Can I Ask a Builder for References?
Yes, and you should. How to ask, who to speak to, and the questions that get useful answers from a past customer.
The short answer
Yes, and you should. A good builder will be glad you asked.
Yes. Ask the builder for the contact details of two or three recent customers who had similar work done, then speak to them yourself, ideally by phone. A builder with a good track record will be happy to put you in touch. If they can't offer a single past customer willing to talk, that tells you something too.
References are one of the most useful checks you can make, because a conversation with a real customer covers what reviews and certificates can't: how the builder communicated, whether they turned up when they said, and how they handled the unexpected. Here is how to make the most of one.
How to ask
Getting references that are worth having
Ask at the site visit or with the quote
It is a normal request. Frame it simply: could you put me in touch with two or three recent customers who had similar work done?
Ask for recent, similar jobs
A glowing reference for a kitchen five years ago tells you less than one for work like yours in the last year or so.
Allow a day or two
Good builders ask their customers' permission before sharing contact details. A short wait is a sign of good practice, not evasion.
Speak to them, don't just text
A short phone call tells you far more than a written message, and is harder to stage.
The conversation
What to ask a past customer
Keep it short and friendly. Most people are happy to help for five minutes.
About the job
- What work did they do for you, and when?
- Did the final price match the quote?
- Were any extras explained and agreed first?
- Did it finish roughly when they said?
- Has it held up since?
About the builder
- Were they easy to get hold of?
- Did they turn up when they said they would?
- How did they leave the site each day?
- How did they handle anything that went wrong?
- Would you use them again?
Checking it's genuine
Making sure a reference is real
Most references are exactly what they appear to be. A little care helps you be sure. Ask the referee questions only a real customer could answer: roughly what the job cost, how many days it took, who was on site. Listen for detail. A genuine customer usually remembers the small things, good and bad.
If you can, ask whether you could see the work. Many people are happy for you to look from the street, which is often enough for roofs and extensions. See can I see a roofer's previous work? and checking previous work.
A reference that is entirely positive but vague isn't necessarily false. It is simply less useful. Two or three detailed conversations will give you a clear picture. Our fuller guide to taking up references covers this in more depth.
Reading the answers
What a useful reference sounds like
Specific
Names, dates and details. 'They rang the day before to confirm, and were on site by eight' tells you more than 'they were great'.
Balanced
Most jobs have a hiccup. A referee who mentions one, and how it was handled, is giving you the most useful information of all.
Recent
A business can change in a couple of years. A recent customer reflects how the builder works now.
Putting it together
How references fit with your other checks
A reference is strongest when it agrees with everything else you have seen. If a past customer describes a builder who communicates well, turns up on time and keeps to the price, and that matches your own experience of their site visit and quote, you have a consistent picture.
If a reference contradicts what you have seen, ask about it. A referee might mention a long delay that the builder didn't, or describe a price that rose well above the quote. There may be a good explanation, and a builder who gives one openly is still a reasonable choice. One who becomes defensive is telling you something useful.
Take up references before you pay anything, and ideally before you accept a quote. Once you have committed, the conversation is much less useful. The order of checks is set out in our guide to choosing and checking a contractor.
If you use Mortaro
References are checked before introduction
Before a contractor from our network is introduced to any customer, we check their reviews and references, along with their public liability insurance, the warranties they provide, their trade experience and work history, and their ability to meet our standards.
Your contractor is named in your quotation before you commit. If you would like to speak to a past customer as well, ask us and we will pass the request to your contractor. See our contractor network.
Straight answers
Questions about references
What if the builder says their customers don't like being contacted?
Some customers genuinely prefer not to be. But a builder with a steady trade should have at least one or two who are happy to help. If none are available, weigh that alongside your other checks. See how to vet a builder.
Are references better than online reviews?
They do different jobs. Reviews show a pattern across many customers; a reference lets you ask your own questions. Use both. See are online reviews of builders reliable?
Start here
Tell us about the work you have in mind
We will confirm we cover your postcode, arrange a site visit with a contractor from our network and send you a written quotation. No charge, no obligation.