You’ve finally saved up for your dream makeover, with your moodboard complete and tiles picked. Just as work is about to begin, your interior designer (ID) or contractor suddenly disappears, leaving you with an unfinished home and a string of unread WhatsApp messages stuck on a single tick.
It’s every homeowner’s nightmare, and unfortunately, it happens more often than you’d think. According to the Consumers Association of Singapore (CASE), over $1.93 million was lost in 2024 to renovation-related services that were paid for but never delivered.
If your interior designer or contractor goes quiet mid-renovation, don’t panic — document everything (photos, messages, your contract), contact the firm directly, then escalate to CASE or the Small Claims Tribunal if it doesn’t resolve. Here’s the full step-by-step process.
Contents
1. Gather evidence & review your contract
Image credit: One Carpentry & Renovation
The first thing you’ll want to do is to cover your bases and document all evidence. This will serve as proof that the contractor hasn’t delivered what they promised.
Here are some common types of evidence you can keep:
- Time-stamped photos or videos: snap photos of any incomplete or shoddy work, such as missing tiles or half-painted walls
- Screenshots of communications: emails, payment receipts, and WhatsApp conversations — even the ones where you’ve been ghosted
- Your written contract: Review renovation timelines and payment schedules that haven’t been fulfilled.
In situations like these, having a signed written contract is crucial as a safety net, in case things go awry.
2. Contact the firm directly
If your interior designer (ID) or contractor is part of a larger company, it’s often best to address the issue internally first. Reach out through various channels, such as phone calls, emails; but if all else fails, then escalate it to upper management. Make sure to document and record the dates and times of your calls/emails, as this can strengthen your case if you need mediation or legal help later on. This way, if you need to escalate things later, you’ll have proof that you tried to resolve the matter amicably first.
In more serious cases of ghosting, Instagram and TikTok can be powerful tools for blowing the lid off the matter and bringing public attention to your renovation issues, especially when you’ve exhausted all other methods. We saw just how effective this was when when content creator Nicole Leil took to social media to address her dispute with an interior design firm. By doing this, she was able to raise awareness and pressure the company into responding to the issue at hand. Her posts garnered significant attention, with many others weighing in and offering support, which helped shine a spotlight on the dispute.
While effective, using social media to air your grievances should be a last resort to prompt your missing ID or contractor to act swiftly to rectify any situation at hand. Just remember to stay professional, avoid defamation, and be honest about the situation to ensure that your actions don’t backfire.
Image adapted from: CASE
If all else fails, it’s time to get official help. You can file a CASE complaint on their website or hotline with the evidence you’ve collected so far. They can attempt mediation between you and the firm to resolve payment disputes, so you can hopefully get either a refund or ensure completion of the work.
Furthermore, if the firm is already accredited by CaseTrust, your deposit is secured by a performance bond, protecting customers like you if the firm goes bust.
Unfortunately, mediation isn’t a magic fix, but it demonstrates good faith on your part and makes a legal claim stronger.
4. Pursue legal action
Image credit: TheSmartLocal
When mediation doesn’t work, going the legal route is the next best option. If the amount is within the Small Claims Tribunal’s (SCT) limit (up to $20,000 or $30,000 with both parties’ consent), you can file a claim with the tribunal. It’s best to start the process as soon as possible, as you have a 2-year window from the date of the breach.
However, winning a claim doesn’t automatically mean you’ll receive payment. If the contractor has shut down or gone bankrupt, recovering your money could be tricky.
5. Arrange to complete unfinished work
Life doesn’t stop while the dispute is ongoing, and you’ll probably want to move into your new place sooner rather than later. That means restarting the search for another ID or contractor, but one with verified reviews and accreditation this time.
The evidence-keeping doesn’t end here—save receipts and records with the new contractor, as you may be able to claim these costs later as damages from the original breach of contract.
Lastly, do a proper handover assessment before the new contractor starts, as it’ll save you the stress (and costs) of unnecessary rework down the line.
Addressing ghosted IDs & contractors
Renovation scams and disappearing contractors are unfortunately all too common in Singapore. While you can’t completely prevent it, you can protect yourself by staying clear of contractor red flags, checking accreditations, and always having a contract in place. Being able to spot the red flags early on can save you a whole lot of time and frustration. Some things to look out for are missed calls, unanswered emails or vague responses to valid questions that leave you more confused than ever.
How you structure your payments matters just as much as spotting renovation red flags. Instead of paying your ID or contractor in a lump sum upfront, staged-payment platforms like HomePay hold your renovation budget in escrow and only release funds as each milestone is completed and approved, with progress photos logged in the app along the way.
If your ID firm shuts down entirely mid-project, HomePay’s HomeProtect coverage even brings in another vendor to finish the remaining work at no extra cost, so a disappearing contractor doesn’t have to mean a half-finished home.
That way, if a contractor does go dark mid-project, whatever’s left of your budget stays protected instead of disappearing with them.
For more renovation tips:
- 6 ID & contractor red flags to look out for when renovating your HDB
- 6 tried-and-tested tips for homeowners renovating without an ID
- 16 hidden renovation costs behind every “too good to be true” quotation
Cover image adapted from: One Carpentry & Renovation, TheSmartLocal
This article was originally published on 25th October 2025, and updated on 31st July 2026.
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