SECURED HOMES LTD

Fast, efficient, clean and tidy.

I am happy with the quality of the doors, and the way they were fitted, but I have never dealt with such rude, disrespectful customer service staff (the various male members, not Hannah who was the exact opposite) The way I've been spoken to by the men in the office has been dreadful and for that reason I definitely would not recommend this company.

Windows not fitted to appropriate standard. Door also hung wrong. Different contractor returned to fix issues. Noticed door themselves. Repaired/refit windows.

Major issue with back spare bedroom with cold and wet, damp and mould. Was told "I had damp in my walls" and nothing to do with the window fit. There were no problems with older windows. Customer Service rep said was "baffled" why I took so long to report it despite 10 uear guarantee and below par workmanship. Further investigation saw that the back bedroom window had not been fitted correctly at all and there was a gap where I could see right through to the street letting in all the elements. Apparently repairs done under "good will" despite major problem and fitting error.

Repairs not done to my satisfaction on this either.

Great communication, completed all the work to a high standard. Workmen were respectable and carried out work well, very tidy and polite. Good service all round.

Took me over 1 year of nagging to get this certificate

Provide prompt service and no delays. The installers were very friendly and helpful and minimised the impact of the very cold weather when the old windows were removed, the temperature on the day did not get above freezing.

All the work and communication has been to my satisfactory, they have been very helpful with my
enquiries.

Some initial issues with the windows but all have been sorted out with minimal fuss.

N/a

Arrived on time and tidied up on completion.
Good customer service and quick resolution of any queries that arose.

Very professional company, that went the extra mile to ensure the job was carried out to a very high standard.
Would not hesitate in recommending them to anyone looking for new windows.

Cleaned up the mess after installation.
The front door arrived 1 week later the installation should have been 2 windows and a door on the same day.
This certification has arrived after constant phone calls and email requests.

We noticed that the fitters forgot to install a sill edge/cover. We told Secured Homes straight away, they said someone would come & fit it at some point when they're next in the area. A few days later we noticed that the fitters left all the sticky residue from the labels was left on the glass, giving us more to clean up, which we are not happy about. On the day of installation my husband had spoken to the fitters and they had told him the surveyor from Secured Homes hadn't measured the windows correctly, he hadn't taken the lintels into account. The fitters had to alter every window. This meant the silicone around the edges of the window externally are messier than they should be. The fitters did they best they could, but I definitely wouldn't recommend Secured Homes to anyone.

I reported an issue with my front door as it was not locking. This was reported at 9am on a Friday. I was told there was no one available to fix it that day as it was the weekend and it would be Monday when it could be fixed. This meant I was left vulnerable and my house insecure for 3.5 days. I had to sleep on the sofa for 4 nights (the door wouldn’t lock on Thursday evening) and block the door with a table to reduce the risk of anyone entering the house. I am vulnerable, live on my own and had recently come out of hospital after having surgery; sleeping on the sofa and moving furniture was not conducive to my recovery. When the contractor came out to fix the door on Monday, he advised that he was available on Friday and could’ve been to fix it if he had been called.

It has taken over 1 year to get all the issues and problems I have had sorted. Too much of my time back and forth and being told it will be sorted. For example 1 window room from Oct untill June to get sorted. It's been one problem after another. The customer service I received prior to Adam starting is unacceptable and something I've never experienced. Not having the windows I paid for installed to told I the customer was incorrect. When in fact on inspection they were incorrect. So therefore later replaced. I all honesty I wish I'd never bothered.

The installation of windows and door was easy and smooth from sale to completion. The lads were friendly and the work was completed to a high standard. Price was very competitive so overall a good experience.

Thank you

Recommended, however, it required 3 separate calls to the company over and 2 months to receive the certass certificate following installation.

I CAN SAY THEY DID THE WORK IN ONE DAY , WHICH WAS A BONUS , THEY DID WHAT THEY SUPPOSE TO DO , COULD HAVE BEEN A BIT TIDIER BUT SUPPOSE IN THE END THEY DID THE JOB AND ALSO VERY FRIENDLY GUYS .

Overall the product is satisfactory, the follow up was slow but we eventually got a conclusion.

Tidiness - front and rear gardens were left with window debris, including broken glass for days (including over a weekend). Workmanship - some excellent, some truly atrocious and had to be completely re-done (turning a 3 day job into a 7 day job). Final outcome with the remedial work (during and after the installation) is good but rating impacted by the poor workmanship. Multiple post installation visits to sort out issues took 4 months. Payments requested during installation, prior to completion (which was not in accordance with contract terms and conditions) felt rather pressurised. Timekeeping - one team was excellent, others were not.

Worst company I have ever dealt with in my life. Nothing but issues and took 10 months to resolve. Only had two new doors fitted. Absolutely appalling quality and service could never recommend them.

Constantly had to chase for updates. Took ages for them to reply to emails. They had to come back three times to rectify mistakes. Not good.

An indescribable amount of aggravation when I requested the warranties and a full VAT invoice. Whilst I was awaiting responses to queries on administration before making payment a Secure Homes representative arrived at my home address and refused to leave the property until he received full payment. HIs intransigency was impressive, despite the fact I had made an official request as per the company policy. Even the local police had a tough time getting him to leave. DO not use this company if you are of a nervous disposition.

Due to the incorrect doors delivered there was no letter box and incorrect door handles. Due to The time scale to replace the doors, we had to buy letter box for the wall. No reimbursement was given yet. It took 8 weeks to replace the correct door. No letter box.

The after care service is diabolical. I paid my outstanding balance 20 Jul 2021. As of today, 22.10.21, I am still waiting for the remedial team to finish their work. I have no warranty paperwork, no Building Regs Compliance certificate and not the company is simply not replying to any communications I send. If you like banging your head against a wall and being ignored then this is the firm you want. I wouldn't recommend them to anyone,

These people have left the wall above my front door with broken plaster, which they tried to hide with a plastic fascia. Repeated attempts to get any kind of engineer out or a planned fix date have been unsuccessful. They have provided no warranty paperwork or Building Regs Compliance Certificate. If you like banging your head against a wall and being ignored when asking for resolution, then this is the firm for you.

I struggled to get a formal invoice for the work. The one I then received had clearly been cobbled up quickly. I was surprised a formal invoice wasn't issued as soon as I'd paid. I've received the HomePro insurance but have still not received the warranty from Secure Homes which it backs up.

After waiting several weeks from placing my order I contacted the company only to be told they had lost my paper work in addition they were having supply issues. I therefore cancelled .A few days later they phoned to say they had found my door in store and I agreed to go ahead with the once cancelled contract.
Fitting day was rearranged on more than one occasion .The fitters then didn't know how to fit the side panels so they were left boarded up .
When they were done the door wasn't aligned correctly .I thought the frame was at fault but I was assured the hinges only needed adjusting .Several weeks later the job has been completed but the whole thing had to be re fitted as the frame wasn't correctly fitted from the onset