« Previous | Contents | Next »
Listen
Volume 6
The next step
1.23. The focus now lies with identifying a framework that would raise the bar in terms of the level of service delivered to the public. Strong foundations have already been built in Scotland. The next step is to unify and build upon the existing services so that it meets fully the solutions and features as described earlier in this paper.
1.24. A minimum standard has already been established at which any framework would need to operate. We have looked at the foundations of the framework and upon how these need to be built in order to ensure strong take up from traders and usage by homeowners to ensure its sustainability. To enable homeowners to become familiar with the framework, it needs to gain public confidence by identifying and publicising the benefits of using it.
1.25. The following is a list of components which are likely to be central to any framework operating in Scotland.
Component 1 National v local
1.26. This is about how the framework should be delivered. A framework could be delivered on a national level that recognises and works in conjunction with those schemes that operate at a local level. Homeowners would be able to access the framework at whatever point, whether that be nationally or locally. However, no matter what the point of entry, they would have access to the same information and be able to choose from the same set of traders. This allows the framework to have no limitations in terms of local boundaries. It also allows those local authorities who wish to establish a scheme at a local level to do so. At the same time a national framework enables universal coverage throughout Scotland and puts no onus on local authorities to set up a scheme should they consider they do not have the resources to do so. A framework could also be delivered locally through each of the 32 local authorities. Alternatively those local authorities who do not wish to set up a scheme specific to their area could buy in to the services and skills of those local authorities who have set up a scheme.
Component 2 Choice
For the homeowner
1.27. This is about encouraging the homeowner to want to use the framework and view it as a useful resource when sourcing a trader. From our research we have found that homeowners are primarily concerned with the 'front end' service when first looking for a trader. They want to know about the price, standard of work from previous jobs the trader has undertaken, level of service received from the trader and the resulting level of customer satisfaction. The amount of information the homeowner wants to know about the trader also varies with the level of job that needs to take place in their home.
1.28. Different homeowners want to know different types of information about the trader depending on the type of job they wish to undertake. Not all homeowners have the same requirements in terms of the level of accreditation they seek from a trader. Therefore all homeowners may not require the same level of accreditation from a framework. Some may be happy with a word of mouth recommendation, whereas others may wish to seek out more detailed information about the trader's background. At times it is only when a job goes wrong that homeowners take an interest in the finer details about the background and accreditation of the trader.
For the trader
1.29. As has already been stated earlier in the paper, some traders already have so much work that they have no interest in becoming a member of any framework. Therefore to encourage them to join the framework, it needs to be seen as something that would benefit their business. Some traders may only require a certain level of accreditation appropriate to the needs of their business. For others it may be appropriate to or even required in order to carry out their job to achieve a higher level of accreditation.
1.30. Therefore a main principle the framework needs to address is that of choice. How can the framework offer choice to both the homeowner and the trader? What choice needs to be available to ensure the public will want to use the framework and traders will want to become a member of it?
1.31. Through discussions with a number of stakeholders there is a degree of interest in considering the option of two levels of accreditation operating within the one scheme.
1.32. The first level would offer a lower level of accreditation than the second. However, the first level would still offer a fairly comprehensive level of accreditation. The second level would be for those homeowners who require a little more assurance on routes to redress and perhaps the level of qualifications they require of a trader. Such a level could be similar to that in operation under CLE. Information would be made available as to what the homeowner can expect from accessing a trader from each level. Likewise information would be made available to the trader to enable them to decide either what level they already fit into or what level they would prefer to join in order to meet the needs of their business. The purpose of the differing levels is to offer a choice to both the homeowner and the trader that meets their needs. The decision is left to the homeowner as to what trader they would wish to choose from and at what level. The decision is left to the trader as to what level of criteria they would wish to meet which is appropriate to the needs of their business. The option would be there to join a different level of accreditation at a later stage.
1.33. Further consideration is needed with regards to the detail of what should constitute level one and level two accreditation.
Component 3 Access
1.34. The framework needs to be made accessible throughout Scotland. The most obvious way to do this is by means of a website. The website should be an interactive one that lists customer feedback and contains information about the trader in relation to each of the criteria required to join the framework. There should also be a function that allows traders to give their view about a job when they receive feedback that a customer is unhappy with their workmanship. An example of such a website and how it would work in practice is the Referenceline website http://www.referenceline.com/. Referenceline currently administer the website for the trusted trader scheme in Dundee. In addition to the website there would also need to be telephone and postal access for those homeowners who do not have internet access.
Component 4 Sustainability
1.35. For any framework to be sustainable there needs to be a healthy level of both membership and patronage for it to be used ever increasingly. In addition to choice any framework needs to be seen as accessible not only through use of a website but in conjunction with common branding that instils trust and confidence. The framework needs to achieve over time a brand value, where it becomes almost synonymous with trust and the first stop in the route for the repair and maintenance of homes. The more the framework is used, the more potential there is to introduce an element of self sufficiency into the framework over time. There would be a national brand that any framework operating at a local level would include in any promotional material they produced to demonstrate to the public that although there is a local scheme this is still part of the framework at a national level.
Component 5 Vetting and trust
1.36. For any framework to be regarded as trustworthy, clear and accessible information about the framework needs to be made available in a user friendly format. Elements which instil trust are level of experience, qualifications, feedback on past work, clean trading history and what happens when things go wrong, including whether there is an effective complaints procedure and an effective mechanism for redress. It is clear that the level of accreditation required to join the framework, and a route to redress, are the foundations which are most important when establishing the framework. However, communicating these in a way that homeowners and traders understand and see as an attractive proposal is the only way that will encourage them to take an interest in the framework, thus informing their choice to use it.
Component 6 Monitoring and evaluation
1.37. Once traders have joined the framework it will be important to ensure the information held about the traders is up to date and accurate. It would be necessary for a mechanism to be in place which could carry out inspections on the trader at set time intervals. Such a function could be carried out by construction bodies for those members who belong to one as they do at present. For those traders who are not a member there would need to be a function within the framework that could oversee such a role. This could either be carried out in-house or could be commissioned externally. Further consideration needs to be given to the process for monitoring and evaluating the standard of workmanship and the administration of such a process.
Component 7 Professional construction bodies
1.38. A number of construction bodies already play a significant role in Scotland with regard to the skills, qualifications and regulation of their members. The role of construction bodies in Scotland is an important one and plays a significant part in pushing the importance of skills development and qualifications within the sector. No matter at what level a member of the industry joins the framework, it will always be necessary to encourage them to maintain their level of skills if not to improve upon them. In addition, there may be scope for the framework to link with the work taking place with modern apprenticeships in the building trade in Scotland.
Component 8 Potential liability
1.39. There is an issue of how complaints can be dealt with fairly and quickly when a job is carried out to an unsatisfactory standard,. Currently in the CLE scheme there are such systems in place. These are either addressed by CLE itself or by the trader's construction body. There is also a requirement within the CLE scheme that members must provide evidence of public liability insurance to a minimum level of £2 million. A national framework in Scotland would need to offer a similar service. There would probably be the possibility of having differential levels of redress within the framework. However, there would need to be a minimum standard level of redress at all levels in the framework. While at the same time offering the homeowner assurance, such a level of redress should be something the framework is confident it could deliver on should the need arise. This is an area of the framework that needs further consideration.
« Previous | Contents | Next »