Survey Finds One in Four Homeowners Had Repair Problems
Estimated quarter of homeowners had problems – A new survey by Citizens Advice reveals that approximately one in four homeowners faced issues with recent repair jobs, highlighting a widespread concern over service quality in the home improvement sector. The findings indicate that a significant number of consumers reported problems such as unfinished work, safety risks, or unresolved disputes with tradespeople. Over 4.8 million households encountered these challenges within the past 18 months, raising questions about the reliability of repair services in the UK.
Financial and Emotional Impact of Repair Disputes
The survey shows that more than 1.7 million homeowners experienced financial setbacks due to repair issues, either by paying additional costs or facing overcharging. On average, these individuals lost £750, emphasizing the economic burden of unresolved repair conflicts. Additionally, emotional distress was prevalent, with over 37% of respondents stating that their problems with traders caused them stress, and 12% feeling their homes were no longer safe.
“Consumers aren’t just facing minor issues—they’re losing significant sums of money, living with incomplete or unsafe work, and being left to resolve problems on their own,”
noted the survey’s findings, underscoring the growing frustration with the repair industry.
Common Complaints and Resolution Difficulties
The most frequent complaints centered on energy efficiency upgrades, room renovations, and external construction projects, which accounted for the majority of grievances. However, the process of resolving these issues proved challenging for many. Of those who took action after encountering problems, 82% faced obstacles, with delays and lack of trader responsiveness being major contributors.
The survey estimated that a quarter of homeowners had problems, and 20% cited delays as a primary issue, while 16% felt their concerns were ignored. Another 15% admitted they were unsure how to escalate disputes, pointing to a lack of clear resolution pathways. These barriers suggest that the current system may not adequately support consumers in seeking justice.
Voluntary Systems and Consumer Behavior
Alternative dispute resolution (ADR) in the home repair sector is currently voluntary, requiring traders to opt in. This system limits homeowners’ options for redress, leaving many without reliable support. As a result, some consumers have turned to self-repair or delayed projects, with 28% choosing to handle work themselves due to doubts about finding trustworthy professionals.
The survey estimated that a quarter of homeowners had problems, and 26% avoided or postponed necessary repairs for the same reason. While self-repair may save money, it also exposes individuals to potential risks, as the report found that pre-hiring checks did not always ensure a problem-free experience.
Need for Regulatory Reform
Citizens Advice is urging the government to reconsider the regulatory framework for home repairs. The charity argues that mandatory licensing and expanded formal dispute resolution processes are essential to improving transparency and service standards. Such reforms could help reduce the number of issues reported by homeowners and restore confidence in the sector.
“Too many people are being let down by traders who turn routine repairs into stressful ordeals,” said Dame Clare Moriarty, CEO of Citizens Advice. “Without trust in the market, consumers face financial losses, incomplete work, and limited support, which undermines the entire repair industry.”
Survey Methodology and Consumer Expectations
The research, commissioned by Citizens Advice, surveyed 5,000 UK adults who had undertaken home repairs or improvements between February 13 and March 4. The data was collected through interviews and questionnaires, ensuring a broad representation of consumer experiences. One notable finding was the reliance on personal recommendations, with over 36% of respondents choosing traders based on word-of-mouth referrals.
The survey estimated that a quarter of homeowners had problems, and 20% of those who selected accredited providers struggled to verify their credentials. This highlights how trust remains a critical but fragile element of the repair market, despite existing oversight mechanisms. The report underscores a gap between consumer expectations and the actual quality of service delivered, calling for systemic changes to address these concerns.
