What to Do When Your Roofer Does a Bad Job or Fails to Deliver
A poor roofing job is not just disappointing. It can leave your home exposed to leaks, damp, heat loss, and further damage. Worse, roofing problems are hard to inspect safely, so it can be difficult to know whether you are looking at a small snag or a serious failure.
If you feel your roofer has done a bad job, missed agreed work, or failed to fix problems adequately, the best response is calm, organised, and well documented.
Check what was agreed before you challenge the work
Start with the paperwork, even if the job began informally. Gather everything connected to the work, including:
Written quotes or estimates
Text messages and emails
Invoices and receipts
Photos sent by the roofer
Product warranties or guarantees
Notes of phone calls and site visits
Bank transfer records or payment confirmations
Look for the exact scope of work. Did the roofer agree to replace broken tiles, install new flashing, repair a chimney, clear gutters, or carry out a full re-roof? Was scaffolding included? Were old materials meant to be removed?
This matters because a complaint is stronger when it points to a clear promise. “The roof looks bad” is easier to dismiss. “The quote says all cracked tiles on the rear slope would be replaced, but at least six cracked tiles remain” is much harder to ignore.
If the work was verbal, write down what you remember as soon as possible. Include dates, names, agreed prices, and any promises about timescales.
Record the problem without putting yourself at risk
Do not climb onto the roof to inspect it yourself. Falls from ladders and roofs can cause serious injury. Most useful evidence can be gathered from the ground, upstairs windows, loft space, or a safe distance outside. Most smart phones have excellent cameras with zoom functionality.
Take clear photos and videos of:
Missing, cracked, or uneven tiles
Gaps around flashing or roof edges
Water stains on ceilings or walls
Damp patches in the loft
Debris left in gutters or on the property
Materials dumped on site
Any unfinished areas
If there is an active leak, place buckets or containers under drips, move belongings, and protect electrical items. Keep receipts for emergency materials, temporary covers, or any urgent work needed to prevent further damage. Make sure to check and empty any buckets regularly.
Make a simple timeline. Note when the roofer quoted, started, stopped, asked for payment, and promised to return. This helps if the dispute later goes to a trade body, insurer, card provider, or court.
Give the roofer a fair chance to put it right
Even if you are angry, contact the roofer in writing. Keep the message direct and factual. Explain what is wrong, refer to the agreement, and ask for a clear remedy.
A good complaint message might say:
On 12 March, you agreed to replace the damaged flashing around the chimney and make the area watertight. Since the work was completed, water is still entering the loft around the same chimney breast. Please confirm when you will return to inspect and put this right.
Set a reasonable deadline. For a leak or safety issue, that may be urgent. For cosmetic snagging, a few days to respond and a planned return date may be fair.
Avoid long emotional messages, accusations, or threats . They rarely help. The aim is to create a written record that shows you raised the issue clearly and gave the roofer a chance to fix it.
If the roofer agrees to return, confirm the details in writing:
What they will inspect
What they will repair
Whether there will be any extra cost
When the work will happen
Whether the repair affects any guarantee
Do not pay more money until you understand why it is being requested. If the extra charge relates to new work, ask for it in writing before agreeing.
Get an independent opinion if the dispute continues
If the roofer denies there is a problem, keeps delaying, or refuses to return, get a second opinion. Choose an experienced roofer, independent roof surveyor such as Assure Roof Surveys, or building professional who can inspect the issue and explain what is wrong.
Ask for a written report. It should include:
What was inspected
What defects were found
Why the work is not satisfactory
What needs to be done to fix it
Whether the issue is urgent
This can be powerful evidence. It also helps you avoid paying for unnecessary work. Sometimes the professionlal offering a second opinion may identify that the visible problem is only part of a larger issue, such as failed underlay, poor ventilation, or incorrect flashing.
Understand your consumer rights
In the UK, a trader carrying out work for a consumer must usually provide the service with reasonable care and skill. If the work falls below that standard, you may be entitled to have it put right within a reasonable time and without significant inconvenience.
This is general information, not legal advice. Rules and procedures can vary depending on where you live in the UK and the details of the contract.
If you paid by credit card, debit card, or finance, you may have extra routes to recover money if the roofer refuses to help. For example, your card provider may explain whether a chargeback or other claim is possible. Time limits can apply, so do not leave it too long.
If the roofer belongs to a trade association, warranty scheme, or competent person scheme, check whether there is a complaints process. Some schemes offer mediation or dispute support, though the level of help varies.
You can also contact Citizens Advice for consumer guidance. They can explain possible next steps and, where relevant, pass details to Trading Standards.
Know when to stop negotiating
There is a point where repeated calls and messages waste time. If the roofer fails to respond, breaks promises, or refuses to deal with clear defects, move to a formal written complaint.
Your letter or email should include:
Your name and address
The roofer’s name or business name
The date of the agreement
The work agreed
The amount paid
A short list of defects or unfinished items
Copies of key photos or reports
What you want them to do
A deadline for response
Keep the tone firm but neutral. Say that if they do not respond, you will consider further action, such as using a trade body complaint process, seeking advice, recovering costs, or making a court claim.
If the roof is leaking or unsafe, you may need another contractor to carry out urgent temporary repairs. Tell the original roofer in writing if you are doing this and keep the invoices.
Try to prevent the same problem next time
Once the immediate issue is under control, tighten your process for future work. Before hiring a roofer, ask for a written quote with a clear scope, materials, start date, payment terms, and guarantee details. Check reviews across more than one source and seek recommendations from friends, family and within the community. Ask for recent examples of similar work, and avoid large upfront payments unless there is a clear reason.
For bigger jobs, staged payments linked to completed work are safer than paying most of the cost before anything is finished. Always get changes in writing, even if they seem minor.
If a roofer has done a bad job or failed to deliver, the strongest move is not panic. Gather evidence, give them a fair chance to fix it, get independent support if needed, and keep every step in writing. A clear paper trail protects your home, your money, and your next decision.
If you live in Scotland, Assure Roof Surveys are here if you needs an independent roof inspection.
