How to Claim Compensation for Poor Quality Repairs

When you pay for repair work - whether on property, a vehicle, household item or personal belonging - the law in England and Wales protects you if that work is carried out poorly, fails to fix the problem, or causes further defects. Under the Consumer Rights Act 2015 (CRA 2015), services must be performed with reasonable care and skill, completed within a reasonable time, and charged at a reasonable price if not agreed in advance. If these standards are not met, you have legal avenues to seek compensation, including refund, price reduction, or damages for losses you have suffered.

This guide explains your rights, the practical steps for making a compensation claim for poor quality repairs, relevant time limits, and how to escalate a dispute when necessary.

Legal Framework: The Consumer Rights Act 2015

Under the Consumer Rights Act 2015, any service you pay for must:

• Be carried out with reasonable care and skill;
• Be completed within a reasonable period (unless a specific deadline was agreed);
• Be performed at a reasonable price if no price was set in advance.

Where work includes materials (for example, parts supplied as part of the repair), those materials must also be of satisfactory quality, fit for purpose, and as described.

If a repair falls below these standards, the law gives you rights to ask for the problem to be put right, receive a reduction in price, or obtain compensation for losses caused by the poor workmanship.

What Constitutes Poor Quality Repairs?

Poor quality repairs generally include:

• Work that does not adequately fix the original fault.
• Work that introduces new defects or damage.
• Repairs that are incomplete or do not conform to the agreed specification.
• Work that is so substandard that a reasonably competent professional in that trade would not have carried it out.

In such cases, the service is not delivered with “reasonable care and skill”, which forms the basis of a legal claim.

Compensation and Remedies Available

The CRA 2015 provides for different remedies depending on the nature and severity of the failure:

1. Repeat Performance

Your first right is usually to require the trader to put things right by re‑performing the repair properly, at no extra cost, within a reasonable time and without significant inconvenience.

This could involve the same trader returning to fix the defects.

2. Price Reduction

If repeat performance is impractical, impossible, or refused, you can request a price reduction. This may involve a partial or full refund of the amount you paid for the repair. The reduction should reflect the extent of the service failure.

3. Compensation for Losses (Damages)

You may seek compensation (damages) where poor quality repairs have caused you additional loss - for example:

• Paying another tradesperson to re‑repair or complete the work.
• Costs incurred because an item stayed broken longer than it should have.
• Costs of hiring temporary replacement items or accommodation (if directly caused by the poor repair).

Compensation is distinct from a price reduction; it is intended to put you in the financial position you would have been in had the contract been properly performed.

Step‑by‑Step: How to Claim Compensation

Step 1: Gather Evidence

Prepare a clear record of:

• The contract or agreement for the repair.
• Written or verbal descriptions of the promised work.
• Receipts, invoices, and proof of payment.
• Photographs or reports showing defects after the repair.
• Any communication with the trader about the issue and attempts to resolve it.

Evidence is crucial for proving that the work was poor and linking it to financial loss.

Step 2: Raise a Formal Complaint

Contact the repairer promptly in writing. Your complaint should include:

• What work was promised and how it has failed.
• Reference to your rights under the Consumer Rights Act 2015.
• What outcomes you seek: repeat performance, price reduction, and/or compensation.
• A reasonable deadline for response (typically 14–21 days).

Maintain copies of all correspondence.

Step 3: Offer the Opportunity to Remedy (If Appropriate)

Unless it is unreasonable to do so, give the repairer a chance to correct the work, as this is often a condition before seeking further legal remedies.

Step 4: Consider Alternative Dispute Resolution (ADR)

If the repairer refuses to resolve the issue, check whether they are a member of a trade association that provides ADR or an ombudsman scheme. These schemes can provide independent adjudication without going to court.

When to Take Legal Action

If informal negotiation and ADR fail, you may escalate to a court claim:

Small Claims Court

For many consumer disputes involving poor quality repairs, the small claims track in the County Court is suitable. You can seek:

• Refunds or price reductions;
• Compensation for additional losses;
• Interest and court costs, where appropriate.

The small claims process is designed for individuals to represent themselves without urgent need for solicitors.

Time Limits and Practical Considerations

Time Limits

Most breach of contract claims under CRA 2015 must be brought within six years from the date the breach occurred (e.g. the date of the defective repair). Acting promptly also helps preserve evidence.

Proof of Loss

Where you are claiming compensation for consequential losses, you must show:

• What the loss or cost was; and
• How the poor quality repair caused that loss.

Maintaining receipts and clear records of additional costs supports your claim.

Specialist Contexts Where Poor Repairs Arise

Housing Repairs

Where poor quality repairs are carried out by landlords in rented properties, tenants may also seek compensation or rent reductions under housing law and through housing ombudsman schemes, if repairs breach tenancy obligations or affect habitability.

Common Questions

Can a Trader Insist on Only Fixing the Work Instead of Refund?

While a trader may prefer to correct the work, you have a statutory right to request a price reduction and compensation where repeat performance is impractical or unreasonable.

Does a Guarantee or Warranty Affect My Legal Rights?

A commercial guarantee or warranty may provide additional remedies, but it cannot reduce or eliminate your statutory rights under the Consumer Rights Act.

Can I Claim for Inconvenience or Time Lost?

Compensation for inconvenience or time lost can be more challenging to quantify. Courts generally award damages for financial loss or actual costs incurred, rather than general inconvenience, unless the latter leads to demonstrable economic loss.

Summary

If repair work in England and Wales is of poor quality:

1. Know your statutory rights under the Consumer Rights Act 2015: reasonable care and skill, reasonable time, reasonable price.
2. Collect evidence of the defect and any losses.
3. Formally complain in writing, citing your rights and desired remedies.
4. Request repeat performance or price reduction/refund.
5. Seek compensation for consequential losses if you have clear evidence of financial impact.
6. Use ADR or the small claims court to resolve the dispute if necessary.

Understanding and asserting these rights helps ensure you are not financially disadvantaged when repairs fall below acceptable professional standards.