FENSA is urging installers to prioritise expertise and support when engaging with competent person schemes, as more informed homeowners reshape expectations across the glazing sector.
With consumers increasingly researching products, performance standards and compliance requirements before committing to home improvements, installers are facing a more knowledgeable and questioning customer base.
FENSA suggests this shift is changing expectations not only of installers, but also of the schemes that support them.
Sophia Wilson, Scheme Manager at FENSA, said: “Homeowners are asking more detailed questions and expecting clearer answers. That raises expectations across the industry, where support and expertise are becoming increasingly important alongside certification.”
While access to information has improved, installers are often required to address conflicting or inaccurate guidance, particularly in areas such as product performance and regulatory compliance.
Wilson added: “Customers are arriving better informed, but not always correctly informed. Installers need to respond with confidence and clarity, which makes access to reliable technical support essential.”
FENSA outlines its role as providing both a route to compliance and ongoing technical and operational support. This includes customer service designed to help installers resolve queries efficiently and minimise disruption to projects.
The organisation also highlights its UKAS-accredited processes, which aim to maintain consistent standards, impartiality and accountability across registered businesses.
According to FENSA, the evolving expectations of homeowners reinforce the importance of expertise within certification schemes, with support structures playing a key role in helping installers meet customer demands.
