Before you get work done on your home

If you’re a homeowner and planning to get work done on your home, you should follow these 6 steps: 

1. Check if you need permission or approval.

2. Find good traders.

3. Get quotes before you decide which trader to use.

4. Check you and your trader have insurance.

5. Get a written contract.

6. Know what to do if there are any problems.

The steps should help you save time, money and stress when you’re getting work done on your home. 

They’ll also help you avoid problems with traders - for example, builders, plumbers, decorators, heating engineers and electricians.

Step 1: Check if you need permission or approval 

You might have to get more than one kind of permission or approval before you start work on your home.

You might need help to apply from a planning consultant, surveyor or architect.

You can use the professional organisations to find someone near you. You can search for: 

• a planning consultant on the Royal Town Planning Institute (RTPI) website 

• a surveyor on the Royal Institute of Chartered Surveyors (RICS) website

• an architect on the Architects Registration Board (ARB) website

Important

If you don’t get the permission or approval you need

You might be fined, prosecuted, made to put things right or undo the work. You might also have problems when selling your home in the future.

Check if you need planning permission

You usually need planning permission from your local council if you're either:

• building something new - for example, an annexe

• making a major change to an existing building - for example, adding an extension

• changing the use of a building - for example, changing a family home into business premises

You can check if you need planning permission on GOV.UK.

You might also need planning permission for smaller changes - for example if you live in an area with extra planning restrictions. Check with your local council if you're not sure.

You can find your local council on GOV.UK.

If you need planning permission, you usually have to pay a fee when you submit your application. You can find out how much you might need to pay on the Planning Portal website. The Planning Portal shows an extra service charge for applying using their website. If you send your planning application to your local council by post, you won’t need to pay an extra service charge.

Check how much your planning fee might be on the Planning Portal website.

Check if you need building regulations approval

You usually need to follow building regulations if you want to:

• extend an existing building

• build something new 

• work on a ‘controlled service or fitting’

Examples of work on controlled services and fittings are most plumbing, electrical and heating. It also includes work that affects your home's energy efficiency.

If your work needs to follow building regulations you might need ‘building regulations approval’. This means approval from a ‘building control body’. The building control body can be your local council or a private building control approver. They’ll check the work to make sure it follows building regulations. 

Some types of work never need building regulations approval. The person doing the work must still follow building regulations and do the work safely. Check what work doesn’t need building regulations approval on GOV.UK.

If you use a trader registered with a ‘competent person scheme’ some types of work don’t need building regulations approval.  This means you won't have to apply for approval before the work starts. It also usually works out cheaper than paying for the work and paying a building control body for approval.

Check the types of work covered by competent person schemes on the LABC website.

You can check how to find a trader registered with a competent person scheme in step 2.

You'll need approval from a building control body before work starts if you either:

• don't use a trader registered with a competent person scheme

• need work done that can’t be carried out under a competent person scheme - for example, building an extension

If you need approval from a building control body, you'll need to apply for a ‘full plans’ approval or use a ‘building notice’. Check which type of application you’ll need to make on GOV.UK.

 If you need a building control body you can:

• find your local council on GOV.UK

• find a private building control approver on GOV.UK

You usually have to pay a fee to the building control body when you submit your application. You might also have to pay a fee when they inspect the work after it’s done.

Check if you need any other permissions

Before you start work, you should check if you need any other permissions. This might be from your local council or someone else, including the original property developer, the management company or your mortgage lender. 

You should check if your home is freehold or leasehold. Your ‘title register’ or ‘title deeds’’ will say which it is. Your title register and title deeds are legal documents your solicitor gave you when you bought your home. If you own a flat, it’s probably leasehold.

The type of permissions you might need depends on your situation.

Step 2: Find good traders

Make sure the traders you use for your work are qualified and experienced. This should avoid potential problems that can be expensive to put right.

You should find out if a trader is a member of an approved trader scheme.

Check our advice on how to find a trustworthy trader.

If the work involves gas or electricity

It’s dangerous to use someone who isn’t qualified or legally allowed to do the work. 

If you're getting gas work done, you must use a Gas Safe registered engineer - find a Gas Safe registered engineer on the Gas Safe Register website.

If you're getting electrical work done, you should use a properly qualified or registered electrician - find a registered electrician on the Registered Competent Person website.

Find a trader from a competent person scheme

You can use competent person schemes to find traders with the right technical qualifications. It might also mean you don't have to apply for building regulations approval.

You should only use a trader who’s registered with a relevant scheme for the type of work you need doing.

You can search for a trader on a competent person scheme on the LABC Front Door website.

Check references

Recommendations and references are good ways to find reliable traders who do a good job.

If you can’t get recommendations from people you know, ask traders for references. It’s best to get:

• 2 or 3 recent examples of similar work they’ve done

• contact details for the people they did the work for - it’s best to get in touch because written references aren’t always genuine

If your traders don’t give references

Avoid traders who won’t give references - it’s a sign they might be dishonest.

Check if the trader is genuine

You should check what a trader or their website tells you - especially if they have knocked on your door or phoned you to offer their services. You should make sure they’re not misleading you.

You can ask to see a business card or letterhead, or get full contact details. You should ring the business to check it exists and the person works for them.

You can ask to see proof of qualifications, for example, an NVQ in construction for builders or a card from the Construction Skills Certification Scheme (trade associations can tell you about qualifications for particular types of work).

You should check if the trader is a member of the approved trader scheme, competent person scheme or trade association they say they are - you can find a list of members on the website for the relevant association or scheme.

If you’ve just been given a mobile number

Be wary if a trader just gives a mobile number. They might be hard to contact if problems come up. Make sure you do all the checks above in case they’re unreliable or dishonest.

Meeting traders before you hire them

Before you meet them, it’s a good idea to write down:

• a clear and detailed description of exactly what you want done

• a list of questions to help you get all the information you need to compare and choose between traders

Make sure you can communicate with them easily - this will help you sort out any problems that come up later.

When you meet them, write down what they say they’ll do - if you do use them it’ll be helpful to have a record of the job details from this conversation, as well as the written contract you’ll get before they start the work.

If you’re not comfortable with a particular trader, don’t use them. You can always find someone else to do the work.

Step 3: Get quotes before you decide which trader to use 

A quote is a promise from the trader to do the work at an agreed price. Don’t rely on a verbal quote - get it in writing.

Some traders charge for quotes - ask about this first.

Try to get written quotes from at least 3 different traders before you decide on one. Comparing quotes will help you decide if you’re getting a fair price.

After you say yes to a quote, it’s a binding agreement between you and the trader, whether it’s written down or not. But having it in writing means you can check what you agreed and prove it if there’s a dispute later.

Get a quote - not an estimate

A quote is a fixed price, so you’ll know what you’re getting and how much it will cost. An estimate is just a rough guess, so you might end up paying more.

The trader can’t charge you more than the price on their quote unless:

• you ask for extra work that’s not included in the quote

• they let you know they have to do extra work and you agree to pay more for it

• they made a genuine mistake when writing down or calculating the price - they have the legal right to charge you what it should have been

If you think your trader is being dishonest

Be wary if a trader won’t put a quote in writing. It’s a sign they might be unreliable.

You should also be cautious if their price is a lot lower than other quotes you get. It might mean they don’t have the right skills or experience, or they’re not being honest. It could also mean they’re not quoting for exactly the same work.

What a quote should include

Be very clear about the work you want done - this will help you get the most accurate price and prevent misunderstandings later.

A quote should include:

• a fixed total price - not a daily rate

• a breakdown of all the work to be done and the materials needed

• separate costs for each material and part of the work

• how long the price is valid for

• if the price includes VAT

• when the price can go up - for example, only if you agree to extra work

If you get a daily rate instead of a fixed total price there’s a risk the trader might string out the work to get more money. Avoid this by getting them to put in writing:

• how many days the work will take

• how many hours of work counts as a day

• when they need your go-ahead to work more days

Check if your trader has the correct insurance

Before saying yes to a quote, you should check the trader has the correct insurance in place and try to get a written contract.

Step 4: Check you and your trader have the right insurance 

You should check:

• your buildings insurance

• the trader’s insurance

Check your buildings insurance

Contact your buildings insurance company to check you'll be covered during the work. Your buildings insurance might be part of your home insurance. You might have to pay more for your insurance during and after the work.

Your insurer will probably want to know what trader you’re using and what insurance they have. They might suggest you take out joint insurance with the trader.

If you don’t have buildings insurance, it’s worth getting some before the work starts. You might feel more secure knowing you have insurance in place in case of any damage or if anything goes missing. Check how much buildings insurance cover you need.

If you own a leasehold property, the building is normally insured by the freehold owner or building’s management company. Contact them for the insurance policy.

Check the trader’s insurance

Ask what insurance the trader has. You should also ask to see their insurance policies and check they don’t run out before the work will be finished. A trustworthy trader will usually share this information with you. 

It’s also worth remembering the trader has to carry out the work with reasonable care and skill. If they don’t, you can ask them to redo the work or refund some of the cost.

Important

If your trader doesn’t have insurance

If things go wrong or someone’s hurt, you might need to pay to put things right. You might also have to go to court and pay damages and legal fees.

Check if your trader has the following insurance:

• Public liability insurance - to cover if someone's hurt or if property is damaged

• Employers' liability insurance - to cover if a trader’s employees are hurt while working

• Professional indemnity insurance - to cover if a trader  does faulty design work or gives bad advice

• Contractors' all-risk - to cover work that’s damaged or destroyed before it’s completed

Your home insurance will cover the work once it's completed.

Step 5: Get a written contract

When you tell the trader you'd like them to do the work, you've made a contract with them. This applies even if it's not written down.

You should always try to get a contract in writing before you tell the trader you'd like them to do the work. If the trader doesn’t do what you agreed, a written contract can help you get what you paid for, or at least get some of your money back

Minimum cooling off period

You might be able to cancel the contract if you change your mind within 14 days. The 14 days start when you tell the trader you’d like them to do the work or sign a written contract. 

If you asked for the work to start within those 14 days you might have to pay for some or all of it. The amount might depend on when you asked to cancel and how much work had been done when you asked to cancel.

Check how to cancel building or decorating work.

If the trader gives you a contract, check if it covers everything you agreed. If they don’t, you can write your own.

If your trader won’t provide you with anything in writing

Be wary of traders who won’t put anything in writing - it’s a sign they might be dishonest.

Help writing your own contract

Written contracts don’t need to be in legal language - they just need to outline:

• exactly what you’re paying for (they can refer back to the quote for this)

• everything you’ve agreed on - for example, timings, tidying up, materials and payments

It can help to look at example contracts, or create a contract using a template - for example, for:

• home repairs or maintenance - you can download a free contract template

• building work - you can download an example contract or buy a contract template

Check the contract covers the essential details

If you write your own contract or accept the trader’s, you should make sure it covers timings, tidying up, materials, equipment, subcontractors and payment.

Timings should cover:

• start and finish dates

• if you’ve agreed on a daily rate, the number of days the work will take and how many working hours are in a day

• delays - why they might happen, and what the trader will do about them

Tidying up should cover:

• how and when the trader will remove rubbish and clear up after themselves

• who pays for delivery and collection of any skips

Materials, equipment and subcontractors should cover:

• who pays to buy or hire materials and equipment for things the trader buys, how they’ll give you receipts and paperwork

• if and when they’ll use subcontractors

Make sure the contract covers how and when you’ll pay. Aim to:

• pay by card not cash

• pay in stages

• avoid deposits or upfront payments

• get some protection for your money

Paying for the work

You should pay for the work by debit or credit card if you can. If you can’t pay by card, pay by bank transfer. Don’t pay with cash.

If your trader only accepts cash

Avoid traders who only accept cash or want you to pay everything upfront - it’s a sign they might be dishonest or unreliable.

If you pay by credit or debit card, you might be able to get your money back through your card provider if something goes wrong - for example, if the trader doesn’t turn up but refuses to pay back your deposit.

If something goes wrong and you want to get your money back, contact your card provider. Tell them you want to use the 'chargeback' scheme.

If you pay for work that costs between £100.01 and £30,000 by credit card, it might be better to tell your credit card company you want to make a ‘section 75 claim’. A section 75 claim is a legal right for a customer to claim from the card provider if something goes wrong with a purchase. This includes paying a deposit by credit card, even if that’s less than £100. It’s another way to get your money back. 

Check how to get your money back if you pay by credit or debit card.

If you paid by cash or bank transfer, you can’t claim through the chargeback scheme or section 75. If you paid by bank transfer, you might be able to get your money back if you’ve been the victim of a scam. Check if you can get your money back after a scam.

If you pay by credit card and you don’t pay off the total amount on time, you’ll usually get charged interest. This might mean the amount you owe goes up even if you make the minimum payment each month. 

If you're thinking about using a credit card, check the important things to consider.  

Paying in stages is a good idea, because it means problems can be put right before you make the final payment. Be clear about the points in the work when payments are due.

Paying a deposit

Don’t agree to pay everything up front, in case something goes wrong or the trader doesn’t turn up.

If they ask for a deposit to pay for materials, offer to buy them yourself instead of paying a deposit - that way, at least you own the materials if something goes wrong.

If the work will take a long time, you might not be able to avoid a deposit. Aim to push it down as much as possible, and don’t agree to more than 25%.

Always get a receipt for a deposit, as well as receipts for any materials it covers.

If you need to pay a deposit to the trader before work starts, check if the trader has insurance to protect your deposit. This will make sure you get your deposit back if the trader goes out of business. 

Instead of insurance the trader might use an ‘escrow’ scheme. This means the deposit is held in a neutral account belonging to the escrow company. The trader is paid part or all of the money at agreed times, for example when the work is done. 

You should check the escrow company is registered with the Financial Conduct Authority (FCA). If they are, you can use the contact details on the register to make sure the account details are genuine. If they aren’t registered, you can suggest using an escrow company that is.

Check the escrow company is registered with the FCA on their website.

Check if something might be a scam.

Guarantees and warranties 

The trader might offer a guarantee for the work. It might also be called a warranty. This is a promise to put something right if it goes wrong after the work’s finished. It’s in addition to your legal rights.

You might also be offered an extended warranty for any goods. This usually means you can pay to make the guarantee last longer than a standard guarantee.

Before you agree to start work, check how long the guarantee lasts and what it covers. For example, if the trader is supplying materials and installing something, you should check the guarantee covers defects in the materials as well as problems with their workmanship. You should also ask your trader if materials come with their own guarantee from the manufacturer. 

Check if the guarantee is personal to you, or if it can be passed to future owners if you sell your home.

Always get a copy of the guarantee in writing. 

You should check if the guarantee is 'insurance-backed'. This is when an insurance policy is taken out to make sure the guarantee can still be honoured if the trader goes out of business. 

Sometimes insurance-backed guarantees come with the work, for example if you’re getting replacement windows and doors. If it doesn’t, you can buy one as part of the cost of the work, if the trader offers it. Check exactly what’s covered before you buy it. 

Step 6: Know what to do if there are any problems 

Get the trader’s full contact details before work starts. If you know how to get in touch, it’s easier to deal with any problems that come up.

As soon as something happens that you’re not happy with:

• ask the trader to put it right

• come to an agreement about how they’ll fix it, and ask them to put it in writing

If a trader does a bad job or doesn’t do what you agreed, you should be entitled to get it fixed or get some money back. Find out what you can do about problems with building work, decorating and home repairs.

If you've taken out insurance, you might need to make a claim. Check how to make a claim on your insurance policy.

Further help

Contact the Citizens Advice consumer service if you need more help - a trained adviser can give you advice over the phone or by online chat.