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Home Improvement Consumer Protection Scheme Ltd (HICS) is proud to announce that it has successfully recertified for ISO 9001, the internationally recognised standard for quality management systems, with zero non-conformances.

This latest achievement underlines HICS’ commitment to excellence in operational performance and customer service. The successful outcome of the rigorous external audit demonstrates the maturity, consistency, and effectiveness of HICS’ internal systems and processes, which are designed to support both member businesses and consumers across the home improvement sector.

Faisal Hussain, CEO of HICS, commented,

“The recertification is a testament to the dedication, collaboration, and attention to detail shown across all our teams at HICS. ISO 9001 is the internationally recognised standard for quality management systems, and to maintain this certification year-on-year requires an ongoing commitment to improvement, consistency, and customer focus. I’m incredibly proud of everyone who played a part in this success.”

The ISO 9001 standard ensures that HICS consistently provides services that meet customer and regulatory requirements while driving a culture of continuous improvement and operational excellence. Certification is only granted to organisations that demonstrate a high standard of quality assurance, robust internal controls, and a customer-centric approach.

Achieving recertification without a single non-conformance also highlights the strength of HICS’ quality management system and the effectiveness of efforts to streamline internal processes, refine procedures, and enhance compliance frameworks.

We are pleased to announce that Faisal Hussain, CEO of the Home Improvement Consumer Protection Schemed Ltd (HICS), has been appointed as a member of the Consumer Protection Panel. Faisal, while serving as the CEO of HICS, will take on this role in an independent capacity, bringing his extensive expertise and commitment to consumer advocacy to this esteemed advisory group.

The Consumer Protection Panel, established by the Chartered Trading Standards Institute (CTSI), the National Trading Standards Scams Team (NTS), and Consumer Friend, plays a vital role in supporting and enhancing consumer interests across the UK. The panel provides valuable insights and recommendations on consumer protection issues, ensuring that consumer vulnerability and welfare remain at the forefront of policy development and decision-making.

With a proven track record of championing consumer rights and extensive experience in safeguarding standards, Faisal’s appointment reinforces the panel’s mission to address critical issues such as scams, product safety, and fair-trading practices. His insights will help shape initiatives that protect consumers and enhance accountability within the marketplace.

Faisal Hussain commented:

“I am honoured to join the Consumer Protection Panel and contribute to its important work of advocating for consumers across the UK. With millions of people facing challenges from scams to product safety issues, the panel’s role in providing advice, support, and a consumer perspective is more important than ever. I look forward to working collaboratively with other panel members to make a positive impact on consumer protection.”

The Consumer Protection Panel convenes four to six times a year and is composed of professionals and individuals with lived experiences of consumer challenges. Members contribute to research, provide feedback on consumer priorities, and support campaigns that empower consumers.

HICS, a consumer protection organisation covering the installation of home improvement products, has appointed Buckinghamshire and Surrey Trading Standards as its new Primary Authority.

The appointment of Buckinghamshire and Surrey Trading Standards as a Primary Authority will provide HICS members with access to regulatory advice, including the issuance of guidance, templates, and tools designed to ensure compliance and promote best practices within the industry.

Founded in April 2015, Buckinghamshire and Surrey Trading Standards is a joint service formed by Buckinghamshire Council and Surrey County Council. This authority is committed to delivering robust consumer protection services.

Faisal Hussain, HICS CEO, comments,

“We are pleased to announce our new partnership with Buckinghamshire and Surrey Trading Standards as our Primary Authority. Their expertise will be invaluable in helping us provide our members with a high level of regulatory support, further ensuring that consumer protection remains at the forefront of our mission.”

Michele Manson, Business Team Manager at Buckinghamshire and Surrey Trading Standards, comments,

“We are delighted to welcome HICS Consumer Protection as our new Primary Authority Partner.  We look forward to working with the team to deliver support and advice to their members and protecting consumers on the home improvement journey.”

The partnership between HICS and Buckinghamshire and Surrey Trading Standards underscores HICS’s ongoing commitment to protecting consumers and supporting its members in navigating the complex regulatory landscape.

HICS members interested in accessing advice from Buckinghamshire and Surrey Trading Standards should raise their interest to HICS by emailing compliance@hicsscheme.org.uk or calling HICS on 0333 323 2655.

The Home Improvement Consumer Protection Scheme (HICS) has recently conducted a home improvement survey to garner the current views on home improvements of their team. With the responses received, some good insights have been gathered for market research into plans, preferences, and the challenges faced in improving living spaces.

Faisal Hussain, HICS CEO, explains more about the results:

“The home improvement survey was ran to explore the current attitudes of the team that work at HICS to provide market insight into the realities of home improvements in the wider sector.

Current Considerations

“Our first question explored whether staff members are considering making home improvements within the next six months. It turns out, 57.1% of respondents are planning to undertake home improvements, while 42.9% are holding off. Among those not diving into home improvements, financial constraints were a significant factor, with comments like “They are a large cost, so it takes longer to save up.” Other reasons included living in rented properties or new builds, with one respondent sharing “Just bought a new build house so everything is new.” Ultimately, the responses highlight how financial challenges and recent relocations play a crucial role in delaying home improvements.

Desired Home Improvements

“When asked about the types of home improvements they desire, respondents could select multiple options. The most popular choices were landscaping improvements (32.1%), kitchen renovations (28.6%), and bathroom remodelling (28.6%). Other notable mentions included new windows or doors (21.4%), new fitted wardrobes (7.1%), installation of solar panels (3.6%), and upgrading plumbing fixtures (3.6%). Additionally, there were various ‘Other’ responses, such as decorating, new flooring in the kitchen, roof repair, and extensions. One respondent shared, “Just had fitted wardrobes installed in March. Would love to do an extension to make the kitchen bigger though happy for the time being, maybe a future project.”

Barriers to Home Improvements

“We also looked into what was holding people back from these projects, and we identified several key issues. One of the biggest obstacles being financial costs (50%), followed by the improvements not being applicable to their current situation (31.1%), and a lack of time (25%). Other challenges included uncertainty about where to start (10.7%), distrust of contractors (7.1%), and fear of making mistakes (3.6%). Additional responses highlighted personal disagreements, existing contracts, renting, and procrastination as deterrents. It seems that money, time, and confidence are the main barriers to making these projects a reality.

Encouraging Initiatives

“So, what would make it easier for staff to proceed with home improvements? 

The importance of working with trusted installers (35.7%), access to clear information and guidance (28.6%), and availability of financing options (17.9%) were key factors. Other considerations included having sufficient savings, the ability to complete the project gradually, having the available finances, and a need to plan the project thoroughly from the start.

Understanding these trends allows installers to align their services with consumer needs, addressing key barriers such as financial constraints, time limitations, and the importance of trusted installers. By offering clear information and resources on the above, installers can position themselves as a solution for homeowners looking to enhance their living spaces. These insights could help members stay competitive in the evolving home improvement market.”

For more information on the other services HICS provides to members, visit: www.hicsscheme.org.uk

Home Improvement Consumer Protection Scheme (HICS), as part of QA Scheme Support Services, has been victorious at the Be Inspired Business Awards (BIBAs), Lancashire’s premier business awards, winning Leadership Team of the Year.

Louise Fletcher, Deputy Managing Director of QA Scheme Support Services, expressed her delight at the win:

“We are more than thrilled to win the Leadership Team of the Year category at this year’s BIBAs, an award that reflects the excellent leadership team we have in place looking after our schemes.

“The team is dedicated to creating an environment of excellence within the organisation, driving for a people-centric work environment that’s operationally efficient, through training and supporting our people to be the best they can be. Collectively, we foster the values of respect, integrity, teamwork, and communication at all levels of the organisation and encourage wellbeing for all.

“We strongly believe that a motivated and happy workforce leads to excellent service delivery, increased productivity, and ultimately, greater customer satisfaction. While this remains central to our business, with high standards of Key Performance Indicators (KPIs) to maintain to ensure we’ve engaging with our members effectively and efficiently, it’s not all about business.

“I’m a huge advocate for improving mental health and well-being. Not only do we promote it with our members and the wider industry, but we take it very seriously internally, too. We’ve implemented Mental Health Awareness Days and appointed three trained Mental Health First Aiders (MHFA) to support our team. We’ve implemented other rewards like personalised tokens of appreciation and team-building activities too, which have significantly increased employee engagement, boosted motivation and reduced staff turnover.

“The leadership team maintains these standards through rigorous quality control measures, targeted training and quarterly offsite senior management sessions.

“Winning this award is a great reflection of the team’s vision, hard work and dedication, and I couldn’t be prouder. HICS is a place where excellence thrives for both our team and our members”.

The Home Improvement Consumer Protection Scheme (HICS), via QA Scheme Support Services, is thrilled to announce their nomination as a finalist in the esteemed Leadership Team of the Year category at the Be Inspired Business Awards (BIBAs), Lancashire’s premier business awards. This is the second year running that the organisation has made it to the finals, last time in the Employer of the Year category.

Leadership Team of the Year

Faisal Hussain, Chief Executive of HICS, expressed his delight at the nomination,

“We are honoured to be recognised by the BIBAs, once again. This nomination reflects our commitment to excellence and the dedication of our senior leadership team and people-centric strategy. It highlights our focus on fostering a positive work culture and enhancing operational efficiencies.

“Central to our approach is a strong emphasis on respect, integrity, teamwork, and communication at all levels of the organisation. Our success is built on the principle that a motivated workforce leads to superior service delivery, increased productivity, and ultimately, greater customer satisfaction. This all starts with the leadership team who have cemented this approach through targeted training and quarterly offsite senior management sessions.

“At HICS, it’s not just about business; we prioritise our staff’s wellbeing. We’ve implemented Mental Health Awareness Days and appointed three trained Mental Health First Aiders (MHFA) to support our team. Additionally, we’ve enhanced employee engagement through personalised tokens of appreciation and team-building activities, which have significantly boosted motivation and reduced staff turnover.

“Customer satisfaction will continue to remain at our forefront, with high standards of Key Performance Indicators (KPIs) in place to ensure effective service delivery. Our KPIs include maintaining an average wait time of less than 20 seconds for answering calls and responding to emails within two working days. These standards are upheld through rigorous quality control measures. For me, it’s all about being transparent and accountable.

“Being a BIBA awards finalist is a massive honour, but it’s about recognising the effort our collective teams put in every single day. Winning would be the real validation of our commitment to making HICS a place where excellence thrives.”

February 2024 marks the five year anniversary with George Clarke as Brand Ambassador for The Home Improvement Consumer Protection Scheme (HICS).

HICS and George both share a commitment to upholding the highest standards in the home improvement industry.

Reflecting on the milestone, George Clarke, HICS Brand Ambassador, comments,

“Celebrating five years with HICS has been nothing short of fantastic. I am proud to support them in their mission to protect consumers.

“Looking back on my incredible journey with HICS fills me with immense gratitude and pride. Being Brand Ambassador has been an honour and witnessing the dedication and team spirit of the staff at HICS and their members has been truly inspiring. Together, we’ve achieved remarkable milestones, and I look forward to continuing this journey of excellence with them.”

Faisal Hussain, HICS Chief Executive, comments,

“As we mark the five year milestone alongside our Brand Ambassador, George Clarke, I am reminded of the core values that have guided us on this incredible journey

“At HICS, consumer protection and installer support are not just a goal; it’s a commitment that lies at the heart of everything we do. Collaborating with George and our dedicated team at HICS, we’ve embraced the power of unity, ensuring that interactions with HICS leave a lasting impression of satisfaction and trust.

“Our partnership with George has been fantastic and together we’ve listened, learned, and evolved, always with the shared goal of raising standards, protecting consumers, and empowering our HICS members to thrive. Here’s to many more years of success and continued dedication to consumer protection with George by our side.”

The Home Improvement Consumer Protection Scheme (HICS) recently teamed up with the National Home Improvement Council (NHIC) along with medical experts, frontline charity workers and HICS representatives to share first hand insight and knowledge about the industry’s current mental health and wellbeing challenges.

Faisal Hussain, HICS Chief Executive, comments:

“During this carefully researched and structured series, the six episodes cover the following topics: mental health support in the sector and its effects on productivity; what does a good work life balance look like; managing loneliness working away from home; the importance of a holistic approach to supporting your team; and Mental Health Support in the Home Improvement and Renewables sectors and for trades people. The last podcast, which is relevant to today’s current economic challenges, tackles finances: Accessing debt support for better financial health. It’s been really interesting to see the engagement levels so far there have been hundreds of downloads.

“I’ve personally been encouraged to see how much mental health and wellbeing have become more comfortable topics of conversation in our sector and are on the agenda now for many businesses.”

Interesting panel of speakers

Running during Autumn to coincide with Suicide Prevention Month in September and depression and mental health awareness month in October, we had a great panel of speakers who shared their personal experiences. These included Hannah Vickers, Chief of Staff at Mace and Head of Productivity at the Construction Leadership Council’ Martin Lockham from Mates in Mind, George Jones from Cahill Renewables, Tony Steel from Band of Builders, GP Dr Rachel Cooper MBBS MRCGP, and Greg Jenkinson from Step Change.

Variety of places to download each series

There are a variety of places where you can easily reach the podcast series, either directly from the PodBean platform, or from mainstream brands such as Spotify, Google Podcasts, Apple Podcasts or YouTube. The number of listens of each podcast is increasing, and it’s clear that there is value in these sensitive topics being discussed in such a transparent and heartfelt manner.

Faisal concludes:

“It’s great to have such a positive response to the podcasts and know that they are having the positive impact we hoped for. This was confirmed by one listener emailing us to say that he realised he was experiencing burn out after listening to the podcast. He didn’t understand what he was feeling beforehand, but the podcast gave him some clarity and helped him move forward. If we help just one person with these podcasts, we’re happy, but we’d dearly like to see others in the industry gain benefit from the shared insights given on the podcast.”

If you are reading this and struggling now, regardless of whether you’re a HICS member or not, we urge you to reach out for confidential 24/7 support by texting HARDHAT on 85258.