What to Do if You're Unhappy With a Roofer's Work

Record what is wrong

Before you speak to anyone, collect evidence. Take clear, dated photographs from the ground, from windows and, if the roofer or a third party can do it safely, from the roof itself. Do not climb up yourself. Photograph the inside too: stains, drips, damp insulation, daylight in the loft. Note the dates and the weather when problems appear. Gather the quote, the invoice, receipts, messages and anything that described what was promised. A clear record turns a vague grievance into a complaint a roofer, or later an adjudicator, can act on.

Write down, in your own words, what you expected and what you got. Was a part of the work left undone? Is a leak coming from a new area? Are tiles misaligned, flashings loose, or is the site not cleared as agreed? Be specific. "The ridge tiles on the left-hand side are loose and one fell off on Tuesday" gets better results than "the roof is rubbish".

Complain in writing, and give a chance to fix it

Contact the roofer promptly, ideally by email or letter so there is a record. Describe the problem, attach the photographs, say what you want done, and set a reasonable deadline. Keep the tone calm and factual. Most reputable roofers want to put a fault right, and a fair chance to do so is also what the law generally expects before you go elsewhere. If a guarantee was given, refer to it by name. The guarantee checklist explains what to expect, and a roofer's own complaints procedure, if they have one, should be followed.

If the roofer visits, be present, take notes and ask for a written statement of what they will do and by when. If they agree to return, give them access. If they refuse to respond or make excuses, record every attempt to contact them.

Get an independent opinion

If you cannot agree about whether the work is faulty, ask another roofer or a surveyor to inspect it and report in writing. The report should say what is wrong, what caused it and what it would take to correct it, ideally with photographs. Be aware that the second roofer may not want to criticise a colleague, so choose someone willing to be specific. This report supports any claim, and it tells you whether the fault is workmanship, materials or something else, such as an existing defect nobody had spotted. If you are choosing someone new for the repair, the signs of a good roofer are worth a read first.

Do not have the repair done before the original roofer has had a chance to inspect, unless the leak is causing real damage. If you must make safe first, take photographs before and after and keep the invoice, because you may be able to claim the cost.

It is worth thinking about what outcome you actually want. For a single fault, the best result is usually a prompt, proper repair by the original roofer, since they know the job. For a failed job, you may want a refund of part of the price or the cost of having another roofer correct it. Say clearly which you are asking for, and offer a sensible deadline. Roofers can often fix a fault within days when they know exactly what is wanted, and a neutral tone keeps the door open. Avoid posting angry public reviews before you have tried to settle it, as that can harden positions and does nothing for the roof.

Taking it further

Under consumer law in England, services must be provided with reasonable care and skill. If a roofer fails to do so, you can ask for the problem to be repaired or redone at no extra cost, and in some cases for a price reduction. Citizens Advice gives free, practical guidance on consumer rights and can explain the next steps; you can start from Citizens Advice. Trading Standards can be told about a trader who behaves unlawfully. If you paid by credit card, ask your card provider whether you have protection, and if you paid by debit card, ask about a chargeback. Time limits apply to these routes, so act promptly.

Court is a last resort. Small claims can be brought online or by post, and the government's pages explain how; start at gov.uk. A letter that sets out your evidence and says you will begin a claim is sometimes enough to get a response.

If your roofer is Beacon

We would rather hear about a fault than have you stew on it. Send photographs to us on WhatsApp or call 01256 213956, and we will arrange to look at it. Our written workmanship guarantee is described on our guarantee page, and you can return to the homepage for the rest of what we do.