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Rogue traders

Rogue Traders who target the elderly and vulnerable

Rogue trading includes a range of activities where the trader is acting outside of the law resulting in the consumer being overcharged and work that is sub-standard or incomplete.

Typical tell-tale signs

Click the headings below for more detail on what to look out for.

Cold calling at the doorstep offering services such as gutter cleaning, gardening, house maintenance, jet washing, driveway, paving etc.

Befriending the homeowner by various means (e.g. claim to have been before or claim they are working up the street). Many victims say "He was such a nice man".

Starting with small jobs such as cleaning the gutters for £15 and then claim further work is needed (which they will not quote for), then demand £000’s, often for no or very little work.

No written quote provided so the price goes up and up, or they say the customer must have misheard the price

Making fraudulent claims about work they say is needed e.g. claim moss on a roof causes damage and needs to be washed off, painting a roof is necessary to protect it etc.

Returning again and again to vulnerable victims demanding further payment for bogus reasons (e.g. claiming that VAT has not been paid, claim to be Trading Standards officers and offer to refund the victim with a cheque once the victim has given them more cash).

Using intimidation to extort money and often take the homeowner to a bank or cashpoint to withdraw cash.

The victims of this type of rogue trader

They are the most vulnerable in our community and the impact on them is immense. Many victims are targeted over a period of years and some rogue traders acquire a huge income from this type of work. One trader we prosecuted had taken over £1 million pounds from elderly victims over a 12 month period.

Only about 15% of victims report these incidents through fear or because they feel ashamed. Although Trading Standards works closely with the police to stop rogue traders, many of the reports received from the public come too late for the traders to be found.

We would urge you to contact the Citizens Advice Consumer Service in relation to any suspected rogue trader incidents or suspicious activities.

If rogue traders are still at your property please call the police on 101

How elderly and vulnerable residents can avoid this type of rogue trader

  • Don’t accept work from anyone who calls at the door, and don’t contact people who leaflet you. The best traders will get all their work through word of mouth and don’t need to do these things.
  • They may try to alarm you by making you think there is some urgency to the work (eg. your tree looks dangerously unstable, or your roof will leak next time it rains), or they might make you think you will get a really good price if you take up their offer there and then (eg. we’ve got some tarmac left over so can do your driveway cheaply). Politely decline and send them on their way. If any of these things have caused you concern, seek recommendations of traders from people you know and get an honest opinion from them, or seek an opinion from a trader on our Buy with Confidence approved trader scheme, each of whom have been thoroughly vetted by Trading Standards. Safe Local Trades is another trader scheme we work closely with based in Peterborough.
    Always get three quotes if you are proposing to have work done. Make sure the quotes are in writing and detail what they are going to do for the price (which should include VAT if the trader is VAT registered).
  • don't let a trader who cold calls you into your home, no matter how friendly they seem, and always use a chain on your door when you answer it.
  • remember that if you enter into a contract in your home for work costing £42 or more you have 14 days to cancel by writing to the trader (even if the work has started), unless you have asked the trader around specifically to carry out emergency repairs or maintenance. If you haven't been given information on your right to cancel, then you can cancel up to 54 weeks from the agreement date.

How can you help to protect the elderly and vulnerable neighbours and relatives that you care about?

If a vulnerable neighbour mentions that someone called at their door offering to do work, or are perhaps having some work done at the moment, ask questions.  Were they put under pressure, or encouraged to have the work done there and then? Are the traders coming back to do more work? Did they claim to have uncovered other bigger problems whilst they were there? Were they given any paperwork?

Essex Trading Standards have produced a video which gives an example of the typical traits you’ll see which can help you look out for the elderly and vulnerable people you care about Rogue Traders - Essex Trading Standards (youtube.com)

If you are left with concerns, contact Citizens Advice Consumer Service for advice on 0808 223 1133, and if your elderly or vulnerable friend or neighbour feels intimidated and the trader is returning to the property imminently, contact the police on 101 

Rogue traders who market themselves to communities via social media or use trader platforms 

Rogue traders have infiltrated many local community social media channels, and in recent times we have seen a rise in complaints from people who have been recommended a trader by supposed ‘locals’ on their local community social media page, only to be left with shoddy, poor quality work, inferior materials, or work unfinished/not started. We’ve seen a similar rise in complaints where residents have found traders using trader platforms and trader recommendation schemes. This leaves the homeowner having to employ a reputable trader to put the work right, but little hope of recourse against the original trader.

Follow these simple steps to avoid this pitfall:

  • Where possible, seek recommendations from people you know locally rather than seeking traders through social media. Alternatively see if there are any traders who might be able to help you on our Buy with Confidence Approved trader scheme (which offers comprehensive vetting and an arbitration scheme). Safe Local Trades is another scheme we work closely with based in Peterborough.
  • If you seek recommendations on social media, only take up the recommendations from those people you actually know locally, and if it’s a big job such as building work or landscaping, where possible see if they’d mind you having a look at the work that has been done.
  • If you do use a trader platform or trader recommendation site, look carefully at what the platform or scheme offers in terms of vetting members (minimum time they’ve been trading, county court judgements, do they seek independent customer feedback, how do they ensure reviews on their website are genuine). Also look at whether they offer any kind of arbitration or mediation in the case of an issue. With many schemes businesses simply pay to be listed. Remember, generally speaking the best traders get their work through word of mouth and never need to advertise.
  • Always get three quotes to make sure the price is reasonable, and make sure the quote is in writing detailing what is covered.