The dispute resolution experts at Dispute Assist have reported welcoming a flurry of new fenestration businesses: 25% of the firm’s client base is now linked to the sector, including Tru-Plas, 5 Star Windows and Conservatories, and Thermal Home Improvements. According to representatives of Dispute Assist, fenestration businesses are increasingly turning to alternative dispute resolution (ADR) methods like mediation, arbitration and expert determination to settle disputes instead of going down the traditional court action route.
Last year, 8% of all disputes resolved by Dispute Assist involved businesses within the fenestration sector. Workmanship was a key issue, according to representatives of Dispute Assist, accounting for 76% of the disputes that arose in relation to windows and doors, and 66% of disputes involving conservatories and orangeries.
By optimising ADR methods, businesses can achieve resolutions with customers that are cheaper, quicker and less stressful than going through the courts, say representatives of Dispute Assist. “Glazing businesses work hard to build a good reputation but disputes are commonplace throughout this industry,” Tracy Dilworth, Dispute Assist’s senior dispute resolution officer, explained. “By utilising ADR services to their advantage, businesses can ensure they protect themselves and their customers if issues arise.
“Offering Dispute Assist as part of a service contract offers customers peace of mind that they will be listened to if issues arise further down the line, and it advertises to prospective clients that customer service is prioritised by a business. Having an ADR provider lined up also means glazing professionals can access resolutions quickly and at no extra cost, enabling them to get on with their work.
“Glazing continues to be an important sector to us, and the data we are able to collect from resolving complaints, disputes and claims will allow us to provide invaluable industry insight that enables businesses to achieve higher levels of customer satisfaction.” Dispute Assist is the dispute resolution arm of QASSS, a UK resolution services provider to the home improvement and renewable energy markets.
