Essential reading for retailers and suppliers in the home improvement market

63% of homeowners admit to not knowing where to start with DIY tasks, says YouGov

Published: 13 April 2018 - Kiran Grewal

A new survey from YouGov, on behalf of John Lewis Home Solutions, has found that the nation's homeowners are turning to tradespeople to carry out even the most basic DIY tasks rather than attempting it themselves. 78% said they would use a trusted professional to carry out home improvement tasks, with a further 63% of those surveyed admitting to feeling uncomfortable completing tasks such as plumbing.

Those surveyed in London were the most uncomfortable with undertaking DIY jobs, including changing a fuse and fixing a leaking tap. The survey also found that the task of ultimately booking the job was undertaken by both men and women in equal measure.

Home Solutions by John Lewis is a new service, launching in London and Berkshire, which allows customers to source and book trusted tradespeople for a wide range of home improvement services.

Head of John Lewis Home Solutions, Richard Ambler said: 'We are delighted to roll out our Home Solutions service across London and Berkshire, particularly as our research shows that this audience is more often than not turning to professional tradespeople for jobs around the house.

 

'We are now making it even easier for customers to ensure they are getting the best possible service for these jobs – as we understand how time-consuming and stressful it can be. With more people than ever looking for 'Home Solutions,' we're proud to offer just that alongside the exceptional service expected of John Lewis.'

The survey also suggested that more British home owners than ever before are turning to trusted tradespeople to fix up their homes, potentially driven by the 'fear of messing up' (FOMU), with 32% of those surveyed admitting they were now more likely to turn to a professional DIY'er than they were five years ago.

But although as a nation we may be commonly turning to others to do the jobs we can't, one thing is still valued more than ever - trust. The survey found 83% of homeowners claimed trust was the most important factor when inviting someone into their home to do the fixing, with those who have hired tradespeople most commonly seeking out recommendations from friends and family (65%). The research also found that 76% of respondents agree that it is important that a tradesperson’s service is good value for money and that they possess the necessary qualifications. 88% said they would be likely to review credentials before booking a tradesperson. 

The top five factors when booking tradespeople are:

Trust (83%)

Value for money (76%)

Credentials (76%)

Ease of booking (41%)

Recommendations from previous customers (38%)
 

The John Lewis Home Solutions service allows customers to source and book trusted tradespeople for a wide range of services, including gardeners, electricians and painters, online or via the app, all of whom have been vetted and approved by a specialist John Lewis Partner. This involves an intensive five-stage recruitment process, which includes the viewing of past work to ensure only the best tradespeople are offered to all customers searching DIY solutions.

The new service also comes with a 12-month guarantee from the retailer, with John Lewis taking responsibility for the quality of work completed – meaning that those using the Home Solutions service will be subjected to the same outstanding service that customers can expect from the high street store.

The new Home Solutions service has already been trialled throughout the UK and this week is being rolled out across selected areas in London and Berkshire.
 

 

 

Source: John Lewis Partnership

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