Builders · Problems and disputes

Records, photos and resolving disputes

Good records settle many arguments before they start. They are also what a mediator or judge will ask to see.

Information, not legal advice. This guide explains official rules in plain words for England, with links to the sources. Rules change and every job is different, so check the source or get advice for your situation. Last checked 24 October 2026.

Records worth keeping

• The quote, contract, drawings and specification, and any cancellation paperwork.
• Every variation, with the client's written acceptance.
• Dated photos before, during and after each stage, especially work that will be covered up (foundations, drainage, first-fix).
• Building control inspection records, certificates and party wall paperwork.
• A simple site diary: who was on site, deliveries, delays and why.
• Invoices, payments received and reminders sent.

Ways to resolve a dispute

1. Talk first, then confirm what was agreed in writing.
2. Put your position in writing, with evidence and a reasonable offer. Courts expect parties to try to settle before a claim (Practice Direction).
3. Use a scheme's dispute process if you are a member, for example TrustMark.
4. Mediation. For defended money claims of £10,000 or less, the court's mediation service is free and you will be told to attend (GOV.UK).
5. Adjudication is a statutory right for construction contracts, but not for contracts with residential occupiers (s.108; s.106).
6. Court. See chasing unpaid invoices.

When the customer complains about quality

Customers have the right to ask you to put defective work right at your cost, within a reasonable time (CRA ss.54 to 56). Offering to inspect and fix genuine snags quickly can be cheaper than a dispute, and it protects your reputation.