It's one of the most frustrating situations a homeowner can face: a tradesperson who started the job, took a deposit, and then disappeared — or who keeps promising to return but never does. Here's how to handle it calmly and effectively.

Step 1: Contact them in writing

Send a written message — email or text — clearly stating what work remains outstanding and asking for a specific date when they will return to complete it. Keep the tone professional. Give them a reasonable deadline to respond, typically five to seven working days.

Written communication creates a paper trail. If the situation escalates, you'll need evidence that you gave the tradesperson a fair opportunity to complete the work.

Step 2: Send a formal letter before action

If there's no response or the tradesperson continues to delay, send a formal letter before action. This is a written notice stating that if the work is not completed by a specific date, you intend to have it finished by another contractor and will seek to recover the cost. Send it by recorded delivery so there's proof of receipt.

Step 3: Withhold any outstanding payment

If you haven't paid in full, do not pay the remaining balance until the work is complete to a satisfactory standard. You are legally entitled to withhold payment for work that hasn't been done. Document the incomplete work with photographs and a written description.

Step 4: Get the work finished by someone else

If the original tradesperson won't return, you may need to hire someone else to complete or rectify the work. Get at least two quotes for the remedial work and keep all invoices. These costs can form the basis of a claim against the original contractor.

Step 5: Recover your costs

If you've paid for work that wasn't completed, you can pursue the tradesperson through the small claims court for amounts up to £10,000. You'll need your written agreement, evidence of payment, photographs of the incomplete work, and quotes or invoices for the remedial work. Citizens Advice can help you understand the process.

If they're a member of a trade association

Trade associations such as NICEIC, Gas Safe, FENSA and TrustMark have complaints procedures that can be more effective than going straight to court. If the tradesperson is registered with any scheme, contact that body first — they have leverage that you don't.

This advice is provided for general guidance only and does not constitute legal or professional advice. Always consult a qualified professional for your specific situation.