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The Customer Is Not Always Right – Here’s Why………

Every established business owner has drilled into their staff that the customer is always right – the problem with this statement is the customer isn’t always right and to think otherwise can result in a serious disservice to you, your company and more importantly your customers.

Replacement window and door installations are bespoke products as they are designed, manufactured and installed by the installation company. Therefore, the installer is the designer, surveyor and installer of this manufactured bespoke product and holds legal obligations to the consumer as the person/company having the professional knowledge.

The installer is duty bound to know the Building Regulations, and other legal requirements required for a compliant installation as a professional. It is not reasonable that a consumer’s knowledge of Building Regulations should equal your own and so the consumer would be unaware if their installation requirements would be compliant and fit for purpose.

There are economic considerations and constraints that the consumer will try to impose upon the glazing installer’s design, after all they are the customer, they are paying, they are right…wrong!

Certass installers are amongst some of the most responsible and quality conscience installers in the marketplace and non-compliant installations within the Certass Competent Person Scheme are exceedingly low and range between 0.1 – 0.3%.

Recently, Certass were on-site with a new glazing contractor carrying out an assessment for Competent Person Scheme membership approval. We had no alternative but to reject the glazing installer’s membership from our scheme as the glazing installer refused to correct the non-compliant installation being undertaken.

The glazing installer explained that his customer insisted it be installed this way and if he didn’t do the job this way someone else would and he would therefore, lose the business. In this instance, a window had been fitted into a bedroom where the fire egress had been made much worse. The installer knew that fitting this new replacement window was making the fire egress worse and therefore, knowingly breached Buildings Regulations to satisfy his consumer’s wishes.

If at a later date somebody was hurt, injured or killed due to this installation, it would be the glazing installer as product designer, surveyor and installer who is considered the professional who would be culpable as the glazing installer is responsible for the manufactured product being fit for purpose and Building Regulations. The installer when registering an installation with a Competent Person scheme are self certifying that the installation meets all relevant Building Regulation requirements. They are making a legal declaration.

The consequence of this installer’s refusal to take corrective measures in making his installation compliant has resulted in his Certass CPS membership being rejected, his customer without a Certass Building Regulations Compliance Certificate (BRCC) and the customer’s Local Authority Building Control will also refuse to provide certification until this installation meets Building Regulation requirements. Please do not get caught out by ignoring your professional responsibilities!

Certass Competent Person Scheme is a self-certification scheme allowing competent installers to self-certify that their installations are Building Regulations compliant. To find out more, call us on telephone number 01292 292099.

http://www.certass.co.uk/

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