8 minute read
Renovate Your Home Worry-free
Revolutionary new app designed for homeowners and tradespeople to protect the money in their projects and form better working relationships.
By Hannah Wilson
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Above: Tim Mullock with Sam Johnstone
Since the beginning of the pandemic, the home improvement market has seen a massive influx of people wanting to transform their homes. Being unable to go on holiday has meant many people have more cash to splash, with research by Attic Self Storage finding that homeowners are planning to spend £6,531 on average per household in 2021. Passing every waking moment at home for the past year has likely encouraged more people to make a few changes as well.
Yet many still struggle to find a trustworthy tradesperson. Could it be that with television programmes like Rogue Traders and Cowboy Builders, homeowners are reluctant to spend thousands of pounds at the risk of it going wrong? Or is it more the fact that a dwindling number of skilled tradespeople are unable to meet the needs of the public – especially in the current climate?
When securing a booking, in order to cover that period for installation and the materials required, tradespeople will often sensibly ask for a deposit for their own financial protection. If you are not 100% trusting in the relationship yet and the start date for your project appears as a speck on the horizon – it can be an unnerving leap of faith to commit a large sum of money into another’s hands.
When demand for home improvements is so high, the unfortunate reality is that even poorquality trades are able to find work and charge top money, because people are not used to having to wait long periods to get jobs done. If this results in a bad experience then it just reinforces the false notion that tradespeople don’t care and deliver less than is expected of them.
The reality is that there are still a large number of highly skilled, friendly, dedicated, honest men and women committed to customer satisfaction. The question, without a simple answer, is how do you find them?
Recommendation sites appear to offer this holy grail; however, the question is – why, in times of such plenty, do top tradespeople need them and does having a five-star rating really assure an excellent level of service?
In order to meet demand, many successful tradespeople are expanding their operations by taking on more workers and coordinating more jobs simultaneously. For those successful, this leads to a wide and happy client base but for others, without a well organised machine, they end up dropping their high personal standards due to not being able to ‘see the wood for the trees’. It is in this maelstrom that communications breakdown or
- Research by Attic Self Storage
Above: Sam Johnstone, West Bromwich Albion goalkeeper
become misinterpreted and the ever so important extra details - valued by the customer – get missed.
So maintaining clear communications that define a successful project, reassuring customers that their money is safe, and providing clients with a structure of checks that build confidence their project is on track could result in a brew and a biscuit and smiles all round.
WOULDN’T IT BE GREAT IF A SYSTEM ENCAPSULATED THESE PROCESSES?
Launched to the trade industry in April 2021 by a Lancashire-based tech start-up, the Kiistone app allows tradespeople and customers to agree job specifications and budgets ahead of work commencing. Customers can track each part of the job, ticking off each task as the work progresses, so that they know exactly what is happening and can keep an eye on their budget.
The messaging system within the app allows both parties to communicate effectively, with messages saved to prevent misunderstandings and provide references for decisions made earlier in the project. No conversations are lost in emails or text messages and both parties know what has been decided and when.
The in-app flagging system makes it easy and straightforward to flag up any issues that arise during a project. Perhaps a pipe has started leaking or the paint being used is the wrong colour. Simply upload a picture of the problem with a short description. Once the tradesperson has seen this, the customer is notified for their peace of mind. The tradesperson having addressed the flagged issue lets the customer know it is resolved for their inspection, allowing them to easily tick it off and be comforted that their concerns are dealt with.
Payment for these projects, including any deposit required in advance, is taken and held independently by the largest Escrow provider in Europe. This neutral banking facility means that customers know their tradesperson can’t receive funds until they are happy to release it and the tradesperson can buy materials and commit time to a project, reassured that the money is there for immediate payment on completion. Neither party can touch the payment until agreement is reached that the job is finished to a high standard - resulting in everyone’s focus being on a job well done and peace of mind for all concerned.
Breaking a project into smaller work-packages with set money milestones means that potential issues are limited in size. A method of resolving issues as they arise cements and enhances a better working relationship, as opposed to problems festering and disputes arising at the end of a project, spoiling what should have been a great experience for all.
It is important to note that for a tradesperson there is no better feeling than driving away from a project with the personal pride of knowing the job was well finished and you’ve made your customer’s vision a reality.
The innovative app was developed by CEO of Kiistone Tim Mullock, who has 20 years’ experience in improving homes in the Lancashire area and has seen the best and worst it has to offer. He said: “The biggest issue that we’ve still got today is a lack of trust between the customer and the trade.
“Customers who have watched programmes such as Rogue Traders have begun to treat tradespeople with a certain level of distrust. While it is undeniable that there are some cowboys out there, professional tradespeople often find themselves tarred with the same brush, which doesn’t make for good customer relationships.
“On the flipside, tradespeople can experience lack of understanding from customers or unrealistic expectations, which can lead to disputes over final invoices.
“The Kiistone app has been designed to provide a professional solution for both parties, providing absolute clarity to customers at all stages of the project and ensuring fair payment for the job delivered.”
Above: Sam Johnstone, West Bromwich Albion goalkeeper
As well as the Escrow solution, the app provides further functions to help tradespeople and homeowners manage their projects, including diary, flagging, and communication features. It also links to the Kiistone Community website, which delivers industry news, guidance and support for trade businesses and homeowners.
The Kiistone app has seen high-end endorsement, specifically from West Bromwich Albion goalkeeper Sam Johnstone. Preston-born Johnstone was one of the first users of the app, having been asked to beta-test it during the full refurbishment and extension of his family home in Altrincham. He was so impressed by the experience he has now become a shareholder in the company.
- Sam Johnstone, West Bromwich Albion Goalkeeper
Johnstone said: “When we were planning a major refurbishment of our family home, including a fully-fitted extension, all new bathrooms and driveway, I was offered a chance to road test the app by the project manager. It seemed like a really good idea, so I was happy to give it a go. I don’t know anything about building works, but having the project broken down into stages helped me feel in control of the progress and my budget.
“It ended up being a great experience and I feel confident it will be able to help others too, which is why I’m really pleased to have come on board with the company as a shareholder. Not only do I think it’s a great app, but it’s something I believe will really help change the way things are done for the better, both for trades and for the general public who require their services.”
Along with the app, the Kiistone Community has been developed for both tradespeople and customers, bringing them the latest industry news and giving them a space where they can build up their profiles, join groups, and post and answer queries on dedicated forums. Such as - Do you want to know if you need planning permission for a conservatory? Ask on the forums and another member can help you out.
Keep an eye out on the community for exclusive events and competitions run by Kiistone. In December 2020, Kiistone gifted a customer member £500 to help them with their home renovation project over Christmas.
The Kiistone app is set to be a game changer in the trade industry, making cowboy builders a thing of the past and building back the trust that has been lost between tradespeople and homeowners. Creating a community of tradespeople who take pride in their profession and do the best work possible for their customers is the ultimate goal of the Lancashire-based tech start-up.
Join the Kiistone Community for free and receive not only the app but also dedicated forums for help and advice, news articles and home improvement ideas, and guidance on health and wellbeing. Tradespeople can now use the app for free for four months by going to: www.kiistone.co.uk
