View
51
Download
1
Category
Tags:
Preview:
Citation preview
Foundations
National body for home improvement agencies
Department for communities and local government
Why home improvement agencies?
Design their services around the needs of the client
Project manage works in the home
Protection from rogue traders
Casework to bring in other assistance measures
…Which is visited by
over 600,000
customers each
month, who are
willing to pay for the
services of safe and
assured contractors!
Do you manage your own
safe-trader list?
Do you struggle with the
administration of
monitoring your
contractors?
….From 2015 new Consumer
Rights legislation will be
introduced which will
place greater
responsibilities on
contractors and those
arranging them….
….And EU directives on
Alternative Dispute
Resolution will
highlight those
organisations not
offering a proper route
of external arbitration….
Negotiating Changes to TrustMark Core Requirements
Any external contractors used by HIAs must be TrustMark holders
Independent route of dispute resolution
Aspiration to provide a mandatory insurance product
How does HIA meet requirements of Defects Liability and ADR?
TrustMarkedHome
Improvement Agencies
External Contractor
Internal Contractor
(Handyperson)
FoundationsTrustMark
‘HIA’Scheme
Operator
An HIA can be registered with TrustMark if they:Sign TrustMark agreement, which includes confirmation that……• Always check contractor
insurance adequacy• Ongoing monitors contractor
works• Contractor code of conduct• Always obtains and analyses
customer feedback• HIA has a robust complaint
procedure with a final stage route of independent arbitration
Non TrustMarked
Home Improvement
Agencies
The LawConsumer
Rights Legislation
EU Directives
Diversity or Independence
‘External’Scheme
Operator
How to manage risk?• Additional Insurance
products?• Self- selection of
TrustMarkedcontractors
• Self-Insure works?• ADR?
Possible Solution – Employ an ‘External’ Scheme Operator• Trustmark membership arranged by
scheme operator• Cost borne by contractor• Access to specialist insurance products
• Services are vetted and inspected
• Working to a set of Government-endorsed standards
• A code of customer care
• Local, trustworthy & reliable handypersons
• Complaints resolution procedure with access to ADR
• Strongly backed by Government
• Free to use, fully accessible 24/7 service
• Driven by shared core values and
not-for-profit ethos
Recommended