Our order processing and quality management systems require that we follow a strict procedure in order to ensure that the products and service you receive are of the highest possible standard.
To help you understand our procedures, we have provided a brief synopsis of the sequence of events that your project will follow from here on to completion.
Your understanding and co-operation in each of these stages will help us to provide you with a fast and efficient service.
Some but not all stages listed below may be relevant to your project, you will be sent a ‘Welcome Letter’ once you place your order which will be more specific to your order. In the meantime please don’t hesitate to discuss this with your sales consultant for clarification.
Product Specification (time allotted: 1 week)
The specifications in your quotation, although adequate for pricing purposes, may need to be refined.You will be contacted by one of our sales team who will guide you through the options available for each of your products.
The more information we can finalise at this stage e.g. finish, glass types, ironmongery choice etc, the faster we will be able to process your order through to manufacture.
Site Survey (time allotted: 1-2 weeks)
Once you have confirmed your requirements to us, your project will be passed through to our technical services department. You will then be contacted by one of our surveyors to book an appointment to carry out a full site survey.
It is imperative that you, or an authorised representative, are in attendance as our surveyors will be leaving instructions on how to prepare the openings for your installation.
If the openings are not ready to survey you may also be required to provide us with accurate dimensions otherwise there will be a delay to your order. If you are unsure as to your site readiness, please discuss this with our surveyor prior to the appointment.
Technical Drawing and Order Details (time allotted: 1-2 weeks)
The information gathered so far will now be collated and you will be sent a full CAD drawing which will clearly detail your products, all builders work required and any dimensions which were not surveyed by us.
You will also receive a full specification for each of your products and any variations to the price where sizes and specifications differ from the quotation. In some cases the cost of installation may also vary from the original quotation which assumes ideal conditions on site.
You must check all of the information carefully at this stage and inform us of any inaccuracies, as you will be required to sign the drawings and specifications and return them to us for manufacture.
Any changes made by you at this time will require a drawing revision and/or revised specification details which will add to your delivery times. It is imperative that these details are accurate as changes cannot be made once the manufacturing process has begun.
Secondary Engineering (time allotted 2 weeks)
Applicable on Monoslide, roof glazing and curtain walling elements.
If your order contains one of our specialist products there is a secondary engineering process which takes place at the manufacturer’s headquarters in Switzerland.
The details from your order are converted into an engineering/manufacturing drawing and sent to our technical team for final checking. There is no requirement for your involvement at this stage.
Manufacture (allotted time for standard products: 4 weeks, products with integral blinds up to 8 weeks)
Our procurement department will now pass all of your order details to our IS09001 accredited factory for manufacture. All other associated products, e.g. glass, will also be placed into production.
Your Site Preparation (installation only)
Whilst we are in the manufacturing process, you will be preparing the openings for installation. In order to help remind you of our requirements, we will send you a site readiness document for signature.
This document will confirm the projected week of installation and will ask for your confirmation that all of the associated builders work will be completed.
It is imperative that the work is fully complete prior to our arrival on site. Our fitting schedules are carefully planned in advance and if we are unable to start work on arrival at your premises there will be unavoidable delays in us being able to complete and a charge will be payable for a return visit.
Again if you are unsure of anything please speak to one of our technical advisors.
Delivery and Installation (time allotted: 1 week)
Our installation department will contact you in the week prior to your projected delivery or installation week to book in the day of our arrival on site.
The length of time allotted for your installation will depend on the size of your project and will be confirmed at this time. Our lead times are based on the date of delivery or our arrival on site and do not include the installation time.
It is imperative that you, or an authorised representative are in attendance at completion of the installation as you will be required to sign a completion certificate confirming the quality of the installation, that you have had a full demonstration on correct use of the product, and are in receipt of any keys required.
Our aim is always to complete your project to your satisfaction and on time. Your co-operation at each stage of the process will greatly assist us in achieving this.