Not sure about something?

Please see the following list of commonly asked 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?

Your membership will be approved for Company Vetted within 7-10 working days once we have received and assessed;

  • Your completed Certass application form
  • A copy of your consumer contract (including 14 day cooling off period)
  • 2 customer testimonials
  • Copies of you valid Employers Liability (at least £10 million) and Public Liability (at least £2 million) insurance policies
  • Evidence of your Site Operatives competence
  • Payment for your joining fee
  • A completed and signed direct debit mandate

One of our Auditors will then arrange a mutually convenient time for a site inspection if you wish to upgrade your membership for Competent Person Certification. Once the site inspection 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 either register your installations directly via our website or you may fax your installation data to us. Please note that there will be an additional charge for installations registered by fax. 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 Building Regulation 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 292099 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, BSI 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 Communities and Local Government department in England and Wales (CLG) 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. What is an IBG and why do I need a membership with an IBG provider?

An IBG is an insurance backed guarantee which is a low cost insurance policy that honours the terms of your guarantee to your customer in the event you should cease to trade. Under the terms of the license granted to Certass by the government in England and Wales, all our members must provide the homeowner with the minimum of an offer of an insurance policy to back their contractor’s guarantee. Many contractors provide this cover free of charge in order to help win sales.

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

Yes we can. Please call the Certass office on telephone number 01608 647 653 and ask to speak to a member of staff from Certass Insurance Services. Certass Insurance Services can provide you with quotations for all your insurance needs.

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 only covers the replacement of windows and doors. For further advice and/or planning permission regarding porches, conservatories, commercial properties or new builds, please contact the building control department / planning department of your local authority.

We can provide TrustMark Certification for this type of work to give your customers suitable assurances.

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 o r 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 / 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. TrustMark, the government backed initiative in England and Wales that helps consumers find reliable and trustworthy tradesmen, has recognised this and has agreed that all Certass members qualify for TrustMark Membership. 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 / 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.