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InPerson

They don’t want the
responsibility if there’s a
problem later, so if they
come across anything on
site that concerns them,
they’ll call us straight
away.
It’s all set out in the
fitters’ handbook as
well – the standards
for preparation and the
expectation that the
floor is left perfect before
installation. We also carry
out site visits and sign An engineered
wood installation
off the work once it’s involving Ardex
complete. At that point latex and F Ball
we’d notice any issues, and Co adhesive
at Sugar Quays in
but in reality it’s very rare London.
that anything significant same week, which completely changed the issues are caused by other trades –
comes up. Everyone knows the rules and our workload. Often it’s because of for example a door bar being damaged,
works to them. inspections, certification delays, or issues a plumber moving a toilet slightly, or a

like plumbing leaks. When that happens, kitchen unit panel being adjusted to fit
How do you respond when programmes an appliance. Charlotte and the ops team
are shortened or changed at short we try to stay flexible and see if we can manage those situations and arrange
do prep work or move labour around so
notice?
In reality, we just have to respond to the time isn’t completely lost. any necessary visits.
what the builders need. The ops team is
used to managing constant changes, and What is your process for dealing with Which manufacturers would you like to
we try to plan sensibly so we don’t order defects or issues after completion? give a particular shout out to?
materials too early or commit labour After installation, our team carries out Cormar Carpets would definitely be
before we’re confident the site is ready. site sign-offs. If there’s anything obvious number one for me. They were actually
It’s about having a presence on site and at that stage, it’s flagged straight away. the first account I ever opened when I
trusting your instincts. If someone says Otherwise, issues usually appear later started the business, and I’ve worked
a plot will be ready in two weeks but through the customer snagging process with them ever since. The products are
you can see it’s really four or five weeks when the homeowner moves in. reliable, the quality is consistent, and
away, you hold off ordering materials and Those requests go to our customer if there’s ever an issue it’s dealt with
make a note in the diary instead. We use care coordinator, Charlotte. She quickly.
a diary system with notes so everything receives them from the site team and Karndean is another company we’ve
can be monitored and reviewed. organises any follow-up work that’s had a long relationship with. We’ve
Sometimes changes are unavoidable. needed, usually supported by photos. been using their products for more than
Recently we had 16 flats and another six To be honest, genuine defects in our 20 years and again, problems are very
houses fall out of the programme in the installation work are rare. More often rare. If you provide feedback they take it
seriously and work with you to resolve
things.
Bostik adhesives have also been
excellent, particularly in the last few
years since we started using them more
regularly. The technical support and
reliability have been very good. There
are other suppliers we’ve worked with
over the years – Furlong, for example –
who’ve been really helpful. But if I had
to single out a few, Cormar, Karndean
and Bostik would definitely be my big
shout-outs. 

 We’ve heard the answers
Paul Baker, director at Baker
Flooring, had to our light-hearted
The Floor is Yours column in CFJ June.
Next month he turns to more serious
Helen with Adrian Doyle, who she met when he was commercial manager at Bloor Homes Southern. With Alex questions in Trade Talk.
Pearce, he later started a development company called Palady Homes, now a New Homes Flooring client. ‘It’s
possible we love Adrian’s honey – which is his hobby,’ quips Helen.

10 CFJ July 2026 www.contractflooringjournal.co.uk
@CFJMagazine