Key facts
- Developers registered with the New Homes Quality Code must provide an after-sales service for at least two years from completion.
- In most situations, the developer must be able to settle a snag within 30 days, unless there is a significant reason for a delay. If there is a delay, they must update you at least once a month.
- Issues found at a pre-completion inspection should be dealt with before completion, or within 30 days if that is not possible.
- If you make a formal complaint and it is not resolved, the developer must send an eight-week (56-day) letter, and you can then refer it to the New Homes Ombudsman Service.
- Under most new home warranties, including NHBC Buildmark, the builder is responsible for defects in the first two years. After that, cover usually narrows to structural defects.
Snags found before completion
If you have a pre-completion inspection, the New Homes Quality Code says the developer is responsible for addressing issues that breach the warranty technical standards, ideally before legal completion, or within 30 days if this is not possible. See our guide to the NHQB Pre-Completion Inspection Checklist.
Snags reported after you move in
Part 3 of the Code requires a developer to give you a full and accessible after-sales service for at least two years following completion. Snags are covered by that service and must be dealt with as soon as possible. In particular:
- the developer must acknowledge any snags you raise as soon as possible;
- in most situations they must be able to settle the issue within 30 days, unless there is a significant reason for a delay; and
- if there is a delay, they must explain why and give you updates at least once a month until it is settled.
Emergency issues, such as matters that could affect your health and safety, are not treated as snags and should be dealt with straight away.
If the developer does not fix them
If you are not satisfied with the after-sales service, you can make a formal complaint under the developer's complaints procedure. If the complaint is not closed within 56 days of the complaint start date, the developer must send you an eight-week letter summarising what has been done, what is still outstanding and when it will be settled.
A complaint about something that arose within the first two years after completion can be referred to the New Homes Ombudsman Service after 56 days from the complaint start date. The Ombudsman will expect you to have given the developer a fair chance to resolve it first.
How your new home warranty fits in
Most new homes come with a 10-year warranty, such as NHBC Buildmark. The usual structure is:
| Period | Who is responsible | What is usually covered |
|---|---|---|
| Years 1 and 2 | The builder | Defects that breach the warranty provider's technical standards, including many snags |
| Years 3 to 10 | The warranty provider | Mainly structural defects, such as foundations, load-bearing walls and the roof structure |
If the builder does not deal with a valid defect in the first two years, NHBC and other providers offer a resolution service. Policies differ, so check your own warranty documents for the exact terms.
How to get your snags fixed faster
- Report everything in writing, through the developer's customer care or aftercare process, and keep a copy with the date sent.
- Send a clear, photographed list. A professional snagging report gives each item a number, a photo, the relevant standard and the action needed, which makes it hard to dispute.
- Report early. Small issues are easier to fix before you have decorated or furnished, and everything should be reported well before the two-year anniversary.
- Escalate if the 30 days pass without a fix or a clear reason, using the formal complaints procedure.
- Book an end of warranty inspection before the two years run out, so nothing is missed.
Frequently asked questions
How long does a developer have to fix snags?
Under the New Homes Quality Code, in most situations a developer must be able to settle a snag within 30 days of it being raised, unless there is a significant reason for a delay. They must give you monthly updates if it takes longer.
How long is the developer responsible for snags?
The developer must provide an after-sales service for at least two years from completion, and under most new home warranties the builder is responsible for defects during the first two years.
What can I do if my developer will not fix snags?
Make a formal complaint through the developer's complaints procedure. If it is not resolved, the developer must send an eight-week letter after 56 days, and you can then refer the complaint to the New Homes Ombudsman Service.
Can I still report snags after two years?
After the first two years, warranty cover usually narrows to structural defects, so cosmetic snags are unlikely to be covered. Report everything before the two-year anniversary.
Get my instant price →
Sources: New Homes Quality Code, Version 2 (March 2026), Part 3 · NHQB: after-sales service, complaints and the Ombudsman · New Homes Ombudsman Service · NHBC homeowners. This guide is general information, not legal advice. Always check your own contract, warranty documents and the developer's aftercare policy.