What can I do about a bad roofer?

Section 49 of the Consumer Rights Act 2015 writes a duty into every service contract: the trader has to use reasonable care and skill. It applies whether you signed a long document or simply shook hands on a price. A roofer who leaves slipped tiles, badly dressed flashing or a ridge that is already cracking has arguably fallen short of that standard.

When the standard is not met, the Act gives you two main remedies under section 54. The first is repeat performance: you can require the firm to put the work right so that it conforms to the contract. The second is a price reduction, which is useful where a repeat attempt would not help or the firm will not do it. Sections 55 and 56 set out how each works.

Notice what the law does not say. It does not require a perfect roof, and it does not guarantee that a roof will never leak again. It asks whether the work was done with reasonable care and skill, which is why evidence matters so much.

Not every disappointment is a breach. Some problems are plainly workmanship: tiles that are not nailed or clipped where they should be, valleys left without proper bedding, flashings that stand proud of the wall, or gutters laid with no fall so water sits in them. Others are simply unfinished: scaffold still standing, debris left on the lawn, a promised ridge repair not yet done.

The distinction shapes your letter. Unfinished work is a matter of the roofer coming back to complete what was agreed. Defective work needs a description of the fault and a request to correct it. If you are unsure which category you are in, an independent roofer can look and tell you what he sees.

Be wary of any firm that says the fault is normal wear straight after a fresh install. A roof replaced last month should not be showing new leaks around the chimney. Equally, be fair: a stain that appears after a storm may have an older cause, such as a blocked gutter, and a clear-headed second opinion will sort that out.

Before you send anything, build a file. Photographs are the strongest part of it, taken from the garden or street and, where you can get there without risk, from the loft hatch. Include a wide shot showing the whole roof, then close-ups of each fault. A date on each picture helps, and your phone records one automatically.

• The written quote and any messages agreeing the scope of work.
• Receipts or bank records showing what you paid and when.
• Any guarantee paperwork the firm gave you.
• Photographs of the roof before the work, if you have them.
• A short diary of calls, visits and promises, with dates.

Stay off the roof itself. A zoom lens on a phone, a pair of binoculars or a long lens from a neighbour's upstairs window will show most defects. If water is coming in, put a bucket under it, move belongings away and photograph the damage, because that record may matter later.

Put it in writing, by email or letter, and keep a copy. A phone call is fine as a first step, but a written complaint gives you a dated record. Keep the tone factual. You are not trying to win an argument, you are trying to get the roof fixed.

A good letter does four things. It names the job, the date and the price. It lists each fault in plain terms, with the photographs attached. It says which remedy you want, usually repeat performance first, and gives a sensible deadline to reply, often 14 days. And it says what you will do if there is no answer, such as seeking a price reduction or asking for another contractor's quote to put it right.

Leave out threats and insults. If you paid a deposit or the full price, mention the amount. If the firm turns up to correct the work, let them, and photograph the result afterwards. If you are unhappy with the second attempt, say so in writing the same day.

Silence after a clear letter is a sign you will need to go further. Ask a second roofer to inspect and write a short report on what is wrong and what it would cost to correct. That figure is useful if you claim a price reduction or the cost of putting it right.

You can then ring the Citizens Advice consumer helpline, which can explain the next steps for your situation and refer the complaint to local Trading Standards officers. If you paid by credit card, the card company may share responsibility for a faulty service, and some debit cards offer a similar route. Ask your bank what applies.

The final route is the court. A small claims process exists for modest sums, and a clear paper trail makes it far more workable. A letter before action, setting out the claim and a final deadline, often prompts a reply. Take advice from a consumer organisation before you issue anything, because the rules about time limits and costs matter.

Most of the pain in these cases comes from decisions made before the work starts. Read our guide to doorstep roofers for the pressure tactics to watch for, and keep the cooling off period in mind if you signed at home. If you want to vet a firm quickly, how to check a roofer lists the checks that take a few minutes, and our page on Swindon roof types helps you see whether a proposed method suits your building.

If you ask Skyline Swindon Roofing to quote, we survey first and send the price in writing, with photographs of your own roof. Our own work carries a 10-year workmanship guarantee, also in writing. If anything is wrong afterwards, tell us in writing and we will look at it.