Nearly 40,000 Home Improvement Complaints to Citizens Advice in 2025

• 39,864 complaints were made to Citizens Advice in England regarding home maintenance and improvements in 2025. [1] 

• The highest number of complaints were made about roofing, roof sealing and chimney repairs, standing at 7,854. 

• Complaints in 2025 increased the most for floor covering fittings, with a 181% increase from 2024. 

• Complaints in 2025 decreased the most regarding glazing services, halving from 208 complaints in 2024. 

• Jack Reading from Emperor Paint has shared what Brits should check and look out for to hire a trustworthy trades professional.  

New data shows that nearly 40,000 complaints (39,864) were made to Citizens Advice in England regarding home maintenance and improvements in 2025.  

The figures account for complaints which fall under the categories of ‘home maintenance and improvements’, ‘glazing products and installations’, as well as ‘floor coverings’. 

Complaints made to Citizens Advice in England regarding home maintenance and improvements in 2025  

The data shows that complaints regarding roofing, roofing sealing and chimney repairs were the highest, totalling 7,854.  

Roofing complaints lead the way with over 80% more complaints than the second most common complaint type, which was for major renovations. This includes work to lofts, conversions and extensions, with 4,336 complaints lodged.  

Ranking in third place are window frames and doors (excluding electric garage doors), with 3,879 complaints made.  

Source: Emperor Paint / Citizens Advice Consumer Advice Trends 

Change in number of complaints: 2025 vs 2024 

Complaints regarding floor covering fittings saw the highest percentage increase at 181%, with complaints increasing from 59 in 2024 to 166 in 2025.  

Notably, Citizens Advice saw a 33% increase in the number of complaints about plumbers and plumbing, rising to 2,986 in 2025 from 2,175 in 2024. 

Glazing services saw the biggest reduction in complaints, slashing by over half from 208 complaints in 2024 to 103 in 2025.  

In the top five for the highest reduction in complaints was decorator services, with the percentage of complaints down by nearly a quarter (23%) in 2025.  

Jack Reading from Emperor Paint has shared what to look out for and what you can do if you are dealing with a substandard service from trades professionals:   

What to watch out for: 

• No references  

• Suspiciously low quotes  

• Not setting out what is included in the quote 

• Asking for cash payment upfront  

• No written contract 

• No registered business address 

• Several dissolved companies to their name 

• Rotating workers on the job 

• Disappearing for hours or days at a time 

• Finding additional jobs to start  

• Substandard quality of work carried out  

• Difficult to contact 

• Disregard for health and safety  

What good practice looks like instead:  

• Clear quotes that outline scope, materials and timescales 

• Willingness to explain how the work will be carried out and what results to expect 

• Evidence of previous similar work 

• Transparent discussion about the products being used, including why they are suitable, how they have been tested and what they will and will not do  

What you can do if you’re dealing with substandard service: 

If you’re dealing with substandard service, first and foremost, it’s important that you keep track of problems and record evidence of any poor work. Be sure to take photographic and video evidence of works carried out and file any paperwork you have received. 

There are a number of avenues you can explore if you’re currently experiencing substandard service. 

Citizens Advice – You can make a complaint regarding poor workmanship and receive advice on next steps.   

Trading Standards – If the work is dangerous, Trading Standards can help you to secure a settlement, where appropriate.   

Police – If your tradesperson has promised to deliver work, and this has not come to fruition, this constitutes fraud and can be reported to the police.   

Small Claims Court – If your tradesperson refuses to refund you for substandard work, you can open a case in a small claims court, which applies for jobs up to the value of £10,000.  

Emperor Paint has shared home maintenance and improvement complaints made  to Citizens Advice in 2025. 

Source : Emperor Paint 

Image : Unsplash

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