Home improvements can go wrong even with good intentions on both sides. If you are looking into your consumer rights for building work, you are likely dealing with poor workmanship, delays, unexpected costs, or a trader who is not responding.
This guide explains your core rights, what steps to take first, and how dispute resolution can help you reach a fair outcome without unnecessary stress or court action.
Your consumer rights when building work goes wrong
Your rights usually depend on whether you are dealing with a trader and what was agreed. In many home improvement jobs, the key legal standard is that the service must be carried out with reasonable care and skill. You can see this in the Consumer Rights Act 2015 section 49 on services.
What does the Act state?
- The work should meet the standard a competent professional would deliver.
- The work should match what you were told and what you agreed.
- If the service does not meet the standard, you can have a right to repeat performance or a price reduction, depending on what is practical, as explained in GOV.UK guidance on the Consumer Rights Act 2015.
For practical next steps, Citizens Advice guidance on problems with home improvements explains that you should normally ask the trader to put things right and give them a reasonable chance to do so.
How do common problems happen and what does the data show?
If you are dealing with home improvement problems, you are not alone. According to Citizens Advice press data on shoddy trades work, the Citizens Advice Consumer Service received almost 37,000 complaints about home maintenance and improvements in the previous year, which is described as more than 700 complaints a week.
Why does this matter?
- It shows that problems with building work are common, which is why having a clear process matters.
- It highlights that many disputes are about communication, standards, and expectations, not just the final outcome.
What are the common reasons?
- The scope is unclear or changes are agreed verbally only.
- Timelines slip and updates stop.
- Snagging items are not documented.
- Payment schedules do not match what is delivered.
You can reduce stress and strengthen your position by keeping everything in writing and collecting evidence early, which aligns with the practical approach set out in Citizens Advice on home improvement problems.
What to do step-by-step if you have a problem with home improvements
If you want a calm and clear approach, follow these steps.
- Write down the problem clearly
Describe what is wrong, when it happened, and what you want to happen next.
- Ask the trader to put it right
According to Citizens Advice guidance on problems with home improvements, you should usually give the trader a chance to fix the issue or offer an appropriate remedy.
- Gather your evidence
You need to keep:
- Quotes, invoices, and any variations.
- Photos and videos with dates.
- Emails and messages.
- Notes of calls, including dates and what was agreed.
- Set a reasonable deadline
State when you need a response and what you will do next if you do not receive one.
- Consider independent help
If direct resolution is not working, consumer ADR is designed to help resolve disputes without going to court. See GOV.UK guidance on alternative dispute resolution for consumers.
If the builder refuses to fix it or communicate
This is one of the most common concerns homeowners raise.
If the trader stops responding:
- Keep communication in writing where possible.
- Send a clear summary of what happened and what you want.
- Keep your evidence organised.
- Consider whether an ADR route is available.
If you need help identifying ADR providers, the Chartered Trading Standards Institute provides a list of ADR approved bodies, which can help you understand what routes exist for different sectors.
How can dispute resolution help you avoid court?
Court should not be the default option for most home improvement disputes. It can be slow, costly, and stressful.
Alternative dispute resolution gives both sides a structured way to present evidence and reach a fair outcome. According to GOV.UK guidance on alternative dispute resolution for consumers, ADR is designed to resolve disputes outside court using an independent third party.
If your dispute sits within home maintenance and improvement services, QURE Group is listed as an ADR approved body by CTSI in the CTSI ADR entry for QURE Group.
What does this mean for you?
If home improvements have gone wrong, the most important thing is to stay calm and follow a clear process. Know your rights, keep evidence, give the trader a fair chance to put things right, and use dispute resolution if you are stuck.
If you want a clear and impartial way forward, QURE Group can help. We support homeowners through structured dispute resolution, helping both sides reach a fair outcome without unnecessary delay or court action.
Please contact us to find out more.
Email – info@quregroup.co.uk
Telephone – 0800 211 8000
