QASSS is a unique business support and risk mitigation service for companies, organisations and financial institutions working in the glazing, building, renewables and home improvement sectors. We specialise in providing industry-leading dispute resolution services, remedial works management, complaints handling, risk mitigation solutions, access and management of reputable installer networks, marketing campaign support and other services to support your business needs.
Building on our heritage as a leading consumer protection and membership organisation in the home improvement industry, we have over 10 years’ experience helping businesses and consumers alike, offering in-depth technical expertise and continually working to support and improve services and standards across the sector.
How does QASSS support your business?
QASSS is a trusted partner in the home improvement sector, supporting companies from start to finish on their business journey. We envision a community of businesses that are excellent in what they do, providing consumers with buying confidence.
We focus on relationship-building to better understand your business and provide you with a more cost-effective and tailored business support service, whether, for example, that’s helping you access a credible network of accredited installers, helping with complaint handling to provide speedy resolutions or organising remedial work.
If you are in the home improvement sector and you need business support, QASSS has the experience, reputation and in-depth knowledge to help you build your business and stand out from the competition.
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.
The Chartered Trading Standards Institute (CTSI) was founded in 1881 and is the professional member body for trading standards professionals and CTSI approved consumer codes of practice as well as alternative dispute resolution bodies.
In 2015, The Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES) code of practice received approval from CTSI. QASSS (operating the three consumer protection schemes HIES, DGCOS and HICS*) is also an approved ADR (alternative dispute resolution) body.
The schemes are audited once a year to ensure that we continue to fulfil CTSI requirements. A stringent onboarding and ongoing auditing regime conducted by QASSS ensures that only businesses that want to improve the consumer experience can become members of our consumer protection schemes. The benefits for consumers are that they can shop in confidence knowing that if something does go wrong when using one of our members, we will be able to help them.
Members can also benefit from access to expert advice and support from QASSS and also access to expert regulatory advice through our Primary Authority Partnership with West Yorkshire Trading Standards Service.
QASSS is also proud to operate an industry-leading approved dispute resolution scheme with disputes being resolved in 3.59 days (July 2019 – September 2019 average figures).
*Our schemes are: The Double Glazing & Conservatory Quality Assurance Ombudsman Scheme (DGCOS), The Home Improvement Consumer Protection Scheme (HICS) and The Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES).
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.
They helped resolve my dispute to 100% satisfaction. Customers need to know they are there to help. Thanks again.
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.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
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’.
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.
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.
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.
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.
A trusted partner
Building on our heritage as a leading consumer protection and membership organisation in the home improvement sector, our dispute resolution process is Chartered Trading Standards Institute (CTSI) approved and we have over 10 years’ experience helping businesses and consumers alike. We provide industry-leading expertise and continually work to improve services and standards across the sector.