Dear editor,
I came across a blog from West Yorkshire Joint Services recently, talking about the number of consumer complaints they receive about tradespeople, including window and door installation companies.
The numbers were concerning. In some areas, more than 10% of consumer complaints were related to home improvements. It shows that the poor perception homeowners have of the window and door industry is not completely unwarranted.
These stats were mirrored in the recent survey by Which? Trusted Traders that found trust in ‘Glaziers’ to be at 65%, compared to the 80% trust levels in electricians.
So, we need to work together to improve standards to give homeowners a better experience when purchasing double glazing. That’s one of the aims of the Certass Trade Association and it’s something that Certass has been working hard to drive forward too.
The 2015 Consumer Rights Act has given businesses a clearer outline of the standards that are expected by consumers, but the guidelines have a few grey areas when it comes to home improvements. The best thing for installers to do so that they don’t get caught out is to be part of a trusted installer certification scheme, like Certass, that not only proves their workmanship standards but also gives them access to free dispute resolution services should problems ever arise.
As for educating homeowners, we need to get the message out there that they should always be checking member directories to make sure that installers are what they say they are and aren’t just piggy backing on certification logos.
I’d be interested to hear if any installers have had issues with the Consumer Rights Act and if it’s something they need more help and advice on from us.
Jon Vanstone
Chair – Certass & Certass Trade Association
West Yorkshire Joint Services blog: www.wyjs.org.uk/trading-standards/services-to-business/training/consumer-rights-act-training/cra-blog/
