Record the situation in detail, send a factual written summary with a reasonable deadline, and hold further payment until progress resumes. If that fails, get an independent quote to complete the work, consider a trade body or ADR complaint, and use Money Claim Online for unresolved amounts. Notifiable works left incomplete also need addressing with Building Control.
Step 1: record and photograph everything
Before anything else, document the current state of the work thoroughly: photographs and, ideally, a short video walkthrough with a date visible (a newspaper or phone showing the date works). Note what has been completed, what is missing, and any visible defects. This record matters whichever direction things go from here — it is your baseline evidence.
Step 2: write a factual, unemotional summary
Set out, in writing, what was agreed, what has and has not been done, and the dates involved. Stick to facts rather than frustration — a summary that reads as calm and accurate is far more useful later, whether to the builder, a mediator, or a court, than one that reads as an angry complaint.
- What the contract or quote said would be delivered and by when
- What has actually been completed to date
- Any communication about delays or problems so far
- The impact on you (living conditions, other trades waiting, additional costs)
Step 3: set a reasonable deadline in writing
Give the builder a clear, reasonable deadline to either resume and complete the work, or respond explaining the situation. What counts as reasonable depends on the size of the remaining work, but a specific date is important — vague requests to 'get back to me soon' rarely produce a result.
Step 4: withhold further payment
You are generally not obliged to make further payments for work that has not been carried out. Check your written agreement or schedule, but as a rule, payment should follow completed and verified stages, not precede them. Withholding payment for uncompleted work is different from refusing to pay for work genuinely done — be clear about the distinction in your own records.
Step 5: get an independent assessment or quote to complete
Ask another builder to look at what has been done and provide a written assessment of its quality, and a quote for completing the remaining work. This serves two purposes: it tells you what completion will actually cost, and it creates independent evidence of the state of the work if a dispute continues.
Step 6: trade body and TrustMark complaints
If the builder belongs to a trade body (FMB, NFB) or is TrustMark registered, check whether they offer a complaints or dispute resolution process — many do, and it can resolve matters without going to court. Membership schemes also sometimes offer a form of guarantee or insurance-backed protection worth checking.
Step 7: mediation and alternative dispute resolution
Before court action, mediation or another form of ADR is often quicker and cheaper, and some trade bodies run their own scheme. Citizens Advice can point you towards recognised ADR providers relevant to building disputes.
Step 8: small claims via Money Claim Online
For unresolved amounts (such as the cost of completing work, minus what you have not yet paid), the small claims track handles most disputes under £10,000 in England and Wales, and Money Claim Online (GOV.UK) is the standard way to start a claim. It is designed to be usable without a solicitor, though the evidence you gathered in steps 1–5 will matter a great deal to the outcome.
Notifiable works and Building Control sign-off
If the incomplete work includes anything notifiable under Building Regulations (structural work, drainage, electrical work in kitchens/bathrooms, etc.), check with your local Building Control body about the status of any notice or inspection. Work left part-completed can leave you needing a completion certificate later, and it is worth understanding this early rather than discovering it when you come to sell the property.
Practical checklist
- Photograph and video the current state of the work with a visible date
- Write a factual summary of what was agreed versus what has been done
- Set a specific, reasonable written deadline for a response or resumption
- Hold back payment for stages not actually completed
- Get an independent assessment and quote to complete the work
- Check trade body membership and any complaints scheme
- Check TrustMark registration and its dispute resolution process
- Consider mediation or ADR before court action
- Keep every piece of written correspondence in date order
- Check the status of any Building Control notice for notifiable work
- Understand the small claims process and Money Claim Online before starting one
- Get independent advice before spending significant money on legal action
Good and bad examples
What good looks like
A dated written summary sent by email: 'As of 14 March, the roof and first fix are complete but the kitchen fit and plastering, due by 1 March per our schedule, have not started. Please confirm by 21 March whether and when you will resume.'
What to push back on
A string of angry text messages sent over several days with no clear deadline, no reference to the original agreement, and no record kept of the replies.
Worked example
Illustrative escalation timeline
| Week | Action | Outcome |
|---|---|---|
| 1 | Photograph site, write factual summary, send with 7-day deadline | No response |
| 2 | Send follow-up referencing trade body membership | Builder responds, disputes timeline |
| 3 | Independent assessment and completion quote obtained | Confirms work incomplete, quotes £4,200 to finish |
| 4 | Trade body complaint lodged; mediation offered | Mediation scheduled |
| 6 | Mediation unsuccessful | Money Claim Online used for disputed balance |
Commonly missed items
- Not photographing the site before removing or altering anything
- Sending only verbal or informal complaints with no written record
- Paying further instalments hoping it will encourage the builder to return
- Not checking trade body or TrustMark complaints options before going straight to court
- Forgetting to check the status of notifiable work with Building Control
Warning signs
- The builder stops responding to calls, texts and emails without explanation
- Excuses become vague or repetitive without a genuine plan to return
- Requests for further payment despite work having stalled
- Materials or tools removed from site without explanation
- No trade body membership or insurance-backed guarantee to fall back on
Questions to ask
- What is your plan and timescale to complete the remaining work?
- Can you confirm this in writing with a specific date?
- Is there an outstanding Building Control inspection for this work?
- Are you a member of a trade body with a dispute resolution scheme?
- What has caused the delay, and is it ongoing?
When to seek professional advice
- The builder has stopped responding entirely
- The sums involved are significant relative to the whole project
- Notifiable work is incomplete and you are unsure of the Building Control position
- You are considering court action and want to understand the process first
- There are signs the builder's business may be in financial difficulty
Official sources
Frequently asked questions
- Can I hire another builder to finish the work while disputing payment?
- Generally yes, but keep clear records and an independent assessment of the original work first, as this evidence matters if you later seek to recover costs.
- How long should I wait before escalating?
- There is no fixed rule, but a written deadline of one to two weeks for a response is usually reasonable, adjusted for the size and urgency of the remaining work.
- Is small claims court expensive?
- Fees depend on the amount claimed and are set out on GOV.UK's Money Claim Online service; it is designed to be accessible without a solicitor for claims typically under £10,000.
- What happens if notifiable work was never signed off?
- Contact your local Building Control body directly — they can advise on regularising incomplete or unsigned-off notifiable work, which may be needed when you sell the property.
- Does mediation cost anything?
- Costs vary by provider and some trade body schemes are free or low-cost to members; Citizens Advice can point you to recognised options relevant to building disputes.
Builder Proof UK publishes general educational information for homeowners. It is not legal, structural, surveying, planning, electrical, gas, insurance or financial advice, and it does not replace advice from a suitably qualified professional for your specific project.