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Social Housing

measuring your windows
1Measuring your windows

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.

Do I have to be there when you visit to measure?

Yes, we need to have access to both inside and outside your property.

What if I cannot be there on the day suggested?

No problem. Just contact us on any of the numbers you've been given or call the RLO. We will then re-arrange a new appointment at a time convenient to you.

installing your windows
2Installing your windows

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.

What if I cannot make the appointment on that day?

No problem. Just contact your RLO who will be happy to fit in with your commitments. We will always work with you if you have a problem so please call us.

I will have difficulty in moving furniture around so what should I do?

Our installers recognise that some people will not be able to do this, and will be more than willing to move it for you, so please don't worry

I will need to book time off work. How much notice will you give?

You will normally be given at least 7 days notice of installation, but if this is not sufficient for your employer, please contact your RLO.

How much time do I need to book off?

It depends on the scale of the works. For a typical house window and door replacement project, we aim to complete within 1 day but cannot guarantee this. Your RLO will be able to advise you on this.

3At the end of the works

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.

4Post Installation

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.

Reporting faults after we have left

5Feedback

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.

Customer Statisfaction Survey

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