Rockdoor offers one of the most comprehensive guarantees in the composite door industry. But there’s a critical detail that most homeowners don’t discover until something goes wrong: the Rockdoor guarantee doesn’t sit with you. It sits with the company that supplied the door.
That distinction matters more than anything else in this guide. If your installer goes out of business, your Rockdoor guarantee goes with them — regardless of how many years are left on it. This is why choosing the right installer is just as important as choosing the right door, and it’s why we’ve been fitting Rockdoors for over 15 years.
We’ve handled everything from faulty glass units and failed locking mechanisms to complete door slab replacements under the Rockdoor guarantee. This guide explains exactly what’s covered, what isn’t, how the claims process actually works, and what you can do to protect yourself.
What the Rockdoor Guarantee Covers
Rockdoor’s guarantee is split across different components, each with its own coverage period. Here’s the full breakdown:
10-year guarantee:
- Door slab (the door leaf itself) — white and coloured finishes
- Outerframe
- Double-glazed unit
5-year guarantee:
- Sideframe profiles and sideframe glass
- Locking mechanisms (multipoint lock, hooks, bolts)
2-year guarantee:
- All door furniture (handles, letterplates, knockers, numerals, hinges)
£2,000 lock snapping security guarantee:
- Covers forced entry through lock snapping on doors ordered after 1st February 2020
- Must be fitted by a Rockdoor Trusted Installer
- Must be deadlocked with keys removed from the internal cylinder
- Claim must be made in writing within 28 days including a police crime reference number
These are solid coverage periods. The 10-year guarantee on the door slab and glazing unit is among the best in the industry, and the £2,000 lock snapping guarantee demonstrates genuine confidence in the security of their TS007 3-star cylinder locks.
The Critical Detail: Who Holds the Guarantee?
This is where most homeowners get caught out.
Rockdoor’s guarantee lies with GAP Ltd’s direct customer — that’s the company who bought the door from Rockdoor (or their parent company GAP). In most cases, that’s your installer. It is not a guarantee between Rockdoor and you as the homeowner.
What this means in practice:
- If you need to make a claim, you contact your installer, not Rockdoor directly.
- Your installer then deals with Rockdoor on your behalf — providing photos, the door’s serial number, and details of the issue.
- If your installer has closed down, been dissolved, or simply stopped trading, Rockdoor has no contractual obligation to deal with you as the homeowner. Your guarantee effectively ceases to exist.
This isn’t unique to Rockdoor — most composite door manufacturers structure their warranties this way. Solidor, Endurance, and GRP brands work similarly. But it’s something that’s rarely explained clearly at the point of sale, and it catches people off guard when they need help years later.
We hear from homeowners in this situation regularly. They’ve had a Rockdoor fitted by a company that’s since disappeared, something has gone wrong with the door, and they’ve contacted Rockdoor directly only to be told that the guarantee sits with the supplier. It’s frustrating, and we understand why people feel let down.
What Happens If Your Installer Goes Bust?
If your original installer is no longer trading, your options are limited:
The Rockdoor guarantee is effectively void. Rockdoor will only process claims through their direct customer (the supplier). If that company no longer exists, there’s no route to claim.
Insurance-backed guarantees (IBGs) offer limited protection. Many installers provide an IBG through their Certass or FENSA registration, which is supposed to protect you if the installer ceases trading. In practice, IBG cover is limited in scope and can be difficult to claim against. It’s an additional layer of protection, but it shouldn’t be relied upon as your primary safety net.
You may need to pay for repairs out of pocket. If your door has a genuine manufacturing defect but your installer has gone, you’ll likely need to find another installer to diagnose and fix the problem at your own cost.
Another Rockdoor Trusted Installer may be able to help. We’ve been contacted by homeowners in this situation and can sometimes help with repairs, adjustments and replacement parts — even if we didn’t fit the original door. However, we can’t process a guarantee claim on a door we didn’t supply. What we can do is assess the problem, carry out any necessary repairs as a paid service, and source genuine Rockdoor replacement parts to get the door working properly again.
How the Claims Process Works
When the guarantee is valid and your installer is still trading, the process is straightforward. Here’s how it works from our experience handling claims over 15 years:
Step 1: You contact your installer and describe the issue.
Step 2: Your installer asks for photos of the problem and the door’s production number (a serial number stamped on the door, usually visible on the hinge side when the door is open).
Step 3: Your installer submits the claim to Rockdoor with the photos and serial number.
Step 4: Rockdoor assess the claim. In our experience, this is where Rockdoor genuinely excel. They’re one of the easiest manufacturers to deal with — a photo and serial number is usually all they need, and claims are processed without unnecessary pushback. We have a strong working relationship with their area sales managers and customer service team, and legitimate claims are resolved quickly.
Step 5: Rockdoor supply the replacement part or component to your installer, who then fits it.
The whole process typically takes 1–3 weeks depending on the component. We’ve had replacement glass units, door slabs, locking mechanisms and furniture all processed under guarantee without any issues. It’s one of the reasons we’ve stuck with Rockdoor for over 15 years — when something does go wrong (which is rare), they stand behind the product.
What Can Void Your Rockdoor Guarantee
The guarantee has conditions. If these aren’t met, Rockdoor can refuse a claim:
The door must be fitted in accordance with Rockdoor’s Five Star Installation guidelines. This means precise 4mm parallel air gaps all the way around the door slab, correct frame twist tolerances, and proper threshold and seal installation. A badly fitted door — even if the door itself is perfect — can void the guarantee. This is another reason why your choice of installer matters. We’ve seen doors fitted by other companies where the gaps are uneven, the frame is twisted, and the locking mechanism is under strain as a result. When those doors develop problems, the root cause is the installation, not the product — which is why Rockdoor only grants Trusted Installer status to companies that consistently meet these standards.
Modifications to the door void the guarantee. Cutting a catflap hole, drilling through the door slab, or fitting non-genuine components will invalidate the manufacturer’s warranty. If you need a catflap, it must be specified at the point of order so Rockdoor can build the door with the cutout during manufacture.
All service issues require photographic evidence and the door’s production number. Keep your production number somewhere safe — without it, processing a claim is much more difficult.
The door must be properly maintained. This doesn’t mean anything onerous — a wipe down with soapy water every few months and occasional lubrication of the locking mechanism is all that’s required. Neglect isn’t covered.
How to Protect Yourself When Buying a Rockdoor
Choose a Rockdoor Trusted Installer. This is a status granted by Rockdoor to installers who meet their standards for expertise and customer service. It’s not a guarantee of longevity, but it’s a meaningful filter. You can find your nearest Trusted Installer on the Rockdoor website.
Check how long they’ve been trading. A company that’s been fitting doors for 10+ years is statistically more likely to still be around in another 10 than one that started last year. We’ve been trading since 2010 and have fitted over 2,000 Rockdoors — our customers know we’ll be here when they need us.
Check Companies House. Search the company name on the Companies House register. Look at when they were incorporated, whether their accounts are filed up to date, and whether there are any red flags. A company with overdue accounts or frequent director changes may not be the safest bet for a 10-year guarantee.
Ask whether they use subcontractors. If the person who sells you the door isn’t the person who fits it, accountability is diluted. When something goes wrong, who do you call — the salesperson or the fitter? We handle everything in-house — from survey to installation — so there’s one point of contact throughout.
Ensure they’re Certass or FENSA registered. This means every installation is registered with Building Control and comes with a compliance certificate. It also provides an insurance-backed guarantee, which — while limited in scope — is better than no backup at all.
Get a written quote with a full specification. Make sure the quote includes the door style, colour, glass design, hardware, threshold, cill, and frame colour. If it doesn’t detail these, you can’t hold anyone accountable for what turns up on installation day.
The £2,000 Lock Snapping Guarantee: What You Need to Know
Rockdoor’s lock snapping guarantee is a standout feature, but the eligibility criteria are strict. To be eligible:
- The door must have been ordered after 1st February 2020
- It must have been fitted by a Rockdoor Trusted Installer
- The door must have been deadlocked (turned with the key, not just pulled shut on the latch) with the keys removed from the internal side of the cylinder
- You must report the break-in to the police and obtain a crime reference number
- A written claim must be submitted to Rockdoor within 28 days of the break-in
- The snapped lock must be returned to Rockdoor for inspection
- Only one claim per installation is permitted
If all conditions are met and Rockdoor’s investigation confirms the lock failed due to forced entry, they’ll pay £2,000. The key point most people miss is the deadlocking requirement — if you just pull the door shut on the latch without turning the key, the guarantee doesn’t apply. Always deadlock your door.
For more on how Rockdoor’s lock system works and how it compares to alternatives, see our complete cylinder lock comparison.
Frequently Asked Questions
10 years on the door slab, outerframe and double-glazed unit. 5 years on sideframe profiles, sideframe glass and locking mechanisms. 2 years on door furniture (handles, letterplates, hinges). There’s also a £2,000 lock snapping guarantee on doors ordered after February 2020.
The guarantee sits with the supplying company, not the homeowner. If you sell your house, the new owner would need to contact the original installer to make any future claims. In practice, this makes the guarantee non-transferable in any meaningful sense.
Contact Rockdoor directly to explain the situation — while they’re not obligated to help, they may be able to advise. You can also contact another Rockdoor Trusted Installer (like us) for repairs or adjustments as a paid service. We stock genuine Rockdoor replacement parts and can diagnose and fix most issues.
All three brands offer similar guarantee structures — 10 years on the door slab, shorter periods on hardware and furniture. The key difference isn’t the guarantee terms — it’s who holds them and how easy claims are to process. In our experience, Rockdoor are one of the most straightforward manufacturers to deal with on warranty claims. For a full brand comparison, see our Rockdoor vs Solidor vs Endurance guide.
No. Claims must go through the company that supplied the door. You cannot contact Rockdoor directly as a homeowner and process a guarantee claim — they will refer you back to your supplier.
Incorrect installation (not meeting Rockdoor’s Five Star guidelines), modifications to the door slab (catflap holes, drilling etc.), fitting non-genuine replacement parts, and failure to maintain the door. The door must also have been fitted by a Rockdoor Trusted Installer for the lock snapping guarantee to apply.
Get a Rockdoor With a Guarantee You Can Actually Use
The best guarantee in the world means nothing if the company behind it isn’t around to honour it. We’ve been fitting Rockdoors since 2010, we’re a Rockdoor Trusted Installer, and we’re Certass registered with insurance-backed guarantees on every installation.
Every door we fit is registered, documented, and backed by a company that’s been trading for over 15 years. When you need us — whether that’s next week or in 2036 — we’ll be here.
Get a quote or call us on 0800 690 6870.
Jim and Josh are a father-and-son team running Very Secure Doors from Derbyshire. They’ve been fitting Rockdoors since 2010, are a Rockdoor Trusted Installer, and have fitted over 2,000 doors across the Midlands.
