2007
Practical advice from Consumer Direct to ensure home improvement projects are a success
25th April 2007
As the time of year approaches when many people turn their minds to home improvements, Consumer Direct East Midlands is advising homeowners across the region to get advice before employing a trader.
Your home may be your most valuable financial asset. With calls to Consumer Direct East Midlands about home improvements and building work increasing during May, the helpline is encouraging people to do their homework before hiring a trader to do some work. The average amount spent on home improvements in the East Midlands is £2,800. But whether the job is big or small, from minor decorating projects to major building conversions, there are steps you can take to help things go well.
Sara Barry, Manager for Consumer Direct East Midlands explains:
“Having work done on your home is disruptive, expensive and stressful so it is important to make sure it goes as smoothly as possible. All too often the outcome of a home improvement project is not what a consumer envisaged.”
“Taking time to choose the right trader and knowing your rights can help to prevent costly problems. But if you’re not sure where you stand when it comes to hiring a trader or disputing a price for some work you have had done, Consumer Direct is on hand to give you clear, practical advice.” Sara added.
Nationally Consumer Direct received over 74,000 calls about home improvements last year, accounting for 8% of total recorded cases. In the East Midlands this issue was the most complained about problem, with over 6,500 calls to the advice line, ranging from delays in getting the job completed, shoddy workmanship, faulty or poor quality parts being used, to over pricing and a general lack of care and skill.
The top 10 most common home improvement complaints made by consumers in 2006
Position Complaint Type % of calls
1 General building work 24%
2 Fitted kitchens 17%
3 Central heating 10%
4 Plumbing 9%
5 Fitted bathrooms 7%
6 Tarmacing and paving 6%
7 Roofing 5%
8 Fascias 4%
9 Electrical services and installation 3%
10 Damp proofing 2%
Follow Consumer Direct East Midlands guidelines to make sure that you pay a fair price for a satisfactory job:
- Ask family and friends for recommendations of local traders.
- Ask traders for references and follow them up. Ask to see examples of similar work they have done in the past.
- Check if the trader is a member of any Trade Associations. Never rely on what is printed in an advert – always check. Trade Associations will confirm if a trader is a member. This may give you some extra security as some associations have protection schemes or will help to resolve disputes.
- Always make sure that you get a written quote, itemising the work that you have agreed rather than an estimate, from at least three traders. A quote is the actual price that you will be expected to pay for the work to which you have agreed. An estimate is simply a guess at the final price and you may find that the final cost is much more than you expect.
- Don’t always choose the cheapest quote – compare the quality and standards of service as well.
- Beware of traders phoning or knocking on your door, especially if they want you to sign up to a special deal on the spot. Don't be rushed by traders who just 'happen to be in your area'. Don't let anyone talk you into making a quick decision you later regret.
- Agree exactly what you want doing in advance and try to ensure that you have a written contract giving details of all the work to be done including start and finish dates; cost; disposal of waste and details of any guarantees.
- Never pay the whole amount for the job up front and be wary of paying a large deposit. There is a risk the trader will disappear with your money and you will have little influence over completion and quality of work.
- Raise any problems as soon as they arise as work progresses. Before making any final payment make sure you are satisfied the work has been carried out properly and meets the terms of the contract.
- Keep copies of all paperwork, including quotes, invoices and receipts.
If things do go wrong give the trader a chance to put things right first. For more clear, practical advice call Consumer Direct on 08454 04 05 06
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MEDIA enquiries:
Georgina Heath
Tel: 01522 535792
Mobile: 07768 840239
Email: georgina.barton@consumerdirect-eastmidlands.gov.uk
NOTES
1. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
2. Consumer Direct has around 350 trained advisers in 11 contact centres across England, Wales and Scotland.
3. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
4. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
5. Calls to the Consumer Direct 08454 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
6. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
