Mittens Ltd

Based on Church Road in Hove, Mittens Ltd is a long-standing plumbing and heating company that has served the Brighton and Hove area for a number of years. Offering a wide array of services from boiler installations and repairs to full bathroom refurbishments, the company presents itself as a comprehensive solution for domestic and commercial plumbing needs. However, a deep dive into customer feedback reveals a complex picture of a business with notable strengths in technical expertise but significant weaknesses in customer service, communication, and quality consistency.

Technical Skill and Problem-Solving

On the positive side, there is clear evidence that Mittens Ltd employs skilled engineers capable of handling difficult and complex jobs. Several customer accounts praise the company for its technical proficiency. One particularly glowing review details a scenario where other firms had described a built-in shower thermostat repair as a major job, likely requiring the destruction of tiles. An engineer from Mittens, identified as Michael, was reportedly able to assess and resolve the issue competently and without the predicted drama or damage. This suggests a high level of diagnostic skill and experience within the team, positioning them as effective problem-solvers for challenging plumbing services. Similarly, another client commended the team for their efficient work on an underfloor heating manifold, highlighting punctuality, politeness, and a clean work site. These experiences paint a picture of capable heating engineers who can deliver excellent results on specific, technical tasks.

Worrying Gaps in Communication and Customer Service

Unfortunately, the positive accounts of technical skill are starkly contrasted by severe criticisms of the company's administrative and communication practices. A recurring theme in negative feedback is a profound lack of responsiveness. One prospective customer, dealing with the urgent matter of a broken boiler since before Christmas, reported being unable to get a reply despite leaving numerous messages over a period of weeks. The stated month-long wait just to receive a quote points to a systemic issue in client management. For anyone in need of an emergency plumber, this level of unresponsiveness is a significant deterrent and a major point of failure in service delivery.

Questions Over Pricing and Transparency

Another area of serious concern is the company's approach to pricing, which has left at least one long-term customer feeling "fleeced". A client who had used Mittens for boiler servicing for four years without issue decided to have them install a wireless thermostat. She was quoted a price for the part which she accepted. However, she later discovered that the model installed was a cheaper unit than the price suggested, and the company had charged a substantial mark-up, which was only explained after she queried the invoice. While applying a mark-up on parts is standard business practice for many trades, the lack of transparency in this instance irrevocably damaged the customer relationship. This incident raises important questions for potential clients about the clarity and fairness of the company's billing, suggesting that it would be wise to request a detailed breakdown of costs for both parts and labour before agreeing to any work.

The Critical Issue of Workmanship and Aftercare on Major Projects

Perhaps the most damning feedback relates to a full bathroom installation project that resulted in legal action. A customer reported that just six months after a complete bathroom refurbishment, tiles began coming loose from the wall. Upon inspection, the issue was allegedly traced back to substandard workmanship, specifically the use of the "Dot and Dab" method of applying tile adhesive instead of the correct "Full Butter Spread" technique. According to the client's account, Mittens Ltd was "not remotely interested" in rectifying the problem. This forced the customer to commission an expert report from The Tile Association to prove the fault, and ultimately take the company to the small claims court, where the judgement was reportedly ruled in the customer's favour.

This case is a major red flag for anyone considering Mittens Ltd for a large-scale project like a bathroom fitting or a central heating installation. It highlights not only a potential for poor quality control but, more critically, a complete failure in after-sales support and a refusal to take accountability for significant errors. The fact that a customer had to resort to legal measures to achieve a resolution speaks volumes about the company's dispute-handling process.

Conclusion: A Company of Two Halves

In assessing Mittens Ltd, potential customers are faced with a difficult choice. The evidence suggests that the company does have genuinely skilled Gas Safe registered engineers who can excel at tasks like a complex boiler repair or diagnosing a tricky leak. Testimonials on their website and some online reviews support the idea that for certain jobs, their service is professional and efficient.

However, the weight of the negative feedback points to significant operational flaws that cannot be ignored. The reported issues with communication, price transparency, and, most alarmingly, the quality of work on a major project combined with a refusal to rectify it, present a substantial risk. While you might get a highly competent engineer for a small job, you might also face a battle for communication, fair pricing, or recourse if something goes wrong. For large investments like a new bathroom or boiler, the potential for poor aftercare is a gamble that many may not be willing to take.