FAQs - Frequently Asked Questions

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1. Why have you chosen these start times?

   Starting at 9.30pm* avoids the school run at 9am. 1.30pm follows on from the morning start time.
   

2. Where are you based?

   I am based in Kingston Park, Newcastle upon Tyne, NE3, UK.

3. What experience do you have?

   This business was established in Newcastle upon Tyne in April 2021 (4 years, 0 months ago).
   My experience is described on my gallery page.

4. Can you do outdoor painting, or the laying of concrete, during the winter?

   No. Outdoor painting, or the laying of concrete, requires a temperate above 10 °C; this only occurs in this region from the beginning of April to the end of November, and not during December-March.

5. What is your safety policy?

   I have a responsible attitude towards health and safety and take responsibility for assessing and minimising risks. A risk assessment involves identifying hazards that have the potential to cause harm and ensuring that the associated risks are well controlled. I am aware of the Health and Safety Executive (HSE) guidance on health and safety law, controlling risks in the workplace, avoiding danger from underground services and health and safety in roof work.

6. Are you insured?

   I have public liability insurance for Garden Maintenance (excluding tree felling) and Handyman (property maintenance only). The public liability cover is up to £1,000,000; this provides legal liability to pay damages and associated legal costs for accidental injury and damage to material property. Full details are available upon request. This insurance is currently in place until 25 July 2025; please check if this date has passed.
   Exclusions: The felling or lopping of trees (other than the pruning of bushes, shrubs or hedges) is excluded. There is a working height limit of 10 metres and a depth limit of 1m (10 metres is approximately the height of a 2 storey house). There are exceptions for the use of flames, demolition, asbestos, other dangerous materials and some high-risk environments.

7. Do you work on vacant properties?

   No, since March 2025, I no longer work on vacant properties. A responsible adult will need to be at home for the start, end, and the majority of the duration of my stay. You will have be at home to provide access to your property, electricity and water if needed, to answer questions about any problems that may arise, and to take responsibility for securing your own property when I leave. It is not my responsibility to look after children, pets or family members in need of care. In England, a child is defined as anyone who has not yet reached their 18th birthday.

8. Can you fell trees?

   No, I am not insured to fell trees. The felling or lopping of trees (other than the pruning of bushes, shrubs or hedges) is excluded by the business insurer.

9. What do you mean by "some high access"?

   There is an insurance policy height limit of 10 metres (30 feet). Ladders can be used if it considered safe to do so. A climbing harness and rope may be used for high access. I do not fell trees.

10. Can you clear gutters?

    Clearing gutters depends upon the height of your property and the accessibility of your gutters. (see Gutter Clearing Page)

11. Is there anything you will not do?

    I do not work on the specialist plumbing areas of central heating systems, radiators, boilers, gas, underground drainage, new electrical installations, car repairs, car servicing, felling trees, roofing beyond first floor level, full new kitchen installations, full new bathroom installations, working on technical tasks with members of the public, lifting very heavy items over 40Kg, installing items with a value over £200 (due to damage liability) or the loaning, or hiring out of tools or equipment. I no longer carry out plumbing, due to the incompatibility of different manufactures parts, and I have stopped offering high access work (roofs and aerials above first floor) due to the range of specialist ladders required to do this. I no longer work on vacant properties. It is illegal for me to drive rubbish to the tip for you.

12. Can I skip out using your booking form?

    No, it is not possible to make a booking using WhatsApp, text, email, phone call, or in person conversation. This is because availability, quotations, invoice generation, payments, and booking communications are all computer generated using complex, custom built software.

13. Can I book without getting a quote?

    No, you need to know how much it will cost to make your booking by viewing the online quote, and be willing to pay that amount.

14. Can I make a booking without making a minimum advance payment?

    No. To to confirm your booking, you will need to make the minimum advance payment within 24 hours of receipt of your booking acceptance, so that your job can be entered into my diary.

15. Can I pay in arrears by cash?

    No. Only electronic payments (online banking, PayPal or using a bank card online) are accepted.
    Cash payments in arrears are not accepted.

16. Can I make a booking without using email?

    No. Your booking will be processed using email correspondence. You need to know how to login to your own email account, and you will need to be able to respond to emails so that you can complete your booking.

17. When are you available?

    My up-to-date diary is shared with you online.
    You can view my availability for the next two weeks here:
    https://www.home-and-garden-newcastle.co.uk/availability.php
    
    Please bear in mind that exterior work will require a suitable weather forecast.
    The BBC 14-day weather forecast for your area can be checked here.
    https://www.bbc.co.uk/weather
    
    Please check that the forecast is warm and dry enough, with a wind speed less than 25mph.
    Temperatures of over 10°C are required for paint and concrete to dry.
    
    If you require more than two consecutive days, or if you need to specify a different day, please request this by email.

18. Why can't I book more than two weeks ahead?

    Because two weeks is the limit of reliable weather forecasting. If we later discover that it is likely to rain heavily on the day that you had requested, then any outdoor work would have be rescheduled, which may create unnecessary inconvenience for you.

19. Can you do regular garden maintenance?

    Yes, I do have regular customers who just go online and book me whenever they need me.
    You can easily make your booking here: Quote & Booking Request Page

20. Should I book one hour at a time for regular gardening?

    Booking for only one hour at a time is a more expensive way of getting the work done. It would be cheaper for you to book two hours, or half a day, say once a month, rather than returning frequently for only one hour.

21. Should I send you photos?

    I don't usually need photos, as long as your task description is clear. Occasionally, I am sent photos if the task particularly difficult or complicated.

22. Do I need to be at home when you call?

    Being at home: I no longer work on vacant properties. A responsible adult will need to be at home for the start, end, and the majority of the duration of my stay. You will have be at home to provide access to your property, electricity and water if needed, to answer questions about any problems that may arise, and to take responsibility for securing your own property when I leave. It is not my responsibility to look after children, pets or family members in need of care. In England, a child is defined as anyone who has not yet reached their 18th birthday.

23. Why is there no cash payment option?

    Cash cannot be paid in advance online.

24. What do you mean by "minimum advanced payment"?

    To confirm your booking, you will need to make the minimum advance payment upon receipt of your booking acceptance. This must be made within 24 hours, so that your job can be entered into my diary. To reduce the chance of overpayment (for example if the work is completed faster than expected), or to reduce the risk to you of making a large upfront payment, part-payment can be accepted in stages, a day at a time in advance. Essentially, "minimum advanced payment" enables customers who book more than one day, to pay in part payments. The latest that you can make an advance payment for the next day is 6pm on the day before, so that I have enough time to prepare for the following day. Late payments will result in delays in starting, or progressing with your job.

25. Should pay the "minimum advanced payment" or the full amount?

    If you are given this choice, then paying the full amount is easier, as it is just one transaction. However, if you are worried about paying a large amount in advance, then just pay the minimum advance payment, and pay the rest one day at a time, by 6pm on the day before. The disadvantage of this, is that more transactions have to be made.

26. Could it cost me more than expected?

    If I’m not having to buy materials for you, and the job you are asking for can be fitted into the time you’ve paid for, then the cost will not increase. However, if the job is difficult, takes longer than originally expected, or your list of tasks increases, then the time taken, and therefore labour cost could increase, but only if you are happy to pay for the extra time needed. If you don’t want to pay for more time, you don’t have to, and I would have to simply do the best that I can in the time available.

27. Why should I pay in advance?

    Paying, at least the minimum payment in advance, ensures that your booking is genuine.
    
    It is not possible to reserve dates without a minimum payment in advance. Without this precaution, it would be possible to be booked out weeks in advance, only to be cancelled at the last minute. This causes business losses and is not financially viable.

    The following businesses also require payment in advance:

    

28. Why should I pay for materials in advance?

    Materials can be very expensive. Making a large payment for materials presents a financial risk, which could potentially generate business losses. This not financially viable.

29. How do I pay using PayPal?

    If your booking requested is accepted, you will be sent a link by email to my checkout page. From there, you will reach the PayPal shopping cart. You can either pay from your PayPal account, or pay without an account using your bank card. Data Security Guarantee: Your bank card details and mailing address are securely managed by PayPal, and are not stored by this website.

30. Can I pay without having a PayPal account?

    Yes, from the checkout link that you received:
    
    *Click “add to cart”
    *Click “or Check Out, Pay without a PayPal account”
    *Under the PayPal login button, choose “Pay by Debit or Credit Card”
    

31. Is PayPal safe?

    When you pay with PayPal on any website, you’re covered by PayPal Purchase Protection.
    Further details can be found here.
    
    Data Security Guarantee: Your bank card details and mailing address are securely managed by PayPal, and are not stored by this website.

32. I am anxious about paying you in advance and online; what should I do?

    If you are anxious about paying, I would recommend paying by PayPal. This is because they are a third party, that offer you buyer protection. Also, you don't even need a PayPal account to use it.
    (see previous questions)
    
    This customer review may also reassure you: “This was my first time paying before a gardening job was done. But I needn’t have worried. Robin turned up on the time stated and worked hard throughout a wet day restoring my garden, after a wet winter, to spring ready! Robin did an excellent job and I would recommend him for gardening. Thank you Robin for your hard work.”

33. How are travel costs calculated?

    £0.9/ mile is made up of the HMRC rate of £0.45/ mile, with the driving time included. Round trip distances are calculated using navigation software to the centre of each postcode area, taking the fastest driving route; this may not necessarily be the shortest distance. Amounts are rounded to the nearest pound.

34. Is your time estimate always exact?

    No, any time estimate may not be exact. Overrun: It is difficult to gauge how long tasks will take. Unforeseen circumstances may mean that extra tasks become introduced, problems, or the planned work, take longer than expected to resolve and complete. For this reason, any time estimate may not be exact. Consider that your job could reasonably end up taking 50% more time than originally planned for. You will need to decide whether this would still be affordable for you, before agreeing to the work being done. Be aware of the risk of mission creep: the gradual broadening of the original objectives of a mission, which can result in a much larger job, which takes a longer time than was originally expected. This may not apply if it is clear that this task can be completed in a fixed amount of time, without any possibility of overrun.

35. What happens is the weather is too poor for outdoor work?

    A bit of light rain isn't a problem for me; I will accept the booking and simply carry on as normal. If we can see that heavy rain is forecast, I would suggest a better day at the time of booking. Rarely, the forecast is wrong and it rains heavily. In this case, we would just rearrange the day by email.

36. Can bookings be rearranged or cancelled?

    Yes, bookings can be rearranged, subject to availability, although it does cause me to loose work, so I try to accept bookings where the forecast looks promising. I will also offer a refund if you wish to cancel after booking. These situations rarely occur though. Cancellation by you, or misuse of the online booking system, may jeopardise acceptance for any future bookings.

37. Can you take rubbish to the tip for me?

    No. Any gardening cuttings or other rubbish will need to be disposed of in your own domestic rubbish bin where possible. You will need to arrange the removal of any larger quantities of rubbish yourself. The council provide waste collection facilities and services for you. It is illegal for me to drive rubbish to the tip for you. (see Waste Disposal Page)

38. Do you do fencing?

    I can carry out repairs to fence posts and replace a fence panel, however I am not a fencing contractor, so I do not carry out full fence replacements. (see fencing page)

39. What is your coronavirus (COVID-19) policy?

    If you are unvaccinated, shielding, or at risk from coronavirus (COVID-19), please notify me in advance so that the usual coronavirus (COVID-19) precautions of mask wearing, social distancing and wearing of sterilised gloves can be followed.

40. Have you considered elderly and disabled access to your service?

    Yes, I understand that some elderly people and some people with particular types of disabilities may have difficulty in accessing this service, as it is a digital platform. This doesn’t exclude them though. Usually in these cases, a family member or carer will manage the booking and payment on their behalf; this so far, has worked well.

41. Is this business legal?

    Yes. I am registered as a self-employed sole trader with the UK government's HMRC.

42. What is your email address?

    adminhome-and-garden-newcastle.co.uk

43. Where are you based?

    I am based in Kingston Park, Newcastle upon Tyne, NE3, UK.

44. Do you have any criminal convictions?

    No. I have worked as a teacher and a care worker. In both cases I had to pass Criminal Records Bureau (CRB) checks. Copies are available if required.

45. Do you have any ideas about how I could redesign my garden?

    Yes. Ideas about how you could redesign your garden can be found here.

46. Can you recommend any flowers and plants?

    Yes. Highly recommended flowers and plants for UK gardens can be found here.

47. Do you have any advice about controlling weeds?

    Yes. Advice about controlling weeds can be found here.

48. Is there a best time of year to plant things?

    Yes. In the UK, planting is typically based on the seasons to align with climate and growing conditions. The details of this can be found here.

49. How can I make my own compost?

    You can find out how to make your own compost from kitchen waste here.

50. How long does pressure washing take?

    It takes 15 minutes to set up the pressure washer and 15 minutes to tidy it away. The time taken depends upon the area and whether moss is present, according to the table on my pressure washing page.

51. Can you advise me on interior design and colour scheme ideas?

    Yes, you can find out about interior design and colour scheme ideas here.

Basics   Safety - Insurance   Booking   Payments   Travel   Estimates   Weather   Cancellation   Rubbish   Fencing   Medical   Business   Gardening   Decorating