Gareth Greenaway
Keylite Roof Windows
Stage 1
Aftersales & Technical Support
33 Slides
Technical & Aftersales
Meet the Team
Online Chat Service
Skype Service
Engineers
Aftersales Procedure
Job Completion Certificates
Spare Parts
Simple Solutions
Meet the Team
Meet the Team
Our Keylite technical experts are readily available alongside our online resources to provide instant support to our customers as well as our colleagues. Across our UK and Northern Ireland offices our internal sales, aftersales and technical departments are all expertly trained to assist with general product as well as on site queries.
Liam Ball
Aftersales Manager
Daniel Holland
Technical Specifier
Tanya Livens
Aftersales Advisor
Amanda Archer
Aftersales Advisor
Colin Wells
Head of Technical
Eamonn Loughlin
Technical Engineer & Specifier
David Loughran
Technical Team Leader
Meet the Team
Services
Online Chat
Keylite’s online chat service is the quick and easy route to our technical team. Accessible using your smart phone, tablet or computer device, our technical professionals are reachable in no time, highly responsive and successful in resolving issues in minutes.
Skype Services
Alternatively to our online chat, our Keylite Skype service can help identify and rectify on site issues in real time. Enabling the ability to visually display any product concerns creates the optimum opportunity for our technical team to provide the most effective and efficient support.
Our Skype service eliminates confusion as well as the need to accurately describe any issue in great technical detail.
Engineers
Engineers
In circumstances where our internal support teams are unable to resolve a customer issue, a chargeable engineer service may be required. It is necessary for all ASMs to arrange joint calls with their respective engineer to improve their knowledge and uncover the standard Keylite aftersales procedure.
Chris Day
Aftersales Engineer
Simon Leggett
Aftersales Engineer
Lee Marshall
Aftersales Engineer
James Smith
Aftersales Engineer
Gary Davis
Aftersales Engineer
Aftersales Procedure
Aftersales Procedure
In order for our Aftersales Department to manage every query as quickly and efficiently as possible, Area Sales Managers are required to provide completed ‘Guarantee Claim’ forms alongside any reported issue.
This helps the team establish if the product at fault will be covered under guarantee or whether a chargeable £150+ VAT engineer service will be required.
Images are also requested for evidence as well as clarification of the issue raised.
Our 48 hour call back policy confirms that a member of the aftersales team will be in contact with the customer within 2 working days following a reported problem.
Window Guarantee Claim Form
Blind Guarantee Claim Form
Job Completion Certificates
Job Completion Certificates
Job Completion Certificates are completed as a summary of each engineer visit.
Every certificate is enclosed within the corresponding customer issue recorded on Nav.
Should a customer request evidence of a service, ASMs can access all JCCs when necessary.
Spare Parts
Spare Parts
Window Generations
When quoting a customer for spare parts, firstly, the serial number must be identified to establish the generation of their roof window.
Spare Parts
First Generation
The warranty of Keylite’s first generation window range has now expired. No serial numbers beginning with the below can be repaired under guarantee.
- CP 2001
- CP 2006
- CP 2009
We have a limited supply of replacement parts to suit these windows. Should any require replacing, we are only able to supply the following:
- Latches
- Vent Flap Handles
- Rams
Spare Parts
Flick Fit Generation
Our ‘Flick-Fit’ range introduced ‘Flick-Fit’ brackets onto every Keylite roof window. Their serial numbers range from 2012-2013.
EG. 011201234
We can supply all spare parts for these windows, with the exception of Fire Escape Steel Arm Sets
Spare Parts
Quick Fit Generation
The ‘Quick-Fit’ generation is almost identical to the ‘Flick-Fit’. However, this range was launched prior to the introduction of our ‘Flick-Fit’ brackets.
Serial codes for this generation range from 2010-2011.
Eg. 01102536
We are currently able to supply all spare parts for our ‘Quick Fit’ roof windows.
Spare Parts
Futuretherm Generation
The Futuretherm generation incorporated our ‘Flick-Fit’ bracket, Sash Hinge Finger Spring and Integral Thermal Collar. Their serial numbers range from 2014-2018.
Eg. 01142536
All spare parts for this roof window range are currently available.
Spare Parts
PVC Generation
Keylite’s first PVC roof window range launched in 2017. These windows incorporate all features of the FutureTherm generation on an entirely PVC window.
Eg. 1606170005310
All spare parts for this roof window range are currently available.
Spare Parts
FutureTherm Plus Generation
The Futuretherm plus range is an upgraded timber roof window which includes all Keylite’s USPs and has an increased glazing surface area.
Eg. 1104190118640
All spare parts for this roof window range are currently available.
Simple Solutions
Simple Solutions
Not all customer queries will require an engineer visit, over the phone assistance or replacement parts can be easily supplied to quickly resolve minor issues.
Therefore, there may be a more cost effective and timely efficient solution with the correct knowledge of these issues.
Simple Solutions
Bottom Frame Piece
If the bottom frame piece has been installed incorrectly this can cause the rotating sash to rub against the window frame causing difficulty when opening and closing.
Reinstall the bottom frame piece to resolve this issue ensuring it’s situated in the correct position as shown.
Simple Solutions
Damaged C-Channels
There are a total of four c-channels on a Keylite roof window.
When the window is opened/closed, the top and bottom C-Channels overlap one other. Sustainable damage to these channels can cause them to collide, as a result this will prevent the window from opening/closing.
All damaged C-Channels will require replacements. These can be easily fit by the customer.
Simple Solutions
Damaged Hinges
Any damage to the hinges can make it very difficult to open and close the window.
Replacement hinges can be supplied and easily replaced by the customer.
Simple Solutions
Red Bolts
All top hung roof windows are locked by two red bolts situated at either side of the frame. These allow the rotating sash to pivot from the centre which may mislead customers into believing they have received the wrong product. These bolts can cause difficulty trying to close the window once it has been fully installed.
To resolve this issue simply remove the red bolts from either side of the window frame, this will activate the top hung/fire escape operation.
Simple Solutions
Latch Arms
Sustainable damage to the latch arm can cause difficulty trying to open/close the window and prevent the ventilation handle from remaining fixed shut.
A replacement latch can be supplied and easily reinstalled by the customer.
Simple Solutions
Window Opening Pole
If a customer is having difficulty opening/closing their Centre Pivot Roof Window using our telescopic pole, the instrument has been specially designed to operate the window as follows:
- Stand towards the bottom of your roof window
- Raise the Opening Pole vertically, ensuring it is approximately at a 45° angle to the Roof Window
- Attach the claw-end to the Opening Handle and ease the pole upwards/downwards to open/close the window
Quiz
Please continue to the quiz below
Stage 1 Module 14
By Gareth Greenaway
Stage 1 Module 14
Aftersales & Technical Support
