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Our processes

CR Smith delivers window and door replacement programmes with precision, transparency, and tenant-first care.

Our structured five-stage approach is designed around the operational realities of social housing. Minimising disruption, maintaining full compliance with Scottish procurement requirements, and helping clients meet the 2032 EPC Band B standard.

Customer engagement

We prioritise direct, respectful communication to maximise access and tenant satisfaction.

  • Personal contact: Phone, SMS, and email—no generic letters.
  • Minimum three attempts plus doorstep visits if needed.
  • Co-branded letters and 24-hour reminders.
  • Tailored support for vulnerable tenants.

This approach consistently delivers high engagement and smooth access.

Upgraded Clydebank home with new white reversible windows and Georgian PVC door by CR Smith.

Survey

Fast, accurate, and digitally managed surveys ensure readiness and compliance.

  • Mobilisation within 5–10 days
  • Digital capture of measurements and risk assessments
  • Property-specific drawings for consistent installation
  • Pilot property process to validate specifications

All data is tracked via our CRM, ensuring full visibility and control.

External view of terraced properties | Maryhill 002 social housing

Quality control

We maintain full control over product and installation quality through vertical integration and accredited systems.

  • ISO 9001-accredited manufacturing and installation
  • Critical-to-Quality checks at every production stage
  • Daily H&S audits using Safety Culture software
  • Project Manager audits during installation providing report using iAuditor

Feedback loops and training ensure continuous improvement across all teams.

External view of rosewood windows - kingdom group social housing

Sign-off

Structured inspections and tenant engagement confirm quality and satisfaction.

  • Project Manager audits post-installation using iAuditor
  • Tenant satisfaction survey on every property
  • Digital sign-off with photos and feedback
  • Tenant demonstration and manuals provided
  • Follow-on trades coordinated as needed

This ensures consistent, high-standard completions.

External view of semi detached home in East kilbride - social housing

Aftercare support

Responsive, transparent aftercare protects tenant wellbeing and client reputation.

  • Courtesy calls post-installation
  • Service visits: 24h for emergencies, 3 days urgent, 10 days standard
  • CRM-tracked workflow for full visibility
  • Dedicated snagging team and rapid in-house glazing

Weekly and monthly KPI reports provide clear performance insights.

Key programme metrics

01.

Mobilisation within 5–10 days of appointment

02.

24-hour emergency aftercare response

03.

Digital sign-off with photographs on every property

04.

Tenant satisfaction survey on every installation

05.

Weekly and monthly KPI reporting

Our window range for social housing

View our windows

Procure through a national framework

Our frameworks

Our sustainability credentials

View credentials

Don’t just take our word for it…

The service provided by CR Smith has been excellent the project was completed on time and within budget, with feedback from tenants being very satisfied with the product, staff, and the installation teams.

Bill Black, Asset & Maintenance Manager, Wellhouse HA

CR Smith has provided a great service at every stage, taking great care to provide accurate information during the survey phase, keeping us up to date during the manufacturing stage and working with us to agree on the installation programme.

Bryan Livingson, Asset Strategy Manager, Kingdom HA

CR Smith’s approach to working with our tenants and working within their homes has been excellent. They managed and progressed the contract works professionally and efficiently. From the planning stage through to final install, communication has been excellent and works were carried out with minimum disruption, to a high quality and with high levels of satisfaction.

Margaret Brownlie, Depute Chief Executive Officer, Spire View HA

I will forever sing the praises of CR Smith. One of the easiest contracts we have had. Office staff were amazing and the amount of positive feedback we have had from our tenants has been fantastic.

Rae Connell, Asset Management Assistant, Clydebank HA

Service to the association and its residents has been excellent. The experience of CR Smith meant that the practical challengers of replacing windows in Victorian tenement flats were dealt with by the on-site team and resolved as the contract progressed.

Gordon Barbour, Project Manager, Maryhill Housing

Ready to work with us?

Looking to procure through a framework or want to learn more about our services?

Contact our team for a tailored solution.