Glazing specialists Balhousie has been named as Which? Trusted Trader of the Month for February 2025.

The company, based in Perth, Scotland, showed outstanding examples of charity work and donations, as well as investing in their own young talent to ensure future success and top-quality service.

We spoke to Jane Bertie, finance director at Balhousie, to learn more about the company’s journey, and what it means to be a Which? Trusted Trader. 

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Over three decades of stellar customer care

Balhousie was founded in 1993 by two local tradesmen - Malcolm Sweeney, an experienced glazier, and Drew Hay, a joiner and window-fitter. 

‘In the early days, the company glazed windows and doors for a national housebuilder and installed the odd replacement window,’ says Jane. ‘Due to its high quality of workmanship, the company’s reputation grew extremely quickly, and soon employed two more joiners to help meet the ever-increasing order book.’

‘Over 31 years of trading, the company has steadily grown to a workforce of 23 and is known for its expert workmanship, quality products and excellent customer care in fitting a range of doors and windows.’

The team at Balhousie takes great care in every step of the customer’s experience, from first impressions, through the installation process and right to post-installation aftercare. And the company is looking to streamline and enhance the process even further:

‘In 2025 Balhousie is introducing a new piece of sales software to create a detailed digital quote in the customer’s home thereby enhancing the sales experience for the customer,’ says Jane. 

‘It will allow our sales consultants to show customers what their new windows and doors will actually look like on their property.’

Providing top-notch customer service is clearly at the heart of Balhousie’s ethos, as shown by its five-star customer rating (based on 22 reviews) on Which? Trusted Traders. It’s also recommended by 100% of customers.

One recent review reads: ‘From start to finish our experience of Balhousie was superb. There was no pushing us and the initial quotation and the information and advice we were given was excellent.’

Another says: ‘The workmen were friendly and communicative, explaining their intentions each day. They ensured there was minimal disruption and cleaned up before they left each day.’

Empowering the team to deliver great results

In 2018, Balhousie became an Employee Ownership Trust (EOT), meaning it is majority-owned by a trust set up on behalf of the employees. 

‘This decision ensured a succession plan for Malcolm and Drew, with Balhousie now being owned and run by the employees,’ says Jane. ‘As well as retaining jobs, employee ownership ensures that the business maintains its customer-centred values and ethos.

‘This model has empowered our team, fostering a culture of ownership, collaboration, and shared success. It has also enhanced our commitment to providing outstanding service, as each employee is invested in the company's success and the satisfaction of our customers.’

The Balhousie team has also had great success in its apprenticeship programme, with three apprentices becoming fully qualified in the last year, and two more in the pipeline to earn their qualifications. 

This commitment to nurturing the talent of tomorrow didn’t go amiss with our judges, with one saying: ‘The apprenticeship programme is something I really support; being able to train young apprentices to become fully qualified is such a good way to give back to the community. They've achieved a lot in the last 12 months!’

Commitment to the community

A standout feature of Balhousie was how it gives back to the community. We asked Jane about a piece of charity work she’s particularly proud of.

‘In December, we donated a substantial amount to the Perth Community Fire Station's Christmas Initiative, which aims to brighten the festive season for over 500 people in Perth, including 300 children who might otherwise wake up with little or nothing on Christmas morning,’ she said.

‘We also support a number of sporting associations including Jeanfield Swifts FC, Dundee Stars Ice Hockey Team, Glencarse Bowling Club and a children’s football team.

‘Going forward, Balhousie aims to continue its charitable donations and sponsorships to worthy local causes including Children's Hospices Across Scotland (CHAS) and our local Andy’s Man Club, which helps break down the stigma of men’s mental health.

‘Mental health issues are a significant challenge in the construction industry, affecting employee wellbeing, safety and productivity.’

One of our judges said: ‘I love how they give back to the local community, football team, local fire station and local food bank. I also like how the staff have individually supported the food bank, which shows how they all share the same values.’

Which? Trusted Traders endorsement gives customers confidence

The Balhousie team is loud and proud about being a Which? Trusted Trader, using the logo and endorsement throughout the customer journey to help provide confidence.

‘It was quite a rigorous process to become an accredited Trusted Trader but it has definitely been worth it,’ says Jane. ‘We operate in an industry which historically has a bad reputation, so our Which? endorsement gives our customers peace of mind that we are trustworthy, supply quality products and provide excellent customer service.’

‘This is the first time that Balhousie has won the Which? Truster Trader of the Month award and we are absolutely thrilled and honoured to have won!’

Balhousie’s Which? account manager, Dave Pope, added: 'The Balhousie team has impressed me with their attitude to customer service, and how well they use the Which? Trusted Trader endorsement throughout their customer journey to promote trust in their business.

‘They are deserved winners this month in what was another tough competition. Many congratulations!' 

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