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Secrets the experts don't want

you to know

Chris Haycock

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INTRODUCTION 5

BEFORE YOU BEGIN 6

Does it really need replacing? 6

Ensure that you are in compliance with Building Regulations 6

Replace multiple windows at the same time 6

Check if you are eligible for a government grant 7

CHOOSING A SUPPLIER/FITTER 8

Compare Quotes 8

Consider using local firms 9

Use only accredited suppliers 9

Avoid Traders who advertise with a mobile phone number 10

Learn the industry jargon 10

Be aware of traders falsely using logos 10

Don't always go with the cheapest quote 11

Seek out testimonials and previous customers 11

Ask For Recommendations 11

Prepare your Questions 12

THE VISIT 13

Understand the nature of the sales process 13

Don't be alone on the sales visit 13

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Be Aware of Sneaky Sales Techniques 14

VAT registered? 16

SIGNING THE CONTRACT 17

Know your rights 17

Check the warranty 17

Agree to a written contract only 17

Expect to Pay a Deposit 18

Protect your deposit 18

Only pay for work when complete 18

CONCLUSION 20

FENSA (Fenestration Self-Assessment Scheme) 21

Double Glazing & Conservatory Ombudsman Scheme (DGCOS) 21

Certass 22

GGF (Glass and Glazing Federation) 23

TrustMark 24

Network VEKA 24

Free quotes 27

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Introduction

Yes, you guessed it - the double glazing installation industry has a bad reputation for

cowboys, rip-offs and dodgy deals. Indeed, just 7% of consumers according to Which?

trust double glazing companies.

Horror stories have plagued the industry for years, thanks to the activities of a small but

prevalent minority of firms and individuals. It's true that almost every industry has its

own cowboys in similar numbers, but due to double glazing being a expensive,

high-value product, the negative publicity has tarnished the industry with a poor

reputation; justifiably so. As a result, consumers have become very wary of the sales

and marketing tactics used by even those firms that enjoy a impeccable reputation.

Across the home improvement and renovation industry, more than 106,000 complaints

are recorded by Trading Standards each year about rogue traders, leading to a loss of

£1.5 billion.

In this white-paper, we look at ways that you can ensure that you don't fall victim to

cowboy traders and fly-by-night firms that exist to rip you off, as well as ensuring that

you get good value for money. You're spending a small fortune on home improvements,

and no-one deserves to be out of pocket by these scoundrels.

It also outlines some ways to help you get the best deal, ensure peace of mind and the

secrets that the experts don't want you to know.

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Before you begin

Well before you begin talking to potential suppliers for your new double glazing or conservatory, it's worth knowing a few hints and tips that will help you to ensure your home improvement project is well planned.

Does it really need replacing?

Most people think that a broken or condensation-filled double glazing unit means that

the whole frame will need to be replaced with a brand new unit. However, that's not

always the case.

In some cases all that is needed is a new pane of glass, which will work out much

cheaper. In order to replace the glass, you'll need to know whether your window is

internally or externally beaded. Examine the frame and check where the beads meet

the inside of the frame, identifying whether there is a join.

It's relatively simple to replace a pane of glass, however, undertaking this job should

only be done by those competent (and confident) enough to do it. Get an expert in to

remove and replace the glass window if you're unsure in any way, or if you don't have

the full set of tools to do it.

Ensure that you are in compliance with Building Regulations

Fitting double glazing or building a conservatory means that you must meet and comply

with current Buildings Regulations standards, in order to meet government policy for

energy savings.

If you are thinking of undertaking work on this scale, then ensure that you hire a

company who is registered with a body that complies with Buildings Regulations.

When you sell your home you will need to provide your solicitor with a certificate from

the Local Authority Building Control that states that the work has been approved under

current Building Regulations.

Replace multiple windows at the same time

If you think that you may need other windows replacing in the near future, it makes

sense to replace as many as you can at the same time, as this will significantly reduce

the cost of overall installation. You may save hundreds or thousands of pounds by

replacing multiple windows at the same time.

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Check if you are eligible for a government grant

Installing double glazing windows is an expensive business, although the benefits of

doing should help you to reduce your annual heating and energy bill, in some cases up

to £300 a year.

The government-run Home Energy Saving Programme is designed to encourage

consumers make their properties more energy efficient, and as such may be able to

provide a grant to help you pay for any work undertaken.

Of course, it isn't available to everyone, although check to see if you may be eligible

under the following criteria:

You are claiming state benefits

You receive housing benefit

You are claiming DLA (Disability Living Allowance)

You are of retirement age

You have young children at your property

If you think you may be eligible for an energy grant, the government has provided a tool

that checks to see if you can claim. The tool can be found at http://bit.ly/1maF5Sk

Scottish consumers can take advantage of a scheme offered by the Scottish

Government. Loans are offered interest free to homeowners who want to improve the

energy efficiency of their homes.

Those with disabilities can also see whether they may qualify for help installling double

glazing. Get in touch with your local authority who will be able to point you in the right

direction to getting financial assistance.

In 2013 the government introduced a new 'Green Deal' scheme which helps consumers

find and make energy-saving improvements to their home, as well as providing some

financial support for those that qualify. See http://bit.ly/1maF5Sk for more details.

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Choosing a supplier/fitter

Choosing a reputable company to fit your conservatory or double glazing is probably at

the forefront of your mind. How do you ensure they are not going to rip you off? Am I

going to get a good deal? Will they end up going out of business and losing my deposit?

By following the advice below you can ensure that you avoid the pitfalls commonly

associated with dodgy dealers in the industry.

Compare Quotes You wouldn't shop on the high street without checking other retailers to see if you've

got the best price on that new TV, would you?

Neither should you do so when buying double glazing or a conservatory. This will give

you a range of prices that you should be paying. Often, consumers will speak to a

salesman and be tempted to agree to the first quote without hearing the others. Bear in

mind that (as with all high purchase goods such as vehicles, property etc) there are

some very smooth-talking salespeople who make it seem as though you'll miss out if

you don't sign up there and then. It's a widely used sales tactic called 'fear of loss',

making you feel as though this one-off offer has a deadline.

Always, always seek out alternative quotes before you commit to any work starting.

You inevitably won't get the best deal if you go ahead with the first quote. In addition,

mentioning that you'll want to see quotes from other companies will have the effect of

increasing competition, and perhaps savings of thousands of pounds from knowing that

they will be competiting for your business.

When asking for quotes, be as specific as you can, and set out a detailed, clear brief for

the work you require.

There are plenty of websites that allow you to compare quotes from reputable fitters,

including ours:

www.double-glazers.co.uk/quote

Our free and no-obligation service can help you to find and compare quotes from vetted

and accredited suppliers in areas local to you, as well as national firms, to ensure that

you get the best deal for your money. By allowing the firms to compete and outbid

each other, customers are often reporting savings of up to 75% by using a price

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comparison services such as ours.

Consider using local firms

You will be forgiven for thinking that using a large national double glazing company

gives you more peace of mind than a small local company who may fly under the radar

of regulations. However, this isn't always the case.

Which? researched and compared prices for similar products from both national

(Anglian, Everest, Safestyle & Zenith Staybrite) and local companies, and found that the

prices quoted by the larger national companies were typically higher than the small

independent firms.

In addition, two thirds of consumers who used local double glazing companies did not

experience any problems with the work undertaken. However, around half of all

consumers had problems with the national companies.

Local companies will also be very aware of their local reputation, and will want to

uphold this reputation in order to ensure word-of-mouth referrals.

Source: Which? http://bit.ly/1ILCYVh

Use only accredited suppliers

It is a good idea to hire a fitter that belongs to an official organisation that exists to

protect consumers. There are several schemes that double glazing companies can

register with to allow them to self-certify that the work they undertake complies with

building regulations.

These schemes were introduced by the government as an alternative to submitting an

official building notice. It also bypasses the need to get the work checked by a local

authority inspector, which can significantly speed up work required and reduce the cost

involved in fitting new double glazing or conservatories.

Often, these organisations will offer substantial benefits to member firms and their

customers.

Always check on the official website to see if the firm is a genuine member of the

organisation before you sign any contract.

Once you have a list of potential double glazing or conservatory firms that you want to

approach, check on each of the websites above to see if they are a member. If they're

not, proceed with plenty of caution.

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For a list of the schemes in operation in the industry, see the end of this document.

Avoid Traders who advertise with a mobile phone number

There may be several reasons why a company or trader advertises using their mobile

phone number, typically because they are a sole-trader and they spend most of their

time out of office.

However, be very wary if a trader refuses to give you their landline number. It's very

easy to do a 'disappearing act' and be difficult to trace if you only have their mobile

number.

Having a landline number means that the company will probably have staff on hand to

deal with any queries or problems.

Learn the industry jargon

Some traders may try to confuse you with industry-specific jargon in order to make that

deal sound much better.

Always ask the trader to explain in an easy-to-understand way. Alternatively, you can

always brush up your knowledge about the jargon involved in the industry. Rogue

traders will often prey on novices who don't understand terminology.

We've provided a glossary of common double glazing and conservatory fitting words

and terminology at the end of this white paper, which should help you get to grips with

that confusing jargon.

Be aware of traders falsely using logos

Accredited organisations are seeing an increasing number of firms that place logos on

their websites and marketing materials designed to mislead customers into thinking that

they are members of a registered scheme.

Never take a logo at face value - always check on the scheme's official website to see if

they are listed as a member. All schemes will allow you to search their records to see if

a member is a part of their organisation.

Knowingly using an official organisation logo without being a member is a criminal

offence, and a breach of the Trade Marks Act 1994. If you suspect that a firm is

misusing a logo, you can report them anonymously at www.cowboystoppers.co.uk.

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Don't always go with the cheapest quote

Common sense prevails here. The cheapest quote may not provide you with a

satisfactory final product. If you're tempted to agree to go with the cheapest quote

available, always check the quality of previous work undertaken by the company, as well

as ensuring they are trustworthy and contactable.

Seek out testimonials and previous customers

Does the double glazing company have some verifiable testimonials from previous

customers? If you can't find any customers who have hired the firm in the past then this

should set bells ringing in your head.

Be careful if you rely on customer testimonials on a firm's website, especially if that

fantastic review can't be traced back to the original customer.

For example,

"I chose Acme Double Glazing because they were able to meet my budget and complete

the work on time" - Mrs M, Shropshire

This screams fake - Mrs M in Shropshire? This could be anyone.

A good double glazing company will have physical evidence of customer testimonials,

and should be able to provide them to you upon request. They may allow you to speak

to previous customers (with their permission, of course), or in some cases show you

physical examples of work undertaken at customer's addresses. If they can't offer you

any of these, politely decline.

Ask For Recommendations

In terms of quality, price and value, you can't beat personal recommendations. Do you

know anyone else in your family, friends or colleagues who have recently had a

conservatory built or new windows fitted? Ask around. This is where you can separate

the wheat from the chaff.

Social media platforms like Twitter and Facebook have revolutionised consumerism for

the good. Use it to your advantage by asking your followers and friends whether they

can recommend a local or national firm that they've previously used. You'll be surprised

at what messages you get back - some will tell you horror stories about a trader who

ripped them off, others will praise a company their friend has just used to fit four new

windows.

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However, never take a person's word as gospel and jump into a contract. Do a little bit

of research into the recommended firm beforehand. It always pays to show a little

caution before proceeding.

Had a great recommendation? Just take ten minutes to check out their website, their

Facebook page (if available - to see if others have complained), and reviews websites.

Google their business name and see what consumers have said.

Prepare your Questions

Always write down a list of questions that you want to ask the salesperson, whether

fitting new windows or a new conservatory. Salespeople in this industry can be rather

'smooth-talking' and you may find it hard to remember what you needed to ask.

Having a list of questions in advance will help you to ensure you get all the answers to

your questions.

Here is a list of things you should be asking about:

Membership of an official ombudsman or guarantee scheme

Whether they have any testimonials (or if you can speak to previous customers)

The range of designs available

Security features, such as locks, strengthened glass etc

Length and terms of the guarantee

Deposit required to commence work

The price estimate, of course

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The Visit

Double glazing salespeople. The words alone are enough to induce panic attacks, but it

needn't be that way.

Due to the nature of their industry, double glazing and conservatory salespeople often

work on a commission-basis, meaning that they only get paid for what they sell.

Unfortunately this often means sales tactics that many would call "the hard sell".

You've now chosen your preferred fitter, and are ready to start talking money. In order

to get an estimate you'll need to invite someone into your house to provide a quote,

based on what work you need doing.

Follow these tips to ensure that you ensure the process runs smoothly, without the

usual pressure involved in a salesperson visit, and of course to get the best deal put on

the table.

Understand the nature of the sales process

The vast majority of salespeople who work in the double glazing and conservatory

business work on commission - often commission only. This means that consumers may

be exposed to some pushy (sometimes unscrupulous) sales techniques designed to

influence you into signing the contract.

As with many industries with high-value, high-commission products (such as cars, homes

etc.) the work attracts those that are comfortable using a high-pressure sales tactics

that attempt to squeeze as much money from your bank account as possible.

Understand that this takes place, learn some of the techniques that you may be exposed

to (see our section below), and you'll gain the upper hand when you deal with

salespeople. It'll help when you deal with these people for other services, too.

Don't be alone on the sales visit

If you've invited a company representative to visit your home to give you a quote, then

ensure that another adult is present when they visit. Salespeople are less inclined to

launch into hard sales tactics when there is another person present.

Don't sign anything on that first visit, and ensure that they are made aware that you

have a limited amount of time available. Some salespeople will make it hard for you to

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show them the door.

Be Aware of Sneaky Sales Techniques

There are many, many techniques that are used every day by salespeople attempting to

sell their conservatories and double glazing. Some of them are acceptable methods,

others are downright disgraceful.

Bear in mind that every industry - especially those with high value, high-commission

products such as vehicles, property, home improvements and so on, are subject to these

tactics. They're certainly not unique to the double glazing industry. It's just the

terminology that changes, not the methods.

However, it remains a fact that pushy sales tactics are one of the biggest causes for

complaints in the industry. Good firms will not use pushy techniques, but will listen to

the customer, give them time to convey their thoughts, be patient and understand their

needs.

For the sake of clarity, we'll be using "he" when referring to the salesperson in the

techniques below, but it could equally refer to "she".

1. Upselling - if the salesperson feels like he's on to a catch, they may even talk down

the quality of their basic package(s), claiming that they may be inferior, in order to

upsell their high-value, top-end range which makes them more commission. Be aware

that all products should meet the minimum quality standards. If a salesperson tells you

their basic products are rubbish, say thank you and show him the door.

2. Fear of Loss - Tapping into a basic human instinct here, the salesperson will claim that

unless you sign the contract there and then, the offer will not be available afterwards.

Most salespeople work on commission basis - and are given a higher commission if they

close the sale on their first visit, which means that they are likely to use this technique.

Everyone wants a bargain, and everyone wants it now. Losing out on a great deal

because you were too late or didn't act in time is gutting, and the salesperson will often

use this basic instinct to get you to act quickly. Take your time, don't commit to

anything you're not sure of. 99 times in 100 they will give you that offer even after the

deadline.

3. Fake Discounts - Salespeople who operate on large commissions can often offer

seemingly large discounts to tempt you into signing on the dotted line. Be very careful

about discounts, as they often do not exist. Some techniques include:

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Placing a advertising board on your front garden. Usually a technique to tempt

you to fall for a discount.

Being a show home. Sounds like you'll be getting a great deal but again, usually

designed to get you to commit to a discount. There are no show homes, it's a

well-trodden technique to influence you into signing the contract.

"I'll phone the manager to see if I can give you a better deal". The salesperson

already knows what their lowest price is. Phoning the manager adds both a

sense of urgency and an element of making you feel 'special'.

Get the back done free. Very few things in life are truly free. If you think they're

giving you free windows then you are sorely mistaken. No company can afford

to give their products away free of charge.

If you find yourself being offered a huge discount (say 40% or more), then be very

cautious about proceeding.

4. Misleading Claims - Dodgy salespeople may use misleading claims, including saying

they're a member of an accredited organisation, or that they're tested by government

auditors, or "chosen for its scrappage scheme". If a salesperson makes these types of

claims, ask them to back it up with proof.

5. Credit Deals - If you are offered a lower price in return for a 'credit-deal', then ensure

you examine the deal very carefully, as you could end up paying much, much more in

the long run.

6. Government Funding for Discounts - There is no such funding in operation. Show

them the door.

7. Showing the customer the list price - The company's list price is the best price they

feel they can achieve for their products. Rarely will a salesperson get the full list price

(think of it in the same way as a hotel room tariff - they rarely achieve it), but on

occasion just giving the potential customer the list price and saying nothing will result in

the sale. Always hold out for the best price - and show any competing quotes from

other suppliers.

Don't expect something for nothing. There is no such thing, in any industry. There's

always a catch.

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VAT registered?

Some traders will offer you a VAT-free deal on work for cash. Whilst companies that

turnover less than £82,000 (2015 figures) don't need to register for VAT, the fact that

they are offering to slash the VAT for cash should ring alarm bells.

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Signing the contract

OK, you've got a great deal and you're ready to go ahead and get those windows fitted,

or conservatory constructed.

You still need to be on your guard to ensure that things run smoothly.

Know your rights

When you buy double glazing you're automatically given consumer rights as soon as

you've signed that contract.

The following rights apply under the Consumer Contracts (Information, Cancellation and

Additional Charges) Regulations 2013:

You have a minimum of 14 days 'cooling-off' period, unless you sign the contract

on the trader's premises, or are buying made-to-measure windows.

You must be given information about the terms of the contract, and if a right to

cancel exists.

Check the warranty

Many double glazing companies offer warranties that guarantee the work for 10 years.

However, also check that the hardware is also included in that 10-year warranty period.

Some will only cover the hardware for 1-5 years.

Agree to a written contract only

Never, ever allow any company to start work without a fully signed written contract.

Agreeing to work with just a verbal contract or agreement is asking for trouble, and

provides you with very little consumer protection should anything go wrong.

But what if you've already given the trader a verbal contract to proceed? It's not too

late to ask the company to get the contract in writing that shows what you have agreed.

This will certainly help your case if there is a dispute further down the line.

Should the written contract contain information that differs from the verbal contract, by

law the verbal agreement is highly likely to be legally binding. In this case, get the

trader to correct the contract as soon as possible. If you don't challenge the error then

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the written contract could then be legally binding.

Always check the contract - sometimes you may think the document that has been given

to you is an official contract, but it may actually be an estimate or proposal.

Expect to Pay a Deposit

If a firm insists that you pay a deposit before they commence work, then this is normal

practice.

Many firms will ask for a minimum of 10 percent, and will require full payment once the

work has been finished and checked by you.

Protect your deposit

In many cases you'll be asked to pay a deposit before any work commences. This is a

normal practice to ensure that the customer is willing and able to pay for the work.

Before putting down a deposit, ask the trader how it will be protected, and what

happens if the company folds before work is finished. If the trader is a member of an

accredited scheme (e.g. Certass), then in most cases the scheme will provide them with

an insurance-backed guarantee or deposit protection.

There are specialist insurance companies who will provide insurance to cover your

deposit if they cease trading.

You may wish to consider paying the deposit with a credit card, which will protect you

against something going wrong with the any financial aspect of the work. Paying by

credit card gives you the benefit of claiming against your credit card company, rather

than the trader who may be unable to pay compensation if they go out of business.

As with any work requiring a deposit, always get a receipt, and check to see what their

policy is with regards to getting your deposit back should the work not commence.

Only pay for work when complete

Although there is a standard, minimum 10% deposit in many cases, don't pay any more

than required until work has completed. This may be in stages, but if a trader requires

you to pay upfront for a particular job before commencing, then say no. A reputable

double glazing company will never charge for work not finished to your satisfaction.

However, be aware that some traders may ask you to pay for some materials in

advance. In some cases it may be reasonable to ask you to pay a fair percentage of the

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cost of materials prior to the work starting. As always, use a bit of common sense.

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Conclusion

Yes, the double glazing and conservatory industry has suffered at the hands of a

minority of rogue traders over the last few decades, but luckily, thanks to the

government's introduction of accreditation schemes things are finally looking much

better.

The vast majority of windows, doors and conservatory installers are trustworthy,

reliable, and professional enough to have chosen to go down the route of accreditation,

meaning that you should get a smooth, problem-free service from the outset.

If you feel that you have been unfairly treated, ripped off or wish to complain, you can

get in touch with your local Trading Standards office at www.tradingstandards.uk (if

they are a member of Glass and Glazing Federation) or your local Citizens Advice

Bureau. You can also use the Citizens Advice Consumer Advice telephone number, who

will pass any complains to the appropriate local authority trading standards service, on

03454 04 05 06.

We hope that your new double glazing or conservatory makes a significant contribution

to the quality of your lifestyle, and that you enjoy it for years to come.

Thanks for reading.

Chris Haycock

Managing Director

CliqTo Ltd

www.cliqto.com

www.double-glazers.co.uk

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Accreditation Schemes

FENSA (Fenestration Self-Assessment Scheme)

www.fensa.org

Set up by the GGF (Glass and Glazing Federation), this scheme was introduced as a

result of changes in building regulations in England and Wales. In their own words,

FENSA is the "industry standard for replacement window or door installers

self-certifying compliance with the building regulations".

Essentially, what this means is that window fitters must certify that they are in

compliance with all building regulations, and won't need to be assessed by a Local

Authority Building Control.

You won't need to notify the council yourself, meaning that it may also save you money

and plenty of time.

But what about keeping me safe from the cowboys? Well, FENSA has been a trusted

scheme for years, and according to an independent report commmissioned by the

Government, the most successful of all competent person schemes to date. Not just in

the double glazing industry, but ALL industries. It clearly works.

FENSA member companies are continually re-assessed by an inspection body, and

protects consumers from unscrupulous traders. Falsely claiming to be a FENSA member

results in prosecution, and firms that do not meet their scrict criteria for quality are

booted from the scheme.

Double Glazing & Conservatory Ombudsman Scheme (DGCOS)

www.dbcos.org.uk

DGCOS aims to protect consumers by offering a range of guarantees and protection

against cowboy double glazing and conservatory firms.

Member firms are fully vetted and checked to ensure that they are accredited, trading

ethically, and providing consumers with a "high level of service and satisfaction".

Using a member of the DGCOS will provide you with several assurances and peace of

mind:

FREE Deposit and Stage Payment protection

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FREE Insurance Backed Guarantee (to protect the warranty issued by your

installer)

FREE Advice Line

FREE Mediation (to help fully resolve any disputes)

FREE Independent Inspections

FREE Arbitration via an Ombudsman (to conclude any disputes without incurring

legal fees)

FREE Access to a Compensation Fund (to honour any awards made by the

Ombudsman)

Certass

www.certass.co.uk

Certass provides traders with an approved certification of a Competent Person Scheme

(and also a Green Deal Certification Scheme), which assures consumers that their

members are assessed for compliance each year.

Each contractor undertake a comprehensive audit on their premises to ensure that they

meet the Government's standards.

All Certass members must have a formal complaints procedure in place. Ongoing

disputes can be dealt with by Certass for an independent investigation.

Membership of the scheme means that each member must be able to provide

consumers with:

Protection of any deposit that has been paid

Guarantees for the work undertaken

An insurance policy which will cover the above guarantee should the firm stop

trading for some reason

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Suitably qualified and assessed site operatives

Members of the Certass scheme provide consumers with a contract that will explain

what work will be undertaken before commencement of any work. An insurance-backed

guarantee provides customers with peace of mind in the knowledge that you will not be

left out of pocket if the worst were to happen.

In addition, Certass will notify the Local Authority to inform them of work undertaken at

your address to comply with Building Regulation requirements. A Building Regulation

Compliance Certificate will be given to you as proof of compliance. This certificate is an

important document - you should keep this safe as it will be required by your solicitor

should you sell your house.

Note: there is a £10 fee for obtaining replacement certificates if 28 days have passed

after its original issue date.

GGF (Glass and Glazing Federation)

www.ggf.org.uk

The Glass and Glazing Federation represents double glazing and window firms who

supply, make or fit glass-related products.

Consumers who hire the services of a GGF member benefit from their strict vetting

process, with all their members adhering to strict compliance and high technical

specifications.

The GGF claim that "If you are thinking of having windows, glazed doors or a

conservatory fitted by a GGF Member, then you can do so with the genuine confidence

that the work will be carried out perfectly and with care and consideration for your

home. "

They also offer a free conciliation service that can help you to resolve disputes between

the consumer and trader.

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TrustMark

www.trustmark.org.uk

TrustMark is a non-profit making organisation that is licensed by the government, and

supported by consumer protection groups.

Each member firm has been assessed independently for their competence; they are

checked through regular on-site inspections, and must adhere to a code of practice,

which includes high levels of health and safety, customer care and adequate insurance if

things go wrong.

Members also give consumers an insurance-backed warranty, in case the company goes

out of business, as well as Deposit Protection Insurance to protect your finances.

Only member companies that adhere to this strict criteria are allowed to display the

TrustMark logo on their website and marketing materials. However, as with any

consumer protection scheme, always double check whether the company is listed on

their website as a member.

Network VEKA

www.networkveka.co.uk

Network VEKA is a member organisation consisting of high-quality installers of uPVC

fitters and conservatories.

Established in 1996 when the industry's reputation was in tatters, it was formed from

double glazing companies who were all using VEKA products. The companies wanted to

"prove their commitment to quality craftsmanship and service" to consumers by

ensuring that strict criteria were being followed by members.

Members are rigorously vetted before being allowed to join the organisation, and

frequent audits and surveys are carried out regularly.

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Glossary

Airspace - The area of space between the panes of glass, usually filled with argon to increase

the thermal insulation.

Anti-reflective glass - Glass that has been given a special coating which reduces the amount of

light reflecting on it, making it almost invisible to the eye.

Aspect ratio - The length of the pane compared to its width.

Balustrade - A railing that acts as a barrier for security purposes.

Beading - Material that holds the glass in its frame, usually a strip of metal or wood.

BSI - British Standards Institution, who oversea the standard of products produced in Britain.

Building Regulations - Policies laid down in law that ensure building work meets the necessary

requirements.

Cavity - See Airspace above.

CNC - Stands for 'Computer Controlled Cutting'. Glass sizes are calculated and cut using

computerised systems.

Cold Zones - Areas surrounding single glazed units that feel colder, usually as a result of

exchange of heat by radiation.

Condensation - The conversion of a vapour or gas into liquid, often a problem seen in double

glazing units.

dB - Stands for decibel, the unit of measurement of sound, used often when fitting windows to

block out ambient noise from outside.

DGU - Double glazed unit, two pieces of glass fitted into a frame that provides additional

insulation against external temperatures.

Emissivity - The ratio of energy radiated from a window compared to a black body at the same

temperature.

Enamelled Glass - Heat-strengthened or toughened glass, enameled with a ceramic frit fired

onto the glass at a high temperature.

Enhanced Thermal Insulation - Double glazing that is fitted with a low-emissivity glass that

provides a better thermal insulation.

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Face - There are four faces in double glazed units: 1. The front, external face of the unit, 2. The

back of the enternal face of the unit, 3. The front, external face of the inside pane, and 4. The

back facing unit that faces into the room.

FFL - Finished floor level.

Fire Resistance - Building material that is able to withstand and protect against fire, flames or

smoke.

Head - The horizontal, top part of a window frame.

Heat-Strengthened Glass - Glass that has been heat-treated so that it becomes harder to break.

Inner Pane - The glass pane of a DGU that faces into the interior of a room or building.

Opaque Glass - Enamelled or painted glass that reduces the transparency, used for windows

that provide privacy such as bathrooms.

PVB - Polyvinyl Butyral, a resin used on laminated glass that inproves the toughness and safety

of the pane.

Safety Glass - Glass panes that are manufactured to withstand breakage or must break in a way

that is safe, e.g. without shards.

Self-cleaning glass - Glass that has been specially treated with a photocatalytic and hydrophilic

coating that due to its properties keeps itself free of dirt and grime.

Sill - The horizontal part of a frame, wood, uPVC or otherwise.

Tempered Glass - Safety glass that has been treated to give it strength around four times as

much as ordinary glass. Does not shatter with shards, but into harmless pieces.

Translucent Glass - Glass that has been coated so that although light can travel through it, the

glass obscures detail. Useful in rooms requiring privacy, such as toilets and bathrooms.

Window Energy Rating - A standard measurement to compare the energy efficiency of a double

glazing unit, ranging from A (the best performing) to G (the worst).

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About Our Website

Double Glazers - www.double-glazers.co.uk (yes, we know there should be an 'i' in

there) is a directory of double glazing and window fitters across the length and breadth

of the UK.

This website was set up to allow consumers looking to replace, repair or fit new

windows, to search for national and local fitters.

From Aberdeen to Zennor, we list thousands of companies, perhaps the largest

directory of double glazing window fitters in the UK.

We also provide useful features and advice on fitting new windows, how to choose a

supplier, and our brand new quoting service:

Free quotes

Our website users can enjoy the new added feature of being able to compare quotes for

the work they require, whether double glazing, conservatories, doors etc.

By supplying a few details about your requirements you can effortlessly get and

compare up to four quotes from suppliers both in your area and nationally, allowing you

to compare prices before you buy.

To use the feature, visit www.double-glazers.co.uk/quote

It takes just a minute of your time, and our no-obligation service helps you to track

down the best deal for your requirements, often saving up to 75% in the process.

www.double-glazers.co.uk

Copyright 2015 CliqTo Ltd