Quarter of Homeowners Face Repair Issues – Survey Reveals Concerns
Estimated quarter of homeowners had problems – A survey conducted by Citizens Advice found that a quarter of UK homeowners encountered problems with their recent repair work, raising alarms about the reliability of the home improvement sector. The study, which involved 5,000 adults who had undertaken home maintenance in the last 18 months, highlighted a growing trend of dissatisfaction, with many reporting unfinished tasks, safety concerns, or unresolved disputes. This issue underscores the need for stronger consumer safeguards, as the findings suggest a systemic challenge in ensuring quality and accountability in domestic repair services.
Financial and Emotional Strains on Consumers
The report revealed that over 1.7 million homeowners faced extra costs or overcharging due to faulty work, with average losses reaching £750. Some individuals reported expenses exceeding £5,000, emphasizing the financial burden of poor service. Emotionally, 37% of affected households expressed stress from dealing with contractors, while 12% worried about their home’s safety. These effects extend beyond individual cases, creating a broader erosion of trust in the industry.
Citizens Advice noted that nearly 37,000 complaints were filed with its consumer helpline last year, pointing to a significant rise in grievances. The charity argues that this trend threatens not only consumers but also reputable businesses, as unresolved issues create an uneven playing field. Without clear mechanisms to address disputes, homeowners are often left without support, compounding their frustrations and financial setbacks.
Common Complaints and Resolution Challenges
Energy efficiency upgrades, room renovations, and exterior construction projects emerged as the most frequently cited problems. Despite seeking resolution, 82% of those affected found it difficult to resolve issues effectively. A quarter of these individuals cited slow processes, while 16% felt traders disregarded their concerns. Additionally, 15% admitted to lacking the knowledge to escalate disputes beyond the initial contractor, highlighting gaps in consumer awareness and support systems.
The current system of alternative dispute resolution (ADR) is optional, requiring traders to voluntarily engage. This lack of mandatory participation leaves homeowners without consistent access to fair solutions. As a result, many are forced to navigate conflicts alone, often without clear guidance or recourse, further deepening their dissatisfaction with service providers.
Trust Issues and Consumer Choices
Survey results indicated that 28% of homeowners opted to complete repairs themselves due to skepticism about finding trustworthy professionals. Similarly, 26% delayed or avoided necessary work, fearing potential issues with contractors. Even with thorough pre-hiring checks, these efforts did not fully prevent problems, illustrating the complexity of the market and the need for greater transparency.
Of those who relied on recommendations, 36% found reliable traders through personal referrals. However, 20% of those using accredited providers struggled to verify credentials, underscoring a lack of consumer clarity. This dynamic highlights the importance of accessible information and standardized verification processes to rebuild confidence in the home repair industry.
Advocacy for Industry Reform
Citizens Advice is calling for regulatory reforms to enhance consumer protection. Key proposals include mandatory licensing for traders and expanding dispute resolution options to make them more accessible. These steps aim to create a fairer environment where homeowners can make informed decisions and have reliable avenues to address issues when they arise.
“Too many people are being let down in their own homes by traders turning routine repairs into stressful ordeals when things go wrong,” said Dame Clare Moriarty, Citizens Advice chief executive. “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. When homeowners can’t trust a market where millions are spent every year, it damages confidence across the industry, while also making it harder for trustworthy traders to compete and thrive.”
