How to Report Snags to Your Builder (and Get Them Fixed)

Introduction

Finding the snags is only half the job. The other half is reporting them in a way your developer will actually act on. A vague WhatsApp message saying “there are a few issues in the kitchen” will be ignored or forgotten. A dated, photo-supported, itemised report grouped by room and severity will be actioned — because it leaves your developer no room to dispute what was raised and when.

This guide sets out a simple, repeatable process for reporting snags, from capturing the defect to submitting the list to the right person. It pairs with our new build snagging checklist and our guide on how to write a snagging report.

Before You Report: Capture Properly

Every snag you report should contain four things: a photograph, the room, the location within the room, and a short description. Without all four, your developer will have to come back and ask — which slows everything down.

• Photograph: clear, well-lit, with enough context to show where in the room it is.
• Room: name it consistently — “Kitchen”, “En suite”, “Landing” — so items group cleanly.
• Location: the specific wall or surface — “west wall, by the back door”.
• Description: one line — “chip to worktop edge, 3cm” — not an essay.

A snagging app like Snagr captures all four fields per item and compiles them into a branded PDF — far more effective than a spreadsheet and a camera roll full of unlabelled photos.

The Reporting Process, Step by Step

1. Inspect using a structured checklist and log every defect with a photo and location.
2. Group items by room and sort by severity (high, medium, low).
3. Generate a clean PDF report with a date and your plot address.
4. Send it to your developer’s customer care or site manager in writing — by email, not by phone.
5. Keep a copy and a record of when you sent it.
6. Agree a reasonable timeframe for fixes (usually 7–14 days for non-urgent items).
7. Follow up in writing when the timeframe passes.

Who to Send Your Snag List To

The right contact depends on the stage you are at. Before completion, the site manager or sales office is your route. After handover, most developers assign a customer care or after-sales manager who handles snagging. Your handover pack should name them; if it does not, ask sales in writing and keep the reply.

Send the list by email so there is a timestamped record, and copy yourself. If your developer uses a portal, upload the same PDF there as well — do not rely on a portal alone unless it lets you export a dated copy.

How to Word Your Report

Be specific and neutral. Avoid emotion and accusations; your goal is a fix, not an argument. State what you found, where, and the severity. Let the photographs carry the detail.

A short submission email you can adapt

"Hi [name], please find attached the snag list for [plot address], inspected on [date]. There are [N] items, grouped by room and severity. High-severity items are flagged at the top. I would be grateful if these could be addressed within the snagging period. I am happy to provide access on [days/times]. Thank you, [name]."

For the report itself, our how to write a snagging report guide covers the structure in depth.

When Your Developer Does Not Respond

Most developers respond to a clear, well-evidenced list promptly. Some do not. If your follow-up goes unanswered, escalate in this order:

1. Follow up in writing, referencing the original date and attaching it again.
2. Ask for the name of the customer care manager and copy them directly.
3. Raise a complaint under your developer’s complaints procedure (they must have one).
4. Refer the complaint to the relevant consumer code — the Consumer Code for Home Builders, the New Homes Quality Board, or your warranty provider.
5. For structural or warranty issues, contact your warranty provider (NHBC, Premier Guarantee, LABC, or equivalent) directly.

For the standards your developer must meet — useful when a fix is disputed — see our NHBC standards guide. For warranty cover and timing, our guide to new build warranty defects explains what is covered and when to involve the warranty provider.

Frequently Asked Questions