I had more than one entry on the Website and the site itself sent a most unhelpful reply requesting more information which was impossible to enter on the proforma. I therefore emailed your Customer Ex... See more
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Review summary
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Reviews shaping this summary
Search Not Found Tried to search to download a compliance certificate but the 'system' couldnt find anything. An live chat with Certass was promptly acknowledged and a copy of the certificate sen... See more
Company replied
I requested a CERTASS certificate through the automated system on the website. I have had to deduct a star because the system did not give me an option to choose which certificate I wanted, so I paid... See more
Company replied
Quick response by Jacqueline, and admin issue resolved! Great Service, thanks!
Company replied
Company details
Written by the company
Certass is a government-authorised Competent Person Scheme providing a trusted alternative to building control. We help professional glazing businesses self-certify that their work complies with Building Regulations. For homeowners, Certass offers competent, regularly assessed installers. Installations classed as notifiable work receive a Compliance Certificate to confirm compliance with current regulations. For Homeowner Advice, visit: www.certifiedcompetent.co.uk
Contact info
17 main street, NE20 9NH, newcastle-upon-tyne, United Kingdom
- info@certass.co.uk
- www.certass.co.uk
4.1
Great
104 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 88% of negative reviews
Typically replies within 1 month
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Download Link Not Working
Tried to follow a link to download a compliance certificate but the 'system' would not allow me to do so. An email to Certass was promptly acknowledged and a full response provided within 24 hours, which included a copy of the certificate so no need to download it. This is how customer service should be, top marks in this instance.
28 November 2025
Unprompted review
Reply from Certass Ltd
Hi there,
Thank you for your review. Sorry the download link didn’t work for you, but we’re really pleased the team could get the certificate to you quickly and make it hassle-free.
We appreciate you taking the time to share your experience, it means a lot to the team.
Best wishes,
The Certass Customer Experience Team
Certificate issued promptly
Certificate issued promptly, and a query dealt with equally rapidly.
27 November 2025
Unprompted review
Reply from Certass Ltd
Hi Les,
Thank you for your review. We’re really pleased your certificate was issued promptly and that your query was dealt with just as quickly.
Thanks again for taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Very helpful
I didn't quite understand how Certass fitted in the mix between the Installer and me, and had also lost my certificate!
An email to the generic info inbox was responded to promptly and details of my certificate provided, along with an easy to understand overview of the inter-relationship of Certass, the Installer, the Installer's insurer and me as the customer!
Very helpful!
27 November 2025
Unprompted review
Reply from Certass Ltd
Hi Andrew,
Thank you for the lovely feedback. We’re glad we could clarify how Certass fits alongside your installer and insurer, and help you locate your certificate quickly.
It’s great to hear you found the explanation clear and the service helpful.
Best wishes,
The Certass Customer Experience Team
Responsive, Knowledgeable and Helpful
The system is very straightforward and easy to use. Service wise - I've always found the technical team to be extremely knowledgeable, and customer support is responsive and helpful—Jacqueline, in particular!
27 November 2025
Unprompted review
Reply from Certass Ltd
Hi Josh,
Thanks so much for your review. We’re really pleased you’ve found the system straightforward and that the technical and customer support teams have been so helpful.
Jacqueline will be delighted by your kind mention — we’ll be sure to pass it on.
Best wishes,
The Certass Customer Experience Team
Very quick positive response to my…
Very quick positive response to my query, very easy.
Every email received was professional but more importantly very friendly. Had never heard of this company before until I needed the details requested from them. Thank you for such a quick, painless, friendly experience.
27 November 2025
Unprompted review
Reply from Certass Ltd
Hi Teresa,
Thank you for your review. We’re so pleased we could make the process quick, easy and friendly for you, especially when it was your first time dealing with Certass.
We really appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
helpful customer services
as a business, we had some trouble with the Certass new system, but Joanne Dale from customer services helped by talking me through the stages. many thanks.
13 November 2025
Unprompted review
Reply from Certass Ltd
Hi DGE,
Thanks so much for the review. We know new systems can take a little getting used to, so glad Joanne could guide you and get things running smoothly. I’ll make sure your thanks are passed on to her.
Best wishes,
The Certass Customer Experience Team
Great advice
I reached out to certass for advice on one of their members who had conducted work on my property last year. They were very quick to respond and incredibly helpful with the information they passed on. And I am very grateful for that!
24 November 2025
Unprompted review
Reply from Certass Ltd
Hi there,
Thank you for your review. We’re really pleased we could help and that you found the advice clear and useful. Providing quick, helpful support is something we take seriously, so it’s great to hear that was your experience.
Thanks again for taking the time to share it.
Best wishes,
The Certass Customer Experience Team
Replacement Certificates - So easy
I was looking for replacement certificates for a probate property. The general search on the Certass database showed multiple entries. I emailed the service team, and the next morning they replied with all the information. I was able to pay and have all the replacement certificates the same afternoon. The customer service was brilliant and fast. The correct certificates were found. Emails were responded to speedily. I was really impressed. Thank you so much.
24 November 2025
Unprompted review
Reply from Certass Ltd
Hi Deanna,
Thank you so much for this lovely review. We’re really pleased we could make the replacement certificate process straightforward for you, especially in a probate situation, and that the team was able to get everything back to you quickly and correctly.
It means a lot to hear you felt well supported and we will be sure to pass your kind words on to the team.
Best wishes,
The Certass Customer Experience Team
Online automated certificate replacement service not good, but staff very helpful and quick to put it right
I requested a CERTASS certificate through the automated system on the website. I have had to deduct a star because the system did not give me an option to choose which certificate I wanted, so I paid the £30 and recieved a previous CERTASS certificate relating to my property, rather than the most up to date one that I wanted. However, when I phoned they were very helpful and emailed the correct one straight away.
21 November 2025
Unprompted review
Reply from Certass Ltd
Hi Caroline,
Thank you for sharing your experience with the process. That’s not the experience we want for anyone, and we completely understand why that was frustrating. We’ve looked into this, and it’s been logged with our IT team so we can improve the online certificate replacement service going forward.
We’re glad you called and that the team was able to put things right quickly by sending the correct, up to date certificate.
Best wishes,
The Certass Customer Experience Team
I have just had a very positive…
I have just had a very positive experience with Certass with regards my bifold doors installed in 2023. Jacqueline resolved my enquiry quickly and efficiently. Happy customer
20 November 2025
Unprompted review
Reply from Certass Ltd
Thank you for taking the time to leave a review. We’re really pleased to hear that you had such a positive experience with us and that Jacqueline was able to resolve your enquiry quickly and efficiently.
We’re always aiming to make things as straightforward as possible for homeowners, so it’s great to know this came through in your experience.
Thanks again for your feedback, we really appreciate it!
Best wishes,
The Certass Customer Experience Team
Avoid Certass
Hi everyone I was a member of certass for 3 years, and I would like to let everyone that thinking of joining them to avoid them completely. All there staff are very incompetent and none of them have any experience in the glazing industry or any industry at all.
Avoid.Avoid.Avoid
18 November 2025
Unprompted review
Reply from Certass Ltd
Dear Mr Dimov,
We’re sorry to hear that you feel this way. To provide clarity for anyone reading, the issue behind this review relates to the surveying MTC assessment. You previously held installation MTC only, and under the industry’s MTC framework, installation and surveying are two separate competency requirements. This was explained at the time, and the surveying assessment link and reminders were provided as requested.
The MTC fee you purchased is non-refundable, as it covers the setup, registration and allocation of the assessment, all of which were completed in full. This process is standard across all Competent Person Schemes and is consistent with our published terms.
Regarding your comments about our staff, we would like to reassure readers that the Certass team consists of experienced industry professionals, including ex-fitters, chartered builders, and technical specialists. Certass is chaired by the Head of Competence for the Building Safety Regulator (BSR), reflecting the depth of expertise within our organisation and our commitment to raising competency standards across the sector.
While we welcome feedback from all members, it’s important that reviews reflect accurate information. In this case, our team acted professionally, correctly, and in full alignment with industry requirements.
If you would like any further clarification on the distinction between installation and surveying MTC, or how the framework operates, we’re happy to help at info@certass.co.uk.
Best wishes,
The Certass Customer Experience Team
I had missed our Certass guarantee…
I had missed our Certass guarantee documentation and yet Certass provided a replacement straight away. Superb service from Whiteny!
18 November 2025
Unprompted review
Reply from Certass Ltd
Thank you for your review. We’re really pleased we could get your replacement documentation over to you quickly.
Whitney will be delighted to hear your feedback, and we’ll be sure to pass your kind words on to her.
Thanks again for taking the time to share your experience.
We have used Certass for many years
We have used Certass for many years. As a window and door installer we have had excellent back up from them and they always have someone friendly on hand to answer any questions.
18 November 2025
Unprompted review
Reply from Certass Ltd
Thank you for taking the time to leave such a lovely review. We really appreciate your long-standing support and it’s great to hear that our team has been able to give you the backup and guidance you need over the years.
Thanks again for being part of Certass, we’re proud to support your business.
Best wishes,
The Certass Customer Experience Team
Personal Customer Service
We had missed our Certass guarantee documentation due to the fact that we did not check our e mails after having window renovations in April.
We telephoned Certass and even though we were just over 6 months deadline for a replacement certificate they kindly waivered the cost of the £30 fee. The team were extremely efficient and we were sent a replacement certificate almost immediately
after our contact.
An excellent company providing one of the best personal service we have experienced in quite some time
Lynette and John Jones
11 November 2025
Unprompted review
Reply from Certass Ltd
Hi Lynette and John,
Thank you so much for your lovely review. We're really pleased we could help get your replacement certificate sorted quickly and that our team made the process easy for you.
At Certass, we always try to offer a personal, human service, so we really appreciate you taking the time to share your feedback and we’ll make sure your kind words are passed on to the team.
Best wishes,
The Certass Customer Experience Team
I've been a member of Certass the last…
I've been a member of Certass the last 3 years and they have always been on hand to sort any problems I've needed help with.
Today James finner helped me out.
Cheers James.
10 November 2025
Unprompted review
Reply from Certass Ltd
Thank you so much for sharing your experience with us - we really appreciate it!
It’s great to hear that you’ve had a positive experience, and James was able to help you out. Our team works hard to support our members every day. Thanks again for taking the time to leave a review.
Needed a replacement certificate but…
Needed a replacement certificate but unable to do it online. Phone up and the staff sorted it out right away
10 November 2025
Unprompted review
Reply from Certass Ltd
Thanks so much for your feedback! We’re really glad our team were able to get this sorted quickly for you. We’re working on making the online process smoother too, so this kind of experience becomes even easier in the future.
Amending information
We had an issue with the information that was given to Certass and needed amending. Jacqueline was most helpful and very efficient. Thank you for all your help, much appreciated.
7 November 2025
Unprompted review
Reply from Certass Ltd
Thanks for sharing your experience! We’re so pleased to hear that Jacqueline was able to help get everything sorted quickly and efficiently. We’ll be sure to pass your kind words on to her- the team will really appreciate it.
Generally irrelevant and pointless.
Generally irrelevant and pointless.
Had some windows installed by somebody who was Certass not Fensa registered. I can see his registration on Certass. Certs for installation are not available via Certass as not in Database. With problems like this Certass says to contact installer which I did as I see him socially quite frequently. He says he would have registered the installation and we should have received an email confirming. He did comment that he's had this a lot with Certass. Oddly enough I can see every earlier installation with Fensa, which suggests that the Certass system is pretty pointless and no mandatory submission after installation as there is with Fensa which kind of defeats the purpose of Certass.
Update 9th Nov for those who may be in a similar predicament:
To provide a little more context. Like many people selling their house I needed the Certass window installation certificate to provide to solicitors. I had all the Fensa certs as paper copies of these had been posted to me and they're also available digitally as I can see these online anyway.
Though the installer mentions Certass 6 year compliance against building regs on his final correspondence the certs are not available via certass digital download as there is no registered installation at my address. So what value is there in the certs should the installer go out of business and certass has no knowledge of the installation?
In the end the lack of certs was causing the delay with the selling of my house and I simply didn't have time or enthusiasm to mess about sorting out the issues between certass and installer and opted for an easier route of having to pay indemnity insurance via my solicitor to cover any potential future issues with the installation.
I believe this could be avoided if it was mandatory for the certass registered installer to register the installation with certass as this provides some value.
Based on my experience I'd not regard an installer being registered with certass as having much value.
24 October 2025
Unprompted review
Reply from Certass Ltd
We’re sorry to hear that your experience didn’t meet expectations, and we really appreciate you letting us know.
We’d like to look into what’s happened so we can put things right where possible. Could you please get in touch with us directly at info@certass.co.uk with a few details?
We’ll make sure the right person from our team follows up to help you as quickly as possible.
No certificate or help from Certass
My installer did not apply for a certificate and after eight months of chasing, where the installer just ignores all correspondence from Certass and myself, Certass have said they cannot do anything. Certass has no power and could not care less about the customer and may as well not exist. Due to this I would never use a Certass approved installer again, which I am sure excludes some that are good.
I would recommend all legitimate installers move away from Certass as you are being dragged down by Certass themselves.
3 September 2025
Unprompted review
Reply from Certass Ltd
We’re sorry to hear that your experience didn’t meet expectations, and we really appreciate you letting us know.
We’d like to look into what’s happened so we can put things right where possible. Could you please get in touch with us directly at info@certass.co.uk with a few details?
We’ll make sure the right person from our team follows up to help you as quickly as possible.
avoid anything certass
they send pre-loaded max score reviews for you to approve to get their BS certificate
3 September 2025
Unprompted review
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