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Appalling Aftercare (read No-care)
My wife and I researched extensively and decided to get out new Front and Rear doors to our Home supplied and fitted by Pennine. They were far from cheap but we thought that they weren't cowboys, they seemed to have been around for a long time and that their product were quality.
The installation went ahead in April 2022.
The quality and installation seemed to be good to be honest
However last October (2022) a small issue arose with the seal on the front door. İn the interim period I have emailed many times to the 'Aftercare' email as well as leaving several messages after pressing option 4.
Needless to say I have had no reply whatsoever. They are a complete joke. Their 'Complaints' procedure is not being followed by themselves, they're just hollow words.
I'll continue in my persuit to try to get my issue resolved by complaining to the relevant ombudsman.
Please be warned, these are without doubt a dreadful and appalling company.
They're unethical and couldn't give a damn about their customers satisfaction.

In JULY 2022, I ordered two doors, front door and a side garage door from Pennine with a three month wait for the installation. 1st front door arrived within this time frame and was fitted in October 2022 fitted by Pete and Billy with excellent workmanship. The 2nd side garage door had arrived at the same time but the colour and hinges were the wrong way around. After many calls to head office, which many went unanswered, I called in at the head office but still came away without a installation date for the 2nd door ( I was promised a call back, within a week, but this never happened) I then had to then ring back head office waited a long time for phone to be answered, only to be told no one knew when my door would be ready to fit. NINE MONTHS later, a pleasant Caitlin at head office rang to advise door would be fitted within a week. Dan and Kyle arrived 19 April 2023 to fit my 2nd door, they were both very pleased, well mannered left everything neat and tidy. Excellent workmanship Thank you. Five stars for all the fitters!

Dan and Kyle did a great job yesterday fitting my new front door. I’m very happy with their work and would recommend Pennine as a very professional company.

APPALLING CUSTOMER SERVICE AND SUBSTANDARD PRODUCTS.

We ordered our windows and doors from Pennine in May 2020. Since then, we have had nothing but trouble. Delays on products, mis-measured doors (they had to put our old door back in after ripping it out!), damaged windows/glass, broken window handles, leaking air vents, locks that failed on installation. Average time to get a window lock repaired- 8-12 WEEKS. Appointments booked and then nobody turns up. I have sent numerous complaints to head office, and all of them have been ignored. Never reply to voicemails or e-mails, and I've dealt with about 5 different 'managers' over the years- clearly their own staff don't want to work for such a terrible company either. I am now about to take them to court. I have sent tracked letters to head opffice and get ZERO response. If someone could take all their shoddy windows and doors away tomorrow, I would jump at the chance. DO NOT USE.

I currently live in a flat which is owned by a management company so getting window approval was a very long process which Pennine were very understanding about which I appreciated a lot and they didn't change the price even though it took quite a while for approval.

I told the first person who came for the quote that I needed these windows like for like as the management company would complain, I also told the surveyer that I needed them like for like and he understood as he worked with the company before. However, it was not put on the sheet that they needed to be the same after expressing it which cost me an extra £460. However, they were very apologetic about this.

When the doors and windows were replaced it took 2 days and was great, Dan and Kyle were incredibly professional and lovely men so I didn't feel uncomfortable in my own apartment. They were really friendly and polite and the windows and doors look lovely and clean. The place was also spotless after they left both days which was amazing.

They strugged a bit with an issue they didn't know they would face and they rectified it immediately which didn't cost me anymore money or anymore time that was originally agreed which I really appreciate.

Thanks to Dan and Kyle, you were great!

Recently had a Contemporary Orangery built by Pennine and no complaints. Very pleased with the end result. Initially quoted 6 months to start the extension but started within 4 months.
All the trades were first class throughout the build and always clearing up at the end of the day. We were always kept informed by Caitlin in Head Office via email to when each part of the build was scheduled and all went according to plan. There was a small snagging list at the end of the build but all was rectified without delay.
Now for decorating. Thank you Pennine.

This company cannot be trusted at all
They get you to sign off work before being finished do nothing to sort out the repairs. Do not use well let's see they are complete fools forced my girlfriend to sign off job uncompleted doors cracked through there incorrect fitting ie screws sticking out plaster not done the lists endless they haven't even bothered getting back to sort these out I looking to sue them for the work to be completed

We were very pleased with the conservatory we had made and installed by Pennine, to replace our old wood rotting and falling to bits conservatory. However their aftercare is almost impossible to contact. Doors and windows need adjusting and other little snags are bound to crop up but getting them fixed is nigh impossible. it is only just over a year old.
10.04.23
We have now been trying for a month to contact Pennine aftercare with no sucess. The main door is beginning to stick again and we had a leak when the last snow was melting. Next step will be to contact the insurers.

I have had a new back door fitted today and was delighted that the fitters from Pennine came earlier than expected. The guys, Dan and Kyle were polite and professional, taking care even when removing the old door, window and silicone - clearing up any mess.
I am really pleased with the work carried out. The new grey door looks great and is nicely fitted. A clean, tidy and professional service. Well done guys and thank you.

We ordered and paid a deposit for an orangery/extension in April 2021. We were given a 12 week lead time and were told it would be completed by October 2021. After a lot of contact with them by us to see what was going on and a number of broken promises in relation to start dates, the work finally got under way at the end of January 2022. We only knew it was definitely starting as we received an unannounced delivery of materials. To be fair, the guys actually doing the building work were really good and generally we couldn't fault them. However the coordination by Pennine was not brilliant and there were a lot of wasted hours as skips hadn't arrived for example or the job was bigger than they were told so they had to come back. The information from Pennine in terms of when we could expect things done was patchy. Finally after 3 months of living in a building site the work was complete - ironically exactly 12 months to the day of signing the contract. Just when we thought it was all sorted, 3 months after the build was complete we received a letter advising us the firm who were dealing with the building regs approval were not and the local authority were now going to deal with this process. So we now had a lovely extension with no building regs approval. It took another six months, a lot of emails from us and a complaint to the GGF before the approval notice was received. Pennine eventually answered our complaint but in reality did not answer it and whereas they apologized for the delay in the approval being given they dismissed our concerns and the stress it has cause us, as in their opinion, we had a quality product - no good without the approval. We are very pleased with the finished product however the service we received from Pennine (not the workmen) was appalling and has taken the shine of it.. Their broken promises, lack of communication, shambolic organisation, general lack of concern for their customers and obvious contempt for the complaints process has left us very disappointed. We will never use this firm again.

For 13 months now I have tried to get this company to honour contract and guarantee. Conservatory not fit for purpose major leaks/floods damage. Formal complaints procedure ignored . I have been in correspondence to no avail. Breaching all regulations most blatantly. Manager .….. .…. out of his depth incompetent and it appears no one to hold him to account. Very unprofessional .(In order to keep this post live I have been instructed by Trust Pilot a valued advertiser client of Pennine to remove both the names of the senior manager and the name of the CEO of this shady organisation .Please avoid this company or risk mine and many others painful unpleasant and expensive experience . Any manager or CEO of a public company if honourable capable and honest like many companies still out there , would not be so concerned that they are named. I note in the positive reviews Pennine do not contact trust pilot to have their names removed. I also note Trust pilot do dot insist on the grounds of data protection that their names are removed ! )
The standard reply to all reviews appears to be we are experiencing a high volume of calls
We are exceptionally busy
We will get back to you
Email tel
Give us your details
Go through the complaints procedure
All will be ignored . One exception the sales line they always answer.
One might think ow but look at all the 4star reviews, well that’s until further down the line when they too might find inadequate workmanship leads to a major leak… and they need aftercare ow boy are they in for a disappointment ask me how I know!!
Following the advice of another reviewer I too have contacted bbc watchdog please the more of us who do this maybe the bbc will look into the shady dealings of this company.
09 06 23
I am astounded to receive today from trust pilot, yet another request from Pennine for more details so that they may respond to my review. Apart from the fact that my review is self-explanatory, (That Pennine do not respond)
Pennine have been issued with my details with each review…, That is In addition to the numerous letters emails telephone calls that to date they have not responded to. It is now 16 months since my initial complaint, and I am no further forward, I have a conservatory that pours in water every time it rains , an internal wall that is mouldy smelly damaged with holes, where the water runs through making tracks through the plasterwork. I think it is very disappointing that trust pilot appear to go out of their way to assist companies like Pennine object to honest negative reviews .

The sales rep was what we wanted. He is interested in what our needs were and practical. The price was good.
The communications were very good. Caitlin in the Installation Team was there on email and on the phone and answered all our questions and kept us advised and updated about our installation.
We had a couple of small snagging issues which were resolved promptly and to our satisfaction. Our new windows are brilliant - they look great and no more condensation!
I want new front and back doors now and have asked them to come back to quote for those.
Thanks from a happy home in Durham.

Would not recommend this company! We were promised many things but after sending our deposit those promises quickly proved to be empty. No one was managing our project and any time we phoned for an update on when the work might start we were provided with little information. When the work eventually began, much delayed from the original promised date, it was a complete shambles from start to finish. Contractors had not been briefed on the job meaning we had to be present when all the work was being done. Materials did not arrive on time resulting in further delays. When we raised our complaints we were dismissed and offered a pitiful discount. Further discussion was shutdown by a threat of court proceedings if we didn’t pay immediately. There are still finishes that Pennine promised and have not delivered on. I am preparing for a battle when I need to call them for aftercare. If I’d known what I know now, I would never have choose this company. I’ve heard some shocking things about the company since that I won’t include in this review because I can’t corroborate them all, but I would just encourage anyone considering going with Pennine home improvements to look elsewhere.

I sat down with Andy in October 2022 and he listened to everything I said and created a mock-up of what my Orangery could look like. We expected the building to start in March 2023 but we got a call from Abbie from the installations team on Feb 4th asking if they could start on Monday, 3 days time. It’s now March 9th and my Orangery is finished. We had one issue in the whole build which was a wonky floor which was fixed within the week. My main point of contact throughout was Abbie and she kept us up to date the whole way through and was ever so helpful. I absolutely love my Orangery, it is exactly what I wanted. Each workman that came out from different companies to do their part in the build was polite, respectful, tidy and most went above and beyond. I am so so pleased with everything, I cannot fault this company at all. I would definitely use and recommend Pennine again.

If you are reading this, please take time to read other people’s experiences of this company. Don’t take my word for it. As a global construction director, I can honestly say I’ve never experienced such unprofessional and shocking service as I’ve seen from this company. I am surprised they are still operating. I’ve just had a response to my original posting which now takes a totally different route for not accepting any liability, despite having accepted this issues 2 years ago.

As you can see from previous posts, I would avoid using Pennine at all costs. I felt a moral obligation to warn the general public of the possible heartache and disappointment that will come if you do use Pennine

I have spent 2 years attempting to get Pennine back to repair a new conservatory where the flashing detail (the part that joins the conservatory to the wall which makes the building water tight) was incomplete. Within weeks of the construction being completed, water was poured through into the conservatory.

I even reached out to senior management who promised to "personally visit" and remedy the problem. But as all previous appointments, even this did not work.

I am now proceeding via the legal system to get compensation.

If you have had a good experience with this company, you are the lucky ones. For us our nightmare with them continues after nearly 4 years. We signed a contract April 2019 to have our conservatory roof replaced as the glass panels were old and blown. We chose Pennine believing the sales pitch. We should have realised something was amiss when May 2019 Pennine came without scaffolding in place but still removed the roof leaving us open to the elements for 5 days in atrocious weather. When they did put the new roof on, when it rained we had to put up with torrents of water running down the back wall, flooding the conservatory and kitchen for 6 months. No one responded to the video we sent or the letters of complaint including one sent 14th June 2019 registered and tracked for proof of delivery. We are still awaiting the formal response to that one. Frustrated with the lack of response from Pennine we sent the same video to a new Managing Director April 2020 who came out in June. He asessed we had been sold the wrong roof design for our exposed location in the North Pennines, assuring us the problem would be fixed, new glass would be ordered and fitting arranged. During the following months and after numerous attempts to contact him, and others, we made a visit to the showroom and spoke to yet another person who would " take responsibility to resolve our situation" a new roof was eventually fitted but shortly afterwards early May 2022 we saw it was the wrong glass and in 2 different colours.
Throughout our dealings with Pennine, communication from this company is shockingly non existent with no response to e mails, telephone messages or letters, promises have been broken and we have been lied to on many occasions. It has been a very frustrating and stressful 4 years. Their complaints procedure isnt worth the paper its written on and their tv adverts and brochures are full of assurances and commitment to customer care and high standards, all of which falls so far short of our experience. It is a testament to our patience over the years that we are only now submitting a review on Trustpilot having been asked by Steve Scott to remove a one star review submitted July 2022. He committed to resolving our longstanding problems asap if we did so. We did remove it but how foolish were we. The July complaint was written after discovering that a text message in June confirming glass had been ordered turned out not to be true, there was no record of such at Pennine and the person who text us had left. Early November 2022 we were contacted by E mail that the new glass could be fitted Jan 2023 but we resceduled for March 2nd 2023 as we were away Dec/Jan. Knowing how shoddily and dismissive Pennine has been with us, on 27th Feb I emailed and left messages for the appointment to be confirmed. 28th Feb we received an e mail confirming the appointment for 2nd March. We subsequently emptied the conservatory yet again and 2 hours later we received a phone call that there was no glass and seemingly never had been. This was the final straw and hence this review. When were they going to come clean and let us know there wasnt any glass or real appointment or were they just not going to turn up as previously. This is truly a dreadful company, so be very wary and dont get sucked in. Managers and aftercare staff come and go but the culture of this company their values, ethics and disregard for customers after they have your money hasnt changed one iota in 4 years. We have written to BBC watcgdog and would urge other disatisfied customers to do likewise. And Pennine, even negative reviews are honest. We have kept records, E mails, Texts and videos many of which have been sent to you and ignored. We are now considering our next move.
Mr and Mrs Tomlinson

The workmen were brilliant, absolutely no problems with them. It was the management that was and is the problem. The job for my extension started a month late, we had to keep chasing them for a date. Then they started the work, no problems. The job we were quoted would take 6 weeks maximum. This was May 2022, now March 2023 we are still having problems getting the job finished. When we complained, numerous times it was ignored, phone calls, emails and whats app messages. Wrong size windows fitted, wrong handle on sliding door. When we thought we were nearly done, we have discovered that the drain they have moved and relocated has a huge crack in the pipework, so raw sewage is seeping through into the ground. Alan Foster the 'Site Manager' has now claimed they didn't move the drain. They didn't know anything about it!!! We have plans and photographs that prove they did.... heard nothing then he turns up wanting to see the pipe and take a photo then disappears for 2 weeks annual leave, when we try to email we get a reply...on leave won't be checking emails. No other contact details if we have a question or problem. He is claiming they haven't moved the drain, photos and plans prove they have. Now says he has to speak to Northumbria Water!!! Just wish we never bothered. Please use this company with caution! Quick to take your money, very very slow to answer your questions... and don't get me started on Stevie Scott Head of Customer Experience. Absolutely disgusting attitude. I will leave it there....for now!

We had 5 windows and 2 doors fitted by Dan and Kyle, professional from start to finish, explained what they were going to do and when, cleaned after themselves, went that extra mile to finish off bits that they didn't have to, would definitely asked from them next time round

The installation of the front and back doors where carried out by fitters Dan and Kyle, They were very polite and explained every thing to us, workmanship excellent, cleaned up.
We would have them back in any future work your does for us.

I have left a previous review but can't remember my login, I apologise for the length of this but I strongly urge anyone considering Pennine for windows doors or conservatories after many years of ongoing problems I figured it was time to update everyone.
We had our windows doors and a new conservatory built by Pennine back in 2015. After a few years we noticed cracks appearing on the internal plaster, external brickwork and the trim panels externally no longer covered the gaps they were supposed to. Someone came out and said it looked like subsidence and would need to be underpinned. Within days Pennine aftercare manager was on the phone to say it wasn't subsidence, in her opinion it was down to new build settlement (amazing considering she had never set eyes on it). Workers came out and installed wider trim panels. And patched up the plasterwork. After a while the corner post had developed a visible lean. This had to be rebuilt and was however the builder did not seal around the windows, when asked about this he said it was a window fitters job and he was a builder. The windows had no seal over a whole winter period and the damp in the conservatory was unreal. Someone eventually came out and sealed the windows in but also sealed in the damp. Within weeks the mortar beds on the external brickwork started to crumble. Pennine sent someone to repoint the conservatory which he did badly, this didn't last as all he did was clag new mortar over the top of the crumbling stuff, you could measure the depth of the new mortar in mm, and eventually started to fall off. It was repointed again and again was no more than about 5 mm in depth. I was cutting my hedge from the neighbours sid of the fence and I noticed that where the conservatory met the house there was a crack from the top of the conservatory to the base. Starting at about 2cm at the top and tapering toward the base. Someone from Pennine came out and said that the conservatory was not attached to the house. Someone came to put in some metal rods with some epoxy but he did not seal the crack. The damp problem continued. I contacted the finance company to try and get Pennine to sort out our conservatory. We also had a few problems with a couple of windows and one of the doors. Pennine pretty much stopped communication with us as well as the finance company. The finance company started a section 75 claim on our behalf. The finance company also sent out a surveyor to look at what work needed to be done. His report was an interesting read. Faults were as follows.
Subsidence as foundations were too shallow.
Wall ties not installed.
No damp course on the external brickwork.
Not attached to the house.
Rising damp.
Mortar was of substandard mix
Guttering poorly installed as was approx 3/4 full of water.
Windows poorly installed.
His recommendation was that the whole thing needed to be rebuilt from foundations up.
The section 75 claim was found in our favour.
Today a new company came and took the conservatory down as they will be installing a new one. Half of the bricks they took down the didn't have to hit with a hammer, you could literally pick them up by hand. They said it would have been stronger if it was built from Lego. They said they were amazed it was standing and it was only a matter of time before it fell down as it was in such a dangerous condition.
When the got to the floor pad it was of varying thickness from 50-70mm, apparently not thick enough and was very soft.
I would warn anyone considering using Pennine to seriously consider going somewhere else as despite us persistently complaining to Pennine we were made to feel like we were in the wrong for expecting the work to be done.
It has taken us 7 years from first problems to getting a resolution. Although we have had our money back I still consider us to be left out of pocket. We have had to get rid of 2 sofas due to damp damage. The carpet has had to be replaced a few times again due to damp. Every time Pennine came to do work we were left having to redecorate the conservatory. At a rough estimate somewhere in the region of £4000.

Well pennine has requested this review be removed but have not chosen to reply to this review instead they preferred to hide behind emails and suggest that this is not an honest review.
Tut tut. Now I have sent a copy of the pennine completion letter with invoice details to trust pilot. I have also sent a copy of the surveyors report to show all issues listed are true.

If anyone would like to see the content of the surveyors report I am more than happy to show them.

I also welcome a response from Pennine regarding my honest review of my experience.