Frequently Asked Questions

QUOTATION

How do I get a quote?

You can book an appointment online or call us on 0117 966 9998 to book with one of our Sales Advisors who will visit your home and take the required information. Alternatively, you can provide approximate dimensions, layout of frames and location; this can be sent via email or entered using our online designer system.

What is typically involved with a home visit?

On average a home visit usually lasts around 30 minutes. If there are specific details you wish to discuss or if your home is older or has a non-traditional layout, the visit may last a little longer. The process will involve taking measurements, inspecting your existing windows, asking you some questions, and then providing you with a quote within 24 hours. Our goal is to make the visit as simple as possible, but we’ll take the necessary time to fully answer all your questions.

How long will it take to receive my quotation?

We aim to return all quotations within 24 hours; however, on larger projects this may take longer.

Who are Windowow?

Windowow are a network of the best window and door experts in Bristol. Each expert can only become Windowow Approved after vigorous vetting checks including ID, accreditation and qualification, reference, trading history, insurance and an interview.

When you place your order with Caddy Windows for the supply of your new windows and doors, you’ll have the option to instruct Windowow to carry out the installation process for a one-off fee. This fee includes (1) Appointing an Approved Surveyor to take precise measurements for manufacturing. (2) Appointing an Approved Fitter to install your new windows and doors. On completion of the installation, you will be asked to assess the work. When you are satisfied, your fitter will issue you with an invoice and you pay them the one-off fee. Your fitter will accept cash or debit card, and (3) In the 10 years after your installation, if you have any issues that fall under guarantee, you simply report your issue via www.windowow.co.uk/issue and an Approved Engineer will attend your home.

How long will my quote be valid for?

We know that purchasing new windows and doors is a major investment and the last thing we would want to do is pressure you into making this important choice; therefore, our quotes are valid for 30 days.

How do I place my order?

To proceed with your window and door quote, simply click order now and complete the quick online order form.

FINAL SURVEY

What is a final survey?

If you have instructed Windowow to carry out the installation, an Approved Surveyor will attend your property to take accurate measurements and confirm the specification and design of your order. The Approved Surveyor will liaise with you to arrange a convenient installation appointment with an Approved Fitter.

How long does a final survey take?

On average a final survey takes between 30 to 90 minutes depending on the size, location and access of your home, and how many items are on your order.

I would like to change my order, is this possible?

Yes, the Approved Surveyor will take details of any amendments and forward to your Sales Advisor to confirm if there is any price adjustment. There will be no requirement for the Approved Surveyor to make a return visit.

What happens next?

Once you are happy with your survey and signed off your order, we will place all materials into fabrication; please note, all materials are made to measure and bespoke to your home, so cannot be amended after being placed into fabrication. You will be provided with an appointment card, this will detail the installation date and contact details for your Approved Fitter.

INSTALLATION

Do I need to be present during the installation?

On the first day of your installation, your Approved Fitter will require someone (preferably the person who has placed the order) to let them into your home. You are more than welcome to leave them to carry on with your installation whilst you go out, but we would ask you to try and be present on completion of the works so that the Approved Fitter can demonstrate your new products. A representative from Caddy Windows may visit your home during the installation to check on the progress of the job.

How do I prepare for the installation?

The Approved Fitter will require (1) a clear path to the windows that are being replaced so please ensure that any ornaments or furniture are moved prior to the installation, including sofas, TVs, dressing tables, cupboards, bed side table etc. (2) Curtains, blinds and other window fittings to be removed by others. (3) Alarm security sensors, internet cables and doorbells to be removed by others. (4) Pictures or wall decorations close to the window and doors to be removed. (5) If you are unable to move any items, then the Approved Fitters may be able to help but accept no liability for damage.

Where will the installation start?

If you are having new windows installed upstairs and downstairs, the Approved Fitter would always prefer to start on the upstairs windows first and then work our way down. (We recommend against fitting new windows downstairs and then removing windows above them, due to the danger of debris falling downwards on to the newly fitted windows below). Approved Fitters will always try to accommodate your needs to make sure that they follow a convenient route around your home.

Will the installation create a mess in my home?

Having major works like new windows and doors installed in your home will create mess; however, your Approved Fitter is trained to install windows and doors with as little disturbance as possible. Approved Fitters will use dust sheets to cover your floor and furnishings in the surrounding area to keep mess to a minimum.

Will my old windows and doors be removed and recycled?

Yes, your Approved Fitter will carefully remove all existing products and recycle where possible; this equates to 98% of all project related waste.

AFTERCARE & MAINTENANCE

What if I have a problem after the installation?

In the 10 years after your installation, if you have any issues that fall under guarantee, you simply report your issue via www.windowow.co.uk/issue and a service engineer will attend your home.

How do I contact your aftercare team?

In the 10 years after your installation, if you have any issues that fall under guarantee, you simply report your issue via www.windowow.co.uk/issue and a service engineer will attend your home.

What should I clean my windows and doors with?

Clean glass and frames with a mixture of soap and water. We recommend using a soft cloth, but a paper roll is also fine.

How often should I clean my windows and doors?

Our windows and doors are designed to be as low maintenance as possible for you. Dirty frames and glass simply require a wipe down with a damp, soft cloth and soapy water to keep your windows looking as good as new.

U-VALUES & ENERGY RATINGS

What are the combined energy ratings of your windows?

Because we offer such an extensive range of products (both frames and glazing), they do vary. But as a guide, all our standard uPVC Window frames are A+ energy rated. When combined with our most popular glazing (Energy Toughened) the overall combined ratings are typically A Rated or equivalent. We will be pleased to advise this on your quotation, and provide certification where required proving our compliance. Our products meet or exceed all current Building Regulations requirements.

What is low-e glass and what are the advantages?

Low-e glass stands for ‘low emissivity’. Low-e is a coating that goes onto your double glazed units to help with energy efficiency. The low-e glass is designed to limit the amount of harmful UV rays that enter your home but at the same time permit the maximum amount of valuable window.

What is a window U-Value?

U-Value is a measurement of how effective a material is as an insulator. The better the u-value the more you improve the comfort and energy efficiency of your home.

Why is Argon gas used in windows?

Argon gas is an insulating gas that sits between two panes of glass to reduce the heat loss to the outside environment. Argon is heavier than air which acts as a barrier against the cold weather outside. Argon insulation improves the u-value in a home by 10% or more while also applying soundproofing properties. Argon is the principle gas used because it is inexpensive, non-toxic, and odourless.

CONDENSATION

Why is your glass ‘Sweating’?

Is water beading or ice forming on the inside surface of your windows? This is a sign that there is excess humidity in your home. Humidity — water vapor mixed with air — is drawn to the coolest surfaces, such as your window. Cool air cannot hold as much moisture as warm air, so windows and doors often collect this moisture and make it visible. A surface that is cooler than room temperature is more likely to show condensation.

What about condensation in between the panels of glass?

This may indicate a breakdown within the unit. You should contact our aftersales team as this will be covered by your guarantee.

Why is condensation forming at the bottom of the window?

Each insulated unit is a sealed atmosphere, and the air in this atmosphere becomes layered, just as in any closed space. Warm air rises and since humidity is attracted to cooler air, condensation will often show near the bottom of the glass.

What about exterior condensation?

Conversely, exterior condensation, which forms on the outside pane of the window, typically occurs in the summer. This type of condensation can occur for several reasons: the glass temperature drops below the dew point temperature of the outside air, the air is still, there is a high relative humidity, there is a clear night sky, or there are plants located near your window or door. Exterior condensation usually evaporates as the day wears on and will not affect the interior of your home. Since you cannot control the relative humidity outside your home, the only step you can take to combat exterior condensation is to warm the inside surface of the window or door, as this is a way to warm the outside surface. Seeing exterior condensation on those rare days should be reassurance that your windows and doors are doing their job: keeping your heat in your home where it belongs and saving you money.

FENSA

What is FENSA?

FENSA stands for ‘Fenestration Self-Assessment Scheme’ and is a declaration by Caddy Windows to the homeowner that the windows and doors they have replaced comply with current building regulations.

Is FENSA a legal requirement?

Any frames that have been replaced since 1st April 2002 must be supported by a FENSA certificate or a building regs certificate to show they legally comply with Building Regulations.

Why do I need a FENSA certificate?

A FENSA certificate is your assurance that the installer who fitted your windows or doors has complied with Building Regulations. It also means that your installation(s) will have been registered with the Local Council. These are legal requirements, and proof of them is essential when selling your home.

When will my installation be registered with FENSA?

Shortly after the completion of your project, we register your details with FENSA who will send your Certificate of Registration to you directly. We recommend that you keep this certificate in a safe place as they are important and are required by solicitors if you come to sell your property in the future.

Can I order a replacement certificate?

Please click on the following link and fill out the required information to find out if you have received your FENSA Certificate https://www.fensa.org.uk/fensa-certificate . If it shows you have been sent one and you are unable to locate it, you will need to pay £25 including VAT to have another sent out. If it does not show a certificate being sent, please contact us asap.

GENERAL

Do you have any products on display?

Yes, we have a 3,000sq.ft showroom with a huge range of products on display. Feel free to visit us and wander around searching for inspiration. Our sales staff are all employed, so will happily give you advice without any high-pressure sales techniques.

What areas do you cover?

We cover Bristol and the surrounding areas up to a maximum of 15 miles from our location (BS4 1UN).

Is planning permission required?

Planning permission is not normally required for replacing your windows or doors, however there are a few circumstances where it may be required.  If you are wanting to replace windows in a listed building, or if the building is in a conservation area it’s best to get advice for your local council before carrying out any works.

Do you need to construct scaffolding?

This depends on the type of property that you have and access to the items being replaced. If this is deemed a requirement, then you will need to arrange a scaffold to be erected in the interest of Health and Safety.

What is your average lead time?

The average lead time is 3-4 weeks from confirmation of order to delivery. However, this time may vary for non-standard items, or if there are queries following on from your final survey.