Direct Windows Log

Monday 18th February 2013

09:33 I phoned Direct windows office (024 76637187) to enquire about getting a quote Duration 04:12

Thursday 21st February

10:11Missed call from Direct Windows office phoned me (024 76682483)

10:13 Missed call from Direct Windows office phoned me (024 76682483)

10:15 Missed call from Nigel

10:15 I phoned Direct Windows office phoned me (024 76682483) - spoke to Jag who said that Nigel had phoned me

10:34 I phoned Nigel - no answer

10:38 Nigel phoned Duration 01:38 - calling to say was it still ok to come out to do window quote

11:15Nigel came to start the window quote; left at 12:30

16:36 Nigel emailed through a rough outline of the quote

"Hi Hayley confirmed price as promised for your home. For all the windows and rear french doors in upvc with the glass rating of 1.5 u-value this will be optiwhite low E with optiwhite K with a thermal efficant spacer bar. At the front of the house we will take out the hall window and the cladding below and replace with a composite door and side panel including a top light We would be more than happy for you to look around the factory so you are able to see what you are getting for your money The price includes all making good and for the work to be carried out within the next 10 to 14 days I hope you find this acceptable and I await your response Regards Nigel "

Saturday 23rd February

12:14 I phoned Nigel - no answer

12:15 Nigel phoned Duration 00:59 - asked if it was ok to visit factory as he had suggested. He said that it was fine and that he was there.

13:00 Nigel showed us around the factory and showed us the Liniar frames, which glass I would have, the black spacer bar. Nigel also introduced us to Paul and said that he would be happy to do any design I would like on the glass for the front door at no extra cost.

Tuesday 26th February

16:43Missed call from Direct Windows office (024 76637187)

16:53Text from Nigel: quote " Hi Hayley this Nigel would u be kind enough 2 give me a call thanks"

20:54 I phoned Nigel in reply to his missed call/text. He asked what we thought about taking the quote....I asked how much would an extra window (kitchen) would be, Nigel said that one extra window wouldn't make much difference and that he wasn't bothered about that. Duration 02:46

Saturday 2nd March

09:32I phone Nigel to say that I would like to go ahead with what he has quoted me

16:35

Nigel visited to talk through the windows and paperwork was signed and £500 cash deposit paid. Nigel stated that the job would take two days and that they could start within the next 7 to 10 days

Monday 4th March

16:32 Missed call from Direct Windows office (024 76682483)

17:56 Missed call from Direct windows office (024 76684709)

18:04 Text from Jag - quote: " Hi miss jarvis just wanted to ask if direct windows can survey ur windows in the morning. Regards jag. Direct windows"

20:18I phoned Jag to reply to the answer phone message and text and apologised if I was disturbing him at home. Jag asked if they could start work on Thursday. I agreed. Duration 02:03

Tuesday 5th March

13:08 Jag from Direct Windows office phoned me asking that the fitters are paid when they have finished their work (024 76682483)

Wednesday 6th March

17:43 Missed call from Direct Windows office (024 76682483)

18:57 I called in reply to the missed call. Jag wanted to check on the width of the French doors

Thursday 7th March

08:38 I phoned Direct Windows office (024 76637187) no answer

08:39 I phoned Jag no answer

08:40I phoned Nigel he picks up, then hangs up

09:36 Missed call from Direct windows office (024 76664119)

10:56 Missed call from Direct windows office (024 76664119)

11:27 I phoned Direct windows office (024 76664119)

11:47 Direct windows office (024 76664119) phoned me (Bill) asking me to pay the fitters £2000 before they left that day. I replied that we had been told that when the work was all completed we would pay.

Around 14:00My father and I noticed that the glazed units that had been installed were incorrect. One of the fitters called Direct windows (I think it was Nigel he spoke to) and confirmed that they were incorrect and that the correct ones would get made up and this would be rectified.

Around midday, Nigel called round to discuss the payment and told us that the cash-flow of the company would not allow for the work being carried out that day, not to be paid for. He then told us that the door had not yet arrived and that he had phoned the company in Manchester and if he could, would drive there himself to pick it up. But, it was simply not ready. I asked why had my job been booked in to start if not everything was ready.

Nigel said that we needed to pay for the work that was being done that day. I explained that my father is ill and had a hospital appointment the next day and on Monday, and would not be able to get to the bank to get the money until Tuesday/Wednesday of the following week. Nigel then said that a bank transfer would be fine. We agreed that we would get the money as either cash or bankers draft. Nigel then left. We felt pressured into having to get the money ready and were not happy. My father in particular was very upset at Nigel's tone throughout much of the conversation.

16:56 Text from Nigel - Quote: "Will u call me"

18:46 My reply to text "Hi, can you ring me on my home number? I'm in between lessons and my mobile battery is low." (Home number given)

19:09 Darren phoned Nigel - no answer

19:32 Nigel phoned Darren back. Nigel asked Darren to apologise to Hayley’s Dad as he was upset during the afternoon’s conversation. Nigel explained that the work should never have started until all the fittings and the door were ready. He said that after discussion he was suggesting that the fitters did not return tomorrow and that the work would be finished on the next visit when all the fittings were ready. Darren agreed that the work needed to be finished when everything was available. Darren asked how the wrong glass had been fitted and what was going to be done to rectify the problem. Nigel said “It will be rectified as it was our fault”. Darren asked “How will it be rectified?”. Nigel said “Well we will come to some arrangement.” Darren asked “What does come to some arrangement mean?” Nigel said “We can look at some discount”. Darren said “Hayley will want the correct glass installed.” Nigel said “We can do that if that’s what she wants.” Darren said “She will, but I’ll ask her nevertheless.”

20:02 Darren phoned Nigel - no answer

20:02 Nigel phoned Darren back. Darren explained that he had spoken to Hayley and Hayley wanted the correct glass installed as it was the main reason for having new windows installed in the first place. Nigel replied that they would change the glass.

Monday 11th March

12:13Direct windows office (024 76684709) missed call

12:17I phoned Direct windows office (024 76684709)

12:45 I phoned Nigel. I phoned to say that I was at the factory to talk to Paul about the designs. Nigel said to come up to the office. Duration 00:42

I went office to speak to Nigel about the designs on the glass. He said that Paul was unavailable to talk to. Nigel printed off my email and said that he would give it to Paul. I asked Nigel to contact me before Paul did anything with the designs as I wanted to speak to Paul and sort the designs out together.

Tuesday 12th March

14:01 I phoned Nigel - no answer

14:02 I texted as he hadn't answered "Hi Nigel,. Could you pass my number on to Paul, or could I have a number to contact him on, thanks, Hayley"

15:36 Missed call from Nigel

15:36 I phoned Nigel in reply to his missed call Duration 01:33

Friday 15th March

12:38 Missed call from Direct windows office (024 76664119)

12:44 Text message from Bill (07930407811): " can we fit doors & windows on Mon 18th?"

14:37 I phoned Direct windows office (024 76664119) no answer

14:39 I phoned Nigel Duration 04:00

14:55 I phoned Nigel Duration 01:36

Monday 18th March

11:22 I phoned Bill - no answer

11:23 I phoned Direct windows office (024 76664119). Spoke to Jag and explained that Nigel had said to come to the factory to talk to Paul. Jag phoned down to Paul and told me to walk to the factory.

I went to the factory to talk to Paul about the designs on the glass for the front door. Paul was very helpful and polite and I felt happier. He even showed me the door which had arrived.

11:52 Bill phoned me

11:59 Direct Windows office phoned me (024 76682483)

Wednesday 20th March

14:31 Nigel phoned me to discuss the work being completed next day. Nigel reiterates that the payment should be handed over to the fitters as soon as they finish. I tell him that given all of the mistakes that have been made, I do not want to hand over the payment until Darren is back from work to check over all of the work. Nigel tells me that he will accept a bank transfer in the evening after Darren is back from work. I say to him that the contract states cash or bankers draft and that my father is unhappy with getting that much cash out of the bank so would prefer to write out a bankers draft. Nigel says that as he had previously mentioned that on-line transfers can be done, he would prefer that as a bankers draft takes 7 days and his cash flow won't allow a delay. Duration 10:38

Thursday 21st March

09:50Fitters arrive. I am told that one of them has been sent to another job so my windows, doors etc. will not be finished today.

09:50 I phoned Nigel - he hangs up

09:52 I phoned office (engaged)

09:53 I phoned Bill. He tells me that he is with a customer and that he will call me back; he doesn't.

09:54 I phoned office (engaged)

09:54 I phoned Nigel. He tells me that he is with a customer and is about to hang up, I explain that I am not happy that I have just been told about my windows and door are not being finished today after he promised that they would and that I took a day off work to be here and ready for 9:00am and that they have arrived an hour later than promised. He responds with

"our company doesn't work around you" and "you are trying to cause problems when there aren't any".

I tell him that there have been many mistakes made and he replies with "we're only human". I respond with "surely an established window company shouldn't make these kind of mistakes" he replies with "at least it's not as bad as some of these cowboy builders".

He tells me to "let the fitters get on with their work" and that I am "holding them up". I explain that they have only just walked through the door and I am not distracting them whatsoever. I tell him that I just wanted to let him know that I am unhappy with what is happening and he replies with "oh yeah, with a vengeance!"

The conversation ends with him saying, "let's see how far they get" Duration 05:20

12:17 I phoned Direct Windows office (024 76637187). Bill answers. I ask to speak to Sharon. He tells me that she is unavailable and can he help. I explain the problems. He replies that "it's like the great war, but we are lions being led by donkeys and that it will all come out in the wash". I ask him to get in touch with Sharon to call me back today. Duration 02:00

12:35 Bill Direct windows office (024 76664119) phones me to tell me that both Sharon and Nigel are unavailable for the whole day. I tell him that I no longer want to speak to anyone other than Sharon so that the problems can be resolved and can she call me at her earliest convenience.

17:00The fitter and labourer leave as they are called away to help the other fitter who is on his own and he has phoned them asking for help. I ask what is happening about the job being finished, the fitter explains that he is on another job in Crewe the next day and if someone comes, it will be the other fitter, but he will get someone to phone me to confirm.

After reviewing the fitment of the French doors after the fitters have left there are multiple scratches and gouges in frame work both internal and external. 17:05Darren called and spoke to Bill. Darren asked for the owner to review the work done.Darren told Bill about the scratches and gouges in the French doors and that the majority of windows that had been "finished" had loose trim and the sealant work was not correct.Bill asked if they could come and complete the work tomorrow.Darren asked whether the remaining frames, glass and door were now ready to be fitted.Bill asked Darren "Are they not ready then?"Darren replied "You should be telling me that!"Bill stated that he would phone Darren back later that night to confirm either way whether the fitters would return tomorrow.Darren reiterated that Bill would definitely phone back either way.Bill agreed.Nobody phoned back.

22nd March 2013

09:48Fitters turned up without any prior arrangement. Hayley is just finishing her morning lessons and then is off to school for the day. She explains this to the fitters and explains that Bill was supposed to phone to let them know if anyone was coming and that no one phoned. Hayley shows one of the fitters the scratches in the French doors (both externally and internally) The fitter phones Bill; when it is said that he was supposed to have phoned back the evening before, he says that he misunderstood.

15:31Darren spoke to Bill. Asked why he did not ring back.Bill replied that he misunderstood.Darren asked that he wanted the owner (Sharon) to ring him back and explain how all the mistakes were going to be rectified.Darren also asked that he did not want anyone to contact Hayley and all further calls were to come through him.

Tuesday 26th March 2013 11:32 Missed call from Direct Windows office (024 76682483): Jag leaves answer phone message asking can I call him back. I ask Darren to phone him on my behalf as I am no longer happy talking to any of the Direct windows staff.

13:02Darren spoke to Jag.Darren explained that he had told Bill that all calls were to come through him and not Hayley.Darren again explained all the issues that we had experienced. Jag was aware of the issue with the door and no letterbox but was not aware of any other issues.Jag apologised and said that he would contact Sharon and no work would continue until Sharon had contacted Darren.

15:39Sharon called Darren. Darren explained how they are not happy with the many mistakes, false promises and current condition of the installation so far, including how Hayley had been spoken to.Sharon apologised and promised all work would be completed on the next visit and all current issues (loose trim, scratched French doors) would be fully rectified.Sharon requested to carry out work on Friday.

15:46 After conversation with Hayley, Darren called Sharon to confirm that Friday would be a suitable day.Darren reconfirmed that all issues would be rectified, all remaining windows and door would be ready and would be installed and new French doors would be installed.Sharon confirmed that she would visit Hayley’s property during Friday afternoon to review and speak to Hayley and Darren.

Thursday 28th March 2013

14:01Darren called Sharon (02476684709) but spoke to Bill.Darren asked what time the fitters would be at the house.Bill said he would ring back with an answer.

14:22Bill (0247664119) called back and spoke to Darren.Bill's answer was "They will be there first thing"Darren responded "When is first thing? I need a time. I need to make sure someone is in the house."Bill questioned. "8.30?"Darren replied "Is that a question or are you telling me they will be there at 8.30?"Bill replied "Between 8.30 and 9."Darren asked "Are all the fittings ready for tomorrow?"Bill said "Someone phoned you earlier in the week to say the fittings would be ready."Darren said "No, I spoke to Sharon earlier in the week who promised that the fittings would be ready. I am now asking if they are ready"Bill went away from the phone for a few seconds then returned and said "Yes they are ready."

Friday 29 th March 2013

09:50Fitters arrived and start work on the door and side window.

11.00Darren came out of work early and arrived at the house. Darren inspected part of the window trim for the door and noticed scuff marks. He told fitter.

15:53Sharon phoned to discuss when the remainder of the work could be completed.

16:23Sharon phoned again to confirm that the fitters could come out Saturday.

After the fitters had left we discovered the bathroom window opening had been manufactured on the wrong side.

Saturday 30 th March 2013

09:20Fitters arrived to complete work

Thursday 25 th July

I called to say that there are some problems. Hallway window keeps closing when you open it, a defect in French door glass and water coming through front door when it rains. They said they would phone and let me know when they could send someone out.

Tuesday 30 th August

15:30I called as I hadn’t heard from Direct Windows. I explained the problems again. They said that they would pass on the information. I explain that I am going away on holiday so it needs to be done before I go away.

Monday 2 nd September

09:49 I called

Tuesday 3 rd September

09:25I called

14:05 they called

Wednesday 4 th September

12:53 they called to confirm that they would send out fitters on Saturday at 12:00pm

Saturday 7 th September

10:53 1 hour before the fitters are due to come, (Tash) phoned to say that the fitters have walked out but they are getting some fitters especially for me for the next weekend. I explain (again!) that I will be away in America. But, I will get my parents to be in for the Saturday appointment (14th September)

September 8 th to September 30 th

I am away

When I am back from my holiday, I find out that the fitters did not turn up to the second appointment (September 14th) My parents waited in on the Saturday (14th September); they received no phone call to explain or give notice of the absence.

Monday 14 th October

10:43 I called: no answer

Wednesday 16 th October

13:57 I called and spoke to Jag. I asked him why the fitters did not turn up whilst away and that my parents had waited in on that Saturday. I also wanted to know why no one phoned to say that they weren’t coming. He said that he didn’t know. I said that I wanted to speak to Sharon. He replied that she was off ill but that he would pass on the details and get back to me with when they could come out.

Monday 21 st October

13:47I called Direct Windows - no answer

13:48I called Direct Windows - no answer

13:49I called – no answer

14:21I called and spoke to Nigel. I said that I am waiting to hear back from Jag regarding an appointment to fix the problems (I explained the problems) He said he didn’t know anything about it. I asked him to get Jag to call me.

16:02No answer

16:05I called – Jag said he would get back to me

Tuesday 22 nd October

15:11I called – Jag said tha if uit was him, he would book it in, but he has to wait for Sharon to clear it. He said he would call me back

Wednesday 23 rd October

09:58No answer

10:08No answer

10:09No answer

10:11No answer

10:12 I talked to Jag and explained how I felt at not having these problems fixed and that I felt let down by the company

Monday 28 th October

09:01I called. Nigel answered. I asked to speak to Jag. He said “he’s not until 9:00” I said, it’s past 9:00. He said “he’s not in”. I asked if he would please get Jag to call me. He said “yes”.

09:15I called – no answer

10:43I called again as no one had yet phoned me back. I spoke to Jag and we discussed when the fitters could come out. He said he would ring me back to confirm a day and time from the ones we had talked about.

17:19Missed call and voice mail from Jag confirming that the fitters would be coming

End of October

Fitters tightened up the door, and corrected the pin that was coming out of the hinge. They took measurements for the glass in the French door and said that it would be ready the following week, by Tuesday. They tightened the hallway window fitting to stop it from swinging back after it is opened.

Wednesday 20 th November

14:12 I called and spoke to Jag. He said that he was still waiting on Sharon as to when the fitters could come out. I replied that it had been over 4 weeks now and that it wasn’t good enough and that I wanted Sharon to call me today to arrange an appointment for the fitters to come out and that I was going to log the complaint with trading standards. Jag told me that I had to do what I felt was right and that he doesn’t have the authority to arrange the appointments. I asked Jag to get Sharon to get back to me before 4:15pm that day as I was working after that.

14:23I called Citizens Advice and logged my complaint with them. They advised me to write a letter to Direct Windows giving them a period of time in which to complete the repairs. (As an appointment was arranged to complete the repairs, I did not send Direct Windows the letter.)

They also told me that my case would be referred to my local Trading Standards office.

16:27 Jag called and said that he had arranged for the fitters to come to my house the following Tuesday. I explained that I teach at school all day Tuesday and cannot take time off work and that they can’t arrange a time without consulting me first. I then said how that I was in the middle of teaching a piano lesson (which is why I had asked him to get back to me before 4:15pm) so could they please call me back tomorrow after 10:30am so we could arrange a time that was convenient for both parties.

Thursday 21 st November

10:06 Missed call whilst I was teaching

10:16 Missed call whilst I was teaching

10:50I called them (Tash answered) and explained that I was teaching until 10:30 as I had told them, so could not take their calls. I talked to Tash and explained the whole of the situation, the problems and upset and that my door needed to be fixed. I explained my weekly schedule and when I would be in and Tash said that Friday (the next day) would be ideal and she would try and get the fitters to come round first thing.

Friday 22nd November

9:58 I called to ask whether or not the fitters were coming. Nigel answered and said he knew nothing about it. I asked to speak to Tash. He said that she was on a call and would get her to phone me back.

10:15Tash called. I asked why did she not ring back as promised and why weren’t the fitters coming. She said that she wasn’t able to get them for today after all. I asked that an appointment be arranged a.s.a.p. and that I was very unhappy at how I was being treated by the company. I explained how it felt to be let down time after time and to have to have towels against the door to stop water coming in every time it rains. I said that I was going to take this matter to Trading standards if it was not rectified. She said that she would call me back.

10:32Tash called back and said that she needed to check with me when I would be in to have the fitters come out. I gave her my complete schedule for the week (my scheduled remains the same on a weekly basis) She said she would see what they could fit in and ring me back

10:50

Nigel phoned to discuss the issues that I was having and I explained (again!) in great detail about the front door; where the water was coming through etc. and the French door defect in the glass. He then discussed times that the fitters could come along. I told him my complete weekly schedule and we agreed that the fitters would come on Thursday 28th November between 8:30am and 9:00am. Nigel said that he wanted to meet them at the house so that the fitters could tell him what was wrong with the door. He said that he didn’t think that it would be a caused by the fitters and that it was most likely a manufacturing fault and if so, would ring the manufacturers there and then from site (i.e. my house)

Wednesday 27 th November

13:58I called direct Windows. Jag answered. I asked could he confirm if the fitters were still coming Thursday 8:30am. He asked me to hold and he would check. After a minute or two, he came back to the phone and said that yes, they would be here between 8:30am and 9:00am.

I then said that I would prefer it if Nigel did not come with the fitters. As he was sales, I didn’t see a reason as to why he needed to come, and from my past, unpleasant experiences with Nigel, I wouldn’t feel comfortable with him being in my home. Jag said, ok.

14:48Jag called. He said that although I had said I would prefer Nigel not to come with the fitters, that Nigel wanted to come so he could be told by the fitters there and then, what the problem was. And, if it was a manufacturing fault on the door, he could then ring the manufacturing company from site (my house). I replied that, ok, that was fine and that I would see them in the morning.

Thursday 28 th November

9:20

I Phoned Direct Windows as the fitters were now overdue.

Nigel answered. He said that he had to send the fitters to another job and that they would be at mine for around 10:00am. I told him that I was teaching piano at 10:00am like I had told him when we arranged the appointment. He said that he hadn’t talked to me about this and didn’t know that I was teaching. I replied that HE had phoned me last week after I had spoken to Tash saying that I had contacted Trading Standards and that HE had arranged the appointment time of 8:30-9:00 and that he had said he would come with the fitters. Nigel replied “I talk to so many people” I replied, “you should write everything down”.

I told him that it is still fine to come at 10:00am but as I am teaching, it means that I will not be able to let the fitters through into the back room to replace the glass in the French door. He replied that he thought it was just the front door that needed to be looked at. I said that he knew about the defect in the glass of the French door and that the measurements for the glass were taken several weeks ago with the promise of the glass being ready in just a few days. I then said that surely the fitters were bringing the glass with them today. He replied that he knew nothing about it. He then said that he would phone me back. He didn’t.

10:54

I phoned Citizens Advice to update their information on my case.

I phoned Coventry Trading Standards and spoke to Amelia regarding the issues. I asked to speak directly to someone who would be looking at this information. She put me on hold, then when she got back to me said that they would look over everything and get back to me.

To date, neither trading standards nor Direct windows have got back to me regarding the issues/problems.

Wednesday 19 th February 2014

13:12

Sharon “Hello, is that Hayley”Hayley “Hello, yes”Sharon “Hello, it’s Sharon from Direct Windows”Hayley “Oh, hello”Sharon “we’ve been contacted on your behalf about your windows”Hayley “Yes…”Sharon “It seems that you have a job outstanding, but it’s never been convenient for you when we’ve tried to come round”Hayley “Hang on….I have a log of everything. Every phone call, every appointment, and I have been here every time your fitters were supposed to come and they haven’t. When I’ve phoned and asked where they are, it nearly always seems to be Nigel who answers and he tells me that they’ve gone to other jobs.Sharon “oh, well, I don’t know anything about that, I’m not here. When are you available?”Hayley “I’m in today 2:30pm onwards”Sharon “Ok, I will send someone round at 2:30pm”Hayley “Ok, thanks, bye”Sharon “Bye”

14:03

Paul arrives and says “I’ve been brought out of retirement from the factory.” (Paul is the man who works in their factory and did the designs on my door)

I show Paul round all of the problems. I ask him if he wants to see the video of the water coming through the door so he knows where the problem is. He says that it is because there is no weather board on the door. He says that he will also make some drainage holes for any water to run out.

Paul says that all of the silicone sealant that has been used, has shrunk so must have been a bad batch.

When I show him the wobbly wooden window sills, he examines them and says that the other fitters should have put blocks under them to support them.

There are several places around the windows and French doors that let in air and are going mouldy. He examines them and confirms that they have not been filled in properly and there are gaps straight to the outside.

I showed him the cracks and holes in the walls that were made from when the windows were taken out and then the new ones put in and how they had been filled with silicone (if filled at all!)

I told Paul that I had already had the French door glass measured in October and that there should be a piece of glass in their factory waiting! Paul measured the glass again as he didn’t know

Paul phones Sharon and then confirms to me that he will be here Friday between 9am and 10am and that it will take 3 to 4 hours to fix everything. He adds, if everything is ready earlier, he will phone and come out on Thursday.

Friday 21st February

10:30

I called Direct Windows saying that I was told that Paul would be here between 9 and 10am but no one has showed up.

Nigel answered and asked “who’s this?” I said “Hayley Jarvis” he replied, they’ve gone to another job. I asked “surely mine was the first job to be starting at 9?”

He said, “he went to another job at 8”

I asked “do you know when they be here and why couldn’t someone have phoned me to tell me that they were not going to be here between 9 and 10 like they said?”

Nigel (in angry voice)“I’m not getting into this with you HAYLEY””

Hayley “well can you put me on to someone who can?!”Nigel “No, there’s no one else here”Hayley “there’s no one else at all in the office?”Nigel “No….(then his voice faded as he walked away from the phone and I can hear him say….” You deal with her, it’s HAYLEY JARVIS”

Tash came on to the phone and I asked her why no one was here if I had been booked in for between 9 and 10.

Tash “they’re at another job”Hayley “Why couldn’t someone have phoned me to let me know?”Tash” I’m really sorry”Hayley “I’m really not happy about how Nigel spoke to me, he was very rude, there’s no need for that behaviour and attitude towards a customer. “Tash “I’m really sorry”Hayley “It’s not your fault. I just would like to know when someone will be hereTash “I’ll put you on hold….1 second, let me put you on hold”

………

Tash “The glass hasn’t arrived yet”Hayley “Well, someone should have phoned me. Can you find out when the glass will be here and give me a time?”Tash “I’ll try my best but if I ask the delivery people, they probably won’t tell me where their delivery driver is.”Hayley “Well, what am I supposed to do, wait all day just in case? I’ve been ready since 9:00am”Tash “It will definitely be today.”Hayley “Well, you have my home number and mobile number, so can you find out and ring me back?Tash “I’ll do my best”Hayley “Thanks, I’ll listen out for your call and speak to you soon”

Outstanding problems

Water leaks through front door Four of my inside windowsills are wobbly (some more than others) Cracks, holes etc. made and not filled in properly, or, not at all Wind comes in through front upstairs bedroom window frame and downstairs front room Front door for the third time is out of position and hard to shut Sealant round all windows is going mouldy even though I clean it and wipe it when the windows get condensation Defect in glass of French door

When it rains, two of the small diamond windows on the front door let in water

It appears that they have not used mould inhibiting sealant, so even though I wipe away condensation, the white sealant is mouldy.

Many cracks appeared and if they did fill them, they used the sealant which is not what shuold be sued. Many cracks were not filled at all. I was left with two very large holes in my hall where a window ledge used to go. I filled them myself.

A lot of the plastic trim lifted within hours of them being fitted. The fitters did stick it back down, but it has lifted again. This one is my bedroom. The wind blows through this gap every day.