Discovering that your builder has done poor quality work is one of the most stressful things that can happen in a home renovation project. The right response depends on where you are in the project, whether the contractor is still on site, and what kind of contract is in place — but the steps below apply in most situations.
Document everything first. Before you say or do anything, photograph and note every defect in detail. Time-stamped photos are important. Keep a written record of what was built, when, and which operatives were on site for each element. This documentation becomes your evidence base for everything that follows.
Raise the issues formally in writing. A verbal complaint is forgettable and deniable. Put your concerns in writing — email is appropriate — specifying each defect clearly and asking for a written response within a reasonable timeframe such as five to ten working days. Keep the tone professional rather than adversarial. You are creating a written record, not starting a fight.
Give the contractor the opportunity to return and remedy. Most building contracts — including JCT Minor Works and JCT Homeowner contracts — give the contractor the right to return during the defects liability period, typically six months after practical completion, to remedy defective work at their own cost. You should give the contractor this opportunity before pursuing other routes. If they refuse to engage or deny the defects, proceed to the next step.
Get an independent professional assessment. Commission a RICS-qualified building surveyor to inspect the work and produce a written report. The report should assess the work against the standard required by the contract (or by Building Regulations where applicable) and identify what remedial action is required. This report is essential evidence for any formal dispute.
For amounts under ten thousand pounds, the Small Claims Court is an accessible route. You submit your claim online, the contractor is served, and the case is heard before a judge without the need for legal representation. For amounts above ten thousand pounds, consider adjudication under the Housing Grants, Construction and Regeneration Act (which applies to most construction contracts), or mediation before pursuing litigation through the courts.
If the contractor is a member of a trade body — the Federation of Master Builders, TrustMark, Gas Safe Register, or a similar accreditation scheme — a formal complaint to that body adds additional pressure and may result in an inspection and mediation process.
The most effective protection against poor quality work is prevention: choosing a contractor with verifiable reviews and references, using a written contract with a clear scope of works, building in stage inspections, and retaining a proportion of the payment until the defects period has passed. 07359 872594 | contact@rcbgroup.co.uk | www.rcbgroup.co.uk