TrustMark - Basingstoke

SW T.

We worked with the TrustMark team on a project for Litegreen Ltd involving retrofit assessments and on-site filming. As the UK’s trusted quality assurance organisation for home improvements, they represented their mission exceptionally well. From the first communication to on-site work, Georgina, Rhys, and the team were professional, knowledgeable, and warm. They ensured everything ran smoothly, ensured the homeowners were happy and UpToDate at all times and reflected TrustMark’s standards perfectly. Follow-up communications were the same. Highly recommended!

Duncan H.

Trustmark appear to be part of the problem and not the solution. They have no meaningful connection with or authority over the PAS standards that ECO4 installers are technically obliged to work to and deliver. PAS proves largely uninforceable in reality, whether by Trustmark, who seemingly have no meaningful clout or appetite for moral outcomes, or among the myriad other governing bodies / 'scheme providers' who are well meaning but ill-equipped to handle complexity.

One such scheme informed me that 1 in 1000 ECO4 installs are audited (0.1%). However, a much greater % are likely to be subject to poor design and shoddy workmanship by companies accredited by Trustmark.

ECO4 specifically operates over multiple technologies (e.g. internal wall insulation, solar, air source heat pumps). And, whilst PAS is a solid yet utopian set of holistic standards, there is no single holistic body assigned to its auditing and oversight. No meaningful investigation or penalty of those who are in breach.

PAS complaints have little experience of air source heat pumps, NICEIC are primarily focussed on electrical safety, however, cover insulation within their remit. HIES are focussed on air source pumps but have no knowledge of insulation, etc, etc. Yet, Trustmark is the gateway for installers to access ECO4 funding.

The whole thing is an absolute mess and needs urgent review. Unchecked capitalism at its finest. A system that allows companies to profit and everyday folks to fall victim.

The many folks unfortunate enough to have had poorly designed ECO4 works implemented with limited or detrimental impact on their homes and lives will be bitterly disappointed if expecting a simple and effective channel for recourse and justice. Instead, Trustmark refers to ombudsman (capped at £10k including cost of works - very rarely paid) and courts, which have a 2 year wait time and cost c.£80k in legal fees unless self-representing.

Trustmark are an emblem of systemic failure and beyond that, a wheezing economy propped up by a healthy dollop of corruption.

Andrey N.

Don't bother using business accredited with TrustMark or Federation of Master Builders. There is no guarantee whatsoever you will be protected and will get fully vetted trader. I spent TWO YEARS going through dispute resolution process with TrustMark and eventually have been left with nothing. The trader company has been kicked out of Trustmark before honouring an award to fix issues at my place and no one could do anything about it. Trustmark is pointless in its existence and not fit for purpose.

Mark F.

We recently had an inspection at one of our sites and I am delighted to say we passed and how thorough and proffessional the inspector was. We requested a full report, which was made available to us very quickly. I highly recommend Trust Mark to all the best trades and relevant supply/service companies.

Saff M.

Full support and guidance given to our Retrofit Team at Graysons to lodge some highly technical installs to ensure our clients meet their SHDF deadlines. Greatly appreciated!!!

Vanessa A.

Very satisfied. Strongly recommend, specially their "find a business" option

I burned my carpert and searched on the Trustmark website, a local carpet cleaner/ fitter was recommended. He came up with the perfect solution to repair my carpet, fast, affordable and reliable person, and i didnt have to change my carpet!

Earth I. S.

I still have an issue which I have been chasing for over a month to resolve. Incredibly poor service.They misinform companies of the benefits of membership on their website and through their affiliates. Extremely scummy business practice.

A W.

Very shocked they have been so hard to get in touch with, I left them message to contact myself, after this regretful nightmare installer started a job at my place. As us customers are trusting the Trustmark and using there installers for Green homes insulation but unfortunately my installer RJM were a nightmare with no decent customer services and management he has no manners how to talk to customers, no decent communication abilities, he doesn't like to listen, very abusive behaviour, very badly treating their customers and I will not be recommending them to anyone feeling big mistake going with them. They do not deliver what they promise very stressing for customers and especially disabled persons using these installers by trusting Trademark trade but when being treated very poorly and installer not finishing jobs which only require few hours more work.
another thing this installer Submits to trademark that he had completed work when it's no where near finished I find this out of outrageous. Trademark should check their work please!