Sorry it’s a bit of a long one.
We had a new roof put on an existing extension in October 2023. Did plenty of research and picked what we believed was a reliable local supplier.
March 2024 we had the first leak, their fitter can round with a silicone gun. Leaks continued through April when they refitted the 4 seals around the glass lantern. In May a further heavy leak - roof rubber externally is puckered and full of air bubbles. Company director views the roof and claims malicious damage by builders working on the property next door (no evidence to support this). They are reluctant to do anything other than patch the area. I later find a picture of the damaged area from the day the roof was first fitted - looks like a cut in the rubber filled with silicone that has now perished. I show the fitter my pictures and the Director then decides to remove the rubber and re-fit. They do this and cover the redecoration costs for damage inside. This was complete in July 2024.
September 2025 we get another bad leak. Water dripping from ceiling and has warped woodwork of doorframes. I call the company who advise they will get back to me, I email over pictures later that day.
At this point, I suspect they are fairly fed up of me and I assume they intend to ghost me and hope I’ll go away.
i take advise from the legal advise helpline with our house insurance and write an email to say we intend to get quotes for the repair work and will be seeking payment from them to make good.
December 25 I write a final Letter before Claim letter which is signed for a few days later. We manage to get the repair work completed before Christmas the redecoration done early January.
later in January I get a call from the Original company manager - says he is sorry for not getting in touch sooner, he thought another colleague (his brother) was dealing with the leak after my calls, all my emails went to their spam filter and my letter before claim was delivered to a wrong address so he’s only just opened it.
The refitted roof has cost me £3500, they offer a settlement of £2000 on a without prejudice basis accepting that their failure of comms. I have reached my limit at this point, the stress and worry of constant leaks and the hostile nature of trying to get them to accept any liability - so I accept the offer (something is better than nothing?). The conditions are a copy of the invoices of what I have paid out, and a brief visit to check work has actually been done, then payment to be made to me within 7 days.
7 days is up today and I’ve had nothing since their site visit. I am expecting them to either miss their own deadline or to come back and refuse to pay on the basis they don’t believe the correct repair work has been done. They may be looking to revoke the warranty for the internal roof structure (frame) that remains.
I’m looking for advice on what to do next. I started a claim with a solicitor through the house insurance but once appointed, they advised that I am liable to them for payment and must claim back via house insurance. I do not think I can afford to do that. I asked them put it on hold, thinking I was getting a settlement and wouldn’t need any further action.