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Code of Practice for TrustMark
scheme
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| 1. |
Provision of clear
information on the service offered |
For other than minor
maintenance work, or emergency service work, a written specification
is required detailing work to be undertaken, materials used, proposed
timetable, price and payment method. This may take the form of
a written contract, or quotation. Clients' acceptance signatures
are recommended.For minor works/ emergency works clients are to
be advised of any call out charges, charging rates and likely
material charges, before commencing.
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| 2. |
Customer complaint resolution
procedure |
The contractor is to operate a customer
complaint resolution procedure providing prompt and appropriate
resolution. Complaint procedures are to be communicated customers.
In event of a breakdown communication or inability to resolve
a complaint the complaint may be referred to AJA Ltd for resolution,
in accordance with scheme rules.
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| 3. |
Health & Safety |
Contractors must comply with statutory
requirements. Contractors will be required to sign a Trust Mark
commitment statement to confirm. Companies with five or more employees
shall demonstrate their compliance to statutory requirements with
a written Health & Safety Policy Statement and demonstrate
that this is communicated to employees, sub-contractors and clients,
as necessary.
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| 4. |
Environment |
Contractors shall comply with statutory
requirements with regard to waste disposal, especially hazardous
waste. Contractors will be required to sign a Trust Mark commitment
statement to confirm. Sites are to be kept clean and tidy, with
waste and energy consumption kept to a minimum.
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| 5. |
Insurance Protection |
Contractors shall provide evidence
of adequate public liability insurance (recommended, £2m
minimum) and employers liability insurance, where required.
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| 6. |
Contract Variations |
Clients are to be advised of the
effects of unforeseen changes to contract/job specification, and
made aware of cost/time implications.
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| 7. |
Warranty Insurance |
Contractors shall offer clients the
facility to take out warranty insurance from an approved provider
for any contract value exceeding £250 in value (including
VAT, but excluding the cost of any installed part covered by manufacturers
warranty). Contractors shall provide warranty insurance, where
prepayment forms part of the contract .
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| 8. |
Building Control Notifications |
Contractors are to be knowledgeable
of building regulations in their work sector and make clients
aware of such regulations, assisting with notifications, as required.
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| 9. |
Responsibilities for subcontractors |
Contractors are to take full responsibility
for the competence and actions of their subcontractors.
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