We had new windows and doors installed just under a year ago, with all under warranty for 2 years minimum. Last Wednesday the lock on our front door failed meaning myself, wife and 18 month old child were unable to get into our home. After trying to contact Anglian for advice on what to do to ensure we were abiding by their warranty conditions, we were advised by an automated message to send an e-mail. The e-mail was sent and an automated response received of 'we will be in touch within 5 working days'.... not helpful in trying to gain access to our home or possessions. Luckily, due to the warm weather, we had a rear window open. Therefore we had to borrow a ladder from a neighbour to climb through and open the door from the inside.. allowing us to stay in the family home. Roll on 24 hours, no response from Anglian and unable to get out of the front door we called an independent locksmith to come and change the lock. Due to our garden having a number of steps, it is very difficult for us to get the pram in and out and around the side. The locksmith came and replaced the lock for £100, giving us access again from the front. The following day we received an automated text from Anglian to say they would be out the following Thursday to 'inspect' the lock... a week after raising the issue - imagine we had not had a rear window open, we would have not been able to get into our house or access our possessions for a week, all to just abide by Anglian T&C's! We then contacted Anglian to advise an engineer was not required and we would like to claim the money back from the locksmith under our warranty.. 2 days of numerous calls and e-mails to their 'customer service' team we have been advised there is nothing they can do as it is not part of their T&C's, but they do understand our frustration..... imagine being on a second floor, living in a flat, with only front door access and then told you have to wait a week to get access to your home and any costs are not reimbursed. We have spent over £6k with this company, and referred over £10k's worth of business through family and friends and have been treated with no care at all. I would recommend you avoid if not for the fact the lock broke after less than a year, but for the fact that their customer service is non-existent! Also will add we didn't receive a referral bonus as was passed the details to the sales rep direct rather than completing the form on the website - laughable