Clearview National April 2016 - Issue 173 | Page 144
INSTALLERSUPPORT
COMPREHENSIVE
INSTALLER SUPPORT
»»WELLINGBOROUGH
based Astraseal already has a very
comprehensive installer support
service; including one of the
best technical back up teams in
the industry; but are adding
to this with initiatives such as
online ordering, comprehensive
marketing support, and
innovative new products.
One of the new initiatives
from the fabricator is installer
marketing support. Zac explains:
“Installers can’t just rely on word
of mouth anymore – modern
consumers research online
before they buy these days, and
companies that have a slick and
engaging website are more likely
to win business.”
Another new service aimed
at the trade is Astraseal’s new
online ordering facility, allowing
installers to place orders 24 hours
a day, 7 days a week and check
the status of live orders in realtime.
The fabricator has also
expanded its product range over
recent months, adding the full
suite of Eurocell windows and
doors to its extensive portfolio of
REHAU PVCu and Smart System
aluminium windows, doors and
conservatories.
Backing these new products
and services is a technical support
team that Zac believes is one of
the best in the industry. “We’ve
always offered very comprehensive
support but the new online
ordering, marketing support and
new products takes us to another
level.” Zac concluded.
www.astraseal.co.uk
INSTALLERS NOW LEGALLY OBLIGED TO
PROVIDE ALTERNATIVE DISPUTE RESOLUTION
»»PROVIDING
Alternative Dispute Resolution
(ADR), or arbitration, became
UK law from 1st October 2015
for all businesses that sell to
consumers. For the glazing sector
this means that where an installer
has exhausted its Complaints
Procedure and the matter remains
in dispute it is legally compelled
to give the consumer the contact
details of an approved glazing
sector ADR service to progress
the complaint to arbitration.
One solution is to opt in to
FENSA’s arrangement with The
Glazing Arbitration Scheme
(TGAS), which is an approved
glazing sector Alternative Dispute
Resolution (ADR) service. These
services to FENSA certified
installers started from 1st January
2016. This is part of the new
‘the fastest way to
comply with these
new consumer laws’
FENSA ‘package’ and registration
with TGAS is free. Other
providers are available.
Under TGAS, any decision
on matters relating to Building
144 » APR 2016 » CL EARVI E W- UK . C O M
Regulations compliance will not
form part of any arbitration.
TGAS charges consumers £100
to take a complaint to arbitration.
This is to encourage only justified
complaints and avoid any frivolous
or vexatious complaints and
protect installers from unjustified
costs and administration time.
The costs for an installer to go
through the arbitration process
starts at £395 (ex VAT) per
complaint. Where an installation
company has opted in to be a
member of TGAS, then they are
to proceed to arbitration when a
consumer takes their complaint to
TGAS after at least 56 days have
elapsed since the complaint was
raised with FENSA and there is
still an unresolved dispute. As part
of the rules of TGAS arbitration
the company and the consumer
will be bound by the arbitration
decision.
The use of ADR arbitration
services costs far less and takes
less time to resolve than going
through the Courts.
“Free registration with TGAS
provides FENSA installers with
the fastest way to comply with
these new consumer laws,”
commented Chris Mayne, FENSA
Managing Director.
A website, www.tgas.org.uk, is
currently under construction.
Email [email protected] for
further information or to sign up.