Clearview National April 2016 - Issue 173 | Page 144

INSTALLERSUPPORT COMPREHENSIVE INSTALLER SUPPORT »»WELLINGBOROUGH based Astraseal already has a very comprehensive installer support service; including one of the best technical back up teams in the industry; but are adding to this with initiatives such as online ordering, comprehensive marketing support, and innovative new products. One of the new initiatives from the fabricator is installer marketing support. Zac explains: “Installers can’t just rely on word of mouth anymore – modern consumers research online before they buy these days, and companies that have a slick and engaging website are more likely to win business.” Another new service aimed at the trade is Astraseal’s new online ordering facility, allowing installers to place orders 24 hours a day, 7 days a week and check the status of live orders in realtime. The fabricator has also expanded its product range over recent months, adding the full suite of Eurocell windows and doors to its extensive portfolio of REHAU PVCu and Smart System aluminium windows, doors and conservatories. Backing these new products and services is a technical support team that Zac believes is one of the best in the industry. “We’ve always offered very comprehensive support but the new online ordering, marketing support and new products takes us to another level.” Zac concluded. www.astraseal.co.uk INSTALLERS NOW LEGALLY OBLIGED TO PROVIDE ALTERNATIVE DISPUTE RESOLUTION »»PROVIDING Alternative Dispute Resolution (ADR), or arbitration, became UK law from 1st October 2015 for all businesses that sell to consumers. For the glazing sector this means that where an installer has exhausted its Complaints Procedure and the matter remains in dispute it is legally compelled to give the consumer the contact details of an approved glazing sector ADR service to progress the complaint to arbitration. One solution is to opt in to FENSA’s arrangement with The Glazing Arbitration Scheme (TGAS), which is an approved glazing sector Alternative Dispute Resolution (ADR) service. These services to FENSA certified installers started from 1st January 2016. This is part of the new ‘the fastest way to comply with these new consumer laws’ FENSA ‘package’ and registration with TGAS is free. Other providers are available. Under TGAS, any decision on matters relating to Building 144 » APR 2016 » CL EARVI E W- UK . C O M Regulations compliance will not form part of any arbitration. TGAS charges consumers £100 to take a complaint to arbitration. This is to encourage only justified complaints and avoid any frivolous or vexatious complaints and protect installers from unjustified costs and administration time. The costs for an installer to go through the arbitration process starts at £395 (ex VAT) per complaint. Where an installation company has opted in to be a member of TGAS, then they are to proceed to arbitration when a consumer takes their complaint to TGAS after at least 56 days have elapsed since the complaint was raised with FENSA and there is still an unresolved dispute. As part of the rules of TGAS arbitration the company and the consumer will be bound by the arbitration decision. The use of ADR arbitration services costs far less and takes less time to resolve than going through the Courts. “Free registration with TGAS provides FENSA installers with the fastest way to comply with these new consumer laws,” commented Chris Mayne, FENSA Managing Director. A website, www.tgas.org.uk, is currently under construction. Email [email protected] for further information or to sign up.