When something goes wrong with your roof, you naturally want it repaired as quickly as possible. A leaking roof can cause damage to insulation, ceilings, plasterwork, timbers, electrics and belongings, so it is understandable that homeowners can feel under pressure to make a quick decision.
Unfortunately, this urgency can sometimes make people vulnerable to dishonest or unqualified roofers.
The biggest worry for many homeowners is not simply the damage to the roof. It is the fear of paying someone who carries out poor-quality work, makes the problem worse or disappears before the job is finished.
Most homeowners are not roofing experts and cannot safely climb onto the roof to inspect the problem themselves. They must therefore place a considerable amount of trust in the person providing the advice.
The good news is that there are several sensible checks you can make before agreeing to any roofing work. Spending a little time checking the contractor could protect your home and save you a great deal of money and stress.
What are homeowners most worried about?
When choosing a roofer, homeowners commonly worry about:
- Being told that they need a completely new roof when a smaller repair would be sufficient
- Paying for work that is unnecessary
- Being asked for a large deposit before work begins
- Poor workmanship causing further leaks
- Unexpected charges appearing once the job has started
- The roofer leaving the work unfinished
- Being given a guarantee that turns out to be worthless
- The contractor disappearing when a problem develops
- Damage being caused to the house, garden or neighbouring property
- Employing someone without suitable insurance
These are understandable concerns. Your roof protects your entire property, and roofing work can represent a substantial investment. You should never feel embarrassed about asking questions or taking time to make your decision.
A professional roofer will understand that you require reassurance and should be willing to explain the work properly.
Be cautious of roofers who arrive unexpectedly
Some rogue traders call at properties without being invited and claim to have spotted a serious problem while passing. You may be told that there is a loose tile, damaged ridge pointing or another urgent issue that must be repaired immediately.
Not every roofer who knocks on a door is dishonest, but homeowners should always be cautious.
Warning signs include:
- Claiming the roof is dangerous without providing clear evidence
- Saying the work must be completed immediately
- Offering a substantial discount if you agree there and then
- Demanding cash or full payment upfront
- Refusing to provide a written quotation
- Having no business address or established contact details
- Offering to drive you to the bank
- Finding additional problems throughout the day and continually increasing the price
Never allow yourself to be pressured. Unless there is an immediate danger, you have time to obtain another opinion.
If someone says they have found a problem, ask them to show you photographs. You can then contact another established roofer and ask for an independent assessment.
Ask for a detailed written quotation
A verbal price is not enough for significant roofing work. Before agreeing to proceed, ask for a written quotation explaining exactly what is included.
A suitable quotation should normally describe:
- The problem that has been identified
- The work required to correct it
- The roofing materials that will be used
- Whether existing materials will be removed or reused
- Scaffolding or access requirements
- Waste removal and disposal
- The estimated start and completion dates
- The complete price and whether VAT is included
- The payment schedule
- The workmanship guarantee
- Any manufacturer warranties
It should also explain what will happen if hidden damage is discovered after the existing roof covering has been removed.
It is not always possible for a roofer to see every problem beforehand. However, a trustworthy contractor will explain this possibility and agree any additional work and costs with you before proceeding.
Do not automatically choose the lowest quotation. A low price can sometimes mean that important elements have been missed, unsuitable materials will be used or the contractor does not have the correct insurance and overheads.
Compare what each quotation includes, not simply the final figure.
Look for an established local business
A roofer with a genuine local presence is generally much easier to contact if you need assistance afterwards.
Check whether the business has:
- A physical business address
- An established telephone number
- A professional website and email address
- Branded vehicles or workwear
- Recent examples of completed work
- Genuine customer reviews
- Public liability insurance
- Clear terms and conditions
- A written complaints procedure
Personal recommendations from friends, relatives and neighbours can be particularly useful. Ask whether the roofer arrived when promised, kept the property tidy, communicated well and returned to correct any problems.
Online reviews can also help, but look at the overall pattern rather than relying on one or two comments. A long history of detailed reviews is generally more meaningful than several vague reviews posted within a very short period.
You can also check a limited company’s basic details through Companies House. Remember, however, that company registration alone is not proof of workmanship or reliability.
Ask to see photographs
A responsible roofer should be prepared to show you the problem.
Photographs and videos can help you understand what has been found and why the work is being recommended. You can also request photographs during the job and once it is complete, particularly where the finished work cannot easily be seen from the ground.
Keep copies of these images along with your quotation, invoice, payment records, emails, text messages and guarantee.
Good records can be extremely valuable if a disagreement develops later.
Check insurance, memberships and guarantees
Ask the contractor to confirm that they have suitable public liability insurance. Do not be afraid to request evidence, particularly for a substantial project.
If a roofer claims to belong to an industry organisation or approved scheme, check the organisation’s own website. Do not rely solely on a logo displayed on a van, leaflet or website.
For example, the National Federation of Roofing Contractors provides a directory where customers can check whether a roofer is an NFRC trade member. NFRC states that trade members undergo vetting, including office and site audits.
TrustMark is a government-endorsed quality scheme covering work carried out in and around the home. If a business says it is TrustMark registered, check its registration through the official TrustMark website.
Ask exactly what any guarantee covers, how long it lasts and who is providing it. There is an important difference between:
- A contractor’s workmanship guarantee
- A manufacturer’s product warranty
- An insurance-backed guarantee
A written guarantee from a company offers limited protection if that company later stops trading. Depending on the project, you may therefore wish to ask whether insurance-backed protection is available.
Pay in a sensible and traceable way
Be extremely cautious if you are asked to pay the entire cost before work begins.
A deposit may be reasonable when materials must be ordered, but it should be proportionate to the job. For larger projects, staged payments can be agreed and linked to clear points of progress.
Avoid paying large amounts in cash without receiving an invoice or receipt. Bank and card payments create a clearer record.
Never make a payment simply because someone is putting you under pressure. Make sure the business name on the quotation, invoice and payment details matches the contractor you have employed.
Know your basic consumer rights
Under the Consumer Rights Act 2015, a service provided to a consumer must be carried out with reasonable care and skill. Where the contract does not set a price or timescale, the law also provides that the charge and completion time must be reasonable.
The materials supplied as part of the work should also meet the relevant legal requirements, including being as described, of satisfactory quality and fit for purpose.
Your exact remedy will depend on the circumstances, so obtain individual advice if you are in a dispute.
What should you do when roofing work goes wrong?
Begin by contacting the roofer and explaining the problem clearly. Give the contractor a reasonable opportunity to inspect the work and suggest a solution, unless it would be unsafe to do so.
Put your complaint in writing and include:
- Your name and property address
- The date the work was agreed
- A description of the original work
- Details of the problem
- Photographs and supporting evidence
- What you want the contractor to do
- A reasonable deadline for a response
Remain factual and keep copies of everything. Citizens Advice provides a useful template letter for complaining about poor-quality work.
Before employing another roofer to remove or replace the work, consider obtaining an independent written report. Unless emergent action is required to prevent further damage, give the original contractor a reasonable opportunity to examine and remedy the problem. Taking work apart too soon could remove useful evidence.
Who can help if the problem is not resolved?
Citizens Advice
The Citizens Advice consumer service can explain your consumer rights and the practical steps available to you.
For England and Wales, the consumer helpline is 0808 223 1133, Monday to Friday, 9am to 5pm. Advice Direct Scotland and Consumerline provide the equivalent services in Scotland and Northern Ireland.
Trading Standards
Trading Standards can investigate issues involving rogue traders, unsafe work and unfair trading practices.
In England and Wales, consumers will usually report the issue through the Citizens Advice consumer service. Citizens Advice can then pass relevant information to Trading Standards. Trading Standards may investigate the trader, although it will not necessarily recover your money or manage your individual claim.
TrustMark
If the roofer was TrustMark registered for the relevant work, first complain to the business. If the matter remains unresolved, it can be escalated to the appropriate TrustMark Scheme Provider and, where the conditions are met, potentially to the Dispute Resolution Ombudsman.
TrustMark explains its three-stage complaints process on its website. There are eligibility conditions and time limits, so check these as soon as possible.
NFRC
If the contractor was an NFRC member when the work was completed, you may be able to use the NFRC complaints procedure.
NFRC asks customers to use the member’s own complaints procedure first. It also sets limits on the cases it can consider, including where legal proceedings or another third party have already become involved. It is therefore worth checking the process before taking several different routes at once.
Alternative dispute resolution
Alternative dispute resolution, usually known as ADR, allows an independent organisation to help resolve a disagreement without a full court hearing.
This may include mediation or an ombudsman scheme. Check the contractor’s trade association, approved scheme or written terms to see whether an ADR provider is available.
The County Court
Court action should normally be considered after reasonable attempts to resolve the problem have failed.
In England and Wales, you can make a County Court claim for money online or by post. Court fees apply, and complex or high-value cases may require independent legal advice.
For disputed claims of £10,000 or less, parties may be required to attend free mediation organised by HM Courts and Tribunals Service. Scotland and Northern Ireland have different court processes.
Your local council
If defective work has left a building or structure in a dangerous condition, contact your local council immediately. Leave the property and contact the emergency services if anyone is in immediate danger.
Where work may not comply with Building Regulations, the local authority building control department or the relevant private building control approver may also be able to explain the appropriate next steps.
The police or fraud-reporting service
Poor workmanship is normally a civil or consumer matter rather than a criminal offence. However, if you believe there has been deliberate fraud, theft, threats or another crime, contact the police or the appropriate national fraud-reporting service.
Call 999 if there is an immediate danger or a crime is in progress.
Trust your instincts and take your time
A reputable roofer should not object to sensible questions. They should be willing to explain the problem, discuss your options and provide written details before asking you to make a commitment.
Be cautious if someone:
- Will not provide a written quotation
- Refuses to show insurance documents
- Cannot give an established business address
- Uses high-pressure selling
- Demands full payment immediately
- Will only accept cash
- Finds repeated new problems without evidence
- Becomes aggressive when questioned
- Offers a guarantee but will not put it in writing
Sometimes the most professional roofer will not be the cheapest, and they may not be able to start tomorrow. Good contractors are often busy because their work is in demand.
Honest advice protects homeowners and the roofing industry
Cowboy roofers damage more than roofs. They damage the reputation of the many skilled and honest people working throughout the roofing industry.
At Stormspell, we believe homeowners should receive clear advice, appropriate materials and a roofing solution suited to their property and budget. You should understand what you are paying for and feel confident about the people carrying out the work.
Ask questions, obtain written quotations, check credentials and never allow yourself to be rushed into a decision.
A roof is a major part of your home. Choosing the right person to work on it is every bit as important as choosing the right materials.
