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New Build Buyers FAQ – Top 20 Questions You Need Answered

These are the 20 most frequently asked questions we see from new build house buyers — gathered from online forums, homeowner groups, search trends, and on-site inspection experience.

Some questions naturally overlap (for example: 'what does the warranty cover?' and 'who fixes defects after 2 years?'), so you may notice similar points across answers. That’s intentional — my goal is to give clear, buyer-focused guidance no matter how the question is asked.

Whether you're just about to complete or already moved in, this guide is here to help you understand your rights, your builder's obligations, and what actions to take — with no fluff, and no sugar-coating.

Disclaimer:
This guide is for general information purposes only and reflects current guidance as of 2025. It is not legal advice and should not be treated as such. Buyers should always refer to their individual warranty documentation, contractual terms, and seek independent professional or legal advice where needed.

Start:

Q1. What is snagging in a new build house, and why is it important?

Q2. Should I hire an independent snagging inspector or do the snagging myself

Q3. When is the best time to do a snagging inspection on my new home?

Q4. What are the most common snagging issues to look for in a new build house?

Q5. I’ve noticed small cracks in my new home – are these normal or should the builder fix them?

Q6. How do I report snagging issues to my housebuilder, and can I add more snags later?

Q7. How long does my builder have to fix the snags I report?

Q8. What can I do if my builder isn’t fixing the snags or says nothing is wrong?

Q9. How long is my housebuilder responsible for defects after I move in?

Q10. What does the builder’s two-year warranty cover?

Q11. What happens if defects appear after the first two years?

Q12. What does my 10-year new home warranty cover, and what isn’t covered?

Q13. My new build has an NHBC (or LABC/Premier) warranty – are all new home warranties the same?

Q14. Will I have to pay anything to get defects fixed under the warranty (like an excess)?

Q15. What if my housebuilder goes bust or refuses to fix the defects?

Q16. What is the New Homes Quality Code, and does it apply to my home?

Q17. What is the New Homes Ombudsman Service, and how can it help with my complaint?

Q18. What if my builder isn’t registered under the New Homes Ombudsman scheme?

Q19. Can I get compensation if my new home has serious defects or delays?

Q20. Can I hold back money or delay completion until all snags are fixed?

Sources & Guidance Referenced
This guide reflects current (2024–2025) consumer guidance and warranty policy in England and draws from:

This information is regularly reviewed and aligned with the New Homes Quality Code as adopted by registered developers.

⚖️ Disclaimer:

Disclaimer:
This guide is intended for general informational purposes only and reflects policy and practice in England for new build houses as of 2024–2025. It does not constitute legal, regulatory, or financial advice. Homeowners should refer to their own warranty documents, contracts, and developer communications for specific entitlements and obligations. For legal advice or to escalate a dispute, consult the relevant warranty provider, the New Homes Ombudsman, or a qualified legal professional.

Q1. What is snagging in a new build house, and why is it important?

“Snagging” is the process of identifying defects or unfinished items in a new build home and getting the builder to fix them . Snags can range from minor cosmetic problems (like paint scuffs or sticking doors) to more serious issues (such as faulty plumbing or poor brickwork). It’s important because virtually all new houses have some snags – often dozens, even over a hundred, of minor defects.. A thorough snagging check ensures your new home is finished to proper standards and that the builder addresses any problems while you’re still covered by their warranty

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Q2. Should I hire an independent snagging inspector or do the snagging myself?
Many new-build buyers choose to hire a professional snagging inspector, though it’s not a requirement. You can create your own snag list (and tools like the NHBC snagging checklist can help., but an experienced inspector is likely to spot far more issues than a typical homeowner. Professionals know the building standards and common problem areas, so they often catch hidden defects you might miss. In short, if you want peace of mind, an independent snagging survey is worth it – it ensures nothing is overlooked and provides a detailed report you can give to the builder.

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Q3. When is the best time to do a snagging inspection on my new home?


You’re entitled to arrange a pre-completion inspection before legally completing, as set out in the New Homes Quality Code. These early checks can highlight visible or major defects.

However, pre-completion visits are often limited to around an hour, with no access to lofts, drainage, or roof spaces, and the property may not yet be fully finished, cleaned, or operational. Crucially, checks for residual moisture or poor ventilation — which can lead to mould or damp issues — can only be meaningfully carried out after the home is heated and occupied.

This is why many buyers choose a post-completion snagging inspection, when:

  • Full access is available (including lofts, insulation, external areas, etc.)

  • Heating and water systems are in use

  • A professional can check for early signs of trapped moisture, condensation risks, and poor workmanship that may only become evident once the home is lived in

Most builders remain responsible for correcting defects for the first two years after legal completion, so a post-completion inspection gives you more time, accuracy, and coverage — while still holding your builder to account.

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Q4. What are the most common snagging issues to look for in a new build house?
New build houses tend to have a similar set of minor defects. When inspecting, look out for things like:hoa.org.uk

  • Poor decorating or plastering: e.g. paint runs, uneven plaster, or cracked caulking around trim.

  • Problematic brickwork or render: such as missing mortar or sloppy pointing between bricks.

  • Insulation or ventilation issues: loft insulation not properly laid, or extractor fans and vents not working.

  • Badly fitted doors or windows: check they open/close smoothly, locks work, and there are no drafts or gaps.

  • Plumbing and electrical snags: dripping taps, improperly sealed bath or shower, toilets not flushing properly, or sockets/switches that are loose.

  • Cosmetic damages: scratches on glass, worktops or appliances; dents in woodwork; missing grout or sealant in bathrooms/kitchens.

These are just common examples – any aspect of the home that isn’t finished correctly or isn’t working as it should is a “snag” to report. A systematic room-by-room check (or a professional snagging survey) will help ensure you catch all these issues for the builder to fix.

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Q5. I’ve noticed small cracks in my new home – are these normal or should the builder fix them?


Fine hairline cracks in walls or ceilings are quite common in new build homes and are usually due to “shrinkage” or settling as the house dries out and settles into its foundations. Typically, very small cracks (for example, under 2mm wide) are considered cosmetic and not structurally concerning. The NHBC (warranty provider) advises that cracks below about 2mm are not significant defects. . You can often remedy tiny sh rinkage cracks yourself with filler during redecoration. However, if a crack is wider than a couple of millimeters, keeps growing, or if you’re seeing numerous cracks, you should report it. Larger or expanding cracks could indicate a bigger issue that the builder needs to investigate and repair. In summary, a few small settlement cracks are normal in the first year, but anything more substantial or persistent should be raised as a snag.

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Q6. How do I report snagging issues to my housebuilder, and can I add more snags later?
You should report snags directly to your housebuilder’s customer service team (often via a dedicated email or online portal). It’s best to compile a written “snag list” detailing each issue, ideally with photos, and send this to the builder as soon as you can. The builder should acknowledge your list and arrange to put things right. Importantly, you are not limited to a single snag list – you have up to two years from completion to notify the builder of any new defects that arise, and they are obligated to fix them within that initial builder warranty period. In practice, many owners give an initial list after move-in and then maybe a follow-up list a few months later as the home goes through its drying-out period. Just be sure to keep all communications in writing and report issues within the two-year window. After two years, minor new issues won’t be covered (only structural problems will). But during those first 24 months, you can continue to log snags with the builder as you discover them, and they should attend to them

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Q7. How long does my builder have to fix the snags I report?
A good builder should address snagging issues as soon as possible. In fact, the New Homes Quality Code specifies that developers should aim to resolve reported snags within 30 calendar days wherever possible. Many builders will try to group repairs efficiently, but you should expect most routine defects to be fixed within a few weeks after you’ve reported them. If a particular issue is complex or requires parts, it might take longer, but the builder must keep you informed of the timeline. The key is that the builder is expected to act promptly – you shouldn’t be left waiting endlessly. If a snag isn’t fixed within a reasonable time (around one month or so), it’s reasonable to follow up, and if delays continue without good reason, you may need to escalate the matter through a formal complaint (see next question).

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Q8. What can I do if my builder isn’t fixing the snags or says nothing is wrong?
If your builder is unresponsive or disputes your concerns, don’t panic – there are clear steps to escalate the issue. First, ensure you’ve given the builder a chance: log a formal complaint through their complaints process (in writing) and keep records of all correspondence. If after that you’re still not satisfied, you have options:

  • Contact your warranty provider: If the issue involves build quality or defects and you’re within the warranty period (typically the first 2 years), your warranty provider (e.g. NHBC, LABC, Premier) may offer a dispute resolution service. For example, NHBC can send an inspector to assess the problem; if they agree it’s a defect, they’ll instruct the builder to fix it or arrange repairs themselves.

  • New Homes Ombudsman Service (NHOS): If your developer is registered under the New Homes Quality Code, you can escalate unresolved complaints to the New Homes Ombudsman. This can be done once you’ve tried the builder’s process and either received a final unsatisfactory response or 56 days have passed with no resolution. The Ombudsman is independent and can mediate a solution or even award compensation.

  • Consumer Code adjudication: If your builder isn’t in the NHOS scheme, they are likely covered by another consumer code (such as the Consumer Code for Home Builders). In that case, you can refer a complaint to that code’s independent dispute resolution scheme. Your builder should inform you which code applies (it’s often in your purchase documents).

In all cases, maintain a polite but persistent approach. Document everything, and use the formal processes available. These mechanisms exist to protect you – either the warranty provider or an ombudsman can step in when a builder fails to act.

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Q9. How long is my housebuilder responsible for defects after I move in?
Your builder (developer) is typically responsible for fixing any defects in your new home for the first two years after the completion date. This two-year period – often called the “defects liability period” or builder warranty period – is standard in virtually all new home warranties During this time, it’s the builder’s job to put right any problems with workmanship or materials in your home that don’t meet the expected standards. You should report issues as you find them, and the builder must make the repairs at their cost. After those initial two years are up, the builder’s direct responsibility ends (for most issues), and the longer-term structural warranty (years 3–10) takes over for major problems. In summary, think of it this way: for the first two years, call the builder for any defect – after that, only significant structural issues will be covered under the insurance warranty

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Q10. What does the builder’s two-year warranty cover?
In the first two years, essentially anything that’s due to the builder’s work not being up to standard should be fixed by the builder. This includes both minor cosmetic defects and bigger issues. For example, if paint is poorly done, tiles are chipped, doors don’t close properly, or a window leaks because it wasn’t sealed correctly – all those fall under the builder’s responsibility to repair. Even structural problems (though uncommon so early) are covered by the builder’s warranty in years 0–2. The idea is that your new home should be delivered free of defects, so if you find something that’s not right, the developer must make it right. Normal “wear and tear” or damage you cause accidentally wouldn’t be their responsibility, but anything that can be traced to poor workmanship, materials, or design is. So, don’t hesitate to list even small issues (sticking drawers, loose fixings, etc.) – the two-year warranty is there to ensure you get the quality you paid for, down to the details.

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Q11. What happens if defects appear after the first two years?
After the initial two-year builder warranty period ends, you still have coverage for your home – but it changes in scope. From years 3 to 10, your new build is usually protected by an insurance-backed structural warranty (through NHBC, LABC, Premier, or another provider). During this period, the warranty only covers major structural or weatherproofing problems with the house. This typically means serious issues with the foundations, load-bearing walls, floors, roof structure, etc., or anything that could make the home unsafe or uninhabitable. Smaller defects or maintenance issues after year 2 are considered the homeowner’s responsibility. For instance, cosmetic cracks, sticking doors, or minor leaks that might pop up in year 3+ would not be covered by the warranty – you’d have to fix those yourself. But if a significant structural flaw were discovered (say, a structural beam defect or subsidence issue), you would contact your warranty provider to make a claim and have it remedied. In short, after two years the focus is on structural integrity; routine wear-and-tear or minor glitches are no longer under warranty and would fall to you to handle

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Q12. What does my 10-year new home warranty cover, and what isn’t covered?
New-build warranties are set up to cover the big risks. Typically, the warranty lasts 10 years from completion and is split into the 2-year builder period (all defects covered by builder) and years 3–10 for structural issues (covered by insurance). In years 3–10, the warranty covers serious defects in key parts of the home – for example, problems with foundations, load-bearing walls, the roof, floor structure, or other structural elements causing damage. It may also cover issues like severe water penetration or structural collapse of chimneys, etc., and often includes insurance for alternative accommodation if you have to move out for repairs

What’s not covered: Routine maintenance, normal wear and tear, and minor cosmetic issues are not covered by the warranty. So things like paint scuffs, minor plaster cracks after year 2, or problems caused by lack of maintenance (for example, if you never reseal your shower and it leaks) would be excluded. Damage from accidents or weather events would typically fall under your home insurance, not the new-build warranty. It’s also worth noting that some warranties require that the cost of repair exceed a minimum amount to be claimable – very small-value issues might not meet the claim threshold (see next question on excess). Always check your specific policy documents for full details, but the general rule is: the 10-year warranty protects you from major structural defects or serious construction faults, while day-to-day upkeep and minor fixes over time are up to the homeowner.

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My new build has an NHBC (or LABC/Premier) warranty – are all new home warranties the same?
All leading new home warranty providers in the UK follow a similar model in terms of cover (2 years builder fixes, 10 years structural cover), but there are some differences in terms of process and limits. The NHBC “Buildmark” warranty is the most common, covering about 70–80% of new builds. Others like LABC Warranty, Premier Guarantee, Checkmate, etc., operate in a comparable way. In terms of coverage, you can expect any of these warranties to cover major structural defects for 10 years and to require the builder to fix general defects in the first 2 years.

Key differences: One difference is in claim fees/thresholds. For example, NHBC policies generally do not charge an excess – if a claim is accepted, you pay nothing out of pocket – but they do have a minimum claim value (a minimum cost that the repair must exceed for the insurance to kick in). That minimum claim value is specified in your policy and increases slightly each year (by about £50 per year). By contrast, some other warranties like Premier Guarantee or LABC have a fixed excess (often around £1,000) for claims in the structural warranty period. This means with those providers you might pay the first £1,000 of the repair cost for a claim in years 3–10. Coverage limits can also vary – NHBC, for instance, usually covers up to £1 million for a single home under its policy, whereas others may have similar high limits. But overall, the scope of what’s covered (defects vs. structural issues) is fundamentally alike across providers. Always review your own warranty document for specifics, but rest assured that NHBC, LABC, Premier, etc., all exist to protect you from major building defects. The differences are mostly in the fine print (like claim procedure, excess, or financial limits), not in the basic promise of the warranty.

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Q14. Will I have to pay anything to get defects fixed under the warranty (like an excess)?
During the first 2 years: No – if it’s a legitimate snag or defect, the builder must fix it at their cost. You should never be charged for repairs to genuine defects during the builder’s warranty period.

During years 3–10 (structural warranty period): It depends on your warranty provider’s terms. Some warranties have an “excess” or minimum claim value. For example, NHBC has no per-claim excess but does require that the issue meets a minimum cost threshold before they’ll cover it (this threshold is listed in your policy and rises slightly each year). Other warranty providers like LABC or Premier might require you to pay, say, the first £1,000 of any claim as an excess. So if you needed to claim for a structural issue, you might have to cover a small portion of the cost if your policy has an excess or if the repair cost is very low. Importantly, if the defect is serious enough to use the warranty, it’s often well above these minimums or excesses anyway. Always check your warranty documentation: it will state the “minimum claim value” or “excess” applicable. Aside from that, you won’t pay for covered repairs – the warranty is an insurance that covers the cost of putting right covered defects. Also, note that keeping up with routine maintenance (e.g. sealing grout, servicing boilers) is usually required – neglecting maintenance could risk your claim being denied on the grounds that the problem resulted from lack of upkeep rather than a defect

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Q15. What if my housebuilder goes bust or refuses to fix the defects?
New home warranties anticipate this scenario. If your builder has gone out of business or is otherwise unable/unwilling to honor their obligations, the warranty provider will step in. Under NHBC Buildmark, for instance, NHBC guarantees the builder’s obligations in the first two years – meaning if the builder won’t or can’t fix a reported defect, NHBC can arrange the repair or pay for it. This includes situations like the builder having ceased trading. Similarly, other warranty providers (LABC, Premier, etc.) include insolvency protection. Often there’s even cover from exchange of contracts to protect your deposit or to pay for finishing the home if the builder goes bust before completion.

So practically, if your builder has vanished or is flat-out refusing to address a defect, contact your warranty provider. They have a process to investigate and, if the issue is covered, they’ll either deploy their own contractors or compensate you for the repairs. Do ensure you’ve formally notified the builder (if they still exist) and given them opportunity – but if they’re unresponsive or gone bankrupt, your recourse is through the warranty. The whole point of the 10-year warranty is to give homeowners confidence that even if the builder isn’t around, the home’s defects can still be rectified

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Q16. What is the New Homes Quality Code, and does it apply to my home?
The New Homes Quality Code is a set of new industry standards (launched in late 2021 and implemented 2022–2023) designed to improve consumer protection for buyers of new build homes. It covers the entire customer journey – from pre-sale, through purchase, to after you move in – with requirements for builders to behave fairly and fix issues properly. For example, the Code prohibits high-pressure selling, requires builders to provide clearer information, and mandates a robust after-care service and complaints process for snags or defects. Crucially, if the builder fails to meet these standards, you have access to an independent New Homes Ombudsman Service to resolve disputes.

Whether it applies to your home depends on your developer. Builders voluntarily register with the New Homes Quality Board (NHQB) to follow the Code. As of 2024, a majority of big developers have signed up, but you should verify. You can check the NHQB’s register to see if your builder is a registered developer and the date they became active under the Code. The Code protection only applies if you reserved your home after your builder’s activation date with the scheme. If so, you benefit from all the new protections. If your builder isn’t in the scheme (or your purchase predates it), you’ll still have protections under older Consumer Codes – just not the newest Code. In summary, the New Homes Quality Code is a modern, stronger set of rules to ensure builders deliver quality and service. If your builder is signed up, you’re covered by it; if not, you fall back on the previous codes and warranty mechanisms for any issues.

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Q.17 What is the New Homes Ombudsman Service, and how can it help with my complaint?
The New Homes Ombudsman Service (NHOS) is a free, independent redress scheme specifically for new-build home buyers. It’s there to adjudicate when you have a complaint about your new home or builder that you can’t resolve through the builder’s own process. If your developer is part of the New Homes Quality Code scheme, you can escalate issues to this Ombudsman. Here’s how it works: you must first lodge a formal complaint with your builder and give them a chance to fix it. If either 56 days pass without a satisfactory resolution or the builder deadlocks/refuses, you can refer your case to the NHOS. The Ombudsman will then investigate your complaint impartially. They can instruct the builder to carry out specific remedial works and, in many cases, can award you compensation for distress, inconvenience, or financial losses caused by the defects. In fact, the New Homes Ombudsman can award up to £75,000 in compensation for a justified complaint (though awards that high would only be in very serious cases). The decisions of the Ombudsman are binding on the builder if accepted by the homeowner. Using the NHOS does not cost you anything, and it’s intended to be more consumer-friendly and specialized than, say, taking legal action or complaining through a general consumer route. In short, it’s a powerful new avenue to get fair treatment – if your builder isn’t making things right, the Ombudsman can step in to ensure you get the remedies or compensation you deserve.

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Q18. What if my builder isn’t registered under the New Homes Ombudsman scheme?
Not all developers are registered with the New Homes Quality Board yet (participation will become mandatory once legislation kicks in, but as of 2024 some builders are still outside the scheme). If your builder isn’t signed up to the New Homes Ombudsman, you still have other protections:

  • Warranty dispute resolution: If your issue is a defect in the home, your 10-year warranty provider can help. For example, NHBC and others offer a resolution service in the first 2 years to mediate between you and the builder. After the initial 2 years, any major structural issues can be addressed directly through the warranty claim process.

  • Consumer Code for Home Builders (or other codes): Most new-build homes (before the new Code) were covered by one of a few consumer codes of conduct. If not under NHQB’s Code, your purchase likely fell under the Consumer Code for Home Builders or a similar code (such as the Consumer Code for New Homes). These codes also offer independent dispute resolution schemes. You can contact the code body associated with your warranty/developer – your developer should provide the details (often in the Home Buyer’s pack or their contract). Under those schemes, an independent arbitrator can decide on disputes and even award limited compensation (for example, the Consumer Code for Home Builders can award up to £15k–£50k depending on when you reserved).

In summary, if the New Homes Ombudsman isn’t available to you, you’re not at a dead end. Use your warranty provider for build-quality issues and the applicable older consumer code’s dispute resolution service for other complaints (like mis-sold information or contract issues). The process is slightly different, but the goal is the same: to get your issues resolved fairly. Your rights to quality and completion are still protected – you just would use the established channels that were in place prior to the New Homes Quality Code

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Q19. Can I get compensation if my new home has serious defects or delays?
Yes, in some cases you can receive compensation – but it usually comes as a result of a formal dispute process (not automatically from the builder). Under the New Homes Ombudsman Service, for example, if your complaint is upheld, the Ombudsman can award compensation up to £75,000 for you. This could cover things like the cost of putting defects right (if you had to pay for something upfront), reimbursement for alternative accommodation if your house was un-liveable, or compensation for distress and inconvenience. Under the older Consumer Code for Home Builders (which applies if your builder isn’t in the new scheme), the compensation limits are lower – historically capping at £15,000, though for homes reserved from 2024 the cap was raised to £50,000 (with a limit on inconvenience/upset of a couple of thousand pounds). In practice, most homeowners’ disputes get resolved by doing the necessary repairs rather than large cash payouts. However, if you’ve suffered losses due to the builder’s failings (for instance, extensive remedial works, serious disruption, or being unable to use part of your home), you should document these impacts and request compensation through the dispute resolution process. Small gestures of goodwill (like a voucher or minor payment) might be offered directly by a builder for inconvenience, but for substantial compensation you’d usually need to go through the Ombudsman or arbitration scheme. Remember that any award is contingent on proving the builder did something wrong – e.g. breached the Code or contract – resulting in loss to you. It’s not automatic, but the mechanisms are there to compensate buyers in cases of significant defect issues or mishandled complaints.

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Q20. Can I hold back money or delay completion until all snags are fixed?
In general, no – when buying a new build home, you’re usually contractually obliged to complete the purchase (pay the full balance) when the property is ready, even if there are outstanding minor snags. Developers rarely allow ordinary buyers to retain funds for snagging. Once you’ve “parted with your money” at completion, it can indeed be difficult to hold the developer to account, which is why warranty and ombudsman systems exist. It’s understandable to want everything perfect beforehand, but outright withholding payment without agreement could put you in breach of contract (potentially risking your deposit).

That said, the New Homes Quality Code now requires that a new home be essentially complete before you move in – builders should not hand over homes with incomplete works in exchange for payment. You have the right to a pre-completion inspection, and you can press the builder to fix known defects or finish any incomplete items identified at that inspection. If there are significant issues, you might negotiate a delayed completion or an agreement in writing that the builder will fix specific snags by a certain date after completion. But unless such terms are written into your contract, you cannot unilaterally hold back part of the purchase price.

The current system places reliance on the warranty: you complete the sale, then the builder’s warranty obligations (and the warranty insurance) ensure defects will be rectified post-completion. Consumer advocates (including the HomeOwners Alliance) have campaigned for a “snagging retention” system – where a portion of the price is withheld for, say, 6 months until all faults are fixed – because this would strongly incentivise builders to sort problems quickly. But until such a retention scheme is standard, your best approach is to document all snags, complete the purchase as required, and then work with the builder (and if needed, the warranty provider or Ombudsman) to get everything put right. The law doesn’t currently give individual buyers a direct right to delay completion for snags, so use the protections in place (warranties and complaint procedures) to ensure your home is brought up to scratch after you’ve moved in.

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