Frequently Asked Questions

For Complete Peace Of Mind Read Our FAQ's

At Passmore Group, home of More Bathrooms, More Ability, More Kitchens, More Bedrooms and More Build, we understand that you may have a number of questions that need to be answered before you can begin planning your dream home improvement project.

Although we are more than happy to arrange a free design appointment, 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.

If you can't find the answer you're looking for please do not hesitate to get in touch.

If I arrange a site survey / home visit, will I have to wait around all day?

No. We will always give you an idea of what time we will call, which we will confirm in writing. We will also confirm the exact time on the morning of our proposed visit, helping you to plan your day. We know there's nothing worse than hanging around all day waiting for someone to call.

Will I be given a written quotation for the work?

Absolutely. Our quotations are fully detailed and itemised, so you can see exactly what you are paying for. We have heard of many cases where customers have not received a written quote or have received a quote with little detail, and this has led to problems and disputes further down the line. This can be very stressful and may well delay the completion of the job.

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

Yes, once we have determined your requirements, you will be given a start date (typically a week commencing date, with the exact date confirmed a few days before). In certain circumstances, you may need a definite start or completion date, in which case we will accommodate your request, assuming it is reasonable.

Will I be left without working amenities during the project?

No. We will always leave you with working amenities i.e. water, gas, electric. The only time anything will be out of use is when we are installing new, which requires everything to be turned off at the mains. However you will be given advance warning of this.

Will I have working amenities whilst the work is being carried out?

Yes. Your mains supplies will be in full working order for all the time the work is being carried out. The only time there will be no 'power' as such is when we are installing new, which requires everything to be turned off at the mains. However you will be given advance warning of this.

Will you keep my home tidy and remove all 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 your old fixtures and associated rubbish, so you won’t have to worry about visiting your local waste disposal tip.

Do I have to be on site at all times while the work is on going?

Not necessarily. All our installers are DBS checked, which should give you peace of mind that they can be left in your home; indeed, in over 50 years we have never had reports of any issues. If you need to go out, speak to your installer, who will do their best to work around your plans.

How many people will do the work? Will there be days when no-one turns up?

In most cases, and depending on the size of the job, one or two installers will carry out the work. In all but extreme circumstances we will have someone on site for a full day every day until the works are completed, ensuring that yourproject is completed as soon is practically possible.

How long will a job take?

Every job is different, 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 never rush because we don’t want to compromise our quality or cut corners, but we will stay on the job every day until all works are complete. Generally, we can give you an estimate of how long your installation will take.

Is the work guaranteed?

Yes. All of the equipment we supply is guaranteed in accordance with the manufacturer’s own warranties, which is typically a minimum of 12 months (although extended

warranties are sometimes available). We also guarantee our workmanship for 12 months, although we take a view that any problems arising outside of this period will also be looked into, and should it be found there is a workmanship issue, the problem will be resolved.

When will I have to pay for the work?

There are no hidden costs with us. Depending on the project, we take a percentage of the project value as a deposit at point of order. We then kindly ask for an interim payment halfway through the project and your final invoice won’t be raised until practical completion of your job. All order forms will detail the payment structure, percentages and values required at each stage.

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 40 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, 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:

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