Customer Journey

the step by step process

So you know exactly what to expect, we have outlined every stage of the customer journey from your very first enquiry right through to your 10-year guarantee. You will notice that we take great care to make sure we know exactly what you want, keep you informed at every stage and that we plan for every eventuality. This is what Resin Bound Surfaces Ltd is all about: No nasty surprises, no gimmicks - just great service every time.


Once you register your interest a member of our customer service team will call you to confirm a suitable time for one of our Design Consultants to come out to meet you.


The Design Consultant will come out to your property and spend a little time getting to know you and understand your vision, so we can help you design your dream drive, pathway or patio, as well as well as help arrange a comprehensive payment plan to suit you.


One of our surveyors will then follow this up to take accurate measurements and make sure we have a clear picture of what you’re hoping to achieve right down to the finer details, which can sometimes make the biggest difference.


Once all the details are confirmed and agreed by both parties, you will be assigned an Installation Manager. They will be your point of contact throughout the installation process; from the preparation works right through to completion. They will keep you informed every step of the way, arranging suitable times and letting you know who will be coming to your property and when. Anytime you have any queries you can simply give them a call and they will be more than happy to fill you in.


Preparation Stage: We want to make sure everything goes as smoothly as possible from the get-go – that’s why the preparation stage is so important. With every installation we fully prepare the site and materials to ensure your installation goes without any hiccups. As part of this, you can expect that one or more of the following to arrive at your address ahead of the installation:

  • A skip for waste
  • A digger/roller for excavation works
  • Grab wagons which may deliver or collect material for the installation
  • Aggregate stones and any additional building materials

The preparation team will usually be a 2-4-man team. If they come across any unexpected issues that might affect time frames your Installation Manager will be in touch to let you know.


Once everything is fully prepared there may be a preparation payment required. Your Installation Manager will be in touch to arrange payment for the work so far, so we can start making your dream a reality.


If excavation work is required we will begin excavating and building of new sub-bases at this stage. All our workmen are vetted by Resin Bound Surfaces Ltd and work directly for us. With the occasional exception of waste management we never sub-contract installation work– this ensures we maintain our high standards across the UK and so you can be sure we only allow the very best people carry out work on your property. We allow a 7-10 day drying time to ensure the tarmac to fully settled before laying the resin.


Your Installation Manager will let you know how long the work is likely to take and when it should be completed by.


The installation team/s will work tirelessly to complete the job to the highest possible standard. Our workers pride themselves on being perfectionists and we hand-trowel the resin for an impeccable finish.


Once the installation team have completed laying the resin they make every effort to make sure to leave the site clean and tidy. Unfortunately, they may have to leave without saying ‘goodbye’. This is only because the resin needs 2-4 hours to set before being suitable to walk on. Ideally, you should allow at least 24 hours before driving your vehicle on the resin. After this you’ll be free to enjoy your newly transformed outdoor living space as much as you want. Plus, don’t forget you will receive a 10 Year Company Guarantee certificate for your peace of mind.

Important Info:

Due to weight restrictions, the installation team may need to arrange another time to clear away any remaining pallets. Although we endeavour to meet all dates and time frames outlined, these are subject to change and can be affected by unforeseen issues, such as weather conditions and other issues outside of our control. Although we keep a constant close eye on weather forecasts and consider this throughout planning, unexpected showers can occur, and this will have influence on when work can be carried out as laying resin requires a period of mostly dry weather.

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