Not sure about something?

Please see the following list of commonly asked Installer questions, or, if you can’t find what you need please contact us.

1. How long does it take to process my Certass application for Certass membership approval?

The time taken to gain membership approval is dependent on the amount of time take by the applicant to submit the required information and book in an initial company vetting with one of our Auditors. Typically, we will review all submitted documents within 5 working days. We will then put you in contact with one of our Auditors who should contact you within 10 working days. Let us know if you need a priority audit as we try to facilitate this.

One of our Auditors will then arrange a mutually convenient time for a site inspection if you wish to upgrade your membership to one our certification scopes. Once the on-site vetting is successfully completed you will receive full membership within 5 working days.

2. Can I register my completed jobs for Competent Person with you before membership approval?

No, you can only register jobs that have been completed after your membership has been approved for Competent Person certification.

3. How do I register my jobs with you and how do my customers get their certificate?

You can register your installations directly via our website. We will notify the relevant local authority of your completed works and post the Building Regulation Compliance Certificate to the homeowner directly.

4. Does my contract price show on the customer's Compliance Certificate?

No, only the homeowner’s address, certificate number and window and door count are shown.

5. I'm trying to register my installations online but I can't access your website?

Please contact our offices on telephone number 01292 502 396 to ensure that your membership is up to date. One of our team will be more than happy to help you with this.

6. Why do I only have 30 days to submit my installations to you?

The Building Regulations in England and Wales state that all completed replacement window and door installations are to be registered within 30 days of completion of works.

7. Is Certass the same as BSI and Fensa?

Certass, Assure and Fensa are all government approved Competent Person Schemes issuing Building Regulation Compliance Certificates to your customers for replacement window and door installations to their home. All Competent Person Schemes have the same government approval and therefore, the same status.

8. Is it possible to be a member of more than one scheme?

The government’s Ministry of Housing, Communities and Local Government department in England and Wales (MHCLG) does not stipulate that an individual contractor or company can only be a member of one Competent Person Scheme. Your Certass membership allows you to be a member of other Competent Person Schemes but you would need to check the membership rules with each other scheme to see if they prohibit you from joining more than one organisation.

9. Why do I need to provide consumer financial protection?

Our government license and Scheme Rules require appropriate financial protection is provided to consumers. An independent backed guarantee (IBG) is required from a third party.  This honours the terms of the guarantee to the consumer should you cease to trade. Certass can provide a list of our approved providers.

Contact: [email protected]

Please note, Certass cannot recommend one particular provider over another. Any IBG provider will be considered as long as the scheme criteria is met.

10. Can you arrange public liability (PL) and employer's liability (EL) insurance for me?

Yes we can. Certass Insurance Services can provide you with quotations for all your insurance needs.

Certass Insurance Services run by Kinnell Corporate has teamed up with CETA to provide Certass Members with an online quote facility for Public and Employers Liability insurance cover through a panel of insurance providers.

Get a quote online:


Certass Insurance Services are a trading name of Kinnell Corporate Limited. Certass Limited is an Introducer Appointed Representative of Kinnell Corporate Limited which is authorised and regulated by the Financial Conduct Authority: No 314946. Registered office : 14 Castle Street, Liverpool, L2 0NE. Registered In England, Company No: 531336 Policies are administered by CETA Insurance who are authorised and regulated by the Financial Conduct Authority. No:307824 Registered Office: CETA House, Cromwell Business Park, Chipping Norton, Oxon, OX7 5SR. Registered in England, company No : 02827690

11. Why do I need a consumer contract?

Providing a contract to your customers is the only way to ensure you are protected in the event of a dispute. It is a Certass Scheme Rule that all Certass members provide a contract to their customers.

12. Does the Certass Competent Person scheme cover porches, conservatories, commercial properties or new builds?

No, The Certass Competent Person Scheme (glazing scopes) only cover the replacement of windows and doors. For further advice and/or planning permission regarding porches, conservatories, or new builds, please contact the building control department / planning department of your local authority.

13. I am a Certass member. Can I certify my roofline windows with you?

Yes, so long as you are replacing the roofline window “like for like”. If it is a new roofline installation or the aperture requires extending, you will need obtain certification from your local authority.

14. I am a Certass contractor who has sub-contracted a job to another contractor. Who is responsible for registering the installation with Certass?

The company responsible for registering a homeowner’s installation is the company who has the contract and is legally bound with the homeowner. An installation can only be submitted to Certass if the contractor bound by the terms of the contract with the homeowner is a Certass member.

15. Why do I need a complaints log and complaints procedure?

At Certass, all members are vetted to ensure that they offer good quality service, the best possible protection to the consumer in the event they cease to trade and, on those rare occasions when things don’t go right, have a procedure in place for the homeowner to make their complaint known.  We advise all customers of Certass contractors to raise a complaint with the contractor in the first instance and only to refer to us if no resolution is agreed on.

16. Why do I need a complaints log and complaints procedure when I have no complaints?

It is a requirement of the terms set out in the licence granted by the government’s Communities and Local Government department in England and Wales that all our members have this in place. 

17. What is the definition of the building fabric?

The building envelope is the physical separator between the interior and the exterior environments of a building. It serves as the outer shell to help maintain the indoor environment and facilitate its climate control.

18. What are the Certass Alternate Dispute Resolution (ADR) charges for member companies?

The Certass ADR service membership does not include an additional annual fee. Case fees are charged at the rates shown here

It is a condition of Certass membership to enter into the ADR process where a consumer raises a complaint.