TrustMark registration requires that businesses comply with the Framework Operating Requirements, Code of Conduct, and Customer Charter.

To apply for TrustMark registration, businesses first need to be registered with a TrustMark Scheme Provider (trade association or accreditation body). TrustMark Scheme Providers for insulation measures are:

• British Assessment Bureau
• British Board of Agrément
• Blue Flame Certification
• Installation Assurance Authority
• NAPIT
• NICEIC
• Simply Certification

Framework Operating Requirements

The Framework Operating Requirements sets out the responsibilities of scheme providers and registered businesses. These include:

• Business suitability
• Technical competence
• Consumer protection requirements
• Regular assessment and monitoring
• Customer service
• Complaint handling
• Branding and promotion of the TrustMark scheme
• Compliance with scheme requirements
• Additional requirements for work under government schemes.

Code of Conduct

The Code of Conduct sets out how a registered business should deal with TrustMark, the scheme provider, and customers. This includes:

• Ensuring competence
• Publishing business information
• Signposting sources of advice
• Providing written quotations
• Providing written contracts
• Providing details of any surveys needed and ensuring surveyor competence
• The design process
• The installation process
• Handover
• Provision of an invoice
• Recording and managing complaints

Customer Charter

The Customer Charter sets out the rights and responsibilities in respect of any customer receiving advice, installations, products and services carried out by a business which is TrustMark registered. A business must:

• Follow through on requested work
• Act in a responsible and professional manner
• Be clear and transparent
• Provide clear contracts
• Make every effort to resolve concerns or complaints.

Additional requirements

In the case of work under Scottish government schemes, registered businesses also need to hold certification against the British Standards Institute’s Publicly Available Specification (PAS) 2030: Specification for the installation of energy efficiency measures in existing buildings.

PAS 2030 itself sets out the standards for the installation process, including:

• Confirmation that a retrofit coordinator has been appointed
• Validation of location specific design
• Installation process
• Installation process management
• Handover
• Complaints
• Customer care
• Measure specific requirements
  • Competences
  • Requirements for pre-installation inspection