What you need to do before our visit

Before Our Visit 

Payments:

• Where we are completing work as part of an insurance claim, we will collect payment of any outstanding excess before we order your goods. We collect all payments securely by credit or debit card by telephone or by BACS.
• If any other payments are due, for additional products or product upgrades, we will discuss payment of these with you at point of agreeing to proceed.

• All telephone payments are processed in full compliance with the Payment Card Industry Data Security Standard (PCI DSS), which sets strict controls for the secure handling of cardholder data.

Your appointment: 

• Once we have your agreement to proceed and we are ready to order goods, we will ask you for any installation dates to avoid.

• Our Planning Team will then contact you to confirm a convenient date for installation.

• If you need to rearrange an appointment, please let us know as soon as possible.  You can contact us by replying to our SMS message or email, or use our webchat via www.evander.com

• If you are rearranging an appointment within 24 hours of your appointment date, please contact us by telephone on 0345 145 0130.

• We will send you an SMS or email the working day before the planned installation date to confirm if the Engineer will arrive between 8am and 1pm, or 12pm and 5pm, or for an all day appointment

• The Engineer will contact you by telephone on the day of installation to let you know that they are on their way.

• We do ask that someone aged 18 or over is present to provide access to your home and to confirm completion of the works.

• All of our directly employed Engineers are fully trained, experienced and committed to working safely and respectfully in occupied homes. Each Engineer is DBS checked, wears a full Evander uniform and carries official identification at all times, so you can feel confident knowing exactly who is attending your property.

Planning for our visit: 

• We’ll always use dust sheets and protective coverings to keep your home and flooring clean and safe. To help us work efficiently and avoid any accidental damage, we kindly ask that you move any personal items or furniture away from the installation area before we arrive.

• Please arrange for any curtains or blinds to be removed from the doors and windows where we’ll be working. We’re unable to take responsibility for any damage if these items are left in place.

• If an alarm is connected to the window, door, or garage door we’re working on, please make sure it’s disconnected before we arrive so we can work safely and without triggering it.

• If we’re replacing your garage door, please make sure the area around it both inside and outside is clear before we arrive. This helps us work safely and gives our Engineers enough space to carry out the installation smoothly

• If we’re carrying out conservatory roof repairs or replacements, please ensure any lighting, fans, or other electrical fittings are disconnected and removed beforehand. We also ask that the conservatory is cleared enough to allow our Engineers safe and easy access to the work area.

We want your installation to go as smoothly as possible, so if you have any questions regarding the above, or you’d like to discuss the details, please just give us a call on 0345 145 0130 or use our webchat facility, or our online customer portal.

On the day of our Installation: 

• The Engineer will contact you on the day of installation to let you know that they are on their way.

• When our Engineer arrives, they’ll introduce themselves, show you their Identification and explain what will happen during the visit, and confirm the work to be completed before getting started.

• To help us work safely, we kindly ask that children and pets are kept away from the installation area during our visit. We’ll always do our best to minimise disruption.

After Installation:

• Our Engineer will ensure the area is left clean and tidy, with all waste removed from site. We recycle 98% of our waste including all glass, PVC, aluminium and timber

• After the installation, our Engineer will make sure you’re completely satisfied with the work and demonstrate how to use your new product.

Product Warranties: 

• All installations are covered by workmanship and product warranties, details are available here, along with care and maintenance advice.  If you have any questions or need to report an issue, call our friendly team on 0345 145 0130.

• As a FENSA registered business, certain installations that we complete are required to be registered with FENSA. Where this is required, we will complete this on your behalf.  You will receive your certificate by post from FENSA directly, typically within 7-10 working days following installation. You will also receive your Insurance Backed Guarantee by post, which provides you with assurance in the unlikely event of Evander no longer trading during the term of your warranty.

And Finally…..

We’re hope you are delighted with your new products. If you have any questions after your installation or notice anything you’re unsure about, please give us a call on 0345 145 0130 — we’ll be happy to help.

We are committed to providing the highest level of service. We’d really appreciate it if you could share your experience with us on Trustpilot  — your feedback helps us maintain the high standards we’re known for.

How to contact us:  

Track your job via our Customer Portal
Webchat: Contact Evander
Email: enquiries@evander.com
Telephone: 0345 145 0130