Insurance & Home Emergency FAQs

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 21 distribution centres from which we can reach you, 24/7 365 days a year.

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

Yes. Our service 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.

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. We will send one of our experienced surveyors to your home to get exact measurements to enable us to give an exact price and then order with the manufacturer should you decide to go ahead.

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

How long does it take 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.

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.

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 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 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.

What should I do to prepare for my installation?

Please ensure that our service 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 are very heavy. Please be assured that our service engineers will leave your property clean and tidy once they have completed the job.

What if there is a problem with my installation?

While problems are rare, we understand that things don’t always go to plan. Please call us straight away on 0345 145 7777 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.

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, 96% of our waste is recycled.

If you have a question that we haven't answered, please get in touch and we’ll be sure to help.