New Homes Quality Code snagging guidance

Over 100 residential developers and housebuilders have signed up to the New Homes Quality Code.

They now need to understand and meet new guidance on snagging and the cost of meeting these new obligations over a two year post-completion window. 

The New Homes Quality Board has published the first of a series of insights and guidance on snagging. It follows its research in 2023 that suggests home buyers have a limited understanding of snagging and the process in which snags are resolved.  

The guidance states that developers are expected to resolve snags and defects in new homes before completion. If they cannot resolve snags before completion, they must be addressed within an agreed timescale as part of a post-sale service to be made available to buyers for a two-year post-completion window. 

The guidance on snagging sets out five recommendations:

• Homes should be fully quality checked by someone not directly involved in the construction of the home. 
• Information about the snagging process, what snags are, and how they will be fixed, should be provided to buyers early in the sale. 
• Information should be provided to buyers about how to report problems which should include details of methods of contacting the developer e.g. in person, over the phone, via email or an app. 
• Defects should be resolved within 30 days, and any potential delays should be explained in advance to buyers with details of next steps. 
• Buyers should be informed that they can refer any unresolved complaints to the New Homes Ombudsman Service. 

When a snag occurs, social housing providers should follow the recommended six-step resolution process:

1. Identify. Ideally find snags before completion but recognise snags may be found by buyers or snagging companies/ 

2. Report. Provide clear ways for buyers to report snags. 

3. Acknowledge. No matter how reported, developers should immediately acknowledge the issue. 

4. Inform. Within two days developers should clearly explain what will happen next and when the snag will be addressed. 

5. Fix. The snag should be fixed as quickly as possible. If there is likely to be a delay, explain why and when it will be fixed. 

6. Follow-up. Once a snag has been fixed, developers are encouraged to follow-up and check that everything is OK. 

Larger developers are likely to need to invest in systems to manage snagging for that two-year post-completion window and understand the potential resource cost to remedy legitimate snagging issues over that time. 

Any increased cost should be seen in the light of improved customer relationships and the advantages that will bring.