Dear Mr Baker,
We are sorry to see your recent review. We have only recently been made aware of your concerns regarding the flooring around the WC, despite the bathroom installation having been completed approximately 5½ years ago.
We have reviewed the concerns raised and would like to clarify the circumstances for the benefit of anyone reading this review.
The bathroom installed was not a wet room. It was a bathroom with a wet floor area, with half-height shower doors installed as part of the agreed design. The flooring system was installed around the existing WC, which was being retained as part of the original works.
The removal, lifting, storage and subsequent refitting of the existing WC was not included within the agreed scope of works. Removing a used WC also involves disconnecting the sanitary appliance and associated drainage, with appropriate hygiene and contamination considerations for our installers. This is not work that would automatically form part of a flooring installation and would need to be specifically agreed in advance.
We understand that the WC has subsequently been replaced and that the replacement has a different footprint, resulting in an area of flooring being visible around the front of the new toilet. This subsequent change does not alter the scope of the works agreed and completed approximately 5½ years ago.
We have explained directly to Mr Baker that, while we are happy to consider carrying out a patch or alteration to the flooring, this would be additional chargeable work, as the removal of the original WC and installation of flooring beneath it were not part of the original agreed works.
We have also acknowledged Mr Baker's request to raise a formal complaint and have responded to his concerns directly. We remain willing to discuss the matter with him and, should he wish to proceed with an alteration to the flooring, we are happy to provide a quotation for the additional work.
Sarah McCabe
Operations Manager
Absolute Mobility Ltd