fensa double glazing logo

FENSA is set up by the double glazing industry to help protect homeowners.

Twitter Facebook LinkedIn FENSA blog
telephone

020 7645 3700
FAX 020 7407 8307

arrow fensa double glazing members online

What is FENSA?

  • Who can join/register?
    • Who can join/register?
      Registration is not confined to existing members of the Glass and Glazing Federation All responsible companies of the replacement window industry are invited to join. Companies will have to meet entry criteria that include a commitment to comply with Building Regulations, evidence of competence, commitment to fair trading, and willingness to provide insurance-backed guarantees.

  • How do I join/register?
    • How do I join/register?
      Please click on "Why Join FENSA" from the menu on this page and request the Application Pack, The application pack includes the Rules of FENSA; a statement on charges; a list of approved bodies whose members are exempt from vetting by FENSA; and a statement of insurance requirements. Alternatively email: enquiries@fensa.org.uk or telephone 020 7645 3700 .

  • Who has made the decisions on FENSA Rules and operations?
    • Who has made the decisions on FENSA Rules and operations?
      FENSA is guided by a Board whose members include representatives from the industry (e.g. the board of the GGF, other trade organisations whose members are engaged in the installation of replacement windows, executive management of the FENSA scheme), government, local government, local authorities and consumer groups.

  • How much does it cost / Original Route to Certification
    • How much will it cost?
      The cost to join FENSA depends on when you join during the year as the registration period runs from January to December.

      Month of Application to FENSA
      Net Cost

      January -March


      £300+VAT  
      April-June

      £275 +VAT
      July- September

      £250+VAT  
      October-December

      £225 +VAT
      Other Costs
      Net Cost
      Database transaction charges: Per Installation Notification Charges by Fax, Email or Web. (Note: If notifying by Fax, the cost to fax the call is charged at £1.00 per minute charged to the nearest second.)
      £1.65 +VAT
      Pre -Completion installation Inspection

      £120 +VAT
      Post Completion Installation Inspection

      £120 +VAT
      Re-Inspection Charge

      £150 +VAT
      Transition Inspection

      £130 +VAT
      3 Yearly Review

      £130 +VAT
      Annual Renewal Charge

      £120 +VAT
      Installer/Homeowner Inspection Request

      £250+VAT
      Re-Instate Cancelled Direct Debit

      £50 +VAT
  • How much does it cost / FENSA Pay As You Go
    • A. New Applicant Fees:

      Month of Application to FENSA
      Total which includes: Application Fee, Joining Fee, Approved Documents L1 and K or N and the Certification Inspection Fee

      All ex VAT and non-refundable, except for the ‘Approved Documents’ that are VAT exempt and refundable if application is not accepted.
      Jan -Mar £300
      Apr-Jun £275
      Jul- Sept £250
      Oct-Dec £225

      B. Existing FENSA company transferring to FENSA Pay As You Go

      FENSA companies that have not passed a Transition Inspection need to pass a Certification Inspection at £130 ex VAT.

      FENSA Pay As You Go’ Continuing Charges Fees (ex. VAT)
      The PAYG Notification Fee: includes the notification and inspection fee and appropriate financial protection.

      £125.00 currently discounted to £100.00  
      Re-Inspection (following a failed inspection)

      £150.00
      Certification Renewal Inspection (only every three years).

      £130.00
      Re-instate a cancelled Direct Debit

      £50.00
      Annual Renewal Fee

      £120.00
  • Who sets the charges for FENSA and where do the profits go?
    • Who sets the charges for FENSA and where do the profits go?
      FENSA obtains funds to supports its certification operations through a combination of membership fees and inspection fees. FENSA does not aim to accumulate or distribute any surpluses, but set its charges at levels appropriate to finance the continuing operation and expansion of its certification product, and to provide prudent reserves against contingencies.

  • When can I join/register?
    • When can I join/register?
      Now, just click on “why join FENSA” from the installer menu above, where you can download the Application Pack to join.

  • What is the FENSA MTC Card?
    • What is the FENSA MTC Card?
      Companies that are certified with FENSA through the Original Route to compliance will need to be compliant with the industry’s Minimum Technical Competencies. The FENSA MTC card is managed and operated by GGF Training Ltd. Click here for more information.

  • I need help with my FENSA MTC Card
    • I need help with my FENSA MTC Card
      If you have a query about any aspect of the FENSA MTC Card (e.g. application, onsite test, inspection, card itself etc.), please contact GGF Training Ltd who manages and operates the card.

      GGF Training Ltd. www.ggftraining.com , T: 0844 848 2855, E: training@ggftraining.com

  • Do I have to be a Member of one of the trade associations or relevant bodies listed in the FENSA Application Pack in order to register with FENSA?
    • Do I have to be a Member of one of the trade associations or relevant bodies listed in the FENSA Application Pack in order to register with FENSA?
      No, you can register providing you are able to comply with all the requirements of the Rules and Application Form.

  • How do the inspections work?
    • How do the inspections work?
      FENSA Registered Businesses must undergo a Certification Inspection at the start of their registration with FENSA. To ensure Building Regulations and thermal performance standards are consistently maintained, the installation work of every FENSA Registered Business is continually inspected by FENSA’s inspection service provider.

      Inspections will normally be carried out on 1% of each business's installations, subject to a minimum of 2 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.

      FENSA Inspection Cycle
      This table click here summarises the frequency and different types of inspections that companies undergo based on whether a company is on the ‘Pay As You Go’ surveillance route or FENSA’s original self-certification route (called ‘Individual Competence Route’ on the attached table).

  • What are the benefits?
    • What are the benefits?
      For companies, registration with FENSA confirms their commitment to complying to the Building Regulations. Click here to view the full range of benefits for installation companies.

      For customers, the FENSA scheme will provide a certificate confirming that their replacement window and doors comply with the regulations. Click here to view the full range of benefits for customers.

  • 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.

  • Why must installers provide insurance?
    • Why must installers provide insurance?
      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.

  • My customer has a complaint against me
    • My customer has a complaint against me
      We are sorry to hear that your customer has a complaint against you. FENSA can only deal with consumer complaints regarding non compliance with the Building Regulations.

      You may find it helpful to understand the advice that we issue to consumers with a complaint by clicking here Where necessary FENSA will arrange an independent inspection on the installation work that is being investigated as a complaint. If FENSA considers that the Building Regulations have been breached and are non compliant, FENSA will issue a variations report with corrections to be made on the installation which the installer is obliged to undertake.

      We advise consumers that 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.

      If you have a complaint about the FENSA scheme please tel 020 7645 3700 or email:enquiries@fensa.org.uk



  • FENSA Window and Doorset Energy Rating

  • What are Window and Doorset Energy Ratings (WERs / DSERs)?
    • What are Window and Doorset Energy Ratings (WERs / DSERs)?
      Window and Doorset Energy Ratings are the ratings schemes which determine the energy efficiency of replacement windows and doors in dwellings; the results of which are indicated using a label similar to those found on washing machines, fridges etc. They are rated from ‘A++’ (most energy efficient) to ‘G’.

  • What are FENSA Energy Ratings?
    • What are FENSA Energy Ratings?
      FENSA Window and Doorset Energy Ratings are an extension of the existing market-leading BFRC scheme – just branded FENSA. The scheme is operated and verified by BFRC.

  • What is BFRC?
    • What is BFRC?
      BFRC is the premier UK authority for the rating of energy efficient windows and doors. BFRC ratings are independently verified.

  • What are the benefits for installers?
    • What are the benefits for installers?
      Free Window and Doorset Energy Ratings (WERs & DSERs) - verified by BFRC, the market leader Strongest brand in the industry.
      It is the simplest and quickest way to satisfy Building Regulations / Part L compliance.
      Easy for consumers to understand
      Installers get energy rating labels in their company name
      BFRC website listing.
      Consumer publicity support.
      Installers can source glass & frames separately.
      Consumer recognition.
      Opportunities to upsell.
      Technical and Marketing support

  • What are the benefits to homeowners?
    • What are the benefits to homeowners?
      Homeowners understand energy rating labels – and they generally find U-values confusing.
      Homeowners can easily and simply compare rated products.
      Homeowners can get a certificate confirming the rating(s) of product(s) installed.
      Energy rating labels with the FENSA brand (supported by BFRC technical and auditing support) give consumers reassurance.

  • How do I sign up?
    • How do I sign up?
      Just email FENSA at EnergyRatings@fensa.org.uk stating you want to opt-in. It’s totally free. Your products will need to be supplied by a BFRC licensed fabricator that are signed up to the FENSA Energy Ratings scheme.
      If you are a BFRC Authorised Retailer (AR) just email BFRC on enquiries@bfrc.org stating that you want to opt-in to FENSA Window and Doorset Energy Ratings.

  • How much does it cost?
    • How much does it cost?
      For FENSA certified companies it’s free. You will need to satisfy the scheme rules and your products will need to be supplied by a BFRC licensed fabricator that are signed up to the FENSA Energy Ratings scheme. If you are a BFRC Authorised Retailer (AR) just email BFRC (enquiries@bfrc.org) stating that you want to opt-in to FENSA Window and Doorset Energy Ratings.

  • What do I do once I have signed up
    • What do I do once I have signed up
      You will receive an email application pack. Return the completed forms. Once your application is processed you will receive confirmation by email with details on how to start benefitting from using Window and Doorset Energy Ratings.

  • What are the Terms & Conditions for signing up?
    • What are the Terms & Conditions for signing up?
      You will need to satisfy the scheme rules. Your products will need to be supplied by a BFRC licensed fabricator that are signed up to the FENSA Energy Ratings scheme. If you are a BFRC Authorised Retailer (AR) just email BFRC (enquiries@bfrc.org) stating that you want to opt-in to FENSA Window and Doorset Energy Ratings.

  • How do I get my Fabricator to sign up to the FENSA Energy Ratings scheme?
    • How do I get my Fabricator to sign up to the FENSA Energy Ratings scheme?
      Please ask your fabricator to email enquiries@bfrc.org

  • Is this a new Energy Ratings scheme? Does the industry need another Energy Ratings Scheme?
    • Is this a new Energy Ratings scheme? Does the industry need another Energy Ratings Scheme?
      No – it is the existing BFRC scheme that has been expanded and enhanced to incorporate the FENSA brand. This will give it greater trade and consumer recognition to make it more attractive to a wider range of users. It is still operated and independently verified by BFRC.

  • What are the benefits to the industry in general?
    • What are the benefits to the industry in general?
      FENSA brand recognition will grow the usage of Window and Doorset Energy Ratings, helping to drive technological advances in energy efficient window technology (as BFRC has done for 10 years).

  • What happens to the BFRC scheme?
    • What happens to the BFRC scheme?
      It will still operate. Firstly, the FENSA ratings are just a FENSA branded version of the BFRC ratings. Secondly, not all BFRC Authorised Retailers are registered with FENSA so they can continue to use the BFRC label if they wish.

  • Do homeowners understand Energy Rating labels?
    • Do homeowners understand Energy Rating labels?
      Research undertaken by BFRC reveals that the vast majority of homeowners do not understand U-values and they generally find them confusing.
      However homeowners do understand energy rating labels because they see them everywhere on the high street on electrical goods – and even in estate agent’s windows.
      Energy Ratings helps homeowners to easily and simply compare competing labelled products.

  • Is this a Buildings Regulation requirement?
    • Is this a Buildings Regulation requirement?
      It is the simplest and quickest way to satisfy Building regulations – but it’s not a requirement.

  • FENSA TGAS

  • 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.

      FENSA has negotiated free registration with TGAS for its’ Certified Companies.

  • Why should I sign up for FENSA TGAS?
    • Why should I sign up for FENSA TGAS?
      • When you have a complaint from a customer that cannot be settled via your own company complaints process, you are legally required to provide consumers with the options for using an ADR provider. TGAS is the primary ADR Scheme in the glazing sector.

      • Use of the TGAS logo

      • Free registration for FENSA certified companies – negotiated by FENSA

      • Reduced arbitration costs for FENSA certified companies only – negotiated by FENSA

  • 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

  • What does being a TGAS member involve?
    • What does being a TGAS member involve?
      Once you are a TGAS member you will need to advise your customer you are a member of TGAS.

      If the customer submits a complaint through FENSA TGAS after at least 56 days have elapsed since a complaint was raised with FENSA and there is still an unresolved dispute and the complaint is not Building Regulations related, you will be required to complete the arbitration process. The arbitration decision is legally binding on both parties.

      However, both the consumer and the installation company will need to have fully exhausted the company’s own complaints process prior to submitting a complaint to FENSA TGAS.

  • How do I sign up to get Free Registration with TGAS?
    • How do I sign up to get Free Registration with TGAS?
      Please actively ‘Opt-In’ and sign up to the TGAS scheme rules by emailing tgas@fensa.org.uk

      In the future, you may be able to opt-in online via your FENSA account at www.fensaonline.com

  • What does it cost?
    • What does it cost?
      TGAS registration is free for FENSA certified companies. If a company is signed up to FENSA TGAS:

      For consumers, where they have a complaint about a FENSA TGAS member that is 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, it will cost £100+VAT to submit a complaint to arbitration through TGAS (NB: 'document-based' arbitration only).

      For FENSA TGAS installers the arbitration process starts at £395 (ex VAT) per complaint. The arbitration decision is legally binding on both parties.

  • What options do I have if I don’t sign up to FENSA TGAS?
    • What options do I have if I don’t sign up to FENSA TGAS?
      If you receive a complaint from a customer that cannot be resolved through your own complaints procedure and the complaint is not Building Regulations-related, you will need to provide your customer with a range of ADR options, including the name/website of an ADR provider in the glazing sector. TGAS is one of these ADR options and is the primary ADR Scheme in the glazing sector.

      If you do not opt in to TGAS, when you receive a complaint from a customer that cannot be resolved through your own complaints procedure and the complaint is not Building Regulations-related, you will need to provide your customer with a range of ADR options, including the name/website of an ADR provider in the glazing sector. TGAS is one of these ADR options and is the primary ADR Scheme in the glazing sector.

  • If I change my mind after signing up to FENSA TGAS, can I opt out and get a refund?
    • If I change my mind after signing up to FENSA TGAS, can I opt out and get a refund?
      TGAS registration is free for FENSA Certified Companies. Refunds are not available. To ‘opt-out’ after you have signed up, please email tgas@fensa.org.uk


      IMPORTANT: If a customer has submitted a complaint about your company to arbitration via TGAS, you will not be able to opt out until after TGAS has decided on the case (binding on the company and the consumer).