Why phone references instead of relying on written reviews?
You phone references instead of relying on written reviews because reviews are usually written within a week of handover before problems surface, and phone calls six or twelve months out reveal how the fitter handles snags in the medium term.
Written reviews test the honeymoon. Phone references test the marriage. Snag response, warranty claims, and how the fitter behaves once the final invoice is paid all come out in conversation, not text.
When should I ask for references?
You should ask for references at the same time you request the quote, not after — an early ask filters out fitters who will not provide them and gives you time to phone before the quote decision.
A fitter who takes days to produce reference numbers is a fitter with something to hide. Genuine local fitters keep a ready list of five or six recent clients who agreed to be contacted, and share three at the quote stage without hesitation.
What if the fitter offers only recent references?
If the fitter offers only recent references, ask for one from at least a year ago as well — long-term references reveal warranty behaviour that recent references cannot yet know about.
A mix of two recent clients and one client from 12–18 months back is ideal. The older reference tells you whether the workmanship warranty was honoured. Fitters who cannot produce any client older than three months either changed name recently or lost clients — both worth asking about.
How do our fitters handle references?
Our fitters handle references as a routine part of the quote pack — every fitter in our team keeps five contactable references on file and shares three by default with each quote.
We also collect our own reference feedback in parallel and only keep fitters on our team while their references remain positive. You can still phone the fitter's references directly; we do not stand between the two.
The four-question reference script
| # | Question | What a good answer sounds like |
|---|---|---|
| 1 | Was the project finished on time? | Yes, within a week of the committed date; delays were flagged early |
| 2 | Did the final invoice match the quote? | Yes, or extras were pre-agreed in writing before work started |
| 3 | Were snags fixed promptly after handover? | All snags closed within 2–4 weeks of the walk |
| 4 | Would you hire this fitter again? | Unhesitating yes, and often 'already have' or 'recommended to friends' |