Window won't stay open? Plan a sash and balance assessment

Describe the movement, not a guessed part

A sash is the framed section containing the glass. This guide concerns windows that slide vertically: a double-hung window has two movable sashes; a single-hung window has a movable lower sash. A side-hinged window with a crank needs a different assessment.

Explain whether the upper or lower sash slipped, dropped suddenly, or appeared crooked during its last use. Mention difficulty closing or locking separately. There is no need to operate it again to answer these questions; 'I don't know' is more useful than an unsafe test. Keep people clear of an unstable sash. If it is stuck open, say so when arranging help.

The balance, its connection and the sash are separate questions

For example, Pella's Reserve Traditional double-hung specifications describe block-and-tackle balances connected to balance shoes, which connect to the sashes. That is a particular hardware design, not a parts description for every hung window.

Andersen provides a balance-and-shoe replacement guide for its E-Series double- and single-hung windows. It demonstrates that those components can be serviced on covered products; it does not diagnose your window. Ask the repairer to identify the system and inspect its connections, the sash and the surrounding frame before ordering parts.

The Andersen guide also warns of high tension in the balance shoes and the weight of window components. Leave tilting, unhooking, spring work and sash removal to the appropriate professional.

Gather identification without opening the window

Look for purchase paperwork or a previous repair invoice. Photograph a visible brand mark or glass etching only if it is readable from a safe indoor position without moving the sash or climbing. Let the repairer find inaccessible labels.

Andersen explains that its glass etchings can identify manufacturing dates and glass details useful for replacement-part inquiries. The date may reflect a replacement sash rather than the original window, so the age of the house is not a reliable substitute. A photo is helpful even when you cannot decode the marking.

Ask what the proposed repair includes

Request an explanation of whether the proposed work concerns a hardware connection, compatible replacement components, the sash itself or the wider window assembly. If full replacement is recommended, ask what condition or parts limitation makes a smaller repair unsuitable. Include any known glass damage or water entry as separate concerns.

For a scope review, send Coast & Craft:

• The room, floor and number of affected windows, plus an indoor overview photo.
• Any accessible identification and whether the upper or lower sash moved.
• What happened during normal use, including any recent cleaning or repair, without repeating it.
• Whether it is currently open or closed, any known locking problem, and rental or building-access requirements. The scope and any need for a window specialist must be confirmed before work is agreed.