Countythehomeimprovers Avis 

If the process had been better managed then we would have given 5 stars. Toexplain , we had entered into the purchase contract we on 31 January 2026 expecting a fitting date in April/June. We had not heard from them by June and had difficulty in contacting them by phone or email.They said they were having problems with their new telephone system and we also had difficulty in speaking to the relevant staff members.We were keen to have the windows fitted by the the end of the summer . This entailed 8 new windows at the front of our house. They were finally fitted on 28 September. We feel there should have been better communication with the customer particularly progress on manufacturing.
HOWEVER we are very pleased with the windows and their quality. The fitting team of Simon, Dan and Harri were excellent. The were polite , punctual kept us informed of progress on the fitting and the quality of their workmanship was first class.

We had 90% of the windows in our 3 bedroom house changed to Evolution Flush 82 uPVC windows through County Home Improvers, Heathfield. We couldn't be happier with the finished result. The windows have completely transformed our house and the quality of product and workmanship is plain to see. The fitters, James and Luca did an outstanding job with nothing being too much trouble. It took a while to get from the sales stage to ordering, but the wait was well worth it. Such a vast improvement to our home.

Choosing the right windows for our house was a huge decision. The team at County made very effort to help us out (even opening the showroom on a Bank Holiday!!)
When it came to fitting we couldn't have been happier. Phil, Wayne, Jim and Codey did an exceptional job from start to finish. Polite and courteous, they left everything clean and tidy. We had a minor issue with fitting one big window, which they resolved without any issues at all. Great service, would thoroughly recommend - and nice to support a local company.

This company failed to contact me to arrange a survey, despite confirming verbally at the sales stage that they would do that once the deposit was paid.
After the deposit of nearly £2k had been paid, paperwork received detailed a lead time of '8 – 10 or 12 – 14 weeks' (whatever that means, since there was no explanation re why 2 scenarios were given) when 4-6 weeks had been given at the quotation stage - I had also asked prior to that if 4-6 weeks still applied but received no response to that query, the assumption being, therefore, there was no change.
After being told that we had been 'misinformed' re lead times and that the paperwork was, therefore, incorrect, the company still failed to arrange a survey and have since refused to pay my deposit back as my wish to cancel the order 'fell outside the 14-day cooling off period'. I have subsequently been told by Mark Faulkner that if they did refund me, I would incur a nearly £1k penalty! However, since then,despite being told that my complaint had been escalated to the highest level (apparently Jon Phelps in case anyone else wishes to complain) and a decision would be made on his return from holiday on 7th September, County have not come back to me or my architect, are ignoring all attempts to contact them, have not refunded any money and so are currently delaying my build project due to witholding funds I need to complete it.
I have found them to be entirely incompetent, disrespectful, ill-informed and ignorant and would advise anyone considering using this company for windows and doors to avoid entirely.

Cody and Liam did a great job with our windows which were not easy ! They made good where needed and were very efficient

Jane is extremely professional, knows exactly what she is doing, and provides the right guidance for home improvement. She is helpful, knowledgeable, and remains friendly throughout the entire process.

Great service from start to finish .
Nick was the salesperson who came out and listened to what we wanted ,with great knowledge, patience and easy to talk to we decided on having timber doors and evolution windows which we are very happy with .
The people who installed the windows & doors , were excellent ,just getting on with the job and cleaning up after their selves . Great company and would definitely use again .

A truly excellent company that I would highly recommend. They have been a pleasure to deal with from day one, demonstrating professionalism and great customer service throughout.
Special thanks to Jane for her outstanding support.
Many thanks again

I contacted Country to get some guidance on windows and doors, specifications and dimensions etc and was advised a salesperson would contact me. They did, and he was incredibly rude, said that I should know what I wanted and refused to help me and then hung up on me! I then contacted head office to let them know what had happened as was told someone else would follow up with me and no one has.
Terrible customer service would definitely not recommend!

Cody and Carlo were very efficient and quick to problem solve, asking for our help in pointing out any problems. They even gave me a quiet space to do my Zoom class. Thanks guys.

We have just had our window fitted by Simon and we couldn’t be happier. It was a very smooth process from start to finish. I dealt with Mark, Jane, Molly and Steve, they were all great. I couldn’t recommend them enough. From Mr Williams.

Had a Hup built, and contactors they used were great and the Hup technology is fantastic however this Companys Project Management, snag resolution, Customer Care / Service are horrendous. We were conned into signing completion despite being unhappy, with them saying that BNPL deal was expiring and compensation would be manged against final invoice. After over a year trying to get satisfactory resolution we had to give up (hence the late review) We were left with no choice but to backdown and left with a final produce concessed to heck, £1,000 out of pocket and a nasty taste left in the mouth. Plenty of Companies are providing this type of Service, and so do your homework, we have learned this valuable lesson. They did finally write off final invoice (after a year) but we were still left short from extra costs they caused

We had great experience with County windows - installed our bedroom window replacement quickly and it looks exactly as we ordered. Will be used them again and will recommend to friends.

Good sales person who did not pressure. Informed of installation process adequately. 2 installers did excellent job, polite , clean and efficient. Highly recommended

The hup extension is beautiful. The Builders Club tradesmen are brilliant, professional, and polite.
I am not giving a 5 star review because the extension took way longer than the salesman stated. From May to November, just to do an extension, there were delays due to Southern water, but this was only part of it. There was no joined up thinking in the overseeing, poor communication and lack of clarity when payments were due. Even to the point of making the builders pack away the hup, holding it to ransom and taking it away until payment (which could have been at the end of the day), that was a low point for us and the builders, time wasted and very unpleasantly handled. In general it felt like "building by numbers". A lack of vision and joined up thinking, The builders were being to do other jobs which made it drag on for longer. We defintely didn't feel like a priority.

Our French doors were of high quality and were expertly fitted without any delays.

The whole installation experience with County was excellent. Friendly and knowledgeable team who installed quickly, cleanly and with a very high quality finish. The core product itself is also of excellent quality. Absolutely would recommend.

Absolutely do not use this company if you are considering a conservatory/orangerie. They started our project in January 2025 (was meant to be October 2024 but delays on their other projects meant we were pushed back). It is now 1st July 2025 and it still isnt complete. We have no official paperwork, despite emailing the office regarding the recommendations of building control and having a conversation (they disagree with some of BC's recommendations for work they hadnt done), now radio silence. No one is overseeing it, no contact, just half interested apologies when i raise that it is now coming on 7 months for this to be completed and was meant to be 3-4 weeks!!!).
Luckily we have paid the outstanding balance as that isnt done until completion but they clearly have no interest is getting that payment!
There have been a long list of errors including their builders disconnecting a radiator but not telling us so the whole central heating system bled out in winter (not ideal with young children), damage to items around the house which they just left (nothing major and wouldnt have been an issue but total lack of courtesy). Then the floor was fitted which was completely wonky and could roll a marble from one end to the other.....the list goes on.

The positive reviews seem to be for windows and door fitting, now i know why!

Still waiting for someone to attend to review the snags on the build, not heard from anyone for weeks. Unbelievable.

This has also delayed the rest of our home renovation, including kitchen fit as we couldnt secure our fitter so now that cant happen until mid sept.

Recently spoke to one of the chaps involved in the good parts of the project and he/others havent been paid by County for the work they have done so i wonder if that indicates the poor state of affairs of this company.

Avoid like the plague unless you are happy to wait 7 months for a 1 month project (with still no end in sight!!).

Genuinely considering our legal position to withhold the remaining payment and instruct the required works ourselves with a separate contractor as the only decent worker they had has apparently stopped working for them through non payment (third party source so cant be sure this is accurate but itd make sense).

If i could give no stars, i would. Utter shambles. I was trying to be patient but thats long gone now and i feel this review is necessary to avoid others going through this chaos.

We have just had our old fashioned conservatory replaced with a HUP installed by County Home Improvers and the whole process from start to finish was seamless! The whole team were polite, considerate, tidy and efficient and we are delighted with our new room! We couldn't recommend them more highly!

We have just had two first floor windows replaced, in addition to cladding, soffits and facias. We wish to stress that the 5 stars are for the excellent fitters and not for County as an entirety. Simon and Liam were friendly, worked extremely hard, were professional and solution focused ( rectifying the errors of others). They left the site clear and tidy at the end of each day and immaculate at the end of the job. We had requested that they were the fitters for our job as they had impressed us with their work ethic when they replaced two external doors and a window for my mother’s property a few months ago. We say a big thank you to them both and can recommend them with complete confidence.

For the company as a whole we would only give 3 stars. They would benefit from reviewing their customer service, communication, accuracy of start dates etc. We felt that we constantly had to chase sales staff for information. There were wrong or damaged items delivered to both our home and my mother’s. We were chased for the final payment for the work at my mother’s property but had already paid. We were chased by a phone call for interim payments (for our work to commence) but hadn’t received the two invoice emails allegedly sent, because of an error in the email address, made by the accounts department. The products we have purchased are of good quality so if County could improve their customer experience ( by answering emails, returning phone calls with information in a timely manner and when they say that they will, improve their own internal communications etc. ) This recognition on their part, that good communication is what customers seek (and all staff work to the standard of their fitters) then 5 stars would be a given.