Right, said Fred, do a great job

Despite the horror stories, Clare Francis finds there are sure ways to get a good builder

Whether it's an extension, a conservatory or new windows, making changes to your home can be expensive and stressful. Especially if something goes wrong.

Television programmes such as House of Horrors and Builders from Hell have highlighted how shoddy some builders' work can be. The Office of Fair Trading (OFT) gets 100,000 complaints a year about builders, while recent research from the National Federation of Builders (NFB) found that 97 per cent of home owners would have no qualms about reporting a builder to the authorities if their work didn't come up to scratch.

However, while the trade has been in the firing line, most builders are genuine and not intending to rip the customer off. "The truth is [that] the vast majority of builders in this country are honest, hard working and passionate about delivering a high-quality service to their customers," says Tony Maynard, chief executive of the NFB. "Rogue builders have got the public running scared. Yet it's a very small number that are giving the industry a bad name."

Statistics from home improvement website Improveline.com show you have a one in six chance of getting a dodgy builder, though in London 23 per cent of the 33,911 contractors vetted by Improveline fell into the rogue category. Cities lack the information network of smaller communities, where both personal recommendations and horror stories about workmen pass quickly on to the grapevine.

The Government has been piloting a quality-mark scheme in Somerset and Birmingham in a bid to oust unscrupulous builders. Home owners can be assured that builders who join the scheme have passed stringent quality and financial tests.

The pilots have proved so successful that another one was launched last week in Kent. A national roll-out is anticipated.

Word of mouth is the best route to finding a good builder, but failing that, trade associations such as the NFB can give you details of recommended builders in your area. Improveline also offers a search facility on its website, allowing you to key in your postcode and outline the details of the building work that needs doing. You will then be sent quotes from builders in your area who have been approved by Improveline.

When comparing quotes, be wary if one is significantly lower than the others and ask why that builder can do the job for so much less without cutting corners. Mr Maynard also recommends that you get a contract and confirm as much as possible in writing.

The NFB's research found that 54 per cent of home owners would accept a quote from a builder offering a VAT-free deal if it saved them money, despite the horror stories of disreputable builders and their shoddy workmanship.

"It's a two-way relationship between you and the builder, so the more you get down in writing, the less that can go wrong," says Mr Maynard. "If you get a contract, then at least you've got comeback should something go wrong. The worst thing you can do is to accept cash-in-hand offers and VAT-free deals. While you may save some money, you won't have any comeback should something happen."

Quotes should not be the only deciding factor when searching for a builder. It is also important to check references and ask to see examples of the builder's previous work. "Get references," says Nigel Lewis, editor of property website Asserta Home. "Ask for the addresses of homes the builder has worked on recently and at least give them a call [to check]. But ideally it would be a good idea to [ask to see the property] and gauge their previous work. Ask the client whether the builder came in on budget, on time and to specification."

Once you've decided on the builder, the OFT recommends that you get a firm price on the cost of the work. You will need to draw up a detailed job specification to ensure that the builder can't then come back claiming unexpected expen- ses. Additionally, it's worth asking if you can make your payments in stages so that you can assess the progress of the work. You may also want to make the final payment after the work has been finished, giving yourself time to make sure that everything has been completed to your satisfaction.

The OFT advises that you don't make any deposits or other advance payments. If the builder insists that you do so, find out why.

Contacts: www.improveline.com; NFB, 020 7608 5150; OFT, www.oft.gov.uk