TrustMark: Changing Public Perceptions on Builders

TrustMark: Changing Public Perceptions on Builders

The public image of the UK builder, plumber or electrician is woefully out of date, according to a new report by TrustMark, the only Government-endorsed ‘find a tradesperson’ scheme for all trades in and around the home.


In the year that TrustMark celebrates its 10th anniversary, TrustMark has published a new report looking at what defines a true professional in today’s industry, highlighting some of the ways in which tradespeople are confounding negative stereotypes.


The report debunks myths around UK tradespeople lacking in professionalism by showcasing a wide range of behaviours that are continuing to build trust, confidence and loyalty among homeowners. These include a commitment to excellent health and safety, training and skills development, and responsible waste management.

The tradesmen and women interviewed by TrustMark take pride in smart branding, uniforms and van livery, as well as professional quotations and detailed contracts.

They increasingly use digital tools, tablets and mobile technology to improve the way they communicate with customers at every stage of a job, and also put emphasis on respecting and safeguarding the customer’s home, minimising disruption and improving relationships with neighbours.


Accreditation is also increasingly being recognised as a mark of the tradesperson’s all-round professionalism as it ensures that technical competence, business processes and service frameworks are in place, helping homeowners to specify with confidence.


The report highlights the hard work, long hours and total commitment to good business practice among these TrustMark-registered firms.


Liz Male MBE, chairman of TrustMark says:


“This report provides a snapshot of the many thousands of smart, motivated and very hardworking men and women steadily changing the reputation and the public’s experience of an entire industry. I feel completely inspired by what I read here.


“TrustMark is proud to be part of this story. For 10 years we have worked with industry and consumer groups to raise standards and to signpost the public to reputable firms across a wide range of trades to do work on our homes and gardens.”



TrustMark’s report also tallies with additional findings from a recent survey by AXA Business Insurance, which found that 82% of the UK’s builders, painters, plumbers, joiners and electricians regularly go above and beyond the call of duty, completing small extra tasks at no charge. Looking after pets, helping with little errands or just looking out for vulnerable customers are examples of these firms’ common acts of kindness.

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