One of the most frequent questions we encounter during an initial consultation isn’t about tiles or taps. It is simply: “What is your guarantee?” We know from experience that when a homeowner asks this, they aren’t usually looking for a legal definition.
They are asking a much deeper, more emotional question. “If something goes wrong in eighteen months, will you come back? Or am I going to be left on my own?”
This fear is completely valid. We have all heard the horror stories of the “ghosting” builder who is charming until the final invoice is paid, only to vanish the moment a leak appears a year later.
To give you true peace of mind, you need to know exactly where you stand before the work even begins.
Key Takeaways
- Two distinct types of protection exist: It is vital to distinguish between the manufacturer’s warranty (for the product) and the installer’s guarantee (for the workmanship).
- Workmanship covers the installation: This includes leaks due to poor installation, loose fittings, and tiling issues caused by how they were fitted.
- Exclusions are standard: Normal wear and tear, accidental damage, and pre-existing issues in older properties are typically not covered.
- Why we offer three years: Our “character first” hiring policy gives us the confidence to offer a three-year labour guarantee, which is significantly longer than the industry standard of twelve months.
The Two Pillars of Protection: Workmanship vs. Products
The first thing to understand is that your protection rests on two separate pillars. Confusing these two is the source of most frustration for homeowners.
1. The Manufacturer’s Warranty (The Product)
This covers the actual items you buy: the oven, the shower valve, the taps, or the kitchen cabinets.
If a component within your expensive new shower mixer fails due to a manufacturing fault, that should be covered by the manufacturer’s warranty.
2. The Workmanship Guarantee (The Installation)
This is what the installer provides. It covers the way those products were fitted.
It is a promise that the work was carried out with “reasonable care and skill,” as required by the Consumer Rights Act 2015.
The “Tile Analogy”
Here is the simplest way to view the difference:
- If a tile falls off the wall because the wrong adhesive was used or the wall wasn’t primed correctly, that is a workmanship issue. It is the installer’s responsibility to fix it.
- If the glaze on that same tile starts to crack and peel a year later due to a factory defect, that is a product issue. This should be covered by the tile manufacturer.
What a Good Workmanship Guarantee Should Cover (The Inclusions)
When you hire a professional team, you are paying for the assurance that the “seen and unseen” quality is up to standard.
A robust workmanship guarantee should cover any defect that arises directly from the installation process. Specifically, this includes:
- Leaks: This is the big one. Any leak from poorly fitted pipe joints, waste pipes, or connections to taps and toilets that were fitted by the installer must be covered.
- Fittings and Fixtures: If a basin comes loose from the wall, a kitchen cabinet door drops because it wasn’t hung correctly, or a poorly fitted radiator leaks at the valve, this is down to workmanship.
- Tiling and Seals: Tiles should not come loose. Grout should not crack due to poor application. Crucially, the silicone seals around baths and showers must be watertight. If a seal fails due to poor application and causes water ingress, the installer should put it right. For more details on leak prevention, see our guide on what causes bathroom leaks.
- Electrical and Plumbing Connections: If a washing machine vibrates excessively because it wasn’t levelled, or a light fitting flickers due to a loose wire, these are installation faults.
The Hard Truth: What Is Excluded?
We know we aren’t the cheapest option, which, to be perfectly honest, is something we are upfront about. Part of that transparency involves being clear about what a guarantee does not cover.
A guarantee is not a blanket insurance policy for everything that happens in your house. There are reasonable exclusions that you need to be aware of. Understanding these can help you avoid common hidden renovation costs.
Product Failure
If your oven packs up or a pump fails, that is not a workmanship issue. While a good installer will help you diagnose the problem and perhaps assist with the paperwork, the liability lies with the manufacturer.
This is why we always recommend buying from reputable brands with their own solid customer support.
Wear and Tear
Your kitchen and bathroom are high-traffic areas. Over time, silicone sealant may discolour, a worktop might pick up light scratches, or a painted surface might fade.
This is normal degradation and is generally not covered by an installation guarantee.
Accidental Damage and Misuse
If a heavy perfume bottle is dropped and cracks a sink, or if an abrasive cleaner strips the chrome off your taps against the manufacturer’s advice, this is accidental damage.
It is frustrating, but it is not the fault of the fitter.
Pre-existing Issues
This is common in older Surrey properties. If we renovate a bathroom but connect to old, existing pipework under the floorboards that wasn’t part of the quote, and that old pipe subsequently bursts, it would not be covered by the new installation guarantee.
The Thomson Properties Difference: Why We Offer 3 Years
In the UK building trade, a 12-month guarantee is the standard. Many “one-man bands” operate on a verbal promise that is only as good as their willingness to answer the phone.
We take a different approach. We offer a three-year labour guarantee on all new installations.
You might wonder why we offer three times the industry average. It comes down to confidence in two areas.
Our “Character First” Hiring Policy
We don’t just trust our process; we trust the people we hire to execute it. We hire for character first and skill second.
Because our team cares about your home, they don’t cut corners. They ensure the clips on the pipes behind the wall are secure and the waterproofing is meticulous.
We know from experience that getting the right people ensures the work is done right, so we are happy to guarantee it for longer. This focus on character is why many describe our team as a pleasure to have around.
Unseen Quality
We focus obsessively on the quality you can’t see. The strength of the subfloor, the precision of the pipework, and the waterproofing behind the tiles. Because we get these foundations right, we rarely have to go back.
Consider the experience of Paul Higgins. When we first quoted for his en-suite bathroom, he was impressed by our “advice on materials without any pressure”.
Following the completion of the “outstanding” job, he specifically highlighted our after-care service, noting that “nothing is too much trouble.”
That level of trust led him to hire us again for his main bathroom, confident that our commitment doesn’t end when the invoice is paid.
The Safety Net: Insurance-Backed Guarantees (IBG)
For ultimate peace of mind, we also offer an Insurance-Backed Guarantee for a nominal fee.
This is a separate insurance policy that honours our guarantee even in the unlikely event that we cease trading. It is the “belt and braces” approach for the risk-averse homeowner.
What Happens If Something Goes Wrong?
Let’s look at a real-world scenario. It is two years after your renovation. You notice a small drip under the sink.
If you used a generic builder, you might worry about calling them. Will they answer? Will they say it’s out of warranty?
With us, the process is simple. You call the office. Victoria or Shannon picks up. We arrange a time to come out and assess it.
If it is a workmanship issue, we fix it. Free of charge. No arguments.
If it turns out to be a faulty product or accidental damage, we will still help you. We can advise on the fix or carry out the repair at our standard hourly rate. You are never left to figure it out alone.
Summary: Peace of Mind is the Goal
A guarantee is more than just a piece of paper. It is a proxy for the company’s confidence in their own work.
If you are comparing quotes, check if the details are written down in a formal document like a Charter, verify if the duration extends beyond the standard 12 months, and ensure they are transparent about the scope of what is and isn’t covered.
We know from experience that our clients want to enjoy their new spaces without any concerns. By providing a clear, robust, three-year guarantee, we ensure that the only thing you need to worry about is which bubble bath to use.
If you are in Cranleigh or the surrounding areas and want to discuss a project with a team that stands behind their work, please give us a call.
