Our Customer Process

Being a family run business at Lofty Ladders we know how hectic life can get. For that reason we like to get things done and dusted as quickly and efficiently as possible. The process laid out below has been honed over the years to a well oiled flawless system that helps you choose the right solution for you in one phone call.

Clearly we can’t deal with all the enquiries we get inside a single call but our aims are as follows:

• To get back to you within 2 days (it’s normally the same day).
• To come out to quote (if required) within 1 week (it’s normally 3 days).
• To get your work booked in within 2 to 3 weeks of quote acceptance.
• To complete all work within the time scales laid out below (within one day usually).

This is our promise to you for choosing us. We know you don’t want us in your home for a minute more than necessary so we:

• Turn up on time (traffic delays aside).
• Do the work you want us to do.
• Tidy up.
• Leave

With no dissapearing to get materials, no putting things off until tomorrow, no changing the price at the last minute (unless we’ve agreed a price based on guesswork).

There is one thing we ask in return and that is that you stick to our arranged appointment times. You need to let us know the day before at the very latest, preferable well in advance. If you cancel on the same day as your appointment or the evening before we will not deal wth you any more.

The Process:

You find us via Facebook, Instagram, Checkatrade, Google Search or Magazine advert.
Sometimes you call us, or maybe we’ll call you depending on your entry point.
Our polite and trained staff will run through some questions with you to get a better idea of how we can serve you.
Once the questions are out of the way we’ll know if you need us to come and visit (prices for loft access are normally given over the phone and, if you are happy with them we can book you in there and then but some access packages require measuring before we can commit to installing so we need to visit to measure up).
If you need a visit we’ll arrange that on the phone, we aim to get to you within 3 days.
Almost all boarding, Sun / Light Tunnels and insulation needs a visit too so that can be arranged on the phone.
Once the visit has been completed and you have agreed the quote we’ll get you booked in to have the work done.

Job Timings:

We always do our best to be out of your home within 1 day.

• Simple access projects take 2 to 4 hours.
• More complex access projects can take up to 6 hours.
• Boarding projects normally take best part of a day.
• Insulation projects normally only take a couple of hours.
• Combination jobs can stretch out to 2 or more days.

When you choose Lofty Ladders for your loft work, no matter what that work may be, you’ll get a quick response, a good turn around time and an excellent quality finish all at a great price.