Introduction
In the world of UK home improvement and renovation, the relationship between homeowners and installers stands as a pivotal component of any successful undertaking. It is a bond that should be founded on trust, understanding, and open communication.
Over time, misunderstandings and miscommunications have led to a noticeable breakdown in trust between these two essential parties, threatening the success and satisfaction inherent to home improvement projects.
Recognising the urgency and gravity of this situation, the National Home Improvement Council (NHIC), in collaboration with members such as TrustMark, is working to create transparency on the legal obligations and reasonable expectations for both groups in this relationship.
NHIC believe that by enhancing the understanding and communication between homeowners and home improvement installers (inc. contractors), we can begin to rebuild the lost trust and move towards a more harmonious partnership.
This guidance summarises the rights, responsibilities, and reasonable expectations on both sides of the relationship. It references work by other notable bodies in the market as the industry collaborates for a better future.
By championing transparency and understanding, the NHIC envisions a future where satisfaction and success become the benchmark of our industry.
Policy Intent and Building Safety Act 2022
The Building Safety Act 2022 takes forward the Government’s commitment to fundamental reform of the building safety system.
The Act gives effect to policies set out in the Building a Safer Future consultation response, published in April 2020. This detailed how the Government intends to deliver the principles and recommendations of Dame Judith Hackitt’s Independent Review of Building Regulations and Fire Safety, published in May 2018.
The objectives of the Act are to learn the lessons from the Grenfell Tower fire and to remedy the systemic issues identified by Dame Judith Hackitt by strengthening the whole regulatory system for building safety. The impact and requirements from the act will affect all homes across England and set expectations on the competency of individuals and businesses who work within them.
The Home Improvement Industry Today
The home improvement industry in the UK today finds itself navigating an increasingly challenging landscape. As an integral part of the economy, contributing significantly to the country’s growth. However, despite its undeniable importance, it has also been marred by numerous complaints and contentious issues regarding the health of occupants, where many work outside the regulated system.
Issues range from minor grievances about delays or subpar workmanship to significant problems involving contractual breaches or structural issues. Complicating this scenario is the heterogeneity within the industry. On one hand, we have highly competent installers who abide by the regulated market, operate under strict quality standards, and uphold a high level of professionalism and integrity. Their work contributes immensely to the UK’s homes, improving aesthetics and functionality and often increasing property values.
However, on the other hand, we face a growing shadow of industry operators who sidestep regulations and often provide services at a lower cost. This unregulated sector, although seen as distinct by industry insiders, is often conflated with the regulated market by homeowners. Consequently, the fallout from their substandard work not only damages the reputation of the home improvement industry but also diminishes trust and fuels dissatisfaction among homeowners.
This dichotomy creates a complex challenge, as addressing the issues within the industry is not merely a matter of improving individual operator competence and organisational capability but also of dealing with a more substantial systemic problem. The existence of this parallel, unregulated market undermines the efforts of the competent, committed installers working compliantly to regulations, sowing doubt and mistrust among homeowners.
The NHIC, in collaboration with its members, is eager to ensure that by outlining the responsibilities and expectations for both installers and residents, agreements should only be entered into by those who are willing to uphold and adhere to these requirements.
The Homeowner / Resident Factor
As essential stakeholders in the home improvement industry, homeowners and residents undoubtedly have significant influence over the standard of work performed by installers. While this influence can be used positively to maintain high standards and professionalism, there are instances where a lack of information available to homeowners and residents can inadvertently contribute to a reduction in work quality.
One of the key areas where this influence is felt is in the hiring process. Choosing an installer based solely on cost often leads to a ‘race to the bottom’, where the value of skilled craftsmanship is undercut by seemingly low and incomplete pricing. This not only erodes the industry’s economic viability but can also incentivise subpar workmanship, as less scrupulous installers cut corners to maintain profitability at reduced rates.
In addition, the use of inferior or non-compliant products is another problematic trend. Homeowners and residents may seek to reduce project costs by opting for cheaper materials, which may not meet the necessary quality standards or building regulations. Such decisions can compromise the structural integrity and safety of the project and put installers in a difficult position.
The practice of paying tradespeople ‘cash in hand’ and off the books also contributes to a culture of informality and non-compliance. Whilst it may provide a short-term financial benefit to the homeowner, it fosters a market that is resistant to regulation, encourages tax evasion, and makes it difficult to hold installers accountable for their work.
Similarly, requesting or pressuring tradespeople to bypass or ignore building regulations can compromise the quality and safety of the work, as well as the legal standing of the project. Building regulations exist to ensure minimum safety and health standards are met and disregarding them places homeowners, occupants, and the broader community at risk.
Homeowners and residents have a significant role in upholding the standards of the home improvement industry. By making responsible, informed decisions, respecting the value of skilled labour, and adhering to regulations, they can contribute positively to the sector. As we continue to work towards improving industry standards, it is vital to recognise this role and encourage best practices among homeowners as well as installers.
Home Improvement Installers Obligations and Expectations to Residents (Occupants)
Installer Obligations to Resident:
- Work must be compliant with Building Regulations, other relevant legislation, and any other items specified in the contract/scope of works
- The Installer (organisation and team) must (since October 2023) / should have proven competence
- Must use safe and compliant products for the job being undertaken
- Installer must hold Public Liability insurance
- The installer must provide relevant guarantees and warranties for the work being undertaken
- The installer must help the homeowner notify the work being undertaken to building control directly to a Registered Building Inspector / Registered Building Control Authority or by means of a Competent Person Scheme as appointed by Government
- Respond appropriately to safeguarding issues
- Provide appropriate financial protection under Competent Person Schemes for the completed works (e.g. insurance backed guarantees, IBG’s)
Resident Reasonable Expectations from Installer:
- Provide a clear contract
- Carry out the work with due care and skill
- Be tidy, clear up, and recycle where possible
- Be on time and courteous
- Clear communications on progress and any issues
- Handover when finished (inc. relevant certificates and guarantees)
- Take all reasonable steps to protect the health and safety of people in and around the property in relation to the work being undertaken
- Be respectful of the home and surrounding area (inc. Noise control)
- Quotation/work programme (inc. stage payments)
- To be clear on any variations and financial charges
- To financially protect any resident’s deposits (inc. credit card protection and escrow)
- To engage with an Alternative Dispute Resolution (ADR) process as a method for resolving a dispute
Resident Obligations to Installer:
- Gain permissions and relevant approvals for work to be done (inc. highways licences, planning, building control and drainage consents)
- Pay for service as per agreement
- Comply with signed contract aspects
- Not to ask the installer to break building regulation requirements
- To deal with Party Wall matters
- Ensure access (to own and neighbouring properties) as required
- Provide access to welfare facilities
- Provide access to utility supplies
- Provide safe storage for materials and tools
- Inform the installer of safeguarding issues (e.g. vulnerable people)
Installer Reasonable Expectations from Resident:
- Not to withhold excessive monies for minor issues
- Be reasonable on aspects beyond the installer’s control (such as weather)
- Clear and prompt communications on any problems or concerns
- Understand that additional work and changes to the scope of work is likely to have an impact on the time and cost to complete the work
- To engage with an Alternative Dispute Resolution (ADR) process as a method for resolving a dispute
Conclusion
In home improvement and renovation, trust and mutual understanding between residents and home improvement installers is paramount for the overall success of projects.
While efforts by the National Home Improvement Council (NHIC) and the enactment of the Building Safety Act 2022 represent significant strides towards enhancing this trust, the onus of a successful relationship does not lie solely with one party.
Residents must recognise their invaluable role as essential stakeholders in upholding industry standards.
Making informed decisions, adhering to regulations, and valuing skilled craftsmanship can elevate the work quality and contribute to a culture of compliance and professionalism.
On the other hand, home improvement installers and contractors also have obligations and reasonable expectations to fulfil, including but not limited to compliance with Building Regulations, maintaining clear communication, clear contracts and delivering on commitments.
The challenges facing the industry are multiple, exacerbated by the existence of a parallel, unregulated market. These challenges, however, are manageable. Through a collaborative approach that involves transparent policies, rigorous standards, and public awareness campaigns, both parties can rebuild the lost trust and steer the industry toward a future where success and satisfaction are not the exception but the norm.
Given the enormous economic contribution of the home improvement industry, the ripple effects of improved relations between homeowners and installers could extend well beyond individual homes, potentially lifting the entire sector and, by extension, the UK economy.
Therefore, maintaining a focus on strengthening this pivotal relationship, understanding rights and obligations, and adhering to set expectations is more than just good practice; it is imperative for sustainable growth.
By keeping these multifaceted issues in view, the NHIC, along with its members and stakeholders, can continue to make significant contributions towards a safe, secure, compliant, transparent, and valuable home improvement industry for all.
Please note that the obligations and expectations set out in this document only represent some elements and additional requirements may need to be considered.
Resources
- Competent Person Schemes – https://www.gov.uk/guidance/competent-person-scheme-current-schemes-and-how-schemes-are-authorised#current-schemes
- TrustMark – https://www.trustmark.org.uk
- LABC – https://www.labc.co.uk
- Front Door – https://labcfrontdoor.co.uk
- NHIC Guidance – https://nhic.org.uk/doorstep-digests/
The NHIC wishes to thank WG1 Competence, Compliance and Quality members for contributing to this guide.
Please note that this guidance document produced by the NHIC was correct when created. However, information and regulations may have changed since then. Therefore, it is always advisable to seek the most up-to-date information and expert advice before deciding to improve your home.
