Pennine Home Improvements Avis 

very polite workmen and did a very good job from start to finish would highly recomend

NOT WHAT WAS AGREED AT POINT OF SALE

I would like to begin by acknowledging that the installation team were friendly, efficient, and left the site clean and tidy. The front door installed is of excellent quality, and the windows themselves appear to be well manufactured. However, they are not the product I ordered and are not suitable for the purpose for which they were sold to me.

During the sales process, I was explicitly advised to purchase inward-opening tilt and turn windows. This feature was essential because I live in a three-storey property where the upper-floor windows cannot be accessed safely from outside. I had not previously been familiar with this type of window and therefore relied entirely on the salesperson's advice.

Instead, standard outward-opening casement windows were installed. These are unsuitable for my needs because they cannot be cleaned safely from inside the property. Being able to clean the windows from indoors was one of the main reasons my wife and I decided to replace them, as I am no longer able to use ladders and external access is not practical, even for professional cleaners.

My original contract clearly referred to "easy clean egress windows", which reinforced my understanding that the windows supplied would be suitable for internal cleaning. I have since been informed that the specification was changed by the surveyor, yet I was never told about this change or asked to approve it.

I am extremely concerned that:

* A key specification was changed without my knowledge or consent.
* A revised contract was issued after installation, removing the original reference to "easy clean egress windows".
* I relied on advice given during the sales process and felt pressured to make a decision by repeated "today only" discount offers.

For clarity, I first raised this issue on 17 February 2026 as soon as I noticed the discrepancy during installation. I was advised to allow the installation to continue because of security concerns and poor weather, with assurances that the matter would be resolved afterwards. Despite repeated follow-ups, I have still not received a satisfactory resolution.

I requested:

* A full explanation of how and why my specification was changed without my knowledge or agreement.
* Confirmation of how the company intended to rectify the situation, including replacing the incorrectly supplied windows if necessary.
* A prompt response from a senior decision-maker with authority to resolve the matter.

**Update – 5 May 2026**

The surveyor and installation manager visited over five weeks ago, but I have had no further contact from the company since then. My phone calls have gone unanswered and my emails have been ignored. In my opinion, this level of customer service is completely unacceptable.

**Update – 26 May 2026**

Almost four months later, I finally received a response, but unfortunately it was not a satisfactory one. The company has refused to accept responsibility and claims the salesperson does not remember us specifically requesting windows that could be cleaned from inside the house. That was the main reason my wife and I chose to replace our windows in the first place.

I will now be pursuing the matter through Citizens Advice and asking Trading Standards to investigate on my behalf.

Based on my experience, I would strongly advise anyone considering this company to obtain several independent quotes before making a decision. Local family-run businesses are likely to offer better value without relying on inflated initial prices followed by "same day discount" sales tactics that encourage customers to sign immediately.

In my experience, customer service has been virtually non-existent once payment was made. Phone calls have gone unanswered, emails have been ignored, and the process has been repeatedly delayed. Nearly four months after installation, the matter remains unresolved, making what should have been an exciting home improvement project an unnecessarily stressful and exhausting experience.

This company appears to operate primarily as a sales organisation that subcontracts installations to self-employed fitters. In my experience, when problems arise, it has been extremely difficult to establish who is willing to take responsibility.

I regret choosing this company and would not use them again. I have already encouraged friends and family to consider other firms after sharing my experience, and I will continue to recommend that anyone looking for new windows obtains several quotes before committing.

Everything written above reflects my personal experience and opinion as a customer.

Billy and co workers were excellent, well polite and nothing was a bother for them. Would definitely recommend them. Thank you lads.

We had doors fitted 2 month ago and was so pleased with every aspect we decided to get new windows fitted. Again, a magnificent job with 1st class quality windows at very, very competitive prices. Thank you so much Pennine.

From the minute my order for a new front door was finalised until installation was complete this was an excellent customer experience. Corrina maintained first class communications to both arrange and until completed installation, and Chris and Dale did a great job on fitting the door and being careful of my property. Everyone clearly takes great pride in their role and are a really credit to Pennine.

John and Johnny were brilliant fitted the windows at the front of the house in 1 day cleaned up after they had finished. Had to wait for a window that was specially made as it was not a standard size, we were kept informed by Kim the project coordinator as to when the window would be ready and fitted.
When all work was completed Kim checked to make sure we where happy with the work and workman.
I would happily use this company again.

From the beginning or getting the quote and sorting finance and dates it’s been smooth running. Corrina was great organising everything keeping us in the loop. Lee and Ken were great and professional very professional and quick.

Geoff and Nathen were very prompt on arrival, immediately put down protection on my carpets and had started, all before 8am. Whole house (13 windows and 1 door) was completed within 2 days. There was a small problem with the 2nd door but the team worked quickly to sort that out. Corrina was checking in regularly to make sure things were to me satisfaction. Tidy-up was great and all the windows and door look great and work perfectly

Just had steve out for a quote I was a bit uncertain as I had other companies given it the hard sell ,steve give us a quote with no pressure and very professional ,I might add ,low behold we went with pennine

I recently had new windows installed and I'm thoroughly impressed with the overall experience. The salesman Graham Thompson and the surveyor were excellent particularly when I had to contact them to rearrange appointments due to being in hospital. Thanks to Corrina for supporting thorough the process. The installation team arrived promptly, were very professional and completed the job to a very high standard. The quality of the windows is excellent, with noticeable improvements in noise reduction and a warmer home. The work areas were left clean and tidy. I would happily recommend this service to anyone. I've already got them signed up for another job as they don't just do windows!

Just had Steve out to give us a quote ,wow what an experience, great experience no pressure unlike other companies, would definitely recommend pennine

The windows and doors we have had fitted are lovely quality. Solid and look very good. The fitting team were very professional and thorough. Their work was excellent. From start to finish the procedure was straight forward and we were kept informed throughout.

Pennine have been great. Efficient, reliable and professional. Special shout to Corrina Playle for always being available and responsive and to the fitters who were absolutely experts and did a great job fitting my windows

I have had 7 windows and 2 doors installed and now feel the improvement no more drafts.
Everyone has been great from start to finish. Steve and Andy were helpful about any questions with windows and doors and sorting out payment plans. Corrina was great kept me informed about everything and was helpful if I had any questions. Geoff did a excellent job with the windows and doors. I would recommend pennine to family and friends.

Just had Steve round to give us a quote , lovely guy, explained everything clearly , what happens next , fittings etc so ee signed there and then ..

Had a good meeting with Steve last night .
Answered all my questions, no matter how daft and made the decision to go ahead a lot easier.
Looking forward to the job being completed.

very proficient fitters John & Johnny excellent workmanship all done within the timeline stated
All areas protected were windows been installed
and cleaned afterwards a big help Thankyou.
Also thanks for Kim & others keeping me informed
from head office on timings and any requirements,
all round good professional installation by Pennine.

Normally I don't show interest to door sale but was interested in a quote. Sales guy was honest and friendly, product seems high quality.
Kim kept in touch keeping me updated from the start informing on changes and arranging dates that suited around my shifts.
Kris and Dave did a excellent job installing windows end product looked clean crisp and finished to a high standard. Kept tidy as much as possible so cleaning up afterwards was minimal. Hopefully these windows will last a long time.

Met with Steve today for a quote for new windows. If I’m honest, I hate the hard sell and wasn’t looking forward to the appointment. I was more than pleasantly surprised. Steve provided an excellent, knowledgeable service with no pressure but reassurance that I had plenty of time to decide on my choice and the quotation. I was impressed (not sucked in) and made the decision, paid the deposit, without any hard sell or forced persuasion. Job done 👍