Frequently Asked Questions
You will find answers to some of our frequently asked questions received below.
If you have any questions that are not listed below, please feel free to contact us and one of our friendly members of staff will be happy to help.
We are a true family run business, with the whole family working within the office and installations. We offer a friendly, no pressure service. We will send an Advisor to discuss your requirements, and we then send you your quote, by email where possible. This ensures you don’t feel under any pressure, and also everything is in writing so you can see exactly what we have quoted you for. We have many positive reviews on Checkatrade, so feel free to see what our customers have to say about us!
Our highly experienced Advisor can visit you in the property, take some measurements and discuss the options available. They will then send these details back to us in the office and we will email your quote back to you. We will never hassle you after your quote has been sent.
We have an Interactive Door Designer on our website, where you can design your dream front door. There is even an option to put your door design on a photo of your house to see what it will look like! When you are happy with your design, you can then click the button that says ‘get a quote’ and this will come straight to us in the office and we can email you a quote for the door you have designed. Of course, if you prefer, our Advisor can visit and discuss your requirements.
Yes, we do require you to meet our Advisor at the property for your appointment. This will help us provide the correct quote for the style and design of the items you would like to replace. We do need to see the inside of the property, as well as the outside, to enable us to offer appropriate advice and provide a quote.
Your quote is valid for 30 days from the date written on your quote. If your quote date has expired, we may need to revise your quote.
Your quote includes VAT, installation, all trims needed, 10-year insurance backed guarantee and FENSA certificate. Also, removal and disposal of existing doors and windows. We also recycle all of the old UPVc windows and doors.
If you are happy with your quote and all details are as you would like, then let us know that you would like to go ahead with the quote provided. We will then require you to make a deposit payment against your order, after which we can arrange for a Surveyor to conduct the survey for the windows/doors.
We take 10% deposit for most items and 30% deposit for Bifolding doors and Residence Flush Sash products. We can take bacs payments (bank transfer), card payments (by telephone or in the Hazlemere Showroom) and Cheques. We do ask, where possible, if you could pay by debit card instead of credit card.
Our surveyor, will take all the accurate measurements of all windows and doors on your order. He will make sure all details including fire hinges and glass are compliant with Building Regulations. He will then send these details to the office for us to write up a contract with all details including window/door designs, furniture colour, glass patterns and hinges. We then send you a full contract along with drawings of all your items and ask you to check the details carefully and if everything is correct, to sign and return your contract back to us. This will then allow us to place your order with our suppliers.
Yes, our Surveyor will need you to be at the survey appointment to discuss all the finer details with you before we draw up your contract.
Once we receive your signed contract, we will then place your order with our suppliers. When we receive a confirmed delivery date for your items, we will then be in touch to book your installation date. If you have preferred days during the week that work better for you or any holiday you would like to avoid, please do let us know and we can try our best to accommodate.
The week before your installation, we will send you an email to advise which rooms the Fitting Team will be working in first to enable you to make arrangements to be in a different part of the house. We do ask if you are able to, to take down any curtains or blinds, clear any window cills and move any large pieces of furniture that may be in the way of where the fitters will be working. This will be something our surveyor can discuss with you during your survey. Our fitters bring their own dust sheets and make sure everything is left clean and tidy before they leave.
No, as long as someone is available to let the Fitters in first thing, they are quite used to being left to install your items, whilst you go about your day, if you are comfortable with this. Of course, if you prefer to be there, that is perfectly fine too! If you are having a new front door fitted, we do ask if someone could meet the Fitters at the property when they are almost finished to hand over the new keys and to show you how to operate your new door properly before they leave.
All of our Fitting Teams only work for us and have been trained to our very high standards, so you can be guaranteed a quality installation.
Your remaining balance is due on the day your installation has been completed. Our fitters will bring a copy of your invoice with them, and this will have our bank details at the bottom for bacs payments.
Your installation is covered by a 10 Year Company Guarantee, which is also backed up with an Insurance Backed Guarantee, which will both become valid when final balance has been paid. Your installation will also be registered with FENSA which confirms that all items comply with Building Regulations. You will receive your FENSA certificate by post a few weeks after installation.
Yes, we have our own dedicated Service Engineer who can carry out chargeable repairs to your existing windows or doors which may no longer be covered under warranty by ourselves or other installers. Just call our Hazlemere number with any service enquiries and we will be happy to help.
Yes, our windows all have energy ratings and your rating will be listed on your quote details. The Window Energy Rating (WER) tells you how energy-efficient your windows are. The scheme is similar to those seen on household appliances, white goods and light bulbs.
In the unlikely event that there is an issue with your installation, please report it as soon as possible to us in the office, to enable us to correct this in a timely manner for you.