Why Does QASSS Exist?
QASSS operates as a safety net for a diverse range of B2B clients and individual consumers when they undertake home improvement projects or carry out building repairs.
The construction sector is a fragmented and inconsistent market. Coupled with a multitude of overlapping trade bodies and membership organisations, there is a general lack of control across the industry. This can often leave consumers feeling isolated, confused and at risk when sourcing services.
At QASSS, we are also developing 3IP, a unique new standard for the home improvement and building repair market. Working with key stakeholders across the sector, our aim is to de-risk the industry for financial institutions and other organsations, while creating a safe environment for consumers to make informed purchases.
The benefits of working with QASSS
In-depth sector expertise
Monetary and resource savings
Industry leading speed of service
Full end to end protection
Bespoke business solutions
Great customer outcomes achieved
Scale, Scope and Capability
Building on our heritage as a market leading consumer protection organisation, we have vast industry experience and over many years we have constantly improved industry standards.
The QASSS contractor network coverage provides national control, regional support and local delivery across all home improvement and building repair market verticals. Our contractor network capacity continues to increase year on year and in 2019 a total of nearly 50,000 projects were completed with a contract value of over £300m.
We operate a robust contractor selection programme and through extensive due diligence only the best businesses are selected to work with us long term. Our Service Delivery Team work with our existing members to market, develop and constantly improve individual businesses.
All our processes have been designed by industry experts, absolutely focused on the customer journey and achieving appropriate outcomes for the people we serve.
At QASSS we use a unique Workflow Management Platform and integrated Video Capture Technology to drive the consumer and contractor journey from the start of each project, through key milestones and onto final successful completion.
Strategic Advisory Council
The QASSS Strategic Advisory Council comprises our Managing Director, Commercial Director, Marketing Director and external industry figures who provide additional expertise and knowledge across a diverse range of subjects. Our Advisory Council members use their knowledge, understanding and strategic thinking to constantly monitor developments and market issues.
We are currently reviewing the composition of our Strategic Advisory Council, so if you are interested in joining and want to be part of transforming an industry, we would like to hear from you.
Key Facts and Numbers to Consider About the Market
- In the UK there are 992,000 construction businesses ranging from PLC type organisations down to owner operators with no employees.
- Annually there are approximately 82,000 company closures with businesses ceasing to trade etc.
- Many complaints proceed down the Financial Ombudsman Service route, which can be costly and time consuming for all parties.
- The Financial Conduct Authority is continuing its focus on businesses operating Appointed Representative models in the financial sector.
- An estimated 12m consumers are affected per year when businesses fail.
- Greenhouse gas emissions in the UK will be cut to almost zero by 2050, under government plans to tackle climate change.
- The market infrastructure linked to renewables is developing and there will need to be significant growth across new build and retro fitting over the coming years.
- Research by Scottish Power confirms that an estimated 4000 installations (air source heat pumps and EV charging points) will be needed across the UK every day until 2050, if the country is to achieve its carbon target.
- The renewables space has a history of mis-selling by installation companies and this previously resulted in most lending organisations withdrawing from the sector.
We use our diverse skills, talents and ideas to develop customer-driven, innovative solutions. We continuously learn, improve, share best practice and infuse innovation within our organisation.
Whether for a business, process, consumer or in the industry, we aim to create a positive impact. We want to work together with businesses and individuals who want to deliver improved services and standards in the home improvement sector.
We strive for utmost excellence in all that we do. With a commitment to providing high quality services for our clients, excellence drives us to constantly improve.
Integrity is the foundation on which we work to ensure honesty and transparency in every action we take. We work with integrity in everything we do, and embody our principles when working with customers, suppliers and colleagues.
They helped resolve my dispute to 100% satisfaction. Customers need to know they are there to help. Thanks again.
As a company we have only required mediation a small amount of times since becoming a member and found that they have a very fair, independent approach to this, not siding with either the customer or the company; just direct mediation, without emotion, drawing the line based on facts of the contractual agreement. All in all, it has given our customers the confidence to spend more money and given us as a company more confidence to engage with larger contracts, knowing we have the independent service sitting between both parties.
Everything was done very professionally but also with compassion and understanding. I am sure they have to deal with very worried and angry customers but their knowledge and calmness shines through. It’s wonderful to have a company that really knows what it’s doing on your side.
I cannot praise this company enough. They have corrected the faults made by a previous installer and acted very quickly when I reported a fault. All the staff are very efficient and courteous.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
On many occasions in the past your service has provided invaluable assistance to resolve even the most difficult complaints by taking a common-sense approach and a determination to establish the facts. Thank you for everything that you do, and long may your service continue.
QASSS have provided an invaluable service to not just ourselves but to our consumers, which has helped to resolve issues very quickly which otherwise could have been long, protracted and incurring unnecessary costs for both parties. Thank you for the continued support you provide us.
The individual managers and DRO’s have an in-depth knowledge of not only consumer law and regulations, but the industries they serve as well. I have always found their involvement thorough, professional and innately fair’.
The benefit from a business point of view is the impartial focus given by the officer that interacts with both parties, normally we as the supplier have exhausted all avenues to bring the situation to a satisfactory end, the input and advice given can be hard to swallow but is normally fair and reasonable and will be accepted by both parties prior to any outcome being finalised.
A Trusted Partner
QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.