Customer Experience

Customer satisfaction is at the heart of everything we do and we strive for excellence.

This means that our customers need to be satisfied at each stage of the process from placing the order, to the installation being completed and everything in between. We are also here for you after we have finished the job, as we know that sometimes we may need to attend to a maintenance call which is all part of the service and covered by our guarantee

Request your FREE quotation

We will arrange for one of our experienced representatives to visit your property to measure up and listen to your requirements. We will then be able to discuss the options and designs that will best suit your needs. You will be provided with a full written quotation, including computer aided drawings to assist with the design process. We can deliver the quote by hand, put it in the post or email a copy to you and will be on hand to discuss the details further.

The survey is carried out

Once an order has been placed with us we will then arrange for the detailed survey to be carried out. Our company surveyor will check through the order form to ensure that the specification and details are all correct and record the final measurements. We will also take photographs for our records and complete a risk assessment for the planned works.Once the survey is finalised the Operations department will process the job and contact you to arrange a target date for fitting.

Manufacturing

The order forms are completed, checked and sent off to the factory for manufacturing. The windows, doors and conservatories are manufactured by our specialist fabricator who meet ‘World Class manufacturing’ standards. The factory is state of the art and uses multi-million pound machinery to constantly deliver the high standards that we demand. Any leaded, coloured and Georgian grille designs are then supplied to us by computer aided drawing for customer approval as required. We have internal checking procedures throughout the ordering process and only work with long standing manufacturing ‘partners’, and this maintains the high quality for Rayleigh Glass and our customers.

We Install your products

Once we have a confirmed delivery date from the factory for your products, we contact you to agree the planned installation date. Upon arrival our installers will introduce themselves to you and discuss the order of works. They will be wearing company uniform and always use blue overshoes indoors prior to laying dust sheets in the area of work to protect your floors. We remove all of the existing frames and any rubbish from your property each day and take it away for recycling. Before leaving your property our installers will make sure that you are fully satisfied with your installation and will show you how to operate all of the window and door locks. Our management and surveyor aim to visit every installation and this way we are able to maintain our standards and make certain that our customers are satisfied.

Payment received with thanks

Once the installation is finished and you are satisfied, our installers will request payment of the final balance. This should be as per your contract (cash/ cheque/card) and made available to them when they have completed the job.

After sales service

We will register your installation with FENSA and request your insurance backed guarantee from the Plastic Window Federation. Our representative will call round to deliver your insurance backed guarantee certificate once it is available. Any FENSA documents will be sent directly by them to you. Our ten year guarantee can be found on the reverse of your ‘pink’ agreement and all of our replacement PVC-u and aluminium installations are covered by a comprehensive ten year parts and labour guarantee. Should you ever need our services just call our service department and we will arrange an appointment to remedy the issue.