The most common complaints were poor workmanship (38%), incomplete jobs (24%), substandard materials (20%), and failure to meet agreed specifications (25%).

Checkatrade produced this inaugural ‘State of Trust in Trades’ report in partnership with Focaldata, polling 3,000 UK adults to obtain insights into consumer experiences with tradespeople, used to shape recommendations about how trust can be rebuilt.

The report confirmed that nearly three-quarters (72%) of people hired a tradesperson in the last 12 months, relying primarily on word-of-mouth (69%) recommendations. Still, only 52% confess to trusting the tradespeople they worked with.

The new data identifies that cost transparency is a significant concern. Nearly two-thirds (63%) of those hiring a tradesperson report that their final bill matched the initial quote, yet just 59% say they were kept informed about increases in advance.

Exacerbating the issue, only 37% of consumers received an itemised written quote; 23% accepted a price without any detailed breakdown, and 3% relied on verbal estimates.

This lack of formal documentation erodes trust and contributes to dissatisfaction with cost transparency.

While anyone can fall victim to a rogue tradesperson, the newly released State of Trust in Trades report showed that young people and women are particularly vulnerable.

The research indicates that 60% of women have encountered a rogue tradesperson, compared to 55% of men.

Women also cite more pronounced communication challenges, being less frequently informed about delays and cost changes (76% and 48%, respectively) and experiencing slower responses when seeking follow-up work (35%).

Negative tradespeople experiences are also higher among younger people, with 74% of those under 24 facing challenges compared to 45% of those over 65.

However, when older adults encounter rogue trades, the impact is often more severe, highlighting their greater vulnerability to issues.

The report also investigates the impact of encountering a rogue tradesperson, discovering that the experience profoundly affects a consumer’s sense of security and overall well-being.

A significant 61% of those who’d been scammed reported feelings of anxiety and frustration, with 40% experiencing stress and sleepless nights. Additionally, 17% suffered from physical distress, ranging from discomfort to injury as a result.

Negative experiences also shape attitudes towards future home improvements. Encountering a rogue tradesperson leaves consumers feeling more apprehensive about hiring again, with 43% nervous and 34% worried, compared to those who have not had their fingers burned. In 14% of cases, consumers have settled for inexpert DIY solutions rather than risk hiring another professional to fix botched jobs.

The report concludes that more than half of people (54%) believe trade recommendation sites like Checkatrade enhance their trust in tradespeople but that these platforms must play their part in fixing the trust challenges.