New figures from Citizens Advice reveal a 33% increase in complaints about plumbers and plumbing, rising to 2,986 in 2025 from 2,175 in 2024. Overall, nearly 40,000 complaints were made in England about home maintenance and improvements last year.
Plumbing ranks fourth in complaint numbers, behind roofing, major renovations, and window/door work. Floor covering installations saw the largest percentage increase, up 181% from 2024, while glazing services halved.
The figures account for complaints which fall under the categories of ‘home maintenance and improvements’, ‘glazing products and installations’, as well as ‘floor coverings’.
Jack Reading from Emperor Paint, which supplied the recent Citizens Advice data, highlights key practices for installers to build trust and maintain a strong reputation.
Avoid these pitfalls:
• Providing no references or proof of previous work
• Quoting suspiciously low prices without clear justification
• Failing to detail what’s included in a quote
• Requesting cash payments upfront
• Operating without a written contract or registered business address
• Listing multiple dissolved companies to your name
• Constantly rotating workers on-site or disappearing during the job
• Taking on extra jobs mid-project
• Delivering substandard workmanship
• Being difficult to contact
• Ignoring health and safety regulations
Best practice tips:
• Provide clear, detailed quotes outlining scope, materials, and timescales
• Explain how the work will be carried out and what results the customer should expect
• Show evidence of previous similar projects
• Be transparent about the products you use, why they’re suitable, how they’ve been tested, and their limitations
Following these steps helps installers avoid complaints, improves customer confidence, and strengthens professional reputation. Clear communication, quality workmanship, and transparency aren’t just good practice — they’re essential for a thriving business.
https://emperorpaint.co.uk/blog/choosing-a-tradesperson-with-confidence/
Image credit: Unsplash
Complaints made to Citizens Advice in England regarding home maintenance and improvements in 2025
| Rank | Complaint type | Number of complaints |
| 1 | Roofing, roof sealing and chimney repairs | 7,854 |
| 2 | Major renovations (including lofts, conversions and extensions) | 4,336 |
| 3 | Window frames and doors (excluding electric garage doors) | 3,879 |
| 4 | Plumbers and plumbing | 2,896 |
| 5 | Other general building work | 2,803 |
| 6 | Fitted Kitchens | 2,438 |
| 7 | Paving, driveways, patios and decking | 2,323 |
| 8 | Insulation | 2,133 |
| 9 | Fitted Bathrooms | 1,797 |
| 10 | Electrical services and installations | 1,401 |
| 11 | Decorator services | 931 |
| 12 | Carpets and underlay | 908 |
| 13 | Guttering and drains | 871 |
| 14 | Conservatories/orangeries | 652 |
| 15 | Laminates and wood | 611 |
| 16 | Double/triple glazing | 562 |
| 17 | Wall coating and rendering | 486 |
| 18 | Scaffolding and skips | 468 |
| 19 | Home security systems | 455 |
| 20 | Floor tiles | 438 |
| 21 | Damp Proofing | 424 |
| 22 | Electric garage doors and electric gates | 365 |
| 23 | Linoleum and vinyl | 193 |
| 24 | Mats and Rugs | 169 |
| 25 | Floor Covering Fitting | 166 |
| 26 | Fascias (including cladding) and soffits | 126 |
| 27 | Glazing Services | 103 |
| 28 | Floor coverings – Other | 50 |
| 29 | Glazing products and Installations – Other | 26 |
Source: Emperor Paint / Citizens Advice Consumer Advice Trends
Change in number of complaints: 2025 vs 2024
| Rank | Complaint type | Number of complaints in 2024 | Number of complaints in 2025 | Percentage change in number of complaints |
| 1 | Floor covering fitting | 59 | 166 | +181.4% |
| 2 | Glazing products and Installations – Other | 15 | 26 | +73.3% |
| 3 | Flooring coverings – Other | 30 | 50 | +66.7% |
| 4 | Other general building work | 2,089 | 2,803 | +34.2% |
| 5 | Plumbers and plumbing | 2,175 | 2,896 | +33.1% |
| 6 | Laminates and wood | 485 | 611 | +26.0% |
| 7 | Linoleum and vinyl | 164 | 193 | +17.7% |
| 8 | Mats and rugs | 162 | 169 | +4.3% |
| 9 | Electric garage doors and electric gates | 371 | 365 | -1.6% |
| 10 | Electrical services and installations | 1,462 | 1,401 | -4.2% |
| 11 | Scaffolding and skips | 490 | 468 | -4.5% |
| 12 | Guttering and drains | 932 | 871 | -6.5% |
| 13 | Insulation | 2,323 | 2,133 | -8.2% |
| 14 | Major renovations (including lofts, conversions and extensions) | 4,735 | 4,336 | -8.4% |
| 15 | Paving, driveways, patios and decking | 2,545 | 2,323 | -8.7% |
| 16 | Window frames and doors (excluding electric garage doors) | 4,254 | 3,879 | -8.8% |
| 17 | Home security systems | 528 | 455 | -13.8% |
| 18 | Roofing, roof sealing and chimney repairs | 9,183 | 7,854 | -14.5% |
| 19 | Fitted Kitchens | 2,852 | 2,438 | -14.5% |
| 20 | Fascias (including cladding) and soffits | 150 | 126 | -16.0% |
| 21 | Carpets and underlay | 1,084 | 908 | -16.2% |
| 22 | Double/triple glazing | 672 | 562 | -16.4% |
| 23 | Conservatories/orangeries | 782 | 652 | -16.6% |
| 24 | Fitted Bathrooms | 2,237 | 1,797 | -19.7% |
| 25 | Decorator services | 1,209 | 931 | -23.0% |
| 26 | Wall coating and rendering | 648 | 486 | -25.0% |
| 27 | Damp Proofing | 598 | 424 | -29.1% |
| 28 | Floor tiles | 876 | 438 | -50.0% |
| 29 | Glazing Services | 208 | 103 | -50.5% |
