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Archive for the ‘uPVC Windows’ Category

Queen to install double glazing at Buckingham Palace

Saturday, July 10th, 2010

According to the Energy Saving Trust website, Her Majesty is planning upgrading her 775 room central London residence with double glazing.

I’ve had a look at pictures of Buckingham Palace, and I feel Synseal uPVC vertical sliding sash windows will be ideal for this energy efficient home improvement:

So, I’m intending giving the Queen a ring next week to see if I can fix up an appointment to give her a free ‘no obligation’ quotation.  I would be willing to do a special deal if she’s happy for us to leave a sandwich board in the front drive for 6 months.

National companies let the side down again

Wednesday, June 23rd, 2010

I’ve long been a critic of the sales tactics of the National window companies in our industry and a latest report from Which? and published in the Guardian newspaper highlights the disservice these guys have to the industry as a whole.

Here’s the article:

Major window firms attacked for ‘misleading’ public
Which? study finds Anglian, Everest, Weatherseal and Safestyle salespeople making false claims or using hard-sell tactics.

Double glazing salespeople are using misleading claims and hard-sell tactics to get homeowners to sign on the dotted line, according to an investigation by Which?.

The consumer organisation used undercover researchers to test the £1.2bn-a-year double glazing industry, inviting four major companies – Anglian Windows, Everest, Weatherseal Home Improvements/Zenith Staybrite and Safestyle (UK) – to provide quotes for double glazing at four addresses around the UK in March.

A senior trading standards officer and sales expert then listened to recordings of the visits and analysed the tactics used. These included claiming to be a part of a non-existent government scrappage system.

Which? also found:

• Six out of 18 salespeople made misleading claims, such as: “We’ve been tested by the government and were chosen for its scrappage scheme” (an Anglian salesperson) and: “By law, through trading standards, you can only give up to a 10-year guarantee” (a Safestyle UK salesperson);

• Seven out of the 18 salespeople offered a discount if the undercover researcher signed up immediately;

• Fifteen out of 18 offered significant savings, often half the “original” price – the biggest drop was £16,926 from an Everest salesperson;

• Many of the salespeople offered a lower price with a “credit deal” but working out how much you’d pay was incredibly difficult.

• One Zenith salesperson asked the researcher to sign their name twice to confirm he’d told her the relevant information – a psychological technique to warm up customers.

Peter Vicary-Smith, chief executive of Which?, said: “As a homeowner, replacing your windows is one of the most expensive jobs you’re likely to face, which is why we’re so disappointed to discover salespeople from the biggest names in the business making outlandish claims and using hard-sell tactics.”

Which? said it hoped the introduction of the Double Glazing and Conservatory Ombudsman Scheme, launched in May, would help increase transparency of prices.

In response to the report, Everest Limited said: “We never deprive customers of the opportunity to make an informed decision. We are extremely disappointed by these findings and reject accusations of breaking regulations. Our offers are genuine. We offer a price promise, and a seven-day unconditional cancellation period on all sales. ‘False claims’ go against our training, guidelines and documentation.”

Anglian Homes said: “All Anglian sales representatives are comprehensively trained but we do recognise that very occasionally mistakes are made and in this instance it appears that there has been some confusion surrounding the Anglian window scrappage scheme.”

It said it would “once again make it clear to all our sales representatives that the two are unrelated and there is no government-backed scrappage scheme”.

My thoughts are as follows:

I’ve recently been reminded by a number of people that employees of nationals are ‘human beings’ also.  Indeed, I have only ever met human beings who work for these companies – and have been surprised how nice they are.  So, why do the people in charge of these companies insist on dragging our industry through the mud by training their sales staff in this way?

The problem is that articles like this tar all sales people in our industry with the same brush, when in reality the premium brands in our industry are the worst culprits for dodgy sales tactics.

Where this article has completely lost the plot is the suggestion that the DGCOS is likely to help sort this problem out.  I’m not aware that this new organisation has any influence on the pricing strategy of installers.  And, from what I see the emphasis is on signing installers up at the DGCOS (with the intention of making a profit) rather than offering a solution to bad sales practices.

The national companies need to rethink their sales tactics and start selling the benefits of their companies and products, and cut the bullshit sales techniques out once and for all.

Is it time to train our fitters properly?

Tuesday, April 27th, 2010

I’ve just been reading Windows Active magazine and felt compelled to write about one of the articles.

Danny Williams from Pioneer Trading has suggested that 80% of all problems and complaints from customers result from poorly trained fitters.  He states:

“Based on my own experience, I reckon the whole industry loses out by about £40m a year.  The sort of figures I am looking at for example are £400 to be called back to adjust a door, and £1000 to take out and refit a bay.”

He then goes on to say:

“If the industry launched some kind of training scheme, which gives individual fitters a qualification, then less money would be wasted on call backs.  Not only that, but there is no point in fabricating energy-efficient windows if they fitted incorrectly – all the energy they are supposed to save will simply leak out”‘

Well, I have to wholeheartedly agree and would suggest that such a scheme would be very useful.

But, I would add that it’s not always down to the technical side of how windows, doors and conservatories are fitted.  I believe that in many instances, fitters need to be trained about how to behave in people’s homes, and understand the implications to the company if they throw their cigarettes in the garden, don’t sheet up properly, play loud rock music in the back garden etc while working.

I suspect that many fitters may be very good at fitting windows, but pretty poor at customer care skills.  And, if a customer doesn’t like the fitting team they are more likely to pick faults that they would never mention if they had been looked after properly during installation.

A well trained, polite and courteous installation department is potentially more important to a company than it’s sales force, but I suspect most business owners often forget this.

Interview with Alan Fielder of Edgetech

Wednesday, March 10th, 2010

Alan Fielder small

How do you feel the impending changes to compliance with building regulations in October will affect the industry as a whole?

My feeling is it will have a tremendous affect on the entire industry. If the proposed Building Regulations are passed every single replacement window sold will have to have a C rating with the British Fenestration Ratings Council. This will impact on every business throughout the supply chain as suppliers will need to ensure they are supplying energy efficient alternatives, just as window companies will need to ensure they are using the most advanced technologies to meet legislation. 

Do you feel that companies in our industry are ready for these changes?

While there are forward thinking companies that embraced Window Energy Ratings as the differentiating opportunity they were early on, the majority of the market still hasn’t achieved a Window Energy Rating and if anything are as confused and worried about the process of getting one as they ever have been. They have had plenty of time but they haven’t taken any action. 

Even for those companies with Window Energy Ratings on their standard window – when they put fully reinforced (e.g. foiled) windows through the same process for example, will they still achieve a C rating? And if they do, will they be able to afford to put all of their combinations of windows through the process? 

It would also seem that there are numerous companies who believe that because their window achieves the perfromance required for a given rating, they are entitled to sell their products as energy rated. This is not the case. A window only has a BFRC Window Energy Rating when it has gone through the WER submission process, when it is registered at www.bfrc.org and when it carries the appropriate label. 

That’s why Edgetech has launched the ‘Journey to C’ initiative (www.journeytoc.co.uk) – the nationwide series of FREE workshops to help companies achieve the ratings they need. We recognise what a huge challenge this is for the industry and wanted to offer as much practical support for companies still daunted by the WER process or confused about how the proposed changes to Building Regulations will affect them.  

There seems to be a lot of concern about the real value of solar gain, which plays a major part in calculating a window’s energy rating. Do you feel U-Values are a better way of comparing different windows relative energy efficiency?

It would seem to me to be just as daft to ignore solar gain as it is to overrate it. Cleverer men than me have put their heads together to come up with a rating system that has the approval of government. I don’t really believe that CLG are adopting the BFRC Window Energy Rating scheme as the preferred method of Document L compliance because it is perfect but rather because it is there, it is functional and it is cost effective. To that end I prefer to get on with helping companies get on board with it, use it to their commercial advantage and get on with running their businesses. 

Personally, I’m concerned that having WERs as the only way of complying wit building regulations will stifle innovation, choice and create problems should any company in the supply chain cease trading. For example, what will an installer do if the company they purchase sealed units from ceases trading? Surely there needs to be a quick way for installers and fabricators to switch to an equivalent product from an equivalent supplier?

I understand your concern but there are provisions within the BFRC for licence submissions to include more than one supplier and the Licence of Addition option enables licence holders to use more than one supplier and more than one glazing combination in their WER offering. 

Following on from the above question, we currently have our energy rated windows tested with Swisspacer. Assuming Super Spacer is a similar Warm Edge product, what process would Conservatory Outlet and its installers have to go through to make such a minor alteration? How long would it take and what costs associated? 

Well of course I wouldn’t consider our unique Super Spacer product to be ‘similar’ to anything else! But for the purpose of your question, to make any product component changes; frame, mullion, sash, glazing bead, glass, spacer, glazing cavity fill, gasketry or even reinforcement requires a new thermal simulation report and possibly a new system air leakage report. This would then need a new BFRC submission and a new licence. This process need not take any longer than a week or two depending on the availability of the required technical reports and the workload at BFRC and your Independent Agent. The reports should be available from systems suppliers either free or at nominal cost, though if you have to get your own simulation reports done they will cost you somewhere between £500 and £1500 each. The change should be able to be incorporated into your existing IA audit regime so there should only be nominal costs involved here though this will need to be clarified with your IA. Current BFRC licence cost is £200 per product per annum. 

I understand there are currently around 300 companies in the UK with an energy rating but FENSA claim to have over 9000 companies in their scheme. Can the simulators simulate, the IAs audit and the BFRC register the rest of the industry by October? 

The simple answer is probably not. Before launching our ‘Journey to C’ initiative we considered very carefully the timing of the events and decided not to delay because if the proposed Building Regulations are approved in April, the industry would have even less time to prepare. ‘Journey to C’ will only scratch the surface of what needs to be done but at least we’re doing all we can to support our customers and potential customers meet up and coming legislation.  

Of course now we risk the Building Regulations not being passed or being changed, but in our view although this removes the urgency, the market will continue to move towards Window Energy Ratings and I honestly believe that companies without a rating will soon start to feel the pinch if they’re not already. 

Do you think that these proposed changes will ultimately force many smaller sealed unit manufacturers, PVC-U fabricators and installers out of business? 

I don’t think this will necessarily be the case but of course with any huge shift in legislation that let’s not forget costs a lot of money, this is a risk. All the more reason however to be prepared sooner rather than later. It’s the smaller companies that sit back and wait to see what happens with Building Regulations and how it will affect them, that will be caught short. Smaller companies that grab the bull by the horns have every chance of stealing a march on their competitors if they act sooner rather than later. 

While I understand that many people are fearful of the consequences of the proposed changes and nobody actually wants to see change for the sake of change, and I also understand that some sectors see current trends and proposed legislation as restrictive to their historic trading patterns, we are operating against a backdrop where the need to reduce emissions, provide ourselves with some energy security and conserve our fossil resources while we develop renewables, means that to just carry on as we are is no longer an option. 

In the bigger picture, governments the world over (I know there are some exceptions, but in the main) are looking to bring about fundamental changes in human behaviour on both individual and social fronts. Why should we be any different? A lot of the changes we will have to go through as individuals and as an industry may not be very comfortable but change we have to, and change we inevitably will.

——————————————-

For more information about Edgetech visit http://www.superspacer.co.uk/

Just an idea I thought I’d run by you

Monday, March 8th, 2010

OK, I’ve probably not thought this through properly, and am very much talking aloud with this post.  So, please be gentle with me if I’m miles offside here.

But, I’ve been thinking about the previous post with the £2080 window sale, and also the debate I sparked about upselling.

It was clear that most of the readers of this blog believe in pricing windows and doors fairly.  In other words, a price that is fair for the customer and fair for the company.  The company is generating enough money from the sale to sustain their business and make a small profit, and the customer is not ripped off and happy with the price.

So, what about if there was a website available with a national window and door price list which both customers and companies could work from?  I’m not talking about one of those lead generating websites where a customer can get a wildly inflated price if they divulge their details, and then get pestered by 3 companies.

I’m talking of an agreed pricing structure which customers can look at freely, and without having to supply their details.  The prices are realistic – not inflated for discounting by a salesman, or ridiculously cheap so that upselling is required.  Just fair prices for both the customer and the company.

Then, companies who are happy to sell windows and doors at these fair prices can sign up to the price list, and have their details listed on the website.  If a customer likes the prices on the website then they can contact any of the companies listed.

There’d need to be assurances from the companies taking part that they will work to the price list, and a small degree of flexibility of prices would need factoring in for regional and installation variations.

In the same way that David asked in the previous post ‘am I being too soft’, I’m wondering ‘am I being realistic?’

No doubt people from our industry will have the following doubts:

  • It’s a salesman’s job to work quotes out.
  • I wouldn’t want my competitors knowing my prices.

Like I’ve said, I’m just thinking aloud.  If a website existed that gave consumers a pretty accurate price for windows and doors, and generated leads for those companies associated then maybe that could be a good thing….

Good salesman or Rogue Trader?

Monday, March 8th, 2010

Guest Post by David

Sat a lead yesterday with a frail old lady in her eighties. She had already had a few windows done by one of the Nationals.

After a chat she revealed what she had paid for these windows and even showed me her invoice. The reputable company in question had charged the poor soul £2080.00 for one 1800×1200 window with 2 opening casements. The maximum retail we would charge on this would be about £500.00 max.

I do feel that they had taken advantage somewhat of a fairly vulnerable old lady.  Any company with less of a reputation would be classed as a rip off merchant and rogue trader. What are your renegade thoughts. Am I just too soft?

Regards

David

Are our windows environmentally friendly?

Friday, February 12th, 2010

Here’s the Environmental Friendliness Test from the Integrity Windows new product development lab which clearly demonstrates the windows that we are fitting are not the most environmentally friendly.

Guest post by David Bingham of ConservatoryLand

Anger and confusion about WER scheme

Sunday, February 7th, 2010

I’ve been reading with interest the lengthening thread on the Thermoseal blog about the Window Energy Scheme and its impact on our industry.

It appears that there are many people concerned that the impending changes to the WER scheme in October will have a devastating effect on many small IGU fabricators, PVCu manufacturers and installers. Many of the comments refer to small businesses being pushed out of business and people being forced onto the dole.

I am becoming increasingly concerned myself that the industry is just not ready to replace U-Values with WERs as the only way to comply with building regulations in such a short time scale.

The whole thing seems badly thought out, and there seems to be a lot of confusion about what the changes will actually mean to individual businesses. There are even people questioning the validity of the science behind the rating system.

Our company has successfully been marketing energy rated windows for some time now, but I’m particularly frustrated with the amount of unnecessary bureaucracy it entails and the lack of flexibility we now have with sealed unit product supply.

So, I’m trying to fix up to have an interview on the website with Giles Wilson of the BFRC, although I’m yet to get a response to my request. I want to ask him for clarity on a couple of questions I need clarifying, but I would also like to hear any constructive questions you might like me to put to him.

Please submit your questions below, and then I’ll compile the best 8 or 10 and send them to him.

All gone gas or Argon gas – which do you prefer?

Thursday, February 4th, 2010

Guest Post by Steve Massey

As Document L of the building regulations continues to be tightened for both new and existing dwellings, Argon gas filling will become a standard process in sealed unit production.

BS EN 1279 is now mandatory for all sealed unit manufacturers and clearly defines the rules for gas filling compliance. EN1279 part 3 states : units must be within -5%/+10% of a specified single gas concentration and must have a leakage rate of less than 1% per year, over a 10-year period. It is reasonable to take 90% as the concentration level for Argon, because this is the level that all WER windows are calculated at.

As part of our EN1279 part 6 compliance responsibilities, we have to undertake daily testing of our gas production. We are required to log and record the concentration levels for a minimum of 3 random units per day from the Argon batch. We actually test many more to check that all our systems are working correctly. This ensures that our customers will not be faced with a huge product recall due to either illegal or unfit for purpose products. Ask Toyota what their current recall issue is going to cost them.

argon gas analysis

Our calibrated external Sparklike Gas test machine gives instant readings of Argon content. We can test a unit that is in-situ glazed, as easily as testing units from our production. We would recommend that any window company buying gas filled sealed units asks their sealed unit supplier for the following:

• To visit their factory and view their gas production and testing systems
• Examine their EN1279 part 3 pass report
• To bring their in house gas testing machine to site and test the gas content of random units
• Repeat these actions regularly to ensure that they maintain quality.

We welcome window companies with any doubts about their products to bring a unit to our factory for a confidential Argon concentration test. We think that the peace of mind would be worth the trip.

Regards

Steve Massey
Regency Glass Ltd
www.regencyglass.co.uk
www.sparklike.com

Are your windows unleaded?

Tuesday, February 2nd, 2010

Guest post by Roger Hartshorne in response to Martin Randall’s recent post

I agree with all of your comments and sentiments, and congratulations on your new appointment within the GGF. I have read this website over the last 12 months and noted the comments without a response, however I think now is the time to make one or two points.

lead-free-windows

One of the major developments in recent times must be Lead Free Profile. Some system companies have either avoided the change or just chose not to do it. Lead Free petrol was launched to reduce pollution, everyone who buys petrol now buys lead free because its the right thing to do, some systems companies still supply lead stabilised window profiles, why?????. The only reason can be commercial gain for short term profit. Just imagine if you had to put the green skull and crossbones on your adverts for windows and imagine the conversations to explain this to Joe Public.

The systems companies have been guilty of not supplying new products over the last 3 or 4 years due to the constraints of reccession. Innovation has stalled, but this has been fed by the fabricators just wanting to buy cheap. I have met numerous fabricators who know that the system they fabricate is outdated, lead stabilised, restricted in terms of thermal performance, but cheap. This just allows the system companies to avoid expensive change of either tools, raw materials or both. Ultimately, who will lose out?

If you look at other industries then change and improvement is driven by the customer, everyone now accepts that their new fridge has an energy rating, every one accepts that your new fridge is fully recyclable without any nasty gases inside, yet why oh why do some fabricators keep knocking old outdated windows with no energy rating, made with soon to be illegal metal inside? Come on lads rather than moan about the market, look forward and embrace change and help push it forward rather than being dragged along.

Regards
Roger Hartshorne
http://liniar.co.uk/

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