Discovering that your roof has been poorly installed or repaired is stressful — but you do have real options in New Zealand. Whether it's leaks, incorrectly fixed flashings, or materials that don't meet the NZ Building Code, there's a clear process for getting the issue resolved without necessarily heading straight to court.
Step 1: Document Everything First
Before you contact anyone, gather solid evidence. Take clear, dated photographs of every defect you can see — water stains, lifted iron, poorly sealed flashings, missing screws, or anything that looks wrong. Keep copies of your contract, quotes, invoices, and any written communication (texts and emails count). If the roofer gave you a warranty, locate that document too.
Write a brief factual summary of what work was done, when it was completed, and when you first noticed the problem. This record will be invaluable at every stage.
Step 2: Raise the Issue Directly With the Roofer
Your first step should always be to contact the roofer directly — in writing if possible. Explain the specific defects calmly and clearly, reference your contract, and ask them to inspect and remedy the work within a reasonable timeframe (14–21 days is generally considered fair).
Many disputes are resolved at this stage. Reputable tradespeople understand their obligations under the Consumer Guarantees Act 1993, which requires services to be carried out with reasonable care and skill. If the work doesn't meet that standard, the tradesperson is legally required to fix it.
Step 3: Get an Independent Assessment
If the roofer disputes your concerns or you're unsure whether the work is actually defective, consider getting an independent roofing inspection. A second qualified roofer or a building inspector can give you a written report on whether the work meets acceptable standards.
For technical guidance on what constitutes acceptable roofing practice in NZ, BRANZ is an excellent resource — they publish research and good practice guides used across the industry. Roofing work must also comply with the NZ Building Code, particularly clauses E2 (External Moisture) and B2 (Durability), so a defect that causes water ingress is a serious code compliance issue, not just a cosmetic one.
Step 4: Send a Formal Letter of Complaint
If direct contact hasn't resolved things, send a formal written complaint — by email with read receipt, or registered post. Your letter should:
- Describe each defect clearly
- Reference the relevant contract terms and the Consumer Guarantees Act
- Attach your photographic evidence and any independent report
- State what remedy you want (repair, partial refund, or both)
- Set a firm deadline (14 days is reasonable)
- State that you will escalate if the matter isn't resolved
Keep a copy of everything you send.
Step 5: Check Whether the Roofer Is Licensed
Some roofing work — particularly anything involving structural elements — may require a Licensed Building Practitioner (LBP). Check whether your roofer holds an LBP licence at Licensed Building Practitioners. If licensed work was carried out by an unlicensed person, or if an LBP performed work that doesn't meet the Building Code, you can make a formal complaint to the LBP Board, which has disciplinary powers.
If a building consent was required for the work and wasn't obtained, contact your local council — this is a separate but related issue that may affect your ability to sell the property later.
Step 6: Escalate Through Formal Channels
If the roofer still won't engage, you have several escalation options:
Disputes Tribunal
For claims up to $30,000, the Disputes Tribunal is a fast, low-cost option — no lawyers required. You can file online through the Ministry of Justice. The tribunal can order the roofer to repair the work or pay compensation.
Consumer NZ
Consumer NZ offers guidance on your rights and how to navigate disputes under the Consumer Guarantees Act and Fair Trading Act.
Industry Associations
If the roofer belongs to a trade association (such as the Roofing Association of New Zealand), you may be able to lodge a complaint with that body. Check the roofer's website or ask them directly.
Legal Action
For larger claims or complex situations, consult a lawyer. This is generally a last resort given the cost involved.
What About Retaining Payment?
If work is incomplete or clearly defective and you haven't paid in full, you may be entitled to withhold the disputed portion — but get legal advice before doing so, as withholding payment incorrectly can complicate your position.
When to Call a Professional
If the roof is actively leaking, don't wait for the dispute to resolve — arrange emergency temporary repairs (document these costs, as you may be able to recover them). For any roofing work going forward, hire a qualified local roofer. You can find experienced, reputable roofers in your area on tradedirectory.co.nz. Always check references, ask about LBP licensing where relevant, and get everything in writing before work starts.
Roofing Association of NZ (RANZ)
Licensed Building Practitioner (LBP)
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