Following its recent update event, TrustMark has launched its public consultation on changes to its quality scheme.
Driven by the need to improve Consumer Protection, the proposals cover changes to the scheme that are designed to strengthen oversight and accountability, improve assurance and enhance financial protection. The Department for Business, Innovation, Science and Trade (BIST) with whom Trustmark’s Master Licence Agreement sits, stated that it has seen and supports the changes proposed within the consultation.
The proposals include ways to: simplify the redress pathway for consumers, clarify the roles and responsibilities of TrustMark, streamline processes, broaden the use of its analytical tools and data insights to strengthen quality assurance, reduce administrative time and cost to scheme providers and strengthen financial protections.
Charlotte Carter, chief operating officer at TrustMark, said: “Consumer Protection across home improvements needs to change. When work is done well, it makes peoples’ homes more comfortable, warmer and healthier to live in. Done badly it leads to stress, inconvenience and potentially damage to homes.
“With consumer detriment standing at over £10bn in this market, change is needed to improve the situation for consumers and businesses alike. We cannot stand still. Our consultation outlines the changes being considered and we strongly encourage our partners across the sector to participate. We want to hear their views and ideas and include their expertise and knowledge in the thinking going into decisions about our scheme. Only by working together will we achieve the best outcome.”
The public consultation opened 22 September and is available on the TrustMark website. The consultation closes at 11:59 on 27 October, 2026. A summary response is due to be provided in December.
