If you are considering a significant renovation for your home, you are likely doing your homework by reading reviews, comparing quotes, and trying to get a feel for who you can trust. In our experience, savvy homeowners aren’t just looking for the five-star ratings. You are looking for the one-star reviews because you want to know the “catch” and if a company is truly the right fit before you hand over the keys to your home.
Writing a review of our own company might seem unusual, but we believe that radical honesty is the only way to build genuine trust. We know we are not the right company for everyone as we have a specific way of working that isn’t suitable for every homeowner. This article offers an honest look at Thomson Properties, covering what our customers love, the specific reasons why we might not be the right fit for you, and exactly who gets the most value from our service.
Key Takeaways
- We are not the cheapest: We offer a premium, fully managed service that prioritises peace of mind over the lowest possible price.
- You buy the goods: We operate a labour-only model, meaning you have the freedom (and responsibility) to source your own kitchen or bathroom suite.
- Obsessive tidiness: We treat your home as your “sanctuary” and have strict protocols for cleanliness and conduct.
- Guaranteed quality: We provide a three-year labour guarantee and never disappear if issues arise.
The Good: What our customers value the most
We have analysed hundreds of our customer reviews across Checkatrade, Houzz, and Google to identify the specific themes that come up time and again. We analysed 100 customer reviews to better understand these recurring themes and what people value most. These are the areas where we strive to excel.
Respect for your Sanctuary
The most common feedback we receive isn’t actually about plumbing or tiling, but about how our team treats the home.
We operate on a philosophy of “character first, skill second” because we believe that a renovation shouldn’t turn your home into a chaotic building site. To ensure we find a builder who will genuinely respect your home, we prioritise hiring professionals who align with these core values.
Our clients consistently appreciate our obsession with tidiness. We use dust sheets and floor protectors, and we have a non-negotiable rule to hoover all the way to the front door at the end of every day. Our goal is to leave your home cleaner than we found it.
Many reviews mention that our team members were “a pleasure to have around” and that they “missed them when they were gone.”
For us, this is the highest compliment because it means we respected your home. You can discover more about why our customers feel this way in our article on why our team is ‘a pleasure to have around’.
Certainty and communication
Renovation anxiety is real, and the fear of a builder disappearing mid-project is common.
We tackle this with a structured, managed process where we don’t stop until the job is finished. We also provide daily video updates via WhatsApp from our fitters to our management team, allowing us to monitor progress and quality without you having to chase us. To understand what effective updates look like, read our guide on what good day-to-day communication from a builder looks like.
Quality you can see (and quality you can’t)
We pride ourselves on the finish, aiming for a “hotel bathroom” standard regarding the neatness of the silicone or the alignment of the tiles.
However, we place just as much emphasis on the “unseen” quality. This is the work behind the walls and under the floors: the waterproofing, the pipework, and the structural support.
Our clients value the reassurance that the work is built to last. A perfect example of this value perception comes from Richard Leathem, a solicitor in Cranleigh who hired us to construct two bathrooms and a drainage system.
Given his profession, Richard has significant experience with building disputes and standards of work, so his perspective carried significant weight. He described the job as “perfect” and the staff as “genuinely skilled,” but his feedback on the cost was most telling.
He noted that even if you find we are the most expensive quote, we are “well worth it.” This endorsement validates our belief that premium quality prevents future costs and headaches. If you are wondering about the costs involved, we break down what a realistic budget for a quality bathroom refurbishment in Cranleigh looks like.
The “Bad”: Why we might not be right for you
To be perfectly honest, there are aspects of our service model that can cause friction if they are not fully understood from the start. It is important you know these potential drawbacks to decide if we align with your needs.
1. We are not the cheapest option
If your primary goal is to get the lowest possible price for your renovation, we are not the right fit for you.
We employ a professional, multi-skilled team, maintain a manned office to answer your calls, carry full insurance, and offer a robust guarantee. All of this overhead ensures a stress-free, reliable service, but it also means our labour estimates will be higher than a “one-man band” or a budget operator.
We believe you pay for peace of mind and certainty. For a deeper dive into our pricing structure, read our article on why we aren’t the cheapest renovation service.
2. Our “Labour-Only” model requires your input
We operate as a comprehensive installation service, meaning we supply the skilled labour, standard building materials, and rubbish removal. However, you are responsible for purchasing the main “big ticket” items like kitchen units, bathroom suites, and tiles.
While this gives you total freedom to buy from any supplier, it also means you are responsible for the logistics. If you order the wrong tap, or if your tile delivery is late, work on-site may have to stop entirely.
We cannot simply switch to another job for a few hours. This requires a level of discipline and organisation from you to ensure materials are on-site before we start, otherwise, the schedule (and potentially the budget) will be impacted. If you’re unsure which service model suits you best, check out our comparison of Labour-Only vs. All-Inclusive Quotes.
3. Our strict process on “Unforeseen Works”
We are transparent about costs and do not like surprises. However, renovations in older Surrey properties can uncover hidden issues like rotten floorboards or dodgy wiring.
If we find a significant issue, we stop, inform you immediately, and provide a price to fix it. We will not proceed without your written consent. While this protects you from unauthorised bills, it means the final cost can go up if your home has hidden secrets, and it requires you to have a contingency budget. To prepare for this, read about the typical hidden extras that push renovation costs higher.
4. The “Builder’s Finish”
It is important to note that unless explicitly agreed otherwise, our plastering is left to a “builder’s finish.” This means the walls are smooth and ready for a decorator, but they may need minor filling or caulking before painting.
Some clients expect a “ready to paint” surface immediately, so we are clear about this in our Charter document to avoid disappointment.
Who is Thomson Properties a PERFECT fit for?
We have found that we work best with a specific type of homeowner. You are likely a perfect fit for us if:
- You value peace of mind above all else: You are risk-averse and willing to invest in a professional team to ensure you avoid the horror stories of cowboy builders.
- You live in our local area: We work predominantly in Cranleigh, Guildford, Godalming, Haslemere, Horsham, and the surrounding villages.
- You want freedom of choice: You want to choose your own specific tiles, taps, and kitchen units without being tied to a builder’s limited catalogue.
- You appreciate process: You are happy to read our Charter and appreciate a structured approach to payments and schedules.
- You respect your home: You care about tidiness and want a team that will treat your property with the greatest respect.
Who are we NOT a fit for?
Conversely, we are probably not the right company for you if:
- Price is your only consideration: If you are looking for a “bargain” renovation, our level of service and infrastructure will likely make us too expensive.
- You want a “hands-off” supply service: If you do not want to be involved in choosing or ordering your bathroom suite or kitchen units, a full turnkey design-and-supply company is a better route.
- You are disorganised: Because we rely on you to have your chosen items on-site for the start date, disorganisation can lead to delays and extra costs.
When things go wrong: How we handle mistakes
We strive for perfection, but at the end of the day, we are human. Construction is complex and occasionally things can go wrong, such as a pipe having a slow leak or a drawer needing adjustment.
We feel that a true test of a company is not whether they make mistakes, but how they handle them. If there is an issue with our workmanship, we own it. We offer a three-year labour guarantee on all new installations, meaning if a problem arises due to our work within that time, we come back and fix it free of charge.
We have a manned office and a physical address, so unlike a mobile sole trader who might disappear when there is a problem, we are always contactable. We encourage you to report any “snags” immediately because we would rather return to tweak a cupboard door than have you looking at it in annoyance for months. To understand exactly what is and isn’t included, read our guide on what a renovation guarantee actually covers.
Summary
We hope this honest review helps you decide if Thomson Properties is the right partner for your project. If you are looking for the cheapest quote or if you want a company to buy every single nut and bolt for you, we might not be the best match.
However, if you are looking for a reliable, respectful, and professional team to transform your home with zero stress and a guaranteed finish, we would love to speak with you.
If you reside in Cranleigh or the surrounding areas and feel we are a good fit, please get in touch to discuss your project.
