Meet Katie and Karl
The people behind Step In Time Chimney Services
When we started Step In Time, we agreed on three simple principles:
- Do what we say we're going to do
- Communicate openly
- Treat our customers as we'd want to be treated ourselves.
While we each bring very different skills, personalities and approaches to the business, those principles have been shared from the beginning. Together, we've built Step In Time around taking personal responsibility for the service we provide—from your first enquiry to the work carried out in your home.
Karl is the person you'll meet for your chimney sweep, while Katie looks after many of the systems, communications and behind-the-scenes details. But Step In Time has always been something we've built together.
A Different Kind of Responsibility
30 years in security & management!
Before becoming a chimney sweep, Karl spent nearly 30 years in the security industry. He quickly progressed into senior management roles, looking after demanding operational contracts for corporate, finance and hospitality, managing large teams of security guards.
After many years of commuting to London and giving his all to a very challenging industry, Karl was ready for a different kind of working life and to fulfil a long-held ambition - to run his own business.
The idea for Step In Time began to take shape in late 2022, when Karl spent a couple of days working alongside Katie's brother Will, a dedicated firefighter who also runs his own successful chimney sweeping and log burner installation business.
The practical nature of the work appealed to Karl, as did the problem-solving involved. No two chimneys or homes are quite the same, and finding the right solution often requires patience and careful thought.
Karl went from being responsible for the performance of scores of other people to being personally accountable for the standard of his own work and the experience of every customer & the safety of their home.
That personal responsibility—and the opportunity to build a business around doing a good job—is still one of the things he values most about Step In Time today.
Building Step In Time together
Practical knowledge and business processes
While Karl was developing the practical skills and knowledge of the trade, Katie was building much of the business behind the scenes.
With a background in product management, marketing and consultancy, she naturally took responsibility for many of the systems that shaped the customer experience—from the website and enquiry process to customer communications and the day-to-day running of the business.
The result is a business where the practical work carried out in your home, and the experience around it, are given equal thought and care.
More than three years later, our roles have naturally evolved. Karl continues to lead the practical side of Step In Time, while Katie's focus is now primarily on marketing and accounts. After years of writing about chimneys & talking to customers, Katie also knows considerably more about chimney sweeping than she ever expected to!
Capturing all the details
It's time for admin hour!
One of the habits we started early on was our “admin hour”.
During our busiest times of year, Karl comes home from sweeping and we sit down together straight away while the details of the day are still fresh. We'll make sure we capture anything that needs following up for customers.
Whether it's helping to order new stove parts, send additional email advice or booking the next sweep, it's something we still do today and one of the ways we make sure things don't get forgotten. It's not infallible, but we do our best!
It's also a good time to catch up on interesting stories from the day, which often includes all the cute dogs Karl has met (like these ones here)!
Doing what we say we'll do
Our value for money
For us, good service is often about getting the simple things right.
We want you to know what to expect, which means communicating clearly, being open about our prices, explaining what's included and answering your questions honestly.
We also believe that value for money isn't simply about finding the lowest price. It's about understanding what you're paying for and feeling that the service you received was worth it.
The repeat customers and recommendations we receive mean a great deal to us because they tell us that the principles we started with still matter:
Turn up. Do the job properly. Communicate honestly. Do what you said you would do.
Away from chimneys
Parks, dogs and bikes!
When we're not working, we're often out enjoying our local country park, where we've also spent time volunteering and supporting community events.
We're both keen cyclists and were previously Team GB age-group triathletes—although life these days is a little less focused on finish lines!
Crumble, our rescue dog, is the newest member of the family and has quickly taken over (as we knew she would)! Karl has always been a huge dog lover, so if you have a friendly four-legged supervisor at home when he visits, they'll be very welcome.
What matters to us
Trust and respect
We know that inviting someone into your home requires trust. This is your space and your sanctuary.
We also know that most people don't want to become chimney experts! They simply want to understand what's happening, know what they're paying for and feel confident that the job is being done properly. That their home is now safer.
That's what we want Step In Time to provide: professional service, open communication and good value for money.
We won't always tell you what you expect to hear though, but we will always give you our honest assessment and explain our reasoning.
Our aim is that, from your first contact with us to the moment Karl leaves your home, you feel that you've been treated fairly, kept informed and received a service worth paying for.
Because ultimately, our reputation is built one customer—and one chimney—at a time.