This page sets out how we work in Poplar, from your first call to the last check after we fit. It is for homeowners who want to know what happens at each stage before they book. You will see what we do, what we need from you, and what you get at the end.
The same steps apply to every job we take on. That covers new double glazing windows, front, back and patio doors, conservatories, rooflights and repairs. A small job moves through the steps faster, but we do not skip any of them.
Step 1: Your First Call or Enquiry
You can call us on 020 4634 6779, or email us at [email protected]. We will ask a few short questions so we can plan the visit:
- What you want to replace or repair, and roughly how many windows or doors.
- The age and type of your home, if you know it.
- Whether the home is listed or in a conservation area.
- Any dates that suit you, and any you need to avoid.
We then book a survey at a time that works for you. Evening and Saturday slots are often free. There is no charge for the visit and no duty to buy.
Step 2: The Free Survey and Measuring
A surveyor comes to your home and looks at each opening. They check the frames, the brickwork, the sills and the lintels above. They note any rot, damp or cracks that could affect the new frames. They also check access, such as stairs, narrow paths and where we can park.
We measure each opening by hand and write down the size of the brick gap, not just the old frame. This matters because old frames are rarely square. A frame made to the wrong size will not sit right, and gaps lead to draughts and leaks.
During the visit we talk you through the options that suit your home. That means frame material, colour, glass, handles, locks and any glazing bars. We bring samples so you can see and feel the finish. If you have rooms that need fire escape windows or safety glass, we point these out and explain why.
The surveyor will not push you to sign on the day. Take the time you need, and ask as many questions as you like.
Step 3: Your Written, Fixed Quote
After the survey we send you a written quote. It lists each window or door, its size, its style and every option you chose. The price is fixed. It will not go up on fitting day unless you ask us to change the job.
The quote also sets out the payment stages. You will see what is due when you order, and what is due once the work is done and you are happy. There are no hidden extras. Removal of old frames, making good and waste disposal are all included in the price.
Every quote comes with our terms and conditions. Please read them before you sign. They explain your right to cancel, what happens if dates change, and how we handle any problems.
If you want to compare quotes from other firms, we are glad you do. Check that each quote covers the same things: the same glass, the same locks, and the same paperwork at the end.
Step 4: Final Check Survey and Manufacture
Once you accept the quote, we may send a fitter to take a final set of measurements. This check survey makes sure every size is right before we order. It also lets the fitter plan the day and note anything that needs extra care.
Your frames are then made to order. Each one is built to the exact sizes from the survey. Lead times depend on the product and the time of year:
- Standard uPVC windows in white take the shortest time to make.
- Coloured frames, foiled finishes and aluminium take longer.
- Composite doors, bifolds and bespoke shapes take longer still.
- Conservatories and roofs depend on the base work and any planning steps.
We give you a lead time with your quote and keep you posted if anything changes. We book your fitting date as soon as we know when your frames will arrive.
Step 5: What Happens on Fitting Day
Our fitters arrive at the agreed time and walk round the job with you. They confirm which windows or doors they will do first and where they will work. Most homes can stay lived in while we fit, as we do one opening at a time.
Here is what you can expect on the day:
- Dust sheets down first. We cover floors and furniture near each opening before we start.
- Old frames out with care. We cut out the old frames and take care not to damage the brickwork or plaster.
- New frames fixed and sealed. We fix each frame to the wall, pack it level and seal the gaps inside and out.
- Making good. We fill and finish around the frame inside, fit trims where needed and seal the outside with a neat bead.
- Waste taken away. We remove the old frames, glass and packing from site. Old glass and frames are sent for recycling where we can.
- Clean up. We hoover up, clean the glass and leave each room as we found it.
Most homes need one to two days for a full set of windows. A single door or a few windows can take a morning. Larger jobs, such as a full house or a conservatory, take longer and we tell you the plan in advance.
Before we leave, the fitter shows you how each window and door works. You will see how to open, lock and clean them, and how to use any trickle vents or night vent settings. We leave keys and any handle packs with you.
Step 6: Building Regulations Certificate
Replacing windows and doors is building work under the law in England and Wales. The new frames must meet the rules for heat loss, safety glass, fire escape and air flow. We are members of FENSA, a competent person scheme. This means we can sign off our own work without a visit from council building control.
After we fit, we register the job with the scheme. You then get a compliance certificate in the post, often within a few weeks. Keep it safe with your house papers. A solicitor will ask for it when you sell, and a buyer will want to see it.
You can read more about our scheme and other memberships on our accreditations page. If your home is listed or in a conservation area, we will tell you at the survey what extra steps may be needed.
Step 7: Your Guarantee and Insurance-Backed Cover
Every job comes with our 10-year guarantee. It covers the frames, the sealed glass units and the hardware we fit, as well as our workmanship. The full terms are in your paperwork.
This protects your guarantee if we were ever unable to honour it. It also covers any deposit you pay, so your money is safe from the day you order.
We send the guarantee papers once the job is complete and paid. Keep them with your compliance certificate. Both transfer to a new owner if you sell your home.
Step 8: Aftercare and Adjustments
New frames settle in over the first few months. A door may need a small tweak to its hinges or keeps. A window may need a light adjustment to close as well as it did on day one. These are normal and quick to fix.
If anything is not right, call us. We will book a visit and sort it out. Small adjustments in the first months are part of the job and come at no cost to you.
To keep your windows and doors working well for years:
- Clean frames with warm, soapy water a few times a year. Avoid harsh cleaners and scourers.
- Keep drainage slots at the bottom of frames clear of dirt and leaves.
- Put a drop of light oil on moving parts and locks once or twice a year.
- Lift the handle fully on a door before you turn the key.
If you ever need a repair outside the guarantee, we can help with that too. We fix hinges, locks, seals and misted glass units on most makes of frame.
Frequently Asked Questions
How long does the whole process take?
From your first call to fitting day, most jobs take a few weeks. The survey can often happen within days. Once you accept the quote, the main wait is for your frames to be made. White uPVC is quickest. Coloured frames, aluminium and bespoke doors take longer. We give you a lead time with your quote and confirm the fitting date once the frames are due.
Does someone need to be at home on fitting day?
We ask that an adult is at home when the fitters arrive and when they finish. At the start we agree the plan for the day. At the end we show you how everything works and hand over keys. In between you can carry on as normal. We work one opening at a time, so your home stays secure.
Will the price change after the survey?
No. The price in your written quote is fixed. It only changes if you ask us to change the job, such as adding a window or picking a new colour. If the check survey finds a problem you could not see, such as a rotten lintel, we explain it and agree any extra work with you in writing before we start.
What happens to the old windows and doors?
We take them away on the day. Removal and waste disposal are included in your quote, so there is nothing extra to pay. We sort the old frames and glass and send them for recycling where we can. You will not be left with a skip on the drive or a pile of old frames in the garden.
When does the Building Regulations certificate arrive?
We register your job with FENSA once the work is done. The scheme then posts your compliance certificate to you, often within a few weeks. If it has not arrived after a month or so, call us and we will chase it. Keep the certificate with your house deeds, as you will need it when you sell.
Can you change your mind after signing?
Yes. You have a cooling-off period set out in our terms and conditions. If you cancel within that time, you get your deposit back in full. After that, your frames may already be in production, as each one is made to measure. Please read the terms before you sign, and ask us if anything is not clear.
