Coronavirus (COVID-19)
Frequently Asked Questions


At Ventrolla, safety is our number one priority. We remain committed to the procedures that we have put in place over the last year. These enable our survey and installation teams to provide our window renovation services in the safest possible way, where Coronavirus restrictions permit.

Service Update

With variations in Government guidance for each of the UK’s countries, our services currently vary across the UK. Where possible, we are continuing with business as usual. For further clarification you can contact our Head Offices and we’ll be happy to advise. 

England & Wales 0800 0277 454 |  Scotland 0800 243 126

As we adapt to the latest Coronavirus measures we hope to limit the impact on our installation schedule, but we must advise that there may be some unavoidable changes. We assure you that we are doing our level-best to continue as planned with each and every project.

To assist us, if you have work scheduled in the coming weeks but are self-isolating, or shielding, please contact us as soon as possible.

Enquiry Update

Please note – our usual lead time to process your enquiry would be 2-3 working days from submission of this form or phone call. However, during these unprecedented times and the latest COVID measures we must advise that our lead time could be up to 10 working days.

We assure you that we value every customer that comes to us.

A member of our team will be in touch as soon as possible. Meanwhile, we’ve sent you an email confirmation with more details.

We thank you in advance for your patience and understanding.

This page is designed to answer many of the questions you may have. For any other queries, don’t hesitate to get in touch at

Reviewed & Updated 22nd December 2021

I have work scheduled but I am self-isolating or shielding, what shall I do?

If you have work scheduled but are self-isolating or shielding, please contact us immediately on 0800 0277 454.

Now we’re in lockdown again, does this mean my work will have to be postponed?

As England, Wales and Scotland each have different measures in place, our service currently varies across the UK. If you contact our team, they will be able to advise, by area. England & Wales: 0800 0277 454, Scotland: 0800 243 126.

What guidelines have you followed to make sure you're 'Covid secure'?

We’re ‘Covid Secure’, as per all Government guidelines. We’ve spoken with The HSE (Health & Safety Executive), who have approved all measures we have put in place to keep both you and us safe. In line with this, we have also conducted our own Covid Risk Assessments.

How can I be sure all your team are following the same procedures?

Our Installers have been through a thorough a Covid Health & Safety Induction to ensure there are fully aware of their responsibilities. Installers will only attend your property if they feel well and are not showing symptoms such as fever, cough or a loss of taste or smell.

What if someone in my household has Covid symptoms or has been asked to self-isolate?

If you have a survey or installation booked within the next two weeks, it’s very important that you advise us as far in advance as possible if anyone in your home has Covid symptoms, has had a recent positive test result or you’ve been asked to self‐isolate. This will enable us to offer you an alternative date for your survey or work to be carried out.

What if your Surveyor or Installer falls ill in my home?

If anyone feels ill whilst on site they have been advised to leave immediately and seek a test. This may mean we need to make last-minute changes to our installation schedule, but we hope you understand, this is for the safety of us all.

What PPE have your teams been issued with?

Our Surveyors and Installers will come fully prepared to all homes and sites, with their Personal Protective Equipment (PPE). These include face coverings, hand sanitiser and they have spray bottles with disinfectant to ensure all equipment and working areas in your home are cleaned down at the end of each day.

What PPE will the Installers be wearing?

They have a face visor for when they first arrive to site. They are encouraged to ensure 2-metre distance where possible and have any discussions with customers outside (weather permitting) or inside but open windows to ensure good ventilation.

What if a 2-metre distance isn't possible when your team are in my home?

All staff are informed to ensure they maintain a 2-metre distance wherever possible. If they cannot achieve this, then they must wear a face covering when in close proximity to customers or one another. When our Installers need to speak with you, they have been advised if possible to speak outside the property or next to an open window in a well ventilated area.

Can I offer your team a cup of tea, and can they use my bathroom?

We have encouraged them not to accept teas, coffees food from households. If you are happy for them to use the toilet, they will use their own cleaning equipment to wipe down all surfaces after use.

Is there a maximum number of people allowed in the property at one time?

No – there’s no maximum. Our teams are working in ‘bubbles’ but even if we need two ‘bubbles’ on one job, we’re encouraging installers to work with their team mate when they have to be within 2-metres of each other. In this situation they will also wear face coverings.

Will these new safety measures mean that jobs take longer?

Our teams are used to wearing PPE as we already work with lead as part of our job. So there’s no reason why the new procedures should slow things down.

After the national lockdown, what happens if there are further local lockdowns near your site, your employees’ homes or my home?

Moving forwards, we will monitor local lockdowns in the UK to ensure customer and installer safety. This may mean we need to make last-minute changes to our installation schedule, but we hope you understand, this is for the safety of us all.

I’ve recently travelled abroad – what are the rules?

If you have an installation booked within two weeks of your return from a trip abroad – to any destination – you have an obligation to notify us at the earliest opportunity. This is to ensure the most recent government guidelines are followed for the safety of our teams, their families and subsequent customers that they may be visiting. Please be aware that this – along with other situations caused by Coronavirus – may cause delays to your work, but we cannot compromise where safety is concerned.

What do I need to do before your team visit?

On the day of your planned work, you have a responsibility to ensure our team have a clean and clear room to work in. You and any members of your family must also remain in a different part of the property for the duration of our team’s visit, to allow for social distancing.

Are the new procedures running smoothly so far?

You may be reassured to read that we received a 5-star review for the first job we completed in lockdown:

5-star customer review on Trustpilot relating to Coronavirus COVID-19 Installation

Thinking about booking a survey? Contact us below or visit our product and services pages for more information.