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FAQ
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1. About First Home Improvements
Who are First Home Improvements?
First Home Improvements (England) Ltd is a long-established supplier and installer of uPVC windows, doors, conservatories and roofline products. We operate across England through 20 showrooms and 10 installation depots, supported by around 900 staff.
How long has the company been operating?
Our heritage spans more than 50 years, originating from the Debbage & Tubby home improvement brands of the early 1970s.
Where is your head office?
Station Road Industrial Estate, Lenwade, Norwich, Norfolk, NR9 5LY.
2. Products
What products do you install?
We install:
- uPVC windows
- uPVC doors
- Composite doors
- Conservatories
- Orangeries
- Roofline products
- Porches
- Garage doors
- Warm roof / solid roof systems
Do you offer bespoke, made-to-measure products?
Yes. All products are manufactured to the specific measurements of your home.
Are your products energy efficient?
Yes. Our windows and doors are designed to meet modern energy performance standards and help reduce heat loss.
3. Installation & Survey
How does the installation process work?
Our process includes:
- Initial design & quotation
- Pre-installation technical survey
- Installation by employed and authorised installers
- Aftercare and warranty support
Why do you carry out a technical survey?
The technical survey ensures all measurements, specifications and installation requirements are checked before manufacture begins.
How long does installation usually take?
Installation times vary depending on the size and complexity of the project. Your installation team will advise expected timescales before work begins.
Will there be disruption during installation?
Some disruption is unavoidable during home improvement works, however our teams aim to keep disruption to a minimum and leave the work area as clean and tidy as possible.
4. Compliance & Certification
Are you CERTASS registered?
Yes. We are CERTASS registered under number 24-1301.
Do you provide insurance-backed guarantees?
Yes. All qualifying installations include a 10-year Insurance Backed Guarantee (IBG) provided through HomePro.
Are you FCA authorised?
Yes. We are authorised and regulated by the FCA to offer consumer finance.
Do you self-certify Building Regulations?
Yes. As a CERTASS member, we self-certify installations to meet building regulation requirements.
Will I receive a Building Regulations certificate?
Yes. Where applicable, a certificate confirming compliance with Building Regulations will be issued following registration completion.
How long does Building Regulations registration take?
Registration times can vary depending on installation dates and processing times, however customers are updated once registration has been completed.
5. Finance & Payments
Do you offer finance options?
Yes. Finance is available through our FCA-regulated partners: Omni, Tandem and Propensio.
Do I need to pay a deposit?
In most cases, yes — your consultant will confirm deposit requirements during your quotation
Is finance subject to status?
Yes. All finance applications are subject to status and lender approval.
6. Customer Service & Aftercare
What aftercare support do you provide?
We offer:
- Warranty support
- Service calls
- Installation-related issue resolution
- Customer care assistance
How do I book a service visit?
Contact our Customer Care team with your contract number and details of the issue. We will arrange the appropriate visit.
Do you have customer reviews?
Yes. We are proud of our independently verified customer feedback across recognised review platforms.
What happens if I experience an issue after installation?
Our Customer Care team will review the issue and arrange the appropriate support or inspection where required.
How do I contact Customer Care?
Customers can contact our Customer Care team by telephone, email or through our website contact forms.
7. Locations & Coverage
Where are your showrooms located?
We operate 22 showrooms including Norwich, Diss, Bury St Edmunds, King’s Lynn, Bristol, Taunton, Braintree, Rayleigh, Milton Keynes, Watford, Huntingdon, Leicester, Coventry, Brighton, Portsmouth, Southampton, Bournemouth, Newbury, Manchester, Blackburn, Huddersfield & Gloucester.
Do you cover my area if I’m not near a showroom?
Most likely — our 10 depots provide broad coverage across England.
8. Quotation Appointments
How long does a quotation visit take?
Typically, between 45 minutes and 2 hours depending on the products and design requirements.
Can you give a quote without visiting my home?
We usually require a home visit for accuracy and compliance reasons.
Why do you ask for all homeowners to be present during the appointment?
Where possible, we ask that all homeowners involved in the decision-making process are present during the quotation appointment. This helps ensure that everyone receives the same product, design, pricing and finance information at the same time, allowing any questions to be answered clearly and accurately during the visit.
9. Technical Questions
What is the difference between double and triple glazing?
Triple glazing uses three panes of glass instead of two, which can provide improved thermal insulation and noise reduction depending on the product specification.
What type of glass do you use?
We use high-performance glazing systems designed to support thermal efficiency, security and overall product performance.
Do your windows include safety glass where required?
Yes. Toughened or safety glass is used where required in accordance with current Building Regulations and safety standards.
Can new windows help reduce condensation?
Modern energy-efficient windows can help improve thermal performance within the home. However, condensation can also be influenced by ventilation, humidity and airflow within the property.
Do you install lintels or structural supports if needed?
Yes. If required, this will be discussed and quoted clearly as part of your installation.
Are your windows internally glazed?
Many modern window systems are internally glazed, which can provide additional security benefits. Product specifications may vary depending on the chosen system.
Will replacing my windows improve noise reduction?
Modern double and triple glazing systems can help reduce external noise levels compared with older glazing systems, depending on the specification selected.
Do trickle vents have to be fitted to replacement windows? (Background ventilation)
Yes. Current Building Regulations require replacement windows to include adequate background ventilation, which is commonly achieved through trickle vents.
10. Energy Efficiency & Ratings
What is a Window Energy Rating?
A Window Energy Rating measures the overall thermal efficiency of a window, including heat loss, solar gain and air leakage performance.
Are your window energy ratings independently certified?
Yes. Our products are independently assessed using recognised UK certification methodologies.
Is the Thermal Rating Register recognised?
Yes. The Thermal Rating Register (TRR) is a recognised UK certification scheme used to independently assess window energy performance.
Is TRR equivalent to BFRC?
Yes. Both TRR and BFRC use recognised methodologies to calculate Window Energy Ratings.
Will new windows help reduce heat loss?
Energy-efficient windows can help reduce heat loss and improve thermal performance within the home when compared with older or less efficient glazing systems.
11. Warranty
What does the Warranty cover?
Windows & Doors – 12 years
It covers installation and product defects in line with the terms and conditions provided in your warranty documentation.
Conservatories – 10 Years
It covers installation and product defects in line with the terms and conditions provided in your warranty documentation.
Roofline – 10 Years
It covers installation and product defects in line with the terms and conditions provided in your warranty documentation.
Garage Doors
It covers installation and product defects in line with the terms and conditions provided in your warranty documentation.
Steel Doors – 10 years
Sectional Doors – 10 years
Roller Doors – 5 Years (10 year Anti Corrosion Guarantee on Woodgrain Finish)
GRP Doors – 2 Years (10 Year on the Gear)
Electrical Work – 5 Years
Remote Controls – 2 years (Excludes batteries)
How do I make a Warranty claim?
Contact our Customer Care team with your contract number and details of the issue.
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