How to avoid customer disputes over boundaries, finishes and extras
Most jobs go (mostly!) to plan. But every now and then, something slips. Perhaps that’s a conversation that didn’t quite happen, a detail that was assumed rather than agreed, or a small change that turns into a bigger disagreement.
It’s rarely about poor work. More often, it’s about misaligned expectations. Something that could easily have been cleared up early on, before materials were ordered or the job was underway.
At Lords, we spend a lot of time talking with tradespeople about how they work, where things get held up, and how to make things smoother next time. These aren’t hard and fast rules, just some experienced pointers to help protect your time, avoid awkward conversations, and keep things clear for everyone involved.
1. Get aligned on the property boundaries, early!
It sounds simple, but boundary lines are one of the most common causes of confusion. A fence panel or wall built just slightly in the wrong place can lead to delays, disputes between neighbours, or pushback at the end of the job.
Title plans from the Land Registry are usually the most reliable starting point. They don’t always give exact measurements, but they do give a legal reference if questions come up. It’s worth encouraging the customer to check their documents before you quote, or walking the site together and agreeing where the line sits.
Even something as quick as marking it out with pegs or spray paint can give peace of mind and avoid problems later.
Helpful tip: If it’s not clear who owns a boundary fence, suggest the customer speaks to their neighbour first. You don’t need to take responsibility for it, but prompting the conversation can help avoid getting caught in the middle later on.
2. Be specific about the finish
Finishes are another area where jobs can come unstuck. Whether it’s the style of pointing, the type of render, or the colour of the brick, it’s easy for customers to picture one thing and end up with another.
Being specific doesn’t mean overcomplicating your quote though. A few lines about the finish you’re providing can help everyone stay on the same page. For example:
- Render to be left unpainted
- Facing brick wall, recessed mortar joints, no copings included.
If you’re not providing a topcoat, sealant, or decorative finish, say so. Most of the time, customers aren’t being difficult, they just didn’t realise it wasn’t part of the job.
Helpful tip: A photo or previous example can really help here. Ask in branch if you’d like to see samples or match colours. We’re happy to support.
3. Set a simple process for changes or extras
Things change. That’s part of the job. But when extras get added casually, or details evolve mid-way, it’s easy for scope and budget to drift.
A gentle way to manage this is to be upfront at the start: let the client know that any changes or additions will be priced and confirmed before work begins. It’s not about formality, it’s about keeping things clear.
If something shifts, just send a short message summarising the change and cost. It gives you something to refer back to later, and shows the customer you’re staying organised.
Helpful tip: Even a quick WhatsApp with a message like “Just to confirm, adding 2 extra fence panels is an extra £X – happy to go ahead?” keeps everyone aligned and avoids awkwardness at the end.
4. Use handover as a moment to reconnect
Sometimes issues only surface once the work’s done… and by that point, it can feel harder to deal with. Using your handover as a chance to walk the site together can help make sure the client’s happy, and give you the chance to explain any changes that happened along the way.
It’s also a good point to gently manage anything that didn’t go exactly as planned, whether that’s a substitution, a change in layout, or a product switch due to stock.
Photos taken during the job can be really helpful if anything is questioned later. And even just five minutes at the end, talking through what’s been done and what to expect next, can leave the right lasting impression.
Helpful tip: If you’ve got repeat customers or word-of-mouth work, the handover moment is a great time to leave a good final impression. Clear communication at the end is just as important as a clean finish.
The bottom line: small steps make a big difference
Most disputes don’t come from bad work, they come from things left unspoken. A bit of extra clarity early on often saves a lot of hassle later.
At Lords, we’re here to help you avoid those headaches. Whether you need support sourcing the right product, matching a finish, or confirming spec, we’ve got the knowledge and materials to help you deliver with confidence.
Come and speak to our team in branch, or browse online to find everything you need to get your next job off on the right foot.
