When and how to escalate to Beams
If an issue can't be resolved directly, email build@beamsrenovation.com with the project ID, milestone, summary, photos, and correspondence. We acknowledge within a working day, written findings within three.
If an issue can't be sorted out directly with the customer, escalate to Beams. The article describes how.
When to escalate
- Disagreement over quality — you and the customer can't agree on whether work meets spec.
- Payment approval issues — milestone evidence is being disputed.
- Safety questions — anything where a third-party assessment would help.
- Communication breakdown — the conversation has stopped working.
- Anything escalating to formal-complaint territory — the customer has mentioned legal advice, public reviews, or a formal complaint.
How to escalate
Email build@beamsrenovation.com with:
- Project ID and milestone affected.
- A short summary — what happened, when, what's been done so far.
- Supporting photos or documentation.
- Any relevant emails or messages showing the customer correspondence.
Don't dump everything; pick the most relevant evidence. Beams's review needs context, not a documentation pile.
What happens next
- Acknowledgement within one business day.
- Beams reviews evidence from both sides. We'll talk to you and to the customer separately if needed.
- Classification. We tag the issue as operational (a clarification), technical (a platform error), or contractual (scope or quality).
- Written findings within around three working days. A short summary and recommended next steps.
Beams's review is not binding
Beams's review is evidence-based, but it isn't binding arbitration. The Home Improvement Contract (HIC) doesn't include a dispute-resolution clause that gives Beams the final word — if either party wants a binding decision, the path is the courts of England and Wales, under the HIC's law and jurisdiction clause. Our review is the in-platform process that gets most projects moving again without needing to go that far; most disputes settle here.
What this means for you
Escalate early when you need to. Sitting on a dispute makes it harder to sort out; bringing Beams in promptly while everything's still fresh in everyone's mind tends to land better.
Related articles
- Resolving issues on-site
- Disputed milestones