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How to find a good tradesman
My last plumber arrived in a Mercedes, invoiced me for £500 more than his quote and dumped the steel tank he removed on the street. Not a happy experience, but not unusual. Problems with home maintenance tradesmen, including plumbers, electricians, builders and decorators, were the main source of complaints to Consumer Direct, the government helpline, last year, generating more than 70,000 calls.
But most cases, including mine, go unreported and experts believe that this figure represents a fraction of all botched jobs. So how can homeowners find a reliable tradesman, ensure that the job is done well and seek redress if things go wrong?
Steve Playle, of Trading Standards, says that recommendations from friends and neighbours remain the best starting point, but he adds: “Always get at least three quotes and chase up references. If someone says that Mary down the road loved his work, don't take his word for it, ask Mary.”
Alternatively, Mr Playle suggests that you contact your local council to ask whether an assured trader scheme is in place. These list tradesmen approved by the local trading standards service. The largest is the Buy With Confidence scheme in the South of England, which vets applicants for “high standards” and “value” and steps in to help to resolve customer complaints.
If a tradesman claims to be a member of a trade association, check it out. Mr Playle says: “Contact the organisation to check whether the trader is registered, and ask how members are vetted and what extra protection customers have - some associations give membership to anyone who sends a cheque. The best bodies are members of the Government's TrustMark scheme.”
Note also that gas installers must be Corgi-registered by law.
Cold-calling tradesmen should be rejected out of hand. One elderly man whose case was investigated by trading standards last year lost £82,000 after a rogue trader offered to fix a few loose roof tiles for £400. In a standard confidence trick, the trader then told the client that the roof and much of the building were unsound and needed to be replaced immediately.
Once you have located a handful of candidates, ask for written quotes based on a fixed timescale or deadline. But Mr Playle says that a tradesman's readiness to start work straight away may be a bad sign because “a good builder is a busy builder”. Each quote should be based on an on-site assessment of the job and the price must include VAT unless the document states otherwise.
Before choosing between options, you will need to consider insurance. A tradesman should have his own specialist cover, but home insurance is an important back-up.
You should also agree a payment schedule. Frank Shepherd, of Consumer Direct, says that payment by instalments is best, keeping back at least 30 per cent until completion. He adds that credit cards are the safest method, providing free basic insurance for all purchases between £100 and £30,000.
Once you have selected a tradesman, it is important to ask for a written contract. This should be jargon-free and spell out what he will do and when. It should also give a fixed price. The Federation of Master Builders (FMB) offers free templates at Findabuilder.co.uk. If a job is expensive - £10,000-plus, say - it may be worth asking a solicitor to check the document.
After the work has started, it is important to monitor progress - looking over small jobs immediately after completion and checking bigger projects daily, if possible.
Mr Playle also suggests hiring a surveyor to make occasional checks on big projects. He can advise on a builder's claims that unforeseen extra work is necessary. Such incidental costs are a hazard of maintenance work, too, but should not affect small jobs where the tradesman could be expected to assess the situation in advance. “The price you are quoted should be the price you pay,” he says.
Under the Supply of Goods and Services Act 1982 a tradesman must act with “reasonable care and skill”, in a “reasonable time” and at a “reasonable cost”. If the terms of your contract are broken or the tradesman fails to meet the Act's requirements, it is crucial to move fast.
Mr Playle says: “Give him seven days to fix it, then phone Consumer Direct [on 0845 4040506]. An adviser will go through your options and, as a last resort, explain the civil court process.”
When a tradesman causes an emergency problem - a leak, for example - there is no need to give him a week to fix it. “Call in anyone and ask the original tradesman to reimburse you,” Mr Playle says. “If he won't, call Consumer Direct.”
If the tradesman is a member of an assured trader scheme or trade body, remember to contact this, too, as it may have procedures to help. If you are advised to go to court, claims up to £5,000 are handled on the “small claims track”. These can be registered at Moneyclaim.gov.uk and handled without a solicitor. Most claimants must pay a fee of up to £120, which should be refunded if you win. Successful claimants are also awarded the money to make things right, plus limited compensation in some cases. However, there is a small risk that you will not be paid if the other party is bankrupt or “unable to pay”.
Consumer Direct redirects the most serious complaints to trading standards, which will investigate and may prosecute on your behalf. Mr Shepherd says: “Trading standards also monitors our records to spot patterns of bad behaviour. That is why it is worth reporting all bad practice, even if you do not intend to take legal action.”
A helping hand at your fingertips
A number of websites can help consumers to find local tradesmen, but the usual homework - comparing quotes, checking references and so on - still applies.
Anyone can send their requirements to Quotatis.co.uk, for example, to receive up to five free quotes from the site's “vetted” tradesmen. But note in the small print: “Although the Quotatis UK database has been compiled in good faith, all data appearing thereon has been provided by third parties and the contractors themselves and Quotatis UK can accept no liability for the inaccuracy of any such data”.
Further, users cannot tell before completing a request form whether it lists traders in their area.
An alternative, RatedPeople.com, which makes no claims to “vet” listed tradesmen, provides up to three quotes after the initial request. To help others, users are asked to rate any contractors they take on.
Listings sites, such as Gumtree.com, are more likely to produce numerous matches in your area. Again, be aware that advertisers are not vetted.
The Federation of Master Builders' website, at Findabuilder.co.uk, lists its members and is packed with advice on finding a reliable operator. It has links to useful sites such as PlanningPortal.gov.uk, which explains building regulations - something to look into before commissioning building work.
Case Study: Once bitten, twice shy
Georgie Upton, of West London, was stung last year when she and her husband failed to take basic precautions before hiring a local builder to fit a new kitchen. “Someone told us he was good, but we didn't check references. Our big mistake was to not ask for a written contract. We ended up paying about £500 more than the verbal quote because of extras he had not warned us about. Also, the job dragged on for three months.”
When the 31-year-old marketing manager wanted a plumber to connect a new bathroom suite this year, she took no chances. She obtained five quotes - one from a plumber recommended by friends, one from a local plumbing shop and three from advertisements on Gumtree.com. “I checked references, got a written contract and paid £200 for a good, quick job,” she says.
Sent: 17/04/2008
Email us direct at: repairs@londonheatingservices.co.uk
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