Our process
How a project actually runs
Renovation goes wrong in the gaps — between what was quoted and what was meant, between trades, between what you expected and what was written down. Our process exists to close those gaps. Here is every stage, what happens in it, and roughly how long it takes.
Stage 01
Enquiry
Initial inquiry
Reply within one working day
Send a description, photographs, measurements, a plan, or all four. The more we have at this point, the more useful our first reply is.
Discovery call
20–30 minutes
A short conversation about what you want, what your constraints are, and whether the project is a good fit for us. We will say so if it is not.
Stage 02
Assessment
On-site assessment
45–90 minutes on site
We look at the substrate, the floor structure, the drainage, the ventilation, and the access. This is where curbless feasibility, deflection, and hidden risk are established.
Measurements
Same visit where possible
Room measured properly, wall planes recorded, and floor levels taken. Openings for windows and doors are scheduled individually rather than counted.
Stage 03
Planning
Material and design direction
1–3 weeks, driven by decisions
Format, layout, and material options with full-size samples. We will tell you which combinations we would not build and why.
Scope development
A few days
The preparation work is written down: levelling, stiffening, re-planing, ventilation, blocking. This is the part most quotes leave vague.
Stage 04
Agreement
Proposal
Valid for a stated period
A written proposal with the scope, the exclusions, the sequence, and a staged payment schedule tied to stages of work rather than to calendar dates.
Agreement and deposit
Signed scope, agreed schedule, and a deposit that funds material ordering. Nothing is charged that was not discussed with you first.
Stage 05
Delivery
Scheduling
A start date set once material lead times are confirmed. We do not open a room and then wait for tile to arrive.
Site preparation
Half a day
Floor protection, dust containment, a defined route through the house, and somewhere agreed to store material and stage waste.
Construction
Varies by project
Demolition, structure, services, substrate correction, waterproofing, tile, and finishing, in that order and with each stage checked before the next.
Communication during installation
A named point of contact, an update at each stage change, and an immediate call with photographs if something unexpected appears behind a wall.
Stage 06
Completion
Quality control
Plane, lippage, joint consistency, slope to drain, sealant at every change of plane, and fixture operation. Flood tests where the assembly requires one.
Final walkthrough
We go through the room together. Anything you are not happy with goes on a list with a date against it before we invoice the final stage.
Care instructions
Written guidance for the specific materials installed: what to clean them with, what to keep away from them, and when to reseal.
Project record
Progress photographs of substrate, services, and waterproofing, handed over so you have a record of what is behind the finish.
Three ways to work with us
Materials, installation, or both
Material only
Buy tile, stone, or setting materials and install them yourself or with your own trade.
You choose, we supply. Ask us about suitability before you order — that advice is free and it prevents most returns. Our responsibility covers the material, not an installation we did not carry out.
Browse materialsInstallation only
You have already bought the material, or are buying it elsewhere, and need it installed properly.
We will review the material first and tell you honestly whether it suits the application. If we install customer-supplied material, our responsibility covers the installation rather than the material itself.
Request an estimateMaterial and installation
One company responsible for the specification, the supply, and the result.
The simplest arrangement and the one we recommend. If a tile turns out to be unsuitable, or a batch varies, or something needs reordering, it is our problem to solve rather than a conversation between three parties.
Book a consultationQuestions
Asked before most projects
Start at stage one
Tell us about the room.
An estimate request starts the process exactly as described above: you describe the project, we reply within one working day, and nothing goes further until you want it to.
Have photographs or a drawing? Upload them with your request — it usually saves a visit.