DGCOS has been founded to protect homeowners from rogue traders within the industry, and Planet Conservatories are one of 300 installers who have signed up to the scheme since its inception back in February of this year. They are hopeful that they will be able to attract up to 1,800 installers within the next 3 to 4 years.

It is seen as being a consumer protection scheme as when customers choose a DGCOS registered installer to complete home improvement work at their property, they can be assured that the dealer has been properly vetted. If a customer is unhappy with the work completed by the dealer, DGCOS will provide a free dispute resolution service, and in those cases that cannot be resolved mutually, the issue will then be passed on their highly experienced ombudsman.

The scheme has been further endorsed by TV personality Nick Ross and DGCOS believe that customers are less likely to experience problems when ordering their conservatories and orangeries if they choose a DGCOS approved installer.

However, many installers in the industry have labelled the scheme a ‘lead generator’ as they believe it is just an attempt to persuade customers into thinking that DGCOS members are the only installers worth purchasing home improvement products from.

With the industry totalling approximately 14,000 double glazing firms, it has also been disputed as to whether the new ombudsman scheme can actually have any significant impact as it is set to only have around about a 14% market share of registered installers.

DGCOS’s response is that they see it as a way of eradicating the few ‘cowboys’ who are present in the industry and that they are just trying to enhance the industry’s reputation. When a member signs up to the scheme they will be continually assessed to ensure that they are consistently meeting the standards required.

For more information visit Planet Conservatories online or freephone 0800 612 2255

The Double Glazing & Conservatory Ombudsman Scheme aims to offer protection for double glazing and conservatory consumers and double glazing and conservatory installers in a £4.65bn double glazing and conservatory industry. The double glazing and conservatory industry was responsible for 22,000 complaints to trading standards last year.

The DGCOS has already signed up 126 double glazing installers. It is claimed that the new scheme is different from existing consumer protection schemes because installers who sign up for it are legally bound by its decisions.

The DGCOS Compensation Fund will pay out all bona fide claims to compensate homeowners using DGCOS Accredited Installers where traders fail to live up to their promises and the ombudsman has found in their favour. Traders will also have some protection against customers who withhold payment or make unfounded complaints. The double glazing installers also have to pay into a bond scheme to cover compensation if they cease trading.

Nick Ross said: “Consumer agencies champion ombudsman schemes because they give customers real protection. DGCOS is based on similar schemes which have been successful in other industries and are strongly recommended by consumer groups.

“Rogue traders have done serious harm to the reputation of the industry, so restoring confidence is important not just for consumers but for all good contractors. DGCOS can help rebuild trust and mark out the good guys from the cowboys.”

While I wholeheartedly agree with free speech and debate, sometimes forums of this nature can cross the line into a more defamatory nature as the piece that was removed did and it can become damaging and unfair. I reserve the right to fight our corner and protect the integrity of DGCOS if I think this is happening.

Firstly, we have never said to any journalists that this industry is full of rogues or incompetents. It isn’t, and we’ve said several times that a few rogues and cowboys damage the reputations of the many. We have only ever said factual information and given a potential solution to the 22,000+ complaints received about this industry last year. We do not have editorial control over anything that is not published by DGCOS – as is witnessed by this blog.

Also, we do not seek to represent the industry. DGCOS is an Ombudsman scheme with judicial powers and extensive powers of investigation. It is a consumer protection organisation. Installers and the industry will benefit from its existence.

I welcome Nigel’s attempt to put some organisations into perspective. As he says, “Fensa ….was never designed as a consumer protection organisation. The Glass and Glazing Federation is a Trade Federation, whose main driver is promote technical and ethical standards”

However, he is incorrect when he says DGCOS is ‘ultimately a lead generator’. DGCOS provides the consumer protection the industry needs to help its reputation. The fact that DGCOS is aware of the needs of the people who drive the industry, the installers, and the things they need to ‘buy into’ the scheme is testament to our research and ability to deliver a great scheme.

DGCOS does not pretend to cover the whole double glazing industry. We cannot. Many companies will just not make the grade. 23% of applications so far have failed. DGCOS covers only installation businesses who have taken the trouble to become accredited members – our website makes this clear.

DGCOS is different because it is a robust Ombudsman Scheme. Bona fide complaints will be investigated thoroughly. Wrongs will be addressed and put right. Investigations of complaints are mandatory whereas many trade bodies provide an optional ‘conciliation’ service which members may or may not abide by. DGCOS also provides a free independent inspection service on disputed installations. The Ombudsman’s decisions are legally binding and enforceable. Members contribute to a Compensation Fund to ensure awards are honoured. No other organisation offers all of this for the industry.

The Ombudsman, Dr Ronald Barham, is a Fellow of The Chartered Institute of Arbitrators and has been operating as an Ombudsman since 1996. He has extensive knowledge of the construction industry and is a member of the arbitration panels of several professional and government bodies. He is independent of all member organisations, is not funded by members, and is not on the management team or board of directors of DGCOS so that any judgment he makes could not be considered biased.

In regards to the costs, wildly inaccurate figures have been mentioned on this blog. The cost of ongoing membership is affordable by all professional installers. The ongoing cost is in the region of 1.2% of their retail turnover. For the overall benefits on offer this is a bargain. The marketing materials are excellent and proving very successful for installers.

To dispel another rumour, DGCOS does not sell IBGs, and we make no money from them. We have investigated the provision of IBGs to consumers and found that there are many loopholes. This is unacceptable to DGCOS. Therefore, we have negotiated a policy for members with our approved supplier, IWA, to ensure everyone is covered. The Compensation Fund also enables any customer of a member who is not registered to have a fallback position.

The purpose of our marketing, PR and advertising is to communicate strongly to people so they take notice of the scheme as many consumers, consumer support groups and the media are already doing. This is only the beginning. However, Nick Ross does not put his name to ‘mere marketing gimmicks’. Nick has been personally involved in ensuring that what the scheme offers is sound, robust and will serve the industry well.

Our credit score may be low. This is because we are new and have not turned a surplus yet. We won’t do for 2-3 years dependent on the take up rate from installers. Our aim is to attract 1,800 of the best installers into accreditation over the next 3-4 years. That will be approx 14% of installers in the UK. As I said, not everyone will make it.

I’d like to thank the organisers of GlassTalk for their ‘on the couch’ invitation. However, DGCOS cannot adequately be explained in a few minutes and I am going to graciously decline this invitation.

However, I do intend to attend Glasstalk, along with 5 of our senior people.

We will soon be organising a series of seminars around the country and will be extending invitations to any interested party who would like to attend their nearest seminar and participate in the Q&A sessions at the end.

DGCOS isn’t for everyone, and I am not out to convert everyone. If people are happy as members of the GGF or other bodies that’s fine by me, but I do believe DGCOS is by far and away the best consumer protection scheme in the industry, because it was designed to be.

Read the latest discussions on DGCOS at www.glasstalk.co.uk or visit: www.dgcos.org.uk

Installers who become members of the DGCOS will be able to offer their customers a range of policies, including deposit protection, work in progress insurance and an insurance-backed guarantee. Homeowners, meanwhile, will be offered access to professional mediators, independent inspectors and a dispute resolution and arbitration service conducted by the Ombudsman. The DGCOS scheme will offer installers protection against unfair complaints from customers and companies who withhold payment for completed work.

The DGCOS scheme, which has been trialled for over two years, will be promoted by national TV and radio advertising campaigns fronted by Nick Ross, the former presenter of the BBC’s Crimewatch and Watchdog programmes.

In brief, DGCOS is offering consumers safeguards and protection including:
1 – Accredited Installers
2 – Deposit Protection
3 – 10 Year Guarantee
4 – Insurance Backed Guarantee
5 – Free Advice Line
6 – Ombudsman Protection

To protect homeowners further DGCOS provide access to professional mediators, independent inspectors and a Compensation Fund to honour awards made by the Double Glazing and Conservatory Ombudsman Scheme.

Glasstalk is the new Double Glazing & Conservatory Forum website creating debate on all issue within the industry. To find out what people are discussing – visit www.glasstalk.co.uk today!