Citizens Advice Warns of Surge in Rogue Roofer Scams

Citizens Advice is alerting homeowners to a growing threat from scam roofing firms, reporting a substantial rise in incidents. The charity disclosed that it handled nearly 9,000 complaints related to roofing work in the past year, estimating that a quarter of these cases involved victims of scams. Rogue roofers frequently target individuals at their homes, fabricating non-existent roof problems to charge exorbitant fees for unnecessary repairs. In other instances, they may be called for a minor, legitimate repair but then exaggerate the scope of work and cost.

The Case of Charlotte

One such victim, a 65-year-old woman identified as Charlotte from north-east England, lost £3,500 after posting an advertisement for gutter repairs online. Two men, claiming they could fix a dripping sound from her gutters for £250, arrived at her home. Within 20 minutes, they reported discovering extensive damage to the roof's underlying wood, recommending immediate "eave protection" work for £2,500. After Charlotte agreed, they presented a bucket of crumbling cement, alleging further issues with roof tiles and a risk of leaks, leading to a total charge of £3,500. Charlotte, feeling intimidated and alone, paid the sum. The next day, there was no evidence of any work performed.

Charlotte sought assistance from Citizens Advice and engaged with Trading Standards and the Financial Ombudsman Service. She eventually received £800 in compensation from the online platform, which informed her that the traders had been previously removed but had re-registered under new identities and had scammed other local residents.

Patterns of Deception

Suspected roofing scams represented 10% of all goods or services complaints flagged as scams by Citizens Advice in the past year, making them the most common scam encountered by the charity. Common tactics reported by victims include traders disappearing with money, being tricked into paying for work not done, the invention of problems, aggressive sales techniques, intimidation, and gross overcharging. The charity noted that doorstep sales tactics were employed in 77% of suspected roofing scams.

Dame Clare Moriarty, chief executive of Citizens Advice, stated, "Poor quality work is an issue in the roofing sector. But there's a difference between a roofer who does a shoddy job, and a scammer who commits a calculated crime - designed solely to extort money from homeowners." She added that scammers exploit the inaccessibility of roofs, knowing most homeowners cannot easily inspect the work themselves.

Advice for Homeowners

Citizens Advice recommends several precautions for homeowners to avoid falling victim to roofing scams:

• Be Wary of Doorstep Sales: Reputable roofers typically do not solicit work by knocking on doors or calling unexpectedly. Ignore unsolicited offers and be suspicious of traders who refuse to provide written quotes or demand upfront payment or cash.
• Seek Recommendations: While online platforms can be a resource, it is safer to seek recommendations from trusted neighbours, friends, or family. Be aware that some online tradesperson websites may not thoroughly vet their advertised contractors.
• Verify Company Legitimacy: Look out for "phoenix firms," where a business is liquidated and its assets transferred to a new company with a different name and address to avoid debts. Checking a firm's principals on Companies House for multiple dissolved businesses can reveal red flags.
• Understand Your Rights: If you agree to work with a trader who visits your home, you have a 14-day cooling-off period to cancel the agreement. Ensure the trader provides this cancellation information in writing.
• Get Multiple Quotes: Always obtain at least three written quotes for any significant roofing work. Research typical costs online to identify unusually high pricing, which may indicate an attempt to inflate the severity of issues.
• Avoid Large Upfront Payments: Never pay in full for roofing work before it begins. A substantial upfront deposit can be a sign of a scam, as unscrupulous roofers may take the money and fail to complete the job.

Consumer Protection

Under the Consumer Rights Act 2015, homeowners are entitled to have faulty work rectified or to receive a refund if a trader has not performed their job with reasonable care and skill. Homeowners experiencing issues should gather all relevant paperwork, receipts, and photographic evidence, along with detailed notes of dates and times, to support their claims.