Before the day
- Clear access to each registered piece — a technician cannot work around a full wardrobe or a stacked dining table
- Note parking, gate codes, lift requirements and pets on your profile so it travels with the dispatch
- Someone over 18 needs to be at the property for the whole visit
On arrival
- The technician introduces themselves by name and shows identification
- Every technician is employed by us — we do not subcontract
- You walk the property together and confirm the pieces on your register
- You are told what is planned for each piece before anything is touched
During the work
- Care first: cleaning, conditioning, polishing and protection suited to each material
- Then surface touch-ups, and on Care + Repair and Complete Care, cosmetic repairs such as pet damage, dents, chips and fading
- Before any work, each piece and any damage is evaluated to confirm it is covered by your plan — nothing outside your plan is carried out
- Anything that has deteriorated since your baseline is photographed and recorded on the spot
Afterwards
- Fresh photographs are added to each piece's condition history
- You receive a care report: what was done, what was noted, what to watch
- Care recommendations for keeping pieces in condition between visits
- Anything found outside your plan is noted in the report, with a recommendation
If something goes wrong during a visit — damage, a concern about conduct — call rather than email. It is dealt with the same day.