Real Assurance Audit

[Flyingsparks]

Hi All

Having just spent a stressful few months preparing my quality management system for my MCS inpection by the NICEIC, and subsequently achieving accreditation 3 weeks ago, I thought I could now relax a little and concentrate on running my business.

No such luck!

I have just received a letter from REAL Assurance Scheme to say that I have been selected for an audit to check compliance with the consumer code.

I now have to compile all the information required, and have another day off work for the audit visit.

It is ok for the large companies as they are able to employ people to sort out all this paperwork, but for us small businesses the only time available to do this seems to be late at night when we should be either relaxing or sleeping.

Does anybody else think that the paperwork burden in this line of business is excessive?

 

[Markc]

We received a letter today as well. Ours didn't have the check list with it so I think I will be ringing them tomorrow. Not sure what they want to look at?

Anyone gone through this or is it a new thing?

Not worried about it just seems my Xmas break will be taken up with paperwork.

 

[Flyingsparks]

I rang them today as there was no checklist with my letter.

They said that they must have forgotten to enclose it and they emailed me a copy.

I also pointed out to them that the links for the detailed guidance mentioned in the final paragraph of the letter were missing when I checked out their website.

They checked this while I was on the telephone and agreed that they were missing, thanked me for pointing this out and said they would sort it out next week.

As I have found out with every organisation I have dealt with through the MCS process, they all seem to be making it up as they go along!

 

[judgeelectrical]

i am just going for the mcs , i would find any help on prepairing the quality management system very helpful. Is their a company anyone knows of that could help me throught the process , or any sites

 

[dansk]

Glad im not on my own here, i have an audit coming up - and TBH i cant wait until there is an alternative to REAL.

 

[Markc]

Real audit booked for 21st February. From the telephone conversation it's nothing more than a chat and read of a quote! I will let you know what the in's and out's are after!

 

[dansk]

ummm - please come back once youve had it, ive had the letter awaiting a phone call.

 

[Flyingsparks]

Had my audit this afternoon, it took about 3 hrs and everything seemed to go ok. The only thing I have to do is to compile a cancellation log and also need to include full details of the complaints procedure in the contract information and timescales for carrying out any remedial works. I found the people carrying out the audit to be helpful and gave useful advice where needed.

 

[dansk]

The auditer contact me yesterday so ive got mine due soon, what a ball ache, another half day wasted.

 

[Markc]

Well I had our REAL Audit today. I still have my crown jewels in place so I was not far off. Luckily.

Some points I will mention are:

If you are not using the REAL model contract, warranty etc etc they will pick you up. You don’t have to BUT they like you to! We had our own T&C’s that we paid for. Now rewriting new ones based on REAL model ones. They don’t like anything that protects the INSTALLER. No Title of goods of any sort for example.

We have testimonials on our website, REAL expects to see the source material and will contact your customer to confirm the source. Be warned if you have none genuine material remove it. Ours are genuine and we could only prove it by showing her the notifications sent. Next time we will have to provide evidence. Any returns claim MUST be supported with source materials. Energy Savings Trust, SAP2005, PVSOL etc. Pity she was not aware that PVSOL figures can be used in a quotation and I had to show her REALs model quotation with both SAP2005 and Design on it.

Our website did not have a direct link to REAL, MCS or Energy savings trust websites. It does now!

We did not have a written policy for protecting venerable people. This is one point REAL do not provide a model document! Working on that later. CRB Check I think can be included for that as well.

In all we are OK. The audit Lady was very nice and was only doing her job. As I told her about this forum I will not going to say any different! But seriously she was very nice and only wanted to help.

As some know I am vocal! I raised some points as posted here. Namely the lack of smaller installer support. My comments did not go unrecorded. When asked what I got out of REAL I replied a logo. Don’t think that was what she was expecting!

Apparently REAL do have teeth. I showed her a mail shot I received though MY door only a week or two ago claiming 18% return. Also showed her that companies web site and in her words “very aggressive” Let wait and see if its still there in a few weeks. Anyone want to place a bet.

I recommended to the REAL representative that may be to improve their image to the smaller installer they might do well to actually arrange some national events or conferences to promote their doings. Show us what we get for our money and what support they do offer the installer and all members of REAL. Again don’t hold your breath.

In all I’m not too disappointed as we were 95% there. If REAL are what they say then good job. If however they are just taking fees for very little (Just a logo!) I will be disappointed. She claimed they are there for reporting of miss selling or pressure tactics to be reported to and the mail shot I received is now in its way to REAL HQ. So if you have any evidence and we as installers want REAL to help us then report it. I’m sure between us we can fill their box………Inbox that is!

 

[dansk]

Cheers - very good post.

 

[gr7]

Thanks for sharing this Mark, it is all very useful information.

 

[HotSpot]

Nice one Mark and thanks for your useful input (again).

I guess I've got a bit of re-working to do to save time when the inevitable Audit comes!

 

[pembrokeshire]

I agree the paperwork is overbearing for us small outfits almost one man band here, but we are competing with the big boys for the same market . They all have endless admin staff to deal with it . Better than watching telly ......................

 

[SRE]

Why is it every time I think we've got the paperwork sorted there's something else to sort out!! Need sleep .................