Roofer Took My Money and Didn't Finish the Job
If a roofer has taken payment but not completed (or even started) the work, you're facing one of the most frustrating situations in home improvement.
Understanding Your Situation
You're not alone. This is one of the most common complaints in the roofing industry. Whether you paid a deposit upfront, made stage payments, or even paid in full before work started, discovering that your roofer has disappeared or stopped responding is deeply stressful.
This situation often leaves homeowners feeling vulnerable, angry, and unsure where to turn. The good news is that there are practical steps you can take, and knowing your position helps you make informed decisions.
Why This Commonly Occurs
Cash Flow Problems
Some contractors use your deposit to finish previous jobs, creating a cascade of incomplete projects. When they can't secure the next customer's payment, they abandon your job.
Overcommitment
Roofers may take on more work than they can handle, leaving some customers waiting indefinitely while they prioritize other jobs.
Lack of Professionalism
Some traders simply lack business ethics and take deposits with no intention of completing work, particularly if they're unvetted and unregistered.
What Not to Do Next
- ×Don't make further payments in the hope it will speed things up
- ×Don't threaten or harass the contractor – this could harm your legal position
- ×Don't immediately hire another roofer to complete the work without documenting everything first
- ×Don't assume you have no recourse – there are steps you can take
Practical Steps You Can Take Now
1. Document Everything
Keep records of all communications, quotes, invoices, receipts, contracts, photos of any work completed, and bank transfer details. This documentation will be essential for any dispute resolution or legal action.
2. Send a Formal Written Notice
Send a clear, dated letter (email and post) stating that work must resume by a specific deadline (e.g., 14 days), or you will consider the contract breached. Keep copies.
3. Check Payment Method Protection
If you paid by credit card (over £100), you may be covered under Section 75 of the Consumer Credit Act. If you paid by debit card, check if your bank offers chargeback protection.
4. Report to Trading Standards
Contact your local Trading Standards via Citizens Advice Consumer Service. While they may not resolve your individual case, they track rogue traders and may investigate patterns of complaints.
5. Consider Small Claims Court
For claims under £10,000, you can use the small claims court without a solicitor. This can be effective if the trader is a registered business with traceable assets.
6. Get a Second Opinion
Have a reputable, guaranteed roofer assess what work was completed (if any) and provide a written report on quality and value. This evidence will be crucial for any dispute.
Preventing This in Future
The single most effective way to avoid this situation is to use a roofer who is backed by a comprehensive guarantee scheme. With the Roofing Protection Scheme:
- Every member is vetted before approval
- Work is registered and tracked
- Optional RPS Protection on eligible work (up to £20,000 over 10 years)
- Independent dispute resolution process
Legal Disclaimer: This guidance is provided for general information only and does not constitute legal advice. The Roofing Protection Scheme provides access to vetted roofers and dispute resolution for work carried out by our members only. For legal advice regarding your specific situation, please consult a qualified solicitor or contact Citizens Advice.