Win
a TV Today with Synseal's 'Where's the Billboard?' Competition!
Congratulations to Gl@zine reader Andy Moore who won Synseal’s 'Where’s
the billboard?' competition last week. Andy correctly answered Eccles
New Road in Salford, Manchester. He couldn’t believe he’d won
the TV as he’s never won anything before. Andy works for Titan Hardware
and has several Synseal customers.
'There are loads of Synseal’s billboards round here, so when I saw
the picture on the Gl@zine I knew exactly where it was,' says Andy. 'So
I thought I’d enter the competition, but I really didn’t expect
to win!'
You’ve got another chance to win this week. So if you know where
this photo was taken of this billboard, please send your answer to billboard@synseal.com
Synseal’s branding campaign is in its eleventh week, and the TV advert
and national billboards have been seen 140,639,300 times'
Swish
Announces Rolling Programme of Investment
Window
and door systems company Swish has unveiled new investment in its South
Wales extrusion plant.
Swish
took full control of its manufacture and supply process earlier this year,
ending a supply contract with Aluplast, as part of a programme of initiatives
to deliver an improved service to its customers.
This includes significant and ongoing investment in the Swish brand and
product ranges, including in Swish's manufacturing operation in Rhymney,
South Wales.
With production and warehousing covering almost 9,000 sq metres, and employing
almost 100 people Rhymney is one of the largest extrusion operations in
the UK.
The operation includes 19 main extruders, capable of delivering outputs
of between 100kg and 400kg per hour, plus a number of smaller extruders
dedicated to applying the gasket to the main frames and beads. Meanwhile,
the Swish warehouse holds an average of 650 stillages at any one time.
Following the decision to bring its operation in-house, Swish Window and
Door Systems has announced major investment in the Rhymney plant, including
new tooling, equipment, and fleet to support improved quality and service.
Paul Lindsay, general manager, said: ‘We're investing in our plant
and our people at Rhymney to deliver a new improved level of service to
our customers.
‘The team is fully committed to taking the Swish brand forward, while
we have a huge amount of expertise and experience with many of the workforce
at Rhymney recording more than 10 years of service.
‘This stability coupled with an ongoing programme of investment is
a strong platform from which to launch an improved service, giving our
customers much more both in terms of the quality of our product and the
support that we can offer them to grow their business.’ The rolling
programme includes investment in the Traditional 70 profile system, manufactured
at Ryhmney, which Swish has supplied to its customers since the switch
from the Swish Feature 70 range and the Swish chamfered 70mm system, 70
Plus, supplied by Aluplast.
Paul said: ‘Offering a wide choice of decorative or double chamfer
sashes, thermally efficient five-chamber construction and slim sightlines,
Traditional 70 is already a popular choice with customers.
‘This is a more advanced product, making fabrication simpler and
giving installers a wide choice of options, helping them to differentiate
their products in the market place.
‘Moving forward we will continue to invest in the Swish brand to
ensure that we deliver the most technically advanced and innovative products
to our customers.’
For more information on Traditional 70 and how it can give your business
the edge, call Swish Window and Door Systems on 01455 555330 or visit
http://www.swishwindows.co.uk.
Edgetech
helps Pioneer Achieve Synseal's first 'A' Rating
Edgetech's
Super Spacer® and Synseal's Shield profile provide the winning combination
for Pioneer Trading Company's 'A' rated window. Pioneer is the first Synseal
fabricator to achieve the top BFRC rating.
‘We wanted cost effective Window Energy Ratings (WERs) to give us
an edge over our competitors,’ says Danny Williams, Managing Director
of Pioneer (pictured).
‘Edgetech has been instrumental in helping us gain all of our ratings
and we couldn't have achieved an 'A' rating without the company. Its WER:DIY
computer simulation programme explains exactly what different combinations
of profile, glass and spacer achieve what ratings.
'It showed us that to get an 'A' we needed Super Spacer. In addition to
its high energy saving performance, Super Spacer looks better than aluminium
spacer bars and importantly Super Spacer is very cost effective compared
to standard aluminium.
'It allows us to offer our customers a choice between a 'C', 'B' and 'A'
rating, which ultimately helps our customers to sell more windows.’
Web: http://www.superspacer.com
Senator
Chooses Stuga ZX4 for Factory Modernisation
Senator
Windows of Wexford in the Irish Republic is a supplier of windows throughout
the Republic and Northern Ireland with a successful network of over twenty
five fabricators. The company was formed in 1985 and was acquired by the
Gowan Group in November 2006 due to the strength of the brand.
Quality
of product and service together with commitment to market development
and product innovation are the basis for Senator Windows’ strength.
In 1989 Senator became the first window company in Ireland to be awarded
the Irish Agrément Board Certification and in 1991 was the first
Irish company awarded the ‘Q’ mark and ISO 9002. In 1998 Senator
was awarded the B.S.I. Kitemark for white uPVC windows, once again being
the first company in the Irish Republic to achieve this award. In 2005
Senator became the first and only window company to have its window certified
by the British Fenestration Rating Council to a 'C' energy rating, another
remarkable achievement and at the time of going to press Senator remains
the only company in Eire to hold an 'A' rating. Senator also holds a PAS24
certificate for its doors.
Given the success of Senator the company decided it was time to review
its production methods in order to improve quality and consistency still
further and release valuable labour to be utilised in the further expansion
of the business. Having researched the market Managing Director Kevin
Richards chose the Stuga ZX4 for the first phase of the company’s
modernisation and two of these high output cutting and prepping centres
were ordered for delivery in May and July 2007. One of the attractions
of the Stuga ZX4 was that it was clearly obvious that the machine was
much faster than its competitors but also Stuga was prepared to actually
guarantee the output of the machine as part of the contract. The ZX4 is
capable of producing between 800 and 1,200 windows in a standard week
depending on styles and preps.
Having recently installed the first ZX4 Stuga received a call from Kevin
Richards to say that he was delighted with the machine and its installation.
Kevin said: ‘You have a fabulous machine and top rate people making
the installation of the first ZX4 seamless and totally painless. I had
doubts about how well we would cope through the installation and training
period but everything went to plan and my staff have taken to it like
ducks to water. I believe Stuga not only delivered its promise of a painless
installation but even exceeded my wildest expectations. I believe we have
purchased the best cutting & prepping centre from the most professional
of machinery suppliers; thank you Stuga.’
The ZX4 is the top of the range model from Stuga which also produces the
ZX3 for medium to large fabricators and the Microline for small to medium
ones. The machine comes with an impressive array of features including
a 'U' style footprint for more efficient operating ergonomics and a shorter
length, the facility to rout on both sides of a profile simultaneously,
profile recognition, total offcut measuring and control, profile width
measuring and compensation for variations, laser measuring throughout
and the tooling flexibility to programme every profile suite in the country
in the unlikely event that this may become necessary. The automatic tooling
system allows for corrections to everyday problems on a piece by piece
basis because the cutters can be programmed individually to any angle
or position on an ad-hoc basis.
For more information please call Steve Haines at Stuga on 01455-55203
or Kevin Richards at Senator Windows on 00353-539-141522.
Web: http://www.stuga.co.uk
GAP
Launches Industry's 'First Training Centre'
GAP, the UK's largest independent PVC-U stockist, has claimed another
industry first by launching its own Training Centre. This scheme will
give installers the chance to extend their knowledge and skill base and
profit from installing roofline. The centre will also ensure that every
GAP employee knows about every GAP product.
GAP's
Joint Managing Director Charles Greensmith explains: 'GAP's Training Centre
will offer a mix of classroom and practical training for staff, installers
and customers to improve product and health and safety knowledge.
Trainees will learn the technical aspects of GAP products and get the
chance to put their skills to the test on mock installations. It's not
about giving out certificates or awards to us, its about genuinely helping
our customers fit our products'.
The training programme will be run by former Liverpool Depot Manager Karl
Owen (pictured), who according to Charles is so knowledgeable about GAP's
products that his customers at Liverpool called him 'Mr Roofline'.
In his new role as Group Training Manager Karl will pass on his 14 years
of expertise in GAP products: their features, benefits, technical aspects
and installation.
Karl comments:
'Many of our customers are unsure how to fit roofline products. We want to take the unknown from the installation process.
'It is important we provide training to customers and help them to build their businesses through their knowledge and expertise in selling and installing roofline.
'I
also want every GAP employee who picks up the phone or meets a customer
to understand what they are doing and to be able to solve customers' problems.
'GAP is renowned for its customer service and our customers know that
GAP is always willing to go the extra mile. They appreciate that we take
the time to learn about their businesses and know we can provide them
with products that stand out from the crowd.'
The Training Centre is due to begin courses in the summer.
http://www.gap.uk.com
UK
Building Industry now Relies on New EU Workers
One
of the UK's leading curtain walling and cladding companies, English Architectural
Glazing (EAG), has issued a stark warning that without new migrant EU
workers the building industry could collapse.
Managing Director of Suffolk based EAG, Simon Gladwin, says firms are
now relying on workers from new EU member nations such as Poland in order
to meet the workload on their order books.
Mr Gladwin said: ‘Many residents of EU countries are bringing their
vast skills to the UK and they are very welcome because without them arriving,
companies would experience great difficulty recruiting skilled staff and
therefore would not meet contract deadlines. We need this influx in light
of the lack of a skilled UK workforce.’
EAG employs a number of Polish residents who travel to the UK to work,
returning to their native Poland every few weeks. Their overheads while
working in Britain are low and they take the vast bulk of their wages
back home. EAG stresses that it pays the same rate to Polish workers as
UK employees and does not consider them to be a cheap alternative.
Mr Gladwin added: ‘We are noticing that many of the EU workers are
formerly trained in other professions such as medicine and accountancy;
not being able to find work in their own countries in these disciplines
many re-train for building work and arrive in the UK. I thoroughly admire
their tenacity and we at EAG are delighted to employ them. However, I
am greatly concerned that with so much construction work in the UK and
with the 2012 Olympic Games just around the corner we are facing a real
crisis in Britain with not enough British workers being available to meet
all the demands.’
EAG is now calling on the Government to provide more funding for training
courses in construction and encourage more young people to join the building
trade.
Web: http://www.eag.uk.com
Free
Marketing Health Checks from Purplex Consulting
Industry leading consultants Purplex are offering no obligation marketing
health checks for Fabricators throughout June and July.
According to Purplex MD Andrew Scott, company bosses can often get tied-down
with the day to day running of the business, and as a result marketing
can become disjointed or poorly managed.
'As the Industry evolves companies need new and better ways to generate
leads and build their brand, but it is often difficult for directors to
focus on this when they're busy running the company' commented Andrew
Scott.
Scott argues that companies achieving growth are heavily marketing focused.
'Businesses need to be sharp, customer-centric and focussed on lead generation
- whether they're trade or retail.'
The new marketing health-check is confidential and designed to identify
a companies strengths and weaknesses. It includes a follow-up report,
marketing gap-analysis and recommendations. The service normally costs
£600, but is being offered to fabricators free of charge throughout
June and July.
Andrew Scott has been working with fabricators for 20 years, and is a
Fellow of the Institute of Sales and Marketing and an accredited member
of the Institute of Direct Marketing. He is confident that the industry
has a bright future: 'This is still a £4bn market and for ambitious
fabricators there is huge opportunity for growth. Companies investing
in marketing, training and customer service will emerge as tomorrow's
market leaders.'
To arrange your Marketing Health Check, contact Corinne Hewlett on 01934
645805, or visit the website at http://www.purplex.uk.com
Award
Winning PVC-U Fire Door From Graham Holmes Astraseal
Leading trade and commercial fabricator Graham Holmes Astraseal won the
Innovation of the Year Award at the recent LHC (London Housing Corporation)
annual awards ceremony.
The
company's new FlameTEK half hour fire resisting door and side screen was
chosen from 12 submissions received from the 34 members of the LHC approved
supplier network as the best example of product design innovation by Bruce
Meechan, Editor of Housing Association Magazine.
FlameTEK is Astraseal's first volume market application of REHAU's RAUFERNO
fire resistant system which enables PVC-U frame and composite door sets
to comply with BS476 Parts 20 and 22.
Astraseal used its resources and expertise to combine its composite door
leaf with a side panel fabricated in REHAU's RAUFERNO system and submitted
it to the rigorous testing regime necessary to achieve both FIRAS and
Warrington Fire Research certification.
As a result, Astraseal has won orders for more than 1000 doors from its
social housing partners including Crosskeys, Whitefriars and Walsall Housing
Associations.
RAUFERNO was developed in 1997 by the late Dick Weatherall, REHAU's renowned
technical manager. It uses intumescent material - which expands in heat
- to create a barrier with the frame reinforcement, fire retardant glass
and door panel sufficient to meet the requirements of BS476.
It was the first time intumescents had been used successfully in the PVC-U
industry and it demonstrated their potential. However, this potential
has now been further exploited by Astraseal when it took the decision
to invest in the technology and use it to develop a universal fire door
solution.
Richard Coulson, Commercial Sales Manager at Astraseal said: 'RAUFERNO
was a ground breaking product in 1997 and its development owed much to
Dick's enthusiasm and technical knowledge, but until now its application
has been limited to one specific door leaf. It is really satisfying to
see that it will now reach a much wider market.'
As well as supplying its own customers, Astraseal is also now supplying
FlameTEK to trade customers who need to install fire doors in escape route
applications such as communal entrances, staircases and balconies.
The company expects significant demand since, for the first time, customers
will be able to choose a cost-effective PVC-U frame and composite fire
door from a completely reliable and fully accredited source which can
match the rest of the doors in a design scheme.
Richard adds: 'Fire doors are a niche product which most fabricators don't
have the resources or technology to be able to manufacture themselves.
Now, with our FlameTEK solution, we are offering them a cost effective
option which we are confident will prove extremely popular.
Veka
Appoints National Commercial Sales Manager
With over 20 years experience in the specification arena, Simon Cray was
the ideal candidate for the new role of National Commercial Sales Manager
at VEKA UK. Already established in this newly created position, Simon
is responsible for leading a dedicated team to develop commercial sales
across the country, building on existing contracts and establishing new
frameworks within the commercial sector.
'VEKA is the most specified PVCu system available in the UK and I relish
the challenge of further expanding this achievement,' says Simon. 'The
concept of partnering is one that the company values strongly and it is
through this partnering process with our fabricators and with architects
and surveyors within the commercial market, that we can maintain the most
comprehensive customer support package available. My role is to lead the
sales team from the front, raising VEKA's profile to specifiers and ensuring
that the extensive network of VEKA fabricators is available to undertake
the task.'
Simon's background is in the aluminium systems industry, but his expertise
and experience within the commercial sector enables him to bring a wealth
of knowledge to this concerted venture of VEKA to increase commercial
sales. 'We are delighted to welcome Simon on board and we are confident
in his ability to enhance our profile and that of our fabricators,' comments
Colin Torley Sales Director of VEKA.
'There is enormous scope within the commercial marketplace for our products
and by appointing a dedicated team to service this sector, we are reinforcing
our position and reputation to those involved in the specification of
doors, windows and curtain walling systems.'
Contracts
On Site Faster with New Partnership Arrangement
Social
housing providers seeking to implement major window refurbishment projects
to meet the Decent Homes deadline now have an OJEU compliant 'fast track'
route, operating nationwide, through the Bowater Windows Partnership.
The
partnership has been established by Bowater Building Products, whose System
10 window profile is now used for one in every five social housing window
installations.
In the partnership, five strategically located System 10 window fabricators
and installers are co-operating to provide customers with a co-ordinated
national service, based on local supply. The five fabricators (in alphabetical
order) are Bowater Windows in the Midlands and Southern England, Burley
Windows based in Liverpool, Sidey based in Scotland, Warmseal based in
Newcastle-Upon-Tyne and Yorkshire Windows based in Rotherham.
The Bowater Windows Partnership is able to offer a fast track route to
window procurement, as the partnership is an approved supplier for the
'U7' window framework agreement operated by the LHC Network. The LHC Network
is the UK's largest public sector procurement organisation specialising
in building products.
LHC reviews a wide range of building products and then conducts OJEU compliant
tendering processes, as well as in-depth technical analysis, to create
pre-tendered framework agreements, which any public sector body can then
use free of charge by joining the LHC Network. LHC currently offers 13
different framework arrangements and its PVC-U windows arrangement is
one of the most popular.
Bowater Building Products has successfully tendered to be one of the approved
suppliers for the LHC's framework arrangement for a number of years but
it was only in the most recent tender that they also included local fabricators
and installers. Each fabricator was then subsequently assessed by LHC.
As Marketing Director Mike Stevenson explained, this is a unique approach
but one which meets customer demand:
‘Given that the market is changing, we saw this as an innovative
approach and LHC has supported it without compromising its own standards,
as each company has been fully audited to its exacting supplier requirements.
‘The benefit for the social housing provider is that on any window
and door project, they can now avoid the lengthy and time consuming process
of tendering across Europe, by using the LHC Network's free framework
arrangement. This means work can start on site much faster and uses less
procurement resources.
‘For larger social housing providers, the fact that we can offer
a 'one standard' service anywhere in the country means they can bring
consistency to their refurbishment portfolio. This can mean lower initial
costs and much lower repair and maintenance inventories.
‘They also have the benefit of knowing they can achieve this, yet
still use local and regional companies who contribute to the local economy.
Plus, there is the potential to leverage huge nationwide capacity, which
means no supply constraints.
‘In short, the Bowater Windows Partnership delivers the recognised
benefits of vertical integration but at a local level. Design and extrusion
from the leading window and door systems company but with local relationships,
local knowledge and local after sales from companies that value the client's
business.’
Bowater Building Products has been supplying System 10 PVC-U windows,
doors and curtain walling to the public sector for over 20 years and recently
became the first major UK-based systems company to switch to a new generation
of environmentally sustainable calcium organic stabilisers.
For more information on the partnership, please telephone 0121 749 3000
or visit the Bowater Windows Partnership Stand (Number C177) at the Chartered
Institute of Housing Exhibition in Harrogate from 19th until 21st June
2007.
Connaught
Windows Signs with Deceuninck
Connaught
Windows has signed with systems supplier Deceuninck and now manufactures
the new 2500 chamfered suite and the popular 2800 decorative window from
the company's two acre fabrication site in Bournemouth.
On
making the decision to join Deceuninck, Managing Director of Connaught,
Steve Witczak said: ‘For thirteen years, Connaught has built an enviable
reputation for quality, service and reliability. After so long partnering
one systems supplier, we decided that we ought to make sure we were still
offering our customers the best.
As we looked at the market we were pleasantly surprised at the offerings
from other key suppliers. And after a great deal of research, we settled
on Deceuninck as our preferred choice of profile supplier, as the company
shares a comparable vision for product quality and the technical excellence
of its products is reassuringly solid’.
Husband and wife team, Linda and Steve Witczak were in no doubt that Deceuninck's
package was the best for their company, for several reasons. When they
first starting asking for recommendations, Deceuninck was the one mentioned
by those whose opinion they trusted the most. And when they met representatives
from the firm, they were delighted to find a company whose approach not
only mirrored their own but whose product portfolio offered them the specific
design features they - and their customers - were looking for.
Connaught Windows is now manufacturing Deceuninck's 2500 chamfered and
2800 decorative system. The company was impressed with the quality, design
and finish of the entire Deceuninck range, but it chose to fabricate these
two systems because its customers like the choice of a chamfered or decorative
profile - or a mixture of both. Deceuninck's intelligently designed product
platform means that Connaught can offer its customers exactly what they
want, cost-effectively and time-efficiently.
Commercial Director for Deceuninck, Jon Skinner commented. ‘We are
delighted that Connaught Windows has chosen Deceuninck as its profile
partner and look forward to a long-standing relationship. Both businesses
share a comparable vision for integrity, quality and efficiency and we
feel Deceuninck has the products and business solutions to support Connaught
not only now, but in the future.’
Connaught Windows service the trade and commercial markets across the
South.
Telephone: 01249 816969
Network
VEKA Backs Solid-Roof Conservatory Trend
Britain
looks set to follow Ireland in a growing demand for the 'Sunlounge' solid-roofed
conservatory, according to Network VEKA.
One member in Co. Armagh is distributing its own patent-pending prefabricated
Sunlounge roof system into Britain via two major members and early uptake
shows a growing interest in the new style.
Craigavon-based
Delta Trading saw a dramatic swing in the Irish market in the last two
years and MD Charlie Woods is confident of growing demand across the water.
‘Of course, they will never replace the traditional conservatory
in many locations,’ he said.
‘But any installer who can offer both will have a very powerful advantage.’
Network VEKA members JP McFadyen, in Scotland's Central Belt, and Nottinghamshire-based
Consort are bringing in a growing number of the roofs for retail and trade
as well as a number of showsites.
Sunlounges are said to blend in better with the house they adjoin; they
stay cooler in the summer and, despite a higher initial outlay, they are
said to retain their full installed price in the house's resale value.
One USP claimed by the Delta roof over similar prefabricated systems is
that it is structurally certified to take more weight than even the heaviest
roofing material. For example, a four by four metre structure can take
four tonnes - or more than two large family cars.
The showsite units have sparked dozens of enquiries, especially in Scotland
but, as Consort Sales & Marketing Director Stuart Buchanan explained,
the planning picture is more complex there.
‘It is more relaxed in England and Wales but in Scotland it can vary
much more from one area to another. Many authorities are unsure about
anything new but I am sure the reaction will improve when they become
more accepted.’
MdFadyen's MD Paul McFadyen says in some parts of Ireland he has seen
solid roofs on nine out of ten conservatories: ‘I wouldn't be too
surprised if they grew to 75% of the market over here.
‘We have just put one on our showsite in Edinburgh; we have built
a few for retail customers and we are actively promoting them through
our trade division, TWD Scotland.’
Delta is also offering training days for fitters on either side of the
water.
Network VEKA: 01282 473170
Charlie Woods, Delta Trading Ireland: 02838 362999
Paul McFadyen, JP McFadyen: 01698 362270
Stuart Buchanam, Consort: 01623 551661
Foilexpress
has Customer Service Wrapped-up
Specialist
lamination company Foilex has formally launched its new rapid delivery
foiling service, Foilexpress to the fabricator and installer market.
The
new Foilexpress service has been specially designed to meet the non-standard
and small quantity foiling demands of fabricators and installers, while
still remaining competitive on price.
Using the latest software and technology Foilex can offer its customers
rapid delivery on orders of up to 500 metres in either seven or 14 days
turnaround time. This includes a diverse range of PVC-U, celluar aluminium
or wood products all of which can be foiled in a choice of finishes and
colours from Foilex's comprehensive range.
Richard Morris, general manager, explains: ‘Fabricators and installers
could expect to wait for anything up to ten weeks for delivery on non-standard
and special orders.
‘Often these orders will carry minimum run quantities of 1,000 metres
or more and include set up costs of anything up to £250.
‘Foilexpress has a minimum run of just six metres, and has capped
visible set up costs set at a fraction of those of most foiling companies.’
Foilex unveiled Foilexpress last year announcing a series of trials and
tests to fine tune the operating system. Major investment in a dedicated
new production line, coupled with the latest software and technology means
Foilex can offer customers an advanced new service at minimal extra cost.
Richard says: ‘The Foilexpress lamination line features state-of-the-art
technology which reduces set up time so that short runs can be delivered
at a much lower premium than standard set up costs.
‘The price to the fabricator and installer is kept to the minimum,
which means that they can place an order on a single house-full of coloured
windows and either choose to absorb that cost or pass the cost on to the
customer.
‘What is apparent from the comments from our customers who have used
the service to date, is that it helps to set them apart in the market
place and that householders are willing to pay a little extra for new
windows, doors and roofline systems in the finish and colour of their
choice.’
For further information on the new Foilex Foilexpress offer call 01952
289209 or visit http://www.foilex.co.uk.
L.B.
Plastics Extends USA Operation
Successful
trading in the USA by international systems company L.B. Plastics has
resulted in the company adding a 50,000 sq ft extension to its factory.
The Derbyshire-based company whose product ranges include Sheerframe window
and door systems, Sheerline decking and fencing and Hometrim cladding,
soffits and fascias, operates across Europe, the Far East and USA.
The
factory extension at its US operation L.B. Plastics Inc., which is based
in North Carolina, will enable it to increase production and provide additional
storage.
Managing director James Litchfield said: ‘We are bucking the trend
in the difficult US market by achieving high demand for our low maintenance
wood grain effect PVC decking and Sheerframe bespoke window and door systems.
These products are ideal for the US home improvement market and the added
production space at the factory will help us to meet increased demand
for these high quality products.’
L.B. Plastics has been operating in the US since 1977 and employs 150
people at its 21-acre site. Initially established to service the US furniture
industry with PVC drawer units, the US operation quickly expanded into
custom extrusions before moving into the windows sector to meet the growing
demand for PVC windows for the thriving remodelling market. After the
launch of Sheerframe, L.B. went on to acquire the US business of German
systems company Kommerling in the 1990s.
Whilst the windows business continues to grow, it has been overtaken by
the strong US decking and fencing market, in which, as in the UK, L.B.'s
Sheerline system is the brand leader.
‘Part of the strength of the group is its international dimension’,
says James Litchfield. ‘We are able to effectively translate European
ideas into the US market and vice versa, to the benefit of both.’
Tel: 01773 852311
Web: http://www.lbplastics.com
True
or False: SynergeBuild is Just an Online Ordering System
Most
people who don't use SynergeBuild think it's simply an online ordering
system. But those who do use it - and that's over 70% of Deceuninck customers
- express amazement at its capabilities and the way it has transformed
and streamlined many areas of their business. That's because SynergeBuild
isn't just an online ordering system, it's much, much more. In fact, it's
a system that brings benefits to every department.
The
Marketing department will benefit from SynergeBuild's news section which
keeps fabricators up-to-date on the latest product developments. Promotional
material can also be downloaded so producing professional, high quality
marketing literature is time - and cost - effective. And perhaps most
useful of all is the WebBuilder tool that allows users to develop and
launch their own website.
The Production team will find SynergeBuild's technical library invaluable.
They can download technical specifications at the click of the mouse:
a time-saving and space-saving boon!
The Accounts department will value the stock module because it allows
users to optimise their stock levels by setting product parameters. The
result? Easily balanced orders that improve cash flow and result in better
use of warehouse space.
The Accounts team will also like the fact that they can use SynergeBuild
to track order history and ordering statistics without having to compile
complex spreadsheets.
There are also benefits for the sales team on the road. The Installer
Direct module lets them access SynergeBuild remotely. This means they
can give quotations ‘on the spot’ and answer any queries the
customer may have without having to contact the office.
Of course, SynergeBuild does offer an order processing facility too. It's
constantly being updated with new developments and feedback suggests it's
very easy to use, making it ideal for internet novices. Navigation is
simple and straightforward, so users can quickly find the service they're
looking for.
It links with fabricators' existing hardware and software so it fits seamlessly
into their systems. Because it's so simple to use, the training required
is minimal: and users can be safe in the knowledge that instant online
support is available should they have a query. As well as an ordering
system, this module also offers users the facility to track orders, get
accurate delivery dates and monitor their returns status.
In short, SynergeBuild has something for every department. So, if you
thought it was just an online ordering system, maybe it's time you thought
again.
Tel: 01249 816969
Web: http://www.deceuninck.com
Leaderflush
Switches to PermaSkin® from BASF
Leaderflush
Shapland, one of the largest performance door and doorset manufacturers
in Great Britain, is now using PermaSkin®, BASF's complete system
for finishing the surfaces of components made of wood, metal or plastic.
This system combines the high-performance plastic Luran® S (ASA: acrylonitrile-styrene-acrylate
copolymer), which is processed into a high-quality weather-resistant film,
with an innovative coating technology.
This special film solution is employed by Leaderflush Shapland to finish
internal door frames manufactured from wood-fibreboard (MDF).
Door frames thus wrapped create a ready to gloss finish whilst providing
extra protection during transportation and on-site.
Following a phase of intense testing, PermaSkin is now celebrating its
debut in the construction sector.
High-quality and durable surfaces
‘We manufacture complete doorsets for environments like hospitals
and schools which demands a very robust product. The PermaSkin system
was carefully evaluated with our customers before we concluded that it
offers a uniform damage resistant finish which meets all our performance
requirements, even when doorsets are exposed to significant abuse. When
combined with the simple application process, small space requirements
and the innovative approach of funding the project proposed by BASF, it
was easy to justify offering PermaSkin on our products’ says Todd
Altman, Managing Director at Leaderflush Shapland.
This company, founded in 1930 and headquartered in Nottingham, England,
specialises in doors for public and commercial buildings such as kindergartens,
hospitals, and office equipments.
Complete
solution comprising film and process technology
Typical surface textures such as the grain of wood are reproduced with
great precision by this colourfast, thermoplastic ASA film. It adapts
to the natural expansion of the wood and is mechanically sturdy, UV-stable
and chemical-resistant.
Its processing is quick, simple and solvent-free: without special deep-drawing
equipment, the film can be shaped and applied in one single work step
using specially developed laminating machines. Finished parts such as
doors, window frames or façade elements can be sheathed on both
sides at the same time.
BASF is offering the PermaSkin system within the scope of a new business
model: customers receive not only the film but an entire package encompassing
the machines, the adhesive and the requisite licenses.
PermaSkin and PlasticsPlus
The system PermaSkin belongs to BASF's PlasticsPlus™ product line
of speciality plastics comprising high-performance plastics based on styrene,
biodegradable materials and foams. ‘Whenever exacting requirements
have to be met, the experts and products of PlasticsPlus offer a high
level of diversity, reliability, partnership and innovative solutions’.
Web: http://www.permaskin.de
Email: styrenics.infopoint@basf.com
Email: enquiries@leaderflushshapland.co.uk
Dynamic
Hinge Switch Enhances Consort's Door Quality and Service
Trade
window and door fabricator Consort has switched to using the Dynamic 2D
hinge from SFS intec on all its PVC-U doors as part of its programme to
continuously enhance its product quality and service.
Nottinghamshire-based
Consort produces more than 2000 windows and doors every week for its trade
customers throughout the UK. The company has a long association with SFS
intec for its door hinges having used its Estetic door hinge for many
years.
Following the launch of the Dynamic 2D, Consort took the opportunity to
introduce this new hinge on all its PVC-U doors backed by SFS intec's
supply chain management programme.
Under this service, SFS intec takes responsibility for ensuring door hinges
in a variety of colours are supplied and stocked to the optimum level
to maintain production. This has delivered important efficiency improvements
for Consort, with zero service issues reported to SFS intec since the
Dynamic 2D hinges and the supply programme were introduced.
According to Peter Gledhill, Administration Director of Consort Ltd, the
Dynamic 2D was introduced for a number of important reasons.
‘We have built our business around innovation, quality and service
with guaranteed deliveries and these are qualities that we look for in
all our suppliers,’ said Peter. ‘We rate SFS intec's products
very highly and believe the Dynamic 2D represents a genuine innovation
which will benefit all our trade door customers.
‘The Dynamic 2D allows us to enhance the visual appeal of our PVC-U
doors even further without any compromise on the ease of installation
or adjustment for our customers. The hinges also deliver the strength
and security we demand in line with PAS 23 and PAS 24, vital for installers
working to the Secured by Design standard.’
Consort manufactures PVC-U doors in white, Rosewood and Cherrywood finishes
using a 70mm profile with furniture available in white, gold or silver.
The Dynamic 2D suits Consort's requirements perfectly being available
in these colours as standard as well as light brown, dark brown and black.
For further information on the Dynamic 2D door hinge, telephone SFS intec
on +44 (0)113 208 5500 or visit http://www.sfsintec.biz/uk.
TimberWindows.com
Enjoys Record-breaking Sales
Latest
year-on-year statistics from TimberWindows.com show an exceptional growth
in sales. The company says that having had a tremendous 2006, the winter
did not produce the lull in sales that other window companies have been
reporting.
February 2007 was TimberWindows.com's best month yet with sales more than
three and half times as much as the same period in 2006. Sales for the
first quarter of 2007 are also at a record high up five-fold year on year.
Chris Brunsdon, Managing Director explains: ‘The timber windows market
is expanding rapidly in the face of consumer demand but the growth of
TimberWindows.com is unprecedented. We're offering something that's completely
new - and homeowners love it. Our unique engineered timber window system
allows the homeowner to get a beautiful timber product without traditional
maintenance costs. Not only are homeowners happy, our installers benefit
from a unique fitting system making it 10% quicker to install than PVC-U.
We're confident our product is the natural successor to the PVC-U window.’
Tel: 0845 458 9181
Web: http://www.timberwindows.com
Recycler
Opens Two New Satellite Operations
Recovinyl
recycler Dekura has stepped up its sustainable approach by investing in
two new regional satellite operations to help further minimise the company's
impact on the environment.
North
East-based Dekura is one of the UK's leading PVC-U recyclers, collecting
waste from more than 1,000 window and door fabricators. As well as post-consumer
waste, it collects and processes more than 17,000 tonnes of post production
each year - most of this at its Peterlee plant.
Opening up the PVC-U recycling operations in the South West and Wales
has enabled the recycler to take one of its trucks off the road, saving
more than 100,000 miles a year and reducing emissions. It is also replacing
its fleet with the latest cleaner vehicles.
Dekura's investment was prompted by a full audit of its logistics operation
and where most material was collected, as General Manager Tony Moore explains:
‘As a national business based up in Peterlee, our distance from the
rest of the UK does raise some logistical challenges. So we felt it was
important, as a business working in the sustainable sector, that we do
everything we can to reduce our impact on the environment.
‘Having analysed every aspect of the business and the journeys we
make to see how best we could cut deliveries and collections to the absolute
minimum, the answer was to set up two satellite operations. Each has its
own processing operation to granulate material before it is sent for re-processing,
so every lorry carries a full load,’ continues Tony.
Dekura's several million pounds investment has created one of the UK's
most advanced processing plants producing fully recycled and reusable
material. Tony adds: ‘In offering our customers the very best service,
we have to make sure our own house is in order. This benefits the environment,
as well as making sound business sense.’
Dekura is among the 30 Recovinyl recyclers nationwide processing waste
PVC-U building materials from a variety of sources, from windows to pipes
and conduit.
Recovinyl is funded by the PVC industry body Vinyl 2010 formed to demonstrate
commitment to sustainable development. It is backed by the British Plastics
Federation and supported by the Waste and Resources Action Programme http://www.wrap.org.uk.
For more information, contact Axion Recycling on 0161 426 7731 or visit
the website at http://www.axionrecycling.com.
French
Programmer makes Profitmaker Customers 'Bien Plus Profitable'
Senior
Programmer Henri Piquet has joined the team at Profitmaker, helping develop
the latest innovations in lean manufacturing software. Henri has already
had a hand in building Profitmaker's support site http://support.mbni.net.
This site offers an immediate, intelligent response to every problem logged,
with either a solution or a timescale.
‘Henri
has worked in programme development for a number of years, with a background
in engineering’ says Mike Nagle, Sales and Marketing Director at
Profitmaker. ‘He will no doubt prove to be a valuable asset for not
only Profitmaker, but our customers too.’
Previously an engineer for French firms SOPRA (metrology equipment design)
and SFENA (aeronautic design and manufacturing) Henri designed not only
new products including electronics, optics and lasers - but the programmes
to drive the equipment. After specialising in software development he
brings his unique skills to Profitmaker, to make its customers' businesses
even leaner.
Henri has already been proving his worth with the development of new software
solutions the 3D Conservatory Calculator and the Production Monitor. Both
products were launched at Glassex 07.
The 3D Conservatory Calculator is the first true web based 3D Conservatory
modelling software of its kind, and enables salesmen, surveyors and installers
to generate accurate conservatory price estimates in under a minute.
And the Production Monitor allows factory managers to track every frame,
sash, glass unit and even operator through their factory in real-time,
so they can see at a glance where every item should be and is, including
remakes.
Visit http://www.profit-maker.net
for further information or contact Mike Nagle on
0870 241 3089 to see a demonstration.
Glaston
Launches New Corporate Identity
Kyro
Corporation (Glaston Corporation as of 1st June 2007) has published a
new corporate identity, which is connected, moreover, with the company's
imminent name change. A consistent brand hierarchy and Glaston identity
will be introduced worldwide after the company's name officially changes
on 1st June 2007.
The clarified Glaston brand emphasises the reliability, high quality of
end product and good service of glass processing technology's leading
company. This is also described by Glaston's new international identifying
slogan.
‘'Seeing it through' has multiple meanings and it can bring to mind
transparency and persistence, both of which are applicable to Glaston.
By persistence we mean our practice of taking things through to the very
end. It also communicates our lifecycle philosophy; our reliable long-term
cooperation with customers,’ explains Glaston Group President &
CEO, Mika Seitovirta.
At the end of 2006, Kyro began development work on its corporate identity,
to which the plan to change the Group's name was also connected. The historical
Kyro name did not reflect the international technology group, whose main
business area had been called Glaston since 2003 and whose second business
area, Energy, had
been earmarked for sale.
‘Our purpose was not only to clarify the brand hierarchy, but also
to standardise the corporate image, which is very important, especially
internally, in a group formed through several company acquisitions. Now
we are an integrated Glaston team.
Tamglass, Bavelloni and Uniglass live on as strong product brands,’
adds Seitovirta.
The Group's numerous subsidiaries in Finland and around the world will
gradually change their names to Glaston. The Group's new organisational
model and redivision of its business areas was also announced.
The curves and sharp corners of the new Glaston logo recall bent and cut
glass.
The unbroken circle of the Glaston symbol, reminiscent of the letter G,
depicts growth, development and continuity. The Stockholm brand agency
Grow Partners assisted in the visualisation of the Glaston brand. The
new identity was designed by Jari Ullakko and Lars Andersson.
The new Glaston logo and symbol can already by downloaded from the Image
Bank page in the News section at http://www.kyro.fi.
A new-look Glaston website http://www.glaston.net,
will open at the beginning of June.
Moving
Home Costs the UK Economy over £500M every Year
The
introduction of Home Information Packs (HIPs) could considerably reduce
the impact of stress, for both the consumer and for the economy, says
the Association of Home Information Pack Providers (AHIPP).
Mike Ockenden Director General, AHIPP said: ‘The high levels of transaction
failure and the extended period of uncertainty between offer and exchange
of contracts in the current home buying and selling process is one of
the most stressful times that consumers will endure in their lifetime.
‘Several studies have shown that the stress of moving home ranks
only behind ill health, relationship breakdown and bereavement yet, incredibly
we have simply learnt to accept this in the UK - unlike in most European
and Western countries, where this is far from the norm.’
Impact on the economy
Research carried out this year by Your Move, a national estate agency
asked a cross section of purchasers who had just completed the home buying
process about their experience. In particular, purchasers were asked about
the stress associated with the process and if it affected their productivity
at their place of work, with over 40% of respondents reporting that they
were less productive at work when going through the current process.
Ockenden adds: ‘Even a very conservative analysis reveals that if
a 10% loss of productivity is experienced by 40% of all people involved
in the house buying and selling process, the cost to the economy is over
£500 million a year. HIPs will significantly reduce the time taken
to exchange of contracts - by bringing more information, which can often
prove timely to collate, to the front of the process.
‘HIPs will undoubtedly have the benefit of reducing stress levels
for home buyers and sellers across the UK and as a result, this could
potentially translate into a huge benefit, not only for the consumer but
for the wider economy.’
Insolvencies
in the First Quarter 2007
Statistics
showing insolvencies in the first quarter 2007 were published on 4th May
by the Insolvency Service.
Company Liquidations
There were 3,113 liquidations in England and Wales in the first quarter
of 2007 on a seasonally adjusted basis. This was a decrease of 2.8% on
the previous quarter and a decrease of 11.6% on the same period a year
ago.
This was made up of 1,392 compulsory liquidations, a decrease of 1.0%
on the previous quarter and a decrease of 5.7% on the corresponding quarter
of the previous year, and 1,721 creditors voluntary liquidations, a decrease
of 4.2% on the previous quarter and a decrease of 15.8% on the corresponding
quarter of the previous year.
0.6% of active companies went into liquidation in the twelve months ended
Q1 2007, the same as the previous quarter and down from 0.7% in the corresponding
quarter of 2006.
Individual
Insolvencies
There
were 30,075 individual insolvencies in England and Wales in the first
quarter of 2007 on a seasonally adjusted basis. This was an increase of
1.2% on the previous quarter and an increase of 23.9% on the same period
a year ago.
This was made up of 16,842 bankruptcies, a decrease of 1.3% on the previous
quarter and an increase of 10.0% on the corresponding quarter of the previous
year, and 13,233 Individual Voluntary Arrangements (IVAs), an increase
of 4.7% on the previous quarter and an increase of 47.6% on the corresponding
quarter of the previous year.
Grants
to help climate-conscious householders to install microgeneration technologies
will be up for grabs again later this month, Alistair Darling announced
on 9th May.
The Low Carbon Buildings Programme (LCBP) has already allocated £6.8m
in grants to householders and, following the addition an extra £6m
in the Budget, applications for the remaining £11.9m will be open
from 29th May.
Since it launched in April 2006 the LCBP has directly funded 2175 installations
on homes. This includes 242 mini-turbines, 313 Solar PV projects and 1467
solar thermal heating systems.
Mr Darling said:
‘Micro-wind turbines and solar panels are fast becoming the credible
response of householders to cutting their carbon emissions as well as
their utility bills.
‘The microgeneration industry has tremendous potential in the low
carbon economy. Products are already available on the high street and
are starting to become recognisable on our skylines. This grant scheme
is designed to maximise carbon savings, demonstrate potential and help
the sector become more commercially competitive in the long term.
‘It is part of a wider government programme worth £86m that
will also award grants for larger scale installations on schools and other
public buildings.’
The grant scheme was put on hold in March while the application process
was streamlined to make sure it benefits the sector in the long term.
Key changes to the application criteria include the removal of the monthly
cap and a new requirement to have planning permission before applying.
The Government is currently consulting on removing the need for planning
permission for the majority of microgeneration installations but it must
be in place for LCBP grant applicants in the meantime.
The changes are designed to overcome delays in the take-up of grants.
Only half of the £6.8m already allocated by March had been spent
because of supply chain issues, planning consents not in place, delays
in building schedules and applicants not ready to proceed. The DTI will
continue to monitor these areas.
More detail on the new application process is available at http://www.lowcarbonbuildings.org.uk
FMB
Launches Nationwide Search for the UK’s Top Apprentices
As
Sir Alan Sugar continues his search to find his perfect candidate, the
Federation of Master Builders (FMB) begins its hunt for apprentices who
have already made their name in the construction industry.
The Apprentice of the Year Awards 2007 is a nationwide search for the
cream of the construction industry’s talent, with a £1,000
top prize. The competition is run in conjunction with the FMB’s Master
Builder of the Year Awards and is open to any UK apprentice in the construction
industry, not just those who are working for FMB member firms.
Last
year’s Apprentice of the Year, 19-year old Sean Facey was an apprentice
for small family firm S&M Marsh. With his exceptional carpentry skills,
project management and a ‘can do’ attitude, Sean won the top
prize of £1,000 and his training officer and boss each won a luxury
all inclusive weekend break at a Paramount Hotel.
Apprenticeships offered by quality building firms ensure that Britain
builds a high standard of craftsmen and women for the future. The FMB
is determined to reward these, often overlooked, talented young people,
whose hard work, outstanding ability and ‘can do’ attitude provides
a valuable contribution to the businesses they work for.
'The construction industry is the UK’s largest industry and it struggles
to maintain a skilled, qualified workforce. The Apprentice of the Year
Award not only offers the chance to put talented and deserving young people
from the industry in the spotlight, but may also encourage other young
people to consider a career in one of the construction trades,' said Richard
Diment, director general of the FMB.
The FMB is seeking nominations for The Apprentice of the Year 2007 from
employers, customers, tutors or members of the ConstructionSkills regional
teams.
So whether you are a talented apprentice or you run a building firm that
prides itself on training new recruits, you can find more details and
download an entry form at http://www.findabuilder.co.uk or by calling
0870 162 0942. The closing date for entries is 31st July and Sarah Beeny
will present the winners with their awards at the Royal Lancaster Hotel
in London, on November 8th 2007.
Max Hamps, Apprenticeships Director at ConstructionSkills, says: 'The
industry seeks over 87,000 new recruits a year, so it is vital that we
continue to promote a positive image, encourage quality young people to
take up careers in construction and show them the range of amazing jobs
on offer.'
ConstructionSkills and Screwfix Direct sponsor the Apprentice of the Year
category. Entries for this category do not have to feature the biggest
or most complicated projects; they just need to show that the apprentice
has used a high level of skill in their chosen trade.
Simon O’Mahony, Head of Marketing at Screwfix says, 'As a long time
supplier to the building trade, we understand the importance of encouraging
the next generation of talented and motivated tradespeople and are proud
to be associated with the Apprentice of the Year Award 2007.'
Master Builder of the Year 2007 is organised by the Federation of Master
Builders in association with Nissan Motor (GB) Ltd, and sponsored by American
Express, Aon Ltd, B & CE Benefit Schemes, British Gypsum Ltd, Buildstore,
CITB-ConstructionSkills, Energy Saving Trust, Envirowise, HBXL, Hilti,
Homebuilding and Renovating, LABC, NHBC, Paramount Group of Hotels, Professional
Builder Magazine, Sage (UK) Ltd, Screwfix, Travis Perkins, and Master
Builder magazine.
Creating
a Smarter Working Britain
'Working
practices are a major contributor to our problems, and also the greatest
opportunity to address them.'
The annual Work Wise UK Summit was held at the QEII Conference Centre
in London on Wednesday, May 16th. Leading speakers discussed and debated
progressing the campaign for the wider adoption of new smarter working
practices to increase business productivity and competitiveness, reduce
transport congestion and pollution, improve health, assist disadvantaged
groups, and harmonise work and family commitments.
The past few months have seen predictions of environmental disaster by
the Stern Report, transport gridlock by the Eddington Report and the World
Economic Forum reporting that the UK has fallen into the relegation zone
of global competitiveness.
David Lennan, chairman of Work Wise UK, said in opening the summit: 'Working
practices are a major contributor to our problems, and also the greatest
opportunity to address them.
'Our working practices come from a bygone era and are actually extremely
inefficient and wasteful in terms of time and energy. Working 9 to 5,
five days a week, from a central location, coupled with the desire to
travel many many miles to attend meetings, are working practices which
are largely unnecessary considering the technology available today.
'Changing these practices is an obvious solution to addressing the four
main issues facing our economy: competitiveness, the environment, road
congestion and quality of life.'
Sir Digby Jones, UK skills envoy and former director general of the CBI,
reinforced this view by giving a stark warning: 'The world is changing
fast, and unless businesses in this country rise to the challenges of
the new global economy and adopt new working practices, they will miss
out.
'Let’s be clear about this, the economies of countries such as China
and India are expanding at a massive pace, and will eclipse the established
economies in the West within a matter of a few years unless we act now.
Just look at the impact the Industrial Revolution had on the world and
the prosperity of this country when we innovated and embraced new technologies
and working practices in the 19th century.
'A successful economy is one that is prosperous and dynamic. One that
moves and changes as the market moves and changes, one which makes efficient
use of the resources it has at its disposal, without endangering the environment.
It’s about applying knowledge, not just hours.'
Work Wise UK, which was launched in May last year, is a five-year not-for-profit
programme to encourage new smarter working practices such as flexible
working (including condensed hours and nine-day fortnights), remote and
mobile working, and working from home. It has broad backing from Government,
business and trade unions, and is gaining significant momentum throughout
the UK.
Equalities Minister Ruth Kelly, who made the keynote speech at the summit,
said: 'The changes this Government has made in the last ten years, from
creating over a million more childcare places to giving six million people
the right to request flexible working, has made it easier for people to
work smart. We are committed to ensuring that more people can make the
most of their skills and contribute to our national prosperity, and will
continue to take employers with us on this journey.'
TUC general secretary Brendan Barber said: 'The quality of working life
is rapidly becoming an important issue for many working people. A growing
number of employees want more flexibility about when and where they work.
In a recent government survey* some five million people said that they
wanted to switch to flexitime or homeworking. Employers who can meet this
demand for different ways of working will gain valuable benefits in terms
of improvements in recruitment, motivation and productivity.'
(*DTI 3rd Work Life Balance Survey, 2007)SMEs are a key focus of the Work
Wise UK programme as the sector employs the majority of the working population.
David Frost, director general of the British Chambers of Commerce, a supporter
of Work Wise UK, said:
'Businesses need smarter working practices if they are to adapt to a labour
market with vastly changed expectations and needs. Research undertaken
by the British Chambers of Commerce has revealed that in many cases SMEs
are ahead of the current debate and are offering their employees the opportunity
to work flexibly in a range of different ways. Initiatives like Work Wise
can help employer and employee.'
Traffic congestion is becoming an increasingly important issue in the
UK. The Eddington Report predicted that, if unchecked, congestion will
waste around £22 billion worth of time in England alone by 2025.
Organisations that adopt new smarter working practices are able to change
travel patterns; reducing the overall need to travel and staggering the
times when people have to travel.
Ben Plowden, programme director of travel demand management, Transport
for London, said: 'In the next 15 years, the Capital’s population
is expected to grow by 800,000 people, which will greatly increase the
demand on the transport network, particularly during peak hours. As around
65 per cent of journeys made during those times are work related, it is
really important that London's employers are able to take advantage the
opportunities smarter working practices can offer both their organisations
and their employees.
'Transport for London’s Work Place Travel Planning programme helps
and supports businesses to set up travel plans which can save them money,
reduce absenteeism and improve their employees’ quality of life.'
Sir Christopher Bland, chairman, BT Group, commented: 'I am delighted
with BT's involvement in such a forward thinking project. The national
announcement for the concordat and the development of a new quality standard
dedicated to smarter working policies are key milestones that will establish
strong foundations for the project in the coming years.'
David Lennan said, in concluding the summit: 'Smarter working practices
are certainly not untested and untried: BT has been using them for over
10 years, with productivity increases of 20 per cent where they have been
introduced. Currently, 80,000, of its workforce, including around 12,000
homeworkers, are working flexibly. 'Smarter working is a win–win
solution, there is no downside. The only obstacles to changing working
practices are culture and management style. But if the UK is to remain
as one of the most progressive economies in the world, we need to overcome
these obstacles and encourage a workstyle revolution to create a smarter
working Britain able to face up to the challenges of the 21st century.'
Further information about Work Wise Week and Work Wise UK can be found
at http://www.workwiseuk.org.
Consumer
Credit Complaints - A New Era of Protection
Since
the passing of the original Consumer Credit Act 1974 firms wishing to
provide credit services to the public have had to hold an appropriate
licence from the Office of Fair Trading. Because the licences are relatively
easy and cheap to obtain and enforcement action for breaches of the legislation
is infrequent and usually minor in nature, the 1974 Act in reality provided
little protection to consumers dealing with licensed firms.
The Consumer Credit Act 2006 improves the lot of consumers quite significantly.
In particular, Section 226A of the Act, (http://www.opsi.gov.uk/acts/acts2006/60014--a.htm#59),
extends for the first time the jurisdiction of the Financial Services
Ombudsman Service ('FOS') to consumers who have an unsatisfied complaint
against one of the more than 80,000 firms that now hold standard Consumer
Credit Act Licences. From 6th April 2007 unsatisfied complainants can
refer their complaints to the FOS, totally free of charge, and the FOS
has the power to make awards of up to £100,000 if it finds in favour
of the complainant. There is no downside to the complainant – if
he loses it has cost nothing to use the service and he still has his normal
legal remedies available should he wish to use them. For licensees, however,
it is a different story. There is a charge to them for complainants using
the FOS, and any awards made against them are binding with no right of
appeal.
Moreover, licensees will have to comply with strict new regulations concerning
the handling of complaints from 6th April 2007 and they now need to implement
the appropriate procedures urgently, if they have not already done so.
Judging from the attendance rates by firms at the FOS road-shows on the
topic (many attendees have been from firms already regulated by the Financial
Services Authority and are thus not really affected by the new rules as
they must already comply), and from the enquiries made by Credit Complaints
Ltd, the vast majority of licensees are totally unaware of the new rules,
and of the new risks they will be facing (from FOS fees and awards) after
6th April.
The remainder of this article considers the new rules from the position
of the licensed firms in more detail.
What licensed firms must do to comply with the new rules
The FOS has developed new rules (which closely mirror those applying already
to those firms regulated by the Financial Services Authority ('FSA'))
which all holders of standard licences must comply with. The rules are
quire complicated and can be found in part of the FSA’s rulebook
at http://fsahandbook.info/FSA/html/handbook/DISP.
In essence, these rules require licensees to:
Display in their premises a notice to the effect that they are subject
to the FOS rules;
Have in place detailed written procedures for complying with the rules,
and in particular, for the handling of complaints (of which more later);
Give complainants a written summary of the firm’s complaints procedures;
Deal fairly with all complaints and pay appropriate redress where the
firm is at fault;
Tell complainants they have the right to refer their complaint to the
FOS and provide them with the appropriate FOS leaflet;
Pay the fees for the FOS Service. These have been set at £400 for
each complaint referred to the FOS (after two 'free' complaints each year),
plus an annual fee of around £150 which will be collected by the
Office of Fair Trading with the licence fee;
Fully co-operate with the FOS in carrying out its investigation;
Pay any awards of up to £100,000 per complaint made by the FOS,
without the right of appeal.
Many licensees are small firms or firms where arranging and advising on
credit is only a small (but often important) part of their business e.g.
car dealers. A lot of these firms do not currently hold professional indemnity
insurance (which would pay for any FOS awards) and many will not wish
to take out this form of policy in future as it can be quite expensive.
Such firms are leaving themselves open to the risk of one large award
or a series of smaller awards which could force them into insolvency.
Operating good written complaints procedures will reduce the risk of this
happening (by reducing the number of unsatisfied complainants who refer
the complaint on to the FOS), but the risk cannot be avoided completely
without insurance.
Further information on the new rules is available in a 12 page FOS leaflet
which can be obtained at http://www.financialombudsman.org.uk/publications/introduction_consumercredit.pdf.
The detailed requirements for handling complaints
The two key elements of the complaints handling procedures (apart from
dealing with the complaint fairly) are time limits and reporting to the
complainant.
All complaints must be acknowledged in writing with five days (unless
they have already been settled);
The firm must endeavour to settle the complaint (or reject it) within
four weeks;
If the complaint is still not settled within four weeks the firm must
write and explain when it expects to be able to resolve the matter, which
must be within eight weeks;
When the complaint is resolved the firm must issue a 'final response letter'
which again informs the complainant of his right to refer the matter to
the FOS if he is not satisfied.
There is no requirement to keep records of transactions or advice, and
many licensees currently do not do so, but in future this will be extremely
inadvisable. If a complaint does arise (which could be years after the
event) a licensee will find it extremely difficult to refute the allegations
if it has no record of what actually happened. Detailed record keeping
is therefore an important 'insurance policy' for future complaints.
Similarly, there is no requirement to provide training for staff, either
in how they deal with consumers or in handling their complaints. But staff
training will be an essential part of reducing complaints in future, and
if they do occur, in reducing the number referred to the FOS.
How many complaints?
No one knows how many complaints there will be. The FOS estimates that
initially there will be between 20,000 and 25,000 complaints referred
to it, but this could be a large under-estimate. The FOS currently covers
around 25,000 firms (i.e. mainly those firms that are regulated by the
FSA) and these firms accounted for 110,000 FOS referrals in the year to
31st March 2005. The number tends to increase each year (this was a 13%
increase over the previous year). So, on average, the FOS currently deals
with more than four complaints for each FSA regulated firm each year.
If that same ratio is applied to the population of licensees, that produces
an additional complaint workload of some 320,000 cases!
Initially, the figure should not be as high, as just as most licensees
are unaware of the new rules, so will most consumers be unaware of their
right to refer their complaints to the FOS. This will, however, change
rapidly as these rights are published and commented upon ever more widely.
Next steps for firms
It is essential that firms holding standard Consumer Credit Act Licences
(that are not regulated by the FSA) start preparing for these new complaints
urgently. Their first step must be to familiarise themselves with the
rules and implement written complaints procedures. The appropriate record
keeping administration systems must be designed and implemented. Staff
must then be trained. Copies of the FOS leaflets must be obtained and
notices prepared for places where the public have access. Professional
indemnity insurance needs to be purchased.
The easiest way of getting started quickly is for firms to purchase a
copy of a standard Complaints Manual from http://www.creditcomplaints.co.uk.
This costs only £89 and can be used as it is or customised by the
firm to meet its own house style or requirements. The Manual contains
a full summary of the rules, detailed operating procedures for handling
complaints compliantly, and a library of useful documentation templates,
thus saving firms many hours of time.
Marc Egerton, Managing Director, Credit Complaints Ltd
Bollin Head House, Sutton, Cheshire, SK11 0NA
Tel:01260 252286
Email: creditcomplaints@btinternet.com