Our 10-year workmanship guarantee

Our guarantee is a promise about our own work. For 10 years from the date we complete the installation, if a fault appears that is caused by the way we fitted the rooflight, we will come back and put it right at no cost to you. It is given by Solent Skylights Southampton and confirmed in writing when the job is finished. The written confirmation names the property, the rooflight fitted and the date the guarantee period starts.

It sits alongside the manufacturer's guarantee on the rooflight itself, which covers the product: the frame, the glass and any opening gear. The length and terms of that guarantee are set by the maker and vary between products, so we give you the maker's paperwork with your completion documents. If a product fault appears, we help you make the claim.

Neither guarantee affects your statutory rights. Under the Consumer Rights Act 2015, work must be carried out with reasonable care and skill, and goods must be of satisfactory quality, fit for purpose and as described. Our guarantee adds to those rights; it does not replace them.

The guarantee covers faults arising from our workmanship in the parts of the job we carried out. In practice that means:

• Water getting in at the joints we made between the rooflight and its kerb, flashing or surround
• Flashing kits and trims we fitted coming loose or failing to seal because of how they were installed
• Fixings, brackets and frames we installed working loose or moving
• Opening rooflights we fitted failing to close or seal because of the installation
• Linings and reveals we fitted cracking or separating because of the installation
• Structural trimming we carried out around the opening, where that work was ours

Where we put something right under the guarantee, we make good the parts of the finish we disturb in doing so, to a standard that matches the surrounding work as closely as is practical.

Like any guarantee, ours has limits. They are set out here so there are no surprises later.

• Work carried out by others, including a kerb, opening, roof covering or membrane built by your builder or roofer. Their work is covered by their own terms
• Faults in the rooflight product itself, such as a sealed unit misting or a motor failing. These fall under the manufacturer's guarantee, and we help you claim
• Damage caused by storms, falling branches, impact, fire, or anyone walking on glass not designed for it
• Alterations or adjustments made by anyone other than us after we finish
• Problems caused by a lack of routine care, such as blocked gutters, debris left on the glass or opening gear forced against its stops
• Condensation caused by the conditions in the room, such as high humidity without ventilation
• Normal wear, weathering and changes in the appearance of finishes over time

If you are not sure whether something is covered, ask us. We would rather look at it and give you a straight answer than have you guess.

1. Email info@solentskylightssouthampton.co.uk with your name, the address of the property and roughly when the work was done.
2. Describe the problem and, if you can, attach photos taken from inside and, where safe, from outside.
3. We acknowledge your claim within two working days and arrange a visit at a time that suits you.
4. If the fault is covered, we agree a date to put it right and confirm it in writing. If it is not, we explain why and, where it helps, tell you who to contact.

If water is coming in, tell us that in your first message and take sensible steps to protect the room, such as moving furniture and catching drips. Do not go onto the roof yourself.

Keep your completion paperwork with your house documents. It shows the date of the work, the product fitted and the start of the guarantee period.

A rooflight needs very little attention, but a few simple habits keep it working well for the life of the guarantee and beyond.

• Clean the glass from inside with a soft cloth and mild soapy water; from outside, only where it can be reached safely from a ladder or by a window cleaner with the right equipment
• Clear leaves, moss and debris from around flat rooflights and lanterns, particularly under trees
• Keep gutters and outlets on the roof clear, so water drains away from the kerb
• Open opening units now and then, and close them fully before rain; check the rain sensor is clean on electric units
• Use the room's extract fans and trickle vents, so condensation does not build up on the glass in cold weather

Your completion paperwork includes the maker's care instructions for the exact unit you have. If anything looks wrong, such as a drip at the edge of the glass, a vent that will not close or a trim that has moved, contact us early. A small issue caught soon is quicker to put right for everybody.

If you are not sure whether something is normal, send us a photo. We will tell you whether it needs a visit.

The guarantee stays with the property for the rest of its 10 years. If you sell, pass the completion paperwork to the buyer and ask them to let us know their details. A buyer's solicitor will often ask about rooflights and Building Regulations; the paperwork we give you answers both questions.

If you have a concern about how we handled a claim, our complaints procedure explains how to raise it and how it will be dealt with. We aim to resolve every concern quickly and fairly.