Suffolk Trusted Trader Case Study - Merlins Property Services

Wednesday 10 June 2026

Where the magic happens: the partnership that puts every trade under one roof

Merlins Property Services is a Trading Standards Approved Suffolk Trusted Trader, a small but dedicated multi trade team based in Ipswich and covering homes across Suffolk.

The business began life as a sole trader operation with one simple aim: to deliver a quality service customers could rely on. I had been helping to run the business since 2008, and in 2020 I took over full ownership. Today Will and I run it together as a partnership, with a team of five working out of Ipswich and serving the surrounding Suffolk area.

Right from the start, the motivation behind Merlins has been to offer a genuine range of services under one roof, so customers do not have to bring in different trades for different parts of the same job. From household maintenance, painting and decorating, kitchens and bathrooms, through to plumbing, flooring, fencing, patios and guttering, one call covers the lot.

We had been approached by schemes before. This one was different

When Suffolk Trusted Trader first approached us, I will admit we were dubious. Over the years we had been contacted by similar sounding schemes, although nowhere near as thorough, and they were always just trying to sell traders advertising with minimal checks. Suffolk Trusted Trader was not like that at all. The emphasis has always been on the quality of the traders, and the more we looked into it, the more it seemed like a great way to safeguard customers and promote our business at the same time.

The vetting process was very stringent and a bit overwhelming at first, but once we started there was always help available to explain exactly what was needed. It was genuinely reassuring to see traders being thoroughly vetted by Trading Standards, and to know that not everyone is accepted as a member.

The proof is in the phone calls

Membership has more than met our expectations. We have definitely seen an increase in customers, and even when people do not contact us through the Suffolk Trusted Trader website, they email or call and mention that they found us on Suffolk Trusted Trader.

“Joining Suffolk Trusted Trader was one of the best decisions we have made. It has increased our customer base and provides reassurance to our customers.”

Since joining in 2023, more than 20 customers have taken the time to leave a review on our Trusted Trader profile, where we hold a 5.0 out of 5 rating. For a team like ours, that feedback means everything.

Flying the flag

We promote our membership wherever we can. You will find the Suffolk Trusted Trader logo on all of our advertising, on our website and social media, on our invoices and quotes, and on our vehicle stickers. We feel it is important for customers to know that we have been fully vetted as part of the Trusted Trader scheme.

The Trusted Trader team themselves have been really helpful with advice and quick to respond whenever we have needed them. It is reassuring to know that if we ever need help, they are only a phone call or an email away.

Looking ahead

Over the years we have built strong relationships with our customers and our suppliers, and we always try to work with local businesses for materials wherever possible. Like every quality business at the moment, we are working hard to balance the ever increasing cost of materials while staying affordable for our customers, and we always strive to give the best value we can.

That is what Merlins has been about from day one: quality work, fair prices and one trusted team that customers can call on for whatever their home needs next.

Julie Thacker and Will Pawlowski
Partners, Merlins Property Services

• View Merlins Property Services Suffolk Trusted Trader profile.
• Read Merlins verified customer reviews.
• If you would like to become a Trusted Trader, you can apply here
• If you are a Trusted Trader and would like to leave a case study either as text or as a video, get in touch.