When you hire a builder, kitchen fitter, roofer or any other tradesperson, the
law is firmly on your side if the work falls short. A new kitchen that leaks,
an extension that stalls halfway, roofing that lets in water — these are
not just frustrating, they are usually a breach of your legal rights. This
guide explains what a trader owes you, how to get poor or unfinished work put
right, and where to turn if a dispute cannot be settled. For wider guidance on
enforcing your rights, see our
legal and claims section.
Your rights when you pay for building work
Any contract for home-improvement work is a contract for services, so it is
covered by the Consumer Rights Act 2015. Under that Act, every trader must
meet three core standards, whether or not they are written into your
agreement.
-
Reasonable care and skill – the work must be carried
out to the standard of a competent professional in that trade. This is about
how the job is done, not just the finished look, so a poor method can breach
your rights even if the result seems acceptable. -
A reasonable time – if you did not agree a completion
date, the work must still be finished within a reasonable period. A job left
dragging on for months without good reason may fall short. -
A reasonable price – if no price was fixed in
advance, you only have to pay a reasonable amount. A trader cannot simply
invent a figure after the event.
Get it in writing before work starts
A clear written quote and contract is your best protection. Ask for a fixed
quote rather than a rough estimate, and make sure it sets out the work to be
done, the materials, the total price, a start and finish date, and who is
responsible for waste and making good. Keep every email, message and receipt.
If a disagreement arises later, this paper trail is what proves what was
actually agreed.
Be cautious with deposits and staged payments. It is normal for a trader to
ask for a deposit or to invoice in stages on a large job, but avoid paying
large sums up front for work not yet done. Release staged payments only as
each agreed phase is completed to a proper standard, and never let payments
run ahead of the work.
If the work is poor, unfinished or defective
Where a service does not meet the required standard, the Consumer Rights Act
gives you two main remedies. First, you can ask the trader to put things right
— known as repeat performance — within a reasonable time, without
significant inconvenience to you, and at their own cost. In practice, giving
the trader a fair chance to return and fix the problem is usually the sensible
first step, and it is expected before any formal claim.
If the trader will not or cannot put the work right, or repeat performance is
impossible, you can claim a price reduction. This can be an appropriate amount
up to the full price, depending on how serious the failure is. Set out your
complaint in writing, state clearly what you want done and by when, and keep
dated photographs of any defects. Our
template letters can help you
frame a firm, clear complaint.
Paying by card gives you extra protection
How you pay matters. If you pay for work costing more than £100 and up to
£30,000 on a credit card, Section 75 of the Consumer Credit Act 1974 makes
your card provider jointly liable with the trader if the contract is breached
or the work is misrepresented. You do not need to have put the whole cost on
the card — paying even part of it can be enough. If you pay by debit
card, Section 75 does not apply, but you may be able to ask your bank for a
chargeback to try to recover the money. Where you can, paying at least a
deposit by credit card on a large job is a wise safeguard.
Using a registered trader and dispute resolution
Choosing a trader registered with a recognised scheme adds a layer of
protection. TrustMark is the government-endorsed quality scheme for work in
and around the home, and its registered businesses sign up to standards and a
complaints process that can lead to independent alternative dispute resolution
(ADR). Many reputable trade bodies also offer ADR or an ombudsman service. ADR
lets you settle a dispute through an impartial third party without going to
court, which is usually quicker and cheaper.
The small claims court as a last resort
If a trader still refuses to put things right and ADR does not resolve
matters, you can make a claim through the courts. Lower-value disputes are
usually dealt with as small claims, a relatively straightforward process
designed to be used without a solicitor. Keep in mind that court is a last
resort: it takes time, and even a successful judgment does not guarantee the
trader will pay. Gather your evidence first and take free advice from Citizens
Advice before you start.
Persistent problems with a rented home follow different rules — if
disrepair is your landlord’s responsibility rather than a trader you
hired, see our guide to
housing disrepair. This is
general information and not a substitute for advice on your own situation, so
get tailored help where a lot of money is at stake.