November/December 2019

Industry News
THE BENEFITS OF ADR
Signposting consumers to a certified
Alternative Dispute Resolution (ADR)
became UK law in October 2015, and in this
digital age some consumers can quickly
escalate a seemingly minor issue into a big
problem quite publicly, with the potential
consequences of reputational damage.
When dealing with any complaints, if the issue
can’t be resolved directly with the customer,
installers are legally compelled to signpost
consumers to a certified ADR provider and
inform them whether or not they are prepared
to use them to deal with the dispute.
Although the importance of ADR is widely
recognised, many think of it as a last resort, but
this is far from being the case. Using mediation
services drives better outcomes and
demonstrates a clear commitment to customer
service. It also helps avoid deadlocks and any
impact on a business’ reputation. A long, drawn
out dispute can prove very costly, so it’s
important to have access to a scheme that is
fast and efficient.
Latest figures show the benefits of using ADR
to reach a fair and speedy resolution. At the
end of July 2019, QASSS, which operates the
DGCOS, HIES and HICS membership schemes,
had an average resolution time of just 4.81
days, compared to the UK average ADR
resolution time of 80 days. Furthermore,
99.02% of complaints were resolved without
referral to the Ombudsman.
“We have the ability and in-depth technical
knowledge to understand situations from both
sides,” said Charlotte Pilkington, QASSS
Dispute Resolution Manager. “We have the
knowledge and experience to be able to help
consumers and installers to compromise on a
fair outcome. We provide a reasonable and
fair resolution to help resolve the dispute in
full and final settlement and allow both
parties to move forward.”
WORRYING FINDINGS FROM SAFETY SURVEY
A new survey has found that 67% of
accident reports and site inspections, with 20%
construction firms believe they would fail a saying that the administrative cost to store and
formal ‘on the spot’ Health & Safety Executive maintain such records is too large and complicated
(HSE) site inspection – or they ‘might scrape to manage effectively.
through’ – because of internal failings in
One in 3 (38%) lack access to internal reports
recording and maintaining accurate, up-todate
health and safety compliance data.
reminding staff what compliance documents and
certificates are due for renewal or have expired, and
The Health & Safety at Work etc. Act 1974 requires 36% say their business lacks a single centralised
every construction company to keep an accurate, system to store and manage personnel training and
up-to-date record of all health and safety matters, equipment testing records.
from personnel training and qualifications to
Worryingly, nearly a third (30%) of all construction
equipment maintenance, to site safety and incident
companies surveyed are not yet meeting ISO 45001
reports – all to be made immediately available to
– the world’s first ISO standard for management
the HSE upon inspection.
systems of occupational health and safety (OH&S),
But new study ‘Reducing Risk In Construction’ by introduced in March 2018 to drastically improve
Safetybank – a digitalised health and safety levels of workplace safety.
management platform – found that more than a
Michelle Di Gioia, Partner in the Dispute Resolution
third (36%) of the 2,000 construction companies
team at Gardner Leader solicitor said: “It’s vitally
polled admitted to inaccurately recording health and
important for companies to keep up-to-date records
safety compliance matters, with 17% still recording
of employees’ training, personal protective
and filing health and safety data by hand. The
equipment, records of inspection and maintenance
research panel was an equal split of SMEs (250 or
of equipment. Do not just pay lip service to retaining
less workers) and Corporates (more than 250
these documents; risk assessments and all health
workers). A quarter of the Health and Safety
and safety policies and procedures should also be
Directors, Site Managers and Managing Directors
well documented, regularly reviewed and updated,
surveyed say they have poor access to and limited
with health and safety procedures communicated,
visibility of compliance records including staff
understood and recorded.
training, medical certificates, equipment testing,
CLC ACQUISITION FOR HULTAFORS GROUP
The Hultafors Group, which
Kuny’s Leather brand in
owns Snickers Workwear,
Canada – prides itself on
has acquired CLC.
developing high quality ‘work
gear’ that combines
The leading brand in the
innovative design and
USA, CLC is North America’s
functionality as well as great value for money.
premier designer, developer and marketer of
‘work gear’ for professional tradesmen and Peter Dumigan, MD of the Hultafors Group UK,
women. It’s a product range that includes said: “We are delighted with this acquisition given
softside tool carriers, nail bags, tool pouches that the CLC ‘work gear’ range complements the
plus personal protective equipment. Custom Snickers Workwear, Hellberg Safety, Hultafors
LeatherCraft, or CLC as the brand is more Tools, Solid Gear and Toe Guard safety footwear
commonly known in the USA – and as the product portfolios perfectly.” www.goclc.com
6 TINOV/DEC 2019 PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST