Frequently Asked Questions

For complete peace of mind read our FAQ's.

At More Build, we understand that you may have a number of questions that need to be answered before you begin planning your dream home improvement.

Although we are more than happy to arrange a survey, whereby an experienced professional will visit you at home to discuss your project in more detail, we have listed some questions that we are frequently asked by our customers as a starter for ten.

Please get in touch if you can't find the answer you are looking for.

Do you take care of everything?

Yes, we will take care of the whole project for you, regardless of the size and scale of your project. We will take care of designing, specifying and estimating, carrying out all the works, using all the necessary trades, liaising with building control when necessary and the removal of all site debris and rubbish during and at the end of the job. So you can sit back and relax, knowing that your project is being fully managed by our team of experts.

Can you arrange plans and drawings?

Yes, we work with a pool of local architects who will discuss the scheme with both you as the customer and us as the builder, and produce drawings and plans for you. In most cases, they will apply for planning permission or building regulation approval on your behalf.

If I arrange a site survey or quotation, will I have to wait around all day?

No. We always book a firm appointment date for our customers, with a specific date and an approximate time that we will call, which we also confirm in writing. We understand that hanging around all day for a builder to call is not ideal, so we will always keep you informed of when we intend to call.

Will I get a written quotation for the work?

Absolutely. It is our policy to provide our customers with fully detailed and itemised quotations, so they can see exactly what they are paying for. We have heard of many cases concerning other building firms, where customers have not been given a written quote or have where they may have received a quote with little or no supplementary information, leading to problems and disputes later down the line. With honesty, integrity and trust at the core of our business, it's important to us to be fully transparent with our customers.

How long will the job take?

Every job is bespoke, but we understand that having any work done in your home for any length of time can be stressful, so we aim to complete the job as quickly as is practical. We don’t rush because we never compromise on quality, but wherever practical, we will complete all works in line with your project schedule.

Will I be given a fixed start date for the work?

Yes, once we have fully determined your requirements, you will be given a start date, typically a week commencing date, with the exact date confirmed as soon as possible beforehand. In cases where exterior building works are being carried out, it is possible that adverse weather conditions may delay some part of the project. Should this happen, we will keep you fully informed of our revised schedule.

Do I have to be on site all the time the work is going on?

Do I have to be on site all the time the work is going on?Not necessarily. It is our policy that all More Build staff hold a current DBS form (formally CRB) giving our customers additional peace of mind. Many of our customers comment that our builders very quickly feel like old family friends who they feel comfortable to leave in their home whilst they go about their usual daily routine.

Will you keep my home tidy and move all the rubbish?

Yes. We use dust sheets and carpet protector film to minimise any dust or mess and to protect your property. We will also dispose of all site debris and rubbish, so you won’t have to worry about visiting your local waste disposal tip. Please note that depending on the type of work being done, it is normal to expect a degree of dust, although we try to minimise this as much as possible. For extensive building works, it is normal for a degree of dust, dirt and disruption, but again, our aim is to minimise this as much as possible.

Is the work guaranteed?

Yes. Our standard guarantee is for 12 months, although manufacturers' guarantees may be extended beyond this. Also, for a minimal fee, we offer an Insurance Backed Warranty, which is administered though the Federation of Master Builders and gives you total peace of mind, covering you against defective workmanship or against cases where work doesn't get finished as agreed, although we would never expect this to be the case with our trusted and experienced team.

When will I have to pay for the work?

Unlike most companies we don’t like taking deposits upfront, so where possible we try and avoid this. We prefer to work on trust. You’re trusting us to do a good job so we’re trusting you to pay. In some instances however, specifically where ‘special orders’ are required we have to take a percentage of the project value as a deposit at point of order. We then kindly ask for an interim payment half way through the project and your final invoice won’t be raised until the works complete and you are 100% satisfied with the work. In cases where the project is of a higher value, typically extensions and other large scale building projects, works are carried out under a 'small works plain English contract' which are endorsed by the Federation of Master Builders. This covers formal arrangements for deposits and staged payments, agreed prior to the project.

What are my options for paying for the work?

Where a deposit is required we accept credit cards. For interim and final payments we accept BACS, debit card and cheque payments.

What happens if I have any problems?

Our Head Office in Leeds is fully staffed during normal working hours, so there will always be someone on hand to help you. As we employ more than 30 installers, in most we can guarantee that someone will attend the same day to help resolve any on-site problems.

What do I do if I have a formal complaint?

We have a formal complaints procedure. Details of such are available on request by emailing info@passmoregroup.co.uk, calling 0113 2015030 or via post A/O Managing Director, Partnership House, 6 Hales Road, Lower Wortley, Leeds, LS12 4PL. Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader, we use ‘Dispute Resolution Ombudsman’ for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please call 0333 241 3209 or visit: www.disputeresolutionombudsman.org/membership/whichtrustedtraders/

How do you use, manage and store my personal data?

Passmore Group, home of More Bathrooms, More Ability, More Kitchens, More Bedrooms & More Build, take the management and security of all our customers data seriously - you can access our data policies here for complete peace of mind.