Help with scratched windows - New build

[Lucas]

Hi guys!
I would appreciate your help and advice.
Here is the story:
Bought the flat from Crest Nicholson and during visits prior to completion I've noted few scratches on windows so they promised to fix them. At the completion I've noticed that some were fixed but there are many more and checked all windows with the site manager. They promised to book a specialist who will remove the marks.
Most of the scratches are quite long and some of them a really, really deep so must have been made with some force. One of the panels is basically scratched on, literally, whole surface, as if it was made with by wolverine using sandpaper.

The specialist came and did what he could during the day. But some scratches are too close to the frame to be fixed and some are too high, so he couldn't reach with the machine.
He also said that he won't be able to fix scratches on the outside of those panels which are not reversible.
Site manager told me they can book the specialist for one more day to fix whatever can be fixed (i.e. except all those unreachable places, outside, too high and too close to the frame). So that would be the end of the road for me I have to live with whatever is left.

They also offered me an inspection during which the glazing will be checked according to the regulations (i.e. glass should be viewed in daylight from within the room and at least 2m from the panes facing the glass.). But then there is no guarantee that everything I can see, they will make note of.
I've been also told that some panels can't be replaced anyway, so they not sure if there is anything they will be able to do.

So here is my dillema, go and try to fixed whatever I've pointed out to them, except the 'unreachables' or risk a subjective inspection. Does anyone know how those inspections are carried out?

Will I be able to point the scratches to them or they will just have a 'fresh' look and will make note only if they spot something? Also my concern is the background colours (i.e. sky, clouds, water etc) which can change the perception and make some scratches, even big and deeps ones, invisible.
Another question is what actions they can take after such inspection? Are they obliged to replace the whole glass/panel or they can just ask the specialist to polish it?

As you can imagine it's quite frustrating. How and why one can do so much damage to brand new windows is beyond me. And it wouldn't require too much effort to avoid this issue and the whole cost of putting it right.
Thank you for all your help and suggestions.

[New Home Expert]

Typical housebuilder and typical Crest Nicholson - why replace damage component when you can part bodge or repair it!

Ask yourself if you would put up with any scratches on a brand new car?  Of course you wouldn't!

The problem here is the glass used by most housebuilders is cheap Eastern European glass that is softer and more easily scratched.  They can hide behind the Glass and Glazing Federation guidlines and the NHBC "A Consistent  Approach to Finishes" which states:

GLAZING  1.2 - S5 Glass shall be free of undue defects.
The following are acceptable if they are neither obtrusive nor bunched:

• bubbles or blisters
• hairlines or blobs
• fine scratches not more than 25mm long
• minute particles

The above does not apply within 6mm of the edge of the pane, where minor scratching is acceptable.
Commentary
- glass should be viewed in daylight from within the room and at least 2m from the panes (3m for toughened, laminated or coated glass) facing the glass.

Obviously on a sunny day the scratches may be more likely to be visible than on a cloudy day.
As for scratches to be inaccessible, how are the windows to be cleaned?  Why cant scaffolding be re erected.
As for some of the panels cannot be replaced anyway" you have better hope they never get broken then!

Clearly you are being misled to put it mildly.
Any glazing specialist or inspector will no doubt be conservative on what should be done, and what can be done (cheaply) to resolve this, especially if Crest are paying for their time and report!

As for the cause of the scratches:
1) Protective film should have been put on the glass at the factory (but this would have cost Crest Extra!)
2) I suspect your home is rendered and the scratches are from the cleaner removing splashes off the glass.
3) They can also be caused by the painter using glass paper on frames or walls or the cleaner using a blade to get paint off the glass.

All in all your problems are due to a general lack of care in building your home.
Exactly what you would expect from a  4 star rated housebuilder!
In all likelihood scratched glass wont be your only problem!

[Penny]

It is possible to get glass polishers who can repair scratches and all sorts making them look like new again (even for older glass).  For example clearallrepairs.co.uk then I'd suggest you get them to bill the builders!

[New Home Expert]

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