January 2024

Contract Certass Members’ Talk Forum
'SUPPLIERS ARE FALLING SHORT'
Reporting on the Certass Facebook Forum’s hottest topics, Danelle Vanstone, Head of
Membership for Certass, discusses product quality and accountability.
I
n the challenging landscape that our industry
finds itself wading through, it is disheartening
to observe a growing trend – suppliers falling
short of the mark and leaving installers grappling
with subpar products. The Certass Members
Forum on Facebook has been buzzing with
discussions over supplier issues, particularly the
declining quality of glass, an issue that seems
to be on a continual path of escalation as we
welcome 2024.
The mood shared among our member-only group
is clear: suppliers are treating installers worse
than ever, with accountability taking a backseat.
The recent surge in shattered toughened glass
sealed units has become a point of conversation,
prompting dialogue within our online community.
Installers are experiencing an alarming number of
cases, and the glass companies are hesitant to
acknowledge it.
Discussion on this issue is not an isolated
incident, it’s a recurring problem affecting multiple
installers. Some members have reported a dozen
incidents this past year alone, with shattered
panes occurring one or two years post-installation.
The frustration is real, and the question of
responsibility looms large. Who pays for these
replacements when suppliers are reluctant to
step up, leaving installers caught in the crossfire
between warranties and customer expectations?
In a rare glimmer of hope, a small fraction of
the group has shared positive experiences with
their suppliers – companies that go above and
beyond to address issues and provide support.
However, this minority is dwarfed by the
majority grappling with unresponsive suppliers,
aggravating the larger issue of the overall
perception of professionalism, competence, and
trustworthiness of the industry.
The impact of the supplier challenges goes
beyond shattered glass; it undermines the
competence of installers, a point often
emphasised in our industry. How can we ensure
Danelle Vanstone
“Suppliers are treating
installers worse
than ever”
decent installation when the very foundation –
the quality of materials – is compromised, and
supplier support is elusive?
When sitting down with larger installers, the list
of complaints is becoming sizeable and comes
from the fabrication process where too often
the quality control is limited. Frames are being
delivered to site not square, beads cut to wrong
length, hinges not correctly positioned, reinforcing
not fixed, door frames incorrectly sized, warped
products, lock mechanisms not working, etc.
Brands have been named and frequent
delinquents are often discussed in our forum,
and public industry forums. Frustrations are
highlighted specifically when dealing with
incorrect deliveries and a lack of communication.
The problem is that opposing camps are forming
on this issue, and the contracts used with
installers seem to be heavily protective of the
supplier. It seems unfair to me that a supplied
product at a poor-quality level is then dependent
on the installer both in skill and time to rectify for
its use. Too often a reported issue is fixed by a
part distribution for the installer to fit, impacting
time and money with no recompense. This would
be reasonable if an isolated incident, but reports
show this is all too frequent.
As we move into 2024, our industry must address
these challenges head-on. Installers deserve reliable
suppliers and quality materials, and the Certass
Forum will continue to be a platform for dialogue
and support. Let’s rally together for a foundation of
accountability, transparency, and a commitment
to excellence in all aspects of the chain.
We need to reset the poor supply issue and replace
it with an expectation of the product delivered as
ordered. Regulation 7 of the Building Regulations
(Material and Workmanship) determines that the
installer is responsible not only for their own install
work but also the products used.
Supplier responsibility
It is time for suppliers to stand up for their installer
customers and take responsibility for what is
supplied to site. We should be an industry that
aligns with quality products being competently
installed to develop our collective brand within the
construction and home improvement industries.
Certass discusses such issues at length in its
ongoing webinar series and the member’s forum,
as well as looking at the regulatory control and
expectations. From an installer’s perspective, it
would be wonderful if fabricators were directly
responsible for their products as seen in other
sectors. If, as with boilers, the consumer
was contacting and holding the manufacturer
responsible when there is an issue, instead of the
installer, I think matters would improve swiftly.
There are some good suppliers in the industry,
and we should highlight those who give a good
service as their business, presented as an
exemplar, will drive others to sit up and take note.
Contact Danelle for further information:
0191 249 6434
Danelle.vanstone@certass.co.uk
18 T I JANUARY 2024 PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST