Timber Staircases (Part 2 of 3)
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How “Supply Only” Became a Nightmare
Missed Part 1? Start at the beginning of the saga → The Staircase Saga: How a Supplier Shattered My Trust
If you thought the staircase drama ended with Vlad, think again. Enter Timber Staircases — the supply-only company that Vlad recommended, and the start of another unexpected chapter in this saga.
The Recommendation That Started It All
Jon at Timber Staircases recommended Sam, who worked locally. I called Sam, and while he was reluctant to get involved in something that was halfway and a hassle, he immediately empathised — even bonding over our shared New Zealand roots. I felt a flicker of relief.
He quoted for fitting and scheduled the work for the following week. I laid down a simple rule: if the replacement stairs didn’t fit, don’t force them — just tell me. I’d already paid for these stairs once; I wanted it done properly.
Payment Confusion and Hidden Costs
Friday afternoon came, and Sam demanded payment. The handrails and spindles hadn’t been installed yet. When I pointed this out, he replied:
“We didn’t discuss that. I’ve installed your stairs — those are separate.”
I couldn’t believe it. How can you quote for installing a staircase and then say it doesn’t include handrails? This was déjà vu all over again — feeling fleeced by a supplier.
Building Control and Safety Issues
Building Control visited the same afternoon and flagged major concerns: the stairs didn’t reach the landing, so temporary timber pieces had been added — but they weren’t supported by joists. I sent photos to Sam, who argued that the stairs “didn’t fit” and he had done all he could.
I reminded him he was supposed to inform me if the installation wasn’t safe or didn’t fit. His response? He doubled down, blaming Building Control and boasting that he installs 30 staircases a year from Timber Staircases and has “never had an issue.”
My building surveyor, working with my builder, ultimately fixed the installation correctly and added the handrails — but the experience left me frustrated and wary.
Design Failures and Miscommunication
I was not happy with the design or service from Timber Staircases. Their designer had visited, taken photos, sketched the plan, and sent the quote. I’d been clear:
- First flight to follow the original footprint
- Second flight (first floor to loft) needed to clear the staggered side windows
The final result? The top of the staircase didn’t meet the landing — a full metre short. They hadn’t accounted for the new floor height, and the strings/skirting cut across the windows. The designer didn’t take accountability and even became aggressive when questioned.
Jon later told me, “To be fair, he’d just had surgery and shouldn’t have been working.” My thought? Then don’t send him out!
Lessons Learned
This experience hammered home a few key lessons:
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Always use a company that designs, manufactures, and installs, so you don’t end up caught between supply-only suppliers and contractors.
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Even professional-sounding recommendations can lead to costly misunderstandings.
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Documentation and photos of every step are your best friends.
What’s Next: The Windows Saga
By the time this staircase ordeal was “complete,” I thought I could finally breathe. Not quite. The windows, ordered through Vlad/ATOZ before all this, were next — and that chapter makes the staircase problems look small in comparison.
Part 3 “The Windows Saga”
This post reflects my personal experience with these suppliers; others may have had different experiences.