Tips and advice for TrustMark photo evidence

This webpage has been created to help grant recipients delivering through the Social Housing Decarbonisation Fund Wave 2 to address challenges identified with missing or non-compliant TrustMark photographic evidence. 

The page aims to ensure that all installations are documented correctly, helping teams to avoid failed uploads, unnecessary call-backs and delays with compliance sign-off.

You are welcome to share this webpage with any colleagues involved in or responsible for site evidence. However, please note key stipulations below:

  • this guidance is based on current best practice and common compliance needs
  • requirements may change over time
  • always refer to the latest guidance from TrustMark and your scheme provider.

Benefits of following this guidance:

  • No need to return for missed photos

  • Smoother handover and faster sign-off

  • Better compliance with TrustMark and PAS 2035

  • Stronger case files that stand up to audit

  • Reduced chance of failed access due to return visits

Why this matters

Missing or insufficient photographic evidence continues to be a barrier to successful project delivery. Upload issues, return visits to properties and non-compliance with TrustMark standards have all been noted across both the Home Upgrade Grant and Social Housing Decarbonisation Fund schemes. 

Repeat visits not only use up valuable time and resources, they’re also proven to increase the risk of non-access, which can lead to incomplete projects and missed funding opportunities. It's always better to get the evidence with a “right first time” approach.

By implementing advice shared below, we hope that you will:

  • save time 
  • avoid repeat visits
  • improve the accuracy and quality of TrustMark submissions

General requirements (applies to all measures):

  • all photos must be geotagged and include the date, time and location
    • geotagging and timestamp camera apps can help to save time and meet requirements, search for ‘timestamp camera’ via the relevant app store
  • images must be clear and well-lit, taken from sensible angles to show full context and free from obstructions (e.g. tools, hands or people)
  • use landscape orientation wherever possible
  • label each photo file clearly so it can be e.g. "ASHP_mid_install_pipework.jpg".

Useful option: you can place all photos into a Word Document, add a short caption under each (e.g. "loft hatch insulation") and save as a PDF for upload via Trustmark. This method can reduce failed uploads and file size issues. However, when doing so, please ensure all images are clear and measures are visible within the document. It’s possible Microsoft Word may compress small files which can negatively impact image quality.

When to take photos:

When to take photos:

  • mid-installation: to show the work being done (e.g. insulation before boarding)
  • post-installation: to show the finished produce and final result, labels and any controls or meters

Tips to meet photo requirements, by measure (A-Z)

Quick actions to mitigate common mistakes:

  • Double-check that geotagging is turned on in your camera or phone settings

  • Take a few extra photos to ensure coverage from various angles

  • Double check serial numbers and labels are clearly legible

  • Make the most of natural light and use a flash if needed

  • Check for reflections or glare that may obscure key details

  • Keep your lens clean, blurry photos are often caused by dust or smudges

  • Take a moment to review your photos on-site before leaving

Additional support and resources can be found at the following links:

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