Take a Fresh Look

We’ve changed.

As a customer of NICEIC and ELECSA you are very important to us. Since the creation of Certsure LLP, which now operates the two brands, we’ve been working hard to improve our service to you.

why not Take a Fresh Look at what we have been up to

1

Customer Charter As part of our promise to ensure our customers get the best service, every time, we have made some important public commitments. We have called it the Certsure Customer Charter.

Here are our commitments:

• We will listen to you and commit to providing the best response, first time

• We promise to provide quality advice, technical expertise and highly skilled people to support you

• Our products and services are designed to meet your needs and will evolve as your business grows

• We will deliver a timely and professional service • We will be respectful and courteous at all times The charter is our public commitment to our customers. We will measure and report back on the results. If there are ever times when you feel we have fallen short on our promises then we promise to listen and get it right.

Download the customer charter here

2

Technical expertise The merger between NICEIC and ELECSA means our technical expertise has expanded, bringing together two great teams. Our engineers have over 3,000 years combined technical experience, assessing and helping electrical contractors out via our field engineers, technical helpline or publication team.

Last year alone our technical team answered more than 60,000

requests over the phone or by email – providing an invaluable service to electricians all over the UK. In addition, 96% of all calls are now answered first time, an improvement from 3% the previous year.

Our field staff will make more than 33,000 visits to our

contractors in 2014.

Clinton T hompson Technical Helpline

Philip Martin Area Engineer

3

Customer service teams We want you to have the best experience when you call us and we want to give you the right answer first time, every time. Over the past year we have rolled out an extensive customer

service training programme for our entire customer service

department.

In late Spring we will be letting you know how we are doing in meeting the commitments we have made in our Customer Charter.

Melinda Pearce Customer Services

Askala Dennis Customer Services

4

Connections Magazine Connections - our quarterly magazine packed with features, news and technical advice is now available to download in an iPad version. Go to the iTunes store to download it.

Connections is now sent out to more than

33,000 NICEIC and ELECSA electrical contracting firms.

Gary Parker Project Engineer

Kelly Manlove Certification

5

Platinum Promise We recognise how important it is for your customers to know Certsure will be there to help if anything goes wrong in the future. In January this year we launched our Platinum Promise for NICEIC contractors, with the scheme to be rolled out for ELECSA contractors later this summer.

The Platinum Promise guarantees the standard of work you undertake within the scope of your registration with NICEIC for up to six years.

Rebecca Bullock Customer Services

Philip Martin Area Engineer

6

Online Certification We have launched a new online, cloudbased system to certify jobs in a simple, streamlined and cost-effective way. The system has been created to make the creation, storage and administration of certificates and forms a simpler and more streamlined process all at no extra cost.

Online Certification does not require the installation of any software. Instead you simply log into www.niceiconline.com with your NICEIC details to start completing certificates. The system is also integrated with Building Control so that you can notify jobs in an instant.

The online certificates are securely stored for you to retrieve whenever you need so that you never lose a certificate again.

ELECSA contractors will be able to access the service by summer 2014.

Shaun Harrison NICEIC Certification

Janette Batchelor NICEIC Direct

7

Free training When we launched Certsure back in April 2013 all of our NICEIC and ELECSA registrants were offered access to a free online training course.

More than 2,000 contractors took

the course and we have since rolled out further free courses.

Certsure is committed to ensuring you

have access to all the latest training courses to give you the skills to stand out from the crowd.

Look out for more free training and offers throughout 2014 and beyond.

Lorraine Moore Accounts

Natasha Hunt Customer Services

8

Late notification fees are being removed We listened to our customers and late notification fees have

now been removed.

The NICEIC Online Certification system allows contractors to make late notice notifications at no extra cost.

Joe Sampey Area Engineer

Katy Morter Customer Services

9

Promoting you We have done more than ever before to promote NICEIC and ELECSA contractors.

In 2013/14 our campaigns reached:

• 21,000 + Private landlords • 8,000+ Property surveyors • 6,000+ Letting Agents • 5,500+ Architects • 400+ Conveyancing Solicitors • Every Local Authority, Housing Association, School and University, NHS Trust and millions of householders.

Suzy Fetigan Customer Services

Vicky Spalding NICEIC Direct

10

New ownership Since April 2013 we have been under new ownership. NICEIC and ELECSA are now operated by Certsure, which is jointly owned by the charity, the Electrical Safety Council and the trade association Electrical Contractors’ Association.

The entire Certsure surplus is passed to the charity and the trade association. The charity uses the money to campaign on electrical safety issues and the trade association lobbies government on behalf of the electrical contracting industry.

Lisa Judge NICEIC Direct

Emile Wakefield Marketing

11

Build your businesS As your business grows we want to be with you every step of the way.

12

Build your businesS As your business grows we want to be with you every step of the way. Our core products provide a pathway to increased recognition from householders all the way up to industrial, commercial, Local Authority specifiers and beyond.

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Business support, legal advice, networking and lobbying

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Industrial, Commercial and Local Authority supply chain recognition

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Part P competent persons schemes registration for England and Wales Build Your Business

13

Visit NICEIC page

| Visit ELECSA page

With more than 1000 firms registered NICEIC is the market leading certification body for Green Deal installers. Installers may specialise in some or all of the energy efficiency improvements available through the Green Deal. Only the appropriately certified firms can undertake installation work under the Green Deal scheme.

Visit NICEIC page

| Visit ELECSA page

MCS is an internationally recognised quality assurance scheme for anyone working in the renewable energy sector. For contractors installing microgeneration technologies the scheme is an eligibility requirement for the Government’s financial incentives, which include the Feed-in Tariff and the Renewable Heat Incentive.

Visit website

Coming in Feb 2014

We have been providing insurance to registered contractors for more than 10 years. By understanding the needs of a contractor, we can offer discounted rates tailored to your individual business needs. Our policy will provide you with a wide range of cover including public liability, employers’ liability, tools and transit and professional indemnity.