NFRC seeks Member feedback on proposed TrustMark changes

NFRC wants to hear from our Members who are registered with TrustMark about how the proposals could affect their businesses before responding to the consultation ourselves.

The changes are intended to strengthen consumer protection and simplify the administration of the scheme. However, many details are still to be confirmed, including how the new arrangements would work in practice and what they would cost businesses.

NFRC is seeking Member feedback before 25 October 2026 to help inform our response.

What is TrustMark proposing? 

TrustMark is the Government-endorsed quality scheme for home improvement work. It is proposing a number of changes, with a planned launch in spring or summer 2027. The main proposals that could affect your businesses are:

1. Direct registration with TrustMark 

TrustMark would register businesses directly under a binding agreement, rather than through scheme providers such as NFRC. It would manage applications, checks and registration fees.

2. A changed role for scheme providers 

Scheme providers would focus on confirming and validating a business's competence or certification, and keeping this information up to date. The details of how this would work, including how providers would be paid for this work, have yet to be agreed.

3. Changes to fees 

TrustMark is considering either a flat registration fee for all businesses or fees based on business size. Separate fees may also apply when recording completed work, depending on its risk category.

4. More work recorded in the Data Warehouse

TrustMark wants to extend the types of home improvement work that must be recorded in its Data Warehouse, including some work covered by Competent Person Schemes. It is considering different requirements, evidence and fees according to the risk associated with each type of work. The full scope of work covered and how this would interact with existing reporting requirements are not yet clear.

5. Greater accountability for work

Businesses would need to identify the parties carrying out each job, including subcontractors, and remain responsible for the work delivered under their registration. TrustMark also proposes that certain obligations, such as guarantees and remediation, could continue after registration ends.

6. Changes to complaints and enforcement

TrustMark would become the main point of contact for escalated consumer complaints. It is also proposing powers to issue warnings, financial penalties, suspensions and termination of registration. In some cases, it could appoint a third party to carry out remedial work at the business's cost if the business fails to act.

7. A last-resort consumer protection fund

TrustMark wants to explore a fund to help consumers where other routes to resolve problems have been exhausted. The fund would be financed by a levy on scheme participants, although the proposed cost and arrangements have not yet been set out.

Have your say

NFRC wants to understand which proposals Members support and what concerns they may have.

Please consider the questions below. Short answers are welcome, and you do not need to comment on every point.

How to share your feedback

Please send feedback to [email protected] by 25 October 2026. Your comments will help NFRC understand the potential effects on our Members and identify where further clarification or changes may be needed.

You can also read the full TrustMark consultation document and respond directly through its consultation page. TrustMark requires formal responses to be submitted through its online form by 11:59pm on 27 October 2026.

The proposals are still under consultation. Member feedback will help NFRC represent the industry's interests as the details are developed.