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
Based on reviews, created with AI
What people talk about most
Based on these reviews
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
4.2
Great
98 reviews
Replied to 50% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Terrible Customer Service
For whatever reason, we never received their email containing certification for our new windows. I don't recall ever seeing their email & i have searched every email folder going (including deleted emails) and absolutely no trace of the email.
They say they issued them in June 25 & we noticed in April 26 that we hadn't received our certification. so less than a year.
They refuse to resend this without us paying a fee to retrieve our certification. And say they only give 6 months free of charge to retrieve docs.
Their customer Service was awful & they are adamant they want their petty £30 fee before they'll send us our certification.
I dealt with someone called Jaqueline & they really weren't very nice to deal with. She went over & beyond to prove that they'd sent email & had no interest in helping.
April 15, 2026
Unprompted review
Online Chat
I just used the online chat for existing members. They were very quick to reply, helpful and informative.
April 13, 2026
Unprompted review
CERTASS - helpful and informative
I have been working with CERTASS for approximately 16 months now, and I would just like to mention the support of Thomas Jeavons, who is always happy to help and provides advice and feedback wherever he can, He has excellent technical knowledge, and is unfailingly helpful, polite and most importantly, friendly and approachable. A pleasure to deal with.
March 24, 2026
Unprompted review
Wonderful friendly and prompt service
Wonderful friendly and prompt service. Faultless. Thank you
March 24, 2026
Unprompted review
Reply from Certass Ltd
Hi Keely,
Thank you for your lovely review. We’re really pleased you found the service friendly and prompt, and especially that it felt faultless.
We really appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
The staff were really helpful when I…
The staff were really helpful when I had a query over a certificate. They were patient and polite in response to my many questions! thank you so much for sorting it for me.
March 19, 2026
Unprompted review
Reply from Certass Ltd
Hi Diane,
Thank you for your lovely review. We’re really pleased the team could help with your certificate query and that you felt supported throughout.
We appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Exemplary speedy service
I needed to replace lost CERTASS certificates for windows installed some time ago at my elderly mother's home. CERTASS staff took me from that start of the process, to the end result in about half an hour, with clear, quick responses.
March 17, 2026
Unprompted review
Reply from Certass Ltd
Hi Alison,
Thank you for your kind feedback. We’re really pleased we could guide you through the process quickly and get everything sorted, especially for your mother’s property.
It’s great to hear the service was clear and efficient from start to finish.
Best wishes,
The Certass Customer Experience Team
Reply from Certass Ltd
Hi there,
Thank you for your review. We’re really pleased your enquiry was responded to quickly and that the team could help.
We appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Simply pvc in Huddersfield were…
Simply pvc in Huddersfield were fantastic..you couldn't ask for a better service. The whole team were brilliant and did a very professional job. We had replacement facias fitted and they provided an excellent service. Highly recommend.
March 3, 2026
Unprompted review
Reply from Certass Ltd
Hi Nikki,
Thank you for taking the time to leave such a lovely review. We’re really pleased to hear that our Member, Simply PVC provided such a professional service and that you were happy with the work carried out.
We’ve passed your kind feedback on to the team at Simply PVC.
Best wishes,
The Certass Customer Experience Team
Customer Experience Team
I requested a duplicate certificate from Certass - whilst they couldn't find any record of it (which was disappointing) their Customer Experience team responded to my questions really quickly and were very helpful (when they didn't need to be). It was quite refreshing to receive such a prompt and thorough response. Thank you
February 26, 2026
Unprompted review
Reply from Certass Ltd
Hi Jo,
Thank you for your thoughtful review. We’re sorry we couldn’t locate the certificate on this occasion, but we’re really pleased the Customer Experience Team were able to respond quickly and help answer your questions.
It’s great to hear the support was helpful and thorough, and we really appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Same day reply to my email
Same day reply to my email about whether I needed certification for a project. Answered it in full.
February 20, 2026
Unprompted review
Reply from Certass Ltd
Hi Marc,
We’re really pleased we could respond quickly and help clarify whether certification was needed for your project.
We appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
I received a certificate saying my new…
I received a certificate saying my new Windows had been installed in line with building regulations. I had experienced cold walls and cold air ingress since the Windows were fitted. When the installer took the trim off of the window sill I could see there was an unsealed gap between the new window and the wall which was unsealed. It was obvious this was causing the issues. Also the new balcony door was jammed into a worn timber base causing air leaks there. Certass were not willing to investigate without photographic evidence. This was not possible without taking the trim off again. The complaints system is loaded in favour of the installer and I have a meaningless certificate. The burden of proof should be On the installer to prove they have complied, not On the homeowner to be set unreasonable and impossible evidence demands
February 20, 2026
Unprompted review
Reply from Certass Ltd
Hi David,
We’re sorry to hear that you remain unhappy with the outcome of your complaint.
Certass operates an evidence-based complaints process and can only investigate matters that fall within the scope of our government-authorised Competent Person Scheme. Our remit is limited to assessing compliance with Building Regulations for work that is permitted under our licence.
In order to review concerns about an installation, we require supporting evidence (such as photographs or inspection findings) so that our technical team can determine whether there has been a breach of Building Regulations within that scope. Without evidence, we are unable to progress a formal investigation.
In your case, the installer engaged with the process and provided information for assessment. Based on the evidence available and within the limits of our licensed remit, no breach of Building Regulations was identified and the complaint was closed accordingly.
If any aspect of the work falls outside the scope of our scheme, this would need to be pursued through the appropriate alternative routes (such as Building Control or other regulatory channels), as Certass can only act within the authority granted under our licence.
If further supporting information becomes available, you are welcome to submit it and we will review it in line with our procedures.
Best wishes,
The Certass Customer Experience Team
Quick response and issue of certificate
Very helpful in confirming the window installer hadn't submitted the necessary paperwork, copying in the installer in their response to me which prompted the installer to take immediate action.
The certificate was then issued immediately on receipt of the paperwork from the installer. 5 star service from CERTASS
February 18, 2026
Unprompted review
Reply from Certass Ltd
Hi there,
Thank you for your review. We’re really pleased we could help clarify the situation and prompt things forward so the certificate could be issued quickly.
It’s great to hear the process worked as it should and we appreciate you taking the time to share your experience.
Best wishes,
The Certass Customer Experience Team
Very professional responded quickly to…
Very professional responded quickly to my query about installation certificate:
February 10, 2026
Unprompted review
Reply from Certass Ltd
Hi Drena,
Thank you for your kind feedback. We’re really pleased we could respond quickly and provide the information you needed regarding your installation certificate.
We appreciate you taking the time to leave a review.
Best wishes,
The Certass Customer Experience Team
Fantastic service
Fantastic service. Certificate arrived on time and all information was correct. Extremely efficient team work. Thank you.
February 10, 2026
Unprompted review
Reply from Certass Ltd
Hi Martin,
Thank you for your lovely review. We’re delighted everything arrived on time and that the information was spot on.
It’s great to hear the team made the process efficient and straightforward for you.
Best wishes,
The Certass Customer Experience Team
Jacqueline is always very friendly
Jacqueline is always very friendly, helpful and the response time is very quick.
February 3, 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.
February 3, 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
January 29, 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.
January 28, 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.
January 26, 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.
January 27, 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
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