Glass and Glazing Federation GGF Annual Report 2016...Home Improvement and Marketing departments...
Transcript of Glass and Glazing Federation GGF Annual Report 2016...Home Improvement and Marketing departments...
GGF Annual Report 2016for the year ended 31st December 2015
Glass and Glazing Federation
01 President’sReport 402 ChiefExecutive’sSummary 6 03 TechnicalMatters 804 ConsumerIssues 1005 MarketingActivity 1206 FinancialReport 1407 GGFGroups,RegionsandCommittees 1608 GGFStaff 18
Contents
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The GGF will continue to lobby Government to support energy efficiency and ensure inclusion of glass and glazing products within any future schemes.
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2015couldbedescribedasayearofchangeonmanyfrontsbuttheGlassandGlazingFederationremainedfairlystablefrombothafinancialandanoperationalperspective.
ThechangestothetradingenvironmentsawnewlegislationaffectingconsumerfacingbusinesseswiththeConsumerRightsActbecominglawinOctober2015.Alignedtothisnewlaw,theGGFsimultaneouslyrevisedandrelauncheditsConsumerCodeofPractice–whichgainedCharteredTradingStandardsInstituteapprovalinearly2016.Duringtheperiod,theGGFHomeImprovementandMarketingdepartmentsworkeddiligentlytoimprovetheoverallconsumerpackagetosupportMembers,includinganimproveddepositindemnityscheme,anewarbitrationprocess(TheGlazingArbitrationScheme)andanewconsumerwebsite(MyGlazing.com)toofferconsumeradviceandtopromoteGGFMembers.InadditiontheGGFalsolaunchedanewonlinebookshopwhereconsumersandnon-MemberscanpurchaseGGFpublications.
In2015,thegeneralelectionsawtheUKvoteforamajorityConservativeGovernment.ThepreviousCoalitionGovernment(2010-2015)initiallyhadastronggreenagendawhichsawtheintroductionofseveralenergyefficiencyschemesaimedathelpinghomeownerssavemoneyonenergybillswhilstreducingcarbonemissions
tosubsequentlyhelptheoverallenvironment.However,during2015,wesawcutstogreenlevies,thescrappingofthezerocarbonnewhomestargetandthegovernmentwithdrawaloffundingfortheGreenDealFinanceCompanywhichineffectfinishedtheflounderingscheme.
Followingthecutsandaclearlackoffinancialorpoliticalsupportforenergyefficiency,thereisageneralfeelingthatthecurrentGovernmentissteeringawayfromgreenissuesandfocusingmoreontheeconomy.Thatsaid,in2015,theGovernmentdidcommissionanindependentreviewofallitsexistingenergysavingschemesandtheGGFhasbeeninvolvedinthisprocess.ThereisuncertaintyaroundtheGovernment’splansandpoliciesonenergyefficiencybuttheGGFonbehalfofitsMemberswillcontinuetolobbyGovernmenttosupportenergyefficiencyandtoensuretheinclusionofglassandglazingproductswithinanyfutureschemes.
InMay2015,theFederationalsohelpedformanewindustrybodycalledTheGlazingSupplyChainGroup.ThisnewGroupconsistsofallthespecialisttradebodiesrepresentingmaterialsinourindustrywiththeoverarchingobjectivebeingtocreateastrongerpoliticalvoicefortheindustrytoGovernment.TheGroup’sfirstcompletedprojectwastheNationalEnergyFoundation(NEF)
independentresearchreportontheenergyefficiencyofwindows/glazingandtheircontributiontotheoverallenergysavingandreductionincarbonemissionsfrombuildingsintheUK.ThisreportwaslaunchedonthenewGlazingSupplyChainGroupwebsite,www.glazingsupplychaingroup.org.uk.
Duringtheperiod,theGGFBoardbegantoassesstheFederation’sstrategy,governanceanddirectiontoimproveservicelevelsandMembers’benefits.AnindependentconsultancywascommissionedtoreviewtheGGF’sstructure,operationsandoutput.Bythesummerof2016,anewstrategicdirectionandgovernancewillstarttobeimplementedandwearesureMemberswillseeadifferenceandbenefitfromsmootheroperationsin2016.
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01President’s Report
Brian Baker President
We have continued to prosper and grow with 34 new Member companies joining the Federation.
Thetoughtradingconditionscontinuedthrough2015butGGFMemberswereabletoholdtheirowninthemarketplace.ThestatisticsfromFENSA(thepredominantCompetentPersonSchemeforEnglandandWales)showedthatdomesticinstallationsforWindowsandDoorsweredown6.6%onthefiguresfor2014.Thatsaid,theGGFhascontinuedtoprosperandgrowwith34newMembercompaniesjoiningtheFederation,withonly18resignationsand3liquidations-astrongpositivepositionbothnumericallyandfinancially.
TheGGFperformedwellfinanciallyacrosstheGroup-whichconsistsoftheFederationandsixcommercialcompanies(whollyownedsubsidiaries)-andthedetailsarehighlightedlaterinthisAnnualReport.ThesubsidiarycompanieswithintheGroupprovidedthenecessarydividendstoallowtheFederationtocontinuetoprovidefirstratebenefitsforitsMemberswhilstkeepingMembers’subscriptionsatanaffordablelevel.
WehavecontinuedwithourMembershipLiaisonprogrammetoensurethateveryMemberiscontactedeveryyeartoensuretherecordsweholdareuptodateandthatwecanbeawareofanyissuesorconcernsthatMembersmayhave.
WorkcontinuedthroughtheyeartoreviseourRulesandnewConsumerCodeofPracticetohelpusproceed
towardachievingCodeapprovalfromtheTradingStandardsConsumerCodesApprovalScheme.Byyearendeverythingwasoncourseforfullapprovalearlyin2016.
InHealthandSafety,weappointedanewHealthandSafetyManager,PhilPinnington.HisfirsttaskwastosetaboutreviewingGLASSCharterandtheMeritSchemetoproduceamorebeneficialScheme.TherewasalsoagreatdealofworkwithintheHealthandSafetyCommitteetooverseethereviewofallhealthandsafetypublications.
TheTechnicalDepartmentalsohadanotherverysuccessfulyearintheirstandardisationworkandthereviewingofthelibraryofGGFDataSheetsandTechnicalPublications.AllofthetechnicalworkduringtheperiodishighlightedlaterinthisAnnualReport.
TheMarketingsectionofthisReportwillalsohighlighttheresultsofsomeexcellentpromotionalstrategiesthatweimplementedduring2015withthelaunchofthreenewwebsites,includingMyGlazing.com,thenewconsumerwebsite,deliveryofahighprofileeventsscheduleandanincreaseinPRactivitycreatinggreaterawarenessoftheGGFanditsMembership.
Duringtheyear,theUKheldaGeneralElectionwhichsawtheendoftheCoalitionGovernmentandamajorityvictoryfortheConservativePartyand
anewCabinetformed.WecontinuetoworkwithGKStrategy,ourpoliticaladviserstogainaccesstothedecisionmakersofWestminsterandalsoraisetheprofileoftheGGFwithMPsandmembersoftheHouseofLords.
TheGGFanditssubsidiarycompanieswillbemovingtonewpremisesin2016aswehaveoutgrownAyresStreet.Workcontinuedthrough2015,followingthepurchaseofthenewbuilding,tosourcetherightcompaniestomanagethefit-out.AswithAyresStreet,theaimistohaveaHeadOfficethatisashowcaseofthestrengthsandexcellenceofourIndustry.WewillbeutilisingasmuchglassasispossibletoprovideafirstclassworkingenvironmentforourStaffandamodernvenuethatourMemberswillenjoywhentheyvisitformeetings.
Thankyouagainforyourcontinuedsupportandlet’salllookpositivelytothefuture.
02Chief Executive’s Summary
Nigel Rees Chief Executive
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ThenewGGFHeadOffice,RushworthSt,London.
Steve Rice Director of Technical Affairs
InAugust2015,IwasappointedGGFDirectorofTechnicalAffairs.Bringingtotheroleover25yearsoftechnicalexperienceincludingthelast8yearsasDirectorofGlazing,IsetoutthreekeyobjectivestoimprovethedepartmentforthebenefitoftheGGFMembership.
ThefirstaimwastoimprovecommunicationsandtheinterfacebetweentechnicalstaffandGGFMembersandthiswasachievedbyintroducingnewsystemsinthedepartmentandpromotingtheGGFTechnicaldepartmentcontactdetailsinseveralways.
Secondly,weundertookafullreviewoftheFederation’stechnicalpublicationsandtheproductionprocess.ThefinalobjectivewastorestructurethedepartmenttoensurethemostappropriatememberoftheGGFtechnicalstafffocusedtheirindustryexperienceonspecifictechnicalissuesandGroups.
TheperiodwasthereforeverymuchaboutpreparingtheTechnicaldepartmentandourMembersforamoreproductivefutureworkinginharmonyforthebenefitforallourMembers.
Duringtheyear,thedepartmentworkedonkeyareassuchas:
• ConstructionProductsRegulation(CPR)andCEmarking,providingupdatesandofferingnewguidanceonusingsharedtypetestingevidencetoachievecompliance.
• FireResistantGlazingwiththelaunchofthenewvideoandauniquetrainingcoursewhichwasanominatedfinalistintheindustryG15Awards,plusco-exhibitingattheFIREXshow.
• WindowFilm–includingresearchworkwithBREontheenergyefficiencybenefitsofwindowfilmandapresentationatTheEnergyManagementExhibition.
• SecurityGlazing–presentationsandtechnicalguidanceatTheCounterTerrorExpoplusrevisionoftheGGF“SafetyandSecurityGoodPracticeGuide”.
• GlassRepair–launchofthenewGGFDataSheet“GlassRepairRemovalofSurfaceDamagefromGlass”,whichcomplementstheGGFGlassRepairbrochure.
• Attendanceandtechnicalconsultationattheinternationalconference-GlassPerformanceDays(GPD)2015.
• Acoustics–inJanuary2015,theGGFlaunchedanewtechnicalguideonhowglassandglazingcanreducenoise.
• BuildingRegulationsandStandardsincludingupdates,requirementsandtheimplicationsfromApprovedDocumentQ(ADQ)SecurityDwellings(2015Edition).TheTechnicalteamalsoundertookanewprojectforaCertifiedContractorsSchemewiththeScottishGovernment.
• Conservatories–newprocessdevelopedwithWaterUKforbuildoveragreementsandareviewoftheGGF“GuidetoGoodPracticeintheSpecificationandInstallationofConservatorieswithintheUnitedKingdom”.
• WindowsandDoors-includingafullreviewoftheGGF“GuidetoGoodPractice:InstallationofReplacementWindowsandDoors”inanticipationofanychangesmadeintheBritishStandards2016.
2015wasayearofpreparationaheadofwhatisexpectedtobeahighlyproductive2016whenwewillseethelaunchofmanynewtechnicalpublications,astrongertechnicalvoiceatkeymeetingsofindustrygroupsbutmostimportantlyadedicatedandfocusedteamofin-housetechnicalexpertsonhandtohelpGGFMemberswithtechnicalissues.
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Our focused team of in house technical experts are on hand to help GGF Members with technical issues.
03Technical Matters
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The GGF expects the new Consumer Code to enhance the offering by its Member companies to consumers.
04Consumer Issues
Brian Smith Director of Home Improvement and Membership
CONSUMER CODE OF PRACTICE
In2015,theGGFaimedtosetafirstfortheglazingindustrybyobtainingfullCharteredTradingStandardsInstitute(CTSI)approvalforitsnewConsumerCodeofPractice.TheConsumerCodestipulatesthehighstandardsthatMembercompaniesmustadheretowhendealingwiththeircustomers.
ThenewcodewaslaunchedinJuly2015andwasrevisedtotakeaccountofallnewconsumerlegislationin2015andtoenhancetheconsumerprotectiongivenbyMembers.ThenewCodewassentouttoMembersalongwithGGFGuidanceondealingwithvulnerableconsumers,andthelatestversionoftheRulesoftheGGF.
AspartofthenewCodeandtoenhancethebenefitstoconsumersofdealingwithGGFMembercompanies,attheendoflastyeartheGGFincreasedthedepositandstagepaymentprotectionto50%ofcontractvalueor£12,500,viatheGGFDepositIndemnityScheme.
TheGGFexpectsthenewConsumerCodetoenhancetheofferingbyitsMembercompaniestoconsumers,andcontributetoagrowthintheirsales.Inparticular,thenewCodefitsinextremelywellwiththenewGGFconsumerwebsite,MyGlazing.com,launchedinearlySeptember2015.
TheGGFConsumerCodegainedfullapprovalfromtheCharteredTradingStandardsInstituteConsumerCodesApprovalBoardinSpring2016whenBaronessChristineCrawley,PresidentofCTSI,presentedtheGGFwithitsprestigiouscertificateattheHousesofParliament.
Monitoring Performance of Members in the Code
Therearethreemethodsbywhichconsumer-facingGGFMembers’performanceswillbemonitoredundertheCode:complianceaudits,consumercomplaintsandconsumerreviews.
AllCodeMemberswillbeauditedeachyeartoensurecomplianceandtheGGFexpectstocompletethefirstyearauditbytheendof2016.
CustomersatisfactionofGGFMemberswillbemeasuredthroughindependentreviewspostedbyconsumersviaMyGlazing.com(theGGF’sconsumerwebsite).Thesereviewsarepoweredbymylocalservices.co.uk,whichalsooperatestheCTSIConsumerCodesDirectory,whereGGFMembersarealsolisted.
Conciliation Scheme
Inlate2015,theFederationappointedanewConciliationOfficer,SteveLipscombewhohasmanyyearsofindustryexperience.Duringtheyear,approximately1,000consumerquerieswerereceived,ofwhich334werecomplaintshandledthroughtheGGFConciliationScheme.Themaincauseforcomplaintwasthecategoryofworkmanshipinstallation,accountingfor22%ofallcomplaints.Theaverageresolutiontimewas6.8weekswith50unresolvedcomplaintscarriedoverto2016.Inaddition,21lettersfromconsumerswerereceivedthankingtheGGFConciliationDepartmentfortheirassistanceinresolvingtheircomplaintorquery.
AlignedwiththenewConsumerCodeandimprovedConciliationScheme,theindependentTGAS(TheGlazingArbitrationScheme)wasintroducedforanydisputeswheretheGGFConciliationSchemeisnotabletoreacharesolution.ItispleasingtoreportthatonlyoneunresolvedcomplaintwasreferredtoTGASin2015.Thiscasewasfoundinfavouroftheconsumer.
ComplaintswhichrelatetothehighpriorityareasoftheConsumerCodearenowcategorisedseparately.Therewerejust3complaintsregardingtelesalesin2015andjustonecomplaintregardingcoldcalling.Themajorityofothercomplaints,251werefromcustomersofcompaniesover£30mturnover,55ofcompaniesbetween£3mand£30mturnover,and28ofcompaniesunder£3mturnover.
Summary
AlandmarkyearwhichsawtheGGFprovidetheessentialinformationandguidancetohelpMemberscopewiththenewConsumerRightsActin2015.TheimprovementoftheGGF’sconsumerschemes,revision,relaunchandsubsequentapprovaloftheGGFConsumerCodeofPracticeaswellasthedevelopmentofstrongrelationshipswithkeyinfluencersinGovernmentandtheCharteredTradingStandardsInstituteclearlyshowstheGGFisleadingthewayforourindustryandmostimportantlyhelpingGGFMembershandleconsumerissues.
Baroness Crawley presents Brian Smith with Code Approval Certificate
TherewasaseachangefortheMarketingDepartmentin2015,whentheGGFBoardsanctionedthedecisiontomarketdirectlytoconsumers.ThiscouldhavebeendeemedanunusualstepforaTradeFederation,butitwastakenfollowingtherevelation-viaGoogleAnalytics-thattheexistingGGFwebsite(www.ggf.org.uk)wasattractingmorethan100,000homeownerslookingforguidanceandinformation.
Asaresultofthevisitingconsumeraudiencetoitstradewebsite,theGGFinSeptember2015,launchedMyGlazing.com-anewonlineplatformofferingconsumeradviceandcontainingasearchdirectoryofconsumer-facingGGFMembercompanies.
Longterm,theintroductionofMyGlazing.comshouldprovetobeanimportantandfruitfulchangetotheGGF’soverallmarketingmix.Whenthefullimplementationoftheconsumermarketingplanisunderwayin2016,boththeGGF,itsMembersandconsumersacrosstheUK,shouldstarttofullyexperiencethebenefits.
Events
TheGGFparticipatedandsupportedthefollowingexhibitionsandeventsin2015:
• SecurityandCounterTerrorExpo–promotingsafetyandsecurityglazingandwindowfilm
• FIREXExhibition–promotingfireresistantglazingincludingthenewFireResistantGlazingStandardandtrainingcourse
• TradingStandardsConferenceandExhibition–buildingrelationshipswithTradingStandardsOfficersandcreatingawarenessofandhighlightingtheworktheGGFdoesforconsumersanditsconsumer-facingMembers
• NationalHomeImprovementCouncilAwards(NHIC)–supportingandpromotingGGFMembersoperatingintheHomeImprovementSector
• EMEX(EnergyManagersExhibition)–promotingenergyefficientglassandglazingproductstoenergyandpropertymanagers
• G15Awards–sponsoringandcreatingawarenessoftheGGFbrandandsupportingMembersnominatedfortheindustry’smostprestigiousawards
Members’ Day
Forthesecondconsecutiveyear,GGFMembers’Daywasresoundingsuccesswith130delegatesfillingGlaziersHallinLondonforadayofpresentations,launches,awardsandnetworkingforMembers.TheeventwasopenedbyLordRedesdaleandconsistedofastronglineupofkeynotespeakersfromthefieldsofpolitics,retail,broadcasting,businessandmarketresearch.
GGF Online
AswellasMyGlazing.com,themarketingteamalsocreatedandlaunchedanothertwonewwebsites.
May2015sawtheintroductionofwww.glazingsupplychaingroup.org.uktosupportthenewindustrylobbyingarm“TheGlazingSupplyChainGroup”ofwhichtheGGFisafounderMember.
InJune2015,theGGFshopwaslaunchedcreatinganonlinespacewhereprintedcopiesofGGFpublicationscanbepurchasedwithGGFMembersenjoyinganaverage75%discountacrossallprintedtitles.(MemberscanalsodownloadallpublicationscompletelyfreefromtheMembersAreaoftheGGFwebsite.)
PR Coverage
Over300exclusivearticlesproducedforGGFNewswireandGLASSi72pressreleasesreachinganestimatedreadershipof14macrossalltradeandconsumerprint/onlinemedia.
Summary
TheGGFMarketingandCommunicationsDepartmentdeliveredyetanotherhighlyproductiveyearembracingtheconsiderablechangeinthemarketingstrategy.Withanewfocusonconsumermarketingcoupledwiththeconsistentdeliveryofeffectivetradeandmembershipmarketingactivity,theDepartmentcomprehensivelysupportedGGFMembers.
2016promisestobeanevenbiggeryearonallfrontsfortheGGFMarketingandCommunicationsDepartmentasweaimtoincreaseandimproveMembers’benefits.
We delivered yet another highly productive year and 2016 promises to be an even bigger year on all fronts.
05Marketing Activity
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James LeeDirector of Marketing and Communications
Online Statistics 2015
GGF website growth:
517,302 page views on the GGF website
165,837 sessions
128,284 unique users
15,780 downloads of all technical publications
250 enquiries to join the GGF via the website
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AlthoughtheUKeconomycontinuedtoshowsomepositivesignsofgrowththrough2015,thetradingconditionsremainedchallengingforcompaniesintheGlassandGlazingIndustry.Againstthisclimate,thesubscriptionincomefortheGGFshowedanincreaseon2014.TheFederation'ssixsubsidiarycompaniescontinuetodevelopandgrowinordertosupportMembershipincome,continuethedeliveryofmemberbenefitsandtoensurethesecurityoftheFederationandtheGGFGroupasawhole.
Thecontinuedpositivegrowthstrategyinthesubsidiarycompanieshasseenpre-taxprofitsfortheGGFGroupgrowto£952,503,anincreaseof£492,045over2014.AsaresultofthisgrowththeGGFGrouphasinvestedinlargerofficestoaccommodatethegrowingnumberofstaffinitssubsidiarycompaniesandtogiveGGFmembersimprovedfacilitiesformeetingsandtonetworkwithothermembers.
TheGGFBoardremainscommittedtogrowingallelementswithintheGroupandtoactascustodiansoftheGGFonbehalfofitsmembership.In2015,thiscommitmentisclearlyevidentastheGGFinvestedtoimprovebenefitsandserviceswhilstensuringstabilitywithasoundfiscalstrategy.
TheGGFexistsforitsMembersandassuchwillalwaysmaintainanongoingworkingrelationshipwithitsMembersthroughtheGGFspecialistgroup,regionalandcommitteestructure.
ThisinclusiveapproachensuresthatallMembersregardlessofsize,position,sectorandstatusreceivethecontinuoussupportandexcellentvaluefortheirsubscriptions.
The Board’s commitment is clearly evident as the GGF invested to improve benefits and services whilst ensuring stability with a sound fiscal strategy.
06Financial Report
Jane McCallion Group Finance Director and Company Secretary
Finance Report 2015
2015Restated*2014
Income
NetSubscriptions 970,589 917,645
Otherincome 2,442,921 3,113,766
3,413,510 4,031,411
Less
Administrativeoverheads (2,628,321) (2,975,905)
Operating surplus 785,189 1,055,506
Tax 150,000 225,000
Surplus after tax 935,189 1,280,506
Accumulatedsurplusbroughtforward 6,803,038 5,602,532
Actuarialmovementonpensionschemeliability 17,000 (80,000)
Members' funds 7,755,227 6,803,038
*Restated as per FRS 102.
07GGF Groups, Regions and Committees
GGF Groups and CommitteesGGFBoard
GlazingExecutive
HomeImprovementExecutive
Committees
Co-ordinatingGroupCommittee
ContractsCommittee
EnvironmentCommittee
FinanceandMembershipCommittee
HealthandSafetyCommittee
MarketingandCommunicationsCommittee
RegionalRepresentativesCommittee
StandardsCommittee
TrainingCommittee
Glazing Executive
EmergencyGlazingGroup
FireResistantGlazingGroup
FlatGlassCouncil
GlassRepairGroup
GlazingComponentsGroup
InsulatingGlassManufacturersGroup
LaminatorsGroup
ModifiedGlassSurfaceTreatmentGroup
SafetyGlazingGroup
SecurityGlazingGroup
SpecialistGlassApplicationGroup
ToughenersGroup
WindowFilmGroup
Home Improvement Executive
ConservatoryAssociation
ConsumerManagementGroup
HardwareGroup
HeritageWindowsGroup
RenewableTechnologyGroup
WindowandDoorGroup
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Countries and Regions TheGGFhaspresenceinthefollowinggeographicareas:
Countries
GGFIreland
GGFScotland
MENA(MiddleEastandNorthAfrica)
Regions – England, Wales and Channel Isles
EastAnglia
Kent,SurreyandSussex
London
Midlands
Northern,YorkshireandLincolnshire
NorthWestandNorthWales
WessexandtheChannelIsles
WestofEnglandandSouthWales
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GGF StaffNigel ReesChief Executive and National Secretary
Anne Campbell PA to Chief Executive
Human Resources
Frieda NaharyHead of HR
Finance
Jane McCallion Group Director of Finance & Company Secretary
Asha PyndiahGroup Financial Controller
Paul Mooney Group Assistant Accountant
Mila Guljasko Group Assistant Accountant
Melanie Nesello Group Credit Controller
Veronika Hughes Group Credit Controller
Karen SavageGroup Credit Controller
Technical
Steve Rice Director of Technical Affairs
Russell Day Senior Technical Officer
Ben WallaceConsultancy and Technical Officer
Richard Kells Consultancy and Technical Officer
Michael Sulston Technical Officer
Stephen LipscombeConciliation and Technical Officer
Training
Sarah Herbert Training Manager
Membership and Home Improvement
Brian SmithDirector of Home Improvement & Membership
Bridie Joyce Home Improvement Secretary
Jamila HowardConsumer Code Administrator
Paul EwensMembership Administrator
Regions
Peter Stuttard Regional Manager
Ann-marie WaughRegional Executive
Ian Young Regional Executive
Marketing and Communications
James Lee Director of Marketing and Communications
Natasha Erskine Marketing and Communications Executive
James Gilbert Marketing and Communications Co-ordinator
Health, Safety & Facilities
Phil Pinnington Director of Health & Safety
Myrlin Toone Health, Safety and Facilities Co-ordinator
Steve Sullivan Facilities and Post Room
Fatu Jau Receptionist
08GGF Staff
Glass and Glazing Federation
Glass & Glazing Federation40RushworthStreetLondon,SE10RB
Tel: 02079399101Fax: 08700424266
www.ggf.org.uk