Yorkshire window firm ‘deeply sorry’ over issues with £7,000 installation at customer’s house

Mrs Williams said: "It has been absolutely awful. It's ruined the whole year for us.”

The company has now issued a lengthy apology to Mrs Williams after being contacted about the matter by The Yorkshire Post. It said the work was not to its normal standard and steps have been taken to prevent it happening again.

Amongst the initial issues noted by Mrs Williams were cracks to the interior of the house where the extension had been fitted. After Mrs Williams paid almost £600 for an independent survey, it found that bay pole jacks, required to take the increased load from bay windows, had not been installed, and that the extension was sloping towards the outside of the bay. The survey also identified a number of other issues including loose mortar which could be “dislodged with a finger”.

In a statement issued to The Yorkshire Post, WYW said: “We are deeply sorry for the inconvenience Mrs Williams has experienced. The initial installation is not to our normal standard and we have taken steps to ensure this doesn’t happen again. Throughout the project, we have been committed to rectifying the work and have never tried to walk away or cut corners. We made a mistake during installation and have subsequently rectified the issues.

“Regarding the bay window, we do not dispute that the bay window was initially installed without the correct bay poles. This is unacceptable and not to the standard we would expect.

"Once we understood the issue, we removed the windows, inserted the appropriate bay poles and rectified the issues. It was never in question that we would undertake the rectification work. If there are any issues outstanding at the customer’s property, we have no hesitation in undertaking any further remedial activity.”

Mrs Williams was also unhappy that pictures of the installation were promoted on the company’s Facebook page, despite there being an ongoing complaint. WYW said today it removed the post immediately once Mrs Williams had requested it and that its social media team were “unaware” of the issues there had been with the job.

WYW said it has offered to pay for further surveying works, as well as offering to reimburse Mrs Williams for the initial survey.

Mrs Williams had sought advice from FENSA, a government-authorised scheme which monitors building regulation compliance. But she found that although WYW was registered with FENSA at the time of the installation, it did not register the installation of her windows, so the work was not certified.

WYW said it has now offered to arrange an inspection for building control certification to be issued.

The firm also said its FENSA registration was unexpectedly revoked in June due to the company being under 12 months old. It said it was “working hard to rectify the issue”, and would offer alternitive certification in the meantime.