From: Faisal Hussain, Chief Executive, DGCOS
At the Double Glazing & Conservatory Ombudsman Scheme, we recently published our Alternative Dispute Resolution (ADR) report as a Chartered Trading Standard Institute-approved ADR Competent Authority. The latest report illustrates that there is a strong correlation between customer complaints and the issues reported in the DGCOS Glass and Glazing Mental Health Survey 2022, and DGCOS recommends that tackling the big issues raised in both reports could not only make for a stronger supply chain but reduce stress and anxiety in the industry too.
When reviewing our latest ADR report, I found it particularly interesting that the type of complaints consumers are making reflect the issues that installers reported to us via our Glass and Glazing Mental Health Survey 2022. This raises the question of whether by implementing improvements to mental health management, we can reduce the number of consumer complaints that need dispute resolution? I believe the answer to that is ‘yes’.
In the ADR report, problems with product were mentioned in 52.5% of consumer complaints that came through the DGCOS dispute resolution service between 1 August 2021 to 31 July 2022. Pair this with the 12.5% of consumer complaints that were about poor customer service and we’re looking at a huge number that could be overcome by better communication and more quality control higher up the supply chain. This strongly reflects the comments made in the DGCOS Mental Health Survey, where an unreliable supply chain, quality of products and lack of communication by suppliers were mentioned by respondents as being causes of increased stress and anxiety.
If installers are not getting the right product to the right quality at the time it’s promised, this has a knock-on effect on the service they are able to provide. As the consumer-facing team, installers are being blamed for issues that are caused further up the supply chain which could be overcome by better communication and quality control from the start. For example, a QC process before dispatch would not only stop wrong or poor- quality product is reaching installers and it would also make the manufacturing process more efficient by reducing the number of call-backs and returns.
It’s not a stretch to say that there are ways in which reducing pressure on installers and levels of stress can positively affect the way in which they work. This in turn engenders a smoother running of a project on-site and better relationships with the end customer and could potentially mean a reduction in disputes.
If our aim as an industry is to work efficiently, effectively and to safeguard our colleagues’ mental health, reports like the ADR report help us to identify areas that need to be addressed. To help combat these issues, I am inviting people to join my Fenestration Working Group so if you are motivated to help, please email me directly at f.hussain@schemes.org.uk.
www.dgcos.org.uk
