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FENSA is a Competent Person Scheme that is trusted by the industry.

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020 7645 3700
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FENSA FAQs

  • What is FENSA?:
    • What is FENSA?
      FENSA stands for the Fenestration Self-Assessment scheme. It has been set up by the Glass and Glazing Federation (GGF) and other industry bodies, with government encouragement www.communities.gov.uk, in response to the Building Regulations.

  • What are the new Regulations?
    • What are the new Regulations?
      The Government's Approved Document L1B (Conservation of Fuel and Power in Existing Dwellings) complementing the energy efficiency regulations, was issued in 2010 and revised in 2013. It extended the Building Regulations to cover replacement window and door installations from April 2002, from when all installers and buyers of replacement windows and doors are required to comply with improved energy efficiency requirements. One of the main drivers is the need to reduce heat loss in order to conform to more stringent energy efficiency targets. Glass products will be expected to have lower heat loss, measured by their "U" value.

  • How will the Regulations affect installers?
    • How will the Regulations affect installers?
      They involve more stringent specifications for the products used and installed. In addition, all installations are subject to approval by Local Authority Building Control prior to undertaking an installation, unless arrangements for self-certification by registering with a Competent Persons Scheme such as FENSA have been made. With the annual rate of replacement installations running into the millions, the inspection of every installation would cause a major bottleneck if all were channelled through the Building Control route. When self-certifying, installation companies are vetted prior to their registration and throughout the year to ensure standards are consistently maintained.

  • What has to be certified?
    • What has to be certified?
      Where a window or windows is/are completely replaced (as opposed to repaired) in existing dwellings, they must comply with Approved Documents Parts L1B and K4 (England) or N (Wales) (safety in relation to impact). In addition, the building should not end up with a worse level of compliance with respect to other applicable parts of the Building Regulations, which includes Parts A (Structure), B (means of escape in case of fire), C (Moisture Penetration, F (ventilation), J (combustion appliances and fuel storage systems), M (access for the disabled) and Regulation 7 (Workmanship and Materials).

      The Building Regulations for replacement windows state that "The situation must be made no worse than the outgoing windows". For example if the outgoing windows contained trickle vents the new placement windows must include them.

      Windows and doors in critical locations ie windows below 800mm from floor level and doors where the glass comes within 1500mm of the floor level to the start of the glass must contain safety glass (toughened or laminated) and must include the relevant safety mark clearly visible to comply with Approved Document N.

      Compliance with the Gas Safety (Installation and Use) Regulations 1998 is also essential.

      FENSA does not apply to conservatories, porches, commercial premises or new build properties or extensions. In all of these instances you are required to go through the Local Authority Building Control process. If your property is a flat then planning permission may be required before replacing your windows, therefore it is advisable to check this with the Planning Department of your Local Authority. If planning permission is required a FENSA registered company can register the installation for certification purposes. If you live in a property that is a Listed Building and wish to replace your windows this would fall under the jurisdiction of the relevant Local Authority therefore planning permission would be required and the installation cannot be registered with FENSA.

      Doors with less than 50% glazing do not require registration.

      FENSA also does not apply to caravans or holiday chalets.

  • How can FENSA help?
    • How can FENSA help?
      When customers use a double glazing company who is FENSA registered, they will be using a company that will be inspected and checked at various stages to enable them to self certify compliance with the Building Regulations. A sample of the company’s installations will be inspected by independent inspectors to ensure standards are being maintained. FENSA will also inform local authorities of all completed notifiable FENSA installations, and issue certificates to householders confirming that the installer has self-certified compliance to the Building Regulations. Click here for more information on planning permission and notifiable works

  • How are FENSA Registered Businesses vetted?
    • How are FENSA Registered Businesses vetted?
      FENSA Registered Businesses are vetted at the start of their registration which includes checking the following:

      • Pre-Approval Inspection
      • Part of the pre-approval checks includes checking the company’s surveyor and installer competencies
      • Employer's Liability for at least £10M
      • Public Liability for at least £2M
      • Customer Contract Documents with Terms & Conditions
      • Any guarantees and warranties must be clearly written

      To ensure the Building Regulations and thermal performance standards are consistently maintained, the installation work of every FENSA Registered Business is continually inspected. Inspections are carried out on behalf of FENSA the British Board of Agrément (BBA).

  • I have a complaint about my replacement window/door installation
    • I have a complaint about my replacement window/door installation
      We are very sorry to hear that you are experiencing problems and have a complaint to make. Please know that FENSA can only deal with complaints regarding non compliance with the Building Regulations and providing the installation company is FENSA registered. Any other complaints should be referred to your local Trading Standards office, any Trade Association that the company may belong to or The Glazing Ombudsman, providing that they are members. However, all complaints must first be notified to the company and the company's own complaints procedure must be exhausted before the complaint is referred on.

      How do I make a complaint?

      1. Firstly, please check that the company is FENSA registered by clicking here

      2. If the company is FENSA registered, please click here to read the Complaints Procedure.

      3. If after reading our complaints procedure you wish to proceed with a Building Regulations complaint, please find the Complaints Form here

      4. Complaints – If you have a complaint about the FENSA scheme please contact enquiries@fensa.org.uk or tel 020 7645 3700.’

  • Why is insurance required for customers?
    • Why is insurance required for customers?
      For all replacement window and door installations that are notifiable to FENSA (click here to find out which types of installations fall under FENSA's remit), FENSA Registered Businesses are required to have in place for their customers the categories of insurance stated below. It is a government requirement that companies must have certain insurance policies in place where applicable.

      Deposit Protection: If FENSA Registered Businesses take deposits in advance of installations, they must give some form of deposit indemnity. Deposits may be guaranteed by, for example, trade association Deposit Indemnity schemes, or credit card protection.

      Guarantee or Warranty: FENSA Registered Businesses must give a guarantee or warranty covering the cost of completing rectification work in respect of defects for a period of ten years.

      Deposit Protection can be provided by a range of insurance providers. FENSA provides an 'approved' list of already vetted insurers that FENSA Registered Businesses must use.

  • How will the scheme work?
    • How will the scheme work?
      Once registered, companies will be required to certify that their work complies with the Building Regulations, and inform a central FENSA database whenever they carry out a notifiable installation. The database will then be used as the source for certification to Local Authorities that installations have taken place, producing certificates for homeowners, and for subsequent reference, by solicitors doing search activities prior to house purchases.

  • How do the inspections work?
    • How do the inspections work?
      FENSA Registered Businesses undergo a Pre-Approval Inspection at the start of their registration with FENSA. To ensure the Building Regulations and thermal performance standards are consistently maintained, the installation work of every FENSA Registered Business is continually inspected.

      Inspections will normally be carried out on 1% of each business's installations, subject to a minimum of two per annum and a maximum of 100. In the event of failed inspections, businesses will be responsible for the costs of re-inspection and the frequency of inspections will increase.

  • What are the benefits?
    • What are the benefits?
      For companies, registration with FENSA confirms their commitment to meeting the Building Regulations.

      For customers, the FENSA scheme will provide a certificate confirming that their replacement windows or doors comply with the Building Regulations.

      There are a wide range of benefits for companies to register with FENSA and for customers to use a FENSA Registered Businesses:

      Benefits for companies click here
      Benefits for consumers click here

  • I have lost my FENSA Building Regulations certificate
    • I have lost my FENSA Building Regulations certificate
      FENSA certificates act as documentary evidence that the installation work has been self certified as complying with the Building Regulations. Click here to re-order your FENSA certificate.

  • Complaints about FENSA TGAS Registered Installers

  • I am unhappy with my installation and wish to make a complaint.
    • I have lost my FENSA Building Regulations certificate
      We are sorry to hear that. Before you submit a complaint to FENSA TGAS please be aware of the following:

      For consumers using a FENSA certified company that is registered with FENSA TGAS, TGAS covers non-Building Regulations-related complaints only.

      The TGAS Scheme does not apply to:
      • Building Regulations-related complaints as this is covered by FENSA’s complaints process.
      Disputes where:
      • One or either of the Parties has already initiated legal action, unless that legal action is cancelled by agreement;
      • The claims concern physical injury, illness, nervous shock or their consequences;
      • The claim is frivolous or vexatious;
      • The claim is for compensation in respect of stress, inconvenience or consequential loss;
      • The claim concerns an application for payment of an amount greater than £30,000

  • What is ADR and TGAS?
    • What is ADR and TGAS?
      ADR stands for Alternative Dispute Resolution, of which arbitration and ombudsman schemes are examples, and is being promoted by Government via the EU ADR Directive. ADR is usually cheaper and quicker at resolving disputes than going to court. Since 1st October 2015 where a business receives a complaint from a consumer and the business’ own complaint procedure has been exhausted but they are still in dispute with the consumer, the company is legally required to give the consumer details of an ADR provider.

      TGAS is a new independent ADR Scheme for the glass and glazing industry. TGAS was set up by GGF and is operated impartially and independently by the Centre for Effective Dispute Resolution (CEDR) that is a Trading Standards Institute Certified ADR body.

      An arbitrator appointed by CEDR under the TGAS Scheme will be a professional arbitrator, who is a member of the Chartered Institute of Arbitrators.

  • What does TGAS cover?
    • What does TGAS cover?
      For consumers using a FENSA certified company that is registered with FENSA TGAS, TGAS covers non-Building Regulations-related complaints only.

      The TGAS Scheme does not apply to:

      Building Regulations-related complaints as this is covered by FENSA’s complaints process.

      Disputes where:
      • One or either of the Parties has already initiated legal action, unless that legal action is cancelled by agreement;
      • The claims concern physical injury, illness, nervous shock or their consequences;
      • The claim is frivolous or vexatious;
      • The claim is for compensation in respect of stress, inconvenience or consequential loss;
      • The claim concerns an application for payment of an amount greater than £30,000

  • Is my FENSA installer with TGAS?
    • Is my FENSA installer with TGAS?
      If your installation company is a FENSA TGAS member they will display the TGAS logo. If in doubt please ask your installer to confirm.

  • How do I submit a complaint to FENSA TGAS and does it cost?
    • How do I submit a complaint to FENSA TGAS and does it cost?
      It costs £100 +VAT (NB: ‘document-based’ arbitration only) to submit an arbitration claim via FENSA to TGAS on a TGAS member company.

      A complaint can be submitted after any disputes are still unresolved after exhausting the installer’s complaints process and after at least 56 days have elapsed since the complaint was raised with FENSA and there is still an unresolved dispute.

      The arbitration decision is legally binding on both parties.

  • Can I still submit a complaint to FENSA TGAS if my installer is not a member of FENSA TGAS?
    • Can I still submit a complaint to FENSA TGAS if my installer is not a member of FENSA TGAS?
      Unfortunately not. However the installation company will still be legally required to provide consumers with the details of the range of ADR options they have, including the name/website of an ADR provider in the glazing sector, even if they are not prepared to use ADR to resolve a dispute.