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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
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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Jacqueline is always very friendly
Jacqueline is always very friendly, helpful and the response time is very quick.
3 February 2026
Unprompted review
Reply from Certass Ltd
Hi J,
Thank you for your review. Jacqueline will be so pleased to see your feedback and we’re glad she’s been able to support you quickly and helpfully whenever you’ve needed it.
We really appreciate you sharing your experience.
Best wishes,
The Certass Customer Experience Team
I have always found Whitney at Certass…
I have always found Whitney at Certass to be incredibly helpful whenever I have queries about registering an installation. She is consistently efficient, friendly, and always happy to assist—no matter how many questions I have! Her support makes the whole process much smoother and is very much appreciated.
Highly recommend—excellent service from Whitney and the Certass team.
3 February 2026
Unprompted review
Reply from Certass Ltd
Hi Julie,
Thank you so much for your kind words. Whitney will be delighted to read this feedback and we’re really pleased she’s been able to make the registration process smoother for you.
Your recommendation means a lot, and we appreciate you taking the time to leave such thoughtful feedback.
Best wishes,
The Certass Customer Experience Team
Good Experience from the Certass Customer Experience Team
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 Experience Team. From that point the experience could not have been better. Responses were prompt and helpful. Thank-you to Jacqueline
29 January 2026
Unprompted review
Reply from Certass Ltd
Hi Gill,
Thank you for sharing your experience. We’re really pleased that once you contacted the Customer Experience Team, Jacqueline was able to support you quickly and make the process straightforward.
We appreciate the feedback and will feed the online issue back so we can improve it going forward.
Best wishes,
The Certass Customer Experience Team
Excellent service
Twice today I needed to follow up for my customers and twice today Certass dealt with my enquiry promptly and without any fuss.
28 January 2026
Unprompted review
Reply from Certass Ltd
Hi Sharon,
Thank you for your lovely review. We’re really pleased we could help you and keep things prompt and fuss-free for your customers.
We really appreciate you taking the time to share your feedback.
Best wishes,
The Certass Customer Experience Team
very helpful
very helpful staff if you have an issue with certass, prompt assistance and very friendly attentive staff, Lorna and jacquline are very good at going above and beyond.
26 January 2026
Unprompted review
Reply from Certass Ltd
Hi Amanda,
Thank you so much for your kind words. We’re delighted to hear you found the team so helpful and friendly, and that Lorna and Jacqueline were able to go above and beyond to support you.
We’ll be sure to pass your feedback on to them.
Best wishes,
The Certass Customer Experience Team
Excellent service
I have found this company so helpful with my enquiry just to say an excellent service thank you.
27 January 2026
Unprompted review
Reply from Certass Ltd
Hi Tracey,
Thank you for your lovely review. We’re really pleased we could help with your enquiry and that you found the service excellent.
Thanks again for taking the time to share your feedback.
Best wishes,
The Certass Customer Experience Team
After finding out that the window…
After finding out that the window company had not given me the certificates when they were installed a few years ago & now gone out of business, I decided to try and access them online. After submitting the request, I received a response from Jacqueline who was really amazing, helpful, responsive & polite, you could not have asked for more help. I was not expecting it to be easy but Jacqueline certainly made it. 100% satisfied with the service received.
27 January 2026
Unprompted review
Reply from Certass Ltd
Hi Paul,
Thank you so much for your lovely review. We’re really pleased Jacqueline was able to help you access the certificates and make the process straightforward, especially given the installer is no longer trading.
She’ll be delighted to read your kind words and we’ll be sure to pass them on. Thanks again for taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
First class service from Joanne
First class service from Joanne. From phoning to request a copy of a CERTASS certificate to receiving the certificate by email was less than an hour. She was also able to assist with the details of the guarantee providers. Absolute star!
26 January 2026
Unprompted review
Reply from Certass Ltd
Hi Lorna,
Thank you so much for your kind review. We’re delighted Joanne was able to help so quickly and get everything over to you within the hour.
She’ll be thrilled to see your feedback and we’ll be sure to pass it on.
Best wishes,
The Certass Customer Experience Team
Fast Response and Useful Information
Jacqueline responded to my concerns regarding certification for outbuildings very promptly and was able to give me really good advice, putting my mind at rest. Great customer service.
22 January 2026
Unprompted review
Reply from Certass Ltd
Hi Helen,
Thank you for your lovely feedback. We’re really pleased Jacqueline could respond quickly and give you the reassurance you needed.
Great to hear your mind was put at rest, that’s exactly what we aim for.
Best wishes,
The Certass Customer Experience Team
Limited Accountability in CERTASS Complaint Handling
I raised a formal complaint with CERTASS regarding one of its registered traders, Acorn Glass (also known as Pinemarks Projects), after experiencing significant issues with the work carried out and being left several thousand pounds out of pocket. CERTASS dismissed my complaint based on information provided by the trader that I believe to be inaccurate, without carrying out what I would consider a full and fair investigation.
I specifically requested evidence to support the trader’s claim that my installation formed part of a garage conversion rather than a straightforward replacement of an existing window and door. To date, no such evidence has been provided. This has left me concerned about the robustness of CERTASS’s complaint‑handling process and the level of oversight applied to its registered members. In my experience, there appeared to be limited checks or balance to ensure accountability or to protect consumers when disputes arise. CERTASS appeared to accept the trader’s assertions at face value, even though no supporting documentation was produced.
My intention in sharing this is simply to reflect my personal experience of the process and the difficulties I encountered in seeking a transparent and balanced review of my complaint.
21 January 2026
Unprompted review
Reply from Certass Ltd
Hi Nicky,
We’re sorry to hear that you’re unhappy with the outcome and appreciate how frustrating this situation has been for you.
To clarify for anyone reading, Certass can only investigate complaints relating to work that falls within the scope of our Competent Person Scheme. Our scheme covers the replacement of windows and doors in existing domestic dwellings. It does not extend to garage conversions or wider building works, which must be approved and signed off by Local Authority Building Control or an approved inspector.
In this case, we contacted the installer directly and were advised that the work formed part of a garage conversion. This was confirmed by photo evidence. As this type of work sits outside Certass’ legal remit, we were unable to investigate the complaint further under the scheme or issue certification. This position was explained during our correspondence and is consistent with how all Competent Person Schemes are required to operate.
We understand this was not the outcome you were hoping for, but the complaint was not dismissed for convenience or lack of interest — it was assessed against the limits of what Certass is legally permitted and licensed to regulate. Where work falls outside our scope, the appropriate route is through Building Control and, where relevant, Trading Standards or other regulatory bodies.
If you would like us to clarify Certass’ role or the boundaries of the scheme further, we remain happy to do so via info@certass.co.uk.
Best wishes,
The Certass Customer Experience Team
Quick response by Jacqueline
Quick response by Jacqueline, and admin issue resolved! Great Service, thanks!
8 January 2026
Unprompted review
Reply from Certass Ltd
Hi Angie,
Thank you for your review. We’re really pleased Jacqueline was able to resolve the admin issue quickly for you, and will make sure we pass that on to her.
Best wishes,
The Certass Customer Experience Team
Whitney White was able to sort my…
Whitney White was able to sort my request immediately. Thank You
2 January 2026
Unprompted review
Reply from Certass Ltd
Hi Linda,
Thank you for your review. We’re really pleased Whitney was able to sort your request so quickly. We’ll be sure to pass your thanks on to her.
Best wishes,
The Certass Customer Experience Team
Fast efficient responses
It was a pleasure dealing with the Certass team! I emailed the team with the relevant details for two certificates for work done more than 6 months ago. The team (thanks Jacqueline!) emailed me with links for the payment, and less than 30 minutes later I could send the certificates to the solicitors. Brilliant experience.
17 December 2025
Unprompted review
Reply from Certass Ltd
Hi John,
Thank you for taking the time to leave such a great review. We’re really pleased the team could sort everything quickly for you, especially with solicitors involved.
Jacqueline will be delighted to see your feedback, and we’ll be sure to pass it on. Thanks again for sharing your experience.
Best wishes,
The Certass Customer Experience Team
Prompt and efficient service
I could not find one of two Certass certificates. When I went onto the website it was not available/recognised because it was older than 6 months. I sent an email reply with full details which was automatically acknowledged and the next morning received an email with the certificate attached. very prompt and efficient. Thank you.
16 December 2025
Unprompted review
Reply from Certass Ltd
Hi Mrs S,
Thank you for your review. We’re really pleased the team could help you quickly and get the certificate over to you without any fuss.
We appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Certass Installers viewpoint
We have been Certass installers for 12 years. They are trying really hard to bring the whole double glazing sector out of the 'cowboy' reputation... It means more work for us as a company but our customers appreciate that we are registered with such a company.
The girls have always been very helpful if I've had any queries.
15 December 2025
Unprompted review
Reply from Certass Ltd
Hi there,
Thank you so much for taking the time to leave this review and for your continued support over the past 12 years. It really means a lot.
We’re pleased to hear that being Certass registered is valued by your customers and that the team has been helpful whenever you’ve needed support. Feedback like this is hugely appreciated.
Best wishes,
The Certass Customer Experience Team
Recently asked for a copy certificate…
I recently asked for a copy certificate for a window I had replaced. I'm selling my house and couldn't find the original certificate. This service has been really helpful, quick to respond and very friendly too. It's important to ensure you keep your original certificates in a safe place, as copies are a little pricey at £30 each . . but worth it.
11 December 2025
Unprompted review
Reply from Certass Ltd
Hi Julie,
Thank you for your review. We’re really glad we could help you get the certificate you needed, especially with a house sale underway. It’s great to hear the team made the process quick and friendly for you.
Thanks also for your understanding around replacement certificates, and we appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
JO DALE WAS SO HELPFUL ,POLITE
JO DALE WAS SO HELPFUL ,POLITE , AND EXTREMELY PLEASANT.
11 December 2025
Unprompted review
Reply from Certass Ltd
Hi Peter,
Thank you for your lovely feedback. Jo will be delighted to hear this, and we’ll be sure to pass it on to her.
Best wishes,
The Certass Customer Experience Team
Great guidelines to adhere too & the…
Great guidelines to adhere too & the new dashboard is easy to navigate.
9 December 2025
Unprompted review
Reply from Certass Ltd
Hi Adrian,
Thank you for the review.
We appreciate you taking the time to share your experience, and we’re always here if you need anything as you use the system day to day.
Best wishes,
The Certass Customer Experience Team
Search Not Found
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 sent on chat. This is how customer service should be, top marks in this instance.
9 December 2025
Unprompted review
Reply from Certass Ltd
Hi David,
Thank you for your review. Sorry the search didn’t pull anything up for you, but we’re really pleased the live chat team could get the certificate over to you straight away.
Appreciate you taking the time to share your experience, and we’ll feed the search issue back so the online process is smoother.
Best wishes,
The Certass Customer Experience Team
It all worked out...
To the layman like myself, Certass are not as known as Fensa for issuing Building Regs certificates (for double-glazed units) which get sent through the post, so I simply wasn't expecting them to arrive by email and with a time-sensitive link to boot. To be honest, the website suggested that that would be my hard luck (and that I'd have to pay a fee for the 'reissue'), but I got in touch anyway with customer services, and was met with a very understanding response - and certificates - from Jacqueline and her manager. Massively appreciated, and yes, for me that is 5 star service.
4 December 2025
Unprompted review
Reply from Certass Ltd
Hi Stephen,
Thank you so much for your thoughtful review. We’re really glad you got in touch and that Jacqueline and manager were able to quickly sort a certificate re-issue for you.
Appreciate you taking the time to share the detail, and hope it will help others too. We’ll be sure to pass your kind words on to the team.
Best wishes,
The Certass Customer Experience Team
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