New NHQB Guide Helps Homeowners Understand the Snagging Process
The New Homes Quality Board (NHQB) has recently published an invaluable resource for new homeowners - 'A Homeowner Guide to Snagging'. This comprehensive guide arrives at a crucial time, with recent data showing that while overall satisfaction with new homes remains high, 95% of homeowners identify snags in their properties.
Who are the New Homes Quality Board?
The New Homes Quality Board (NHQB) is a not-for-profit organisation dedicated to improving the quality of new homes and customer service provided by developers. They operate through their Code of Practice (the New Homes Quality Code), which protects buyers of new build homes from the point of reservation until two years after moving in.
Key aspects of the NHQB:
They provide protection through principles of fairness, independence, and transparency
Their Code includes requirements that developers must follow
They give homeowners access to the independent New Homes Ombudsman service
They ensure complaints are addressed fairly and impartially
What's Inside the Guide?
The guide offers clear, practical advice on every aspect of the snagging process. It begins by explaining what snagging actually is - the process of identifying and rectifying minor issues in new-build homes. Importantly, it helps homeowners understand the distinction between snags (minor cosmetic issues) and defects (more significant problems affecting functionality).
Key sections cover:
What is Snagging?
Snagging is the process of identifying and fixing minor issues in new-build homes. It's important to understand that new homes are built outdoors in varying weather conditions by numerous tradespeople, so while every effort is made to ensure perfection, some minor issues may only become apparent once the home is occupied.
These issues are known as snags, and where they breach warranty standards or specifications, the developer is required to resolve them. The NHQB's research shows that 95% of homebuyers find snags in their new homes, with 47% reporting more than ten snags.
What is the Difference Between a Snag and a Defect?
When moving into your new home, you might encounter various issues that need attention. Understanding the difference between snags and defects is essential, as it helps set expectations for resolution timeframes and appropriate actions.
Snags are minor cosmetic issues that don't affect how your home functions. Think of them as finishing touches that need adjustment - perhaps some paint drips on a windowsill, a slightly misaligned cupboard door, or small scratches on surfaces. These issues, while frustrating, are relatively straightforward to fix and typically get resolved quickly by your developer.
Defects, on the other hand, are more significant problems that affect your home's functionality. These might include issues with your plumbing system, electrical faults, or problems with essential home features. Due to their complexity, defects often require more extensive repairs and can take longer to resolve. If you discover any defects that could affect your safety or the essential functions of your home, you should report these to your developer immediately.
The guide makes an important distinction between snags and defects:
Snags are:
Minor issues or cosmetic imperfections
Do not affect functionality or safety
Examples include paint inconsistencies, small scratches on surfaces, or minor scuffs on woodwork
Typically easy to fix and often resolved quickly
Defects are:
More significant problems affecting home functionality
Can include issues with plumbing, electrical systems, or other significant faults
Usually require more extensive repairs
May take longer to resolve due to complexity
Should be reported to the developer immediately if they affect safety or essential home functions
Understanding Builder's Warranties
A builder's warranty, also known as a new home warranty, typically extends for 10 years, with the first two years covered directly by the developer. During this initial period, the developer is responsible for fixing any snags and defects that breach warranty standards arising from workmanship or materials used.
The coverage changes after the first two years:
Years 1-2: Full coverage by the developer, including both defects and cosmetic snags
Years 3-10: Coverage moves to a more limited scope through the warranty provider, typically covering only major issues with foundations, walls, roofs, and other load-bearing elements
After year 2: Coverage for non-major defects ends
Pre-Completion Property Inspections
Under the New Homes Quality Code, developers must allow either you or a qualified inspector to conduct a Pre-Completion Inspection of your new home. This crucial inspection:
Checks the standard of finish and operation throughout the property
Examines elements such as plumbing, heating, brickwork, and joinery
Helps identify any issues requiring resolution before you move in
Ensures problems are communicated to the developer early
If the developer cannot resolve valid issues before you move in, they must provide you with an estimated timeline for when repairs will take place.
What to Do When You Spot Snags
Discovering snags in your new home can be frustrating, but there's a clear process to follow that helps ensure they're properly addressed. The key is to act promptly and maintain good communication with your developer.
As soon as you notice any issues, contact your developer to discuss them. They should log your concerns and either arrange for repairs directly or, if the issue is more complex, schedule an inspection to determine the best course of action. Under the New Homes Quality Code, developers are expected to resolve snags within 30 days where possible, though emergency issues require faster attention. Throughout this process, your developer should keep you informed about progress and confirm when repairs will take place.
One crucial piece of advice that often gets overlooked: document everything meticulously. Take photographs of any issues you find, note down the dates when you report them, and keep detailed descriptions of each snag. This documentation serves multiple purposes - it helps track progress, ensures nothing gets forgotten, and provides important evidence if issues need to be escalated later. While most snags get resolved smoothly, having this paper trail gives you peace of mind and protection if you need it.
Remember, your developer has a responsibility to deliver your home to the expected standard, and following this structured approach helps ensure any issues are properly recorded and resolved. Good communication and thorough documentation are your best tools for achieving the quality finish you deserve in your new home.
If you identify any snags, the process is straightforward:
Contact your developer immediately to discuss the issues
The developer will log the details and either:
Arrange for repairs
Schedule an inspection for more complex issues to determine next steps
According to the Code, snags/defects should be resolved within 30 days where possible (excluding emergencies, which require faster response)
The developer should keep you updated throughout and confirm anticipated repair dates
Common Snagging Issues
When you first move into your new home, you'll likely find some minor issues that need attention. While your property will have been thoroughly checked before handover, certain snags often only become apparent once you're living in the space and using it daily.
Paint issues are among the most common snags you might encounter. These typically include imperfections in paintwork, cracked paint around electrical sockets, or noticeable drips and runs. While these are mainly cosmetic concerns, they should be reported to your developer who can usually rectify them quickly and easily.
As your new home settles and dries out, you might notice some shrinkage occurring. This natural process happens as building materials like timber and plaster contract, sometimes resulting in minor cracks in interior walls. While small cracks are normal during this settling period, anything wider than a £1 coin should be reported to your developer for assessment.
Doors and glass surfaces can also present common snagging issues. You might find doors or cupboards that don't hang quite straight as the building settles, or discover scratches and marks on glass surfaces. Minor scratches can often be buffed out, but deeper damage may require replacement. Remember, glass imperfections only qualify as snags if they're visible from two metres away in natural daylight.
Outside your home, newly laid gardens need time to establish themselves. However, if you notice that your lawn remains waterlogged for more than a day after rainfall, this could indicate underlying drainage problems that need your developer's attention. Don't hesitate to report persistent drainage issues, as they're easier to resolve when caught early.
Other Possible Snags and Defects
Beyond the common snags, there's a range of other issues you might encounter in your new home that warrant attention. While some of these might seem minor at first, addressing them promptly can prevent them from developing into more significant problems.
Internal systems like heating and plumbing often need fine-tuning in new builds. You might notice radiators that aren't heating evenly or are making unusual noises, or encounter persistent drips from taps and showerheads. Similarly, keep an eye on electrical systems - faulty switches or outlets should be reported immediately for safety reasons. If your home came with integrated appliances, ensure they're all functioning as they should be.
Finish quality is another area to monitor carefully. Check for any unevenness in floor or wall surfaces, and examine tile work for problems with either the tiles themselves or the grouting between them. Windows and doors should seal properly when closed - any draughts could indicate installation issues that need addressing. Outside, pay attention to how evenly turf has been laid and check paving stones for stability and consistent spacing.
Remember, while this might seem like a long list, it's better to be thorough in your inspection and report issues early. Your developer would rather know about and address these problems during the warranty period than leave you with ongoing concerns about your new home's quality.
The guide lists several additional issues to watch for:
Heating problems or radiators not heating properly
Frequent drips or leaks from taps, showerheads and toilets
Uneven surfaces on floors or walls
Broken tiles or grouting issues
Faulty white goods (if provided by developer)
Electrical outlets or switches not working
Draughts through closed windows or doors
Uneven or poorly laid turf or paving stones
What Doesn't Constitute a Snag
While it's important to report genuine snags in your new home, it's equally important to understand which issues don't qualify under your developer's warranty. This helps maintain productive relationships with your developer and ensures you focus on legitimate concerns that require their attention.
Regular maintenance and consumable items are your responsibility as a homeowner. This includes replacing light bulbs, batteries, and tap washers, along with routine upkeep that any property requires. Similarly, environmental factors beyond the developer's control, such as weather damage after completion or issues arising from inadequate ventilation (like mould forming because windows are kept closed), aren't classified as snags.
The natural process of living in your home will inevitably lead to some wear and tear. Scratches from moving furniture, damage caused by children or pets, and general usage marks are part of normal home life and don't constitute snags. Some settling of your new home is also expected - small shrinkage cracks (narrower than a £1 coin) are typical as the building materials dry and settle. Minor surface imperfections that are only visible under particular lighting conditions typically don't qualify either.
It's also worth noting that any problems arising from your own modifications or DIY work aren't considered snags. Once you've made changes to the original build, those areas become your responsibility. If you're ever unsure whether an issue qualifies as a snag, it's best to have an open discussion with your developer. They can help clarify what falls under warranty coverage and needs their attention, versus what falls under normal homeowner maintenance.
It's important to understand what issues typically don't qualify as snags:
Normal Maintenance Items
Consumable items (light bulbs, batteries, tap washers)
Regular maintenance requirements
Environmental Factors
Weather damage after completion
Issues caused by natural disasters
Problems from inadequate ventilation (like mould from keeping windows closed)
User-Related Issues
Wear and tear from normal use
Scratches from moving furniture
Damage caused by children or pets after moving in
Small shrinkage cracks (under £1 coin width) during settlement
Minor surface imperfections only visible under specific lighting
DIY work problems or modifications after completion
Remember: If you're unsure whether something qualifies as a snag, it's best to discuss it with your developer first. They can help determine if it falls under warranty coverage and needs attention.
Emergencies Requiring Immediate Attention
While most issues in your new home can be addressed through standard snagging procedures, some situations require immediate attention. True emergencies that affect your safety or essential home functions need a faster response than typical snags, and your developer should have specific procedures in place for these situations.
Emergencies typically include issues that compromise your security or could cause significant damage, such as faulty external door locks that leave your home unsecured, or uncontainable water leaks that risk flooding. Similarly, a complete failure of heating and hot water systems or a total loss of power are considered emergencies, particularly during cold weather or if you have vulnerable household members.
When you move into your new home, one of your first priorities should be familiarising yourself with the emergency reporting procedures. Your developer will likely have provided these details in your move-in documentation, including separate contact numbers and procedures for out-of-hours emergencies. Keep these emergency contact numbers somewhere easily accessible - don't just store them on your phone, as you might need them during a power outage.
Being prepared for emergencies gives you peace of mind and ensures you can act quickly if serious issues arise. Take time to explain these procedures to all household members, so everyone knows what to do in an emergency. Remember, these procedures exist to protect both you and your property, so don't hesitate to use them when genuine emergencies occur.
What to Do if Snagging Issues Aren't Resolved
While most snagging issues should be resolved promptly, sometimes you might find yourself frustrated with the progress or lack of resolution. The New Homes Quality Code sets clear expectations: developers should resolve snags within 30 days where possible. However, if you find yourself facing delays or unresolved issues, there's a structured process to follow.
Your first step should be submitting a formal complaint through your developer's complaints process. This initiates a specific timeline: you should receive an acknowledgment within 5 days and confirmation of the planned resolution steps within 10 working days. The developer then has up to 56 days to fully resolve the complaint. During this process, it's crucial to keep meticulous records of all interactions. Document every conversation with dates and times, take photographs of ongoing issues, and save all email correspondence. This documentation could prove invaluable if further escalation becomes necessary.
If your issues remain unresolved after the 56-day period, or if you're unhappy with the proposed resolution, you have further options. Your first escalation point should be your warranty provider, who can often help mediate the situation. If this doesn't achieve the desired outcome, you can take your case to the New Homes Ombudsman Service (www.nhos.org.uk). The Ombudsman provides an impartial review of your case and can make binding decisions to ensure fair resolution.
Remember, these escalation procedures exist to protect homeowners and ensure developers meet their obligations. While it's hoped you won't need to use them, understanding the process gives you confidence in knowing how to proceed if standard resolution attempts fall short.
How to Avoid Issues
The best way to handle snagging issues is to prevent them from becoming significant problems in the first place. A proactive approach from the very beginning of your new home journey can save considerable time and stress later on.
Start with a thorough Pre-Completion Inspection before you move in. This is your opportunity to identify any visible defects, document unfinished work, and ensure that obvious issues are resolved before you take possession of your property. Take time to familiarise yourself with your new home's systems and carefully read through all documentation provided by your developer. Understanding how everything should work helps you spot when something isn't quite right.
Once you're in your new home, prompt reporting of any issues is crucial. Don't wait to see if problems resolve themselves - communicate concerns to your developer as soon as you spot them, always in writing and with photographic evidence where possible. Keep copies of all correspondence and maintain a detailed file of all purchase-related documents, agreements, and communications. This documentation can prove invaluable if issues need to be escalated later.
Regular maintenance plays a vital role in preventing problems from developing. Service your appliances according to warranty requirements, follow manufacturer guidelines, and address small issues before they become larger ones. Equally important is understanding your rights as a homeowner - familiarise yourself with the complaints procedure, know about the 56-day resolution window, and understand when and how to escalate to the Ombudsman if necessary.
Remember, your new home is a significant investment, and taking these preventative steps helps ensure it meets the quality standards you expect. While it might seem like extra work initially, this proactive approach can save considerable time and stress in the long run, helping you enjoy your new home with peace of mind.
Why This Matters
For us at Brickkickers, this guide aligns perfectly with our mission to help homeowners ensure the quality of their new homes. It provides clear, authoritative guidance that complements our professional snagging inspection services.
The guide is particularly relevant given that nearly half of new homeowners report more than ten snagging issues in their properties. Having this kind of comprehensive resource helps set realistic expectations and ensures homeowners understand their rights and the proper procedures for addressing concerns.
Access the Guide
You can download the full guide directly from the NHQB website at www.nhqb.org.uk/homebuyers/downloads.html. While this guide is an excellent resource for understanding the snagging process, remember that professional snagging inspections can identify issues you might miss and provide detailed reports that help ensure proper resolution with your developer.