Citizens Advice Charnwood advises on steps to take when getting building work, renovations or repairs done to your home by outside contractors.

"I've just had my bathroom retiled, but I'm not happy with the work. At first, things seemed to be going well, but then the tradesperson left to do another job and I had to chase them for updates. They did eventually come back and finish the job, but the work was pretty rough around the edges. They also left all the old tiles and plaster for me to dispose of, which I wasn't expecting. I've now got the invoice, but I don't think the price reflects the work done or the service I got. Can I challenge this?"

You mention that the job looked "rough round the edges", if this is to a degree that you could consider the job unfinished or unsafe, you should be able to get the tradesperson to come back to fix it. You could also suggest removing the old tiles might be considered as part of finishing the job.

If the tradesperson considers the work complete, it's worth knowing you're protected by the Consumer Rights Act 2015, which says they should have completed the work with 'reasonable care and skill'. If they haven't done this, they've broken the law. The Act means you're legally entitled to ask the tradesperson to fix the problem (if they provided the tiles as well as the service) or get money refunded (if they just provided the service and you bought the tiles).

They should fix the problem or refund you in a reasonable amount of time, without causing too much inconvenience. As you've received the invoice for the work but not paid yet, now would be a good time to ask them to fix the issue or you can negotiate a lower price for the work.

Let the tradesperson know you understand what you're entitled to. Speak to them in person, or contact them in writing or by email -there are template letters on the Citizens Advice website to help with this - https://www.citizensadvice.org.uk/consumer/template-letters/letters/ .

Either way make sure you have a written copy of anything agreed. Before you contact them, it's a good idea to take photographs to use as evidence of the problem. Make notes about what happened, including dates and times. You should also gather any paperwork and receipts - was there any prior written agreement about who would dispose of the old tiles?

If you're struggling to come to an agreement with the tradesperson there are other steps you can take to solve your problem. These include using 'alternative dispute resolution', which is a way of solving disagreements without going to court.

Remember, there are certain steps you can take before you have the work done that should help you avoid problems.

- Get several quotes;
- Check the tradesperson has appropriate insurance in place;
- Get a written contract;
- If you pay a deposit pay by card and make sure you get a receipt.
- Don't pay for everything up front in case the tradesperson doesn't turn up.

Full details are available under Consumer – Home Improvemens on the Citizens Advice website – https://www.citizensadvice.org.uk/advisernet/consumer/getting-home-improvements-done/

Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help.

Our Local Enquiry Line is 01509 649605 and is open Mondays, Tuesdays & Thursdays 9.30am-3.00pm. Further details can be found on this website