Hertfordshire plumbing business goes from strength to strength after joining TrustMark

Hertfordshire plumbing business, Plumbsense, is celebrating as a result of its accreditation with the government-backed TrustMark approved traders scheme. 

Operated by Hertfordshire Trading Standards with the help of Exor Management Services, the TrustMark scheme has proved immensely beneficial to Plumbsense’s business.  This is not only because the accreditation gives Plumbsense customers increased confidence that they are working with a trader operating to high standards but also because the business recently picked up the ‘Fair Trading’ category in the Federation of Small Businesses (FSB) Awards.  Plumbsense also came second in the ‘Service Excellence’ category.

“When I received a letter from Hertfordshire Trading Standards inviting me to sign up to the TrustMark scheme I thought that having another endorsement would put me in good standing in the local community and that would really help my business”, confirmed Paul Merton, owner and manager of Plumbsense Ltd.  “By achieving TrustMark accreditation we wanted to highlight our commitment to trading standards.  Winning the FSB Awards shows our efforts have been recognised. By taking pride in our work and aligning ourselves with Government endorsed standards, we're demonstrating how committed we really are to customer care.” 

Before starting his plumbing career in 2005, Paul previously worked for a top London Research Agency where he was responsible for assessing the standards of customer service offered by many national and international high street retailers.  This stood him in good stead for starting his own business.

Hertfordshire Trading Standards adopted the Government-backed approved traders’ scheme, TrustMark, to promote upstanding local businesses as well as protect residents from rogue traders. The Trading Standards authority appointed specialist accreditation company, Exor, to help them in the accreditation of Hertfordshire traders who wish to join the scheme and, therefore, benefit from this important assurance for consumers.

“TrustMark is playing a key role in Hertfordshire in the current recession” confirmed Ian McKinnon, Managing Director, Exor. “Not only does it protect families and individuals, but it also stimulates the local economy by empowering consumers to make buying decisions confidently. And traders who achieve TrustMark accreditation benefit from being associated with the scheme, giving them a strong endorsement for potential customers.”

“Since joining the TrustMark scheme, my business has come on by leaps and bounds” continued Paul Merton.  “When I ask new customers where they have heard of Plumbsense, TrustMark is the biggest source for referrals.  Returning customers account for most of my business, but the biggest benefit of joining the scheme for me is new business.  Plumbsense is on the TrustMark database, where all customers can browse local companies who have been accredited with TrustMark status.”

Online access to the TrustMark database 365 days a year gives households in Hertfordshire the ability to search for specific types of trades people, secure in the knowledge that any companies they choose are competent, have the right insurances and qualifications, and have their work regularly inspected.  Alternatively, those without internet access can find details of local traders by phoning Trading Standards via Consumer Direct on 0845 404 05 06.

Residents will also have the peace of mind that their deposit will be protected should the business fail and, if there is an issue with the quality of the work, there is a clear and user-friendly complaints procedure to help resolve the matter.

“As a customer, inviting someone into your home who you’ve never met before to do work requires a leap of faith.  But with the TrustMark accreditation, I’ve found that customers already have considerable confidence in my skills when I walk through the door”, concludes Paul.  “This gives Plumbsense the upper-hand amongst other traders in the area. But saying that, I would hope other plumbing companies join the scheme so that standards across the board can improve, and confidence in the industry as a whole can lift.”

When a firm displays the TrustMark logo it signifies that they have fulfilled the following criteria:

• Their technical skills have been independently checked through regular on-site inspections, as well as checks on their trading record and financial status
• They have signed up to a code of practice that includes insurance, good health and safety practices and customer care
• The quality of work, trading practices and customer satisfaction have been checked by Exor and will continue to be monitored 
• They are able to offer an optional Insurance Backed Warranty
• Deposit Protection Insurance is available for consumers in the event of the business going bust
• The company will inform the customer about any building regulations which must be complied with will also be able to provide appropriate certificates
• If there is a problem or disagreement with the company, there is a clear and user – friendly complaints procedure to help resolve the issue.

TrustMark accredited traders can be found by going to the Trustmark website at http://www.trustmark.org.uk/  or by calling Trustmark on 0330 1000 021.  Finding a trader from the Trustmark website is as simple as entering your postcode and then selecting the category of trader e.g. roofer that you need.  You will then get details of traders listed by how far they are located from you.

Traders who wish to join the TrustMark scheme should contact Exor at 0871 930 7274.