GGF Pleased with TrustMark Relaunch
8th April 2014

The GGF was pleased to see TrustMark - the Government-backed quality mark for reputable tradesmen - relaunched last week by Consumer Minister Jenny Willott, with new improved standards of consumer protection under a renewed master licence from the Department of Business, Innovation and Skills (BIS).

In one of the first major announcements from the joint industry and Government industrial strategy for construction, ‘Construction 2025’, Peter Hansford, the Government’s Chief Construction Adviser, will also emphasise the Government’s strong commitment to TrustMark and call upon more firms to get behind the scheme which is central to boosting the reputation of tradesmen and consumer confidence in the domestic repairs, maintenance and improvement market.

TrustMark’s relaunch brought together more than 100 invited guests from industry and consumer protection groups at a reception in Westminster. The Consumer Minister announced the new core criteria – the Government-endorsed standards at the heart of the TrustMark scheme – and urged the whole industry to meet these new standards, which cover customer service, good trading practices and technical competence.

Nigel Rees, GGF Group Chief Executive commented "The Glass & Glazing Federation has been involved with TrustMark since its launch in 2005 and we are pleased to still be involved in 2014 with this relaunch and the new core criteria. We have no doubt the further increases in enquiries by householders this year will be of major benefit for GGF Member companies."

Some of the key changes to the TrustMark core criteria include:

• Firmer standards. The old requirements in the licence and core criteria spoke about scheme operators using "best endeavours" to meet certain standards, and gave "examples" of checks and activities that they might use to demonstrate compliance. Now the core criteria talks about scheme operators' requirements ("scheme operators must...").

• More specific standards. For example, whereas before scheme operators had to have a general commitment to raising standards, now they need to show how they are raising standards to address identified areas of consumer detriment and other trade-specific issues.

• More vetting of tradesmen, including specific checks that must be done on firms upon entry to the scheme, but also at renewal stage or on an ongoing basis.

• More proactive use of complaints data by scheme operators, more reporting of that data, more transparency in the complaints process.

• Changes to protect the brand and reduce misuse of the TrustMark logo.

• A new requirement for scheme operators to develop ways to measure the effectiveness of their code of practice and how it reduces consumer detriment, and to keep it regularly reviewed in the light of changing customer expectations in their sector.

Being an existing scheme operator, the GGF will be adapting to the new core criteria over the next 12 months. All new scheme operators who apply after the relaunch will be assessed against the new core criteria from day one. The core criteria will also be reviewed and updated every year from now on to maintain the drive for higher standards.

Commenting on the launch of the new TrustMark standards, Consumer Minister Jenny Willott, says:

“TrustMark gives consumers more confidence in their tradesman when spending their hard earned cash. Every trader who has signed up to the scheme has been independently assessed for their competence.

“We want to put rogue or unscrupulous tradesmen out of business. One of the best ways to do this is to pick out the best businesses, so people know where to turn first for their home improvements, maintenance and repairs.

“I would encourage all legitimate and honest tradesmen to sign up to this scheme.”

Peter Hansford, Government’s Chief Construction Adviser, says:

“TrustMark is pivotal to improving the reputation of the UK construction industry which is why we committed to relaunch it as part of our industrial strategy. Improving the image of the industry with the public is particularly important if we’re to attract the next generation into exciting careers in construction.

“I know the Government is committed to supporting TrustMark, expanding the scheme to include a greater proportion of the industry, and promoting the new core criteria standards and the industry and consumer groups that support them. It wants to see more trade bodies, industry groups and any organisation with a panel of approved contractors joining TrustMark this year so that it can grow to cover much more of the sector.”

The relaunch also marks the start of a sustained consumer marketing campaign for TrustMark to raise consumer awareness of the benefits of using TrustMark-registered firms through major PR and social media campaigns. This includes a communications and video programme, which has been developed around the theme of 'tools to talk' and a new weekly consumer advice blog written for TrustMark by Steve Playle, a well known and respected trading standards expert, is part of the programme.

Further reaction came from:

Rt Hon. Michael Fallon MP, Minister of State for Business & Energy


“TrustMark is an excellent scheme which helps improve the reputation of the construction industry. It also gives reputable firms the opportunity to thrive and gain business from customers who care about a commitment to quality, reliability and expertise.”

Gillian Guy, Chief Executive, Citizens Advice


“TrustMark is an excellent example of the kind of creative problem prevention initiatives that we really value.”

Andy Foster, Operations & Policy Director, Trading Standards Institute


"TrustMark have been long standing partners of the Trading Standards Institute and represent a vital pillar in the consumer protection landscape. For many consumers, choosing a trade is a confusing and often daunting process and TrustMark is the visible symbol of trust that consumers need to help them make better choices and thus avoid potential disputes.

“All those involved will know however, that the work doesn’t stop here. If we are serious about making a difference for consumers and honest trades then the continual improvement in core standards and closer alignment with trading standards will be absolutely necessary to build on that trust and generate greater critical mass so all consumers can benefit across the UK. We wish TrustMark every success with the new core standards and look forward to fostering a closer partnership as TrustMark turns a new page in its future success.”


Paula Higgins, Chief Executive, HomeOwners Alliance


"Homeowners have a never ending list of jobs which need doing. TrustMark's database of inspected tradesmen allows homeowners to easily find local qualified tradesmen needed to make improvements and repairs to their homes. TrustMark gives homeowners reassurance that their job is in good hands and their hard earned cash is protected from cowboy builders."


Chris Blythe, Chief Executive, Chartered Institute of Building


“Trustmark’s role today in the industry is even more important as it was when it was formed nine years ago. The Chartered Institute of Building (CIOB) see the work TrustMark does as critical to improving the image of the industry. So often the good work that done in mainstream construction like the Olympics is undermined by what happens at domestic level. Delivering assurance to householders is good for them and the industry as a whole.”


Claire Curtis-Thomas, Chief Executive, British Board of Agrément


“The British Board of Agrément (BBA) fully support TrustMark and the re-launch of the Government endorsed standards - this is a positive move towards continually improving the standard of work tradesmen provide to consumers.

“Membership of TrustMark continues to grow steadily and the BBA is actively involved with delivering inspection services to a number of scheme operators completing in excess of 3,000 inspections annually, in support of the TrustMark


Jason Clemmit, Managing Director, Certass

“TrustMark membership is given to all our members at Certass who meet TrustMark’s criteria because TrustMark’s high standards dovetail with our own. Certass is a Government licensed Competent Person scheme required to check both the technical competence of its members and their business practices.

“TrustMark is required to provide homeowners with a way of finding reputable local tradesmen in their area who have met these Government endorsed standards. Our member companies feel they benefit greatly from having their TrustMark membership as TrustMark has the largest national database of accredited tradesmen which fully takes advantage of the marked increase of homeowners preferring to renovate their properties rather than moving on.”

Chris Mayne, Managing Director, FENSA

“Homeowners should choose installers who are registered with TrustMark and FENSA as this means that they will be offered peace of mind. Installers are not only vetted and checked, but are required to sign up to a code of practice which includes providing insurance, good health and safety practices and customer care, as well as compliance with Building Regulation standards and workmanship. For installers, this demonstrates their commitment towards ensuring customer satisfaction at all levels.”

Companies can sign up to TrustMark when they join the GGF - an approved TrustMark Scheme Operator. For more information on how to join the GGF visit www.ggf.org.uk/join or email membership@ggf.org.uk

For further information on TrustMark visit www.trustmark.org.uk