Ultraframe Avis 

Since taking over prefix I’ve personally noticed a massive decline in customer experience

I’m currently on my honeymoon abroad with no wi fi phoning everyone in there company to try and get an answer to what time they can be bothered turning up to deliver 2 sets of our doors

Despite the fact we have been very clear with the importance of the deliveries today after already waiting longer than planned and never having any communication

No team member is bothered like they used to be it seems

I used to deal with one staff member but since he retired it’s caused nothing be aggro for my
Company and this today has just topped it

Super service from Sam
Came back with the answers very quickly

Thanks Kyle

Since my previous review, i have discovered that my installers did not supply me with the aftercare manual which would have told me that i should not install internal blinds which created the plastic to warp. however, i still believe that it is very poor planning to use plastic trimmings in a conservatory especially as we know that our summers are getting hotter.

We are absolutely devastated and heartbroken by our experience with Ultraframe/Hup! and their recommended installer, Michael Sullivan (trading as Eco Build Up Ltd / Eco Possibilities). What began as an exciting project to replace our old conservatory with a modern Hup! extension has turned into a financial and emotional nightmare. We’ve lost tens of thousands of pounds and been left with an unfinished, unsafe building site attached to our home — and a back garden that’s been destroyed.

We found Michael Sullivan through Hup!/ Ultraframe’s “Find an Installer” tool, whereby customers input their information and Hup/Ultraframe pass the details onto one of their installers. We trusted (as many would) that this meant he was vetted, reputable, and aligned with the promises made in Hup!’s marketing and social media such as: “local, reliable, Hup! approved” builders, watertight builds in five days, a seamless single-supplier model, and energy efficiency “five times better than the average home.”

The reality couldn’t have been more different.

From the start, Mr Sullivan was unreliable. His team was frequently absent and he ultimately vanished after being paid 90% of our total build costs. He mismeasured the build and then disappeared entirely — ignoring all contact, including legal letters. His former team told us he had changed address without informing us, and it appears he hasn’t even updated his company details and accounts with Companies House.

Despite Hup!/Ultraframe being fully aware that Mr Sullivan had abandoned the project — and that we had already paid him in full — we were shocked to receive a solicitor’s letter on their behalf stating that he hadn’t paid them for the Hup! materials. The very next working day, we contacted the solicitors to explain the situation. Regardless, within 4 days we were sent debt collectors to our home to demand payment — from us. Even though we had already paid.

Hup!/Ultraframe admitted that Michael Sullivan along with their other builders are not actually “approved” — and that they do not vet the installers they refer onto their customers on their website. This completely contradicts their advertising and public messaging. Throughout this ordeal, their support was minimal at best. It took two months for the technical team to amend the mis measurement issue. They referred us onto two other installers with minimal handover to the installer of the mis-measurement problem - one of whom did not respond and had little availability. The other installer they connected us with quoted £1,000 per day plus travel costs just to assess whether the existing materials were usable — a cost we simply could not afford, especially on top of what we’d already paid or to start again they wanted us to pay the same as the original build costs and that was with Hup/Ultraframe's supposed 'Preferential Discounts.'

Throughout dealing with them since April Hup!/Ultraframe refused to take accountability, and left us with no realistic or affordable way to finish the project.

Hup!/Ultraframe may promote their system via glossy ads and celebrity endorsements (such as Laura Jane Clarke from BBC’s Your Home Made Perfect), but when things go wrong, there is no safety net, no accountability, and no real customer protection.

After nearly nine months with Hup! materials in our garden — ruining the grass underneath — we had no choice but to ask Hup!/Ultraframe to come and remove them, just to avoid having to pay even more to dispose of it ourselves.

This ordeal has had a devastating impact on our finances, our health, and our family life. We’ve lost tens of thousands of pounds, had to take time off work due to stress, and pay for storage for a kitchen we still cannot install. This isn’t just a failed home improvement — it’s trauma.

The Hup!/Ultraframe model — which involves referring customers to unvetted third-party installers while taking no responsibility when things go wrong — feels not only flawed, but potentially misleading under consumer protection regulations.

Please be warned: this is not the “fast, energy-efficient, one-supplier” solution it claims to be. Do your due diligence. And think very carefully before placing your trust in Hup!/Ultraframe, the Hup! system, or their “Find an Installer” tool.

Ultraframe are the market leader for a reason, they have exceptional products, very professional staff and there technical support is second to none, the external sales lady in the South East is in a class of her own as the product she knows inside out,

My roof was installed in 2019, it leaked then and it leaks now. The ‘approved’ installer went bust as soon as lockdown was announced, so no guarantee and no building control certificate but that’s another story. Things were going wrong well before COVID as the ‘trained’ installers were struggling, in short, they had no idea what they were doing, I even had to direct them in how to install the lead flashing correctly. The product looks good, albeit the tiles appear to buckle and twist in hot weather. Like others, it appears to me that this company needs to put far more emphasis and focus on their installers, and provide a form of independent and credible guarantee. A lack of drawings has meant that I have had to expose the lintel and pay for a structural engineer to create a set of drawings to satisfy building control certificate, as for the roof, no company wants to touch it. Any repairs have been futile so I am now saving to have a brand new roof installed.

Gary was very good and helpful and the roof was nice to work with

This product will sell itself. Absolutely blown away by the transformation it has made to my house, converting a barely used conservatory to a beautiful Garden Room, loved by all. Am so impressed by the roof. From start to finish, it's been a great experience, The installer @mark.lungley was extremely professional, taking his time to make sure that everything was perfect and was meticulous in his planning. Absolutely recommend this

Excellent service, they responded to an email within 24 hrs!

Their Approved installers with no experience, our family home project still without documents and non complaint. Many issues with builders and extension, problems with building control, additional costs to owners. Ultra frames washing their hands off! Refused to help, even they approved installers suggested on ultra frame website. Do not trust eco build up owners !

I phoned ultraframe glass division to see if they could source 3 pieces of glass for my conservatory in contruction at the moment. Adam Jubb commented that my glass was too bespoke for them however he went out of his way to contact other suppliers that may be able to help, emailed me a number of contacts and even called back to see that I had found someone. What a fantastic company for service and kindness. I have not been able to use their product this time around but would highly highly recommend them as it is evident that the service and support from purchase to completion would be fantastic. Thank you Ultraframe and Adam Jubb for your time and effort. A++++++

We have just had an ultra frame glass roof put on a conservatory style .
We look at all on the market and ultra frame stood out as being very good quality .
We approached excel windows of Leicester who were great .
They came out and did survey and found that all our wall were not square .
This was not surprising as the building is 160 years old , but came back with a plan of how to square up the walls with a very robust wooden frame .
This was let in to the walls and had threaded bar fitted every 450mm chemically bonded to the building .
Once this was done they came fitted the ultra frame system and did all lead work in a few days .
It look stunning ! The system worked great and every thing fit first time .
You get what you pay for …

Our 1st Hup build. Found the process A1 - what a wonderful system & unbelivable time saver. Our site support was a guy named Gary so very very helpful & a great guy who helped my team throughout. We are looking forward to building more Hup's.

We had Gary on site for 2 days and not only was he very knowledgeable he helped massively with the build and left us full of confidence.

I deal with Craig Cartmell mostly. I have found Craig to be knowledgeable , very helpful, courteous and patient. Nothing is too much trouble & he always comes up with solutions. Top Man.

We had Gary of Ultraframe attend one of our projects in Hampshire to assist and train our installations team on our first ever HUP! system. The service and support from Gary and the Ultraframe team was outstanding! Our installation team now feels more confident and assured knowing we have the support of the Ultraframe team.

Kyle and Tyron have just finished the installation of our new conservatory roof, which is a complete success. They were extremely efficient, whilst being very tidy and ensuring that they cleaned up as was necessary. They were also very helpful and kept us informed about the installation of the roof. Tyron and Kyle were also very personable and easy to approach.
An excellent job done, and we would have no hesitation in recommending them.

Thanks Lee, really quick and good tech advice on details allowing me to plan what I can/will fit against my property. Dan

I bought a completely new kit of parts for an Ultraframe conservatory off Facebook marketplace and it came with no real instructions. I wasn’t expecting great customer service when I had to approach ultraframe for guidance on assembly, as I had no contractual relationship with them as a company. They owed me nothing - but I got really good help very quickly. Lee Parker from their tech support sent me some technical drawings that related very clearly to what I needed to do and offered to help further should I need it. Really impressive!

Ultraframe are by far the best lightweight roofing company going, from my initial enquiry with customer services then to have two approved installers contact us to discuss our requirements then quickly obtain quotes for us to make our choice.I did have a technical query regarding some lighting we wished to install and customer services provided us with the contact details of their technical support team, my query was delt with quickly by David Bradley who fully understood our query in a very professional manner to a high standard. Answering it in layman’s terms so it was fully understood.
All their installers are trained to a very high standard at their classrooms.
Whilst not the cheapest roof on the market it is not the most expensive ether. There roofs are made to measure in their factory and supplied in a modular kit for the installation team to install. They have a range of roof options and choices of colours to choose from. Then installation only takes a few days to complete but it’s water tight after only the first day. The insulation value is incredibly low so you don’t loose heat in the winter and are able to remain cool in the summer. What more could you ask for in improving your home.