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FAQs

What is PGS Services?

PGS Services is a multi-trade property maintenance company with a unique emphasis on customer service. We’ve been around for more than 10 years but we’re not stuck in our ways. Over the years we’ve used technology to improve our model and, through listening to our customers, have developed our approach into the personal and friendly service we hope you’ll see today.

How does the service work?

You can book a job online or by calling us on 0203 819 7050. Once we have you booked in, you’ll have your own dedicated team of account managers to assist you and look after your job. Your account manager will hand pick the most suitable tradesperson from our top team of friendly trade experts. Prices are agreed up front and if you're not satisfied with our work we'll either put things right or we won't charge for the service.

What trades does PGS Services cover?

From heating repairs to pest control and everything in between, with the comprehensive range of trades covered we can take care of most aspects of property maintenance in and around your home or office. Have a look at the list of trades on the 'our services' page for a complete list.

Why should I choose PGS Services?

We’ve created a platform that is optimised to get customers the most suitable tradespeople for their requirements by helping account managers match the right tradespeople to the right job. We then combine this with a transparent, personal and fully accountable approach to give us a formula that offers customers a property care experience that is second to none.

We’re so confident in our model (and also just because it’s the right thing to do!) that we are delighted to commit to a comprehensive service level promise which explains exactly what you should expect from us every step of the way.

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About our Trade Partners

How are your tradespeople recruited?

Our Trade Partners are sourced from our very own Trade Network. Trade Partners apply to join the PGS Trade Network and are usually attracted to us by the flexibility, ease of use and great rates of pay that our platform offers. In order to join the Network, suitable tradespeople go through a vetting process which involves an application form, an interview and then finally, status and documentation checks.

Once vetting is completed the Trade Partner is added to the platform and is then available to carry out work for customers. Trade Partners are offered jobs by account managers based on skill set suitability and experience. Partners can choose which jobs they wish to take on and they are committed to our service level promise which ensures that the Trade Partner is both willing and able to deliver a PGS quality service.

How will I recognise my tradesperson?

Your tradesperson will arrive at your door with a PGS identity card on display and they will be wearing a PGS top of some sort (t-shirt, jumper or jacket) and a smile on their face. If any of those are missing please contact your account manager for further verification.

Are your tradespeople insured?

Our Trade Partners are required to have insurance policies with a minimum liability of £2 million.

How do I join the PGS Trade Network?

We’re always looking to improve our service so if you like what you hear about us and think you’ve got what it takes to be part of our Trade Network then we’d be very pleased to hear from you. Head to the ‘join our team’ page and contact us using the form on the page.

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Using our service

What areas do you cover?

We cover the entire London area within the M25 and much of the surrounding counties. Head to the ‘our services’ page and enter your postcode to check our prices and area coverage.

What are your opening hours?

Our customer services team operates between 8.00am and 6.00pm on Monday to Friday and between 8am and 4pm on Saturday. Although we can schedule work to be carried out any time of day or night, if you contact us outside our opening hours we will respond as soon as we’re next open.

I am a landlord (or property manager) can you help me?

Yes we can. Many of our customers are landlords and property managers and our personally managed account approach is popular with all types of customers. As well as electronically delivered documentation, online payments and liaising with your tenants, we also understand that landlords, managers and property companies often have their own unique systems and we can usually adapt our service to suit your needs.

Do you charge for parking?

We do not charge for parking. In some areas where parking can be difficult, any assistance that can be offered is appreciated and helps with the smooth running of the jobs. Please let us know at the time of booking if you have any available off street parking or are able to supply parking permits.

Can I supply my own parts?

Yes, we are always happy for customers to supply their own parts and materials. In these instances we cannot be held liable for incorrectly ordered parts and in the event of a warranty claim arising from a fault, because we are not the supplier’s customer, we are unable to represent our customers in the way we usually would.

Do you mark up the cost for parts that you supply?

Yes, we negotiate low prices with our trade suppliers and although we pass savings onto customers we cover some of the costs of managing supplier relationships by applying a mark up. We do not supply parts at any more than recommended retail price, it’s usually much less.

What happens if a fix fails a few days later?

If there is a problem with a job that we have carried out for you within the guarantee period (usually 6 months unless otherwise agreed) then we will come back free of charge to assess the situation. If the problem proves to be related to the original work then it will be fixed again without additional charge.

Is the work guaranteed?

Yes, as standard our work is covered by a 6 months guarantee (unless otherwise agreed in advance). If parts have been supplied then these will be covered by a manufacturer warranty, usually from 12 months upwards. Your tradesperson will be happy to advise on parts warranties.

You don’t appear to cover my area, what should I do?

As demand for our service grow, we're gradually expanding the area we cover so hopefully we'll be in your area soon. If you think you might be on the edge of our area of coverage please contact us anyway as there is a chance that we'll be able to help.

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Accounts, payments and invoicing

When should I pay for the work?

As standard payment is due on completion of the work. For longer duration jobs or to cover the cost of parts that may need to be purchased midway through a job, we may request a deposit or stage payment.

How can I pay?

When it's time to pay we will send you a payment request via email. This usually happens after the job (sent along with the job report) and occasionally during the job for interim payments and deposits. We're also happy for you to pay with a BACS transfer. There is no charge for payment with debit card, credit card or BACS transfer.

Do you accept cash?

For reasons of security, insurance and practicality, we are unable to accept payments in cash. Because of these difficulties, if you choose to pay a tradesperson directly (cash or otherwise) you will invalidate your guarantee and your tradesperson will be in breach of their service agreement.

Can I have a discount?

We offer a discount on our standard rate card prices to all existing customers after the first job has been completed. For all other types of discounts please speak to the tradesperson on site, who will be happy to consider all reasonable requests for discounts.

Can I get a VAT invoice?

Yes, we’re a VAT registered company and all amounts received include VAT. Our system usually sends out the VAT invoice on completion of the job but if you have not received yours, or have any special requirements, please ask your account manager.

Do you offer company accounts with payment terms?

Yes, we do offer company accounts to established landlords, property managers and letting agencies. Please let your account manager know if you would like to be considered for payment terms.

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