OUR CUSTOMER SERVICE
Founded in 1994, The Sash Window Workshop is a family owned and managed company. Customer service is very important to us. We value and rely on customer recommendations for new business. We understand that your contract is unique and have set ourselves service standards to ensure that we meet your precise needs. We want you to be as pleased with our purchasing and installation process, as you will be with the outstanding quality of our finished products. Our aim is to ensure that you will want to recommend us to others!
We are very proud of what we do and the way that we do it. So much so, that we would be delighted to arrange a tour of our workshop in Berkshire if you would like to visit us. You can meet our people in person, examine the quality of our product and see the level of customer care and attention to detail that we employ. You can also view our premises on our virtual workshop tour.
THE PROCESS
Making a traditional timber window to suit a period property is a complex process. There are many factors to consider. Firstly, windows were not 'standard' as they are today. Every window or door we manufacture is different. Consequently, in order to deliver a great product and service we have to pay extraordinary attention to detail.
MANUFACTURING SURVEY
Once you have placed your order with us we will arrange a manufacturing survey. Our surveyor will arrange to visit you and will then make certain that the specification for your new window, its size, style, finish, glazing and any other considerations meets your demands. This visit normally will take place within fourteen days of placing your order. The process helps to ensure that our workshop manufactures your windows or doors with absolute precision. The surveyor can also advise you on any aspect of your window from a technical or aesthetic perspective.
YOUR WINDOW IS HAND CRAFTED
Once your survey has been completed and cross checked against the sales contract, the order is placed into production and manufacture commences. This process normally takes 6 to 8 weeks. We will keep you updated on our progress and at the same time we will arrange any special installation requirements so that we are fully prepared for fitting. We will liaise with you over details, such as scaffolding, skip hire, parking permits, access to the property, health and safety and other considerations. Our aim is to ensure that disruption is kept to an absolute minimum.
PAINLESS INSTALLATION
Once the manufacture of your new windows or doors is complete and your fitting date confirmed, installation commences, taking into account all the considerations agreed previously. Our installers are not only expert craftsmen, they are also fully aware that they are working in your home. They will treat it with the utmost care and respect, will seek to minimise any disruption and will leave the work area in a clean, tidy and safe condition at all times. Naturally installation timescales will vary depending on the complexity and size of the job.
CUSTOMER SATISFACTION IS PARAMOUNT
Our aim is to send a manager or surveyor to every installation that we carry out either during or after the work to ensure that you are satisfied. However, on completion our fitter will walk around with you to ensure that you are happy with the work carried out. You will have the opportunity to complete a Customer Satisfaction Form, which you can either give to the fitter or post to the Customer Services Manager. Finally you will receive a phone call from our installation management team within three days of completion to ensure everything is in order and you are delighted. For information on the process view our process timeline here.
WHO WILL YOU BE WORKING WITH?
We have a team of approximately 75 employees, all directly employed by The Sash Window Workshop. Meet some of the members of our professional team.
