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Developer Not Fixing Your Snags — What To Do
You submitted your snag list. You followed up. Nothing happened. The developer said they would send someone 'soon.' It has been two months. You are getting nowhere.
This is one of the most common situations facing new-build buyers in London — and one of the most fixable. Here is the exact escalation process that works.
Before you escalate — do you have written evidence?
Every escalation process depends on written evidence of (a) the defects existing, and (b) you having reported them in writing. If your snag list was verbal, WhatsApp-only, or informal — your legal position is significantly weaker. The single most important thing you can do right now is create a formal written record: email the customer care team, list every defect, request written acknowledgement of each one.
The escalation ladder — step by step
Formal written notice — 28-day deadline
Email the developer's customer care team and their Customer Relations Manager (find this on their website). State clearly: the specific defects, that you are invoking their obligations under the New Homes Quality Code, and that you require written confirmation of fix dates within 14 days and completion within 28 days. Copy in anyone else you have dealt with. Keep the email chain.
New Homes Quality Board (NHQB)
If the developer is registered with the NHQB (most major developers joined from 2023), escalate your complaint through the NHQB process. The NHQB can require the developer to respond and take action. Registration status: nhqb.org.uk. This is free and can be done online.
NHBC Resolution Service
If you have an NHBC Buildmark warranty and the defects were reported within the 2-year period, use the NHBC Resolution Service. NHBC mediates between you and the developer. This is separate from the NHQB and can be used concurrently. nhbc.co.uk/resolution.
Letter Before Action from a solicitor
A formal Letter Before Action (LBA) from a solicitor signals that you are prepared to litigate. For a developer with a legal team, an LBA from a buyer's solicitor changes the calculus significantly. Most LBAs cost £200–£500 to draft. Many disputes resolve at this stage.
Small Claims Court (under £10,000)
For defects costing under £10,000 to fix, the Small Claims Court is your most direct route. Filing fee is £105–£455 depending on claim value. You do not need a solicitor. You will need your professional snag list, written evidence of reporting, and contractor quotes for repair costs. Most developers settle before a hearing.
Why a professional snag list makes all of this easier
Every escalation step above is dramatically more effective when you have a professional, independently-written snag list. Here is why:
It is credible: A professional report cannot be dismissed as a buyer's complaint. It carries the authority of independent expertise.
It is complete: Buyers miss defects. A professional inspection finds 40–90 issues where a buyer's own list typically has 10–20. The developer knows this — and a thorough professional list shows you know what they are obligated to fix.
It has repair costs: Our reports include repair cost estimates for every defect. This matters enormously in a legal context — it converts a complaint into a quantified claim.
It is dated and signed: A professional report establishes that defects existed at a specific date — before the developer can claim they were caused by buyer use or normal wear.
What developers actually respond to
We have seen hundreds of snag disputes. The things that reliably produce developer action:
What does not work: phone calls, informal messages, general complaints without specifics, repeating the same email.
Questions
The developer says the defects are 'wear and tear' — can they do that?
Not for defects that were present at handover. This is why dated evidence matters. If a defect is in a professional inspection report or your written handover snag list, it existed before you moved in — not as a result of use. Take the 'wear and tear' claim on in writing, citing the inspection date.
How long does the developer have to fix snags before I can escalate?
28 days is the standard under the New Homes Quality Code. For emergency defects (security failure, water ingress, heating failure in winter), the standard is 24–48 hours. Give them the time in writing, then escalate the day after the deadline if nothing has happened.
My developer has gone into administration — what do I do?
If the developer has entered administration, your rights under the developer's 2-year defects liability are significantly impaired. However, if you have an NHBC Buildmark warranty, the NHBC will cover structural defects under the warranty. For snagging defects, you may have a claim against the warranty provider if the developer cannot fulfil its obligations. Seek legal advice immediately and contact NHBC or your warranty provider.
Need a professional snag list to escalate with?
A BluntSnag inspection produces a written report with photographs and repair costs — everything you need for formal escalation. From £299, report in 24 hours.