Snagging: Using data to drive better improvements in defect management

‘Snagging’, the term used for checking a new-build home for minor defects that need to be resolved, is a common cause of frustration for new-build home buyers. According to the latest National New Homes Customer Satisfaction Survey[1], 95% of new homeowners reported snags or defects with their home after moving in. Of those, while 53% reported fewer than 10 snags, a third fell into the highest category of 16+ snags.

New homes codes of practice set requirements for how builders respond to buyers’ concerns about snags/defects raised, but they don’t cover the build quality itself as this is covered by the home warranty protection and/or building control standards. However, the Fifth Edition of the Consumer Code for Home Builders requires builders to allow buyers to conduct a pre-completion inspection either themselves, or with the support of a professional advisor. The aim is to identify and resolve snags prior to completion, leading to a better experience for new build homeowners who should have fewer defects to deal with once they move in. This is better for builders too, as rectifying defects is often easier to do before a property is occupied.

But why do new build homes commonly have defects and what can developers do to improve the number of issues they resolve before buyers are even aware of a potential issue?

Identifying common issues

Clixifix* provides defect management software to developers of all sizes, with the aim of improving how defects are logged and resolved. The data they collect means they are able to identify trends across different types of developments, which can be used to help builders be more proactive in identifying and resolving snags. James Farrell from Clixifix explains:

“Clixifix categorises defects across different development schemes, based on size, which helps in analysing trends in defects and how quickly they are resolved relative to the scale of development. This enables us to identify clear differences between large and small developments, which we’re using to help our customers plan how they manage and respond to snags.”

According to Clixifix, the three top defect categories over the last 12 months across their client base of over 200 builders have been:

• Windows and Doors: Reported issues predominantly include external doors (5,243 defects) and windows (5,922 defects) in high scheme size developments.
• Interior Issues: Notable concerns like internal doors and paintwork are significant, with 4,058 and 3,880 defects respectively reported across the largest developments in the Clixifix client base.
• Kitchen Units: Defects with these units feature prominently across all development sizes, with larger schemes reporting 3,260 defects.

Understanding the common sources of complaints or defects potentially enables builders to focus their internal inspection efforts in these areas, reducing reliance on buyers to report issues and consequently improving customer experience.

The impact of scheme size

Clixifix also looks at the impact of scheme size on defect types and resolution. Their client data over the past 12 months shows:

• Large-scale developments tend to see more defects related to structural elements such as doors and windows, but these are generally resolved more swiftly than in smaller schemes.
• Medium-scale developments experience diverse defects, ranging from external areas to electrical systems, which may indicate more varied construction challenges impacting this size of scheme.
• Smaller developments tend to register unique categories like carpet defects and snagging tasks, highlighting finishing challenges that are less common in larger projects.

Keeping buyers informed

The overall average time to address and resolve defects across all categories recorded by Clixifix is 25.6 days. But how those timescales are managed will impact the experience for buyers.

As part of the Code’s requirement to provide an accessible after-sales service, builders are expected to settle an after-sales issue or problem within 30 days and provide regular updates for those issues that take longer to resolve. Keeping home buyers informed about how and when snagging issues will be rectified can significantly enhance the experience and reduce the likelihood of formal complaints.

Making the most of defect data

Tracking defect data can provide important insights into where there may be weaknesses in internal inspection processes and help builders implement a more proactive approach to defect management.

National data such as the information collected by Clixifix, provides a good indication of common themes which can help builders tailor their approach according to the scale of their scheme, albeit this information only covers their client base rather than the industry as a whole. But even collecting and analysing your own company and/or site data internally can provide useful insights. When combined with the after-sales and complaints management guidance provided in the Fifth Edition of the Code, builders have the tools to help them streamline defect management, optimise efficiency and enhance customer satisfaction.

*This article contains references and links to Clixifix because we believe the information may be useful to builders covered by our Code. This does not imply endorsement from the Consumer Code for Home Builders of Clixifix or its services. Other providers may offer similar information and services.

[1] https://www.hbf.co.uk/policy/customer-satisfaction-survey/results/