Your peace of mind guaranteed

Most installation companies fit windows and doors sourced from a manufacturer or fabricator. All reputable manufacturers and fabricators will offer installation companies warranties that cover specific parts of the windows or doors supplied to them – a promise to repair or replace these parts should a problem develop within a specific period of time after being installed. The length and breadth of cover varies between the different window and door parts and materials, and between the different manufacturers and fabricators.

At truhouse, for example, all of our manufacturer’s warranties cover:

Often the warranties offered by manufacturers and fabricators are simply passed onto customers as they stand, but sometimes installers will choose to personally provide extended warranties.

At truhouse, for example, we choose to extend our manufacturer’s warranties to cover:

In addition to these warranties, reputable installers will also offer their customers a guarantee.

It’s no secret that the double-glazing industry has a history of installation companies becoming insolvent, rendering any warranties offered by said companies useless, and leaving customers in the lurch and with large expenses when any repair or replacement work needs to be carried out.

This scenario can be avoided with the use of guarantees known as insurance-backed guarantees, which are offered freely by an installer and last for a period of up to 10 years from the date of installation. This guarantee is an insurance policy that will only come into effect in the event your installer ceases to trade, and will provide you with the benefits of the written warranty issued by installer when they are no longer trading and in a position to honour it.

Any reputable installer should offer this type of insurance-backed guarantee to customers, in conjunction with written warranties, on all windows and doors fitted by them. Not least because leading industry bodies such as FENSA (Fenestration Self-Assessment Scheme), the largest and longest-standing government-authorised scheme that monitors building regulation compliance for replacement windows and doors, now stipulate that all customers must be offered this insurance as a condition of membership.

At truhouse, we offer this type of guarantee to all of our customers for a period of 10 years from the date of your installation. We use one of the largest insurance-backed guarantee providers in the UK, QANW (Quality Assured National Warranties), as our regulated insurance specialists of choice.

Warranties and guarantees are both there to protect you when purchasing new windows and doors, however, as explained above, there are crucial differences between the two.

Any reputable installer will provide you with both a warranty and an insurance-backed guarantee, as having either one without the other leaves you unprotected and vulnerable in different scenarios.

A warranty without an insurance-backed guarantee leaves you unprotected in the event your installer goes out of business during the warranty period. You will not be able to make a claim directly with the manufacturer, as the manufacturer’s warranties do not extend to the homeowner – they are an agreement between the manufacturer and the installer.
A lack of insurance-backed guarantee would also indicate that the installer does not hold valid membership with a leading industry body such as FENSA, who require all members to offer insurance policies to their customers – which may also indicate non-compliance in other areas, such as Building Control regulations.

An insurance-backed guarantee without a warranty also leaves you unprotected, as you can only make a successful claim in the event the installer ceases to trade – you cannot claim against an insurance-backed guarantee whilst your installer is still in business.

In both instances you could be left hugely out of pocket should any issues arise with your new windows and doors, so it’s vital you understand exactly what cover your installer of choice provides you with. Not all “guarantees” are created equal.

Here at truhouse, we provide all of our customers with warranties and insurance-backed guarantees – some of the fullest coverage in the industry. Should you have any issues with your replacement windows and doors that have arisen as a result of manufacturing or installation, they will be repaired or replaced for up to 10 years after the installation date.

All window and door frames supplied and fitted by truhouse. come with a minimum 5-year manufacturer’s warranty as standard, but we personally provide an extended warranty to cover you for a 10-year period from the date of installation.

Occasionally there may be instances where our manufacturers offer a longer warranty to protect your frames against a specific issue. Timber window and door frames, for example, are covered for up to 30 years against rot and fungal decay.

All glass-sealed units in windows and doors installed by truhouse. are covered against the failure of the hermetical seals (misting between two panes of glass) under the manufacturer’s warranty for 5 years as standard, but we personally extend this warranty to cover you for 10 years from the date of installation.

All metallic moving parts on your replacement windows and doors (notably the handles, hinges, and locks) come with a 12-month manufacturer’s warranty as standard, but we personally provide an extended warranty and cover you for a 2-year period from the date of installation.

Occasionally there may be instances where our manufacturers offer a longer warranty to on a specific moving part. The Ultion 3-star cylinders used on our composite entrance doors, for example, have a 5-year anti-snap guarantee. Brisant Secure, the manufacturer of Ultion, is so confident their locks won’t fail, that they’ll give you £1,000 should anyone burgle your home (within 5 years from the date of installation) due to snapping or failure of the Ultion 3-star cylinder.

Your truhouse. warranty covers:

There are some standard restrictions on what is covered under your truhouse. warranty and guarantee. For example, you cannot claim for:

We also kindly ask that you do not interfere with or attempt to repair any part of your window or door yourself if you wish to make a claim, as doing so can invalidate your warranty and guarantee.

Put simply, we take quality and workmanship seriously – we’ve spent 38 years testing and installing hundreds of windows and doors, and only ever sell and install products we have or would be happy to have in our own homes.

All truhouse. windows and doors are innovatively designed, expertly crafted, and rigorously tested by our carefully chosen manufacturers and fabricators, to ensure they stand the test of time.

We have every confidence in the quality and longevity of our products, as well as the skill of our expert fitting team, and that is why we personally extend your replacement window and door warranties beyond the usual manufacturer’s warranties – offering tru. peace of mind and enabling you to enjoy your purchase for many years to come.

No, you do not need to do anything extra in order to activate your truhouse. warranty or guarantee.

Once your installation is complete and you’ve signed your customer acceptance form, your warranty will automatically commence from that date.

On receipt of your signed customer acceptance form, our friendly office team registers your installation with our specialist insurance-backed guarantee provider, QANW (Quality Assured National Warranties), at the same time as registering qualifying installations with FENSA (Fenestration Self-Assessment Scheme). QANW’s sophisticated data match facility ensures we never miss registering and insuring an installation.

Within 2 months of installation, our insurance specialists, QANW (Quality Assured National Warranties), will send an insurance policy document directly to you – this is your insurance-backed guarantee. Please ensure you store this document in a safe place – just as you would any other policy document – as it provides all the information you will require in the unlikely event you should ever need to make a claim against the guarantee.

We do not provide any additional warranty documentation post-installation, as it is simply not necessary. Your signed and dated contract is your written agreement with us. This agreement details our legal commitments to each other and outlines exactly what we commit to covering under warranty, and for how long. We each retain a copy of the contract for our records once signed – you, the original, and us, a copy that gets scanned into our secure system and attached to your file. Whilst truhouse. does retain a copy in line with GDPR, please ensure you store the original copy of your contract safely together with your insurance policy document, as you will be asked to provide it to QANW in the unlikely event you should ever need to make a claim against your insurance-backed guarantee.

Yes. We take responsibility for our windows and doors seriously, and tru.ly believe they are best around. Should you decide to move home at any point, the existing warranty and insurance-backed guarantee* for your replacement windows and doors can be transferred to the new homeowner(s), so they too can have peace of mind.

In order to arrange the transfer of your warranty and guarantees, please get in touch and our friendly team will be happy to assist.

* In some cases, QANW (Quality Assured National Warranties) may apply a small administration fee to transfer the benefits of your insurance policy, which can be passed onto the new homeowner. You can refer to the “Transferability” section on the reverse of your policy document for the full conditions applicable to your policy and confirm if a fee is applicable.

With the best will in the world, small issues with replacement windows and doors can arise from time to time, and when they do, we want to hear about it so we can put things right.

Our warranty claims process is as easy as 1, 2, 3:

Step 1 – Take clear photos and video recordings of the fault(s)

Sharing photos and videos of the fault(s) with your windows and doors is vital in helping us to determine what action(s) will need to be taken in order to rectify them.

Step 2 – Complete our quick and easy online claim form

Please click here to go to our online warranty claim form, and complete all of the required details before submitting your claim to us for review.
All of your photos and videos (up to a maximum of 30) can be uploaded and submitted to us securely via this form, bypassing the file size restrictions typically placed on emails.

Step 3 – We’ll be in touch within 3 working days

Once we receive your completed claim form and all supporting information (such as photos and videos), our friendly specialists will review your claim. We will get in touch within 3 working days to discuss our decision on your claim, and if necessary, progress any required works – be it a quick visit from our handy installation team to fix a smaller issue (such as a slight adjustment to a door that has dropped), or a visit from our manufacturer’s service engineer for more complex difficulties or defects.

Should your claim relate to an issue that is posing an immediate safety and security risk, please give us a call on 01453 824032, and our team will advise on the most suitable course of action.

Having traded successfully for 38 years, we have every expectation of being here for years to come, and even growing. But in the unlikely event that we should, for any reason, cease to trade during the lifetime of your warranty, your warranty is guaranteed by an insurance policy, meaning you will remain covered (subject to the terms of the insurance policy).

Your insurance-backed guarantee policy document will contain all the information you need in order to make a claim against the guarantee, but for more information on the guarantee claims process, please refer to QANW’s wesbite.

We’re always happy to help assess and, where possible, repair any problems with our windows and doors when they fall outside of the warranty period, so please don’t hesitate to get in touch and tell us what the problem is.

Our friendly team of experts will be able to advise of any additional charges that may be applicable once we have identified what the issue is and the work or parts required in order to resolve it.