Estimated Quarter of Homeowners Had Problems with Recent Repair Jobs – Survey

The latest survey from Citizens Advice paints a stark picture of a housing market marred by distrust. An estimated quarter of households experienced problems with their recent repair jobs, leaving many feeling stressed and uncertain about who to trust.

Statistics show that 4.8 million households dealt with issues ranging from unfinished work to stressful disputes over the last 18 months alone. Homeowners who had to pay for earlier work or were overcharged lost an average of £750 – a significant sum that can cause financial strain. But it’s not just the financial burden that’s causing concern; nearly two-fifths of those affected said they felt stressed, while 12% reported feeling unsafe.

Citizens Advice received almost 37,000 complaints last year, highlighting the need for reform in the home repairs sector. The market is supposed to be about fixing homes and improving lives, but it seems to have devolved into a battleground where consumers are pitted against unscrupulous traders.

The current system relies on voluntary alternative dispute resolution (ADR), which limits consumers’ routes to resolve disputes. Many who tried to report issues faced barriers, with over a quarter of those who took action saying the process took too long or was ignored altogether.

This lack of trust has far-reaching consequences for both consumers and businesses. When consumers can’t trust the market, they’re less likely to take on repairs, which means business dries up for trustworthy traders trying to compete with rogues. As Citizens Advice warns, this creates “real consequences” for both parties.

The Government needs to urgently review how the home repairs sector is regulated, including introducing mandatory licensing and widening access to redress. This will require a fundamental shift in consumer protection policies. Dame Clare Moriarty, chief executive of Citizens Advice, notes that “too many people are being let down” by this market.

A single register for traders that’s easily verifiable would be a step forward, along with clear mandatory routes for resolving disputes. Significant investment in consumer education and awareness-raising is also necessary – not just about choosing reputable traders but also understanding rights if things go wrong.

Ultimately, this is about trust – or rather, the lack of it. When we can’t trust the market to deliver on its promises, we’re left with a housing sector plagued by stress and uncertainty. It’s time for change that puts consumers first and ensures everyone has access to safe, reliable repairs without financial strain or emotional distress.