The last 5 years have flown by so we thought it would be good to take a pause and look back at what the team at QASSS has been doing and their recent achievements.
One of our biggest accomplishments has been the year on year improvement of alternative dispute resolution (ADR) rates and resolution times.
Back in 2015, QASSS had an in-house resolution rate of 87% (where disputes have been resolved without the need for referral to the Ombudsman). Fast forward 4 years and QASSS now achieves a resolution rate of 98.4% . That’s a 13% improvement in just 4 years.
Plus, we continue to be super-quick. QASSS’s average dispute resolution time in 2019 was just 3.59 days compared to the industry average at 80 days. 
The ADR Team
At QASSS we have expanded our dispute resolution team to 8, all of which boast many years of experience handling complaints and mediating between parties. They are trained to listen and to provide a firm and fair helping hand to consumers and businesses. We call them our ADR ‘Superheroes’ as they are passionate about achieving the very best outcomes for people.
Fast forward to 2020 and QASSS has developed many key partnerships over the years from the Ombudsman and CTSI (Chartered Trading Standards Institute) to finance lenders and brokers, manufacturers, and other trade organisations. QASSS also has a partnership with West Yorkshire Trading Standards, which enables QASSS and the schemes it operates (DGCOS, HICS and HIES) to benefit from legally backed advice and model terms and contracts.
We are also extremely proud of winning 3 awards in 2020 for excellence in customer services and dispute resolution:
- Contact Centre Special Moment at the Top 50 Companies for Customer Service Awards
- The UK Complaint Handling Awards – Silver for Best Complaint Handling
- The UK Complaint Handling Awards – Bronze for Best Complaint Handling Team of the Year
Over the last year, QASSS has expanded its services to fulfil gaps and evolve services to suit the ever-changing landscape in the home improvement and renewables energy sectors. We aim to be the trusted partner to the industry offering bespoke services which now include remedial works management, risk mitigation, energy performance validation, IT support, dispute resolution and complaint handling.
A Strengthened Management Team
To help QASSS grow from strength to strength, the management team has been strengthened by key appointments that bring a wealth of experience, including Ciarán Harkin – QASSS Managing Director, Vicky Rispin – QASSS Marketing Director and Scott Robinson – QASSS Commercial Director. Working with the already talented team at QASSS, they are passionate about innovating in the sector and supporting QASSS’s ambitious plans for the future.
It’s been a half a decade of change, change, change, and we are very much looking forward to seeing what the next half brings for QASSS and the team.
 Based on data from July 2019 – September 2019 for the DGCOS, HIES, and HICS consumer protection schemes.
 CTSI ADR statistics, 2018