Least trustworthy tradies revealed: warning on ‘rogue operators’
“Rogue operators” have infiltrated key tradie businesses, experts warn, with a new report revealing the best and worst rated trades.
Tradies who specialise in outdoor works on homes – along with cleaners – have topped a list of professionals with the least satisfied customers.
The analysis of reviews on online trades platform Service Seeking revealed landscapers and concreters had the lowest average customer ratings, with cleaners and pavers close behind.
Landscapers were behind some of the biggest fee hikes over 2024, with their average hourly rates jumping by 25.5 per cent over the year to August.
Other professionals with lower average customer satisfaction scores were removalists and roofers.
MORE: Blacklisted: suburbs where homes are risky buys
MORE: What a ‘good’ salary now is in each capital
Dissatisfaction with roofers was a global trend, with roof experts topping a similar list of “least trustworthy tradespeople” in the UK.
Experts explained that it was difficult for customers to trust roofers given they tended an area of the home that homeowners usually could not see, while works were also usually expensive.
Serial renovator Cherie Barber, the director of Renovating for Profit, which runs education courses for investor renovators, said it could be hard to know what works roofers had done in Aussie homes.
“There are some good companies but it’s also an area that attracts dodgy operators who will fix up leaks with quick fixes,” she said.
MORE: ‘Really hurts’: experts home slam reno trend
MORE: Block host Scott Cam reveals trend ruining Aussie homes
“Often they just shove mortar in there, or if its metal, they use silicone. Six months later, the problem is back.”
Similarly, carpenters and builders also had lower customer reviews – although, with average ratings above 4.5 out of 5, reviews still tended to be high, Service Seeking revealed.
The Aussie tradespeople with the happiest customers were locksmiths, according to the analysis of reviews.
This was followed by asbestos removalists, TV antenna technicians, exterminators and electricians.
Other better-rated professionals were structural engineers, window cleaners, carpet installers and plumbers.
WHY SOME TRADIES ARE MORE TRUSTED
Oliver Pennington, co-founder and director of Service Seeking, said trades with higher entry requirements tended to be more trusted.
“The highest rated industries like electricians and plumbers are highly skilled trades that require years of commitment and training to get a licence and qualification,” he said.
“We find that business operators in highly skilled trades tend to have better business acumen and communication skills, and deliver better customer service.
“We also find higher consistency across the industry – even the worst electricians or plumbers are generally very good at their work.”
Mr Pennington added that customers were often less generous with their reviews when works were more basic.
“In lower rated industries like removals or house cleaning, it’s much easier to start a business as there are no formal qualifications,” he said.
“So the general business acumen, communication skills and customer service levels are lower in low skilled trades, and there is much less consistency in service levels across the industry. The worst businesses can be very bad.
“(In) cleaning in particular there’s a high degree of subjectivity. My idea of a good job by a house cleaner is very different from my wife’s idea.”
TRADIE PRICE HIKES
Mr Pennington told The Daily Telegraph last year that tradie charges had been rising rapidly due to labour and materials costs.
“I don’t think we’ve ever seen such a big increase in costs across so many (trades), just because the supply of skilled professionals doesn’t match the demand,” he said.
“During Covid a lot of stuff got pushed back. Then there was a huge swell of renovations as people came out of lockdown, up until early 2023. That huge swell of demand and delayed projects meant that it put a lot of pressure on the household trades market.”
WHY TRADIE INTERACTIONS GO WRONG
Ms Barber said communication issues were usually at the heart of any poor tradie-customer interaction.
“It’s the biggest issue for tradespeople,” she said. “Homeowners don’t clearly articulate what they want, they may not even know themselves.
“Homeowners usually want something they have envisaged in their heads. Tradies can do it, but there is a clear misunderstanding from the owner of what’s involved and how much it costs.
“Homeowners can clear up a lot of potential issues if they draw up a scope of works. It’s basically a to-do list. It would just detail all the items you need done. It allows the tradie to know what’s in your head and they can give an accurate quote.”
WORST TRADIES
Ms Barber said airconditioning technicians were some of the trades homeowners should be careful with.
“They can be horrible,” she said. “There are a lot of rogue operators. In the summer, when you have hot days, they become super busy and charge high call out fees.
“They can then list a whole bunch of unnecessary parts needed and because the homeowners are so desperate in the summer, they will end up paying for things they didn’t need.
“I’d recommend trying to get airconditioning fixed in winter.”
She also suggested homeowners be cautious with handymen. “Anyone can be a handyman. You don’t need a license. They are at the bottom of the (tradie) food chain.”
HOW TO IMPROVE TRADIE OUTCOMES
Ms Barber said it paid to ask tradies about works they had done before.
“Like in any profession, you have great operators and those that miss the mark or cut corners.
“Try and see their work before you engage them. Ask if you can pop into their current job and see what they’re doing. Most tradies with nothing to hide will be happy to do it.”
MOST SATISFIED CUSTOMERS
Locksmith
Asbestos removalist
TV antenna technician
Exterminator
Electrician
Structural engineer
Window cleaner
Carpet installer
Gas fitter
Glass repairs
LEAST SATISFIED CUSTOMERS
Landscaper
Concreter
Cleaner
Paver
Asphalting company
Removalist
Roofer
Fencing and gate company
Bathroom renovation company
Builder
Source: Service Seeking
Originally published as Least trustworthy tradies revealed: warning on ‘rogue operators’
South Yarra: $1.205m buy offers huge reno potential
A classic Victorian-era home in South Yarra has sold under the hammer, with its new owners set to transform the heritage home into something special.
Toorak home of late music exec listed for surprise price
The Toorak house of Liberation Music founder, the late Warren Costello — who signed The Temper Trap and Vance Joy, has come onto the market. And it has a surprising asking price.
‘Given up’: Property giant’s verdict on Aussies
Simon Cohen’s buyers’ agency has snapped up $300m of real estate this year alone. He’s got one piece of advice for young Aussies who say they’ll never own a home.