Crossman Craft Installations and Crossman Craft kitchens are all Trading names of Crossman Home Improvement services ltd Company No. 15163685
Registered office address- 2A James Carter Road, Mildenhall, Bury st edmunds,Suffolk,IP28 7DD
ALSO BASED – 53 Hillside, Stowmarket, Suffolk IP14 2BA
01449 350158 | +44 1449 350158
[email protected]
[email protected] | [email protected]
https://www.crossmancraftinstallations.co.uk
Installation Guarantee (Kitchens & Bathrooms) — 3 Year Workmanship
What this Guarantee covers (summary)
This document explains the guarantees that apply to your installation.
In summary, it covers:
Workmanship on the installation for 3 years from the Date of Practical Completion — if something is wrong because of our installation workmanship, we will repair/rectify it.
Manufacturer warranties on products supplied — items supplied are covered by the relevant manufacturer’s warranty (terms and durations vary by product).
Insurance-backed guarantee (HIPP), only if issued — this applies only where you have been provided with a separate HIPP certificate/policy for the Works.
Please read the exclusions and the claim/reporting steps below, as they explain what is not covered and the timescales for reporting issues.
Workmanship Warrenty activation -A completed sign off form dated is Required to activate and valadate you workmanship warranty this is to separate out any concerns and snagging you have at the end of the job before any warranty is issued. Once signed off your warranty is issued and activated
Document details
Crossman Craft Installations is aTrading name of Crossman Home Improvement Services Ltd (Company No. 15163685)
53 Hillside, Stowmarket, Suffolk IP14 2BA
01449 350158 | +44 1449 350158
[email protected] | [email protected]
https://www.crossmancraftinstallations.co.uk
This Guarantee is issued by Crossman Craft Installations (the “Installer”) to [Customer Name] of [Property Address] in relation to the supply and/or installation works described in [Quote/Contract Ref] dated [Date] (the “Works”).
1) Workmanship Guarantee (Installation) — 3 years
The Installer guarantees that the installation workmanship for the Works will be free from defects for a period of 3 years from the Date of Practical Completion (the date the Works are completed and handed over).
If a defect arises due to the Installer’s workmanship during the guarantee period, the Installer will, at its discretion, repair or rectify the defective workmanship at no labour cost.
We care about our customers and want you to feel confident in your installation. If you believe something may not be right (or may become an issue), please contact us — we would much rather attend to inspect and advise early, and put things right where needed.
2) Product / Manufacturer Warranties (Goods supplied)
Where products are supplied as part of the Works, those items are covered by the relevant manufacturer’s warranty (terms, exclusions and durations vary by product/manufacturer).
Where practical, the Installer will assist with documentation (e.g., proof of purchase). Some claims must be made directly with the manufacturer.
3) Insurance-backed Guarantee (HIPP) — only if issued
For some projects, an insurance-backed guarantee is provided via HIPP (or another provider).
This applies only where a separate HIPP certificate/policy has been issued for the Works.
Where issued, the insurance-backed guarantee is subject to the provider’s own terms and conditions and sits alongside this workmanship guarantee.
No insurance-backed guarantee has been issued unless stated in writing and accompanied by a certificate/policy document.
4) Exclusions — what this Guarantee does NOT cover
This Guarantee does not cover:
A) Wear, ageing, and appearance
Normal wear and tear, natural ageing, fading/discolouration, and minor settling/shrinkage of materials
Cosmetic issues that do not affect function (e.g., small chips/scratches/scuffs after handover)
B) Misuse, accidents, and maintenance
Damage caused by misuse, negligence, accidents, impact damage, or improper cleaning products
Customer failure to maintain, clean, or look after installed items (including allowing a leak to continue once noticed)
C) Customer-supplied items
Customer-supplied items/materials, unless the defect is solely due to the Installer’s workmanship
D) Property/building conditions outside the Installer’s control
- Pre-existing defects/conditions in the property (e.g., rotten subfloors, damp, uneven walls, cracked plaster) unless the quote specifically included remedial worksStructural movement, settlement/subsidence, or movement/deflection of floors/walls causing cracking, gaps, or seal failures
- Issues arising from external drainage and below-ground services outside the installed internal waste/plumbing (including, but not limited to: blocked or damaged outside drains, collapsed drains, shared/communal drainage issues, soakaways, septic tanks, treatment plants, and external manholes/pipework), except where the issue is proven to be caused by the Installer’s workmanship on the Works
- Pest damage, vandalism, deliberate damage
- Fire, flood, storm/extreme weather, or other events normally covered by building/contents insurance
E) Bathroom / wet-area specific exclusions
- Limescale-related issues, staining, corrosion, mould/mildew, or deterioration caused by water quality, poor ventilation, or lack of cleaning/maintenance
- Condensation-related issues caused by inadequate ventilation/heating or not using/maintaining extractor fans
- Routine maintenance items required over time, including silicone replacement and minor grout repairs
- Grout and silicone discolouration / deterioration: grout and silicone in wet areas are classed as routine maintenance items and can naturally discolour or deteriorate over time due to use, cleaning products, water quality, ventilation, mould, and general wear and tear. (Unless the issue is caused by defective installation workmanship (e.g., missing/incorrectly applied sealant))
ongoing discolouration or degrading or the need to refresh/replace silicone and/or grout is not covered.
Toilet blockages / drainage blockages:
blockages are not covered where they are caused by items being flushed or put down the system that should not be (including, but not limited to:
wipes/baby wipes/“flushable” wipes, sanitary products, nappies, cotton buds, paper towels, excessive toilet paper, hair, dental floss, food waste, fats/oils/grease, cat litter, and other foreign objects).
If a blockage is caused by incorrect installation workmanship, it will be covered.
Blockages in wastes/traps caused by hair/foreign objects (unless caused by incorrect installation workmanship)
F) Kitchen-specific exclusions (where applicable)
Worktop/surface damage caused by heat, standing water, harsh chemicals, or cutting directly on surfaces
Damage caused by failure to maintain/seal/oil surfaces where the manufacturer requires it
5) Third-party work after completion (effect on this Guarantee)
If any person other than the Installer (or the Installer’s appointed subcontractors) alters, removes, refits, disconnects, reconnects, services, or otherwise works on any part of the installation after the Date of Practical Completion, this Guarantee will not cover any defect or damage that is caused by, contributed to by, or made worse by that third-party work.
For the avoidance of doubt, this includes work carried out by any external trade engaged directly by the customer.
This Guarantee will remain valid only for defects proven to be solely due to the Installer’s original workmanship and unaffected by third-party work.
If we attend and determine the issue is due to third-party work, misuse, or lack of maintenance, any inspection and/or remedial work may be chargeable.
6) Bathrooms & wet areas (customer maintenance note)
Bathrooms and wet rooms require ongoing maintenance. The customer is responsible for:
Adequate ventilation/heating to reduce condensation
Regular cleaning/descaling
Monitoring and maintaining silicone seals and grout lines over time
Damage caused by lack of maintenance/ventilation (including water ingress resulting from deteriorated sealant over time) is not covered.
7) Making a claim
To make a claim, the customer must:
Notify the Installer in writing
Provide the quote/contract reference, completion date, and photos/videos where relevant
Allow reasonable access to inspect and, if validated, carry out remedial works
We take concerns seriously and aim to resolve issues quickly and fairly. If you are unsure whether something is a warranty issue, please still get in touch — we would rather come out and check it over.
External specialist trades (gas, electrical, etc.)
Where parts of the Works are carried out by our specialist partner trades (for example, a Gas Safe engineer or qualified electrician), those elements may be covered by that trade’s own warranty/guarantee terms, certification and procedures.
If a warranty issue relates to specialist works, we will help coordinate the appropriate attendance in line with the relevant procedures.
If, in the unlikely event, a specialist partner trade is no longer trading, we may instruct an alternative suitably qualified third party to attend on our behalf, so the issue can be assessed and addressed appropriately.
Reporting timescales (important)
You must notify us in writing as soon as possible after discovering an issue.
For any leak, water ingress, or electrical safety concern, you must notify us within 48 hours of discovery (or within 48 hours of when you should reasonably have discovered it).
For all other issues, you must notify us within 7 days of discovery (or within 7 days of when you should reasonably have discovered it).
If you do not notify us within these timescales, we will not be responsible for any additional damage, deterioration, or costs caused by the delay (for example, water damage that worsens after you become aware of a leak).
You must take reasonable steps to prevent further damage once an issue is noticed (for example, turning off the water supply if there is an active leak and avoiding use of the affected fitting/area until assessed).
8) Independent diagnosis / call-out contribution (up to £100)
In some cases, and at our discretion, we may agree to contribute up to £100 (inc. VAT) towards the cost of an independent call-out/diagnostic visit (for example, from a qualified plumber/electrician) to identify the cause of an issue.
If the diagnosis confirms a fault that is covered under our workmanship guarantee, we will arrange the remedial works in line with this Guarantee. We will also reimburse the diagnostic call-out cost up to the £100 cap upon receipt of a valid invoice/receipt.
If no fault is found, we will still reimburse the diagnostic call-out cost up to the £100 cap (your peace of mind is important to us).
This contribution does not apply where the diagnosis shows the issue was caused by third-party work/alterations, misuse, lack of maintenance, a manufacturer product fault, or a pre-existing property issue outside our control.
Any diagnostic visit must be agreed with us in writing in advance to be eligible.
Eligibility requirements (diagnostic contractor)
Any independent contractor used for diagnosis must be approved by us in advance and must be:
- Appropriately qualified and competent for the trade required (e.g., NICEIC/NAPIT for electrical work; Gas Safe for gas work; suitably qualified plumbing/heating engineer where applicable)
- Fully insured (public liability insurance as a minimum) and able to provide evidence on request
- A UK limited company
- VAT registered
- Able to issue a valid invoice/receipt showing the company name and registration details and date (we will need a copy of this)
If these requirements are not met, we will not reimburse the call-out/diagnostic fee.
9) Complaints Procedure
We always aim to deliver a high standard of workmanship and service. If you are unhappy with any aspect of our work, please let us know as soon as possible so we can put things right promptly.
We genuinely care about our customers and your home. Raising a concern early helps us inspect, explain what’s happening, and resolve any issues before they worsen.
1) Raising a complaint
Please log your complaint directly with Anna Phillips in the first instance.
Email (preferred): [email protected]
Alternative emails: [email protected] | [email protected]
Phone: 01449 350158
When contacting us, please include:
Your full name and project address
The date the work was completed (or is due to complete)
A clear description of the issue
Photos where relevant
Your preferred contact number and best times to reach you
Keeping communication in writing (after a complaint is raised)
Once a complaint is raised, we will keep ongoing communications primarily in writing (usually by email).
This is to:
- Make sure we accurately understand the issue and what outcome you’re asking for
- keep a clear, agreed record of what we’ve inspected, what we’ve offered, and any dates/timescales discussed
- avoid misunderstandings and ensure nothing is missed
- help us resolve your complaint faster and more fairly
If we speak by phone or in person, we will summarise the key points in writing afterwards so you have everything clearly confirmed.
2) If your job was booked through Checkatrade
If the project was booked through Checkatrade and you choose to raise a complaint via Checkatrade, please also notify us by email at the same time so we can respond quickly and resolve your issue as soon as possible.
If you engaged us through Checkatrade, you may also be eligible for the Checkatrade Guarantee (a free, discretionary guarantee which may contribute towards the cost of putting things right if work does not meet reasonable industry standards), subject to Checkatrade’s terms, conditions, eligibility rules and limits.
3) Inspection and resolution
Where appropriate, we may need to visit the property to inspect the issue. Once assessed, we will confirm the proposed resolution and timescales (for example: repair, replacement, or other agreed remedial works).
4) Written confirmation
For clarity, we will confirm key points and agreed actions in writing (email) within 7 days of your complaint.
10) External bodies that can be contacted (where applicable)
We always ask that you contact us first so we can inspect and put things right. If we cannot resolve your complaint, you may be able to seek independent help from the following organisations (as applicable to your project and how you found us):
- Citizens Advice: https://www.citizensadvice.org.uk/consumer/getting-home-improvements-done/problem-with-home-improvements/
- Trading Standards (reports are typically made via Citizens Advice): https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/
- Checkatrade: https://www.checkatrade.com/complaints and https://www.checkatrade.com/guarantee-terms
HIPP / Insurance-backed guarantee provider (only if a certificate/policy was issued): refer to your certificate/policy documents for claim instructions.
11) Limits of liability + statutory rights
The Installer’s responsibility under this Guarantee is limited to rectifying defective workmanship.
The Installer is not responsible for losses such as loss of use, inconvenience, alternative accommodation, loss of earnings, or costs of arranging alternative services (except where such liability cannot be excluded by law).This Guarantee is in addition to, and does not affect, the customer’s statutory rights under UK consumer law.
12) Sign-off warranty
Your warranty will be signed and dated before given to you on job completion (please see issuing and activation requirements above
Further Terms & Conditions
At Crossman Home Improvement Services Ltd, trading as Crossman Craft Kitchens, we stand behind our craftsmanship with confidence:
We offer different additional levels of protection
Standard Guarantee Package
Section 1
12-month workmanship warranty on installations using customer-supplied products or third-party products.
3-year workmanship warranty when we supply the products
48-hour response guarantee for any concerns
Free fixes for any warranty-related issues
Product Guarantees
Section 2
Its the customers responsibility once we give you your product documents to register your appliances for the manufacturer warranties. We can of course assist if needed
- Manufacturer warranties up to 10 years on products we supply
Full documentation provided
Professional installation certification
Service Commitment
Section 3
Professional repairs or replacement if needed
Quick response to any concerns
Clear communication throughout any warranty process we are in the process of applying for HIPP when this is up and running the following applies
We offer an insurance-backed guarantee as standard via HIPP.
Premium Protection Option
Section 4
Option to extend warranty up to 5 years with our Home Improvement Protection plan
HIP Extension available for £499
Full coverage of all workmanship aspects