Workmanship Guarantee Policy

Introduction

This workmanship guarantee policy sets out the approach taken by TRM Innovations Ltd when reviewing workmanship-related concerns after building, refurbishment or home improvement work has been completed.

TRM Innovations Ltd is a Bexleyheath-based building company providing services that may include extensions, refurbishments, kitchens, bathrooms, garage conversions, garden rooms, loft conversions and general building work.

We aim to complete work to a suitable standard, in line with the agreed scope, project requirements, property condition and any relevant regulations or manufacturer instructions where applicable.

Purpose of This Policy

The purpose of this policy is to give customers clear information about how workmanship concerns are handled.

It explains what may be covered, what may be excluded, how to raise a guarantee issue and why an inspection may be needed before any decision can be made.

The policy is intended to support fair, practical and transparent handling of genuine workmanship defects.

Scope of This Policy

This policy applies to workmanship carried out directly by or on behalf of TRM Innovations Ltd as part of an agreed project.

It may apply to building work, installation work, fitting work, refurbishment work, finishing work and other labour provided under the agreed scope.

It does not automatically apply to products, materials, appliances, fixtures, fittings or systems that are covered by a manufacturer warranty, supplier warranty or separate third-party guarantee.

Our Workmanship Commitment

TRM Innovations Ltd aims to carry out work with reasonable care and skill.

We aim to plan work properly, use suitable methods, manage the project responsibly and complete the agreed work to a standard appropriate for the property and the agreed specification.

Where a genuine workmanship defect is identified, we will aim to deal with the matter fairly and in a practical way.

What Workmanship Means

Workmanship refers to the way labour and installation work has been carried out.

This may include how materials have been fitted, joined, finished, fixed, aligned, sealed, prepared or installed as part of the agreed work.

Workmanship does not usually include normal product performance, customer misuse, lack of maintenance, wear and tear, building movement, damp caused by existing issues, third-party interference or problems outside the agreed scope.

Project-Specific Terms

Any workmanship guarantee may depend on the specific project, quotation, contract, materials used, manufacturer requirements and agreed scope of work.

Where a written quotation, contract or project agreement includes specific guarantee terms, those terms may take priority over the general information on this page.

Customers should keep copies of quotations, invoices, completion information, product documents and any written guarantee details provided.

Manufacturer Warranties

Many products used in building and home improvement work may be covered by manufacturer warranties.

This can include appliances, boilers, taps, showers, lighting, windows, doors, flooring, rooflights, kitchen units, bathroom fittings, electrical products, membranes, sealants or other supplied items.

Manufacturer warranties are usually controlled by the manufacturer or supplier and may have their own registration requirements, exclusions, maintenance conditions and claim procedures.

Supplier and Product Issues

A product fault is not always a workmanship fault.

If an issue is caused by a defective product, faulty appliance, failed component, supplier issue or manufacturer defect, the matter may need to be handled through the relevant manufacturer, retailer or supplier warranty.

TRM Innovations Ltd may assist where reasonable, but we cannot control manufacturer decisions, warranty approvals, replacement parts, supplier timescales or product-specific exclusions.

Customer-Supplied Materials

Where a customer supplies materials, fixtures, fittings, appliances or products, TRM Innovations Ltd may not be responsible for faults, defects, missing parts, incompatibility, incorrect specification, damage before installation or lack of warranty support.

If a customer-supplied item fails, the customer may need to deal directly with the supplier, retailer or manufacturer.

Where an issue relates to the installation of a customer-supplied item, the workmanship element can be reviewed separately from the product itself.

Existing Property Conditions

Building work often involves working with existing structures, surfaces, walls, floors, ceilings, roofs, plumbing, electrics and previous workmanship.

TRM Innovations Ltd cannot guarantee the condition, movement, hidden defects or long-term performance of existing parts of the property that were not replaced, repaired or included in the agreed scope.

Issues caused by damp, rot, structural movement, poor previous work, unsuitable existing surfaces, old wiring, old pipework, subsidence, leaks or hidden defects may fall outside this policy.

Reasonable Settlement and Movement

Some building materials and finishes may move, shrink, expand, settle or change slightly after completion.

Minor cracking, small settlement lines, natural movement in timber, slight colour variation, mastic movement, grout movement or seasonal expansion may occur in some properties.

Not every movement-related issue is a workmanship defect. The cause, severity, timing and property conditions may need to be reviewed before any conclusion is reached.

Wear and Tear

Normal wear and tear is not usually covered by a workmanship guarantee.

This may include scuffs, scratches, fading, staining, marks, loose handles from use, sealant wear, grout discolouration, paint marks, flooring wear, door adjustment from seasonal movement or general deterioration from everyday use.

Customers are responsible for using and maintaining completed work reasonably.

Maintenance Responsibilities

Some completed work requires basic maintenance to remain in good condition.

This may include ventilation, cleaning, resealing, checking visible joints, keeping drainage clear, looking after painted surfaces, maintaining external areas, following manufacturer instructions and reporting small issues before they become worse.

Failure to maintain an area properly may affect whether a workmanship concern can be accepted.

Damage After Completion

Damage caused after completion is not usually covered.

This may include accidental damage, impact damage, misuse, water leaks from unrelated sources, blocked drains, lack of ventilation, customer alterations, pet damage, tenant damage, weather damage outside the agreed work or damage caused by another contractor.

Where damage has occurred after handover, the cause may need to be inspected before any decision is made.

Third-Party Work

If another contractor, supplier, homeowner, tenant or third party alters, removes, adjusts, repairs or interferes with work completed by TRM Innovations Ltd, this may affect any workmanship guarantee.

Third-party changes can make it difficult to confirm the original condition of the work or identify the cause of the issue.

Where third-party interference is identified, the issue may not be covered under this policy.

Snagging and Completion Items

Snagging refers to minor items that may need adjustment, correction or completion at the end of a project.

Snagging should be raised promptly after completion so it can be reviewed while the work is still recent and before normal use or third-party activity affects the area.

Reasonable snagging connected to the agreed scope of work will be reviewed fairly and dealt with where appropriate.

How to Raise a Workmanship Concern

Customers should contact TRM Innovations Ltd as soon as possible after noticing a potential workmanship issue.

The concern should be explained clearly and should include the customer’s name, property address, project details, date of completion, description of the issue and photographs where useful.

Prompt reporting helps prevent further damage and makes it easier to assess the cause.

Inspection Process

Before accepting a workmanship guarantee claim, TRM Innovations Ltd may need to inspect the issue.

The inspection may consider the agreed scope of work, the condition of the property, photographs, project records, materials used, maintenance, customer use, third-party involvement and possible external causes.

Customers should provide reasonable access for inspection. Without access, it may not be possible to confirm whether the issue is covered.

Possible Outcomes

After reviewing a workmanship concern, TRM Innovations Ltd may accept the issue, reject the issue, accept part of the issue or ask for further information.

Where a valid workmanship defect is accepted, the possible outcome may include repair, adjustment, replacement of the affected workmanship element or another practical resolution.

The exact outcome will depend on the nature of the issue, the agreed scope, the cause of the problem and what is reasonable in the circumstances.

Limits of Remedial Work

Any remedial work agreed under this policy will normally be limited to the part of the work affected by the accepted workmanship defect.

It will not usually include unrelated improvements, new work, upgrades, changes to the agreed specification, decoration outside the affected area, customer-requested alterations or work made necessary by external causes.

The aim of remedial work is to address a valid workmanship issue, not to expand the original scope of the project.

Access for Remedial Work

If remedial work is agreed, customers must provide reasonable access at an agreed time.

The area should be accessible, safe and clear enough for the work to be carried out.

Failure to provide access may delay or prevent remedial work from being completed.

Exclusions

This policy does not usually cover wear and tear, misuse, neglect, accidental damage, poor maintenance, lack of ventilation, condensation caused by use, third-party work, product failure, manufacturer defects, customer-supplied materials, existing property defects, structural movement, weather-related damage, blocked drainage or issues outside the agreed scope.

It also does not usually cover work that has been changed, altered, removed or repaired by someone other than TRM Innovations Ltd without prior agreement.

Each concern will be reviewed based on the specific facts.

Emergency Issues

If an urgent issue occurs, such as a serious leak, electrical concern, structural concern or safety issue, the customer should act quickly to prevent further damage or risk.

This may include turning off water, isolating power where safe, avoiding use of the affected area and contacting an appropriate emergency professional if required.

TRM Innovations Ltd should then be informed as soon as practical, but customers should not delay urgent safety action while waiting for a guarantee review.

Customer Cooperation

Customers are expected to cooperate reasonably with any review, inspection or remedial process.

This includes providing access, sharing relevant information, avoiding unnecessary delay, protecting the affected area from further damage and not arranging third-party repairs before TRM Innovations Ltd has had a reasonable opportunity to inspect where appropriate.

If a customer carries out repairs before inspection, it may affect the ability to confirm whether the issue was covered.

Record Keeping

TRM Innovations Ltd may keep records of workmanship concerns, photographs, inspections, communication, decisions and any agreed remedial work.

These records help manage the issue fairly and provide a clear history of what has been reviewed.

Personal information will be handled in line with our privacy policy.

No Guarantee of Existing Structures

Unless expressly agreed in writing, TRM Innovations Ltd does not guarantee existing parts of a property that were not included in the agreed scope of work.

For example, if new work connects to older walls, floors, roofs, pipework, electrics or previous installations, the performance of those existing elements may remain outside our responsibility.

Where existing defects are discovered, additional work may be required and may be charged separately.

Relationship With Other Policies

This workmanship guarantee policy should be read alongside any quotation, contract, invoice, completion information, product warranty documents, complaints policy and terms and conditions.

If there is a disagreement about whether an issue is covered, the complaint process may be used to review the matter further.

Policy Review

This workmanship guarantee policy may be reviewed and updated from time to time to reflect changes in working practices, services, customer expectations or legal requirements.

Any updates will be published on this page.

Contact Details

If you have a question about this workmanship guarantee policy or wish to raise a workmanship concern, you can contact TRM Innovations Ltd using the contact details shown on this page.

This workmanship guarantee policy was last updated in June 2026.