黑洞社区

Ian Livsey knows how it feels to be ripped off by cowboy builders 鈥� when he had his house decorated, walls were painted the wrong colour and they put the wrong doors in. But in future, those builders may think twice about doing shoddy work for this particular customer. Last month he was made chairman of TrustMark, an accreditation scheme for building companies run by the DTI, which is charged with endorsing companies that reach trade association standards.

It is a role to which he seems well suited. Between 1998 and 2003, when Livsey was chief executive of the Guidance Accreditation Board, he set up a similar accreditation scheme to maintain standards in adult education. He also says his private sector experience with the likes of BP International as an economist and Shell as a section head will help him understand the needs of companies that are affected by the scheme.

But before Livsey can start to rid the UK of dubious tradesmen, he must first fight another battle: calming industry fears that TrustMark is doomed to the same failure as its predecessor, the Quality Mark, which closed on 31 December 2004. To help kick off the debate, 黑洞社区 asked Livsey to respond to your questions and concerns.

The Quality Mark scheme was a miserable failure. Why should I believe TrustMark won鈥檛 go the same way?

Member, Heating and Ventilating Contractors鈥� Association:

Because it鈥檚 different. Everyone recognises that Quality Mark failed, but we鈥檝e learned from it. TrustMark is much more of a partnership. By working with trade associations, it is now something we鈥檙e doing with the trade, rather than to it. Quality Mark actually didn鈥檛 do that and I鈥檓 not surprised it had problems. Also, the new assessment criteria are a lot more consumer-focused and less institutionally driven 鈥� there鈥檚 less about tax [it does require financial checks but you don鈥檛 need to submit annual accounts or financial records].

How soon will TrustMark be launched and how will it be launched?

John Longworth, John Dutton & Partners:

We had a trade launch in July and, at the start of National Consumer Week on 31 October, construction minister Alun Michael will come to an event to talk to the consumer organisations and the trade. Then hopefully in January we will have a major consumer launch. We鈥檝e got a rapid five months, because I want to ensure that when we say, 鈥淭rustMark is here鈥�, it is, and that when we tell consumers, 鈥淵ou can access a TrustMark organisation鈥�, they can.

The sort of people I work for don鈥檛 use computers 鈥� so when TrustMark is promoted, how will it reach them?

Member, HVCA:

We鈥檝e taken on a PR agency, Cow PR, who spent their own money doing research about where consumers find information about tradesmen. It came down to word-of-mouth and local media, so we鈥檒l use TV, we鈥檒l use local and national newspapers, we鈥檒l use the internet, and we鈥檒l also work through parish magazines and local councils. And we鈥檒l get the message to particularly vulnerable groups through bodies like Citizens Advice Bureau, Age Concern and the Women鈥檚 Institute.

The householder will always go for the cheapest quote, so won鈥檛 being a member of TrustMark lose me business because I will have to pass on the costs to the customer?

Member, HVCA:

That鈥檚 a specious argument. I鈥檓 not sure the householder always does go for the cheapest quote, and if they go to a TrustMark organisation they know can get the job done as they want it. With all accreditation schemes people say, 鈥淭his is going to cost me money, I鈥檒l be disadvantaged.鈥� But it鈥檚 nonsense 鈥� it will actually gain more business for the company. And if you spread out 拢10 over the whole year, which is the fee to builders, I can鈥檛 see it making a difference.

How will TrustMark work in Scotland and Northern Ireland?

Jim Morrison, Construction Enterprises:

We鈥檝e had a very good relationship with Scotland and are in constant dialogue because we think TrustMark and the Construction Licensing Executive accreditation scheme are comparable. We鈥檙e quite relaxed that we can work together. As far as I鈥檓 aware there isn鈥檛 a comparable scheme in Northern Ireland, it鈥檚 just about how we introduce TrustMark there. The DTI is talking to their equivalent in Northern Ireland, but once that has all gone through then we can start to engage.

During 20 years in business I have never joined any trade organisation (except CORGI, which is mandatory). Why should I make an exception for TrustMark?

No name supplied:

TrustMark is a scheme the smart players will get into because I think it will add value to a business. It will be good for your business because when consumers pick it up then, if you aren鈥檛 in the scheme, you won鈥檛 get chosen and 20 years in business might well end at 22 years. The scheme will also be good because it will raise the credibility of the whole industry. And you don鈥檛 have to be in a trade association to be in TrustMark: you can get commercial certification through one of the independent certification bodies.

Will there be extra assessments involved or will those we undergo as part of a membership of trade association bodies be sufficient?

Paul Stokes, Bowling Garrard:

They鈥檙e sufficient. As long as the proposed scheme from the trade association certification body meets our requirements, which is one of the conditions to become an approved scheme operator, then that will be managed by the trade association. We won鈥檛 then add any tests on that.

Will TrustMark be compulsory for working with local authorities on, say, grant-aided repairs and improvement work?

Robin Pennycook, RS Pennycook:

This is a tricky one. Local government legislation means it can鈥檛 be compulsory, but what local authorities can do is recommend to organisations with grants that they follow TrustMark standards.

It can鈥檛 be compulsory, but we鈥檇 probably expect some authorities to adopt TrustMark as their standard.

What will happen to the promotion of the scheme in two years鈥� time when the funding from government stops?

Nigel Pound, FDP 黑洞社区:

We鈥檝e got 拢2m from the Department for Trade and Industry, but if we get 25,000 builders we will be able to cover the costs. The scheme will be self-financing if it covers its running costs, it is financially stable as a business and it has enough money in it to continue to promote schemes annually. TrustMark will have built-in PR costs every year so we can continue to promote it. If we get to two years from now and we鈥檙e not self-financing I鈥檒l have to have discussions with the DTI.