New Research Highlights the Need for Higher Standards in the Home Repairs Market
New research from Citizens Advice has highlighted the scale of consumer problems in the home repairs market and reinforced the need for higher standards, stronger oversight and greater professionalism across the construction sector.
The Built to Fail report found that almost three in ten (28%) people who hired a trader for home repairs or improvements in the last 18 months experienced a problem. Those who had to pay additional costs lost a median of £750, while more than one in ten (11%) lost over £5,000.
Roofing remains one of the biggest sources of consumer complaints. Of the 39,863 home improvement and maintenance complaints received by Citizens Advice in 2025, almost one in five (7,854) related to roofing, roof sealing and chimney repairs. The number of complaints submitted to NFRC against our Members during this period was exponentially lower, highlighting the value of choosing NFRC Members, but also reminding us all of the massive problems that persist.
The report argues that the current regulatory framework leaves many consumers without effective protection. While legal rights exist, enforcement is often difficult, and voluntary schemes can be confusing for homeowners who are trying to identify reputable businesses.
The research also found widespread misunderstanding about the market. More than half (53%) of people responsible for arranging home repairs either believed all traders had to be licensed or registered with a professional body, or were unsure whether this was the case.
For those who experienced problems, the most common issues were poor-quality work (20%), repairs that failed to solve the original problem (18%), poor-quality materials (16%) and unexpected additional charges (14%).
Many consumers also struggled to resolve disputes. More than eight in ten (82%) people who took action faced barriers, including lengthy complaint processes, traders failing to respond, and uncertainty about how to escalate their complaint.
These findings underline the important role that professional trade associations such as NFRC play in raising standards across the roofing industry. NFRC members are required to meet strict technical and business standards, are independently vetted, and are subject to a formal complaints procedure. This provides consumers with greater confidence and a clear route to resolution if problems arise.
The report also adds to the growing debate around licensing in the construction sector. Citizens Advice is calling for mandatory licensing to be expanded to more trades as part of the Government's wider ambition to professionalise construction.
NFRC is currently working with Members to develop its position on licensing. Any future system must improve consumer protection, raise standards and remove rogue traders from the market, while recognising and building on the robust quality assurance already provided by established trade associations and not placing undue and duplicative regulatory burdens on already overwhelmed businesses.
The Citizens Advice report is a timely reminder that improving consumer confidence requires stronger enforcement, trusted businesses, recognised standards and effective routes to accountability when things go wrong.
