What homeowners told TrustMark about consumer protection, and why it matters to pest control professionals
New TrustMark research with over 1,500 consumers shows how little homeowners know about the protections behind work carried out in and around their home. Charlotte Carter, Chief Operating Officer at TrustMark, explains what it means for NPTA members and the key role they play in giving customers clear information and the right protections.
We asked consumers, half of whom had recently had work done or were planning it, what they think protection means when they have work done in their home. Our new report, Consumer Protection in Home Improvements: Building a consumer centric approach, sets out what they told us, and it reveals a clear knowledge gap.
The gaps start before the first job
Only 26% of consumers feel knowledgeable about the protections they have if things go wrong. Knowledge about protections was higher on other purchases such as buying a car (37%), booking a holiday (28%) or taking out a pension (24%), with just 18% rating high for home improvements.
That gap shows up on the job. Around two thirds of homeowners don’t recall receiving a formal contract before work began. Asked what they expect up front, they prioritise price (82%), a full job specification (71%) and payment terms (68%). Fewer than a quarter (24%) expect information on how to complain or seek redress. Only 58% of those who had work done said they received all the information they expected in writing.
Problems are not rare either. Nearly a quarter (24%) of homeowners who had work done experienced a serious problem that needed redress, and 73% agree people often don’t know where to go when it happens.
What it means for pest control professionals
Several findings speak directly to the work NPTA members do every day. Pest control is rarely a planned purchase. Customers often call when a problem is already causing worry, leaving little time to check credentials or ask about protections, so the technician at the door is often their main source of clear information. Treatments can involve several visits, follow-up inspections and proofing, so what is included needs to be agreed from the start.
Jobs involving more than one firm cause confusion too. Pest control often sits alongside other work, such as builders repairing damage, or a landlord arranging treatment for a tenant. If customers can’t tell where one firm’s responsibility ends and another’s begins, a clear written agreement does that job for them.
There is encouraging news. Homeowners see trade associations as part of the answer: 89% believe they can turn to trade association if the business won’t put things right. Among those who had a serious problem, 56% would approach a trade body. That is exactly the reassurance NPTA membership gives customers.
What you can do now
The report sets out seven key considerations for government and industry, including a standardised home improvement contract, a unified complaints system with a single point of entry, and mandatory, affordable financial protection. Homeowners were clear: 87% want one trusted place for information, and 78% want a single quality kitemark for all the trade. We have shared these findings across the sector to support the government’s reforms for consumer protection.
But members don’t need to wait for reform. Agree a written contract before you start, covering the treatment plan, number of visits, timelines and payment. Tell customers about guarantees and how to raise a concern, even if they don’t ask. At the end of the job, leave a written service report, any guarantee and aftercare advice, including what to do if the problem returns. A customer who understands their protection is a more confident customer, and that confidence is a competitive advantage.
Consumers told us they want simplicity, clarity and surety. Competent, registered pest controllers are best placed to give it to them and TrustMark registration through the NPTA is one way to make that visible, giving customers a recognised Code of Practice, a clear route to resolve complaints and access to financial protection.
The full report can be downloaded here: www.trustmark.org.uk/pages/consumer-protection-report
Further Information
If you are not already registered with TrustMark, contact the NPTA to find out how to become a TrustMark Registered Business:
Call the NPTA office: 01773 717716 or email office@npta.org.uk
Visit the NPTA website: https://www.npta.org.uk/trustmark/
To find out what TrustMark provides for a registered business, visit the TrustMark website: www.trustmark.org.uk
