Home improvement retailer Wickes has faced multiple complaints regarding kitchen and bathroom installations, according to consumer reports published in The Guardian’s consumer affairs column.
One customer in Maidstone, Kent reported being without a functioning hob for three months after an emergency engineer discovered a gas leak in a newly installed appliance. The leak was categorised as an immediate danger, requiring disconnection of the gas supply. The customer, who was undergoing cancer treatment at the time, stated that the lack of cooking facilities affected their diet and caused additional stress.
The issue was reportedly resolved within 48 hours after media intervention, with a new hob installed and a gas safety certificate issued. Gas appliances in the UK must be installed and tested by engineers registered with Gas Safe.
Extended project timelines reported
A separate case in Abingdon, Oxfordshire involved a £35,000 project to install a kitchen, utility room and bathroom that extended to nine months from an originally planned four weeks. The customer reported that kitchen and utility room installations required removal and reinstallation, and the kitchen sink needed replacement four times. The company offered £750 in compensation after the work was completed.
A third case involved a £10,000 bathroom refurbishment scheduled for completion in July that remained unfinished months later. The customer reported irregular attendance by the fitter and issues including a leaking shower, an unconnected radiator, and an unplumbed toilet. The company offered a settlement of £500.99, which included £250 in compensation, with the customer expected to arrange remedial work independently.
Company response
In a statement, Wickes said it aims for high levels of service and thoroughly vets each installer and their work. The company did not provide specific responses to questions about workmanship and communications in the cases cited.
Consumer recourse options
Customers experiencing similar issues have been advised to seek quotes from independent installers for costed claims. If disputes cannot be resolved directly with the company, cases can be escalated to the Furniture and Home Improvements Ombudsman, with county court claims available as a final option.
The incidents highlight potential risks for property owners undertaking renovation projects and the importance of verifying installer credentials and maintaining documentation throughout the installation process.
