This is our experience with Anglian Home Improvements Driveways on their attempt to lay Block Paving.
It all started with a visit from one of their reps, please note the following are extracts from our Chronology that we will be using should we have to go to court.
Straight to the Summary
The Start of our Problem – What we ordered and Expected from Anglian.
Anglian Home Improvements representative came on Monday 9th June 2008 to measure and quote for a new driveway.
We were given an “Anglian Home Improvements – Your New Driveway” brochure (evidence 1), which illustrated the
process which Anglian Home Improvements would go through (evidence Online Info).
We were informed that they used 60mm blocks as standard and that they were so confident of their workmanship
that they guarantee all driveways for 5 years. Great emphasis was given to their 4 stage inspection process.
We were informed that once the contract had been signed, start to finish would be 6 weeks. We were also informed a surveyor would
be out in approx 1 week and would carry out stage one of the Anglian 4 stage process.
We were informed that Anglian use MOT type 1 material , as this gives a firm solid base. We could go fo a cheaper
quote from another company, but if they didn’t use MOT type 1, we would maybe encounter problems 12-24 months
down the line with the driveway sinking and if they had given a guarantee they may not be around to fulfil this.
With Anglian you have peace of mind that they will be around in 5 years time to honour their guarantee if needed.
We were informed Anglian would take care of any permits which may be needed and, if planning permission was
required, they would also do this.
The sales Representative said the actual driveway would take 2 weeks with one team, or one week if they put 2 teams
on the job.
After being reassured of the professionalism of Anglian Home Improvements , commitment to duty, care and attention to detail and their
value for money, we signed the contract that afternoon with sales manager.
Stage 2 This is the work Anglian started.
Anglian Home Improvements team of 3 workers arrived 10am on 28th August 2008. They promptly started work on removing the
concrete from the driveway and earth from the rear of garden.
Late morning the sand and blocks (Regatta style) were delivered and off loaded. 4 pallets of blocks were left top
right hand corner of the garden, whilst the remainder were left on the public footpath with part of the sand also on the road.
Whilst the concrete and earth was being disposed off, 2 workers carried on removing the earth which was placed in a mound
at the front of the garden. The driver arrived back at approx. 1pm with a tip truck full of ‘MOT type 1’ which they promtly off
loaded onto the cleared area. During this process the lorry got stuck on the mound of earth and was unable to pull forward
to distribute the load evenly.
Mid afternoon they arrived with another lorry load of ‘MOT type 1’
At 3pm I contacted the Anglian Home Improvements Driveways Manager reiterating my concerns regarding the sub base and depths.
At 16.55 Anglians team left but returned a couple of minutes later with 4 road cones, 2 were placed on the road
and 1 each end of the excavation on the pathway.
On 29th Anglians team arrived between 8.30am and 8.50am. Excavated the remainder of the earth and left at 10am
Anglians surveyor arrived at 3pm, took measurements of depths and images of depths and photos and sample of sub base.
Site throughout has been left unsecured.
Stage 3 This is what we received!
This is ongoing as of 1st November 2008
We signed our contract with Anglian on 09.06.08 and was informed that from start to finish, the driveway would be approx 6 weeks,
and that within a few days a site survey would be carried out. At this point we could also finalise the pattern and choice of paving blocks.
Clause 4 states, “The survey will be carried out at the earliest opportunity and not later than 21 days after the date of the agreement”.
Despite calls to Anglian (Names Omitted) the survey was carried out on 30.06.08, which was exactly 21 days from the date of the agreement.
On 25th July I wrote to Anglian giving them notice to provide a start date, a copy of which was sent to the Group Chief Executive.
We received a reply, dated 28.07.08, saying it was being investigated with extreme urgency.
We also received a letter, again dated 28.07.08, giving the depot details that would be dealing with this driveway.
On 13.08.08 we again wrote to Anglian stating that every opportunity had been given to them to provide us with a start date and that we
wanted to cancel the contract, due to their inability to provide us with a date. We were informed in a letter dated 15.08.08 that we couldn’t cancel,
as it was outside the cooling off period and that our request had been forwarded to Mr X at Anglian, who would contact us shortly.
When we spoke to Mr X at Anglian he knew nothing about this matter and informed us that this was not his department.
We received a phone call from Anglian on the evening of Wednesday 20.08.08, asking if they could start on Friday 22.08.08 as they had had a cancellation.
We said this was not convenient and a date of Thursday 28.08.08 at 8am was agreed.
Anglian Home Improvements team arrived at 10am on 28.08.08 and, after unloading the trailer of the small digger, proceeded to remove the concrete from the driveway,
loading this directly onto their tipper truck. The generator was placed on our neighbour’s drive towards the garage; this was used to work a pneumatic
hammer drill, which they used to remove the concrete close to our garage door.
Concrete from under the garage was removed, along with wall footings on the farside.
During the morning the sand and paving blocks arrived, we ordered rivenhall, but the ones delivered were regatta.
These were unloaded onto the top end of the garden and the public pathway, the sand onto the pathway and road.
No cones/barriers etc were placed to warn motorists or pedestrians of the possible obstruction.
Earth was removed from the back of the garden and placed in a mound at the front of the garden.
The truck and a driver left to dispose of the lorry contents and returned at approx 1pm with ‘MOT type 1’ base. The truck reversed over the pathway
to unload its contents onto the cleared area. They tipped the contents, but were unable to move forward to distribute the load evenly,
as the truck had got stuck on the mound of earth. The contents of the lorry crashed against our front door. The truck was moved with the help of the digger.
The team immediately set about moving the ‘rubble’ as quickly as possible. I called Anglian to inform them of what had happened, the receptionist seemed
suprised, as they had been informed that the contract had been cancelled. Once the rubble had been removed we opened the door, but were unable to close it.
One of Anglians’ team adjusted the bottom hinge, but we have had problems with this door ever since.
We are unable to open the door once it’s on the catch from the outside.
 This is Hardcore not MOT grade1
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 This is Hardcore containing carpet, plastic, concrete, bricks and general rubble definately not MOT Grade 1 i assume someone is trying to save some money.
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Images of Hardcore complete with old carpet, bricks and concrete, this we were told was MOT type 1
At this point I informed the team leader that what was down was not MOT type 1,
I was informed he had laid hundreds of driveways and that I was just a moaning customer.
He eventually admitted it was not MOT type 1 (By using Hardcore in place of Type 1 MOT This would have saved Anglian Hundreds of pounds) and that this was being put down to stabilise the base as it was so soft. I said, if this was the case, the depths
are wrong. He said they were OK – Simple maths if the site had not been dug out deep enough in the first place for type 1 MOT then it would not have been deep enough for Hardcore + Type 1 MOT.
At 3pm I called the Anglian Home Improvements Driveway Manager and requested a surveyor visit to check the sub base and depths; by this time Anglians’ team had already collected
another load of the sub base and was waiting to off load this. At this point it was agreed no more work would be done until the surveyor had been.
Anglian Home Improvements Driveway Manager called his team to ask them to leave, which they eventually did at 16.55 Within 5 minutes they returned with 4 cones from the roadworks
down the road (Oatmoor Harris) and placed two on the road and the others each end of the excavation on the pathway. The site was left unsecure.
At some point during the day, whilst moving the digger over TDC pathway, Anglian workers cracked 3 of the paving slabs.
To date (September) only 2 have been repaired (Did they obtain authority to repair these slabs, are they an authorised contractor with TDC?)
Anglians’ teams arrived whilst I was out the next day, between 8.30am and 8.50am, and were clearing the rest of the earth. I pointed out that it had been
agreed no more work was to be carried out until after the surveyor had been. I eventually spoke to Anglian Home Improvements Driveway Manager at 9.15 who assured me his
team would leave immediately. Anglian Home Improvements Driveway Manager was also advised that the surveyor was going to be here between 3 and 3.30pm
I asked if he would be present and he confirmed he would be.
Anglians’ team left at 10am. In the morning I had an independent engineer to inspect the work who confirmed that it was not MOT type 1 and, after working
out the depths needed of 10.4” from Anglians’ brochure, confirmed that the deepest part was 10” and the least was 8”
He confirmed that if MOT type 1 was used there was no need to put anything else down as MOT type 1, once compacted, would form a solid base.
There was no need to use standard hardcore for a base
Anglians’ surveyor arrived at 3pm and I was informed Anglian Home Improvements Driveway Manager would not be attending. My independent engineer was also present.
The surveyor took measurements and photos and samples of the sub base. I informed him that Anglian were in breach of contract, as per the Supply
of Goods and Services Act 1982. Your surveyor imformed me he was baffled why he had been asked to attend, as he is a conservatory surveyor
and has no dealings with driveways.
Anglian were informed of the above by letter which was sent via Special delivery, fax and email.
Two of Anglians’ team arrived on Saturday 30.08.08 and they were asked not to step onto our property, which the team leader promptly ignored.
He tried to take measurements. We said it was too late, this should have been done on Thursday. After taking a measurement from the top left had
corner (at an angle) they eventually left. I text the Anglian Home Improvements Driveway Manager to inform him that we would not be held responsible for any accident which occurred,
due to Anglian leaving the site unsecure. Mr Jackson called and said he was coming down that afternoon. It was agreed nothing would be removed
until after his visit.
Anglian Home Improvements Driveway Manager arrived at 1pm on 30.08.08, he also took measurements and photos. At no point during his visit was he denied access to anything.
We pointed out all the problems. Anglian Home Improvements Driveway Manager made a phone call and confirmed that he had no idea where the rubble had come from and that it
was not MOT type 1. Anglian Home Improvements Driveway Manager also took a look at the door which to date (September) has still not been repaired/replaced.
Anglian make great emphasis to their ‘Anglian 4 Stage Process’. This was shown to us by the Sales Rep on 09.06.08. He explained how each process
was inspected. This and the quality of products used and workmanship sold the driveway to us. We signed the contract that afternoon.
We actually got none of this. All Stage 2 checks should be done prior to the sub base being put down. By midday on day one Anglians, team had started
to put down the sub base. At no point during the work were any measurements taken; no edge restraints had been installed and no health and safety check
carried out.
When I questioned what it was that they had put down, the team leader informed me that it was MOT type 1. I said it was not and he eventually admitted
it was not and it was being put down to stabilise the base as it was soft. I pointed out that if this was the case then the depths were definitely not deep enough.
This man would not listen to what I had to say and carried on working. I called to speak to Anglian Home Improvements Driveway Manager with grave concerns over this teams’ ability
to do the job correctly.
On 01.09.08 we personally secured the site to prevent any accidents occurring.
On 02.09.08 two of Anglians’ men from the original team came to remove the sand, paving slabs etc. They had the tipper lorry, trailer and digger. The sand
was removed with no problems. After this they removed the bucket from the digger, they put two straps around the pallets and used the digger to lift these
onto the back of their tip truck, (The digger is not registered lifting equipment).
 Using unregistered lifting gear
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 The latest in lifting shackles - Health and safety Do all companies have to comply?
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A hammer stale was used as a shackle to connect the two slings
(Breach of Health and Safety). They lifted pallets using the digger, which is not registered lifting equipment.
CCTV footage shows the digger tipping at an angle, struggling to cope with the load.
After seeking legal advise we agreed, once Anglian had shown us the Stage 2 inspection report, that they could come back onto the property to rectify the
work, but under no circumstances did we want the team who started the work on 28.08.08.
Anglian Home Improvements Driveway Manager emailed on 03.09.08 to say a new team would start on 08.09.08. Once we had received his report, we confirmed this was acceptable.
On 05.09.08 Anglian Home Improvements driveways manager emailed over his ‘On Site Report’, which confirmed the findings pointed out to him on his visit on 30.08.08.
Work re started on 08.09.08 To date we still have not received a copy of their Stage 2 Post-excavation inspection repot.
The new team of 2 arrived on 8th at approx 12 noon and started removing some of the rubble, within half an hour of their arrival a surveyor from the driveways
section arrived to check depths etc (see CCTV footage for that day). The surveyor took measurements and photos. Anglian workers seemed surprised
to see him here, they looked as if this is the first time this had happened. The team removed some of the rubble and put some MOT type 1 down.
They left at 3.50pm The site not secured.
2nd Attempt The team arrived on 9th September at 9am with 1 extra man. This 3rd person was from the original team, which started the work on 28.08.08 This was despite
the assurances from Anglian Home Improvements Driveway Manager that it would be a new team. They unloaded paving blocks, put the rest of the MOT type 1 down in one go,
despite their brochure stating it is put down in two stages to form a base of 75mm each. During the day the drive slope was damaged.
The edging and drainage were laid. They finished work at 7pm
A team of 4 arrived at 8.30am with more blocks. There was a new team member not from original team, although the 3rd member was from the original team.
Blocks wre laid, the work was completed at 6.15pm The garage door would not shut so the team lifted and relaid some blocks
The garage door shut and the team finally finished 6.30pm
As of the 18.09.08 Stage three – Laying inspection, and Stage 4 – Final inspection, of the Anglian 4 stage process have not been carried out.
We inspected the driveway at 9.30am 11.09.08 in the cold light of day and discovered that the wrong pattern had been laid.
Only 2 of TDC slabs have been repaired.
The drive slope repaired with standard concrete, no ballast in it – not a sufficient repair.
We noticed a fresh crack in neighbour’s drive.
The grey border blocks are not level with brick driveway, either they have been put down incorrectly or the driveway has sunk already.
We have only been left 13 border and driveway blocks, which are all the same size.
Anglian were informed by email that we are not satisfied with the work and listed problems.
On 18.09.08 we checked the repair to the slope and have found fresh cracks on the driveway slope that were not there before.
Anglian Home Improvements Driveway Manager visited on 18.09.08 at 2pm with a doors manager. During this visit we were given a verbal offer, that the blocks, sand and half of the sub base would be
removed and re-laid, using Stonelea paving blocks ( the blocks we were originally sold and laid could not be laid to the pattern we required!) and pattern J as per our contract.
During this visit it was also agreed that they would repair the damage to our neighbours driveway, cut out and repair our dropped kerb damaged by the second team and replace
the 3 damaged council paving slabs, repair damage to door that occured back in August.
One month later on Friday 17th Oct they returned to site for their 3rd attempt at laying the block paving.
They removed the blocks they laid on the 2nd attempt
Anglian Home Improvements
Driveway Manager attended site
Removed the sand bed
Removed half the depth of MOT type 1 sub base and compacted
Filled to correct level and compacted sub base for the second time as per their brochure
Delivered the correct blocks (Stonelea)
Saturday 18th Oct commenced the laying of blocks
We pointed out there was a large number of damage blocks being laid, where we were told they would be replaced after they had compacted the blocks.
Repaired concrete and paving slabs on footpath
Ran out of blocks
Monday 20th
We pointed out again there was a large number of damage blocks being laid, where we were told they would be replaced after they had compacted the blocks.
Finished laying blocks
Tuesday 28th Oct Anglian fitter came and repaired door and replace door handles. Only had 1 suitable handle so painted the other! very professional
Wednesday 29th Oct visit by Anglian Home Improvements Driveway Manager for inspection of driveway.
We pointed out damage to edging retainer block, damaged blocks had been laid and the edging was lower than the driveway.
The reason given for the incorrect levels on one side of the drive was so water could drain away! No reason was given why it was not level with edging retainers on the other 2 sides.
He was going to get back to us later on the 29th Oct
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 Damaged block paving
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Image shows damaged blocks used, image taken from spares left by installers.
1st November 2008 we are still waiting for the Anglian Home Improvements Driveway Manager to get back to us regarding damaged blocks,
driveway not level with edging blocks and cracked edging restraining block.
5th November Visit to site by Block Paving Manufacturer to assess the blocks used, Anglian rep was not present. From this we found blocks were damaged, and not through the
ageing process used to manufacture the blocks. Damaged blocks should have been used as cutters to fill in the edge of the drive and not used in the main block paving area.
Awaiting Anglian Home Improvements report.
Summary
Work was not carried out to the specification in their brochure.
June 28th Contract signed for new Driveway
Survey was carried out on 30.06.08, which was exactly 21 days from the date of the agreement
Work started 8 weeks later on the 28th of August
3 attempts later at laying a block driveway we are still not satisfied with the work, on today the 1st of November
this is over 4 months from signing contract.
To say we are disappointed in the workmanship and materials used is an understatement.
These are our own opinions and readers of this article should draw their own conclusions about Anglian Home Improvements.
Anglian Home Improvements Driveway – Problems with work carried out by Anglian Home Improvements in their attempt to lay a block paving driveway
