The House Surgery Ltd

Thank you, Matthew, for your lovely comments, it was a pleasure to work with you all the way through, and we wish you lots of happy times in your new home..!!

Thank you John, it's been a pleasure working with you...!!

Thank you Satvir,

It has been a pleasure working with you both throughout the process, and we're very pleased you loved what we did.. we look forward to working with you again too.

Warmest regards
Emma & The Team

Thank You Gavin,

It has been a pleasure working with you on both projects.

Warmest regards
Emma

Thank you Gemma,

It has been an absolute pleasure working with you.

Warmest regards

Emma & The Team

The House Surgery Ltd always strives to provide the highest quality service to its clients.

After addressing the issue with Duncan when he emailed us nearly 3 months after the furniture had been removed, to complain about screws being put into the walls, and that he would have preferred us to use sticky fixers. I explained that sticky fixers were simply not a safe or feasible way in which to hang artwork.

We do not use this type of fixings as they are simply not adequate to hang the calibre of artwork that we use within our show homes. We hang quality artwork, most often wood framed and glass fronted, the frames are often just under or just over a meter in length and in height. These items are heavy, they simply will not be held safely to walls via sticky strips. If these pictures had been hung with such fixings they would probably have fallen off the walls creating some serious damage to a client’s floors or our furniture. This would be a huge risk to any property, and one that I would professionally not be willing to take. It is my responsibility to ensure the safety of our team and potential viewers to a client’s show home. Therefore, I would not even consider this method of hanging pieces of artwork or mirrors.

Prior to fitting any show home each client is sent a proposal; this proposal details what to expect and tells the client that we hang artwork and mirrors to complete the look.

Also prior to fitting each show home, every client receives and signs our T’s & C’s; these state quite clearly that artwork will be hung on the walls and drilling will be necessary in order to do this.

Artwork and mirrors are an integral part of any show home, and we detail very clearly within our terms and conditions that as standard practice they will be hung, and that in doing so holes will be made in the walls where screws are inserted. However, it is completely fine for a client to ask us not to do so prior to fitting if they would prefer we don’t drill screws into the walls.

If there is ever anything a client is unhappy about once we have installed a show home, we will of course do our very best to rectify this situation straight away. In this case after the show home was installed back in June 2016, no such complaint was made. We received a telephone call stating how happy they were with everything, and how lovely it looked.

The furniture was removed in December 2016 in a timely and professional manner from the show flat and at no point after removing this furniture did we receive any telephone call or email from the client complaining of any damages to their walls.
Nearly 3 months later in March 2017 and completely out of the blue, with no former indication of being unhappy or any prior instruction or complaint about the way in which this artwork was hung, we received an email stating we had damaged the walls. Furthermore, that we should have used sticky strips to hang the artwork and mirrors within the property. Images of the screws in the walls were sent through, along with an invoice for £1020, for the re-decoration of the whole flat, and it was demanded that we pay this invoice.

Of course, I pointed out to Duncan that installation of artwork is clearly detailed in both our proposal of design and also detailed 3 times within our contract. I most certainly did not deem this to be arrogant nor offensive, but to simply make very clear that we advised him of hanging artwork on the walls, and how it would be done, from the very beginning, some 2 weeks prior to the install of his show home. Thus, giving him ample time to ask us not to hang such items if he so chose to.

Had this issue been addressed with us prior to the install we could have of course looked at hanging much smaller, cheaper artwork, or not hanging it at all.