Roofing problems after work completed

beckym1987

Hoping I can get some advice.

My parents recently needed a roof repair, got a few quotes and went with one of the more expensive ones as they had amazing reviews on Trust pilot.

The work got completed and then my Dad noticed some of the work hadn't been done. The roofing company said that the work wasn't requested.

Why would you pay a fortune for new felt on a flat roof, but not pay a few hundred for the wood around the sides replacing? Also they were supposed to repair the crumbling chimney and they again said that wasn't in the work requested and would be extra. Again, why would you pay a fortune for new tiles but not pay a bit extra for the chimney to be repaired? 

Anyways my Step-mum goes in the loft a lot as she has work stuff in there. She noticed that since having the roof done there was now a leak. Roofing company said it was down to the chimney and nothing do do with their roof work and that they needed to get the chimney repaired.

They got a quote from another roofer to repair the chimney as they had lost trust in the other company. Also got them to replace the wood around the outside of the flat roof.

The new roofing company noticed that there was rotten wood under the flat roof, which they sorted but that was in the written quote from the other company so clearly did a shoddy job. They also noticed cracked tiles on the roof when they were repairing the chimney, which they also replaced. They went above and beyond.

Still. The roof is leaking into the loft. 1st company came out and it now saying that the leak even though it was there before the chimney was repaired, it is down to the 2nd company damaging their roof and putting holes in the roofing felt and now they have said the warranty on the roof is void.

Can anyone offer any help or advice?

They did originally speak to citizens advice after the roof was done but they hadn't done all the work agreed verbally and citizens advice said that you need to pay them but state that you're paying under protest as you weren't happy they hadn't done what was agreed verbally. But because it wasn't on the written quote the company refused to do the other work and my Dad didn't notice that there were some agreed work missing from the written quote until the company disputed it afterwards 

WIAWSNB

Do they, or do you, have Legal Protection in their house insurance policy? For the former, that should be a great help. For the latter, they may still offer you 'advice', but won't 'act'. Do ask your folks to check right away.
Ok, what's involved in, or can be expected to be included, in a flat roof 'recover'? 
1) Strip the existing covering off and dispose.
2) Examine the exposed structure, and replace as necessary - this will almost certainly incur additional costs.
3) I'll ignore bringing insulation up to current standards as that could be an unnecessary complication to this issue. However, if this a regulatory requirement, then it should have been quoted for too.
4) Recover and make good.
That's the essential. You could ask a roofer to do just the above. You cannot expect more unless it was discussed.
However, it does seem remiss that the other issues weren't discussed - I find that astonishing. Are the timber bargeboards rotting or deteriorating? Or even just in 'a bit of a state'? If so, didn't your dad ask them to include this? Didn't the roofer ask if they wanted it done at the same time?
Q - what, exactly, does the quote state?
Q - what, exactly, did the other quotes state?
Sorry - your dad should not have expected this to have been included if it wasn't discussed. However, if they are in obviously poor condition, then I'd suggest the roofer had an implied responsibility to discuss them as the 'expert' in this situation, and have brought these issues to your dad's attention. Did this not happen?
It is bonkers that this wasn't talked about.
Then there's the chimney. I'm guessing that the brick pointing or render is in poor condition, so is unlikely to be watertight - is that the issue? So, the existing 'flashing' isn't performing as it should - water is getting through the surface of the stack, and in to the loft past the new felt?
Again, your parents shouldn't have expected this to have been included, but the roofer should have discussed this issue with them to clarify.
Ie, if your parents had asked for "the felt to be replaced', then the roofer could argue that is all they quoted for and did. If your dad called out a roofer and said "the flat roof needs sorting could you quote, please?", then the roofer should have provided an appraisal of the work needing doing, with strong recommendations for the 'extra' work - the bargeboards and the stack, as these were clearly in poor order too.
So, I'm going to suggest that this might come down to how obvious it was that the bargeboards and chimney also needed work? If obvious, then I'd suggest you have a good case against the roofer. If not obvious, and your dad didn't mention it either, then I fear you may be stuffed - but see what the LegProt says.
And then there are the other roofers you got quotes from. What did your dad ask for, and what did their estimates/quotes state?
How is this likely to pan out? In the absence of evidence, you may struggle. 'Evidence' would include pics of rotting bargeboards that the roofer should have discussed, the poor condition of the stack and flashing that the roofer should have discussed, pics taken by the new roofer on arrival to show the damage to the other tiles (presumably caused by the first roofer), and comparison of the content and sums in the quotes.
For the latter, if the other quotes all mention bargeboards and making good the stack, and the quotes are no greater or even cheaper, then it makes the first roofer's case more difficult - as a layman, your dad could be excused for expecting them to be like-for-like.
Anyhoo, get that info together, and call their LP. 
Your dad also has the option of honest online reviews.
I think I read on here that some 'trade-recommendation' sites offer a kind of guarantee of service? Look into that too.
But first, the full facts - what are they?

obondarik34

A roof does more than cover a house — it protects everything inside. Regular inspections and timely repairs can save homeowners from expensive problems later on.

obondarik34

Many leaks start small and go unnoticed for months. By the time water stains appear inside, the damage is often already serious.