FREQUENTLY ASKED QUESTIONS

Installation & Survey

Q. Can Dortech provide an installation service?
Q. Do you offer a survey as it’s a lot of money to spend and get wrong?
Q. What do I need to check before ordering my enhanced home door?
Q. How do I measure the aperture correctly?
Q. How should my enhanced home door be installed?
Q. What’s the best way to seal the frame of my enhanced home door?
Q. Are Aluminium doors better than uPVC?
Q. Can Dortech provide an installation service?

A. Yes, however costs do vary depending on location and we would recommend you call our customer services department for more information.

Q. Do you offer a survey as it’s a lot of money to spend and get wrong?

A. Yes, however costs do vary depending on location and we would recommend you call our customer services department for more information.

Q. What do I need to check before ordering my enhanced home door?

A.

  1. Check for any apparent defects and deficiencies around the structural opening. If any defects are found, then the purchaser should be notified, and agreement reached as to who is responsible for rectifying these defects prior to the new windows or doorsets being installed.
  2. The presence of any electrical or specialist items such as television aerials and telephone wires in the aperture should be noted. Wherever possible such services should be routed around, and not through, the outer frame of the window or doorset. When this is not possible, a solution should be agreed with the purchaser which does not compromise the performance of the product.
  3. The presence of any curtain tracks in the aperture should be noted. This is particularly important for inward opening or pivoting windows and net curtains. These could either cause problems during installation, or interfere with the function of the window or doorset after installation. Action to prevent any problems should be agreed with the purchaser prior to the installation.
  4. Where bricks are to be removed to install products, the method of any cavity closing should be specified. The method of making good should be agreed with the purchaser. It is advisable to consult local authority building control to ensure that any local interpretations, for instance with respect to cavity closing, are taken into account.
Q. How do I measure the aperture correctly?

A.

  1. Generally three measurements of width and height should be taken and the squareness of the aperture determined by, for example, taking diagonal measurements (see Figure 1). The smallest measurement of width and of height is used to determine manufacturing sizes.
  2. Sub-Sills: The need for any sub-sill should be determined. The size of the sub-sill should be such that there is an overhang of at least 25 mm from the face of the building. The surveyor should determine how the sub-sill is to be fitted, taking into account features such as horns, and how any making good is to be carried out.
  3. Check the reveal: The difference between internal and external reveal sizes should be determined and checks made to ensure that the operation of any opening light will not be impeded by plaster, render or tiles, etc. A window or doorset with a check reveal it is a good idea to remove an internal architrave from the window or doorset, to be see exactly how deep the reverse brick detail really is and to identify how much of the outer frame can be put behind in the width. A hole should be drilled through the head of the existing box frame to ascertain the maximum height the window or doorset can be put behind the brick. Quite often this differs greatly from the width. If the rebate is sufficient, a 12 mm minimum overlap per side should be allowed. A deeper outer frame might be needed to allow opening out lights to adequately clear the masonry.
Q. How should my enhanced home door be installed?

A.

  1. Wherever practicable all four sides of the frame should be secured as follows.
    1. Corner jamb fixings should be between 100 mm and 150 mm from the external corner.
    2. No fixings should be less than 100 mm from the centre line of a mullion or transom.
    3. Intermediate fixings should be at centres no greater than 600 mm.
    4. There should be a minimum of two fixings on each jamb.
    5. On windows and doorsets over 1 800 mm wide, central head and sub-sill fixings should be provided.
  2. Installation: Windows and doorsets should be installed plumb and square within the aperture, without twist, racking or distortion of any member in accordance with the manufacturer’s recommended tolerances, to operate correctly after installation and in accordance with the surveyor’s instructions.
  3. Frame Placement: Replacement windows and doorsets should generally be positioned to minimize the amount of making good, taking into account the following points.
    1. The new frame should bridge the DPM. Any damaged DPM should be repaired.
    2. The frame should be set as far back in the reveal as is feasible for better weather performance.
    3. The correct movement gap should be provided.
    4. New Build the position of the window or doorset within the reveal is normally agreed at the time of original design and the installation should be in accordance with the agreed design.
  4. Open Cavities: Open cavities discovered between inner and outer skins of brick or blockwork should be bridged or closed with an insulating material. Care should be taken to maintain the integrity of the DPM, and adequate purchase for fixing screws should be ensured, if need be with extended fixing lugs.
  5. Installation Packers: Installation packers should be used adjacent to fixing positions to prevent outer frame distortion during installation. Installation packers should be resistant to compression, rot and corrosion. They should span the full depth of the outer frame. The fixings should be tightened so that the frame is held securely against the packers. Over-10 tightening can lead to distortion and should be avoided. Some lugs need to be packed off the substrate to prevent distortion. Where enhanced security is required, additional packers might be necessary adjacent to hinge and locking points.
  6. Finishing: Debris or contaminants should be removed and any drainage paths should be cleared. Internal reveals should be made good as agreed, ready for the purchaser to redecorate if necessary. Any materials such as trims or sealant should not be applied on top of loose material. Protective tapes should be removed as soon as practicable, as ageing of tapes can cause difficulties in removal. Refer to the manufacturer’s guidance. Sand and cement should not be used to fill the gap between the outer frame and the substrate except for backfill for steel windows, nowadays usually limited to windows in stone surrounds or interior fair-faced brick and concrete. Where the replacement product has a smaller front to back dimension than the original, then there might be a mastic and/or paint line visible on the substrate which should be removed as much as practicable or covered with a trim. The method of, and responsibility for, repair to any render should be as agreed with the purchaser.
Q. What’s the best way to seal the frame of my enhanced home door?

A. The purpose of perimeter sealants is to repel water and prevent air leakage in the face of differential movement between the aperture and the window or doorset. Suitable sealants exhibit and retain flexibility and adhesion over this period. The movement class for the sealant will depend on the substrate material, the frame material and the dimensions of the joint between the frame and the opening. Other considerations include:

  1. Sealants should be tested and classified in accordance with BS EN ISO 11600. Unless an unusual and specific known requirement determines otherwise, they should be of low modulus and high elasticity, with movement capability of at least 20%.
  2. Sealant Backing: The sealant should be applied against a firm backing so that it is forced against the sides of the joint during application. To avoid failure in service, the sealant should not adhere to the backing because this would restrict the lateral movement of the joint. These recommendations can be achieved through the use of a closed-cell, oversize circular foam strip. For aluminium framed windows and doorsets, recommended best practice is to have an insulating fill inserted or injected wherever practicable around their full perimeter behind the external seal between frame and structural opening.
  3. Trims & Pressings: All trims should be compatible with the material of the frame and should be colour matched where specified. Finishing trims, where used externally, should be good exterior quality materials used in accordance with the manufacturer’s instructions.

Payment & Delivery

Q. How do I pay for my door?
Q. Can I order online or phone?
Q. After ordering how long does it take for the delivery date to be confirmed?
Q. Is delivery free?
Q. What happens after I’ve placed my order?
Q. What happens if I’m not happy with the service?
Q. How do I pay for my door?

A. 50% down payment is required with your order, with 50% payment required on completion. Finance is also available through our FCA certified third party finance provider. Further information is available upon request.

Q. Can I order online or phone?

A. Yes, you can initiate a customer enquiry through one of the following website:

www.dortechdoors.co.uk

www.dortechdirect.co.uk

www.dortech.co.uk

Once you have completed an online questionnaire, one of our agents will make contact with you, using the contact details you provide, to run through your requirements.

Q. After ordering how long does it take for the delivery date to be confirmed?

A. Although our enhanced home door is a bespoke product, manufactured to your requirements, it can be delivered in as little as 6 weeks to 8 depending on the options that you have selected.

Q. Is delivery free?

A. We can deliver your new Enhanced Home Door for free within a 50 mile radius of our Huddersfield factory (HD2 1FA). Deliveries outside this area are chargeable and do vary depending on location. We would recommend calling our customer services team on 01484 411357 for further information.

Q. What happens after I’ve placed my order?

A. On receipt of your order, you can expect an email, or written confirmation of your order requirements. Once manufacture starts here in our West Yorkshire factory, we will provide you with a further update and schedule a delivery/installation timeslot that is convenient for you. Feel free to contact us at any stage to check on the progress of your door.

Q. What happens if I’m not happy with the service?

A. Please refer to the customer complaints section of our terms and conditions.

Cleaning & Maintenance

Q. Is there any adjustment for when the door expands and contracts?
Q. Does the door need to be serviced to keep its warranty?
Q. Is the door further enhanced if close to sea and if so, what guarantees are provided?
Q. What’s the best way to maintain my door?
Q. How should I clean my enhanced home door?
Q. Is there any adjustment for when the door expands and contracts?

A. Yes there is some adjustment in the hinges and lock keeps. If required, instructions can be requested through our customer services department. Most adjustments can be made very easily, with an alum key.

Q. Does the door need to be serviced to keep its warranty?

A. We would recommend all our door products are maintained in accordance with the maintenance instructions provided at the point of purchase.

Q. Is the door further enhanced if close to sea and if so, what guarantees are provided?

A. The door paint finish and ironmongery is already marine finish as standard, so you don’t need to worry about degradation of finishes if you live within close proximity to the sea.

Q. What’s the best way to maintain my door?

A.

  1. Doors should always be opened and closed in accordance with operating instructions. If you have misplaced the operating instructions, please contact us and we’ll be happy to replace.
  2. Hinges and locking mechanisms should be lubricated periodically to minimize wear and to ensure smooth operations.
  3. In carrying out regular maintenance outside, the internal surfaces are frequently neglected. After a period of time, grime and deposits from tobacco smoke, coal and oil fires, etc., can discolour the inside of the window frame and it is recommended that these should be cleaned regularly. Due to the marine coating on your door, would recommend a monthly cleaning interval.
Q. How should I clean my enhanced home door?

A.

  1. Wash down with clean warm water containing a non-alkaline liquid detergent (in a concentration which can be handled safely with bare hands) using a non-abrasive cloth, sponge or soft bristle brush. This will remove grime, grease and any excess chalking. All ridges, grooves, joints and drainage channels where salt or other deposits can collect should be well washed out, thus preventing corrosion sites from occurring!
  2. Rinse thoroughly with clean water.
  3. Dry using a soft cloth or leather.
  4. Where a reduction in gloss is observed, chalking is evident or excessive staining has occurred, then an approved renovating cream may be carefully applied with a nonabrasive cloth.
  5. Care must be taken not to abrade sharp corners of section or aris of beads too heavily where the paint film is normally thinner, and it should be remembered that this operation should not be carried out too frequently.
  6. Polish with a soft cloth to restore gloss and colour uniformity.
  7. For extra protection a wax polish can be applied once or twice a year again polishing with a soft cloth to restore glass.

Other

Q. Are Dortech Enhanced Home Doors security tested?
Q. How many keys does my door come with?
Section
Q. Are Dortech Enhanced Home Doors security tested?

A. Dortechs Enhanced Home Door is security tested to Q-Mark standards. Q-Mark accreditation is a recognised Secure by Design accreditation (PAS24:2012 for Windows and Doors). Secured by Design has been developed by the Association of Chief Police Officers Crime Prevention Initiatives (ACPO CPI Ltd) and is the group name for a number of national Police projects focused on the design and security for new and refurbished homes, commercial premises and car parks, as well as the acknowledgement of quality security products and crime prevention projects. The principles of the scheme have been proven to reduce the risk of crime and the fear of crime.

In essence this is your guarantee that the production of the door you are purchasing is being monitored by a UKAS accredited certification body to ensure compliance with PAS 24:2016 Enhanced security performance requirements for doorsets and windows in the UK. External doorsets and windows intended to offer a level of security suitable for dwellings and other buildings exposed to comparable risk and the specific and the relevant material specific standard for general performance referenced in BS 6375 Parts 1, 2 and 3.

Further information about Dortech accreditation can be found here: https://www.bmtrada.com/

Q. How many keys does my door come with?

A.

Connexis Smart Lock: 3 electronic fobs will be delivered with your doors. Others canm be provided at a cost and are available through www.dortechdirect.co.uk.

Push/Pull Handle with high security lock: 5 keys are provided with your door upon delivery.

SMART Locks

Q. Yale Conexis L1 FAQ
Section
Q. Yale Conexis L1 FAQ

A.

Please refer to Yales Conexis® L1 FAQ’s here

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