Complaint’s Case Studies

Complaints against HomeForce accredited tradespeople are very rare.

However, it would be dishonest to pretend that they do not happen.

When they do, it is usually a problem of communication. Neither the customer nor the tradesperson sets out to mislead the other.

To avoid “communication problems” HomeForce recommend that before proceeding with work a written description of what is to be done is agreed. Items that, in our experience, can lead to disputes if not clearly stated include:

  • Who is to provide materials?
  • What are critical sizes?
  • Are there limitations to the quality of finish that can be achieved?
  • Are their unknowns that may affect the cost of the job?
  • What is NOT included in the price?
  • Who will dispose of waste / debris? Is there an additional cost?
  • What are the payment terms / schedule of payments?

The following case studies illustrate where inclusion (or agreement on) the above would have prevented a dispute. In each case HomeForce mediated to try to find an amicable solution.

Case Study 1

The Job

  • Level off hearth and lay section of laminate over part of it.

The Problem

  • Customer expected larger section of hearth to be covered. However they had not provided enough laminate for the full area.

Customer & Tradesperson Opinion

  • Customer felt Tradesperson should have advised there was insufficient Laminate
  • Tradesperson felt he had been asked to fit only what was provided
  • Agreed that was simply a misunderstanding

Outcome

  • HomeForce suggested Customer provide further laminate and tradesperson fit at slightly discounted rate.
  • Both parties agreed and happy with outcome.
Case Study 2

The Job

  • Clearing, painting, repairing and replacing section of the gutters.

The Problem

  • One of the customer’s requirements was not executed.
  • However, nor had it been included in the quote from the tradesperson.

Customer & Tradesperson Opinion

  • Customer – Initially felt that they had been deliberately misled. Latterly acknowledged that it was simply a misunderstanding.
  • Tradesperson – Stated that as it wasn’t stated on the quote it wasn’t included in their work, However, acknowledged that break down could have been at their end (in transferring information from surveyor to head office). Keen to resolve rather than debate where the fault lay.

Outcome

  • Although now engaged at another job the tradesperson returned to do the additional work.
  • They did so with no further charge to customer.
  • Customer was very happy with the outcome and HomeForce’s role as mediator in resolving the problem.
Case Study 3

The Job

  • Decoration of bathroom

The Problem

  • Customer was dissatisfied with the quality of finish achieved on some areas

Customer & Tradesperson Opinion

  • Customer – That tradesperson should redo the part of the job not satisfactorily done.
  • Tradesperson – Did not feel it was possible to achieve a quality finish without re-plastering work due to poor condition of the wall. Felt he had made that clear in prestart discussions but had not stated this in writing.

Outcome

  • Agreed that customer pay a token amount for the work that had been satisfactorily completed and materials used.
Case Study 4

The Job

  • Construction of two cupboards under eves in attic conversion bedroom

The Problem

  • One of cupboards was not to dimensions customer expected.

Customer & Tradesperson Opinion

  • Customer – Felt tradesman had not followed instructions and was dishonest in not acknowledging a mistake.
  • Tradesperson – Customer had changed mind several times prior to commencement of works. (Acknowledged by customer). They had delivered on what was finally verbally agreed

Outcome

  • HomeForce discussed options to adapt cupboard with tradesperson and other, similarly skilled, tradespeople. Three options proposed to the customer.
  • Both customer and tradesperson felt very strongly that they were not at fault.
  • Options for the compromise were not accepted by customer.
  • Tradesperson declined to make reimbursement payment.
  • HomeForce advised customer that they could approach Citizens Advice, Trading Standards or professional mediation service if felt tradesperson was being dishonest.
  • Customer declined to take further action.
  • Unable to resolve.

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