The Residence Collection Opiniões 25

The installed Residence 7 windows look nothing like the windows in their brochures, and nothing like the display windows I was shown in the showroom! Nor do they look like the diagrams on my sales order prior to purchase. Mine came with huge, unsightly 10cm high UPVC strips fixed across the bottom, internally, below the window frames. There is 20cms of various bits of glued together UPVC before the glass starts! The windows look cobbled together/ like a botch job, and the room is much darker now. I feel like I'm living in a tunnel or a hole. The internal space between the double glazing panes is also full of small pieces of debris. Thankfully I only ordered 2 in one room to see what they looked like. I'll go elsewhere for the other windows in my house.

I feel I have been misled by all parties involved, and the windows were mis-sold.

Warning - do not rely on the Residence 7 brochures or display models, or even on sales order diagrams. Your installed windows may look completely different, like mine do.

Reply to Residence Response
The company response seems to be I have the "wrong kind of windows", like the "wrong kind of leaves on the track", the "wrong kind of snow" ie the "wrong - insert any word where you want to avoid responsibility - "

They acknowledge 20cms of UPVC is unsightly (their quote - "20cms seems to be quite a lot of pvc"), but they don't seem to care. Now they have my money there is nothing they will do to rectify the situation.

To repeat. The windows I have been left with look nothing like the windows in the Residence 7 brochure or the display windows I was shown in the showroom. Nor do they look like the diagrams on my sales order prior to purchase. How is that legal? I have been misled by all parties involved, and the windows were mis-sold.

I would not recommend these windows to anyone.

We had over £25k of Residence R9 windows and doors fitted and everything was fine until we noticed last year our Residence French doors had dropped by appx 1CM. The Firm who installed no longer traded and we therefore contacted Residence for help but were told it was an installation issue and nothing to do with them. We therefore arranged for another Installation Company to look at the doors and they confirmed the install was fine and it was a Residence manufacturing issue. We contacted Residence again and again no help as they contract the manufacture to various firms and basically they didn't want to know. After much investigation over a number of months we traced the Manufacturer who was contracted to Residence and they conducted a full survey on the doors at a cost of appx £100 confirming the installation was fine and there was a fault in the manufacture but it could be repaired at a cost of around £300. Although the installation was in 2017 all Residence products come with a 10 year guarantee (per website) and this was one of the reasons we went for Residence in the first place. We had the work done but Residence will not meet any of the associated cost even though it is a manufacturing issue with one of their products and they advertise a 10 year guarantee. Their response is that the warranty is with the installer ? which is most unhelpful as this is not an installation issue and indeed the installer no longer trades anyway.
We are therefore left with a bill due to a manufacturing issue on a Residence product and the only advice we have from Residence is "claim on your house insurance or bear the costs yourself as general maintenance of the product" !!
As a customer it seems to us that the 'guarantee' is completely worthless and the product quality dubious.

It may be that we have been unlucky but looking at other reviews on here it seems that others have had similar experiences. We certainly would not buy a Residence product again as they are happy to promote, market and sell a product but offer no help at all when something goes wrong.

Response to the Reply from Residence:

Just to be clear;
You have not 'spoken' to us.
You replied to our email but it did take nearly 4 weeks.
I'm not sure you have 'tried to talk to all parties involved' as I have checked with your manufacturer and they have had no contact from Residence.
You are correct that the installer has fixed the issue but this was only as a result of our efforts and at our cost despite the 10 year 'guarantee' and you have refused to re-imburse us.
Your only help or advice has been to
"claim against your house insurance or bear the costs yourself as general maintenance of the product." as per your email of 22 January 2025.
You have explained your sales/manufacturing 'chain' but as a customer (and looking at other feedback here and on other review sites for Residence and Residence R9) your lack of ownership for customer issues leaves people without help or support and stuck in the middle of a process with no one to turn to, and ultimately customer dissatisfaction.

Had Residence French doors and a single door fitted a few years ago. The French doors are a total disaster. The hinges continually move and the doors become almost impossible to close and lock. The local fitter gave up and didn't want to know. A Residence engineer came out and new hinges were fitted but the problem still remains. We've tried to contact Residence again directly but they don't want to know now. We are now reluctant to use the French doors daily as they are so difficult to close and lock. They are essentially not fit for purpose and we would strongly advise against Residence French doors. We believe they come with a 10 year warranty but that appears to be worthless.

Excellent windows, great quality and timber look. We went with R9

When we moved in to our property we had UPVC Rosewood windows and I hated them. Had R7 windows and 1 set of French Doors throughout my property in Painswick on Chalk White couldn't be happier. Each room looked lighter and the thermal efficiency is amazing great transformation and I know love my windows.

Our house is in a beautiful village near Bath, so R7 in Painswick was the perfect match. Windows look so authentically like timber from the outside. R7 offers a proper timber alternative, and could match exactly the windows being replaced. Even the neighbours thought they were timber!!! We chose a square bead look for the inside creating a very contemporary internal look. Absolutely thrilled with the result and with the recent storms, can definitely feel the difference too!! Stunning!

Had R7 windows and doors installed, great installation by Perfect Choice and fabricated by HWL. Truly notice the difference between the old windows and the new. The windows still look amazing, couldn’t be happier! Would recommend them

Great expertise and very helpful with all questions

Kim really knows the market and with her tailored approach will get the best result for your property. Highly recommended.

Be warned Residence 9 Windows do not perform as claimed. We have had an ongoing issue with glazing bars falling off inside. I must have spent many hours on the phone over the last eighteen months and can still get no satisfaction from Residence or CWG their recomended manufacturer.
Inside the windows look a mess with bars missing, haziness in some glass and security failing on the kitchen window handle.
The worse thing is the way the manufacturer of the system does not wish to engage so you are caught between Residence , CWG and the fitter.
Finally after all else has failed the only route seems to be via Trading Standards and a legal process.

In August last year we ordered a large number of windows and doors with a local company in Cornwall called Devon and Cornwall Windows. This company was one recommended by Residence 7 on its website. The company went into liquidation in December with huge liability and we and many others have lost sizeable amounts of money. It appears to us that Residence 7 seems to pay little attention to vetting its installers and their continued viability as an ongoing business installing their product. We raised this specific concern with Residence 7 via their on-line contact facility but have so far not had a reply.

Updated. Residence Windows contacted me by phone and explained that they did not vet their recommended companies for financial viability. The company I ordered Residence Windows and Doors from went bust with liabilities of £1.3m. They took my deposit of nearly £9k I believe knowing full well they had no ability or intention of providing and installing the Residence Products I ordered from them. I would strongly urge future Residence customers to exercise extreme care when ordering from the installers Residence recommends on their web site. Unfortunately Residence have not provided any further reply or explanation to me despite requesting invoices, etc which I provided to them. I have chased this but to date have not received a reply. Residence claimed that the installer I chose from their published list should have been insured but there was no evidence whatsoever of this.

Updated. It is clear for Residence’s recent reply to me that the onus is very much on us ultimately as it’s customers to ensure that if we choose an installer from their ‘find an installer’ list we choose one that we are wholly satisfied with. It is interesting that on their website Residence states: “We have a network of dedicated fabricators and installers”. Residence’s customers may wish to draw their own conclusions about this statement but when we placed an order for our Residence products we trusted the installer Residence put on their list. What a mistake that was and it cost us dear.

We are absolutely over the moon with our R9 windows. It wasn’t an easy decision to replace our old original timber windows. After a lot of research when we discovered The Residence collection, our decision was made a lot easier. We couldn’t be happier with the quality, fit and overall look of the windows. They really do speak for themselves, not only are they efficient and practical but they are beautiful to look at.
We would highly recommend The Residence Collection to anyone.
Thank you for helping transform our home whilst retaining the original character.

Door Buyers Beware: The Residence 9 slimline looks are achieved by bonding the frame to the glazing,making repairs/adjustments so difficult, even approved installers don't want to know. Residence collection staff, whilst polite, are of no help at all. They refer you to Fensa ( a toothless organisation only interested if building regs breached) or to approved installers who then ignore your emails/calls.
Legally RC are not liable despite their flawed design being the issue. 26 windows & doors installed by a now defunct installer only 6 years ago, with all 3 French doors virtually unusable now.
As they cannot be repaired, I am faced with the dilemma of replacing them, but to match the windows, they'd need to Residence!! More expense for the same design fault?

We are so pleased to have discovered The Residence Collection for our 1930's property. The attention to detail of our R9 windows is incredible. We had a tough time deciding on colour and style, however the team at Residence were always on hand to support and answer queries- it was particularly helpful to have them on hand through their Instagram portal. For example we were unsure the Silvered Oak colour would suit our brick and so they sent us a bigger than normal sample, so that we could really gauge and finalise our decision. The windows have not long been fitted and already we have had so many people stop and ask what windows they are as they look wooden, and referencing the colour and fit. You will not be disappointed with these windows!

We shopped around so much for our windows. The residence collection was just what we wanted. The beautiful windows match our Victorian semi a treat. We have had so many compliments on them. They are In Keeping with the house yet look ultra sleek and modern. We love them and would highly recommend.

The best decision we made on our renovation, so many people stop to ask where we had our windows from colours and brand. We love them. Credit to Belgrave Paul Olszak our windows fitter who helped us start to finish.

Really lovely windows....only decided upon after many earnest conversations. Husband wanted to keep 160 year old originals...I wanted to join the 21st century but keep the look. Love the choice of window furniture and colour choices. Very happy with the result. Our next door neighbour has window envy.

Ordered R7 windows based on a demo unit and the pics in their brochures but the supplied windows were awful! One of the openers wouldn’t even close after fitting, the top openers were wonky and the gaps on all the openers and the fixed panels ranged from no gap to 8mm on the insides (should be 4mm all round apparently)
Also half of the handles’ locks broke within a week!
Residence remade the windows and ‘triple checked” them before sending them out to us but they were still awful. The gaps on the outside ranged from 4mm to 7mm (supposed to be an even 6mm all round) and the outer seal on one of the openers didn’t even touch the frame!
Also .. Be aware that even though Residence claim to never photoshop their brochure pictures the actual supplied windows show a lot of seal on the inside whereas their brochure pictures show none.
All in all we wasted a lot of time because this company advertises a premium product which is more than double the cost of “standard” windows but falls far short of “premium”
Going back to the fitters showroom to choose another make so now the build project is going to be put back another 6 weeks or so and that’s on top of the 10 weeks that we’ve already wasted!
Wish I’d read the reviews on here first.

Reply to Residence’s reply...
You took a month after supplying the first windows to try to rectify your issues but still failed. You’ve had your chance!

Really really poor quality doors! Would not recommend. The mechanism is really bad quality and such an effort to lock / close the door, it just doesn’t latch properly. The handles also feel very cheap. A big / the only regret we have with our house renovation.

This company’s doors are one of the worst purchases we have ever made. Their door fitted is now practically unusable. So we’re now left with it permanently locked and not used, to keep our house secure. They never answer requests for help, and clearly don’t care.