The challenge
Guardian Warm Roof, the UK market leader in conservatory roof replacement, had a legacy scheme that was open to all.
Our challenge was to establish direct relationships with consumers to strengthen brand recognition by creating a new Certified Installer scheme, restructuring and enhancing the membership processes to be aligned to the TrustMark Code of Conduct.
Our approach
To launch this pilot project, we collaborated with the client to identify an ideal segment of their existing installer base for testing.
A key focus in setting up the project was improving standards, which involved three main developments. First, introducing a Code of Practice to professionalise the installer network; second, implementing comprehensive vetting and business checks for all installers; and third, providing training courses.
To demonstrate Guardian’s commitment to quality and customer service, we project managed the journey to become a TrustMark Scheme Provider. We now handle the ongoing compliance and guide installers toward their TrustMark registration through Guardian.
As well as establishing a framework for installer quality, managing the scheme is also essential. This involves managing all leads generated through the Guardian website and phone, handling customer complaints and enquiries, and providing ongoing support as a central liaison for installers.
From the outset, we provided comprehensive reporting on lead generation, complaints, training attendance and upcoming training courses. This data proved the success of the scheme, and facilitated its transition from a pilot project to a fully operational and expanding accreditation programme.
The results
5 million +
worth of projects delivered by the installer network
TrustMark
status achieved
January 2025
Significant reduction
in complaints
Enhanced
customer data
and insights