A recent survey conducted by Citizens Advice has unveiled a troubling reality for homeowners across the UK: approximately 25% have encountered significant problems with their most recent repair jobs. This translates to an estimated 4.8 million households grappling with a range of issues, from incomplete or unsafe work to contentious disputes with contractors over the past 18 months.
Rising Complaints and Financial Losses
The findings indicate a growing concern within the home repair sector, with Citizens Advice reporting nearly 37,000 complaints to its consumer service in the last year alone. The survey revealed that around 1.7 million homeowners had to foot the bill for resolving issues stemming from previous work, incurring an average loss of £750. Alarmingly, 10% of those surveyed faced additional costs exceeding £5,000.
These financial strains are compounded by emotional distress; over a third of affected homeowners (37%) reported feeling stressed due to their repair experiences, while 12% expressed feelings of unsafety in their own homes.
Common Issues Faced by Homeowners
The survey identified the most prevalent problems associated with home repairs, which primarily involved energy efficiency upgrades, room renovations, and external wall and roofing work. Among those who attempted to resolve issues with contractors, a staggering 82% encountered obstacles in the process.
Barriers included lengthy resolution times (20%), traders ignoring their concerns (16%), and a lack of knowledge on how to escalate complaints (15%). Current alternative dispute resolution (ADR) mechanisms remain voluntary, requiring traders to opt-in, which limits consumers’ options for recourse.
Distrust in the Repair Market
A significant 28% of homeowners who arranged repairs in the past 18 months chose to undertake the work themselves, citing a lack of trust in finding reliable contractors. Furthermore, 26% delayed or avoided necessary repairs for the same reason. Citizens Advice stressed that merely increasing consumer awareness and verification checks would not adequately address the deeper issues plaguing the market.
The survey revealed that just over a third (36%) of those who employed a trader in the last 18 months secured their services through personal recommendations, while 20% reported difficulties in verifying the credentials of approved traders.
Calls for Regulatory Reform
In response to these alarming trends, Citizens Advice is urging the government to reassess regulations governing the home repair industry. Their recommendations include the introduction of mandatory licensing for traders and the expansion of accessible dispute resolution pathways.
Dame Clare Moriarty, Chief Executive of Citizens Advice, stated, “Too many people are being let down in their own homes by traders turning routine repairs into stressful ordeals when things go wrong. Consumers aren’t just facing minor issues—they’re losing significant sums of money, living with unfinished or unsafe work, and are being left to fend for themselves to get problems resolved.”
Moriarty emphasised the need for stronger consumer protections, advocating for a comprehensive register for traders and a clearer, mandatory route for dispute resolution to elevate standards across the industry.
Why it Matters
The implications of this survey are far-reaching. With a significant proportion of homeowners unable to trust the repair market, not only are consumers suffering financial losses and emotional stress, but reputable traders also face challenges in competing effectively. Strengthening regulations and consumer protections could restore confidence in the sector, ensuring that homeowners receive the quality service they deserve while enabling trustworthy contractors to thrive in a fair marketplace.
