Top Homeowner Complaints About Tradespeople

A new study by Markel Direct, the trades business insurance specialist, has revealed the most common complaints homeowners have when hiring tradespeople, with reliability, quality and customer service amongst the most cited inconveniences.

Surveying 500 UK homeowners as part of its tradespeople etiquette study, the research points to punctuality and attendance as key pressure points. Just over half (51%) say their most recent tradesperson arrived on time, while more than one in five (21%) report experiencing a no-show. A further 15% say they have dealt with last-minute cancellations.

Work quality is also highlighted as an issue. More than one in ten homeowners (13%) say they have had to hire a second tradesperson to fix poor workmanship, adding cost and inconvenience, and potentially impacting trust in the wider industry.

Poor quality work and no-shows top list of homeowner complaints

When asked about the most frustrating behaviours, poor quality work or rushing a job ranked highest (39%), followed by tradespeople not turning up (35%) and changing the agreed price mid-job (26%). Cancelling at short notice (25%) and failing to resolve issues properly first time (23%) also feature prominently.

Top 10 most inconvenient tradesperson behaviours, according to homeowners

Quality, trust and transparency remain key to securing work

Despite these challenges, the findings highlight clear expectations from homeowners when selecting and working with tradespeople. Quality of work is the most important factor for 59%, followed by trustworthiness (51%) and clear, transparent pricing (40%). Recommendations also play a role, influencing 35% of hiring decisions.

Once work begins, efficiency (39%), cleaning up after the job (37%) and respecting the property (36%) are among the top priorities. Turning up on time (32%) and maintaining a professional attitude (25%) also remain key to customer satisfaction.

The research also suggests a relatively high level of trust, with 49% of homeowners comfortable allowing tradespeople to work alone in their home. In addition, 70% are happy for tools or materials to be left overnight, while 73% are comfortable with furniture being moved if needed.

Rob Rees, Divisional Director at Markel Direct, commented: “This research is a reminder that for homeowners, it's often the basics that matter most - turning up when you say you will, doing the job properly first time, and leaving the place as you found it. The tradespeople who get these things right consistently are the ones who build strong reputations and benefit from word-of-mouth recommendations, which our study shows still influence over a third of hiring decisions.”

To read the full study, visit the Markel Direct website.

Source : <!--StartFragment-->Markel Direct<!--EndFragment-->

Image : shutterstock / 1289258014 / Imran Khan's Photography <!--EndFragment-->

For all the very latest news and intelligence on the UK's largest home improvement and garden retailers, sign up for the Insight DIY weekly newsletter.