Throughout 2023, according to Citizens Advice data, more than 41,600 complaints were made about home maintenance and improvement work in England and Wales. According to the source, almost 2,900 of these cases were flagged as scams, which is equal to nearly 7%.

‘Scams’ are complaints that involve fraudulent activities. This includes:

• Demanding payment upfront without completing the work
• Using inferior materials despite promising high-quality ones
• Overcharging

Non-scam complaints often relate to customer service issues or contractual disputes that don’t have fraudulent intent.

Poor building work can be both devastating and costly to property owners. It’s worth considering getting home renovation insurance before starting work on your home. This home insurance policy can cover you if something goes wrong with your renovation or building work. You could be responsible for covering the extra costs if you don’t have the right cover.

The experts at Confused.com home insurance have looked at the regions that were scammed the most and the types of building work that saw the most complaints last year.

Which counties in England and Wales experienced the most building work-related scams?

The county with the highest number of building work-related scams is Bridgend, South Wales, with 9.6 scam cases per 100,000 residents. The top 4 counties are all in Wales. Merthyr Tydfil has the second highest number of scams with 8.5, Gwynedd third with 7.7 and Swansea fourth with 7.6 scams for every 100,000 people.

Counties in Wales make up half the top 20 regions reporting the most building work scams. Despite the difference between Welsh and English counties, the Fraud Act is the same across both countries. This means that the difference in the frequency of scams is more likely to be down to social, economic or geographical factors rather than legal ones.

This could be because much of Wales is rural, meaning homeowners may have access to fewer local contractors. This lack of options potentially makes it harder for residents to find a tradesperson they can trust and could make them more vulnerable to scams.

Beyond these Welsh counties, the regions with the highest rate of scams were Nottinghamshire, Dorset, and Suffolk. Each reported 7.3 scam cases per 100,000 of the population.

Meanwhile, Newport in Wales had the fewest scams overall, with just 3 cases last year – amounting to 1.9 per 100,000 residents.

Which regions in England and Wales experienced the most building work-related scams?

On a regional level, Wales again has the highest level of scams, with 5.8 per 100,000 of the population. In 2023, over 2,400 complaints were made about home maintenance and improvement work. 179 of these were flagged as scams.

Following closely behind is the East Midlands, with 5.7 scam cases for every 100,000 people in the area, followed by the South East, with 5.3. The South East is one of the more affluent regions of the country, so scammers may be more likely to target these wealthier areas.

Interestingly, London saw the fewest scams per 100,000 people, with just 3.7. That’s despite the high amount of building work in the capital. This could be because London has a much more competitive market, meaning many homeowners can access more reputable tradespeople. This means they’re less likely to fall prey to a scam.

The most common Google searches relating to building work scams

In 2023, more than 8,700 Google searches were made in the UK about building work scams. Here are the most common types of scams Brits have searched for:

Almost 3,500 of these searches were about scams relating to loft insulation. Scams of this nature often occur through targeted cold calls. For example, homeowners may falsely be told that their current loft insulation is illegal. Older people are often chosen as targets for these kinds of scams.

Roofing was the second most common scam that people searched for on Google in 2023. There were over 1,000 searches for the term ‘roof scam’. Scams of this nature often occur either during or after bouts of severe weather. These scammers may ask for payment upfront, exaggerate damage, or make a ‘too good to be true’ offer.

What are the warning signs of rogue traders or building work scams?

It’s difficult to tell a rogue trader from a genuine tradesperson, so it’s a good idea to be aware of the warning signs. This can give you a better chance of protecting your home and your money.

Some key warning signs to look out for are:

1. They won’t provide you with a written quote

A written quote allows you to agree on a price with a contractor before they start the work. It also allows you to see exactly what you’re paying for materials. By having written quotes, you can also easily compare prices. If a contractor doesn’t provide you with a written quote, they could change the agreed price.

2. They try to pressure you into making a quick decision

Having work done on your home can be costly, so you shouldn’t rush to decide. A genuine and reputable tradesperson should understand this and won’t pressure you. They may also explain why the work needs doing, how it benefits your home, and recommend materials. If they take the time to do this, it’s a good sign that they can be trusted.

3. They don’t have a website or social media page

Many people use contractor’s websites or social media pages to read reviews. This allows potential customers to look at photos of their work and see if the tradesman produces high-quality and consistent work. The contractor’s contact details are usually on their website or social media pages. This suggests that you can contact them easily if you need to. If a tradesperson doesn’t have a website or at least a social media page, they may be more challenging to get hold of, which could be problematic.

4. They ask for full payment upfront

You should only pay in full for work on your home after completion. This eliminates you having to try and claim the entire amount back if the job isn’t finished to a high standard. You may be asked to pay a small deposit before your chosen contractor starts work. This is normal and means your contractor can block out the required time for the job. Your tradesperson might use the deposit to pay for the necessary materials to complete the work.

However, not all building work complaints are scams. So here’s a look at England and Wales’s most common home maintenance and improvement issues. We’ll also examine the areas that filed the most complaints to Citizens Advice in 2023. 

What are the most common building work complaints in England and Wales?

The most common form of home maintenance and improvement work Brits complained about last year was roofing. There were 8,266 complaints about this type of work in England and Wales. This includes general roof repairs and constructions, roof sealing and chimney repairs.

The second most common issue was about major renovations, with 5,244 complaints. This includes things such as loft conversions and extensions. A survey by Which? found that 1 in 10 aren’t happy with the outcome of their home renovations.

Following closely behind, with 5,177 complaints, are issues around fitting window frames and doors. Windows that haven’t been installed properly can cause problems. For example, it can lead to drafts, water damage, condensation and mould.

Poor workmanship or similar home-related services can lead to issues with your home insurance policy. This is because policies don’t cover damage caused by accidents or unqualified work. So, checking that your chosen contractor is fully qualified is wise.

You should also tell your insurer about any planned renovation work. This is so they’re aware of any potential risks before work starts. It’s a good idea to consider adding accidental damage cover to your policy. Check with your insurer to see if this is already included in your policy.

Which areas of England and Wales are filing the most building work complaints?

The area with the most total building work complaints is Stockport, with a complaint rate of 115.5 per 100,000 residents. Stockport is part of Greater Manchester, which is undergoing extensive development, naturally leading to more construction work.

Following closely behind as the areas with the second and third highest complaints are Rossendale, in Lancashire, and Barrow in Furness, in Cumbria. The 2 North West towns had 111.3 and 103.9 complaints for every 100,000 residents.

7 of the top 20 areas are in the North West, and 6 are in the top 10. There are also 8 areas from the Midlands in the top 20. This includes Oadby and Wigston in the East and Stafford in the West.

Just 1 area from the South of England was in the 20 most scammed, Broadland. This district, in Norfolk, has a higher average resident age than the rest of the country. This could mean that residents here are more vulnerable to scams.

What is renovation insurance, and why is it important?

You must tell your insurer about having major building work done to ensure your cover is valid. To protect yourself during building work, you should consider renovation insurance. Renovation insurance is a form of buildings insurance. It covers your home’s structure, fixtures, and fittings during renovations. What’s covered in the policy may differ between providers.

What does home insurance cover?

Most home insurance policies don’t cover general DIY unless you have an accidental damage add-on. General DIY includes things like putting up shelves or making cosmetic changes to your home, such as replacing carpets.

Your home insurance probably doesn’t cover more extensive building work either. This includes extensions (like conservatories and porches) and renovations (like replacing a roof or installing double-glazing). This is because changing the structure of your home could affect its value, impacting how much your insurance would need to pay out in the event of a claim.

Typically, renovation insurance covers the following:

• Accidental damage
• Damage to the structure of your home
• Damage to the contents of your home, including if there’s a fire or flooding
• Unoccupied property insurance if you are unable to stay there for more than 30 days
• Theft of building materials, tools and equipment
• Damage to a neighbour’s property as a direct result of the work
• Public liability cover if there’s an injury in your home
• Legal expenses if there’s a dispute
• Alternative accommodation if your home becomes uninhabitable

There isn’t a fixed price for the cost of renovation insurance. The cost can vary depending on the following:

• How long the building work takes
• The nature of the work
• Who’s doing the work
• The rebuild cost of the home

Speak to your insurer before you start any work on your home. This means they know the planned work and can adjust your policy if needed. If no changes apply, then you can get started on the job. But if your policy doesn’t cover extensive work, it’s worth considering renovation insurance to ensure that you are adequately covered.

When contacting your insurer, you should tell them about the following:

• The cost of the work
• How long the work is going to take
• Your chosen contractor’s details
• Whether your chosen contractor has public liability insurance or not
• Whether your home is unoccupied at any point during the process

If you don’t tell your insurer about planned work on your home and something goes wrong, your policy might be invalid. This means you might be unable to make a claim and will have to pay to fix any problems yourself.

What can you do if you become a victim of a building scam or poor workmanship?

Matthew Harwood, home and lifestyle expert at Confused.com home insurance, shares his tips on how to file a complaint against a builder:

“Poor building work can be stressful, particularly if the job is now causing more problems in your home. But we can help you if you need to complain. Here’s how you do it:

1. Contact the person or company who did the work

“Speak to the contractor directly first, explain the issue in detail and tell them how you would like it resolved. It’s also a good idea to give them a realistic timescale to avoid delaying fixing the issue. You might want to consider keeping a record of all your communication with the tradesperson. This is so that you have an evidence log if you need to take your complaint further.

2. Start a formal complaints procedure

“You may find that the contractor isn’t willing to resolve the situation amicably. If this happens, you might consider starting a formal complaint procedure. The company or tradesperson may have their own complaints procedure. If they don’t, you can find out if they’re a trade association member. If you do this, you must prove that you have already attempted to resolve the issue with the contractor. You could also try Alternative Dispute Resolution (ADR).

3. Attempt to claim your money back

“If you aren’t successful with a trade association or ADR, you can try to claim the money back yourself. If you used a credit card to pay your chosen contractor, you can try to claim the money back through Section 75. The credit card company is typically jointly liable if the job costs more than £100 and less than £30,000. Another option is to make a chargeback claim. You must do this within 120 days of noticing the issue. You can use this option if you paid by debit card or if the cost is outside the limit of Section 75.

4. Contact Trading Standards

“If you think the contractor is acting unlawfully, contact Trading Standards. You can report issues directly to a few local Trading Standards offices. But in most cases, you need to report the problem to Citizens Advice. It’s important to note that your case may not be automatically followed up. This is because tradesperson disputes are analysed alongside other crimes. Your case may only be logged for reference if it isn’t severe or there aren’t enough resources.

5. Go to the small claims court

“If the issue isn’t resolved, you can attempt to get your money back through the Small Claims Court. If you decide to take your tradesperson to court, your home insurance should cover your legal expenses if it’s part of your policy. Legal fees are included as standard on some home insurance policies. You can add it to your buildings and contents policy as an optional extra. You can find out if you have legal expenses cover and the amount it covers in your policy documents. You can also speak to your insurer directly.

“However, you should also be aware that your insurer is only likely to take your case if they think you have a reasonable chance of winning. There are also some rules for going through the Small Claims Court. If you live in England or Wales, the total cost of the work must be less than £10,000. The total cost must be less than £5,000 for those living in Scotland or Northern Ireland. You don’t need a solicitor to go through the Small Claims Court.”

To help both homeowners and builders affected by complaints, property and construction expert at MyJobQuote, Thomas Goodman also offers his tips:

Spotting a cowboy builder:

“Finding a reliable builder is crucial to your home project running smoothly and achieving the desired result, whatever the project. Cowboy builders can make that pricier than planned or decimate the chances of achieving a polished build. Be wary of anyone who won’t provide or seems hesitant to discuss their qualifications. If they are an LTD company, you can check the company’s status on GOV.co.uk. If they’re a sole trader, check for an online presence, such as social media or a website.

“Many builders rely on local recommendations to get work, so if your tradesmen haven’t come from a referral, do your research. Use an online trade directory to check reviews, ask for references and inquire about examples of previous projects. Consider a different builder if there’s a pattern of negative feedback or resistance to discussing previous projects.

“Unrealistic quotes are one of the most significant indicators of a cowboy tradesperson. When paying a professional, you’re paying for the job done but also their expertise, previous experience and associated materials. A low quote that drastically undercuts any others you’ve gathered indicates that corners could be cut – and on occasion, cheap work can’t always be rectified. Also, if your builder is pressuring for payment upfront, you could be at risk of them taking the cash and not finishing the job. Paying in instalments is the best method for large jobs, such as extensions.

“Cowboy builders often don’t want to leave a written trace for any projects they’ve undertaken, meaning they’re often reluctant to share written estimates. This also applies to not wanting to provide a written contract for work undertaken – not being provided with these can be a big red flag. Being able to price and provide a timeline for the job accurately is a sign of a reliable builder.”

Receiving wrongful complaints from customers:

“If you’ve received a complaint sharing concerns about a project you’ve completed, staying calm and professional throughout is paramount. Review any accusation and gather relevant documentation, including contracts, plans and communication with the customer. Communicate openly with the customer, addressing any concerns with facts.

“Consider seeking free legal advice to understand your rights regarding complaints better and finishing any work. After speaking to a legal representative and defending your actions, focus on protecting your reputation. Delivering high-quality workmanship and maintaining positive customer relationships is integral; a complaint shouldn’t sour the great work you’ve already completed.

“Remember that each situation is unique, and it’s essential to approach the matter cautiously. You can effectively address wrongful accusations easily by seeking appropriate guidance and having a professional attitude.”

Methodology:

We will pull data on the number of overall and scam complaints made regarding building work from Citizens Advice’s Consumer Advice Trends December 2023 (tab ‘map by LA’, looking at ‘home maintenance and improvements’) for England and Wales and each local authority.

We’ll map this data to ceremonial counties (principal areas in Wales) and regions using the Office for National Statistics’ Open Geography Portal’s Local Authority District to County (April 2023) Lookup in England and show what number of the complaints for each were reported as scams per 100,000 people, as well as combining these for the whole of England & Wales.

We’ll also show which home maintenance and improvement services were the most complained about.

[Note that the data uses pre-2023 local authorities, so the figures for any authorities that have since merged have been combined.]

[Data was unavailable for Hounslow, Stockton-on-Tees, Spelthorne, Rother, and the Isles of Scilly, so these authorities were excluded.] We also used Google Ads Keyword Planner to find the number of UK searches in 2023 for each type of complaint mentioned on the Citizens Advice source and the general term ‘building scams’ and combine these for a total.