TrustMark, the government-backed quality mark for reputable tradesmen, was relaunched this week by Consumer Minister Jenny Willott.
It comes with a new improved standards of consumer protection under a renewed master licence from the Department of Business, Innovation and Skills (BIS).
Peter Hansford, the government’s chief construction adviser, also emphasised the government’s strong commitment to TrustMark and called upon more firms to get behind the scheme which is central to boosting the reputation of tradesmen and consumer confidence in the domestic repairs, maintenance and improvement market.
Some of the key changes to the TrustMark core criteria include:
- Firmer standards. The old requirements in the licence and core criteria spoke about scheme operators using “best endeavours” to meet certain standards, and gave “examples” of checks and activities that they might use to demonstrate compliance. Now the core criteria talks about scheme operators’ requirements (“scheme operators must…”).
- More specific standards. For example, whereas before scheme operators had to have a general commitment to raising standards, now they need to show how they are raising standards to address identified areas of consumer detriment and other trade-specific issues.
- More vetting of tradesmen, including specific checks that must be done on firms upon entry to the scheme, but also at renewal stage or on an ongoing basis.
- More proactive use of complaints data by scheme operators, more reporting of that data, more transparency in the complaints process.
- Changes to protect the brand and reduce misuse of the TrustMark logo.
- A new requirement for scheme operators to develop ways to measure the effectiveness of their code of practice and how it reduces consumer detriment,and to keep it regularly reviewed in the light of changing customer expectations in their sector.
Existing scheme operators will have 12 months to adapt to the new core criteria, and TrustMark will give them every assistance. All new scheme operators who apply after the relaunch will be assessed against the new core criteria from day one. The core criteria will also be reviewed and updated every year from now on to maintain the drive for higher standards.
Liz Male, Chairman of TrustMark, said:
“The relaunch of TrustMark is a clear sign to industry and any reputable firm in the domestic sector that government wants to give more recognition. TrustMark provides the best tradesmen with the opportunity to thrive through reputational benefits, increased business opportunities and quality referrals from the TrustMark website and other signposting channels.
“The new core criteria also reflects that so much has changed since 2005 – including new laws and much higher expectations and understanding of ‘what good looks like’ by industry, consumers, government and all stakeholders.
“We can now show that TrustMark is truly fit for purpose in a modern market. It captures best practice, gives trades a much clearer understanding of what’s expected, and aims to strike the right balance between ‘light touch co-regulation’ and good consumer protection. Most of all, the ‘new TrustMark’ aims to increase confidence among consumers, which is at the heart of a successful and economically strong market.