Last updated: 1 January 2026
The internal standards I hold myself to on every Stonebridge Builds project: conduct, communication, customer care and transparency.
1. Purpose
These Service Standards describe the standards of professional conduct, communication, customer care and transparency I commit to on every Stonebridge Builds project. They are an internal commitment as much as an external one and they set the bar against which my own delivery should be judged.
2. Professional Conduct
- I represent Stonebridge Builds in person on every project and take personal responsibility for the work delivered.
- I treat every property as if it were my own home — clean working practices, respectful of the household and considerate of neighbours.
- I operate within the boundaries of my professional competence and decline work that falls outside it.
- I hold appropriate insurance cover for the work I deliver.
3. Communication Expectations
- I respond to enquiries within one business day, Monday to Friday.
- I confirm material decisions in writing so there is a clear record.
- I provide proactive updates at meaningful milestones during a project.
- If something needs to change, I tell you as soon as I know — not after the fact.
4. Customer Care Standards
- Every project ends with a completion review where you walk the work with me.
- Snags raised during the completion review are resolved before the project closes.
- Complaints are handled under the formal Complaints Procedure published on this website.
- I aim to leave every property cleaner and more functional than I found it.
5. Transparency Principles
- Scope is agreed in writing before any work begins.
- Pricing is fixed against the agreed scope and is not changed without your written agreement.
- Variations are documented as variations — never absorbed silently.
- Invoices are itemised and tied back to the agreed scope and any approved variations.
- Any limitations on what I can deliver are made clear up front rather than discovered later.
6. Holding Me To These Standards
If at any point a Stonebridge Builds engagement is falling short of the standards above, please tell me. The fastest route is a direct email to info@stonebridgebuilds.co.uk. Where the concern cannot be resolved directly, the Complaints Procedure provides a structured escalation path.