Visionary Lofts

Dear Miss Catherine Ross,

We appreciate your feedback, as it allows us to address concerns and clarify any misunderstandings. It's essential to present the full picture, so potential clients can make an informed judgement.

First and foremost, regarding the leaking roof issue, it's crucial to note that the resolution took longer due to unpaid invoices. You had refused to settle the bill for your project, which impeded the process. Our commitment to resolving issues is unwavering, but mutual cooperation is essential.

Furthermore, you’ve omitted the fact that you threatened legal action to pressure us into covering unreasonable costs. However, when we declined to be coerced, you withdrew your court case just weeks before the hearing date.

Regarding the change in our company structure, Visionary Lofts has evolved its focus from construction to loft project management and facilitation. This shift has been transparent, and our new company, 'Visionary Lofts PM Ltd,' reflects this change. It's a legitimate adjustment, not an attempt to hide any wrongdoing.

Regarding your reference to our affiliation with professional bodies, we voluntarily left the Federation of Master Builders (FMB) and Trustmark due to our business model, which no longer requires FMB membership. This decision aligns with our evolving approach.

Additionally, your claim that we were removed from your architect's referral program because we used third-party contractors is inaccurate. We advised the architect to remove us because our project management model did not align with their referral scheme.

We'd like to emphasise that our operations are entirely above board. The dissolution of our previous company, 'Lal Futures Ltd,' is part of a natural evolution of our services and is not related to any wrongdoing.

While characterising this as an “update”, this is posted as a separate review from a different account and uses exact images posted in your original review. This only serves to maliciously damage our rating on Houzz. Please see below our response to your original review:

Hi Louise,

We are sorry to hear that you were not satisfied with the service received from Visionary Lofts. We would like to assure you that we take customer satisfaction very seriously and do not take such a complaint lightly. We have been reviewing the circumstances surrounding your project in full and all communications and actions taken by us and our staff. While our records show that the service we provided was sufficient, we are always seeking to improve the experience of our clients. Therefore, we are implementing the following measures:


•Sales and operational staff have undergone further training with emphasis on full client comprehension of our services.


•A new ticket system to track the status of enquiries.


•We have met with the contractor allocated to your project to ensure that higher quality control procedures are in place.

Unfortunately, your review does not give the whole picture surrounding your project. It paints us in a very bad light and unfairly works to damage our otherwise excellent reputation. A reputation which we have built through our attention to detail and a relentless dedication to meeting our clients’ needs. Not only our business, but others, whose livelihoods depend on what our business provides, could be negatively impacted. As such, we feel compelled to give more context and further details to the situation.

Your review suggests we have taken no action to try to remedy this issue which is simply not the case. Once we were made aware of the leak, we responded to your project manager on the same day. We emailed your project manager the next day and requested a weekly check-in call with our Construction Manager. The following day a site meeting was set up between the contractor for your project and your project manager to review and discuss the leak. Since the leak was reported, this contractor has visited the project five times.

As for the owner not visiting your project, yes he was present at the initial viewing and quoting of the work. However, as we have already informed you, there was a change in personnel around the time that your project began. It is not always possible for the owner to be available to talk with clients.

The most important fact that you missed out was that you had a separate roofing contractor unrelated to Visionary Lofts standing on and loading materials onto the roof that is now leaking. As you are aware, this is the main reason it is taking longer than usual for a resolution to be found. It is, in fact, quite common, not only in the construction sector, that such circumstances mean identifying the responsible party is not simple. Convincing one of the contractors to pay for the costs of repairs is further complicated as it has been known for clients to double-dip, i.e. going to each party separately, holding each responsible and receiving payments from each without all parties knowing. Having said all that, you have further omitted that the original contractor that worked on your loft has taken partial responsibility and offered to cover a portion of the rectification costs. Again, they were not prepared to pay the whole amount due to the separate contractor working on the same roof.

Thank you for your review, Polly. We know that you have been planning your project for a very long time and we are over the moon to hear that you are satisfied with the end product. It wasn’t easy to carry out your project during the COVID lockdown period but we got through it! We hope your family is enjoying the new loft space.

Thanks Again! - The Visionary Lofts Team

Thank you for your feedback, James. COVID wasn't an easy time for building projects due to the numerous logistical challenges that we had never previously experienced. You were really understanding and accommodating - especially when things didn’t always go as planned.

The end product is stunning! We hope you are enjoying your new space

Hi Debra, Paul! Thanks for your feedback. We are really looking forward to working with you on your project once you find that perfect house :)

JP Lal
Managing Director
Co-founder
Visionary Lofts

It was a pleasure to show you around one of our sites Helen!
I find particularly useful when clients visit at least one live site to get a better idea of how the project looks like not only at the end but also during the less pretty period of build I look forward to work on your project!

Kasia Lal
Operations Manager
Co-founder
Visionary Lofts

Your project was a tricky one to quote. It had lots of complexities that really had to be considered early on to reduce the likelihood of surprises during the build period! I am really looking forward to seeing how your flat gets completely transformed in a matter of months. Exciting Stuff!!

JP Lal
Managing Director
Co-founder
Visionary Lofts

It was a pleasure to deliver this project for your family, Ben! We hope that the kids are enjoying their brand new rooms :)

Thank you for trusting us to deliver your project.

The Visionary Lofts Team