Cowboy tradesmen are under fire again because of reality TV shows highlighting poor service and shoddy workmanship, according to a new survey from Norwich Union Home Emergency.
Workmen who rush off halfway through a job to work on something else, and those who leave a mess behind them, are particularly infuriating.
The research, commissioned by Norwich Union Home Emergency, shows that 80 per cent of people believe reality TV programmes are provoking the usually “stiff upper lip” Brits to demand better service and improved communication from tradesmen.
And nine out of ten want workmen to listen to and act on customers’ concerns, and follow a code of “workman etiquette”.
But despite the obvious discontentment, half of people surveyed said they still find it difficult to manage workmen as they’d like to.
Suzanne Larke, Home Emergency manager, comments: “Norwich Union Home Emergency approved workmen are well versed on workman etiquette. However, some householders may find themselves using an unaccredited tradesman to deal with a home emergency, so it’s important that they discuss the work before the repairs begin.
“Simple tips - such as asking how the emergency is going to be handled, how long the job is expected to take and importantly, what the cost will be - are all too often ignored by timid householders. Our workman etiquette tips aim to bridge the communication gap between householders and tradesmen at a time when nerves can already be frayed.”
Despite the lack of trust, over a third of people surveyed admitted to hiring an unaccredited workman in an emergency situation, without seeking referrals or checking company qualifications first. A quarter of these admitted to feeling “vulnerable”, “nervous” and “like a stranger in their own home”.
Suzanne Larke continues: “Over a quarter of the people we spoke to said they felt uncomfortable handing over security codes and keys to strangers, and expressed frustration that this is considered the norm. If you feel this way, say so – and arrange a time for the workman to come back and finish the repairs.”
Norwich Union Home Emergency Cover shared the survey results and workman etiquette tips with the UK Trade Confederation. Commenting on these, Chris Addams from the UK Trade Confederation said: "The survey results are an important guide for contractors, highlighting the main concerns that customers have when using workmen. Customers who follow the tips will find that their overall experience of using tradespeople is enhanced. The Norwich Union Workman Etiquette Initiative can only be seen as a good thing for consumers, contractors and the industry in general."
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Media Contacts:
Kerrie Mitchell or Charlotte Speedy at QBO Bell Pottinger on 020 7861 2424
Liz Kennett or Sally Leeman at Norwich Union Press Office on 10603 684 225
Notes to the editor:
- See attached top tips for consumers and workmen (Appendix 1)
- Norwich Union Insurance commissioned TNS online research amongst 1047 adults aged 16 – 64 from the 5 – 8 May 2005
- See attached detailed survey statistics (Appendix 2)
Norwich Union Home Emergency
For more information about Home Emergency Cover, customers should call 0800 096 4703 or visit www.norwichunion.com/homeservices
- Hotline number for claims – open 24 hours a day, 365 days a year
- One phone call sends out an approved tradesman – with same day attendance in most cases.
- No excess to pay on claims
- You can make an unlimited number claims
- Cover is for up to Ł500 per claim to include, call out, parts and labour
- All permanent repairs are guaranteed for a minimum of 3 months
- No varying levels of cover and pricing, so Ł6.95 a month covers all types of emergency
About Norwich Union Insurance
Norwich Union is the UK's largest insurer with a market share of around 13 per cent.
With a focus on insurance for individuals and small businesses, Norwich Union insures:
- one in five households
- one in seven motor vehicles
- more than 800,000 businesses
Norwich Union products are available through a variety of distribution channels including brokers, corporate partners such as banks and building societies and Norwich Union Direct.
Norwich Union Insurance Limited Registered in England No 99122. Registered office: 8 Surrey Street, Norwich, NR1 3NG. Authorised and regulated by the Financial Services Authority. Members of the Aviva group.