What can I do if I have a complaint about my new build home?

If you have a complaint about your new build home, start by raising it in writing with your builder. Keep it factual and evidence-based. If the builder delays or downplays the issue, you can escalate to your warranty provider (such as NHBC, Premier or LABC). An independent snagging inspection gives you clear, defensible evidence for your complaint.

Does Building Control sign-off mean my new home has no defects?

No. Building Control checks are sample-based and do not guarantee every aspect of construction is correct. Homeowners are entitled to raise specific compliance queries if they have reasonable doubt, even where Building Control approval has been issued.

How can an independent snagging inspector help with builder complaints?

An independent snagging inspector checks your home against Building Regulations, warranty standards and British Standards. Reports highlight defects and non-compliances in a clear, defensible way, making it harder for builders to dismiss complaints and easier for warranty providers to act.

New Home Builder Complaints - What You Can Do

Buying a new home should be exciting, but for many people the reality includes frustration, delays, and unanswered complaints. Builders may downplay issues or rely on certificates instead of giving clear answers. If you’re struggling to get your concerns taken seriously, there are steps you can take - and I can help you through the process.

Bought a New Build and Now Facing Problems?

You’re not alone. Many new homeowners discover problems after moving in, from workmanship defects to compliance concerns. Builders sometimes delay responses, give vague answers, or dismiss issues as “within tolerance.” Without the right evidence and wording, it’s easy to feel stuck - but with independent support, your complaint can be taken seriously.

Why Builder Complaints Often Stall

Building Control sign-off is not a quality check - it’s sample-based and doesn’t guarantee every detail is correct.
Certificates don’t answer compliance doubts – an electrician’s signature doesn’t replace a clear yes/no answer.
Builders may rely on vague responses – which feels evasive and undermines trust..

“This cable was left un-terminated and not labelled in an electric meter box. . A certificate alone doesn’t answer whether it complies.”

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How I Help Homeowners With Complaints

At StructureSurvey, I go beyond a snagging checklist:

Independent inspection – we document defects and compliance concerns against NHBC, LABC, Building Regs. and BS standards.
Clear, defensible wording – our reports ask direct compliance questions builders can’t ignore.
Support in communication – we help you phrase escalation letters to warranty providers or customer care teams.
Evidence for your records – everything we issue can be forwarded directly to builders, warranty providers, or ombudsman services if needed.

Common Complaints I See

Incorrect or sub-standard manhole covers in driveways (A15 where B125 is required).
Service penetrations without proper fire-stopping.
Electrical compliance queries answered only with “there’s a certificate.”
Poor finishes and workmanship dismissed as “acceptable.”
Warranty or customer care teams overwhelmed with complaints.

OSMA Wavin confirms B125 is required for driveways (official datasheet, PDF) - click link below

https://mediahub.wavin.com/m/797677f587ddf94c/original/B125-Cover-and-Frame-A4-flyer-2024-v8.pdf?utm

Take Control of Your Complaint

Don’t let your concerns get lost in the noise of customer service backlogs. With a structured, compliance-based inspection report, you:

Get your complaint prioritised.
Strengthen your case with your warranty provider.
Protect your investment if problems worsen over time.

Your Rights as a Buyer

You are entitled to a home that meets Building Regulations and warranty standards.
You are entitled to clear answers, not evasions.
You are entitled to raise reasonable doubt and request evidence of compliance.

Next Steps

If you’re struggling with a new home builder complaint, contact us today for an independent inspection and clear, evidence-based reporting to support your case