What Should I Do If My Roofer's Work Fails After They Have Left?

Discovering that your new roof is leaking or that workmanship has failed after your roofer has packed up and left is stressful — but you do have rights in New Zealand, and there are clear steps you can take. Acting quickly and keeping good records will put you in the strongest possible position to get the problem fixed.

Step 1: Document Everything Immediately

Before you do anything else, document the failure thoroughly. Take dated photos and videos of all visible defects — leaks, lifted flashings, cracked tiles, pooling water, or damaged interior ceilings. Note the weather conditions at the time and write down a timeline of when you first noticed the problem. This evidence is essential whether you're making a warranty claim, disputing the work, or escalating to a formal process.

Step 2: Contact Your Roofer in Writing

Your first port of call should always be the roofer who did the work. Contact them in writing (email is ideal, as it creates a paper trail) and clearly describe:

• What the defect or failure is
• When you first noticed it
• What damage has resulted
• What remedy you are seeking (repair, replacement, or refund)

Give them a reasonable timeframe to respond — typically 5–10 working days is fair. Most reputable roofers will want to fix genuine workmanship issues to protect their reputation.

Step 3: Know Your Warranty Rights

In New Zealand, roofing work is covered by several layers of protection:

• Consumer Guarantees Act 1993 (CGA): Services must be carried out with reasonable care and skill, be fit for purpose, and be completed in a reasonable time. If the work fails to meet these guarantees, you are entitled to have it remedied at no cost to you.
• Workmanship warranty: Many roofers offer their own workmanship warranty (often 5–10 years). Check your contract or quote for details.
• Product warranties: Roofing materials such as iron, tiles, and membranes often carry manufacturer warranties. Check with the supplier or manufacturer if a material failure is suspected.
• Building consent: If a building consent was required for the work (e.g., a new roof structure or significant alteration), the work must comply with the NZ Building Code. A Code Compliance Certificate (CCC) should have been issued on completion.

Step 4: Check Whether the Work Required a Licensed Building Practitioner

Certain roofing work in New Zealand is restricted building work (RBW) and must be carried out or supervised by a Licensed Building Practitioner (LBP). This includes work on the weathertightness envelope of homes that require a building consent. If your roofer was required to be an LBP and was not, or if they failed to provide a Record of Work, this is a serious issue you can raise with the LBP Board.

If the roofer is an LBP, you can make a complaint to the LBP scheme through MBIE Building Performance if you believe they have carried out defective work.

Step 5: Get an Independent Assessment

If your roofer disputes the defect or doesn't respond, arrange an independent inspection from another qualified roofer or a building inspector. A written report from an independent professional carries significant weight in any dispute. BRANZ is New Zealand's leading building research organisation and can provide technical guidance on roofing standards and failures.

Step 6: Escalate the Dispute

If you cannot resolve the issue directly with your roofer, you have several escalation options:

The Disputes Tribunal is often the most practical and affordable route for homeowners. You can find information on how to file a claim through the Ministry of Justice. Consumer NZ also has excellent guidance on your rights under the Consumer Guarantees Act.

Step 7: Prevent Further Damage While You Wait

While you pursue a remedy, take reasonable steps to prevent further damage — for example, placing buckets under leaks or using temporary waterproofing. Keep receipts for any emergency costs, as you may be able to recover these. Do not carry out permanent repairs yourself before the roofer (or an assessor) has had a chance to inspect, as this could complicate your claim.

When to Call a Professional

If the roof failure is causing active water ingress, structural damage, or poses a safety risk, contact a qualified roofer immediately for emergency repairs — you can find trusted local roofers on tradedirectory.co.nz. If the original roofer is unresponsive or the dispute is complex, a building consultant or lawyer experienced in construction disputes can help you navigate your options. For work that required a building consent, contact your local council's building department.

Safety note: Never attempt to inspect or access your roof yourself without appropriate safety equipment and training. Falls from roofs are a leading cause of serious injury in New Zealand. Leave roof access to the professionals.

Sources & Further Reading

• MBIE Building Performance – Building Code and complaints
• Licensed Building Practitioners – LBP scheme and complaints
• BRANZ – Building research and technical guidance
• Consumer NZ – Your rights under the Consumer Guarantees Act
• WorkSafe NZ – Roof work safety
• Standards NZ – NZ roofing and building standards