Quality & Service


Quality

All of our Replacement Windows, Doors and Porches are made to measure to ensure a perfect fit and a long life of trouble free service. After all, we guarantee everything, so if there is ever a problem, it is our problem!

Our policy is to take great care in all aspects of carrying out the work, from the detailed measurements taken by one of our qualified surveyors and accurate, careful manufacturing, through to the professionally fitted, final finished job. We double check everything along the way to ensure that the Windows and Doors that you ordered are what you get and that they look good and perform well.

Quality is paramount. We are very careful. But we're not perfect!

If we do have a problem at any stage of the process, then we put it right, quietly, quickly and with a minimum of fuss. We won't 'cut corners' or 'bodge it in' or in any way attempt to hide a mistake. The real test of a Company is not when everything goes right, but when something goes wrong!

The following is a good example; the job looked straightforward but an unusual method of original construction meant that our surveyor could not tell what was hidden behind the existing door and windows. When we started the work on site and revealed the original construction, it became obvious that new lintels would be required, a very costly addition to the work.

This is what our Customer experienced:

Dear Sirs, Approximately three years ago, you supplied and fitted replacement windows to the front of the house. All works went as envisaged and the works remain giving satisfaction. It is easy to be complementary when all goes well. What happens when things don't quite work out? In the latter part of 2000 you assessed and quoted for installing doors and windows to the front porch. The fitter arrived - all was not well - snags would entail more work. The responsibility for the organisation of extra works were accepted without demur by your firm and the work put in hand. The extra works involved visits and works by builders in addition to your normal staff. Apart from minor delays caused by bad weather conditions all works were carried out speedily and Skilfully. At all times your staff on site were courteous, cheerful and industrious. All debris and work spoil was cleared promptly at the end of any work period. Please accept our thanks for an excellent job. Reference 49598 Isleworth TW7 5LA

That, we believe, is the real test of a Company.



Service

Due to our compact Operational Area we are able to respond to service requests very quickly, usually within a few days. Service requests are accepted and booked by telephone and are free of charge during the guarantee period. Calls are booked on a geographical "service run" basis on a weekly rotation. This means that under normal conditions, for non-urgent minor problems, you can expect to be offered an AM or PM weekday appointment within 2 weeks.

In the event of a major problem, such as the window becoming a security risk, we will genuinely make every effort to attend within 24 hours. If we are unable to offer a reasonable response time then, subject to the terms of the guarantee, the Customer shall be entitled to instruct another contractor to carry out emergency repairs and 1st uPVC Double Glazing will refund to the Customer the reasonable costs thereof.