Assent BC Avis 

Completely unacceptable delay to receiving the final certificate, almost 6 months from the completion of the works. What was more disappointing was the lack of communication which bordered on farcical, they take your money up front then a total disregard for customer service. Really should have used the local authority.

Before Covid I used this company for 2 projects in the W12 area.
I found all staff to be efficient, diligent and punctual in attending all inspections.
Final Certificates were sent out promptly.
I had no issues contacting inspectors when in the office and when absent, messages were taken by office staff and calls were returned when they (Inspectors) were next available - and fairly promptly as I recall.
About 8 months ago I contacted their Marylebone and Euston Office to discuss a new project.
All staff I previously knew had left.
The disinterested receptionist took messages and calls were never returned.
I never had one call from an inspector even when I submitted a draft application.
No costing was ever made, no letter received. Just total disinterest/silence.
I was now told inspectors never return calls and I would have to send my messages via herself - which of course were never responded to.
On making further enquiries I was told the firm had come "under new management."
My assessment was all the professional experienced staff - including all receptionists/office staff at Marylebone and Euston - had left/been sacked/ from this new setup "en masse.")

I used a different firm for my new project.

Don't use this firm if you want to avoid stress, anger, and disappointments.

Pat

Just don’t do it☹️

Awful business to use for a simple house extension. I can’t be sure the inspector ever turned up at site to survey the ongoing work and suspect it was all done by photographs sent in by the builder! I only ever saw him when the work was complete and that was only so he could rant on about himself! Trying to communicate with both the inspector, and the head office was a total nightmare when I tried to request the final certificate which I finally received months after the work was completed.
I totally recommend using the local council inspectors instead.

We instructed Assent to provide Building Control services for quite a large residential project involving a loft conversion and rear extension, which unfortunately was during the start of the pandemic.

As a word of warning, do not expect any proactive dialogue with the Building Inspector. Ours from the London office had very little practical experience and our builder was often as times frustrated when he would raise additional items after build commenced. At times the inexperience was highlighted when the inspector had to go back to the office to seek a second opinion with doubt to seek what theoretically should be applied.

When it came to the final inspection, there were a few items remaining. During this time, I unfortunately missed two separate e-mails with no subject other than to refer to correspondence and an embedded letter. There was no contact from the building inspector apart from two single e-mails, despite previously always ensuring items were resolved in a timely manner and being proactive throughout. A mistake on my part but there was no consideration that we also had significant personal issues such as a family member requiring care during that time.

Unexpectedly, I received a cancellation notice, again with no communication other than an e-mail and told to contact the council with no further instruction. I provided evidence all bar one item had been resolved during that time. The item in question required resolution which was expedited within 10 days as we were awaiting components to be installed, however, even despite completing all the necessary issues Assent still refused to consider withdrawing their notice even as we were in the final stages of completion.
A very frustrating experience and now having to revert to the Council. I would advise anyone deciding whether to use Assent's services to re-consider and bear in mind when you have any issues, there is no flexibility or pragmatism applied. They are quite happy to take your money and provide a sub par service, which in my opinion is well below the standards expected from a reputable company.

We used the Marylebone office for our building inspections back in 2019. We've had leaking issues with a flat roof ever since, which was signed off as 'compliant' by Assent Building Control during the build, but clearly was never fitted properly. We've been emailing them about the issue for well over a year and managed to actually speak to Damian in March ... but have heard nothing since then. It's hugely frustrating trying to get through to anyone. None of the mobile phone numbers work. They never return calls, messages or emails and on the rare occasion that someone from head office does actually pick up the phone, they take another message, which I feel will just be ignored. Terrible customer service and communication. They really need to have a word with themselves ... if they can get through!

The building inspector Mark was fine he came out on 4 separate occasions, everything our builder did he did to the plans exactly and the building inspector was happy that everything had been carried out correctly and photos were taken at pretty much all stages of the build. It is only a very small extension to the rear of the house. The problem now is Assent now want additional information that was never on the plan which should of been advised prior to the end of the project as its too late to add things when the building is complete. The building inspector on ALL 4 visits was happy at each stage and did on one occasion have our builder add extra work which was not on the plan. The problem is there seems to be a severe lack of communication within the company, its difficult to get hold of anyone and they appear to of lost everything we have sent them. They are asking for things that we have no idea what they mean, we have asked builders what they mean but they don't know and even our people who did the building regulations have no idea what Assent(Joe) are on about. Maybe the building inspector Mark who was more than happy when he came to do his final inspection should go and speak to "Joe" who works in the office who appears not to have a phone in his office or is incapable of picking one up to call somebody to explain what he is talking about. Losing the will to live now, we have jumped through hoops to make sure everything was done exactly to plan only to have Assent want pictures of things that are not and never were in the plan. Getting on for a year now since we started all this. Judging by the other reviews it seems that we are not the only ones. Beware this company DO NOT USE go with your local council like we should of done! We have no idea where to go from here. THANK YOU ASSENT!!
UPDATE-10/07/2022 (Original review 18/05/2022)
We now have our building certificate, a simple explanation of various roles within the process could of saved months of stress and time. This has been communicated to the company and hopefully in the future a new process will be applied.

You think that by paying for an approved inspector you will get a quicker and better service than the one provided by your local council. What a mistake! I have been waiting since February ( we are now at the end of May)for Assent to issue my final certificate and until now, nothing. It is excuse after excuse, 2 months to arrange for an inspector to finally come, now waiting for a quality assurance team to approve my project. Awful customer service, nobody to take your complaint and resolve the issue. What a waste of time and money!

Absolutely awful. The building control surveyor based in Taunton has to be one of the most unprofessional and disorganised people I have ever met. Took him three months to send a basic email and he was impossible to contact, this dramatically delayed our plans and he was completely unapologetic for the inconvenience and unnecessary stress he caused. Would never consider using them in the future and highly recommend to anyone that they avoid them at all costs as judging by other peoples reviews, it seems to be a recurring theme throughout then entire company!

Would not recommend this company at all!! Marylebone office impossible to get hold off. Work was finished November and still getting chasing emails saying I haven't provided evidence of AC unit being fitted. Though I had sent pictures as requested via WhatsApp immediately as they requested. Nobody to speak to when I call as the office is off the grid it seems. I have sent all the correct documentation through instantly but it seems none of this gets put onto my file. I would not recommend this company to anyone getting building work done.

Absolutely awful , they lost paper work over and over again , failed to communicate and am still waiting for my extension to be signed off almost a year later . Dreadful service