General FAQ

  • Are 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 247 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 146 7001 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, 247, 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 an 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