ at https://interactive.planningportal.co.uk or use the contact details below:

City or District Council	Building control	Planning
East Devon	Click here for Local Authority Building Control in East Devon	Click here for Local Authority Planning in East Devon
Exeter	Click here for Local Authority Building Control in Exeter	Click here for Local Authority Planning in Exeter
Mid Devon	Click here for Local Authority Building Control in Mid Devon (via NMD Building Control)	Click here for Local Authority Planning in Mid Devon
Teignbridge	Click here for Local Authority Building Control in Teignbridge (via Devon Building Control) Or email: mail@devonbuildingcontrol.gov.uk or call: 01626 215793	Click here for Local Authority Planning in Teignbridge
Torbay	Click here for Local Authority Building Control in Torbay	Click here for Local Authority Planning in Torbay
Somerset	Click here for Local Authority Building Control in Somerset	Click here for Local Authority Planning in Somerset

2. Use a recommended tradesperson

Our Local Expert is based entirely on local recommendations. You can also ask neighbours and local friends for recommendations. You can look on local social media for recommendations, but watch out for recommendations from partners, family members and friends!
Ask to see your chosen tradesperson’s Public Liability Insurance (and check the expiry date). This should be up to at least £500,000. Ask if they have done any work locally that you can visit.

3 – Get a written quotation, on headed paper (as opposed to an ‘estimate’)

Cheaper is not necessarily better, especially if it means you will need the work to be done again in a few years’ time. Cheaper may mean corners are being cut, or that parts used are of a lower standard. Don’t be surprised if you have to pay more, or if you have to wait for a good quality contractor. Compare several quotes and ask why the prices differ. Check if VAT is included (on both work and materials), and if there is a call out charge. Check if any guarantees are insurance-backed (this means the insurance will still be valid if the business should fold).

4. Agree a written contract

Agree a written scope of work, based on the quotation you choose. Ensure it details all the work required, including the removal of earth and waste materials if applicable. Ensure that the contract estimates the time taken.

5. Agree staged payments in advance

Try to agree your first payment to coincide with materials delivered on site, and agree your final stage payment only once you are happy to sign off the completed work.

6. Budget 15% over the quoted price

This will allow for unforeseen problems, or any extra work that you may require mid-way through the project.

7. Agree changes with project manager

For large projects, any changes made by you or the contractor should be detailed in writing. Agree these with the project manager, not one of the staff. Make sure you understand the cost implications of any changes.

8. Ask for a receipt when paying

Be sure you can track all payments at all stages, and always ask for a receipt if paying cash. No paperwork means no guarantee.

9. Who to contact should a problem arise

If your work fails to meet your expectations and you are not happy with the response from your chosen tradesperson, or to resolve a dispute, we recommend that you liaise directly with Citizens Advice ‘Consumer Service’: Call 0808 223 1133
Or see:
https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

Our Local Expert is always keen to hear feedback on the businesses we feature, so that we can maintain our high quality standards.
Contact us via www.OurLocalExpert.co.uk, or by calling 01392 340304. 01395 209911 01626 249979 or 01823 218222.