Frequently asked questions
TrustMark is the only Government endorsed scheme in the U.K
Q. Isn’t TrustMark just another badge?
A. TrustMark is rapidly becoming the UK recognised Standard for domestic contractors. Local authorities, Home Improvement Agencies (HIAs) and charities use and recognise the Standard as well as Occupational Therapists and the Private Sector.
Many organizations are utilizing TrustMark as a means of qualifying and monitoring the contractors they use.
Q. What makes TrustMark different from other listing agencies?
A. All TrustMark firms’ work to Government endorsed standards and are uniquely checked for three things – their trading practices, customer service and their technical skills. TrustMark continues to expand its database of around 14,000 individual firms in the UK, providing national coverage with more than 21,000 licenced trades searchable on its database.
Q. Who has heard of TrustMark?
A. More than 8.2 million search results were provided to homeowners who used TrustMark’s website and telephone helpline to find expert tradesmen to carry out domestic work during 2015, an increase of 12% on 2014 and 55% on 2013!
There were a number of other highly sought after trades who saw a sharp rise in searches during 2015. Searches during 2015 for the following trades were: home adaptations for the elderly and disabled 43000 ; Other highlights > plumbers 550000; Handymen 447000; carpenters & Joiners 449,000; window installers and glaziers 406000; Electricians 937000; roofers 755000, etc.!!
Q. Will I win any more work?
A. Whilst there are no guarantees, customers are actively and increasingly looking for TrustMark accredited tradespeople. This supports work generation and recognition of the TrustMark brand leading to a higher enquiry conversion rate.Feedback from contractors clearly indicates that they are not only getting more work enquiries and work through their TrustMark listing but also directly by customers recognising the Trustmark brand.
Customers Search for licensed Trades People & Contractors Geographically not by rating or rotation.
Q. We are listed on other websites and have got a good rating, why do we need to join TrustMark?
A. TrustMark is unique in independently assessing your work on-site and your level of customer care by talking to your customers. This gives consumers a greater degree of confidence in you when they search for your trade. TrustMark contractors are all accredited to the same high standards, independently, which is something you can use to differentiate yourself from the crowd. You are searchable by postcode and distance rather than relying on commercial work referral models.
No money is paid for leads or searches through the website so the public knows they are not being directed to the “highest bidder” or “next on the list” but rather a local, appropriately qualified and accredited contractor for the trade they are searching.
Q. Will we get work that is miles away like from other websites?
A. All TrustMark searches are made using the customers postcode and listed by distance order from that postcode. The nearest contractor under the searched trade will be the highest on the list.
TrustMark and Independence CIC are looking to promote local jobs done by local tradespeople.
TrustMark Trades people & Contractors are independently inspected and vetted.
Q. How are your inspectors qualified to inspect our trades?
A. All our Inspectors are suitably qualified to inspect each licensed trade and have many years of experience within the domestic repair, maintenance and improvement sector. Independence CIC is a market leader in developing new approaches to inspecting and qualifying contractors and tradespeople working in the older and less-able sector.
We focus not only on technical competencies but also on how the customer experience is managed to promote an all round positive outcome for all of your customers.
Q. What sort of vetting is carried out?
A. As part of the TrustMark qualification process we undertake:
- A financial check of the company using external credit agencies and where necessary review accounts
- An onsite post completion inspection
- Follow up on 3 customer references
- Checks on qualifications and training records
- A review of Health & Safety policies and procedures. We provide free advice and guidance to small firms.
- A review of general policies and procedures and where needed provide guidelines and advice.
- Check relevant public and employee insurances are appropriate, sufficient and in place.
Being TrustMark approved not only shows that your business works to a high standard but also that it is consumer focused
Q. How can I show that my business is consumer focused?
A. When you join TrustMark you sign up to and adopt a Code of Conduct that has been approved by TrustMark and Independence CIC. This is available to the consumer. By being a member of TrustMark through Independence you are promoting consumer confidence by accepting that if problems arise the customer can approach us for support, guidance and help to resolve any issues.
We are able to provide mediation and ADR facilities to your company.
Q. Can I use my customers as references?
A. TrustMark does not seek to replace referencing for good performance. Rather it provides a formal recognition of a level of performance quality backed by an independent Government endorsed scheme.
Whilst it is advantageous to quote your customers good comments it is even better to gain independent approval from them through Independence CIC inspections and the customer comments we record. You would be surprised to learn what they like about what you and other contractors do!
Q. Can my customers leave feedback?
A. Yes. TrustMark offers a quick and easy feedback process so others can read about the experiences they have had with your company. We encourage you to give a feedback card to your customer on completion of a job. We can provide with these cards or you can obtain directly from TrustMark free of charge.
TrustMark looked at all the major widely used feedback systems and has developed a moderated and monitored system that is fair to the contractor and consumer.
If it goes wrong the scheme provider will help you resolve dispute.
Q. How will the Scheme Provider help?
A. Our role as a TrustMark Scheme Provider is to manage the qualification and accreditation process.
We also are there to support both the contractor and the customer if a dispute arises and to try to mediate a resolution.
At Independence CIC we also support contractors with updates on relevant regulation and legal matters that may impact the way they work, e.g. changes to consumer legislation and regulations, distance selling rules, ADR and CDM updates, etc…
Q. How will this help my business?
A. A customer has confidence when selecting your company to do some work that should a problem arise they can refer to us as your Scheme Provider to mediate and attempt to resolve the situation at an early stage. You can use this independent mediation facility to promote your business. We take an independent approach when investigating a complaint as we recognise there are rogue customers as well as rogue traders.
How you use the TrustMark accreditation to promote your firm is up to you. However, Independence CIC will support you with referrals, relevant information, and marketing literature.
