Customer FAQs
The questions people actually ask before committing, answered plainly, including the awkward ones.
The model
Who does what
Is Mortaro Group the builder?
No. We carry out no construction work of any kind. The work is done by an independent main contractor who is named in your quotation before you commit.
Who actually carries out the work?
An independent main contractor selected from our network for your specific project. They hold the insurance, provide the workmanship warranty, and your construction contract is with them.
So what exactly do you do?
We appoint a contractor from our network, arrange the site visit, prepare your written quotation, handle the communication throughout, organise start dates, administer the payments and escalate anything that stalls.
Why does my quotation name another company?
That company is your main contractor: the independent company that will carry out the work, hold the insurance and provide the workmanship warranty. Mortaro Group coordinates the project around them, and you deal with us throughout. Who you're dealing with explains it in full.
Do you supervise the building work?
No. Your contractor runs the work on site. We coordinate everything around it: communication, quotations, timings, payments and escalation. We do not inspect or sign off the work.
Why can't I find Mortaro on UK Companies House?
Because we are not a UK company. Mortaro Group is a trading name of Johnson & Marshall Limited, company number 125247, registered in Gibraltar, so our record is on Gibraltar's companies register. A search on UK Companies House may bring up similarly named UK businesses that have nothing to do with us. Who you're dealing with sets out our details.
Money
Quotes, payments and cost
Who provides the quote?
Your contractor prices the job at trade rates after the site visit. We prepare it as a clear written quotation on our template, naming your main contractor. It is valid for 30 days.
Does using Mortaro make it more expensive?
No. Because our contractors quote us at trade rates rather than retail, the figure you receive is comparable to approaching a contractor directly. The coordination comes with it rather than on top of it. We won't claim to always be the cheapest; anyone can be undercut.
Who do I pay?
Payment is legally made to your main contractor. Mortaro Group processes it as their payment administration agent and passes it on without unnecessary delay. We do not hold client funds and we are not an escrow service.
What deposit is required?
25% to secure the works, with the balance due on completion. The deposit is legally paid to your contractor and transmitted by us on their behalf.
How can I pay?
Bank transfer. We do not take card payments.
Protection
Warranties and putting things right
Who provides the warranty?
Your contractor. Every contractor in the network agrees to a minimum 12-month workmanship warranty, usually running from completion, and larger works such as full replacements typically carry considerably longer cover. The exact terms are set by your contractor and confirmed in your quotation.
What happens if something goes wrong?
Your contract for the work is with your contractor, so the warranty and any claim for defective work sit with them. What we do is chase it: we escalate on your behalf and push for attendance and resolution. Contractors who fail to put things right are removed from our network.
What if my contractor stops responding?
Tell us. Getting hold of contractors is the single most common problem in construction and it is the main reason we exist. We chase on your behalf rather than leaving you to it.
Is my deposit protected?
We won't describe it as protected. Your deposit is paid to your contractor, and we receive and pass it on as their payment administration agent. We do not hold client funds and we are not an escrow service. What you do have is a contractor who was checked before being introduced, is named in your quotation before you pay anything, and answers to a network that removes contractors who fail to put things right.
What if the contractor stops trading?
The workmanship warranty is provided by the contractor, so it depends on that company continuing to exist. This is true of any contractor you hire directly as well. It is a feature of the industry rather than of our model, but we would rather you knew it before you commit.
Practical
Getting started
What areas do you cover?
We coordinate projects across the UK. Contractor availability varies by area and job type, so tell us your postcode and what you need and we will confirm what we can arrange.
What types of project do you coordinate?
Most of our current work is roofing, skylight and rooflight installation, and larger domestic construction. The coordination model is not limited to particular trades.
Does it cost anything to get a quote?
No. There is no charge for a quotation and no obligation to proceed.
How long does it take to get a price?
We aim to get a contractor to you quickly, and aim for about 48 hours on smaller works. More involved jobs can take longer to price properly, and we will tell you when to expect yours rather than leaving you guessing.
Start here
Tell us about the work you have in mind
We will confirm we cover your postcode, arrange a site visit with a contractor from our network and send you a written quotation. No charge, no obligation.