Question 1

How long does it take to get a booking confirmed?

Accepted Answer

As soon as you place your request we assess the job and assign a vetted professional. Most non-emergency bookings are confirmed within one working day; emergency mould or leak work is responded to within 24–48 hours.

Question 2

How long does it take to book a service?

Accepted Answer

Once you're paired with a tradesperson, we agree a date that suits both parties and confirm it back to you in writing.

Question 3

Do I have to be at the property?

Accepted Answer

Not necessarily. If you can give safe key access (or use a key safe), our managed process means you don't need to be present — we keep you updated by message, photo or email.

Question 4

Can I get a quote before committing?

Accepted Answer

Yes. Every job gets a written quote based on scope. Emergency call-outs are charged on a transparent hourly rate with the agreed parts at cost.

Question 5

How does payment work?

Accepted Answer

Bank transfer once the work is scheduled or completed (depending on the job). Full bank details are shared with your confirmation. We don't ask for cash on the day.

Question 6

Are your prices fixed?

Accepted Answer

Prices listed on our site are guidance prices, subject to scope, discounts and VAT. Any quote we send is fixed unless the scope changes — and we'll always discuss changes with you first.

Question 7

Do you charge for quotes or surveys?

Accepted Answer

Most quotes are free. Detailed ventilation or mould surveys may carry a small fee which is credited back against the booked work.

Question 8

What if I'm not happy with the service?

Accepted Answer

All our services come with a 15-day service guarantee. If something isn't right, contact us and we'll arrange to put it right at no extra cost to you.

Question 9

Are your tradespeople vetted?

Accepted Answer

Yes — every pro in our network completes a five-step vetting process: ID, proof of address, right to work, certifications, insurance, references and a video interview before they ever take a job.

Question 10

Are you insured?

Accepted Answer

Yes. Every tradesperson holds appropriate public liability insurance, and we hold company-level cover on top.

Question 11

Do you cover commercial properties?

Accepted Answer

Yes. We work with property investors, estate agents, councils, housing associations and commercial buildings as well as private homeowners.

Question 12

What areas do you cover?

Accepted Answer

We operate across Greater London and surrounding areas. If you're outside this radius, get in touch — we may still be able to help via our wider network.

Question 13

How does Track & Treat membership work?

Accepted Answer

From £20+VAT per month per property, you get two annual mould inspections, a written report, prevention recommendations and unlimited advice from a trained mould specialist.

Chase & Tilbury

Frequently asked questions.