Citizens Advice response: TrustMark consultation on building stronger protections for home improvement customers
In the green home upgrades market, Citizens Advice notes the alignment between TrustMark's proposals and the principles of the government's recent consultation into reforming the consumer protection framework for home upgrade schemes. We support core principles around robust obligations and compliance frameworks for installers, simple routes to redress for consumers, and strong financial protections. We believe a future consumer protection service should be delivered through a centralised model overseen by DESNZ, based on a process to select and streamline existing consumer protection bodies.
In the wider home improvements market, we welcome strengthened support for consumers where things go wrong, as well as stronger sanctions for traders who engage in poor practice. However, the deterrent impact of removal from voluntary schemes may be limited, particularly given low levels of consumer awareness. And it is essential to improve underlying professional practices and standards among traders. Citizens Advice has called for mandatory ADR for this sector, as well as expansion of mandatory licensing to more trades and a single register for traders.
Ultimately, principles for consumer protection reform should be integrated into building regulations to ensure that consumers receive high-quality work and swift remediation where needed across the market.