What changed in 2019?

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What changed in 2019?

As one year ends and another begins we look at the home improvement marketplace in 2019 and reflect on a tremendously exciting and busy year for QASSS and its schemes DGCOSHIES and HICS.

Our Achievements

  • We have transformed our complaint handling and ADR service offering industry-leading speed of resolution, reducing the average time to 3.59 days as compared to the industry average of 80 days.
  • Our alternative dispute resolution service (ADR) has been recognised by the 2020 Complaint Handling Awards where we have been shortlisted as finalists in 2 categories - 'Best Complaint Handling' and 'Best Complaint Handling Team of the Year - Initiative'. Plus, we’ve also been nominated for another award with the Top Companies for Customer Service.
  • We continued the process in 2019 of really getting to know our customers much better, either being on the road and meeting face-to-face or chatting to them over the phone.
  • We rebranded and relaunched our DGCOS, HICS and HIES consumer protection websites and marketing material, including the introduction of a new brand ambassador, George Clarke, a passionate advocate for high standards in the home improvement industry.
  • Towards the end of 2019, we also launched our new e-commerce shop to make it easier to order marketing material and register your jobs all in one place.
  • In 2019, we refreshed the QASSS site to showcase our remedial management, alternative dispute resolution and complaints handling services for the home improvement sector.
  • In 2019 we invested internally to support our network. We have brought in senior specialists in the areas of IT, marketing, service delivery, and quality assurance to set up the business for the future as well as supporting our members.
  • We announced new partnerships with finance lenders, finance brokers, manufacturers, investors and West Yorkshire Trading Standards, to provide our customers with new model documentation for 2020 that will help cover you across all bases, from a legal perspective.

Similarly, as we have done, glaziers may be reflecting and evaluating the past 12 months to set some goals for the year ahead. As well as personal goals, glazing installers might be looking at the glazing industry and setting themselves work-related goals based on the changing marketplace. So, what changed for glazing in 2019?


It is no surprise that 2019 saw a huge increase in homeowners focusing on reducing their energy consumption, not just to save money but also to help the environment. With this trend over 2019, we can expect to see more glaziers adding energy-efficient windows and doors to their product range.

As the world takes on a more anti-plastic approach in their daily lives, installers may have seen a decrease or at least more questions from their customers when considering uPVC for their home. However, with this, many have seen an increase in recycled materials being used within the market. If uPVC wishes to flourish in the coming years, installers and manufacturers may have to consider the recycling route.

Smart Technology

Although smart technology is mainly considered to be more of an advancement in the general home improvement industry, the glazing industry has seen its fair share of smart tech for windows and doors.

Manufacturers, such as Yale, have launched smart locks, alarms, and cameras, all of which can be expected to grow and develop over the coming years. A survey carried out by OnePoll has revealed that 57% of homes have a smart device of some sort to control their appliances with 45% of those surveyed planning to make their home even smarter. [1] To find out more about smart homes, check out our blog here.

As customers look to add an extra layer of security to their home, it can be expected that installers could be asked more about smart door and window locks.

DIY Generation

Over the years the DIY generation has steadily gained pace and is predicted to continue in 2020. Due to more homeowners improving their home rather than moving it is no surprise that the rate of DIYers is increasing. A survey carried out by Hiscox shows that just 3% of homeowners opted to improve their existing home instead of moving in 2013 but by 2018 the figure increased to 15%. [2]

[1] https://www.smarthomeweek.co.uk/smart-homes/
[2] https://www.hiscox.co.uk/sites/uk/files/documents/2018-03/Hiscox_renovations_extensions_report_2018.pdf

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