QA Scheme Support Services (QASSS), who provide bespoke business support and consumer protection in the home improvement sector, is delighted to announce two new partnerships that will bring additional assistance to their members and consumers.
QASSS welcomes a new agreement with West Yorkshire Trading Standards to act as their Primary Authority, in addition to appointing the Dispute Resolution Ombudsman. Both partnerships will begin in November 2019.
The Primary Agreement with West Yorkshire Trading Standards means that all businesses, including installation companies, supported through QASSS and their associated home improvement consumer protection schemes, will benefit from legally backed advice from West Yorkshire Trading Standards. Previously, only members of the HIES Consumer Code (for the renewables sector) were able to benefit from the Primary Authority’s expertise. QASSS has now put a wider agreement in place so that all members across their consumer protection schemes, including DGCOS for the double-glazing industry and HICS for home improvements, can now benefit. This assured advice, which must be respected by other regulators, will be able to assist in advice across many areas, including compliance, model contracts, and documentation, supporting installers and member companies to do what they do best in delivering excellent service to consumers.
QASSS is also pleased to announce the appointment of the Dispute Resolution Ombudsman (DRO) with effect from 1st November 2019, replacing its previous agreement with Ombudsman Services. The DRO provides an independent service for consumers and member installers, dealing with disputes that arise from any home improvements. Using an Ombudsman is the final step of QASSS’s Alternative Dispute Resolution (ADR) service, should the dispute fail to be resolved within the QASSS ADR process. QASSS offers industry-leading ADR with the majority of disputes (98.4%) being resolved without the need for referral to the Ombudsman and within an average resolution time of just 3.59 days. For those disputes that can’t be resolved and therefore are referred to the Ombudsman, as a member company or consumer covered by their consumer protections schemes (DGCOS, HICS or HIES), QASSS has also ensured that this service remains free of charge for both parties as part of their going commitment to raise industry standards.
Ciarán Harkin, Managing Director at QASSS, commented, “Our most recent partnerships with West Yorkshire Trading Standards and the DRO is a huge step for QASSS. The appointment of these partnerships enables all our customers and members to benefit from both reliable and effective advice and an independent party to overview their mediation case, should they need it. These partnerships will provide further support to our members both financially, reputationally and operationally, relieving some of the stress often involved in these complex business requirements.”