General Home improvements FAQ

  • Is Evander right for me?

With Evander, you get the assurance of a nationwide service that is approved, and used, by many of the major UK’s leading insurance companies. We can quickly reach you anywhere in the UK and will provide the highest quality locksmith, glazing and home improvement solutions through our highly trained engineers. We employ all of our surveyors and engineers instead of using contractors.

  • Are you accredited?

Evander holds many different accreditations, including TrustMark and a number of National Quality Assurance certifications. We are registered with FENSA and also hold three health & safety accreditations with the Institution of Occupational Safety and Health, SAFE Contractor and Contractors Health & Safety Assessment Scheme.

  • Do you cover Scotland and Northern Ireland?

Yes, we do! We have Evander branches in Scotland, Glasgow and Aberdeen. We also have a branch in Lisburn, County Antrim which covers Northern Ireland.

  • Do you own all of your vans and employ all of your engineers?

All Evander staff are employed by us and we own all of our vans so we can deliver the most effective and responsive service to you. We continually train our engineers in the latest products and techniques, keeping ahead of the industry to provide you with the best service possible.

  • Does your work come with a guarantee?

Repairs and workmanship are both guaranteed for a minimum of 12 months, giving you peace of mind that we will deliver quality services every time. If you want to know more about our guarantees, call our 24/7 Service Centre where our staff can help or visit our Aftercare page, which has a list of current guarantee periods for our products.

  • How do I book my free survey?

You can book a free survey by using our free survey form or calling us on 0345 145 0130. Once we have completed a survey of the works to be carried out, we can then offer you a comprehensive quote with no obligation.

  • How do I know you will give me a fair price in an emergency?

We will first give you an estimate over the phone so you have an idea of how much the repair will cost. Our engineers will inspect the damage when they arrive and provide you with an accurate quote. We will only proceed to repair or secure your locks and glazing if you are happy with the price, and we will not charge you for the call out.

  • How do I pay?

Once the surveyor has confirmed the correct measurements and confirmed a final cost with you, we ask for a 50% deposit to be paid over the phone with one of our Evander advisors. The final 50% will be required once the product has been fitted. Please call us on 0345 145 0130 to make a secure payment.

If you are purchasing something from Evander on a supply only basis (e.g. an alarm or lock) then you will be required to pay over the phone at the point of sale.

Please note: You will NOT be charged high fees when calling us. Calling our number will cost the same as a standard landline call.

  • How long does it take for Evander to prepare a quote?

Once we have surveyed your home, we can usually prepare a full and accurate quote within 24-48 hours. However, this may take longer at busy times of the year (over Christmas, for instance) or if you have requested a certain product. We will endeavour to keep you updated throughout.

  • How long does it take to fit my new garage door?

We can normally send our engineers to fit your garage door within 7 days of your order, although certain door types may take a little longer. Simply create an appointment request once you have found the right door for you or give us a call to arrange a date. Please note that any special requirements can increase the time it takes us to deliver your door, for example, if you require a bespoke colour.

Each type of garage door takes a different amount of time to fit. This is because certain opening mechanisms are more complex to install than others. As a general guide, approximate fitting times are as follows:

Canopy Up & Over: 2 hours

Tracked Up & Over: 4 hours

Sectional: 4 to 6 hours

Roller: 4- 8 hours

  • How quickly can you get to my home in an emergency?

We will aim to be at your home wherever you are in the UK within 2 hours from your call, including Northern Ireland. We have a network of 20 depots from which we can reach you, 24/7, 365 days a year.

  • I don’t want to claim through my insurance. Will you still do the work?

Yes. You can pay us directly to avoid increasing your insurance premium. Though we work with many insurance companies, we deal directly with a large number of our customers. We maintain competitive prices so you get the best value every time.

  • My window is smashed and my lock is broken. Can you repair both in the same visit?

Yes. Our engineers are trained locksmiths and glaziers so we can quickly repair your locks and secure your glazing when we arrive. We can then provide a free quote for any further repairs or replacements you may need.

  • What if I change my mind after the survey has been completed?

If you decide you don’t want us to proceed with the installation then please let us know as soon as possible. You will not be charged for the survey which has already taken place. If you have yet to have your survey, this will be cancelled. Please note that if you have already confirmed your order and you’ve paid your deposit, you will not get this back.

  • What if I have a problem?

While problems are rare, we understand that things don’t always go to plan. Please call us straight away on 0345 145 0130 or email wecare@evander.com if you experience any issues. We’ll do everything we can to ensure it gets sorted as soon as possible.

Our dedicated phone number will charge the same as a standard landline, meaning that it is covered under mobile network ‘minutes’. It may also be free to call us from a landline after a certain time, depending on your current home phone package.

  • What is Secured by Design?

Many of our products are approved by the Secured by Design (SBD) initiative. Secured by Design is a scheme backed by UK police which aims to ‘design out’ crime. This means that any product which has achieved SBD status has been designed and manufactured with security in mind from the beginning.

Secured by Design products are rigorously tested to ensure they can withstand high levels of damage should someone try to forcibly enter your property.

  • What should I do to prepare for my installation?

Please ensure that our engineers have space to work. For instance, if you are having a garage door fitted, your garage should be cleared as much as possible. If you have space restrictions then this can be discussed with the surveyor before your fitting. We also request that you ensure we are able to park as close as possible, as some of our products and equipment is very heavy. Please be assured that our engineers will leave your property clean and tidy once they have completed the job.

  • Why do you need to survey before my product is fitted?

All orders are made to specific sizes and measurements. It might be hard to believe, but doors, windows and garage doors are not made to standard sizes. Because of that, we will send one of our experienced surveyors to your home to get exact measurements to enable us to give an exact price and to be able to order with the manufacturer should you decide to go ahead.

The engineer can advise of the best materials to use and whilst they’re there you can discuss other options with you.

  • Will the survey cost me any money?

No. The survey is completely free and will remain so even if you change your mind. We do not charge a call out fee for any of our services and you won’t be pushed into completing your order if you decide you don’t want to go ahead.

  • Will you take old windows/doors/garage doors etc. away after fitting a new one?

Yes – we’ll take old items away with us once we’ve installed your new one. Anything we remove will be disposed of properly and we always recycle where possible.

Have a question we haven’t answered? Get in touch and we’ll be sure to help

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