As the glazing sector adapts to shifting consumer behaviour and increasing access to information, the role of expertise within competent person schemes is becoming more important than ever, according to FENSA.
For installers, certification has long provided a recognised route to demonstrate compliance with Building Regulations. But as homeowners become more informed and expectations continue to rise, the value of a competent person scheme is increasingly defined not just by certification itself, but by the knowledge and support that sits behind it.
“Customers today are coming to installers with far more information than they might have done even a few years ago,” explains Sophia Wilson, Scheme Manager at FENSA. “They’re researching products, performance standards and compliance requirements in advance, which changes the nature of those conversations.”
This growing awareness is helping to drive higher standards across the industry.
However, it also introduces new challenges.
Not all information available online is accurate, and installers are often required to navigate misconceptions or incomplete guidance during customer interactions.
“Homeowners are more educated, but not always correctly informed,” Wilson says. “That means installers need to be prepared to answer more detailed questions and provide clarity where there might be confusion.”
In this environment, access to reliable, technically sound support becomes essential. Competent person schemes play a central role in providing that foundation, helping installers interpret regulations, understand product performance requirements and ensure work is carried out in line with current standards.
Support also extends beyond technical guidance alone. The organisation has placed significant emphasis on strengthening its customer service function, recognising that timely, accurate responses are critical to supporting installers in their day-to-day operations.
“Our focus is on making sure that when someone contacts us, they get the answer they need as quickly as possible,” Wilson explains. “Wherever we can, we aim to resolve queries in that first interaction, without passing people between teams unnecessarily.”
Achieving this requires ongoing investment in training and knowledge-sharing, ensuring that customer-facing teams have a broad understanding of both technical and operational aspects of the scheme. The goal is to create a more seamless experience, where installers can access support confidently and efficiently.
Alongside this, robust compliance processes remain a key part of maintaining trust in the system.
FENSA’s UKAS-accredited framework provides a consistent structure for assessing all registered businesses, helping to ensure impartiality and accountability across the board.
For Wilson, this combination of technical expertise, operational support and compliance oversight is what defines the value of a competent person scheme in today’s market.
“A scheme should give installers confidence,” she says. “Confidence that they’re working in line with regulations, that they can get the support they need, and that they’re able to deliver a high-quality service to their customers.”
As the industry continues to evolve, the importance of that support is only set to increase. With more informed consumers, tighter regulatory expectations and a competitive marketplace, installers are under growing pressure to demonstrate both compliance and professionalism.
“The landscape is changing, and expertise is becoming even more important,” Wilson adds. “It’s about making sure installers have the knowledge, tools and support to meet those expectations, both now and in the future. And that’s what drives us every day at FENSA.”
