Frequently asked questions
TrustMark is the only Government endorsed scheme in the U.K
Q. Isn’t TrustMark just another badge?
A. TrustMark has become the recognised standard for accrediting domestic contractors.
Local Authorities, Home Improvement Agencies, Charities, Occupational Therapists and the Private Sector all now recognise and use TrustMark.
Many organisations are using TrustMark as a means of accrediting, qualifying and monitoring their contractors and as a means of showing their commitment to consumer protection.
Q. What makes TrustMark different from other listing agencies?
A. All TrustMark accredited companies work to a common Code of Conduct based on Government endorsed standards.
Contractor checks are unique in that they cover three areas:
trading practices, customer service and 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 licensed trades searchable on its database .
Q. Who has heard of TrustMark? (Click to see answer)
A. More than 7.2 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 2014, an increase of 38% compared to the same period in 2013.
Trades People & Contractors are listed geographically not by rating or rotation.
Q. How can I tell who is local for the trade required?
A. All TrustMark searches are done using the clients postcode and listed in distance order from that postcode. So the nearest contractor under the appropriate search trade will be the highest on the listing.
TrustMark and Independence CIC are looking to promote local jobs done by local tradespeople.
Q. How can I monitor my contractors and rotate them?
A. We can provide you with a portal to enable you to see the activity of your contractors and enable you to select them in a way tailored to your needs.
We have a system linked to our EXERTUS software which we call QESTRA which can manage and provide:
Q Quotes
E Estimates
S Selection
T Tenders
R Rotation
A Audit
TrustMark Tradespeople & Contractors are independently inspected and vetted.
Q. How are your inspectors qualified to inspect our trades?
A. All our Inspectors are suitable qualified to inspect each licensed trade element and have many years of experience in 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 within the older and less able sector.
We focus not only on technical competencies but also on how the customer experience was managed to promote an all round positive outcome for all.
Q. What sort of vetting is carried out?
A. As part of the TrustMark qualification process we under take:
- A financial check of the company using external credit agencies and where necessary review accounts;
- An onsite post completion inspection;
- Take 3 customer references;
- Check all qualifications and training records;
- Review Health & Safety policies and procedures or provide guidelines;
- Review general policies and procedures and where needed provide guidelines.
- Check relevant public and employee insurances are in place.
Q. What does the Independence contractor accreditation include?
A. Our Independence TrustMark accreditation includes:
- Inspections specific to trades being accredited e.g. handyperson, plumber, disabled adaptations, etc…
- Onsite referencing of contractor customer awareness and levels of customer care.
- Reference checks from independent sources looking at work quality and customer experience.
- Checks on contractor trading record and financial status with continuous ‘real time’ Experian monitoring.
- Checks that all necessary insurances are in place and compliant with any specific requirements.
- All relevant qualifications and Health & Safety certifications are in place and up to date.
- Checks on contractor Risk Assessments and Method Statements.
- Contractors have signed up to a code of practice.
Q. Can I monitor the client experience?
A. Yes. We conduct a face to face client survey as part of the inspection process and record their comments and grading against set criteria. At least one formal report is written on the work done and customer experience for each contractor we accredit.
TrustMark also offer a quick and easy feedback process so others can read about the experiences others have had with your contractors.
TrustMark looked at all the major widely used feedback systems and developed a moderated and monitored system that is fair to the contractor and consumer.
If complaints arise we can help you resolve any dispute.
Q. How can Independence help with complaint resolution?
A. Whilst our role as a TrustMark Scheme Provider is to manage the qualification and accreditation process, we are there also to support the commissioner, contractor and the customer. If there is a dispute we attempt to mediate a resolution at an early stage before the option to move to an Alternative Dispute Resolution process through TrustMark is taken.
Contractors and tradespeople accredited by INCIC are able to offer an Insurance Backed Warranty and Deposit Protection Insurance.
Local Authorities, HIAs and consumers can ensure any failures are covered from 30 days before work starts to between 2 and 5 years from completion.
This obviates the need for organisations to administer a retention scheme – a bonus to contractors who can be paid in full and a cost saving measure for commissioners.
Q. How else can you assist us?
At Independence CIC we also look to support you and your contractors with updates on relevant regulation and legal matters that may impact the way you work e.g. changes to consumer legislation and regulations, ADR and CDM updates, etc…
….Just ask for a free presentation or toolbox talk for your contractors.
