Customer Promise

You, our customer, are at the heart of everything we do and our Customer Promise has been created to build trust and be transparent. After all, trust is one of the most valued attributes our ex-military tradespeople offer you.

Our promise to you

By entrusting one of our Building Heroes to complete your domestic or commercial work, you are giving something back to ex-military servicemen and women who are forging successful second careers. In return, we offer our Customer Promise, aimed at providing you with the assurance and confidence you need before choosing a Building Hero above any other tradesperson.

We promise to:

  • Always be honest 
  • Disclose all fees and charges before coming to you 
  • Keep appointments and arrive on time
  • Be courteous and treat you, your property, and belongings with respect 
  • Keep you informed about all aspects of the work 
  • Return phone messages promptly
  • Deal with complaints promptly and professionally
  • Never demand cash payment
  • Never be verbally or physically abusive or threatening to a customer in any way. 

In addition, we are transparent about our ways of working:

Our recruitment process

As part of the Building Heroes family, we’re committed to ensuring that all of our veteran tradespeople and Building Heroes Property Services staff are interviewed to make sure that Building Heroes Property Services is right for them. This gives us an opportunity to see how they’ll conduct themselves in accordance with our customer promise too.

Accreditations and Qualifications

Accreditations and/or qualifications will be added to the online profiles of our tradespeople to make sure we point the right person to the right job. All profiles are checked and verified by us. Please note, not all trades do require accreditations so this may be why you can’t find them.

Public Liability Insurance

All of our Building Heroes will have valid Public Liability Insurance, to ensure you and your property are covered. We require up to date copies of their Public Liability Insurance each year, upon renewal. 

ID checked

Each new member must provide us with a valid, in-date copy of a photo driving license or passport so that we can verify their identity.


All Building Heroes Property Services operatives are continually monitored via their customer’s feedback. 

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