FAQ
Q1. I have recently moved and had a problem with the lock on a door that had been replaced by the previous owners. The Company that fitted it say that it is still under guarantee, but that I must pay £50.00 to have the Guarantee transferred into my name, before they will come and repair it. Can they really do this?
A. Yes, they can. Legally, guarantees are part of the contract between the Company providing the service and the householder at the time. New owners of the property can take over the guarantee, but only within the original Contracts' Terms & Conditions. Often, these will say that the guarantee is transferable, '… upon payment of an administration fee' The fee can be whatever the Company decides, and in this case it seems that they are taking advantage!
Q2. We recently had new windows and doors fitted by XXX Home Improvements. Generally they did a very good job but on one window a lot of the surrounding plaster and wallpaper seems to have come loose and is now very loose and lumpy. They are saying that repairing this does not form part of the work, how do I stand?
A. Check your Contract to be sure, but they are probably correct. Most companies will 'Make Good' to the immediate surround of the replacement window. This means that they will take care to minimise any damage to surrounding plaster and wallpaper and will fill small gaps where plaster comes away, usually fixing an architrave or beading to make a neat finish.
But larger areas of damage such as you have described are usually caused by inherent dampness causing the plaster to separate from the wall and 'float,' or become 'live.' When the area is disturbed by removing the old window, the detached plaster, which may cover a considerable area, starts to break up. It is then only held in place by the covering wallpaper.
This is not uncommon around windows and doors and, if you 'tap' on the surrounding wall, a 'solid' sound indicates that the plaster is in good condition whilst a 'hollow' sound would indicate that the plaster is detached from the wall, or 'live.'
Usually, this sort of major repair work is excluded by the Company in its' Contract Terms & Conditions. This should have been spotted by the Window Surveyor and brought to your attention. Your best way forward now is to get the wall re-plastered by a professional, as it will only get worse and this is not a job to be attempted on a DIY basis.
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Eastern Windows Manufacturing Co. LTD. |