Consumer Rights Act 2015 and Services: A Plain-English Guide
What the Consumer Rights Act 2015 generally says about services such as home repairs and cleaning: reasonable care and skill, price and time, and remedies.
When you pay someone to do a job for you, such as repairing a roof, cleaning a flat or tuning a garden, the law gives you certain basic protections. In England and Wales, much of this sits in the Consumer Rights Act 2015. This guide describes it in general terms to help you understand your position. It is not legal advice, and rules vary in Scotland and Northern Ireland, so check gov.uk or Citizens Advice for your own situation.
Who it applies to
The Act protects consumers, meaning individuals acting mainly outside their trade or business, who buy services from a trader. If you are hiring a provider for your own home, you are generally a consumer. If you are hiring for a business or as a landlord running a business, different considerations may apply.
The core rights for services
Reasonable care and skill
A service should be carried out with reasonable care and skill. That means the standard you would expect from a competent professional doing that type of work. It does not mean perfection, but it does mean the provider should not be careless or substandard.
Information is binding
What the provider says or writes about themselves or the service, such as what they promise to do, may be treated as part of the contract if you took it into account. This is why written scope and messages matter.
A reasonable price, if not fixed
If the price has not been agreed in advance, you should generally only have to pay a reasonable amount. This is why a clear quote or estimate is helpful.
A reasonable time, if not fixed
If no time for completion has been agreed, the service should be performed within a reasonable time. Agreeing dates in writing removes doubt.
What if the service falls short?
If a service is not performed with reasonable care and skill, or does not match what was agreed, the Act describes remedies. In general terms:
- Repeat performance. You can ask the provider to put it right or do it again, within a reasonable time and without significant inconvenience to you, and at no extra cost to you.
- Price reduction. If repeat performance is impossible, or not done within a reasonable time, you may be entitled to a reduction, which may be up to the full price depending on the circumstances.
Which remedy fits, and how much, depends on the facts. The first step is usually to give the provider an opportunity to fix the problem. See what to do when work is poor.
What it does not do
- It does not guarantee that you will be happy with every aesthetic choice.
- It does not remove your own responsibilities, such as paying what was agreed and giving reasonable access.
- It does not mean every problem leads to a full refund.
- It does not replace the need for clear agreements.
Standard terms and unfair terms
The Act also deals with unfair terms. A term in a consumer contract that causes a significant imbalance to the consumer's detriment, contrary to good faith, may not be binding. If a provider's terms look one-sided, such as excessive cancellation charges, you can seek advice about whether they are enforceable. Citizens Advice is a good source.
Other rights worth knowing
- Cooling-off periods can apply to some contracts made online or away from the trader's premises. See cooling-off periods for services.
- Payments: if you paid by credit card, other protections may exist under separate legislation. Ask your card provider.
- Goods supplied with the service: materials and goods have their own rules about quality and fitness. Keep receipts.
How to use this practically
- Keep the offer, messages and invoices that show what was agreed.
- Photograph the result and any defects.
- Raise problems promptly and in writing.
- Quote the relevant principle calmly, for example that the work was not carried out with reasonable care and skill, without sounding hostile.
- Allow a reasonable time for a fix.
- Escalate if needed. See how to complain to a provider.
Where to get help
Citizens Advice and gov.uk provide free guidance on consumer rights, and can direct you to dispute resolution schemes or the small claims process. If you booked through a platform, such as Compito, support is also there to help if something goes wrong. See the help centre.
Frequently asked questions
Does this apply to work paid in cash?
Your consumer rights generally apply regardless of how you paid, but proving what was agreed and paid is harder without records.
Does it apply to emergency call-outs?
Generally yes, as services supplied to consumers, though the circumstances may affect what is reasonable.
Can I sue for a small amount?
Many disputes of modest value are handled in the small claims track. See small claims basics.