When something goes wrong, who do you turn to?
One in four homeowners experienced a problem with their most recent repair or improvement project in the last 18 months.
That is the finding of a report published this month by Citizens Advice, which paints a detailed picture of a home repairs market where consumers are frequently left without the evidence, expertise, or support they need to resolve disputes fairly.
The impact is monumental.
An estimated 4.8 million homeowners faced an issue in that period. Of those who lost money, the average loss was £750. For one in ten, extra costs soared above £5,000. It was also reported that more than a third said the experience left them feeling stressed, and one in eight said it made them feel unsafe in their own home.
For RISA, the key finding is what happened to the 82% who tried to do something about it.
Traders ignored them. Processes took too long. Many simply did not know how to escalate beyond the trader themselves.
“That is the reality for a significant number of homeowners,” says Dave Mechem, Managing Director of RISA. “When something goes wrong with a home improvement project, most people do not have or even know of a clear route to independent expertise. They are left navigating a dispute between themselves and a contractor, without the technical knowledge to establish what has actually happened – or the evidence to support any claim they might make.”
More than a third of people who used a trader found them through a personal recommendation. Of those who did use an approved or accredited trader, one in five said it was still difficult to verify their credentials.
Meanwhile, alternative dispute resolution (ADR) in the sector remains voluntary – traders must opt in, which limits the options available to consumers if things were to go wrong.
“In glazing and fenestration, we see this regularly,” explains Lee Galley, Inspection Manager at RISA. “A homeowner raises a concern. The installer believes the work is compliant. Without independent assessment, both parties are stuck. There is no impartial evidence to move the conversation forward.”
RISA’s role in this situation is to establish the facts.
Inspectors assess installations against relevant standards, identify whether defects are present, and produce reports that give all parties a technically defensible basis for resolution.
“Early independent involvement changes the dynamic completely,” Lee continues. “When there is clear evidence on the table, disputes that might otherwise continue for months can be resolved in weeks.”
For cases that escalate further, RISA’s Expert Determination service provides a structured ADR route – a binding decision reached through independent technical assessment, without the time and cost that comes with litigation.
Citizens Advice is calling on government to act.
In the meantime, the tools for fairer dispute resolution for homeowners and installers already exist.
“Independent inspection solutions with RISA are here,” concludes Dave. “The challenge is ensuring that more homeowners, and installers, know they are available.”
For more information visit risaltd.co.uk
