Over 700 home improvement complaints a week, Citizen’s Advice figures show
More than 700 complaints a week are being made about home improvement and maintenance work, according to new figures from Citizens Advice.
The charity’s Consumer Service received 36,534 complaints between July 2024 and June 2025, with more than half – 19,281 – relating to substandard workmanship.
Other recurring problems included delays or failure to provide services, faulty goods, breaches of contract and poor customer service.
Roofing tops the list
The most complained-about work was roofing, roof sealing and chimney repairs, with 8,126 complaints – 22.2 per cent of the total. Major renovations such as loft conversions and extensions were next, with 4,365 complaints, followed by window frames and doors (3,856), plumbing (2,629) and fitted kitchens (2,594).
Rogue traders still active
One in seven complaints involved scams or rogue traders. These cases can involve consumers paying for services that are never carried out, being pressured into agreeing to unnecessary work, or being charged high prices for poor-quality materials.
Common issues reported
Citizens Advice says it has helped people facing a wide range of problems, including:
- Damaged property during work
- Jobs left unfinished or delayed for months
- Products or fittings not working as promised
- Extra costs added without agreement
- Being ‘ghosted’ by tradespeople after payment
Expert warning
Jane Parsons, Consumer Expert at Citizens Advice, said: “The summer is a peak time in which people look to improve or renovate their homes and gardens, but unfortunately, things don’t always go to plan. Every year, we hear from thousands of people who are left out of pocket, waiting weeks or months for work to be completed, subjected to poor quality work – or even scammed.
“It’s so important consumers know what steps to take when there’s an issue. It can make all the difference in getting the problem fixed or getting a refund. And it’s also important for people to know how to find tradespeople that can be trusted.”
Top tips from Citizens Advice
Find a trader you can trust – Check approved trader lists from your local council or trade associations. Many councils publish lists of vetted traders online.
Gather evidence – Keep all paperwork and receipts, take clear photographs of the work, and make notes with dates and times to help support any claim.
Know your rights – Under the Consumer Rights Act 2015, work must be carried out with ‘reasonable care and skill’. If not, you can request it be fixed or seek a refund.
If you can’t agree – If paying by card, you can complain to your card provider. You might also be able to use alternative dispute resolution (ADR) to settle the matter without going to court.
Get further help – Contact the Citizens Advice Consumer Service on 0808 223 1133, or 0808 223 1144 for Welsh language speakers, for free advice.
Scale of the problem
Home maintenance and improvements were the second-largest category of complaint handled by the Consumer Service in the past year, behind used vehicle issues (17.8 per cent of all complaints).
In the previous year, there were even more complaints – 41,624 – showing a slight fall in volume but a continued high number of concerns.
Citizens Advice says public awareness is key to reducing the number of people caught out by poor workmanship or scams. It is encouraging homeowners to take time to check credentials before agreeing to work and to be cautious of tradespeople who ask for full payment upfront.
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