In short
- A builder registered with the New Homes Quality Board must give you the chance to inspect the home, or have a qualified inspector do it, before completion.
- The inspection uses a standard checklist with set viewing rules, such as checking walls in daylight from at least two metres away.
- After you move in, the builder must provide an after-sales service for at least two years and should usually settle a reported issue within 30 days.
- If a snag is not put right within 30 days of reporting it, you can raise it as a formal complaint, and take it to the New Homes Ombudsman Service after 56 days.
What snagging is
The New Homes Quality Code defines a snag as a minor imperfection or fault that does not meet the quality or finish set out in the contract of sale: usually something damaged, broken, not fitted properly or unfinished. Snagging is the process of finding these issues and getting the builder to put them right.
The New Homes Quality Board draws a line between snags and defects:
- Snags are minor or cosmetic, such as paint runs or scuffed woodwork, and do not affect how the home works.
- Defects can affect how the home works, such as faults in the plumbing, electrics or heating, and can take longer to fix.
If you find anything structural, or anything that puts your health at risk, contact the builder straight away. Urgent problems such as a faulty external door lock, an uncontainable water leak, complete failure of heating and hot water, or total loss of power are emergencies, not snags.
Your rights under the New Homes Quality Code
If your builder is registered with the New Homes Quality Board, the Code gives you these rights.
| Stage | What the Code says |
|---|---|
| Before completion | The builder must give you the chance to inspect the home yourself, or appoint a suitably qualified inspector, after the notice to complete is served (or earlier if you both agree) |
| Notice to complete | Usually expected to be at least 14 calendar days, so there is time for the inspection |
| Issues found at inspection | If they breach the warranty technical standards, the builder should fix them, ideally before completion, or within 30 days if that is not possible |
| At completion | The builder must give you a Schedule of Incomplete Work for the home, with timescales for finishing work or fixing defects |
| After completion | An after-sales service for at least two years, covering snags, defects and emergencies |
| Reported snags | The builder should usually settle an issue within 30 days; if delayed, it must explain why and update you at least once a month |
| Unfixed after 30 days | You can ask for the snag to be handled under the builder's formal complaints process |
The checklist is not meant to delay or prevent completion in line with the notice to complete, but the builder must respond to what the inspection finds. Check the Board's register of developers to confirm your builder is covered.
Snagging survey: do it yourself or hire a professional?
You can carry out the inspection yourself, or hire an inspector. Either way, it must use the New Homes Quality Board's standard Pre-Completion Inspection Checklist, which has versions for houses and apartments.
| Doing it yourself | Using a qualified inspector | |
|---|---|---|
| Cost | Free | You pay their fee |
| Expertise | The Board warns that a non-professional may miss or misread some standards | Trained to check against warranty standards and tolerances |
| Requirements | Use the standard checklist | Must belong to a recognised professional body (such as CABE, CIOB, ICWCI, RICS or RPSA), hold professional indemnity insurance, work within their competency and use the standard checklist |
A professional's report includes photos and notes of every issue and the work needed, and goes to you and the builder. If you do it yourself, send your list to the builder in writing, with photos.
The viewing rules
The checklist sets out how each part should be inspected:
- Internal ceilings, walls, paintwork, mastic and sealing: in daylight from at least 2 metres away, without shining a light on the surface.
- External walls: in daylight from at least 10 metres away.
- Cupboards, wardrobes, worktops and fitted furniture: in daylight from 0.5 metres.
- Glazing: in daylight from at least 2 metres (3 metres for laminated or toughened glass). Fine scratches under 25mm, and bubbles or blisters that are neither obtrusive nor bunched, are acceptable.
- Spirit levels, plumb lines and tape measures may be used to confirm whether something you can see is within tolerance.
- The loft is only checked where it can be reached without risk. If there is no fitted loft ladder, the builder does not have to let you use your own before completion unless you can show ladder safety training.
What to take
Take the standard checklist, your phone for dated photos, a plug-in socket tester (the checklist asks for every socket to be tested), a spirit level, a tape measure, and the floor plan and specification so you can check you have what you paid for.
Room-by-room snagging checklist
This follows the New Homes Quality Board's checklist for houses. Work room by room and note where each issue is.
Every room
| Area | What to check |
|---|---|
| Walls and ceilings | Joints not visible, reasonably flat and plumb, no shrinkage, popped screws or visible jointing tape |
| Paint | Evenly applied, no runs or prominent brush marks, no paint on switches and sockets |
| Floors | Flat, no excessive creaks; tiled, timber or laminate floors square to walls with consistent spacing |
| Carpets | No ripples, lumps or fault lines, neatly fitted, threshold bars where needed |
| Skirting | Uniform finish, gap to the floor no more than 5mm, joints continuous |
| Doors | Handles, locks and catches work and are fitted square; doors open and close without catching; frames plumb; keys present |
| Windows | Handles, stays and catches work; open and close without catching; frames undistorted and plumb; sealed around the edge; keys present |
| Glazing | No obtrusive or bunched bubbles, particles or blisters when viewed from 2 metres |
| Lighting | Bulbs present and working; fittings and switches flush, secure and level |
| Sockets | Level, flush with the wall, and tested with a plug tester |
| Radiators | Working, undamaged, level, decorated behind, no leaks |
| Detectors | Smoke, heat and carbon monoxide alarms present, power light on, working |
Hallway, stairs and landing
| Area | What to check |
|---|---|
| Stairs | Treads and risers even and securely fixed, no movement, creaks or protruding nails |
| Handrails and newels | Secure and reasonably plumb, smooth, with at least 25mm between the handrail and the wall |
| Fire doors | Where fitted, gaps of 2 to 4mm at the head and sides and no more than 4mm at the base; self-closer fitted if required; intumescent strips intact; ID plate on the top of the door |
| Consumer unit | Level, clean and labelled, blanks in place, safety and next-test stickers fitted |
| Doorbell and alarm | Present where specified and working; alarm operation shown at the home demonstration |
Kitchen and utility
| Area | What to check |
|---|---|
| Units | Securely fixed, aligned and level, with even gaps; doors and drawers open and close without catching and soft close where fitted |
| Handles and finish | Undamaged, fitted square, matching finish, no obvious scratches from 0.5 metres |
| Plinths and lighting | Secure and level; under-unit lighting working where fitted |
| Worktops and tiling | No chips or scratches; tile joints straight and consistent; grout well filled; sealant neat |
| Sink and taps | Hot and cold the right way round, good flow, no leaks, drains without gurgling |
| Appliances | Hob, oven, fridge freezer and dishwasher work; dishwasher drains; isolation switches labelled |
| Washing machine | Works, transit bar removed, drains properly |
Bathrooms, en-suites and WCs
| Area | What to check |
|---|---|
| Bath | Fill it to the overflow: no movement or unusual noise, drains without gurgling or backing up; seals complete and neat; no chips |
| Shower tray or enclosure | Run the shower: no leaks, movement or noise; screen clean and secure; silicone neat; drains well |
| Basin and pedestal | Fill to the overflow; secure, level, pipes hidden; hot and cold the right way round; plug and chain work |
| Taps and controls | Good flow, no drips, secure, note any pipe noise |
| Toilet | Secure, level, pipes hidden, seals neat; flushes properly; seat secure, soft close works where fitted |
| Tiling | No cracks or scratches, joints straight, grout full, sealant to wet areas neat |
| Towel rail and shaver point | Secure, level, no leaks, power supply present |
| Ventilation | Extractor runs when the light is switched on (check the fan isolator is on); grilles flush and secure |
Bedrooms
Check everything in the every-room table, plus fitted wardrobes: securely fixed, aligned, with even gaps, doors that open and close without catching, secure shelves and no obvious scratches from 0.5 metres.
Heating, hot water and loft
| Area | What to check |
|---|---|
| Boiler | Working, casing undamaged, pipework tidy, no unusual noise, flue sealed, installation label signed |
| Heat pump | Where included, installed on a flat, solid surface outside, with access for maintenance and airflow; controls inside |
| Hot water cylinder | No leaks, installer's label signed, isolation valve present and working |
| Cold water tank | No leaks, lid and insulation present |
| Loft hatch and ladder | Hatch opens freely and is secure; ladder, if fitted, stable and fixed |
| Loft space | Insulation evenly laid; felt even and undamaged; ducting fixed at both ends without loops; cables secured; timbers undamaged and braced |
Outside the home
| Area | What to check |
|---|---|
| Brickwork | Consistent colour and texture, no chips or marks over 15mm across, plumb and straight, joints straight |
| Render | Consistent, flat, no crazing; cracks no wider than 0.2mm |
| Roof | No cracked or slipped tiles; ridges even; leadwork and flashings sealed and tidy |
| Gutters and downpipes | Secure, no kinks, dips, gaps or leaks (leaks cannot be checked in dry weather) |
| Damp-proof course | Level, and at least 150mm above finished ground level where visible |
| Airbricks and weep vents | Clean, undamaged and correctly installed; not blocked |
| Doors and windows | As inside, plus sill end caps present and stone sills free of chips and stains |
| Outside tap and lights | Tap secure and working; lights working, flush and level |
| Solar panels | Where included, installed |
Garage, garden and boundaries
| Area | What to check |
|---|---|
| Garage door | Opens, locks, no dents or scratches; frame secure; keeps rain out at the base |
| Garage floor and services | Reasonably level; lights and sockets clean, level and working; cables clipped neatly |
| Paths and driveway | Reasonably level and stable, even finish, drains away from the home |
| Steps, edgings and kerbs | Even rises, secure, no trip hazards |
| Lawn and landscaping | No dead areas or visible flooding, no rubbish or debris |
| Drains | Inspection chamber covers level and fixed; ask for them to be lifted and water flushed through |
| Fences, walls and gates | Even finish, undamaged, timber treated; gates square, open and close freely, latches and locks work |
| Sheds, bin and bike stores | Doors open and close without catching; roofs complete with no holes |
| Site | No open excavations, potholes or trip hazards; scaffolding removed; roads and footpaths have at least their base layer |
What usually is not a snag
The New Homes Quality Board lists things that typically do not count as snags:
- Consumables such as light bulbs, batteries and tap washers
- Weather damage after completion
- Wear and tear, such as marks from moving furniture or damage after you move in
- Small shrinkage cracks as the home dries out. Cracks are only a snag if they are extensive, point to a wider problem, or are wider than a £1 coin
- Mould and condensation caused by poor ventilation, such as keeping windows and vents closed
- Minor marks only visible in particular light or from certain angles
- Problems caused by your own DIY or alterations
The Board notes that builders usually allow only a few days after moving in to report scratches and surface marks, so check the policy and report them promptly. Our guide to moving into a new build explains what is normal as a new home settles.
Reporting snags after you move in
Some snags only appear once you live in the home. The builder must give you a written statement of its after-sales procedures, including how to report problems, who to contact and what counts as an emergency.
- Report each issue through the after-sales process, in writing, with photos.
- Log the date, the issue, who you dealt with and what they said.
- Give the builder access to do the work.
- If an issue is not settled within 30 days, ask for it to be handled as a formal complaint.
When snags are not fixed: complaints and the Ombudsman
A registered builder's complaints procedure must follow a set timetable.
| Time from the complaint start date | What the builder must send |
|---|---|
| Within 5 days | A written acknowledgement |
| Within 10 days | A path to resolution letter, explaining how it will investigate |
| Within 30 days | A complaint assessment and response letter, with what has been done, what will be done and when |
| Within 56 days | If the complaint is not closed, an eight-week letter, with updates at least every 28 days after that |
A complaint that arose within two years of completion can go to the New Homes Ombudsman Service 56 days after the complaint start date, even if the two years have since passed. The Code says you should refer it as soon as possible. The Ombudsman Service does not deal with structural issues covered by the warranty; those go to the warranty provider.
Most new homes also have a 10-year structural warranty: the builder handles reported defects for the first two years, then the warranty provider covers structural problems. Our guides to new build warranties and the New Homes Quality Code and Ombudsman explain both routes.
Questions people ask
What is a snagging survey?
It is an inspection of a new home to find snags before or soon after you move in. If your builder is registered with the New Homes Quality Board, you have the right to a pre-completion inspection using the Board's standard checklist, carried out by you or a suitably qualified inspector.
When should I do my snagging inspection?
Under the New Homes Quality Code, the pre-completion inspection takes place after the notice to complete is served and before the completion date, or earlier if you and the builder agree. You can keep reporting snags through the after-sales service for at least two years after completion.
Is a professional snagging inspection worth it?
The New Homes Quality Board says the checklist was designed to be used by a professional, and that someone without that training may miss or misread some of the standards. A professional inspector must be a member of a recognised body, hold indemnity insurance and use the standard checklist.
How long does a builder have to fix snags?
Under the New Homes Quality Code, a builder should usually settle a reported issue within 30 days unless there is a significant reason for delay. If it is delayed, the builder must explain why and update you at least once a month.
Can I refuse to complete until snags are fixed?
The Code says the pre-completion inspection checklist is not meant to delay or prevent completion in line with the notice to complete. The builder must respond to the issues found, ideally fixing them before completion or within 30 days. Ask your solicitor about your own contract before refusing to complete.
Are cracks in a new build a snag?
Small shrinkage cracks are normal as a new home dries out. The New Homes Quality Board says cracks are only treated as a snag if they are extensive, point to a wider problem, or are wider than a £1 coin.
What if the builder will not fix my snags?
If a snag is not put right within 30 days of reporting it, ask for it to be handled under the builder's formal complaints procedure. If the complaint is not resolved, you can refer it to the New Homes Ombudsman Service after 56 days.
Sources
- New Homes Quality Board: New Homes Quality Code, version 2 (March 2026)nhqb.org.uk
- New Homes Quality Board: Pre-Completion Inspection Checklist: house, version 2 (March 2026)nhqb.org.uk
- New Homes Quality Board: Pre-Completion Inspection Checklist: apartment, version 2 (March 2026)nhqb.org.uk
- New Homes Quality Board: A homeowner guide to snaggingnhqb.org.uk
- New Homes Quality Board: A guide to settling into your new homenhqb.org.uk
- NHBC: Buildmark cover in the first two yearsnhbc.co.uk
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