Double glazing problem

yahaa

Hello,

We had some new windows installed about 9 months ago. We recently woke up to find a crack across the middle of one of the glass panes on the inside. We're confident it hasn't had an impact from the inside, so not quite sure what has caused it.

Contacted the company that installed it, and they said they couldn't fix it under warranty because the warranty doesn't cover glass breakages, only seal failure/misting up. They've given me a quote to replace the sealed unit. I was a bit dissapointed given the glass has not had an impact and they have not given any explanation as to why this might have happened, but to be fair the warranty document does say they don't cover breakages.

I got another company in to give me a second opinion / quote. I was then told that window was actually fitted illegally, because if the window sill is lower than 800mm from the ground it needs to have safety/toughened glass in it. He suggested maybe if I were to threaten to contact local authority building control or small claims court regarding this, then they probably would come and change it (irrespective of the crack!)

Just wondered if anyone has any opinions on this. I don't feel comfortable making threats towards the company if I'm not prepared to follow through with them, and have no experience of building control and how willing/able they are to enforce this sort of thing, or in making small claims. But equally it would be nice not to have to pay for the reglazing!

For what it's worth, another below 800mm window was reglazed in a different room at the same time and they're OK, so I'm guessing this was just a mistake rather than intentional.

Any opinions / suggestions welcomed!!

Many thanks.

MX5huggy

Building control, only enforce against the owner not 3rd parties, although if they did say you had to change it that might help in court if were so inclined. I would go back and say " this cracked window is a bit surprising that it's cracked as it should be toughened?".

A_Frayed_Knot

Surely they would need to see the damage before commenting, I knew someone that had a crack start in the corner of their largest double glazed window and when the company came to view/investigate, they stated that it may have happened when the neightbours had new double glazing installed. My friends had to renew the glazing unit but was covered under their insurance.

Personally I'm no good at threatening companies either, unless , of course, I know that they are in the wrong, then I fight my corner. There is not many companies out there that will admit fault with just one phone call.

dj1471

Glass does sometimes break for no apparent reason, there are several possible causes. Toughened glass is equally affected.

Ultimately you'll have to pay for a replacement unit. Now you know that it needs to be toughened, you know what you need to get fitted...

Furts

OP should have a FENSA Certificate or a Buildings Regulation sign off for the work. It appears that the glazing is illegal hence one could contact FENSA or put pressure on the Buildings Regulations people.

I have come across glazing breaking just like OP says. These instances were caused by poor installation - such as insufficient gap and incorrect packers.

One could pop off the beads and check this, but first photo the window. But if OP lacks technical knowledge on this matter then this is fruitless.

I am wondering if the fitting was poor - good, skilled, installers do not fit the wrong glazing. This leads to the question were the windows signed off? If not, then it sounds more likely that it is a poor installation fitted by dubious characters. But if this is the case then the chances of redress may be slim.

yahaa

Many thanks everyone for your suggestions.

The company that fitted it did come and look - my wife let them in so I didn't get to talk to them myself - but beyond saying it was not covered by the warranty they were not very forthcoming on suggesting how it might have happened. I called them afterwards and they said it could just have been temperature change, as it was quite a hot day the day before, and the window is west facing on the first floor and gets a lot of direct sunlight. What they did do however was to reverse the sealed unit, so the crack is now on the outside instead of the inside.

Looking back at the paperwork, the installation was self-certified, but via CERTASS (not FENSA). I think I'm going to write to the company and see what they say about the lack of toughened glass - then possibly contact CERTASS if I don't get a positive response. I don't have the knowledge to inspect the installation myself. I know I may well end up paying for this myself but want to try and avoid this if possible.

Many thanks for your help.

Furts

A typical sealed unit has a coating on the glass to keep in the heat. Assuming that the units were installed the correct way round the first time (and they should have been) then the action of the company contravenes the principle of the glazing and contravenes the Buildings Regulations.

I agree that the recent heat may have caused your problem and if your windows are rosewood or oak this is more likely. But windows must cope with sun - this is their purpose.

I suggest that the window company are taking advantage of your lack of knowledge. Their action is a further indication that you are dealing with a dubious, if not cowboy, installation company.

Furts

dj1471 wrote: »

Glass does sometimes break for no apparent reason, there are several possible causes. Toughened glass is equally affected.

Ultimately you'll have to pay for a replacement unit. Now you know that it needs to be toughened, you know what you need to get fitted...

This is one for OP to ponder and decide how to play this.

I disagree with this post, but that is simply two people with differing opinions. My disagreement is because a number of the reasons given on Wiki relate to defective glass and defective installation. Hence after nine months you should be asking the installation company to sort this. It is their problem and that is why you, hopefully, have a written guarantee to be honoured.

Grovey1

I fit upvc windows for a living and have not gone fensa or certass registered as I all ways go through building control which I find better for the customer as they all ways get checked. if the glass was below the 800mm it should have been toughend glass so the company is at fault and it should not have been passed of by either fensa or certass the trouble is fensa and certass is they only check so many done by each company.

Yorkie1

There are 2 separate issues here.

1. The fact that the glass broke, apparently without any impact at all.

2. The suggestion that the window is not installed properly.

There are a number of reasons why DG can suddenly fail, without explanation or obvious negligence. These cannot be excluded here.

I cannot see that it is right for the OP to essentially threaten blackmail on the second issue in order to get his/her way on the first issue.

greenface

Glass can break for no reason . Its can also break due to a few other things . Furt talks sense . Check it is below 800mm off the floor . If its upstairs as you say I can be toughened one side only so have a nose for the kite mark in the corner of the one that's not cracked . It could have been sat on a screw or glazing block . it cvould have vented when 1st put in and gone due to a number of things (heat can be one) On the other hand the window company don't know if you've been playing cricket on your landing and broke it . If its not toughened and should be then a call to their office to point this out will most probably have it sorted . keep us in touch .