A significant number of homeowners in the UK are grappling with serious challenges related to home repairs, according to a new survey commissioned by Citizens Advice. The study reveals that approximately 4.8 million households—equivalent to nearly a quarter of all homeowners—have encountered problems ranging from incomplete or unsafe work to contentious disputes with contractors over the past 18 months. The findings underscore a growing crisis in consumer trust within the home repair sector.
The Scale of the Problem
The survey, conducted by Opinium, involved 5,000 UK adults responsible for managing home repairs and improvements between February 13 and March 4. It highlights that around 1.7 million homeowners have incurred additional costs to rectify previous work or were subject to overcharging, with an average financial loss of £750 per household. Alarmingly, 10% of these individuals reported extra expenses exceeding £5,000.
The emotional toll is also significant; over one-third (37%) of those who faced issues with tradespeople reported heightened stress levels, while 12% expressed feelings of insecurity regarding the safety of their living conditions. Citizens Advice noted that the home repairs sector generated nearly 37,000 complaints to its consumer service in the previous year alone, illustrating the urgent need for reform.
Barriers to Resolution
Among the respondents who experienced difficulties with tradespeople, a concerning 82% reported facing obstacles when attempting to resolve these issues. The survey identified several key challenges: 20% cited delays in the resolution process, 16% felt ignored by their contractors, and 15% expressed uncertainty about how to escalate their complaints beyond the initial trader.
Currently, the system for alternative dispute resolution (ADR) within the home repair market is voluntary, relying on traders to opt in, which restricts the avenues available to consumers for addressing grievances. This lack of structured recourse leaves many feeling vulnerable and unsupported.
Distrust Drives DIY Culture
The erosion of trust in the home repair sector is forcing homeowners to take matters into their own hands. Approximately 28% of respondents chose to undertake repairs themselves due to a belief that they could not find a trustworthy tradesperson, while 26% delayed or avoided necessary repairs for the same reason. This DIY trend, however, is not a sustainable solution and often leads to further complications.
Interestingly, the survey also revealed that making diligent checks before hiring a tradesperson does not guarantee a trouble-free experience. More than a third (36%) of individuals who engaged a tradesperson in the last 18 months relied on recommendations from acquaintances, while 20% of those who sought approved or accredited traders found it challenging to verify their credentials.
Call for Regulatory Reform
In light of these troubling findings, Citizens Advice is urging the government to undertake a comprehensive review of the regulatory framework governing the home repair industry. They advocate for the introduction of mandatory licensing for tradespeople and the establishment of clearer pathways for consumer redress. 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.”
Moriarty emphasised that the existing issues are not merely inconveniences; consumers are losing substantial sums of money and living with unfinished or unsafe work. She stressed that a lack of trust in the market not only affects individual homeowners but also hampers the prospects of reliable traders who strive to uphold high standards.
Why it Matters
The implications of this survey extend beyond individual experiences; they highlight a systemic failure in consumer protection within the home repair sector. As households increasingly resort to DIY solutions or face mounting stress and financial loss, the need for robust regulatory measures becomes ever more pressing. Strengthening consumer protections and creating a transparent, accountable market is essential not only for safeguarding homeowners but also for fostering a competitive environment that allows reputable tradespeople to flourish. Addressing these challenges is crucial for rebuilding trust and ensuring that home repairs do not become a source of anxiety for millions across the UK.
