BiKBBI Research: Consumer Complaints in the RMI Sector

The home improvement sector continues to attract a significant number of consumer complaints in the UK. While the overall volume of complaints has fallen slightly over the past year, issues such as poor workmanship, unfinished projects, and weak communication remain common.

As the only organisation dedicated solely to the fitted interiors installation sector, the British Institute of Kitchen, Bedroom & Bathroom Installation (BiKBBI) plays a unique role in driving industry standards. This includes the ongoing review of research findings from a range of trusted sources to identify trends, highlight risks, and provide an evidence-based perspective on the challenges facing the industry.

By examining the latest complaint data in detail, we've compiled a report that sheds light on the underlying causes of consumer dissatisfaction, most notably the impact of the skills gap and underlines the importance of raising standards across the fitted interiors sector.

This report analyses the number and nature of consumer complaints in the UK related to home improvement, maintenance, and repair, with a specific focus on fitted interiors such as kitchens and bathrooms. The report draws on recent statistics from sources like Citizens Advice and makes comparisons with previous data to identify trends and potential causes for the complaints, including the role of the much publicised skills gap.

Key statistics and trends
According to data from the Citizens Advice Consumer Service, home maintenance and improvements continue to be a significant source of consumer dissatisfaction in the UK.

Recent figures (July 2024 - June 2025): There were 36,534 complaints related to home maintenance and improvements. This represents 12.6% of all complaints handled by the service, making it the second-largest issue category after used vehicles.

Comparison with previous year (July 2023 - June 2024): This figure shows a decrease from the previous year, which saw 41,624 complaints in the same category (13.4% of total complaints). While there was a decline in the overall number of complaints, the proportion of home improvement issues remained substantial.

Complaints related to fitted interiors
Complaints about fitted interiors, particularly kitchens and bathrooms, feature prominently in the statistics.

Fitted kitchens: Fitted kitchens ranked fifth among the most complained-about types of work, with 2,594 complaints between July 2024 and June 2025. This accounts for 7.1% of the total home maintenance complaints.

Fitted bathrooms: While specific complaint numbers for fitted bathrooms were not as high as kitchens in the most recent data, previous reports show they are a notable source of issues. A report for the period of January to October 2024 showed 1,225 complaints about fitted bathrooms, and plumbers and plumbing received 1,327 complaints.

This indicates that while kitchens are a more frequent source of complaints, issues with bathroom installations and general plumbing are also very common.

Why do complaints exist?
The complaints are not always about a single issue but rather a combination of factors related to the service provided. The top five issues cited in the period from July 2024 to June 2025 were:

• Substandard service: This was the leading cause of complaints, accounting for more than half of the total with 19,281 complaints (52.8%). This category includes poor workmanship, jobs left unfinished, and property damage during the work.
• Failure / delay in providing service: There were 2,546 complaints related to delays or the complete failure to provide the agreed-upon service.
• Defective goods: This accounted for 2,299 complaints, pointing to problems with the quality of the materials or fittings themselves.
• Breach of contract: There were 2,041 complaints where the terms of the contract were not met.
• Poor customer service: A total of 1,274 complaints were made regarding poor communication and customer service.

Other issues that contribute to consumer complaints include:

• Misleading practices: A significant number of complaints, 5,230 in the past year, involved scams or rogue traders. These can include being pressured into unnecessary work, paying for services that are never carried out, or being charged excessive prices for poor-quality materials.
• Lack of clear communication: Installers have reported frustrations with homeowners who have unrealistic budget expectations, are indecisive, or fail to read quotes properly, which can lead to disputes.
• Issues with multiple trades: Problems can arise from a lack of coordination between different tradespeople on a project, such as when one trade's poor work impacts the ability of another to do their job correctly.

The role of the skills gap
Based on the evidence, a skills gap is a significant contributing factor to the high number of complaints, particularly those related to "substandard services."

• Quality and workmanship: The most common complaint is substandard services, which directly relates to the skill level of the tradesperson. Examples cited include poor sealing, uneven flooring, and a general lack of attention to detail.
• Industry-wide shortages: The UK construction and trades industry has a well-documented chronic skills gap. This means that a shortage of qualified workers can lead to an over-reliance on less-skilled individuals.
• Lack of apprenticeships and training: There is a recognised issue with the quality and number of apprenticeships in the trades. This means that the pipeline of new, highly skilled professionals is not sufficient to meet demand, exacerbating the problem.

Impact on construction: A report on the new homes sector noted that a "lack of market competition, skills shortages and an imbalance in bargaining power is short-changing buyers of new homes." This is also reflected in the RMI sector, where cosmetic finishes and workmanship are frequent sources of complaint.

In conclusion, while consumer complaints are driven by a variety of issues, from rogue traders and contractual disputes to poor communication, the most prevalent issue, "substandard services," points to a deep-seated problem with the quality of workmanship. This is directly linked to the skills gap in the UK's home improvement and construction sectors, which makes it difficult for consumers to find trusted and competent tradespeople, particularly for complex fitted interiors like kitchens and bathrooms.