Contact the trader in writing today, explain the fault has returned, and ask for a free repeat repair within a clear deadline. If nothing is done, the problem usually drifts into repeated delays, extra costs, and arguments about whether the original work was “finished”. Keep the item or area safe and stop any use that could make the damage worse until the trader responds. If the trader refuses or ignores the message, prepare to escalate through their formal complaints route and then to the next stage set out below.
What the problem is
This comes up in everyday UK situations where a repair has been paid for and signed off, but the same fault returns soon after. It affects homeowners after plumbing, damp, roofing, boiler, appliance, or car repairs, and it also affects tenants when a landlord’s contractor “fixes” something that fails again. It often appears after a partial response such as “it’s working now” or “that’s normal”, or after a short revisit where the issue is patched rather than properly resolved. Many people only realise it is a repeat fault once the same symptoms return under normal use, sometimes after the trader has already closed the job and moved on.
In UK cases, the awkward stage is usually when the trader says the repair is outside warranty, blames a different cause, or asks for another payment to “investigate”. It can also happen after a delay where the customer has chased informally by phone or text, but nothing has been confirmed in writing. If there has been a complaint already, the repeat failure often lands just after the trader has offered a small goodwill discount or a quick revisit, leaving the customer unsure whether to accept another attempt or push for a different remedy.
Why this happens
Repeat faults usually happen because the original diagnosis was wrong, the repair was incomplete, or the underlying cause was not addressed. In building and home repairs, the visible symptom can be treated while the source remains, such as a leak route, a failed seal, or a wiring issue that only shows under load. In vehicle and appliance repairs, parts can be swapped without confirming the fault has been eliminated, especially when the problem is intermittent. Time pressure, subcontracting, and “get it working today” incentives can also lead to temporary fixes that do not last.
Business behaviour plays a big role. Traders often rely on the fact that many customers will not want the hassle of another dispute, particularly if the item is working some of the time. Some will try to reframe the repeat fault as a new job, or as wear and tear, to justify a fresh charge for call-out or diagnostics. A common organisational pattern is that the first response is a polite promise to “book it in”, followed by slow scheduling and then a push to charge again once the customer is tired of chasing.
There is also a practical reason repeat faults become messy: evidence gets weaker over time. If the customer keeps using the item, or if further work is done by someone else, the trader can argue the situation has changed. That is why the next steps need to be calm, written, and focused on giving the trader a fair chance to put it right while protecting the customer’s position.
Your rights in UK
In the UK, paid repair work is expected to be carried out with reasonable care and skill, and the outcome should match what was agreed. When the same problem returns, the most effective leverage is to treat it as a failure of the original service rather than a brand-new request. The practical aim is to secure a repeat repair at no extra cost, or a price reduction if a proper fix is not provided within a reasonable time.
What usually works is a clear written message that links the repeat fault to the original job, includes dates, and asks for a specific remedy. Keeping the request reasonable matters: a trader is more likely to act when the customer offers access and a short window to inspect, but also sets a firm deadline. If the trader tries to charge again to correct the same issue, asking them to explain in writing why it is not connected to the original work often changes the tone, because it forces a decision rather than a vague “maybe”.
If the repair was arranged through a larger company, a letting agent, or a warranty provider, the practical position is stronger when the complaint is directed to the business that took payment or accepted responsibility, not only the individual engineer or subcontractor. Where payment was made by card, the possibility of a card dispute can also encourage engagement, but it tends to work best after the trader has been given a fair chance to put things right.
Legal basis in UK
The most relevant basis for repeat faults after paid repair work is the Consumer Rights Act 2015, which is used in practice to argue that the service was not carried out with reasonable care and skill and that the trader should provide a repeat performance or an appropriate price reduction. In day-to-day UK disputes, referring to this Act in a calm complaint letter often helps because it frames the issue as a service failure rather than a negotiation about goodwill. The key practical point is to ask for the remedy that fits the situation: a free repeat repair where that is possible, or a reduction/refund where the trader cannot or will not fix it properly within a reasonable time.
GOV.UK has consumer guidance that supports the approach of raising the issue formally, keeping records, and using the trader’s complaints process before escalating further: GOV.UK guidance.
Evidence that matters
The strongest evidence is anything that shows the repair was done, what was agreed, and that the same fault has returned. The goal is not to build a huge file; it is to make it easy for the trader (and anyone reviewing the dispute later) to see a clear timeline. Photos and short videos are useful when the fault is visible or audible, especially if they show the same symptom as before. Messages that show the trader acknowledged the original issue, or promised a fix, often carry more weight than long explanations.
Collect evidence that links the repeat fault to the original job. If the trader replaced a part, keep the invoice description and any warranty wording. If the repair was to a property, keep the quote, the completion message, and any notes about what was and was not included. If the fault is intermittent, a simple log of dates and what happened can be enough to show it is recurring.
Avoid actions that make the story harder to follow. Do not strip parts out, attempt DIY repairs, or pay a second trader to “correct” the work yet, because it can create arguments about what caused what. If safety is a concern, isolate the issue (for example, stop using the appliance, turn off water to the affected supply, or avoid driving the vehicle) and record what was done to keep things safe.
Checklist to pull together before contacting the trader again:
- Invoice/receipt and the original quote or booking confirmation
- Dates the fault returned and a short description of the symptoms
- Photos/videos showing the repeat issue
- Any messages where the trader described the fix or confirmed completion
Three common mistakes seen in UK disputes are: agreeing to pay another call-out “just to look” without written clarification that it will be refunded if it is the same fault; relying on phone calls only and having no written timeline; and letting a long time pass before reporting the repeat fault, which gives the trader room to argue it is unrelated.
One thing not to do yet is to leave a public review accusing the trader of a scam, because it can harden positions and distract from getting the repair resolved.
What to do next
Send written notice
Send a short email or message that can be saved, addressed to the business that took payment. State that the same fault has returned, include the job reference and date, and ask for a free repeat repair within a clear deadline (for example, a set number of days). Keep it factual: what was repaired, what has happened again, and what access can be offered for inspection. Ask the trader to confirm in writing whether they accept it is linked to the original repair.
Use official process
If the trader is a larger company, use their official complaints process rather than informal chasing. The complaints route is normally found on the company website under “Complaints”, “Contact”, or “Customer service”, or on the invoice/terms sent at booking. Prepare the information they usually ask for (job number, date, address, brief fault description, and preferred appointment times), and attach the key evidence rather than long narratives. Do not reproduce or create a form; use the business’s own complaint submission method so there is a clear record and reference number.
Checklist to prepare for the official complaint submission:
- Job reference, invoice date, and amount paid
- Two or three photos/videos showing the repeat fault
- A short timeline of the original repair and when the fault returned
- Dates/times when access can be provided for a revisit
The normal response timeframe in UK cases is that an acknowledgement arrives quickly, with an appointment or decision following after a short wait depending on workload. If there is no response by the deadline set in the written notice, escalate by submitting the formal complaint through the official route and asking for a written final response. If the trader replies but only offers a paid revisit, respond once in writing asking them to confirm why the repeat fault is not covered as part of the original service and restate the request for a free repeat repair or a price reduction.
Escalate after silence
If the trader still does not engage after the formal complaint, change strategy to a final written letter or email that sets out the remedy sought and a last deadline. Keep it calm and specific: repeat performance by a certain date, or a partial/full refund to reflect the failed repair. If the trader is part of a trade body or has an ADR scheme in their terms, follow that route only if it is clearly offered by the business; otherwise, the next practical step is to consider a money claim based on the cost of putting the work right.
One neutral typical UK outcome is that the trader agrees to return and redo the work once the complaint is put in writing with a clear deadline.
Know when stop
Stop allowing repeated attempts when the trader has already revisited and the same fault keeps returning, or when the trader’s plan is clearly another temporary patch. At that point, it is usually better to obtain an independent written assessment and a quote for a proper fix, because it clarifies what is wrong and what it will cost to resolve. If urgent safety or water ingress is involved, prioritise making the situation safe and preventing further damage, then keep receipts and photos so the costs can be explained later.
Related issues on this site
If the repeat problem is happening in a rented home and the landlord or agent keeps sending contractors who do not fix it, the situation can shift from a service dispute to a housing repair issue where communication and evidence need a slightly different approach. If the trader is refusing to refund a clearly failed job, it can also overlap with payment disputes and chargeback timing. These situations are covered in landlord not fixing repairs and chargeback UK how to do it when the repeat fault is dragging on or extra costs are building.
Get help with the next step
Contact UKFixGuide — Share the repair date, what was agreed, and what the trader has said since the fault returned so the next message can be drafted clearly.
