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Gripes against contractors building up

Case's data shows complaints rose to 1,532 last year from 1,488 in 2011

Published on Jan 17, 2013

By Jessica Lim


STOCKBROKER John Lim had to pay a renovation contractor $2,000 to complete the work abandoned by another contractor whom he had hired for $15,000.

When the matter was brought up with the Small Claims Tribunals, he said he was awarded $6,000 but has yet to be paid.

He is not the only home owner with such grievances. The number of complaints against errant home-renovation contractors climbed to 1,532 last year, according to newly released figures from the Consumers Association of Singapore (Case).

There were 1,488 complaints in 2011.

The grouses ranged from shoddy workmanship and misleading claims to massive delays and even contractors going missing.

Those in the industry link the rising trend - Case had 1,313 complaints in 2010 and 946 in 2009 - to the booming construction industry and labour shortage which has made it hard to hire skilled workers.

With more homes - both public and private - being sold, the demand for renovation services may also have led to some firms cutting corners to speed up work or delaying completion dates.

Said Dr Ho Nyok Yong, president of the Singapore Contractors Association (SCAL): "Labour is tight. Some contractors may promise to complete a project within a certain timeframe but have to push the date back."

Then, there are the fly-by-night operators. Said Ms Tay Siew Cheng, executive officer of Renovation and Decoration Advisory Centre, which has close to 100 accredited contractors: "We have heard of companies that are set up, collect deposits, then shut down."

She added that the buoyant industry is also drawing new and inexperienced players.

There is no official licensing requirement for home-renovation contractors, said experts.

A spokesman for the Building and Construction Authority (BCA) said it regulates building works to ensure the safety of buildings.

"As home renovations are mainly interior finishing and furnishing works that do not impact building safety, BCA does not regulate renovation contractors," she added.

The Housing Board, however, has a list of registered renovation contractors that home owners must engage to renovate their flats.

SCAL also trains its more than 1,000 small builders and contractors who go on to get certification.

Case, which has 22 renovation contractors accredited under its CaseTrust scheme, is working with the BCA to hold a two-day training course. One - costing $411.95 - was held earlier this week.

While such efforts will boost professionalism in the trade, consumers must also play their part.

Case - which helped to resolve 149 cases last year - said they should check the accreditation of firms, ask for quotations from more than one firm and work out a schedule with clear deadlines.

"Payment should also be made progressively and the contract should reflect clear itemised billing of products and services," said Mr Seah Seng Choon, Case's executive director.

The new "lemon law" covers defects in products like tiles and cabinets but not service, said Case.

Mr Lim, 60, said he should have checked if the firm he hired was on the HDB's list. It was not, he added.

The stockbroker, who owns a four-room flat in Pasir Ris, had signed a contract in June last year at a fair at the Singapore Expo.

When he did not hear from its staff despite having paid a $10,000 deposit, he called the firm.

"They told me not to bug them or they would delay the project on purpose," said Mr Lim, who noted that the work done later was shoddy. "Cabinets were dented. Water pipes were fitted wrongly."

The contractor also went missing and did not finish the job.

"I knew that HDB had a list of registered contractors but didn't check. I just thought I wouldn't get cheated," he said.

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