The SFRA Homeowner Promise
The SFRA Homeowner Promise is our written commitment to UK homeowners: every removal company we introduce you to has been checked and approved before joining our network, you are never charged for using us, you are never obliged to proceed, and if a problem arises with a company we introduced, you can raise it with us and we will work with both sides to get it resolved.
- Cost to homeowners
- Free
- Obligation to proceed
- None
- Min. public liability cover
- £2m
Last updated: · Applies to all homeowner introductions made by Spray Foam Removal Advice (SFRA) across England, Scotland and Wales.
Our six promises to you
These apply from the moment you contact us, whether you go on to book work or not.
We only introduce you to companies we have checked and approved
Every company in our network is assessed before it can receive a homeowner introduction — including proof of public liability insurance of at least £2 million, evidence of relevant spray foam removal experience, and customer references we contact directly. Companies that fail any stage are not admitted.
You never pay us, and you are never obliged to proceed
Our advice, matching and support are free to homeowners. You can take a quote, take several, or take none. Nobody at SFRA is incentivised to pressure you, and we do not require you to appoint any particular company from the ones we introduce.
We are transparent about how we are paid
SFRA may receive a fee from a removal company when we introduce a homeowner to them. This never increases the price you are quoted, and we tell you this up front rather than burying it. Knowing how a matching service makes money is something you should expect from any provider.
We tell you what standard of work and documentation to expect
Before you commit, we explain what a competent removal should include, what evidence of removal you should receive, and what certification options exist — including certificates with independent RICS surveyor sign-off, which many lenders and surveyors find easier to accept than a self-issued document.
We stay reachable after the introduction
Our involvement does not end when your details reach a company. If a company is slow to respond, quotes something different from what was discussed, or you simply want a second opinion on what you have been told, you can come back to us and ask.
If something goes wrong, we help you resolve it
If you have a problem with a company we introduced, raise it with us. We will take the details, contact the company on the record, and work with both sides towards a resolution. Where a company will not put things right, we remove it from our approved network so other homeowners are not sent to it.
Who does what: SFRA vs the removal company
We are an advice and matching service, not the contractor. Being clear about this up front is part of the promise.
| Responsibility | SFRA (us) | Approved company |
|---|---|---|
| Free advice on your situation and options | Yes | — |
| Checking and approving the company | Yes | — |
| Introducing you to suitable companies | Yes | — |
| Visiting and surveying your property | — | Yes |
| Providing the quotation and contract | — | Yes |
| Carrying out the removal work | — | Yes |
| Issuing evidence of removal for your lender | — | Yes |
| Helping resolve a dispute with an introduced company | Yes | Yes |
| Removing an underperforming company from the network | Yes | — |
Your contract for any removal work is with the company you choose, not with SFRA. SFRA may receive a fee from a company when we introduce you — this never changes what you pay, and we do not require you to appoint any particular company.
What happens if there's a problem with an approved company
Most jobs run smoothly. When they don't, you are not on your own — this is the practical difference between finding a contractor yourself and coming through SFRA.
Tell us what has happened
Call 03330 908 569 or email our support team with the company name, your postcode, and a short description of the issue. Photographs and copies of the quote or invoice help considerably.
We review it against what was agreed
We check the introduction record, what the company committed to, and whether the issue falls within the standards we approved them against — for example scope of work, documentation promised, or conduct.
We contact the company on the record
We put the issue to the company directly and ask for their account and a proposed remedy. Having a third party who introduced the work involved usually moves things along faster than a homeowner chasing alone.
We work with both sides towards a resolution
We stay involved while the company puts the work or documentation right. If your issue is about certification for a mortgage lender, we can also advise on what evidence the lender is likely to require.
We act on the outcome
Outcomes feed back into our network. A company that will not resolve a legitimate complaint is removed from our approved list. Where the matter needs to go further, we will point you to the appropriate route, such as trading standards or your own legal advice.
Raise an issue with us
Tell us the company name, your postcode and what has happened. The sooner you tell us, the more options there usually are to put it right.
How a company becomes SFRA-approved
Approval is not automatic and it is not permanent. Companies are assessed before they join our network and monitored afterwards, with removal from the network as the sanction for falling below standard.
Questions about the promise
Does the SFRA Homeowner Promise cost anything?
No. Our advice, company matching and support are free to homeowners. SFRA may receive a fee from a removal company when we introduce you to them, but this does not increase the price you are quoted and there is no charge to you at any stage.
Is SFRA the company that removes the spray foam?
No. SFRA is an independent advice and matching service. The approved company you choose surveys your property, provides its own quotation and contract, and carries out any removal work. Your contract is with that company, not with SFRA.
What should I do if an approved company does poor work?
Contact SFRA on 03330 908 569 or by email with the company name, your postcode and details of the problem. We will review the introduction, put the issue to the company on the record, and work with both sides towards a resolution. Companies that will not put legitimate problems right are removed from our approved network.
Am I obliged to use a company SFRA introduces me to?
No. There is no obligation at any point. You can compare the quotes you receive, get quotes elsewhere, or decide not to proceed. We do not steer you towards a particular company and nobody at SFRA works on commission for a specific contractor.
How does SFRA check a spray foam removal company before approving it?
Approval requires verified public liability insurance of at least £2 million, Companies House and trading history checks, demonstrated spray foam removal experience, and customer references we contact directly. Approved companies are then monitored on homeowner feedback and can be removed from the network.
Does the promise cover certification for my mortgage lender?
We will explain what evidence of removal and what certification options exist, including certificates with independent RICS surveyor sign-off. The certificate itself is issued following inspection, and requirements vary between lenders, so always confirm what your specific lender needs before commissioning work.
Ready to get quotes with this promise behind you?
Tell us about your property and we'll introduce you to approved companies in your area. Free, no obligation, and the promise above applies from your first contact.