Building trust with customers through endorsed trades

[edit] Government Endorsed Quality

TrustMark is the UK’s only Government Endorsed Quality scheme for work carried out in or around the home, whether that’s installing energy efficiency measures or landscaping a garden. They are passionate about quality, raising standards and ensuring consumers have appropriate protection in place when having work done.

Since TrustMark was established in 2005, its remit has expanded from all repair, maintenance and improvement (RMI) trades to include energy efficiency and retrofit measures. This provides a level playing field of quality for consumers having work carried out in or around their home.

ECA is one of the original approved TrustMark Scheme Providers since 2006 and continues to be a great supporter by offering free TrustMark registration to its members. Together, they are collaborating closely together to expand coverage and scope across the UK.

[edit] Who is TrustMark?

TrustMark is a not-for-profit business which means it can focus on their customers – tradespeople and homeowners - and not on shareholders. They continually reinvest into the scheme to enhance the support provided to its 18,000+ Registered Businesses and Scheme Providers.

TrustMark serves as a powerful tool for tradespeople to demonstrate their commitment to quality and gain access to new work. It is an opportunity to demonstrate their commitment to doing a great job with high levels of customer service, whilst working to highest professional standard in their local area.

[edit] Licence to Operate

TrustMark is a not-for-profit organisation, operating under a Master Licence Agreement, issued by the Government’s Department for Business & Trade. This Agreement sets out what they do and how they do it.

They licence and work with a network of over 38 Scheme Providers – including the ECA - and they are all committed to meeting the requirements of its Quality Scheme. In turn, Scheme Providers licence and work with their TrustMark Registered Businesses to ensure they commit to and maintain the required standards of technical competence, trading practices and customer service.

[edit] Why join TrustMark?

As an ECA and TrustMark member, you have access to a number of benefits, including:

• Access to new work
  • Third parties to identify and create new avenues for work opportunities across all its trades.
  • Access to exclusive finance and cashback options for your customers from leading financial institutions, including Barclays and Coventry Building Society, who are recommending TrustMark’s registered businesses to ensure the compliance and quality of work carried out via their green lending schemes.
  • TrustMark is recommended by lenders, local authorities and well-known brands and services.
• Grow your business
  • Customers can easily find you using TrustMark’s ‘Find a Trader’ online directory.
  • Your unique TrustMark profile, which you can link to your website, will let you manage customer enquiries, track progress, manage your business presence and build positive feedback.
  • Visible Campaigns and Marketing Support. Displaying the TrustMark logo on your letterheads, marketing material, website and vehicles will provide additional assurance to potential customers that you are a quality business.
• Making your life easier
  • 24/7 Access to the Business Portal. A free resource to promote your business with a personalised profile page to showcase your work and build your reputation. https://youtu.be/nVk-OIN42t4
  • Home Improvement App, developed in collaboration with HSE, to help provide guidance and information for homeowners when having work done. https://onelink.to/g7jr84
  • Access to advice, guidance and template contracts all based around the TrustMark Code of Conduct, providing clear legislative support in partnership with Trading Standards.
• Protecting you and your customers
  • TrustMark provides guidance on managing and resolving customer complaints, including access to the independent Dispute Resolution Ombudsman (DRO) service, giving businesses and customers the tools to handle complaints in a smooth and professional manner.

[edit] Working with key partners

TrustMark works closely with a number of different partner organisations, who share the same mission to raise trading standards and improve consumer protection. By working together, they can enhance the work its Registered Businesses carry out at their customer’s home and offer advice and support, ranging from safety online to energy advice.

The partners span many sectors and range from finance, government, accommodation and charities to consumer protection professionals and energy efficiency, such as Age UK, Airbnb, Citizens Advice Bureau, Energy Saving Trust and Grand Designs.

TrustMark has also teamed up with industry-leading organisations to offer Registered Businesses exclusive offers and discounts that can benefit them both in their working and personal lives. These include: AA, ARMD, easyToolhire, Europcar, Fergus, Fuel Card Services, Mellor Financial Training, My Staff Shop, Octopus Electric Vehicles, Smart Comms and Wickes TradePro. Click here to watch a video on the savings a business can make with the offers - https://youtu.be/XYADGrxEeFI

[edit] Further Information

For further information about TrustMark and what the quality mark can provide for you as an ECA TrustMark approved electrical contractor, visit: www.trustmark.org.uk/business.

This article appears on the ECA news and blog site as 'Building trust with your customers' dated 2 December 2024.--

--ECA

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