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How we work

Agreed before it starts. Documented while it runs.

Most of what goes wrong between a customer and a contractor happens on paper, not on site. This is the operating side of the job: how the scope gets set, how materials are billed, what happens when something changes, and what the invoice at the end is made of.

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What we hold to

Six commitments, in the order a job runs

What is agreed, what is bought, what changes, what is recorded, what is proved, and what is billed. The same six apply to a one-day repair and to a job that runs for weeks — the shorter one just takes less of each.

  1. 01

    The scope is written down first

    What's included, what isn't, and what we're assuming — agreed before the work starts, so "I thought that was covered" never has to happen.

  2. 02

    Materials at documented cost

    We keep the receipts and pass materials through at what they actually cost. Anything beyond that — a pickup, a delivery, a handling service — is named and agreed up front, never buried in a markup.

  3. 03

    Extra work gets approved before it's done

    If something turns up outside the agreed scope, it's priced and approved as a change first. It doesn't quietly appear on the final invoice.

  4. 04

    A record of each day on site

    Who was there, what got done, what came next. It's how we answer a question about your job weeks later without guessing.

  5. 05

    Proof the work is finished

    Photos, punch lists, and sign-off where the job calls for it — so "complete" means something you can see, not just an invoice.

  6. 06

    An invoice you can check line by line

    Dates, quantities, rates, and what each line was for, with the supporting detail and receipts available on request.

How a job runs

From the first call to the last invoice

Four stages. A simple call-out skips the site visit, but nothing skips the part where the scope and the terms are agreed before work starts.

  1. Stage 01

    Tell us about the work

    Call or send the details. We'll ask what you need done, where, and by when.

  2. Stage 02

    We look at the job

    For anything beyond a simple call-out we come and see it, so the scope is based on the actual property.

  3. Stage 03

    Scope and terms in writing

    What's included, what's excluded, how materials are handled, and the payment stages — agreed before we start.

  4. Stage 04

    We do the work, and you can follow it

    A record of each day on site, changes approved as they come up, and invoices that match what was actually done.

Where this applies

The same process, both service lines

A multi-week build and an annual backflow test are different jobs, but the scope, the changes and the invoice are handled the same way.

FAQ

Questions about scope, pricing and invoices

How do you decide what a job costs?

It depends on the work. Some jobs suit a fixed price, some are better on time and materials, and some are a mix of both. Whichever it is, we agree the basis in writing before starting rather than deciding at invoicing time.

How are materials billed?

At documented cost — we keep the receipts. If there's a pickup, delivery or handling service on top, it's named and agreed in advance so you can see exactly what it is. We don't bury a markup in the material price.

What happens if the job needs more work than we agreed?

We stop and price it as a change first. Out-of-scope work isn't billed until you've approved it, and your original scope and price stay visible alongside any approved changes.

Will I get an itemised invoice?

Yes. Each line shows the dates, quantities, rate and what it was for, and the supporting detail and receipts are available on request.

Do you take a deposit?

On larger jobs there's usually a payment schedule — a deposit, one or more stages as the work progresses, and a final payment. There's no fixed formula; the stages are agreed with you before the first invoice.

What if I have a question about a charge months later?

We keep a record of each day on site and of every cost against the job, so we can answer a question about your invoice later without guessing.

How do I know the work is actually finished?

Depending on the job that can mean photos, a punch list worked through to the end, an inspection result, or your sign-off. "Complete" should be something you can see, not just an invoice arriving.

Ready to put it in writing?

Send the details and our office will come back to you by phone or email — or call and talk the job through now.

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