The document discusses the TrustMark quality scheme and its evolution. TrustMark was formed in 2005 and aims to be the government-endorsed quality mark for home improvement trades. It operates by accrediting scheme providers who register businesses via a code of conduct and framework. There are emerging questions around TrustMark's relationship with other schemes, the requirements and liability of scheme providers, costs for contractors, and dispute resolution processes. The benefits of TrustMark include improved quality assurance, financial protection for consumers, and encouraging investment across sectors through a consistent quality approach.

1. trustmark.org.uk
Developing QualityServices

2. trustmark.org.uk
Emerging Questions
• Difference between TM and Construction Line?
• What are the requirementon a SchemeProviders in terms of checking contractors?
• What would bethe liability of SchemeProviders if a contractor non-complaint work?
• Cost to contractors and cost/fee implications for SchemeProvider?
• Dispute resolution processes?
• Relationship to specialist contractors (e.g.installers of stairlifts etc)?

3. trustmark.org.uk
TrustMark and the Evolution of the ‘quality mark’
Background
• TrustMarkFormed in 2005. Anot-for-profit Social Enterprise
• In 2015, Government commissioned the industry led Each Home Counts (EHC) review
• 27 recommendations including the need for anall-encompassing markof quality that consumers can recognise and
trust
EHC / Trustmark –areas of combination
Consumer Protection – Codeof Conduct, Consumer Charter,Redress process
AdviceandGuidance –Impartial information, range of supporting tools, ESAS
Data Warehouse – Closing information gapspresent in installation ofsome EEMs
ComplianceandEnforcement –lessons learnt and how to drivearevised delivery
EHCQuality Mark – TrustMarkbecome the Government Endorsed Quality Scheme
Quality andStandards –support the delivery ofthe technical standards forthe sectors
Government Endorsed Quality for trades in and around the home

4. trustmark.org.uk
Scope
The‘quality mark’for the Retro-Fit, Repair, Maintenanceand
Improvement(RMI) and EnergyEfficiency sectors
GovernmentEndorsed Requirements
• IndependentBoard and Sector Councils
• A robust FrameworkOperating Requirement
• TheCode of Conduct
• TheCustomer Charter
Energy Company Obligation (ECO)
• Adoption of TrustMarkin 2019,ECOinstallation and compliance areas will
requireTrustMark
• Underpinnedby transitioned implementation of PAS PAS2030:2019–
PAS2031:2019and PAS 2035
• Sensible transition being agreed
• Transferof ECOTechnicalMonitoring to TrustMark
Compliance and Enforcement
• Risk based audits of Scheme Providers
• Witnessed on-site inspections of Businesses
• Risk based monitoring
• Effective sanctions and resolution services
• Embedded TradingStandards Officers and enforcementprocess
TrustMark and the Evolution of the ‘quality mark’

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TrustMark Audit, Compliance and Enforcement
Incidents of mis-selling
Brandmisuse/cease & desist letters
Misleading or restrictivecontracts& advertising
Sale& installationof goods not fit-for-purpose
Services notprovided withreasonableskill& care
Trading Standards support
TheEHC consultationprocess had one commonality – howdo you createa
scheme ‘withteeth’?
To support theScheme Providers, RegisteredBusinessesandconsumers,
TrustMarkwillbe thefirst schemeto embed TradingStandardsOfficers within
itsorganisation
Strengthening the TrustMark scheme
Balance Enforcement

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TrustMark –HowDoes it Work?
Licensed by Government (BEIS)Independent Board
SchemeProviders
UKAS Accredited
ISO 9001Certificated
Registered Businesses
IndustryCodesof Practice
& Regulations
CUSTOMERS
Audit andCompliance – PAS 2035

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TrustMark Framework and Code of Conduct
FrameworkOperatingRequirements
Customer
Charter
Code of
Conduct
Audit,ComplianceandEnforcement
Technical
Standards
Framework – the engineof TrustMarkthat determines how the Scheme
Providers register the businesses.
Code of Conduct – sets out the expectations and requirements between the
business and the SchemeProvider, the consumerand the legislation applicable.
Customer Charter –what the customer should expect when engaging with the
business.
Technical Standards that are applicable to that sector.

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TrustMark Framework and Code of Conduct –a dilemma
AreFoundations andTrustmarkoperating in thesamespaceasa
‘qualitymark’?
Remember:
TheFrameworkOperating Requirements
determine how the SchemeProvider registers the businesses.
TheCode of Conduct – sets out the requirementsfor the Registered
Businesses.
Thereforeweneed to consider who is the actual SchemeProvider and
who are the businesses delivering the workin customer’s home?
Registered Businesses
Customers
TrustMark
Framework Operating
Requirements
TrustMark
Code of Conduct
Applicable
to whom?
Applicable
to whom?

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A proposed solution
• Foundations and TrustMarkretain a relationship via the dotted
line
• TrustMarkdelivers the Government Endorsed Quality Schemeto
the HIASector
• Foundations consult/deliver on the Sector Specific standards to so
that a consistent approach to the Frameworkresults
• Interested HIAs(with capability) become (local) Scheme Providers
supporting the trades businesses standards and recognition
• ThoseHIAs that uptake could deliver service for those that may
not havecapability
Registered Businesses
Customers
g
Standards
Setting Body
Scheme
Providers
TrustMark
Framework Operating
Requirements
TrustMark
Code of Conduct
quality
mark

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So what are the benefits?
Opportunities:
• Improved qualityassurancethroughsteadyincreasein standardsandbuildmorevisible professionalismin thesectors
• Development ofappropriatefinancialprotectiontoprotecttheconsumer shouldthingsgo wrong
• Build consumerandbusiness confidencerelating toall services andproductsusedunderthequalitybrandleading toastronger,more
stableenvironment thatgeneratesconfidencetoinvest in newandexisting products,services andprocesses
• Provisionofthe Data-WarehouseandRiskModel supportingaudit,compliance,enforcementandreduced risk
• Encourageinvestment throughforall sectors(Able toPay,Private funding)(circa 4.9B)
• Reputationalbenefits throughthe delivery ofconsistentqualityservices

11. trustmark.org.uk
Emerging Questions
• Difference between TM and Construction Line?
• What are the requirementon a SchemeProviders in terms of checking contractors?
• What would bethe liability of SchemeProviders if a contractor non-complaint work?
• Cost to contractors and cost/fee implications for SchemeProvider?
• Dispute resolution processes?
• Relationship to specialist contractors (e.g.installers of stairlifts etc)?

12. trustmark.org.uk
Developing QualityServices