By Jon Vanstone, chair, Certass Trade Association.

In the home improvement sector, we talk a lot about trust, between installer and homeowner, in the badges on our vans, and in the schemes that promise protection.

Yet despite the emphasis, the reality is that financial protection for consumers has long been inconsistent, unclear, and too often absent.

As Chair of the National Home Improvement Council (NHIC), I have overseen a detailed report into the current landscape of consumer financial protection in our industry. This wasn’t a box-ticking exercise, it was a direct response to growing concern within Government about whether the average homeowner truly understands the protection available when things go wrong.

Spoiler alert: in many cases, they don’t. Our report draws evidence from across the sector from collaborating with insurers, certification bodies, enforcement officers, and consumer voices. It paints a clear picture: a fragmented system where protections vary based on the type of work, who delivers it, and how it’s funded.

It’s not a structure designed around the homeowner. It’s built around legacy brands and complex schemes that too often over-promise and under-deliver.

So why is Government acting now? Because large-scale retrofit and home improvement cannot succeed without public confidence. We’re asking homeowners to invest in decarbonisation, energy efficiency, and property upgrades.

However, homeowners won’t engage, especially in the current economic climate, unless they are certain that their investment is protected should a contractor go out of business, underperform, or even walk away during the job.

The Grenfell tragedy and the regulatory overhaul that followed has hardwired accountability into the wider construction sector. It is still a work in progress, but that same scrutiny is now shifting towards home improvement, where protection standards lag behind many other consumer markets.

The message from Government has been made clear through legislation that applies to all buildings, such as the Building Safety Act. The understanding that voluntary good practice is no longer enough, and if we expect residents and homeowners to spend thousands of pounds, they must know in very simple terms what protections they have.

Consumers expect to guarantee that their money is used for delivering a quality job, and that they are safeguarded in case things go wrong.

This isn’t just about insurance or guarantees. It’s about building a consistent and transparent protection system, where entitlements are clearly linked to the work being done. Homeowners shouldn’t need legal advice to understand if their deposit is protected or whether their contractor is backed by a legitimate scheme.

At the NHIC, our recent work is a first step, however the next step is collective industry action. If schemes, certification bodies, and businesses fail to act now to raise standards, simplify messaging, and prioritise meaningful protection, then legislation into the industry is inevitable. And if that legislation comes without our input, it may not be proportionate or practical for the majority of responsible traders within our glazing sector.

As Chair of both Certass and the NHIC, we need every organisation that claims to protect homeowners to reflect honestly on the real-world experience of the consumer:

• Can you explain your protections in plain English?
• Do you have confidence that they will deliver in times of need?
• Are you solving the problem in how you operate, or contributing to the confusion?

This is a wake-up call. Those who provide genuine, robust protections will thrive in this new environment. Those hiding behind marketing language and fine print will struggle and could find themselves in the spotlight as enforcement picks up.

Government is reviewing the retrofit market, not just working with industry, but also the wider public. And the public is asking for transparency, consistency, and reassurance.

Clarity builds confidence. Confidence drives investment. And investment sustains the long-term health of our sector.

If we want homeowners to invest in their homes, they must know their money is safe. That confidence starts with us and how we present ourselves both verbally, in our actions and in writing using contracts and clear guarantees.

The time for vague promises is over. Financial protection in home improvement must become simple, strong, and standard. Because consumer trust isn’t a bonus, it’s the foundation for everything that comes next and drives the revenue within our industry.