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 organisations are utilising 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 over 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 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 38% compared to the same period in 2013.
October and November 2014 saw an increase in trades for expert roofers (70%), builders (67%), plumbers and heating engineers (61%) and electricians (41%), which together represent 47% of all the searches across the trades during 2014. There were a number of other highly sought after trades who have equally seen a sharp rise during 2014.
These include home adaptations for the elderly and disabled (129%), carpenters and joiners (55%) and painters and decorators (51%), window installers and glaziers (44%) plasterers and renderers (42%) and garden landscapers (40%).
Q. Will I win any more work?
There are no guarantees, customers area actively looking for TrustMark accredited tradespeople because they are on-site inspected and have proven good customer service. This supports work generation and recognition of the TrustMark brand leading to more enquiries and a higher conversion rate.
Feedback from contractors on our TrustMark scheme shows that they are not only getting more work enquiries directly through the TrustMark website search facility but also directly by customers recognising the qualification and seeing the brand on the media and on vans and advertisements.
Local Authorities, Housing Associations and national charities are moving to using exclusively TrustMarked tradespeople and supplementing their contractor lists by inviting local Trades people who are TrustMark accredited.
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. If you are TrustMark approved you have been independently assessed by an inspector as well as being searchable by postcode and distance. Rather than relying on commercial work referral models, TrustMark contractors are all qualified to the same high standards independently which is something you can use to differentiate yourself from the crowd.
There is no money being 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 an 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 done using the customers 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!
TrustMark Trades people & Contractors are independently inspected and vetted.
Q. How are your inspectors qualified to inspect our trades?
A. Yes all our Inspectors are suitable qualified to inspect each licensed trade and have many years of experience with the domestic repair maintenance and improvement industry. 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 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;
- post completion on-site inspection;
- follow up check on 3 customer references;
- check of qualifications and training records;
- review of Health & Safety policies and procedures;
- a review of general policies and procedures;
- check of relevant public and employee insurances and monitor them continuously
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 a code that has been approved by TrustMark and Independence CIC which you adopt and which is available to the consumer. By being a member of TrustMark through Independence you are promoting consumer confidence accepting that if problems arise the customer can approach us for support, guidance and help to resolve any issues.
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 this level of quality backed up by an independent Government endorsed scheme. Independence CIC positively advocates that you use these references to promote your performance but you should recognise that customers seek further independent reassurance which is what we provide through independent inspections and customer surveys.
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 there is a dispute and try to mediate a resolution. At Independence CIC we also look to support contractors with updates on relevant regulation and legal matters that may impact the way you 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. The customer is able to have an independent party mediate should issues arise and ultimate recourse back to the Scheme Provider. This recourse and mediation creates further confidence and consumer protection thus promoting your business. Ultimately it is down to you to use the TrustMark accreditation to maximum benefit, however, Independence CIC will support you with referrals, relevant information, approaches and marketing literature.
