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Communication is key

Updated: Nov 24, 2020

Firstly, Andy Glass Windows would like to thank our customers for their patience and support during what has been extremely challenging times following lockdown.

It grieves us that the global pandemic interrupted our supply chain, meaning we are not able to operate to our usual high standards concerning timescales and customer service due to the knock on effect within our industries manufacturing companies.

In the interests of being totally open and transparent we want to share the information we are receiving and how this is effecting the way we are currently working.

We continue to quote an expected timescale of 10-12 weeks* to installation from point of full survey on standard uPVC windows in standard colours (white, oak, rosewood, black, anthracite grey etc.) and composite doors. However, indications are that other products or finishes may push out delivery timescales, meaning a longer wait for installation. (Average delays are a further 1-2 weeks)

The entire industry is feeling the strain of the increase in demand following an unexpected and unprecedented upturn after a complete closure. Many of our suppliers are now advising us that they are struggling to keep up and that we should expect further supply disruption going forward. Andy Glass Windows is experiencing a high volume of business as demand has been far stronger than we could have imagined - averaging 35% up on the same period last year.

Following an announcement last week from our main manufacturer, and discussing current lead times with other suppliers, Andy Glass Windows has decided for the short term to take the following steps:

  • To only book installation dates with our clients only once we have received all their products in our storeroom. (instead of pre-empting the delivery dates provided by the manufacturers) This is because we have recently had confirmed delivery dates pushed back at the last-minute leading to us having to disappoint our clients by rescheduling their installations.

  • Suspending the 14 day waiver option, as our full survey appointment diary is currently booked 2-3 weeks ahead.

  • We will continue to work to a strict queuing order with no precedence for one job over another.

Andy Glass Windows are literally doing all that we can, as fast as we can, to minimise installation delays but we are dependent on the deliveries from the manufacturers.

Thank you once again for your patience and understanding and hope that this will be a short term issue with manufacturers working towards normal service levels resuming in October 2020.

*The 10-12 week timescale is not from the date a customer advises us they wish to go ahead with a project, but after contracts and schedules have been approved and signed by both parties, a deposit payment has been received and then the clock starts from the date of full survey.

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