Frequently Asked Questions


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.

How do I book a home visit?

You can either book an appointment online by visiting our bookings page or call 0117 966 9998 to make an appointment with one of our Sales Advisors.

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 quote, simply click order now and complete the quick online order form. Thereafter, you can select a convenient appointment for our surveyor to attend your home and carry out a thorough survey.


What is a final survey?

The final survey takes place after you place your order. Our fully trained surveyors will take accurate measurements and confirm the specification and design of your order; the surveyor will liaise with you during the appointment to book the installation in at a convenient time for you and provide you with the Approved Installer contact details.

Do you use your own surveyors?

Yes, we employ fully trained surveyors with years of experience in the industry, who will carry out your final survey.

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?

Our surveyor will take any amendment details from you and bring this back to the sales advisor to confirm if there is any price adjustment. The sales advisor will then be in touch to confirm the new layout and costs (if applicable) – there will be no requirement for the surveyor to make a return visit at this point.

What happens next?

Once you are happy with your survey, signed your order and agreed an installation date with the surveyor, 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 receive a text message reminder approximately 48 hours prior to the installation, then the Approved Installer will arrive at your home on the agreed date to carry out the works.


Do I need to be present during the installation?

On the first day of your installation we will require someone (preferably the person who has placed the order) to let the installers 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 installers 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?

Please remove all curtains, blinds and any other any window fittings. Also, if necessary, please have your security company remove alarm security sensors. Please move furniture or anything else in the way to make a clear path to the windows that are being replaced. It is also a good idea to take down any pictures or wall decorations close to the window as they could fall during removal of the old window or the installation of the new one due to vibrations. If you are unable to move any larger items, then our installers will be happy to help.

Where will you start the installation?

If you are having new windows installed upstairs and downstairs, we would always prefer to start on the upstairs windows first and then work our way down. We would always advise against fitting new windows downstairs and then removing windows above them – because of the danger of debris falling downwards on to the newly fitted windows below. We will always try to accommodate our clients’ needs to make sure that we follow a convenient route around your home if there is a requirement. e.g. If you prefer that we start in a bedroom first thing to allow you to use an office space in the morning – or if you want us to avoid a kitchen area at lunch time – just ask us and we will do our best to help.

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, our fully employed installers are trained to install windows and doors with as little disturbance as possible. We will use dust sheets to cover your floor and furnishings in the surrounding area to keep mess to a minimum. Once our installation is complete, we will endeavour to go from room to room vacuuming any mess caused and aim to leave it just as clean we found it.

Will you remove and recycle my old windows and doors?

Yes, we will carefully remove all existing products and recycle where possible; this equates to approx. 98% of all project related waste. We always work hard to minimise our waste and use responsible disposal methods for the minimal waste we do have.


What if I have a problem after the installation?

During our installation, any issues will be resolved immediately by our installation team. In the unlikely event of there being an issue following the installation, we have a dedicated aftercare team for issues that arise during your guarantee period. If this occurs, we will endeavour to return to your property at your earliest convenience. This can range from adjustments to doors and windows; to broken down double glazed units and handles, for example.

How do I contact your aftercare team?

Simply call 0117 966 9998 and one of our staff will be happy to help.

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.


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.


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.


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.

Are you audited by British Standards Institute?

Yes, we are randomly audited by FENSA to ensure all our installations remain first-class.

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 . 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.


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 building in which we’re fitting windows. In the interests of your home, your safety and our installers safety, we must strictly adhere to current Health & Safety regulations so this will be highlighted at the time of your quotation or survey.

What is your average lead time?

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

How long does the installation take?

This often depends on the condition of the property and how complicated the install itself might be. Usually, a two-person team of installers will complete four to six windows per day.