Network VEKA

YOUR QUESTIONS ANSWERED

If you are still unsure about any of the details of what Network VEKA can do for you, here are a few of the questions we are most frequently asked along with the answers:

Q: How safe is my guarantee?
A: Every Network VEKA member will give every customer, free of charge, our unique, insurance-backed ten-year guarantee. This ensures that your guarantee lives on even if the Network VEKA member company should cease to trade.

Q: Are all insurance-backed guarantees this safe?
A: Not necessarily. The Network VEKA guarantee uses only insurers that are recognised by the Department of Trade and Industry and are based on the mainlands of Britain or Ireland. The Network VEKA guarantee also covers you if the member company ceases to trade for any reason, not just insolvency.

Q: Does the guarantee cover my deposit?
A: Where a member asks for a deposit, you will be given a separate guarantee to cover this, with all the security of the main guarantee (above). This covers a deposit up to £5,000 or 25% of the total installation cost, whichever is the lesser.

Q: What happens to the guarantee if we move house?
A: Your Network VEKA guarantee can be transferred to the new owners of your home. So not only are they fully covered but also you have an added benefit you can sell with your house.

Q: How do I know I can trust the company I am dealing with?
A: Network VEKA not only sets strict standards for every member, it even vets every candidate to assess financial stability before allowing it to join. Only those companies that uphold the standards are allowed to continue as members. Also every member's employee who visits your home carries an identity card as your assurance that the company really is a member.

Q: How can I trust the quality of the materials used?
A: The structure and rules of Network VEKA mean that all the frames used by an installer member must not only be made of extrusion products from VEKA plc, one of the world's most technically advanced PVC-U systems but also manufactured by a Network VEKA fabricator member. That way, you can depend on our promise of quality at every stage.

Q: What if I am not happy with anything about the installation?
A: Every customer is invited to complete our Customer Satisfaction Questionnaire and every one of these from every single installation (around 16,000 every year) is collated to give a constant on every member. To give you some idea of the standards we set, Network VEKA members collectively score 97-98% as against ain industry standard for all home improvements which is rather less than 90%! Of course, any problem with the product itself is covered by our guarantees as well as your statutory rights.

Q: How long will my installation last?
A: We always speak of PVC-U products such as windows, doors and conservatories lasting a lifetime because, unlike wood, there are no natural factors such as rotting or warping to limit its life. In practical terms, the industry standard is that a lifetime in this context is more than 25 years. PVC-U has only been used as a window frame material since the 1960s but many of the very earliest frames are still going strong.

Q: Will my installation need any maintenance?
A: PVC-U will never need painting and will give many years of service with only the minimum of maintenance. You can keep everything looking as good as new with just an occasional wipe with slightly soapy water followed by a rinse and the occasional spot of oil on the hinges and joints of the mechanism will keeping everything running smoothly (we recommend liquid oil rather than the spray variety).

Q: What should I do if I am pleased with everything you have done?
A: Tell your friends! When an organisation like ours is based so strongly on the principle of keeping the customers satisfied, then your recommendations are extremely important to us.
In fact, we are very proud that a high proportion of our work comes from such recommendations. It's just one more reason why all of our members are committed to doing their very best – every time.

A message from the founder members of Network VEKA:
When we first launched this unique organisation back in 1996 we all faced the challenge: how can honest traders get their message across to the public in an industry where honesty and integrity are seen very much as the exception.

Once we had drafted the founding principles – the same that we still work on today – we looked at the document and all thought: “One day, all windows and conservatories will be bought this way.”

In the first eight years, nearly 85,000 happy customers proved they agreed with us and so far we are proud to say that more and more agree as every year goes by.