From: Tony Pickup Founder, DGCOS

If ever there was a time that proves comprehensive protection for consumers isn’t just a ‘nice to have’, it’s a ‘must have’ for the sake of the industry’s reputation, it is now.

With the demise of SafeGlaze UK, the industry should debate its stance on providing robust consumer protection and the audit, policing and delivery of this. For example, SafeGlaze may have left thousands of homeowners with little comeback in terms of repair works or genuine underwritten guarantees. It appears many consumers were not actually registered by SafeGlaze with their IBG provider. Also, deposit protection isn’t mandatory in this sector, so many consumers lose out here too. At the time of writing Warmseal (whom we are informed are taking over the order book of SafeGlaze) has secured the £7m order book to fulfil orders of 2000 plus customers. It is our understanding that existing guarantees are not provided for within the deal with the liquidator. So, what will happen to those consumers left without a guarantee or protection for work already done by SafeGlaze? This type of situation (which often goes unreported or under the radar) discredits the industry and the principled people who work in it.

Our thoughts are of course with the 132 employees who lost their jobs at SafeGlaze and sincerely hope they soon find rewarding work. Homeowners, who are often affected in these circumstances, to varying degrees, are particularly close to our hearts at DGCOS. It’s the very foundation of our organisation – to offer genuine protection to consumers with no ifs, buts or maybes. No loop holes that leave homeowners exposed to financial loss. When the announcement of the appointment of a liquidator at SafeGlaze was made, DGCOS took calls from people looking for answers and advice. We employ trading standards professionals to help our group develop and advise consumers and the sector where necessary. We will continue to be on hand for customers who still aren’t sure where they stand. Please see our advice piece at https://www.dgcos.org.uk/news/safeglaze-uk-in-administration. But of course, if there is no Deposit Protection or Underwritten Guarantee actually in place (often referred to as an IBG), or if there is an IBG in place with limited scope or unfair exclusions, the homeowner is set to lose out.

It might be easy to think this is someone else’s problem. But it isn’t. If you work in the glazing sector it is your problem, by association. There is no doubt that in the wake of this recent sizeable liquidation, consumers will become even more aware of the small print and what they are really buying. This heightened fear factor can affect the whole home improvement sector. It’s a tough lesson to learn for consumers who are left disadvantaged in these scenarios, which is why the industry needs to change how it protects consumers. Once again, the industry is under scrutiny and it needs something concrete in place, such as the DGCOS 7 Pillars Of Consumer Protection, to reassure concerned consumers and journalists.

DGCOS will be writing to the other leaders in the sector, particularly of trade bodies, Competent Persons Schemes and IBG providers and the Secretary Of State at the Ministry for Housing Communities and Local Government (MHCLG) [the ministry responsible for legislation in the glazing sector] to discuss how the sector can realistically and affordably provide protection and redress for all consumers at an affordable price with zero cost to the Treasury. It is possible.

DGCOS installer members are able to reassure their customers and guarantee hand on heart, that their customers will be protected should things go wrong. With over 600,000 consumer contracts (worth over £3 billion pounds) underwritten by our wider group including over 1 million doors, windows and conservatories contracts protected by DGCOS since 2010, professional installers can always turn to us to protect their business, their customers and their reputations. Peace of Mind cannot be underestimated, especially at times like these.