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At the start of any window and door replacement programme, in partnership with your landlord, we will produce a specific tenant information leaflet that will talk you through the process, introduce you to the team who’ll be carrying out the works, advise you on how to prepare for the improvements and offer Freephone numbers and an emergency call out service contact.
You will receive a letter from your site team advising when we intend to carry out our survey. Our surveyor will visit your home and measure each door and window for manufacture. The surveyor will also ask you to sign his survey form to confirm this.
When your windows and doors have been manufactured and are available at our local depot, we’ll contact you again by letter, notifying you of when we intend to carry out the installation. On the day of installation, we ask that you remove any pictures, ornaments or valuables from the area in which we will be working, and take down any curtains. Our installation team will need clear access to all areas, so all items of furniture should also be removed. Before we start any work, we will cover the adjacent furniture and floor with dust sheets and outside we will use groundsheets to catch any debris. This is a building operation so it will involve noise and some mess, but we promise to keep it to a minimum.
Following completion of our work, our installers will show you how to use your new windows and doors, and will then hand over the keys. You will be asked to sign a form confirming the works are completed. You will also be left with a Customer Satisfaction questionnaire, and we ask that you take a small amount of time to complete and return this, as your feedback will help us continue to improve the service we provide. The RLO is happy to help with the form’s completion if required.
Our RLO or Site Supervisor will visit you at the end of the day, or will agree a suitable time to carry out a complete inspection of every window and door installed. You’ll be asked for your comments on the products and how you feel the work was carried out. If you have had any problems using the new windows or doors, please mention this and we’ll be more than happy to explain the operation again.
Feedback is valuable because it provides a chance to put things right if there has been an error, and to make sure that the same mistake is not repeated in the future. We are anxious to hear people’s comments and committed to making full use of feedback to contribute to continuous service improvement.
All of our highly trained installation teams work under a code of conduct to ensure that we treat our customers in the correct manner, and to ensure that Health and Safety procedures are observed at all times.
When we’re working in your home you can help us to deliver a better service in the following ways:
• Check our ID cards to confirm we are who we say we are
• Keep appointments by being available at the agreed times
• Make us aware in advance of any special requirements you may have
• Be polite and where possible be helpful to our employees
When we attend your home, our staff adhere the following clothing guidelines: