Articles and Insights

Alternative Dispute Resolution

3rd June 2020

Not many businesses are aware that they have an obligation to signpost consumers to a competent ADR provider and tell them whether or not they are prepared to use them to deal with the dispute. We’ve put together a handy […]


3rd June 2020

The National Cyber Security Centre has produced guidance for SMEs on how to prepare a response and plan recovery after a cyber-attack. In this article, we look at how to prepare for cyber incidents. 1. Prepare for the most common […]


31st May 2020

On 29th May, the Chancellor announced that the government’s COVID-19 Self-Employment Income Support Scheme (SEISS) will be extended as well as confirming the next stages of the furlough scheme. Chancellor Rishi Sunak said, “Our top priority has always been to […]

home improvement

29th May 2020

Recent research reveals that two-thirds of consumers have revised their travel plans for 2020, with over 40% planning to divert that money to carry out home improvement work. Additional research also reveals that the UK is planning to spend around […]

cyber resilient

28th May 2020

The National Cyber Security Centre (NCSC) has launched further online advice to support SMEs to ensure their companies are cyber resilient, particularly given the increasing risks of cyber attacks and fraud during and post COVID-19. Businesses are being urged to […]

Effective complaints handling

28th May 2020

In the early days of lockdown, consumers displayed a great amount of patience and were sympathetic to delays in the handling of complaints given the serious practicalities that many firms faced at the start of the pandemic. However, as time […]

People strategy

21st May 2020

If COVID-19 has taught us anything, it’s that we are all human beings who still need to socialise and feel part of something greater than ourselves. It is inspiring to see how the world’s population has come together in support […]

Complaint impact cost

21st May 2020

It goes without saying that effective handling of complaints and good customer service has always been important. Given the rise of social media and review sites, we now have a wide choice of tools and channels to immediately call out […]

the samaritans

21st May 2020

At QASSS, we are very proud of our very own good Samaritan, Adrian Simpson, Director of Policy and Regulatory Affairs. Adrian devotes his spare time to the Samaritans as a listening volunteer at the Medway, Gravesham and Swale branch. Adrian […]


19th May 2020

The government has announced changes to the Coronavirus Large Business Interruption Loan Scheme (CLBILS) today including an increase of the borrowing limit from £50m to £200m. However, firms who want to borrow more than £50m will face certain restrictions until […]

Protect workforce

19th May 2020

Safety in the workplace As the government as of 11th May has now issued an update for a safe return to work and as soon as is practicable, workplaces in England should follow the new “COVID-19 Secure” guidelines. Our summary […]

Business Operations

15th May 2020

Company operations have been pushed to limits at both extremes, with businesses either not having enough capacity and stock to meet new levels of e-commerce demands or businesses who are having to scale production or services right down in a […]

Rising cost litigation vs mediation

15th May 2020

In the UK we are avid users of litigation. Going to court and suing someone has often been the method of choice when trying to resolve a dispute. This continues to be the case when it comes to the purchasing […]

Post COVID-19 finance planning

13th May 2020

Despite government measures to support businesses, the impact of COVID-19 is intensifying with the potential for a significant economic downtown of uncertain magnitude and duration. Immediate focus now for most businesses will be on securing finance and grants and managing […]

Protect workforce

13th May 2020

Back to work – safety in the workplace In England, the government as of 11th May has now issued an update for a safe return to work, which includes tradespeople and the home improvement and renewable energy sectors. As soon as […]

Complaint handling awards

11th May 2020

Earlier this year, before lockdown, we were delighted to take home two awards at the UK Complaint Handling Awards 2020 held in London for the Best Complaint Handling and Best Complaint Handling Team of the Year – Initiative. Hosted by […]

Customer service

11th May 2020

Many companies will have had to adapt quickly with a sudden shift to remote working to ensure they can still service their customers at speed whilst maintaining quality. Companies that have remained open may also have had to adapt to […]

Business Insurance

6th May 2020

Has your claim for business interruption insurance been rejected? Insurers are coming under increasing pressure for refusing to pay out claims to companies that have been devastated by COVID-19. So much so that the Financial Conduct Authority (FCA) has vowed […]

plumbing and heating

5th May 2020

New research from the plumbing and heating sector suggests installers are rapidly finding new ways of operating, particularly those who feel comfortable offering essential ‘emergency’ services to householders, although cashflow is the no 1. concern. Eureka! gathered views from over […]

finance business grants

4th May 2020

A discretionary fund has been set up to accommodate certain small businesses previously outside the scope of the business grant funds scheme. Yesterday, the government announced that up to £617 million would be made available, which is an additional 5% […]

good complaint handling

1st May 2020

Answering customer complaints effectively and quickly can turn unhappy customers into true brand advocates. Even the most vocal and complex complaints handled well, will see your customer advocacy increase across the board. Your strategy should be to win hearts and […]

IT solutions

1st May 2020

Never before have IT professionals had to oversee the wholesale movement of entire teams to remote working, whilst ensuring continued productivity, continuous data back-up, utilising new technologies and maintaining system resilience and security. What COVID-19 has highlighted is that many […]

covid-19 business loans

27th April 2020

The government has announced new measures for small and medium-sized businesses affected by COVID-19. The coronavirus ‘bounce back’ loan is 100% guaranteed by the government and will be available from Monday 4th May. The details The Bounce Back Loan scheme […]

qasss post covid 19 planning

27th April 2020

COVID-19 has changed the way we work, socialise, consume and communicate. It has created uncertainty and changed behaviours and beliefs. But what will happen in the home improvement and renewable sectors post COVID-19 in the recovery period and what will […]

Technology Keyboard

23rd April 2020

Creating a truly agile workforce is where those employees included, can effectively work from anywhere at any time. It allows for optimum productivity and efficiency, where the ability to react quickly and concisely to requests, either internally or externally, is […]

Complaint Handling

21st April 2020

Good customer service has always been important, now more than ever given the rise of social media and review sites. Quick and effective complaint handling will help you turn customer complainers into brand advocates, helping to increase brand loyalty and […]

Home improvement survey

21st April 2020

The NHIC in conjunction with QASSS carried out a digital survey from 26th March – 3rd April 2020 to provide a snapshot of the initial impact of the virus and resulting lockdown on the home improvement sector. The results of […]

Business support

21st April 2020

The government has launched a new ‘support finder’ tool will help businesses and self-employed people across the UK to quickly and easily determine what financial support is available to them during the coronavirus pandemic. The ‘support finder tool’ on […]

QASSS future fund COVID-19

20th April 2020

The government has announced further measures to help innovative companies remain viable during the coronavirus crisis. The “Future Fund” is designed to ensure high-growth companies receive enough investment to remain viable. It will provide government loans to UK-based companies ranging […]

COVID 19 Scams

20th April 2020

We previously published advice on how to avoid malicious COVID-19 ‘phishing’ emails and SMS messages in our campaign, ‘think before you click’. Unfortunately, these scams continue, and the deceptions are particularly callous, with cybercriminals preying upon people’s fears, insecurities and financial […]

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