TrustMark Proposed Scheme Changes: What They Could Mean for Retrofit Delivery

TrustMark has opened a consultation on proposed changes to its quality scheme, with the aim of strengthening consumer protection, improving oversight and creating clearer responsibilities across the home improvement and retrofit sector.

For housing providers, councils, landlords, contractors and retrofit professionals, the proposals are worth understanding. They point towards a stronger focus on accountability, evidence, financial protection and quality assurance as retrofit activity continues to grow.

Why TrustMark is consulting

TrustMark is the Government Endorsed Quality Scheme for work carried out in and around the home. It plays an important role in government-funded retrofit schemes, where quality assurance, consumer protection and clear evidence are essential.

As retrofit projects become larger and more complex, there is a growing need for stronger oversight. A single project can involve clients, contractors, installers, assessors, coordinators, designers, scheme providers and residents. When responsibilities are not clear, issues can become harder to resolve.

The consultation is about making the system clearer, stronger and more transparent.

What changes are being proposed?

The consultation sets out several proposed changes to the way the TrustMark scheme operates.

These include:

• A more direct relationship with Registered Businesses and individuals, including retrofit professionals such as Retrofit Assessors and Retrofit Coordinators.

• A clearer route for consumer support, with TrustMark proposing to become a single point of contact when issues need to be resolved.

• Stronger financial protection, helping to give consumers more confidence when work is carried out under the scheme.

• Expanded use of the TrustMark Data Warehouse, supporting better visibility, traceability and evidence across projects.

• Changes to registration and lodgement fees, which could affect how businesses and projects engage with the scheme.

For the retrofit sector, these proposals suggest a stronger emphasis on accountability, documentation and quality control.

Why this matters for housing providers

Housing providers and councils are already under pressure to improve existing homes, reduce energy demand, address damp and mould risks and prepare for larger retrofit programmes.

If the proposed TrustMark changes are introduced, clients may need to think even more carefully about how projects are planned, procured, evidenced and delivered.

This means asking practical questions early:

• Are retrofit roles and responsibilities clearly defined?

• Is there a proper evidence trail from survey to handover?

• Are design decisions being recorded and justified?

• Are complaints and resident issues being tracked?

• Are financial protection and compliance requirements understood?

• Is data being captured consistently?

A stronger focus on protection and evidence

Consumer protection matters because retrofit affects people’s homes, comfort, health and long-term running costs.

Poor retrofit can lead to damp, mould, poor ventilation, cold bridging, overheating, resident complaints and higher maintenance costs. In funded schemes, weak evidence can also create compliance issues long after the works are complete.

The proposed changes place more emphasis on traceability and support if something goes wrong. For housing providers, this reinforces the need to make good decisions at the beginning of a project, not just collect paperwork at the end.

Good retrofit depends on selecting the right measures, designing them properly, installing them competently and evidencing the process clearly.

What should organisations do now?

The changes are still under consultation, so organisations should not treat them as final. However, this is a useful moment to review current retrofit processes and identify any weaknesses.

Housing providers, contractors and landlords should consider:

• How surveys and assessments are recorded

• Whether retrofit roles are clearly understood

• How design decisions are reviewed and evidenced

• Whether installation quality is checked at key stages

• How resident communication and complaints are managed

• Whether handover evidence is complete and consistent

The direction of travel is clear. Retrofit is becoming more evidence-led, more accountable and more closely scrutinised.

For well-prepared organisations, that should be a positive step. It supports better standards, protects residents and helps build confidence in retrofit at the point when the sector needs to scale.

How Target Green can help

Target Green supports housing providers, councils, landlords and contractors with design-led retrofit services across the UK.

Our team can assist with retrofit assessments, PAS 2035 design and coordination, technical detailing, compliance advice, planning support and construction phase support.

If you are reviewing your retrofit processes in light of the proposed TrustMark scheme changes, Target Green can help you develop a practical, compliant and evidence-led approach from survey through to completion.