Place Category: Business Services
- Website & Social
- Social Impact Declaration
- Social Impact Statements
TrustMark is the Government Endorsed Quality Scheme covering work a consumer chooses to have carried out in or around their home.
When a consumer uses a TrustMark Registered Business, they know they are engaging an organisation that has been thoroughly vetted to meet required standards, and has made a considerable commitment to good customer service, technical competence and trading practices.
By ensuring all Registered Business adhere to and maintain these standards through our expert network of Scheme Providers, TrustMark gives consumers increased confidence and choice. Additionally, in the event that a problem does arise, TrustMark offers a range of remedies to give further protection to consumers.
TrustMark was established in 2005 in conjunction with Government, industry bodies and consumer protection groups. Since this time, in response to the industry led, Government-commissioned Each Home Counts (EHC) review, the TrustMark remit has expanded to include all Repair, Maintenance and Improvement (RMI), Energy Efficiency and Retrofit measures, providing a level playing field of quality for consumers having work carried out in or around their home.
TrustMark operates within a Master Licence Agreement issued by the Government’s Department for Business, Energy and Industrial Strategy (BEIS).
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Social Impact Statements
The Social Enterprise Mark criteria includes a requirement that the applicant can demonstrate that social and/or environmental objectives are being achieved.
In support of this, new applicants and renewing Mark holders are asked to respond to a set of social impact questions, which are designed to help them think about the social impact they create, and to articulate this clearly and succinctly.
Updated May 2020
1) What are the main social differences you have aimed to make (or supported)?
The Government’s statutory requirement of Net Zero by 2050 means, as a nation, we will have to complete the retrofitting of 2200 homes per day, every day, for the next 30 years. The Energy Company Obligation (ECO) is the government’s scheme to reduce carbon emissions and tackle fuel poverty across Great Britain. This new version now includes TrustMark, the only Government Endorsed Quality scheme, which was developed based on the recommendations from the Each Home Counts Review.
TrustMark Registered Businesses will operate under a new rigour to meet these new requirements for quality, technical standards and consumer protection while ensuring longevity of the work they provide. By using a TrustMark Registered Business to carry out energy efficiency measures in and around their home, consumers are given high levels of confidence and protection. This will not only unlock unexpected health and financial benefits in their homes but will also help reduce their carbon footprint.
2) What actions have you taken to deliver the aims described above?
As a requirement of the Government department of Business, Energy and Industrial Strategy (BEIS), TrustMark was awarded a grant for the development of the Data Warehouse and Property Hub. This platform will underpin the delivery of ECO Technical Monitoring and PAS2035:2019. The delivery will consist of a simple form based and programmable means of lodging data about work undertaken.
The Data Warehouse will support the lodgement of data at various points in the installation lifecycle to close the information gaps that currently exist. New tools to help industry understand causes of failures and improve the quality of work undertaken will be developed based upon learning form the Risk Model.
To support the Data Warehouse, the Property Hub will act as a logbook of work conducted in a property where homeowners will be able to view maintenance requirements, guarantees and other data relevant to their properties.
Consumer Financial Protection - TrustMark requires that all Registered Businesses provide a minimum two-year guarantee for all works carried out in and around the home. TrustMark continues to work closely with the industry experts to ensure financial protection options are approved and made available.
3) What has changed, what specific outcomes and benefits have been realised as a result of the above actions?
- ECO3 now includes mandatory registration with TrustMark, which means any contractors operating within the ECO environment, completing energy improvements on people’s homes need to be registered with TrustMark. Any energy efficiency measures carried out in and around the home must be lodged in the TrustMark Data Warehouse. The Data Warehouse is a unique tool that has been designed by TrustMark to provide detailed insight into works undertaken in and around the home, incorporating geographical, financial and technical information - benefiting industry and government which is critical for meeting the Net Zero targets by 2050 and preparing for the impacts of climate change.
- The Property Hub is hugely beneficial to the consumer as it acts as a unique consumer-facing platform where a homeowner can access a “logbook” about their property – helping establish who did what and when, providing the consumer with essential information. This will comprise a wealth of free information for consumers considering buying, selling or improving their properties and will be hosted on the TrustMark website.
- The strategy behind these combined activities is long term, but we believe positive results will be seen soon. Committing to these actions, allowing for input from all sectors and from experts in consumer protection and finance, will make real progress for the industry – and help the industry put the consumer first.
4) If not covered above, please describe how your income and/or any profits generated from previous years has been maximised in delivering social outputs and adding social value.
TrustMark is a Not for Profit, Social Enterprise that has been required to operate via low registration fees since its inception in 2005.
Following on from the Each Home Counts (EHC) review and the position TrustMark achieved out of the review, Businesses Energy and Industrial Strategy (BEIS) agreed to fund TrustMark through a repayable loan of £1.68m to establish functions that had been agreed as outputs of the EHC Board, these are all described in the preceding paragraphs and show the achievements that have been made.
A BEIS Grant was awarded for the development of the Data Warehouse and Property Passport. This platform will underpin the delivery of ECO Technical Monitoring and PAS2035. The delivery will consist of a simple form based and programmable means of lodging data about work undertaken.
The below questions are not mandatory, but Mark holders are encouraged to answer them where possible, to provide a fuller account of their social outcomes and the social value they create.
5) What social and environmental benefits have you created arising from internal operational policies and other actions?
TrustMark recognises its responsibilities in regard to the environment and social impact and takes these matters seriously. This is reflected in our Sustainability Policy of which all employees of TrustMark adhere to.