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155 Reviews
4.9
Overall Rating
About Pennine Home Improvements
Pennine works with customers to help them improve their homes and their lives in exactly the way they envisage. Our relationship with you is professional, friendly and completely transparent from the very first phone call. We’re happy to talk to you about any aspect of our business, about the teams of experts we employ and about the products we supply. Buying a single window or an extensive orangery are big decisions in life and we respect that – we also treat your choice to use us with the greatest of respect too.

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    12 May 2022

    Leaking Orangery

    Had an Orangery fitted by Pennine in 2016, all seemed OK. However, 2018/19 we had heavy downpours of rain and that's when the problems began. An 'engineer' was sent to investigate the leaking issue and 6 weeks later workmen arrived to rectify the problem. Roll on to 2021/22, terrible downpours and orangery yet again pouring in and flooding the inside area, due to the water penetration and saturation of the walls and floor the plaster has completely cracked and the floor tiles are lifting (their warranty does not cover internal damage to your fixture and fittings). I have been waiting for over 7 weeks for an appointment to be scheduled for another investigation as to why it is still leaking, it is impossible to have a resolution to the problem without the initial visit and the Afterfcare Team cannot determine when that will be. "Pennine's reputation is built on delivering the best possible products and customer service'. Maybe that statement is questionable for a customer who's installation has been leaking since 2016 and aftercare falls short in communication with customer and timescale in solving the issues. 20 year guarantee - beware - the first 10 years labour and parts are covered - any problems beyond the first 10 years you as the customer will be responsible for the payment of labour, keep this in mind in relation to the time you need to wait to have issues rectified. Disappointing as a customer who buys a product because of the 'aftercare' promise only to feel let down by its implementation, only to be asked by the Company to be patient - 2016 -2022 how patient do they want customers to be?!!
    After having read through the 'good' reviews maybe installation of windows and doors is their forte - not so great when you read the ones about conservatories and orangeries - such a shame that the AFTERCARE is so disappointing. STEVEN at aftercare I notice you get a positive mention for your aftercare service and professionalism - get in touch ASAP!!
    REPLY BY PENNINE:
    Thank you for your feedback.

    It's disappointing to read that you're not happy with the Aftercare service you've received.

    Checking our records we can see that you first notified us of a fault in 2017 and we visited shortly after to repair your conservatory under your guarantee. There was another report in 2020, and again, we attended your property and administered a repair under the guarantee that we offer all customers. We (Stevie) spoke to you on the phone today to book your repair in for the next available date and we're pleased that we booked you in for the first week in April.

    We're pleased that the vast majority of our customers are patient and understanding with us and we do also appreciate your feedback as it helps improve the service we offer to our customers.

    Thanks again for your feedback.

    Pennine Home Improvements
    My reply and may I add still waiting for an appointment:
    Thank you so much for your reply it is much appreciated. Yes indeed you did visit on 2017 to 'fix' the leak, and again in 2020 and now yet again (I hope)in 2022 addressing the same issue, so obviously the problem still exists, therefore you must appreciate how frustrating it is for me, the customer, to have to keep 'trying' to contact the AFTERCARE Team to have this problem resolved once and for all - then we will all be satisfied. Reading past reviews and the complaints therewith - it is the Aftercare procedure that is frustrating and disappointing. Of course people appreciate that installations can go wrong, and in reading previous reviews I can only determine from these reviews that, as customers they have been very understanding and patient, however there comes a point i.e. after re-scheduled dates, no shows, long waiting times and the problem still existing after attemps of rectification that frustrations can become strained (on both sides). Yes you have re-scheduled a date for April, however, my first scheduled date was 1st March 2022, which was abruptly cancelled 2 days later, I was informed (by text) that Pennine would be in touch and that I would be given an investigative visit in March to ascertain (again) why the organgery is still leaking. I have sent numerous emails which have not been acknowledged, therefore I telephoned the AFTERCARE number and was gleeful that someone actually answered, however Stevie you were at that present time unable to give me a visit date as you did not have a 'schedule' for bookable visits?! I received a text message an hour later informing me that a visit had been booked), I look forward to my forthcoming visit on 7th April (fingers crossed). Customers do not want to complain they would much rather not have cause to, it really should not be necessary to chase and plead for an AFTERCARE appointment to have their faults rectified - a good AFTERCARE service is essential Pennine for a successful company to keep thriving - the company has been in existence for over 40 years and you have many happy customers, the bug-bear is the vote of no confidence/satisfaction in accessing the services of the aftercare team!!!
    HOW PATIENT ARE CUSTOMERS EXPECTED TO BE OVER A PERIOD OF 6 YEARS AND STILL THE PROBLEM EXISTS.
    Alan Coulthard
    Orangery
    10 May 2022

    Completed Perfectly

    From beginning with the salesperson, Andrew, through the survey phase with Keith to the installation by Chris and Andy everything has gone smoothly. Extremely polite and considerate of my home throughout fitting. Everything cleaned up on completion. Windows are excellent quality. Customer service were also extremely helpful and my installation date was brought forward to accommodate my holiday dates. Would definitely recommend. Thanks to Chris and Andy for all your hard work and for keeping me updated on progress throughout. I had been worried about bathroom tiling and granite window cill in kitchen, but everything was perfect.
    Gwen N
    ExtensionWindows
    03 May 2022

    Great Service

    Got a new custom door and everything has been super smooth. Everyone I've dealt with has been great, and Dan and John did a wonderful job with fitting-super quick and lovely people!
    Doors
    14 Apr 2022

    5 Star Experience

    Very professional, very quick installation, very clean when working, very friendly and the installation was even better than I could have imagined! Highly recommend, will look to use Pennine again in the future!
    Mark
    Windows
    11 Apr 2022

    We made the right choice in choosing Pennine!

    Needed to have a door replaced with some urgency for my mother who is almost 90. Everyone we have dealt with has been extremely helpful and those who have visited her home at all stages in the process have, without exception, been patient, helpful, courteous and cheerful. The door was fitted today by Andy and Paul - they were very friendly and each took time to explain what they were doing and to make sure my mother who has very poor eyesight, was able to manage the lock etc. They made a great job of cleaning up afterwards too. We made the right choice in choosing Pennine!
    Adele M
    Doors
    05 Apr 2022

    New front door fitted today

    Old front door taken out and new front door fitted, all within a couple of hours by fitters John and Dan. Excellent service provided by both fitters who showed how experienced they were in the way they carried out the installation. Very tidy after they finished the job and there was no mess left whatsoever. We had windows replaced by Pennine some 20 plus years ago and it is good to see that skilled workmanship has been maintained.
    David O
    Doors
    19 Mar 2022

    We went with Pennine and we knew we'd done the right thing

    We went with Pennin eand we knew we'd done the right thing. Was informed of progress all of the way and nothing was too much trouble. Our project manager introduced himself and explained what would happen and true to his word it went like clockwork. The builders were here early every day and just cracked on and we were even comfortable enough to leave them for a couple of days while we visited family in Scotland. Returned to a very tidy back garden and then the roof went on then the doors and windows.
    WM Moore
    ConservatoryExtensionOrangery
    16 Mar 2022

    Very Happy

    Pennine were great. From the initial sale in the showroom to the conservatory being built it was great. Now it's finished we couldn't be happier and we are looking forward to having the family over to show them. There was an issue with the doors but they fixed them the next week and now everything is perfect. 5 stars from us
    P Fallon
    Doors
    16 Mar 2022

    Replacement Front Windows by Pennine

    Our Front windows were replaced by Pennine Fitters John and Dan. They explained everything, did an excellent job with minimum disruption, and totally cleaned up when finished, putting everything back. This was customer service at is very best, and very friendly. We are delighted with the new windows. Thank you Pennine
    John D
    Windows
    04 Mar 2022

    Gorgeous Orangery

    I've just had my orangery built by Pennine Home Improvements and although it took a little longer than we hoped, it is absolutely stunning. We got regular updates from our Contracts Manager who was really good.
    Mrs Frater
    Orangery
    11 Feb 2022

    Absolutely Amazing Customer Service

    Absolutely amazing customer service from start to finish. We needed a new front door thanks to delightful youths kicking ours in on mischief night (30th October) and so began the battle with insurance and sorting out a new door.
    Ryan came to our home and went through lots of options and gave us quotes for insurance purposes (UPVC like for like) and also for what we wanted (Solid core), he spent time with us while we were still pretty anxious over what happened and didn't push us for a decision. Ryan was super patient when the insurance made it near impossible to claim, he encouraged us to check out the showroom to help us check out the quality of the products and help us pick an option we both liked and which made us feel more secure.
    When we popped into the showroom the lady there was really friendly and bubbly, we explained we were just taking a look and that we had seen Ryan recently, she didn't push us with sales talk or anything and was extremely empathic about what happened which was appreciated.
    When we were ready to proceed, Ryan popped back round to check what we wanted. Bby this visit he almost felt like family (sounds cheesy but it's true!). We understood right from the original visit that we might have a long lead time to get the door so we anticipated it would be the end of Feb/early March and we were fine with this as we knew exactly what we wanted and what we were getting.
    After a final measure visit, a note was popped on the order form explaining our home security was compromised to see if this might bump us up the list a bit. We were contacted a few weeks ago (end of Jan) to confirm our fit date of today (11th Feb).
    Paul did the fitting and was extremely professional, friendly, approachable and experienced, he did a great job and the new door looks fantastic. We finally feel safe in our home again and we cannot recommend Pennine highly enough.
    Laura H
    08 Feb 2022

    The New Door is Excellent

    The new door is excellent and we are planning on a second door from Pennine.
    R Cooper
    Doors