Complaints related to potential cowboy builder scams have nearly doubled in England and Wales since 2022, according to an analysis of Citizens Advice figures by home improvement firm Leader Online. The data indicates a rise in flagged scams from eight percent in 2022 to 14 percent by 2025.
This increase coincides with planned government action to curb rogue traders. The initiative includes the introduction of a database of trusted traders and a payment system designed to offer enhanced safeguards for consumers.
The financial impact of substandard home improvement work has also escalated, with the cost of rectifying shoddy work reaching £2.3 million in 2025, the highest figure recorded since 2022. Leader Online estimates that the true cost could be substantially higher, as a small proportion of complainants report the full 'detriment cost,' which encompasses all expenses resulting from poor workmanship, including potential costs like temporary accommodation.
By applying the median reported detriment cost of £1,000 across all 189,224 complaints submitted to Citizens Advice during the analyzed period, the total bill for remediation works could have reached approximately £189.2 million last year. In 2022, the Citizens Advice Consumer Service documented 50,346 complaints regarding home renovation issues, with an estimated 4,024 (8 percent) flagged as potential scams. By 2025, while the total number of complaints decreased, the percentage of those flagged as potential scams rose to 14 percent. Early data from 2026 suggests that suspected scams remain at an elevated level.
David Turner, head of product at Leader Online, emphasized the profound financial and emotional toll that dishonest builders can inflict. He advised consumers to scrutinize quotes for clarity on inclusions, materials, timelines, and payment schedules, recommending caution if details are vague or fluctuate.
New Government Protections
The forthcoming government scheme, set to launch in September, aims to provide greater protection for households undertaking renovations. Traders participating in this voluntary scheme will be required to meet specific standards for customer service, transparency, and dispute resolution. A key feature of the scheme is a payment system where consumer funds will be held in an account and released incrementally as project milestones are achieved.
However, industry reactions are mixed. The National Federation of Builders expressed concern that the changes might not deter all unscrupulous operators, while some Conservatives suggested potential administrative burdens for legitimate businesses. Citizens Advice has consistently highlighted home renovations as a major source of consumer complaints. A July 2026 report from the organization indicated that around 37,000 complaints related to home maintenance and improvements were received in 2025. The report also found that 28 percent of individuals who hired a tradesperson in the preceding 18 months encountered issues, with a median loss of £750 for those who lost money, and 11 percent losing over £5,000.
Furthermore, the Citizens Advice report noted that consumers using accredited or larger, established traders were not less likely to experience problems compared to those using sole traders, indicating that voluntary schemes alone may not fully address market issues.
Business Secretary Jonathan Reynolds stated that the government is taking action to safeguard consumers and support reputable traders, aiming to boost confidence in home improvement spending. The Federation of Master Builders welcomed the initiative but echoed concerns about its voluntary nature, arguing that it lacks the regulatory backing necessary to effectively protect both consumers and legitimate builders.