How to solve a problem with a builder

1. Keep records from day one

Keep the quote, any agreed changes, messages, invoices and receipts. Take dated photos of the work as it goes. Records make it much easier to explain what was agreed and what happened.

2. Raise it quickly and politely

Tell the tradesperson what the problem is as soon as you notice it, preferably in a message so there is a record. Be specific about what is wrong and what you would like done.

3. Give a chance to put it right

Most good tradespeople will want to fix a genuine problem. Agree a clear plan and a date in writing.

4. Be careful about withholding payment

If you have a payment plan, check what the quote or contract says before you hold anything back. Withholding money without good reason can put you in the wrong, so get advice first.

5. Get independent advice

• Citizens Advice can explain your consumer rights and next steps.
• If the tradesperson belongs to a trade body or scheme, check whether it has a complaints or mediation process.
• For electrical or gas problems that affect safety, get another registered professional to check the work.

6. Formal steps if it is not resolved

If you cannot agree, you can write a formal complaint setting out the problem and what you want. Beyond that there are options such as mediation or a small claims process. Ask Citizens Advice or a solicitor which fits your situation.

How to avoid it in the first place

• Check insurance and registration before you hire.
• Agree an itemised written quote and staged payments.
• Get changes agreed in writing before the work is done.

Start with a clear brief

Clear expectations help prevent most disputes. Use a GlowUpp redesign as part of your brief so everyone is working to the same picture. Always ask a qualified professional before moving gas, electrics or plumbing, or changing anything structural, and check your lease or local rules if you rent or live in a conservation area.