Secrets the experts don't want - Double Glazers · 2018. 8. 7. · Double Glazing & Conservatory...
Transcript of Secrets the experts don't want - Double Glazers · 2018. 8. 7. · Double Glazing & Conservatory...
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Secrets the experts don't want
you to know
Chris Haycock
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INTRODUCTION 5
BEFORE YOU BEGIN 6
Does it really need replacing? 6
Ensure that you are in compliance with Building Regulations 6
Replace multiple windows at the same time 6
Check if you are eligible for a government grant 7
CHOOSING A SUPPLIER/FITTER 8
Compare Quotes 8
Consider using local firms 9
Use only accredited suppliers 9
Avoid Traders who advertise with a mobile phone number 10
Learn the industry jargon 10
Be aware of traders falsely using logos 10
Don't always go with the cheapest quote 11
Seek out testimonials and previous customers 11
Ask For Recommendations 11
Prepare your Questions 12
THE VISIT 13
Understand the nature of the sales process 13
Don't be alone on the sales visit 13
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Be Aware of Sneaky Sales Techniques 14
VAT registered? 16
SIGNING THE CONTRACT 17
Know your rights 17
Check the warranty 17
Agree to a written contract only 17
Expect to Pay a Deposit 18
Protect your deposit 18
Only pay for work when complete 18
CONCLUSION 20
FENSA (Fenestration Self-Assessment Scheme) 21
Double Glazing & Conservatory Ombudsman Scheme (DGCOS) 21
Certass 22
GGF (Glass and Glazing Federation) 23
TrustMark 24
Network VEKA 24
Free quotes 27
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Introduction
Yes, you guessed it - the double glazing installation industry has a bad reputation for
cowboys, rip-offs and dodgy deals. Indeed, just 7% of consumers according to Which?
trust double glazing companies.
Horror stories have plagued the industry for years, thanks to the activities of a small but
prevalent minority of firms and individuals. It's true that almost every industry has its
own cowboys in similar numbers, but due to double glazing being a expensive,
high-value product, the negative publicity has tarnished the industry with a poor
reputation; justifiably so. As a result, consumers have become very wary of the sales
and marketing tactics used by even those firms that enjoy a impeccable reputation.
Across the home improvement and renovation industry, more than 106,000 complaints
are recorded by Trading Standards each year about rogue traders, leading to a loss of
£1.5 billion.
In this white-paper, we look at ways that you can ensure that you don't fall victim to
cowboy traders and fly-by-night firms that exist to rip you off, as well as ensuring that
you get good value for money. You're spending a small fortune on home improvements,
and no-one deserves to be out of pocket by these scoundrels.
It also outlines some ways to help you get the best deal, ensure peace of mind and the
secrets that the experts don't want you to know.
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Before you begin
Well before you begin talking to potential suppliers for your new double glazing or conservatory, it's worth knowing a few hints and tips that will help you to ensure your home improvement project is well planned.
Does it really need replacing?
Most people think that a broken or condensation-filled double glazing unit means that
the whole frame will need to be replaced with a brand new unit. However, that's not
always the case.
In some cases all that is needed is a new pane of glass, which will work out much
cheaper. In order to replace the glass, you'll need to know whether your window is
internally or externally beaded. Examine the frame and check where the beads meet
the inside of the frame, identifying whether there is a join.
It's relatively simple to replace a pane of glass, however, undertaking this job should
only be done by those competent (and confident) enough to do it. Get an expert in to
remove and replace the glass window if you're unsure in any way, or if you don't have
the full set of tools to do it.
Ensure that you are in compliance with Building Regulations
Fitting double glazing or building a conservatory means that you must meet and comply
with current Buildings Regulations standards, in order to meet government policy for
energy savings.
If you are thinking of undertaking work on this scale, then ensure that you hire a
company who is registered with a body that complies with Buildings Regulations.
When you sell your home you will need to provide your solicitor with a certificate from
the Local Authority Building Control that states that the work has been approved under
current Building Regulations.
Replace multiple windows at the same time
If you think that you may need other windows replacing in the near future, it makes
sense to replace as many as you can at the same time, as this will significantly reduce
the cost of overall installation. You may save hundreds or thousands of pounds by
replacing multiple windows at the same time.
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Check if you are eligible for a government grant
Installing double glazing windows is an expensive business, although the benefits of
doing should help you to reduce your annual heating and energy bill, in some cases up
to £300 a year.
The government-run Home Energy Saving Programme is designed to encourage
consumers make their properties more energy efficient, and as such may be able to
provide a grant to help you pay for any work undertaken.
Of course, it isn't available to everyone, although check to see if you may be eligible
under the following criteria:
You are claiming state benefits
You receive housing benefit
You are claiming DLA (Disability Living Allowance)
You are of retirement age
You have young children at your property
If you think you may be eligible for an energy grant, the government has provided a tool
that checks to see if you can claim. The tool can be found at http://bit.ly/1maF5Sk
Scottish consumers can take advantage of a scheme offered by the Scottish
Government. Loans are offered interest free to homeowners who want to improve the
energy efficiency of their homes.
Those with disabilities can also see whether they may qualify for help installling double
glazing. Get in touch with your local authority who will be able to point you in the right
direction to getting financial assistance.
In 2013 the government introduced a new 'Green Deal' scheme which helps consumers
find and make energy-saving improvements to their home, as well as providing some
financial support for those that qualify. See http://bit.ly/1maF5Sk for more details.
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Choosing a supplier/fitter
Choosing a reputable company to fit your conservatory or double glazing is probably at
the forefront of your mind. How do you ensure they are not going to rip you off? Am I
going to get a good deal? Will they end up going out of business and losing my deposit?
By following the advice below you can ensure that you avoid the pitfalls commonly
associated with dodgy dealers in the industry.
Compare Quotes You wouldn't shop on the high street without checking other retailers to see if you've
got the best price on that new TV, would you?
Neither should you do so when buying double glazing or a conservatory. This will give
you a range of prices that you should be paying. Often, consumers will speak to a
salesman and be tempted to agree to the first quote without hearing the others. Bear in
mind that (as with all high purchase goods such as vehicles, property etc) there are
some very smooth-talking salespeople who make it seem as though you'll miss out if
you don't sign up there and then. It's a widely used sales tactic called 'fear of loss',
making you feel as though this one-off offer has a deadline.
Always, always seek out alternative quotes before you commit to any work starting.
You inevitably won't get the best deal if you go ahead with the first quote. In addition,
mentioning that you'll want to see quotes from other companies will have the effect of
increasing competition, and perhaps savings of thousands of pounds from knowing that
they will be competiting for your business.
When asking for quotes, be as specific as you can, and set out a detailed, clear brief for
the work you require.
There are plenty of websites that allow you to compare quotes from reputable fitters,
including ours:
www.double-glazers.co.uk/quote
Our free and no-obligation service can help you to find and compare quotes from vetted
and accredited suppliers in areas local to you, as well as national firms, to ensure that
you get the best deal for your money. By allowing the firms to compete and outbid
each other, customers are often reporting savings of up to 75% by using a price
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comparison services such as ours.
Consider using local firms
You will be forgiven for thinking that using a large national double glazing company
gives you more peace of mind than a small local company who may fly under the radar
of regulations. However, this isn't always the case.
Which? researched and compared prices for similar products from both national
(Anglian, Everest, Safestyle & Zenith Staybrite) and local companies, and found that the
prices quoted by the larger national companies were typically higher than the small
independent firms.
In addition, two thirds of consumers who used local double glazing companies did not
experience any problems with the work undertaken. However, around half of all
consumers had problems with the national companies.
Local companies will also be very aware of their local reputation, and will want to
uphold this reputation in order to ensure word-of-mouth referrals.
Source: Which? http://bit.ly/1ILCYVh
Use only accredited suppliers
It is a good idea to hire a fitter that belongs to an official organisation that exists to
protect consumers. There are several schemes that double glazing companies can
register with to allow them to self-certify that the work they undertake complies with
building regulations.
These schemes were introduced by the government as an alternative to submitting an
official building notice. It also bypasses the need to get the work checked by a local
authority inspector, which can significantly speed up work required and reduce the cost
involved in fitting new double glazing or conservatories.
Often, these organisations will offer substantial benefits to member firms and their
customers.
Always check on the official website to see if the firm is a genuine member of the
organisation before you sign any contract.
Once you have a list of potential double glazing or conservatory firms that you want to
approach, check on each of the websites above to see if they are a member. If they're
not, proceed with plenty of caution.
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For a list of the schemes in operation in the industry, see the end of this document.
Avoid Traders who advertise with a mobile phone number
There may be several reasons why a company or trader advertises using their mobile
phone number, typically because they are a sole-trader and they spend most of their
time out of office.
However, be very wary if a trader refuses to give you their landline number. It's very
easy to do a 'disappearing act' and be difficult to trace if you only have their mobile
number.
Having a landline number means that the company will probably have staff on hand to
deal with any queries or problems.
Learn the industry jargon
Some traders may try to confuse you with industry-specific jargon in order to make that
deal sound much better.
Always ask the trader to explain in an easy-to-understand way. Alternatively, you can
always brush up your knowledge about the jargon involved in the industry. Rogue
traders will often prey on novices who don't understand terminology.
We've provided a glossary of common double glazing and conservatory fitting words
and terminology at the end of this white paper, which should help you get to grips with
that confusing jargon.
Be aware of traders falsely using logos
Accredited organisations are seeing an increasing number of firms that place logos on
their websites and marketing materials designed to mislead customers into thinking that
they are members of a registered scheme.
Never take a logo at face value - always check on the scheme's official website to see if
they are listed as a member. All schemes will allow you to search their records to see if
a member is a part of their organisation.
Knowingly using an official organisation logo without being a member is a criminal
offence, and a breach of the Trade Marks Act 1994. If you suspect that a firm is
misusing a logo, you can report them anonymously at www.cowboystoppers.co.uk.
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Don't always go with the cheapest quote
Common sense prevails here. The cheapest quote may not provide you with a
satisfactory final product. If you're tempted to agree to go with the cheapest quote
available, always check the quality of previous work undertaken by the company, as well
as ensuring they are trustworthy and contactable.
Seek out testimonials and previous customers
Does the double glazing company have some verifiable testimonials from previous
customers? If you can't find any customers who have hired the firm in the past then this
should set bells ringing in your head.
Be careful if you rely on customer testimonials on a firm's website, especially if that
fantastic review can't be traced back to the original customer.
For example,
"I chose Acme Double Glazing because they were able to meet my budget and complete
the work on time" - Mrs M, Shropshire
This screams fake - Mrs M in Shropshire? This could be anyone.
A good double glazing company will have physical evidence of customer testimonials,
and should be able to provide them to you upon request. They may allow you to speak
to previous customers (with their permission, of course), or in some cases show you
physical examples of work undertaken at customer's addresses. If they can't offer you
any of these, politely decline.
Ask For Recommendations
In terms of quality, price and value, you can't beat personal recommendations. Do you
know anyone else in your family, friends or colleagues who have recently had a
conservatory built or new windows fitted? Ask around. This is where you can separate
the wheat from the chaff.
Social media platforms like Twitter and Facebook have revolutionised consumerism for
the good. Use it to your advantage by asking your followers and friends whether they
can recommend a local or national firm that they've previously used. You'll be surprised
at what messages you get back - some will tell you horror stories about a trader who
ripped them off, others will praise a company their friend has just used to fit four new
windows.
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However, never take a person's word as gospel and jump into a contract. Do a little bit
of research into the recommended firm beforehand. It always pays to show a little
caution before proceeding.
Had a great recommendation? Just take ten minutes to check out their website, their
Facebook page (if available - to see if others have complained), and reviews websites.
Google their business name and see what consumers have said.
Prepare your Questions
Always write down a list of questions that you want to ask the salesperson, whether
fitting new windows or a new conservatory. Salespeople in this industry can be rather
'smooth-talking' and you may find it hard to remember what you needed to ask.
Having a list of questions in advance will help you to ensure you get all the answers to
your questions.
Here is a list of things you should be asking about:
Membership of an official ombudsman or guarantee scheme
Whether they have any testimonials (or if you can speak to previous customers)
The range of designs available
Security features, such as locks, strengthened glass etc
Length and terms of the guarantee
Deposit required to commence work
The price estimate, of course
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The Visit
Double glazing salespeople. The words alone are enough to induce panic attacks, but it
needn't be that way.
Due to the nature of their industry, double glazing and conservatory salespeople often
work on a commission-basis, meaning that they only get paid for what they sell.
Unfortunately this often means sales tactics that many would call "the hard sell".
You've now chosen your preferred fitter, and are ready to start talking money. In order
to get an estimate you'll need to invite someone into your house to provide a quote,
based on what work you need doing.
Follow these tips to ensure that you ensure the process runs smoothly, without the
usual pressure involved in a salesperson visit, and of course to get the best deal put on
the table.
Understand the nature of the sales process
The vast majority of salespeople who work in the double glazing and conservatory
business work on commission - often commission only. This means that consumers may
be exposed to some pushy (sometimes unscrupulous) sales techniques designed to
influence you into signing the contract.
As with many industries with high-value, high-commission products (such as cars, homes
etc.) the work attracts those that are comfortable using a high-pressure sales tactics
that attempt to squeeze as much money from your bank account as possible.
Understand that this takes place, learn some of the techniques that you may be exposed
to (see our section below), and you'll gain the upper hand when you deal with
salespeople. It'll help when you deal with these people for other services, too.
Don't be alone on the sales visit
If you've invited a company representative to visit your home to give you a quote, then
ensure that another adult is present when they visit. Salespeople are less inclined to
launch into hard sales tactics when there is another person present.
Don't sign anything on that first visit, and ensure that they are made aware that you
have a limited amount of time available. Some salespeople will make it hard for you to
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show them the door.
Be Aware of Sneaky Sales Techniques
There are many, many techniques that are used every day by salespeople attempting to
sell their conservatories and double glazing. Some of them are acceptable methods,
others are downright disgraceful.
Bear in mind that every industry - especially those with high value, high-commission
products such as vehicles, property, home improvements and so on, are subject to these
tactics. They're certainly not unique to the double glazing industry. It's just the
terminology that changes, not the methods.
However, it remains a fact that pushy sales tactics are one of the biggest causes for
complaints in the industry. Good firms will not use pushy techniques, but will listen to
the customer, give them time to convey their thoughts, be patient and understand their
needs.
For the sake of clarity, we'll be using "he" when referring to the salesperson in the
techniques below, but it could equally refer to "she".
1. Upselling - if the salesperson feels like he's on to a catch, they may even talk down
the quality of their basic package(s), claiming that they may be inferior, in order to
upsell their high-value, top-end range which makes them more commission. Be aware
that all products should meet the minimum quality standards. If a salesperson tells you
their basic products are rubbish, say thank you and show him the door.
2. Fear of Loss - Tapping into a basic human instinct here, the salesperson will claim that
unless you sign the contract there and then, the offer will not be available afterwards.
Most salespeople work on commission basis - and are given a higher commission if they
close the sale on their first visit, which means that they are likely to use this technique.
Everyone wants a bargain, and everyone wants it now. Losing out on a great deal
because you were too late or didn't act in time is gutting, and the salesperson will often
use this basic instinct to get you to act quickly. Take your time, don't commit to
anything you're not sure of. 99 times in 100 they will give you that offer even after the
deadline.
3. Fake Discounts - Salespeople who operate on large commissions can often offer
seemingly large discounts to tempt you into signing on the dotted line. Be very careful
about discounts, as they often do not exist. Some techniques include:
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Placing a advertising board on your front garden. Usually a technique to tempt
you to fall for a discount.
Being a show home. Sounds like you'll be getting a great deal but again, usually
designed to get you to commit to a discount. There are no show homes, it's a
well-trodden technique to influence you into signing the contract.
"I'll phone the manager to see if I can give you a better deal". The salesperson
already knows what their lowest price is. Phoning the manager adds both a
sense of urgency and an element of making you feel 'special'.
Get the back done free. Very few things in life are truly free. If you think they're
giving you free windows then you are sorely mistaken. No company can afford
to give their products away free of charge.
If you find yourself being offered a huge discount (say 40% or more), then be very
cautious about proceeding.
4. Misleading Claims - Dodgy salespeople may use misleading claims, including saying
they're a member of an accredited organisation, or that they're tested by government
auditors, or "chosen for its scrappage scheme". If a salesperson makes these types of
claims, ask them to back it up with proof.
5. Credit Deals - If you are offered a lower price in return for a 'credit-deal', then ensure
you examine the deal very carefully, as you could end up paying much, much more in
the long run.
6. Government Funding for Discounts - There is no such funding in operation. Show
them the door.
7. Showing the customer the list price - The company's list price is the best price they
feel they can achieve for their products. Rarely will a salesperson get the full list price
(think of it in the same way as a hotel room tariff - they rarely achieve it), but on
occasion just giving the potential customer the list price and saying nothing will result in
the sale. Always hold out for the best price - and show any competing quotes from
other suppliers.
Don't expect something for nothing. There is no such thing, in any industry. There's
always a catch.
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VAT registered?
Some traders will offer you a VAT-free deal on work for cash. Whilst companies that
turnover less than £82,000 (2015 figures) don't need to register for VAT, the fact that
they are offering to slash the VAT for cash should ring alarm bells.
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Signing the contract
OK, you've got a great deal and you're ready to go ahead and get those windows fitted,
or conservatory constructed.
You still need to be on your guard to ensure that things run smoothly.
Know your rights
When you buy double glazing you're automatically given consumer rights as soon as
you've signed that contract.
The following rights apply under the Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013:
You have a minimum of 14 days 'cooling-off' period, unless you sign the contract
on the trader's premises, or are buying made-to-measure windows.
You must be given information about the terms of the contract, and if a right to
cancel exists.
Check the warranty
Many double glazing companies offer warranties that guarantee the work for 10 years.
However, also check that the hardware is also included in that 10-year warranty period.
Some will only cover the hardware for 1-5 years.
Agree to a written contract only
Never, ever allow any company to start work without a fully signed written contract.
Agreeing to work with just a verbal contract or agreement is asking for trouble, and
provides you with very little consumer protection should anything go wrong.
But what if you've already given the trader a verbal contract to proceed? It's not too
late to ask the company to get the contract in writing that shows what you have agreed.
This will certainly help your case if there is a dispute further down the line.
Should the written contract contain information that differs from the verbal contract, by
law the verbal agreement is highly likely to be legally binding. In this case, get the
trader to correct the contract as soon as possible. If you don't challenge the error then
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the written contract could then be legally binding.
Always check the contract - sometimes you may think the document that has been given
to you is an official contract, but it may actually be an estimate or proposal.
Expect to Pay a Deposit
If a firm insists that you pay a deposit before they commence work, then this is normal
practice.
Many firms will ask for a minimum of 10 percent, and will require full payment once the
work has been finished and checked by you.
Protect your deposit
In many cases you'll be asked to pay a deposit before any work commences. This is a
normal practice to ensure that the customer is willing and able to pay for the work.
Before putting down a deposit, ask the trader how it will be protected, and what
happens if the company folds before work is finished. If the trader is a member of an
accredited scheme (e.g. Certass), then in most cases the scheme will provide them with
an insurance-backed guarantee or deposit protection.
There are specialist insurance companies who will provide insurance to cover your
deposit if they cease trading.
You may wish to consider paying the deposit with a credit card, which will protect you
against something going wrong with the any financial aspect of the work. Paying by
credit card gives you the benefit of claiming against your credit card company, rather
than the trader who may be unable to pay compensation if they go out of business.
As with any work requiring a deposit, always get a receipt, and check to see what their
policy is with regards to getting your deposit back should the work not commence.
Only pay for work when complete
Although there is a standard, minimum 10% deposit in many cases, don't pay any more
than required until work has completed. This may be in stages, but if a trader requires
you to pay upfront for a particular job before commencing, then say no. A reputable
double glazing company will never charge for work not finished to your satisfaction.
However, be aware that some traders may ask you to pay for some materials in
advance. In some cases it may be reasonable to ask you to pay a fair percentage of the
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cost of materials prior to the work starting. As always, use a bit of common sense.
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Conclusion
Yes, the double glazing and conservatory industry has suffered at the hands of a
minority of rogue traders over the last few decades, but luckily, thanks to the
government's introduction of accreditation schemes things are finally looking much
better.
The vast majority of windows, doors and conservatory installers are trustworthy,
reliable, and professional enough to have chosen to go down the route of accreditation,
meaning that you should get a smooth, problem-free service from the outset.
If you feel that you have been unfairly treated, ripped off or wish to complain, you can
get in touch with your local Trading Standards office at www.tradingstandards.uk (if
they are a member of Glass and Glazing Federation) or your local Citizens Advice
Bureau. You can also use the Citizens Advice Consumer Advice telephone number, who
will pass any complains to the appropriate local authority trading standards service, on
03454 04 05 06.
We hope that your new double glazing or conservatory makes a significant contribution
to the quality of your lifestyle, and that you enjoy it for years to come.
Thanks for reading.
Chris Haycock
Managing Director
CliqTo Ltd
www.cliqto.com
www.double-glazers.co.uk
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Accreditation Schemes
FENSA (Fenestration Self-Assessment Scheme)
www.fensa.org
Set up by the GGF (Glass and Glazing Federation), this scheme was introduced as a
result of changes in building regulations in England and Wales. In their own words,
FENSA is the "industry standard for replacement window or door installers
self-certifying compliance with the building regulations".
Essentially, what this means is that window fitters must certify that they are in
compliance with all building regulations, and won't need to be assessed by a Local
Authority Building Control.
You won't need to notify the council yourself, meaning that it may also save you money
and plenty of time.
But what about keeping me safe from the cowboys? Well, FENSA has been a trusted
scheme for years, and according to an independent report commmissioned by the
Government, the most successful of all competent person schemes to date. Not just in
the double glazing industry, but ALL industries. It clearly works.
FENSA member companies are continually re-assessed by an inspection body, and
protects consumers from unscrupulous traders. Falsely claiming to be a FENSA member
results in prosecution, and firms that do not meet their scrict criteria for quality are
booted from the scheme.
Double Glazing & Conservatory Ombudsman Scheme (DGCOS)
www.dbcos.org.uk
DGCOS aims to protect consumers by offering a range of guarantees and protection
against cowboy double glazing and conservatory firms.
Member firms are fully vetted and checked to ensure that they are accredited, trading
ethically, and providing consumers with a "high level of service and satisfaction".
Using a member of the DGCOS will provide you with several assurances and peace of
mind:
FREE Deposit and Stage Payment protection
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FREE Insurance Backed Guarantee (to protect the warranty issued by your
installer)
FREE Advice Line
FREE Mediation (to help fully resolve any disputes)
FREE Independent Inspections
FREE Arbitration via an Ombudsman (to conclude any disputes without incurring
legal fees)
FREE Access to a Compensation Fund (to honour any awards made by the
Ombudsman)
Certass
www.certass.co.uk
Certass provides traders with an approved certification of a Competent Person Scheme
(and also a Green Deal Certification Scheme), which assures consumers that their
members are assessed for compliance each year.
Each contractor undertake a comprehensive audit on their premises to ensure that they
meet the Government's standards.
All Certass members must have a formal complaints procedure in place. Ongoing
disputes can be dealt with by Certass for an independent investigation.
Membership of the scheme means that each member must be able to provide
consumers with:
Protection of any deposit that has been paid
Guarantees for the work undertaken
An insurance policy which will cover the above guarantee should the firm stop
trading for some reason
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Suitably qualified and assessed site operatives
Members of the Certass scheme provide consumers with a contract that will explain
what work will be undertaken before commencement of any work. An insurance-backed
guarantee provides customers with peace of mind in the knowledge that you will not be
left out of pocket if the worst were to happen.
In addition, Certass will notify the Local Authority to inform them of work undertaken at
your address to comply with Building Regulation requirements. A Building Regulation
Compliance Certificate will be given to you as proof of compliance. This certificate is an
important document - you should keep this safe as it will be required by your solicitor
should you sell your house.
Note: there is a £10 fee for obtaining replacement certificates if 28 days have passed
after its original issue date.
GGF (Glass and Glazing Federation)
www.ggf.org.uk
The Glass and Glazing Federation represents double glazing and window firms who
supply, make or fit glass-related products.
Consumers who hire the services of a GGF member benefit from their strict vetting
process, with all their members adhering to strict compliance and high technical
specifications.
The GGF claim that "If you are thinking of having windows, glazed doors or a
conservatory fitted by a GGF Member, then you can do so with the genuine confidence
that the work will be carried out perfectly and with care and consideration for your
home. "
They also offer a free conciliation service that can help you to resolve disputes between
the consumer and trader.
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TrustMark
www.trustmark.org.uk
TrustMark is a non-profit making organisation that is licensed by the government, and
supported by consumer protection groups.
Each member firm has been assessed independently for their competence; they are
checked through regular on-site inspections, and must adhere to a code of practice,
which includes high levels of health and safety, customer care and adequate insurance if
things go wrong.
Members also give consumers an insurance-backed warranty, in case the company goes
out of business, as well as Deposit Protection Insurance to protect your finances.
Only member companies that adhere to this strict criteria are allowed to display the
TrustMark logo on their website and marketing materials. However, as with any
consumer protection scheme, always double check whether the company is listed on
their website as a member.
Network VEKA
www.networkveka.co.uk
Network VEKA is a member organisation consisting of high-quality installers of uPVC
fitters and conservatories.
Established in 1996 when the industry's reputation was in tatters, it was formed from
double glazing companies who were all using VEKA products. The companies wanted to
"prove their commitment to quality craftsmanship and service" to consumers by
ensuring that strict criteria were being followed by members.
Members are rigorously vetted before being allowed to join the organisation, and
frequent audits and surveys are carried out regularly.
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Glossary
Airspace - The area of space between the panes of glass, usually filled with argon to increase
the thermal insulation.
Anti-reflective glass - Glass that has been given a special coating which reduces the amount of
light reflecting on it, making it almost invisible to the eye.
Aspect ratio - The length of the pane compared to its width.
Balustrade - A railing that acts as a barrier for security purposes.
Beading - Material that holds the glass in its frame, usually a strip of metal or wood.
BSI - British Standards Institution, who oversea the standard of products produced in Britain.
Building Regulations - Policies laid down in law that ensure building work meets the necessary
requirements.
Cavity - See Airspace above.
CNC - Stands for 'Computer Controlled Cutting'. Glass sizes are calculated and cut using
computerised systems.
Cold Zones - Areas surrounding single glazed units that feel colder, usually as a result of
exchange of heat by radiation.
Condensation - The conversion of a vapour or gas into liquid, often a problem seen in double
glazing units.
dB - Stands for decibel, the unit of measurement of sound, used often when fitting windows to
block out ambient noise from outside.
DGU - Double glazed unit, two pieces of glass fitted into a frame that provides additional
insulation against external temperatures.
Emissivity - The ratio of energy radiated from a window compared to a black body at the same
temperature.
Enamelled Glass - Heat-strengthened or toughened glass, enameled with a ceramic frit fired
onto the glass at a high temperature.
Enhanced Thermal Insulation - Double glazing that is fitted with a low-emissivity glass that
provides a better thermal insulation.
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Face - There are four faces in double glazed units: 1. The front, external face of the unit, 2. The
back of the enternal face of the unit, 3. The front, external face of the inside pane, and 4. The
back facing unit that faces into the room.
FFL - Finished floor level.
Fire Resistance - Building material that is able to withstand and protect against fire, flames or
smoke.
Head - The horizontal, top part of a window frame.
Heat-Strengthened Glass - Glass that has been heat-treated so that it becomes harder to break.
Inner Pane - The glass pane of a DGU that faces into the interior of a room or building.
Opaque Glass - Enamelled or painted glass that reduces the transparency, used for windows
that provide privacy such as bathrooms.
PVB - Polyvinyl Butyral, a resin used on laminated glass that inproves the toughness and safety
of the pane.
Safety Glass - Glass panes that are manufactured to withstand breakage or must break in a way
that is safe, e.g. without shards.
Self-cleaning glass - Glass that has been specially treated with a photocatalytic and hydrophilic
coating that due to its properties keeps itself free of dirt and grime.
Sill - The horizontal part of a frame, wood, uPVC or otherwise.
Tempered Glass - Safety glass that has been treated to give it strength around four times as
much as ordinary glass. Does not shatter with shards, but into harmless pieces.
Translucent Glass - Glass that has been coated so that although light can travel through it, the
glass obscures detail. Useful in rooms requiring privacy, such as toilets and bathrooms.
Window Energy Rating - A standard measurement to compare the energy efficiency of a double
glazing unit, ranging from A (the best performing) to G (the worst).
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About Our Website
Double Glazers - www.double-glazers.co.uk (yes, we know there should be an 'i' in
there) is a directory of double glazing and window fitters across the length and breadth
of the UK.
This website was set up to allow consumers looking to replace, repair or fit new
windows, to search for national and local fitters.
From Aberdeen to Zennor, we list thousands of companies, perhaps the largest
directory of double glazing window fitters in the UK.
We also provide useful features and advice on fitting new windows, how to choose a
supplier, and our brand new quoting service:
Free quotes
Our website users can enjoy the new added feature of being able to compare quotes for
the work they require, whether double glazing, conservatories, doors etc.
By supplying a few details about your requirements you can effortlessly get and
compare up to four quotes from suppliers both in your area and nationally, allowing you
to compare prices before you buy.
To use the feature, visit www.double-glazers.co.uk/quote
It takes just a minute of your time, and our no-obligation service helps you to track
down the best deal for your requirements, often saving up to 75% in the process.
www.double-glazers.co.uk
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