As installers continue their return to work in the home, this week Jon Vanstone, Chair of Certass TA, focuses on the importance of reassuring homeowners, explains how a new auditing process for members will benefit installers as businesses going forward, plus explains how working practices initiated in the pandemic will put installers in a stronger position to prepare for and deal with the many big changes on the horizon.
1: Building consumer confidence
As installers make the return to work, we can start to understand consumer confidence levels. Feedback says that virtual selling techniques are working well. Now we need consumers to trust that we are doing everything we can to keep everyone safe during installation.
To help give homeowners this reassurance, Certass TA’s new consumer guide is now available. It can be used by members during the sales process, to let homeowners know about the precautions they are taking. It’s available to download in the members area and we’ve already had good feedback in our forum.
For those who are also in need of a finance deal to help homeowners make buying decisions, our partnership with banking group BNP Paribas is an added member benefit.
Certass has launched a new auditing process this week, designed to increase efficiency and lower future inspection costs. We do not believe that remote auditing is the best way to protect our reputation and add value for members. Instead, we will be using a risk-based surveillance model for our audits. The success of this process will determine any long-term changes.
Essentially, we will prioritise our 3-year company audits which are included in our monthly certification fee and calculate a risk score based on consumer ratings and our MTC continuum. The idea is that if the risk score is low, fewer audits are needed – so the best, professional installers save cash.
3: Moving forward
As we get used to life with COVID-19, other issues impacting on installers and the wider construction sector will still progress. Big changes to Building Regulation changes are on the horizon. The silver lining is that this pandemic will perhaps put us in a stronger position to prepare for and deal with the changes. The aftermath of COVID-19 will separate the most professional installers from those who ignore the rules, especially in the eyes of consumers who have suddenly woken up to the need for health and safety procedures.We have also proven our worth to Government throughout this crisis and given local installers a ‘seat at the table’ during future discussions on how we work. Next, the Government needs to do more for the local self-certified installer and make consumers aware of why they are the best choice for their home improvements.
Jon and the Certass team are sharing the latest, relevant Government information for installers on the Certass TA Members Forum on Facebook. The team can also take your queries and questions direct to Government if an answer can’t be found – join the conversation now!