Assessing the Damage
Before ordering a replacement, assess the full extent of damage. Check adjacent units for hairline cracks that may not be immediately obvious. Inspect the frame for distortion — impact hard enough to break glass can also damage the frame, especially in uPVC and timber systems.
Note whether the broken unit is toughened or laminated. Toughened glass will have shattered into small cubes. Laminated glass will be cracked but held together by the interlayer. This tells you what specification to order and whether the replacement needs to meet safety glass standards.
Safety Glass Requirements
Building Regulations require safety glass in critical locations: all glass in doors, glass within 300mm of a door edge, glass below 800mm from floor level, and glass in windows where the cill is below 800mm. If the broken unit was in a critical location, the replacement must be toughened, laminated, or toughened-laminated to BS EN 12600.
Even where not legally required, consider recommending safety glass for ground-floor windows, children's rooms, and any location where repeat breakage is possible. The cost premium is modest and it's a genuine safety improvement.
Boarding and Temporary Measures
If the window is boarded while awaiting replacement, advise your customer on insurance documentation. Most home insurance policies cover accidental glass breakage — the customer should photograph the damage and report it to their insurer before replacement. Many insurers have preferred glazier schemes, but the customer can usually choose their own installer.
Ordering the Replacement
Provide accurate measurements, specify the glass type (clear, Low-E, tinted, obscure, safety), and note whether Georgian bars or other decorative features need replicating. If the existing undamaged pane has a Low-E coating (visible as a slight colour tint when viewed at an angle), specify the same coating on the replacement to maintain consistent appearance across the elevation.