New Trading Standards guidance for home improvement businesses
28th March 2017

Home improvement companies come second only to used car salesmen in the league table of most complained about businesses, with over 34,000 cases reported in the last year alone.

The statistic was revealed yesterday (March 27) as Trading Standards experts published new guidance aimed at improving customer service in the home improvements sector.

Some of the issues that are covered in the new guide include: what to do if a customer wants to cancel a contract; what your legal responsibilities are under a mixed contract; misleading descriptions and the use of Alternative Dispute Resolution (ADR) to settle a matter out of the court.

Businesses that fail to comply with the law and carry out dodgy work in people's homes could face heavy fines and up to two years' imprisonment. However, the Chartered Trading Standards Institute (CTSI), which is behind the guide, say businesses that understand their responsibilities can earn an enhanced reputation and repeat custom.

The guide is published on the government-backed www.businesscompanion.info which is produced by CTSI and provides free, accurate, practical and up to date advice on all trading standards law.

Adrian Simpson, CTSI's business education and consumer codes expert, said:

"Sometimes even good, reliable tradesmen have bad luck and face a situation where a part they have fitted breaks or fails later down the line. It is important to remember if you supply goods and carry out improvement work in a customer's home, then you are legally responsible if things go wrong. 

“The new guide and the wider information on the Business Companion website allows businesses to access technical and legal expertise for free, so they can make sure they are clear on the legislation that affects them."

Elsewhere on the site, home improvement businesses can find out about all trading standards law and how it affects them.

To accompany the guide CTSI has produced a short animation. The animation and guide are at: https://www.businesscompanion.info/en/news-and-updates/home-improvements-your-top-five-questions-answered

https://youtu.be/Hg0vihlnT3g