DESIGN A HOME - FEATHERSTONE, WE

On 27th May 2011 I entered into a contract with Design-A-Home (DAH). DAH advised me that they are a Fensa registered self-certificating installer.

The work involved removing my existing external double doors and supplying and installing new French doors into the existing aperture. No structural work was carried out. On completion of the work I inspected it. I found that:

1. The door handles were misaligned;

2. The bolts used to fix the frame into the aperture were crudely and careless installed;

3. One of the door locks failed to work;

4. One of the hook and eyes used to hold the door whilst open did not fit properly; and

5. The outer pane of glass on both doors was not laminated as specified.

Although, I contacted DAH who duly carried out the remedial work without complaint, I was concerned that they were satisfied with the work carried out prior to my complaint. Furthermore, despite my specific request for laminated glass in the outer panes which I paid extra for, DAH failed to realise the error. When I raised the error with them they were curious as to how I knew which left me feeling suspicious.

On completion of the work DAH agreed to provide a Fensa Building Registrations Certificate (the Certificate) as proof of compliance. The work was completed and paid for on 30th June 2011.

By email on 16th August 2011 I enquired as to when the Certificate would arrive. I did not receive a response to my email so on 26th August 2011 I made a further enquiry. Again I did not receive a response to my email so on 8th September 2011 a made a further enquiry. By email on 20th September 2011 I finally received a response from Mr. M. M. the Proprietor stating that “…Fensa can take up to 6 months but unable to do anything about that.”

I was surprised by Mr. M’s response, so I contacted Fensa by telephone on 21st September 2011. They advised me:

1. DAH should have registered the work within 20 days from completion (i.e. not later than 20th July 2011);

2. Fensa had no record of the work having been registered;

3. Once registered it should not take more than 5 weeks for the Certificate to arrive (i.e. not later than 24th August 2011); and

4. To give DAH 24 hours notice to register the work and provide me with proof of having done so otherwise I am to make a formal complaint to Fensa.

By email on 21st September 2011 I advised DAH of my conversation with Fensa and put them on notice. To date I have not received a response from DAH.

By letter dated 27th September 2011 I informed Fensa who responded by letter on 7th October 2011 advising me that DAH had registered the work on 23rd September 2011.

In conclusion, DAH:

1. Used a cowboy sub-contractor to carry out the work;

2. Was prepared to accept poor workmanship;

3. Failed to inspect the work properly by omitting to realise that laminated glass had not been installed; and

4. Was prepared to blatantly lie about the Fensa Certificate.