Most Complaints to Citizens Advice in 2025 Were About Roofing

Industry News

Roofer

The highest number of complaints made to Citizens Advice in England were made about roofing, roof sealing and chimney repairs.

Out of the 39,863 home improvement and maintenance complaints received by the organisation in 2025, almost 20% (7,854) – or one in five – were about roofing and related works.

Emperor Paint sent a FOI request to Citizens Advice, and analysed their Consumer Advice Trends Report to arrive at the finding.

Roofing Complaints

Roofing complaints lead the way with over 80% more complaints than the second most common complaint type, which was for major renovations.

Despite the stand out finding, compared to 2024, complaints made about roofing have actually decreased by 14.5% from 9,183 complaints in 2024.

Types of Roofing and Related Work

Complaints regarding facias (including cladding) and soffits reduced by 16% at 126 between 204 and 2025.

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

The second most common complaint type 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.

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.

What Consumers Should Look Out For

Jack Reading from Emperor Paint suggests what consumers should look out for when hiring trades professionals.

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

Good Practice

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

Tackling 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 to resolve disputes.

Police – If a tradesperson has promised to deliver work, and this has not been completed, it is fraud and can be reported to the police.

Small Claims Court – If a 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.