Information for Homeowners

Whether you’re a Shared Owner, a 100% leaseholder or freeholder (you own your home outright) this section is home to lots of useful information for you.

Snagging

During the defect period, you may encounter minor issues or "snags" in your new home, such as loose fittings, or minor plumbing concerns. Cosmetic and settlement (e.g. minor cracking, surface scratches to sinks and worktops and windows) concerns are not covered under the warranty policy.

It's essential to document these snags and report them to the Aftercare team promptly. We advise all residents to undergo an inspection of their property within the first 7 working days of them moving in to ensure any snagging items are raised at the earliest opportunity.

Once it has been logged with the team, the Aftercare team or main contractor will be in touch to arrange work to rectify these.

We appreciate that when something isn’t right in your new home, you want it resolved quickly. However, as repairs are carried out by the developer’s contractors, appointments and scheduling are dependent on their availability and timescales.

 

When should I report snags?

We strongly recommend carrying out a full inspection of your home within the first seven working days of moving in. Making an early snagging list helps ensure anything that should be dealt with under warranty is captured quickly and passed to the New Build Defects team (NBDT) or contractor. If you're unsure whether something is a defect or maintenance, it's better to log it early so it can be assessed — it's much easier to raise it now than later. You also have an end of defects inspection carried out with the NBDT when your defect period is coming to an end. This is the best opportunity to log any last defects that may have occurred during the defect period.

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Examples of Defects (Usually Covered Under Warranty)

These are issues caused by poor installation, faulty materials or failure within the warranty period:

  • A leaking pipe under the sink where fittings were not sealed properly
  • A window that won’t lock or open due to misalignment during fitting
  • Cracked or hollow-sounding floor tiles that were poorly laid
  • Electrical sockets that don’t work or flicker intermittently
  • A front door that doesn't close or latch securely
  • Extractor fans not wired correctly or not venting as they should
  • Heating not working due to system failure rather than settings

If something wasn’t fitted correctly or fails unexpectedly, it’s more likely to be classed as a defect. These should be reported to the NBDT during your defect period so they can be passed to the builder or contractor to put right.

Examples of General Maintenance (Homeowner Responsibility)

These are normal wear-and-tear or household upkeep tasks:

  • Replacing internal light bulbs or batteries in smoke alarms
  • Bleeding radiators to balance heating
  • Tightening loose cabinet handles or hinges over time
  • Removing mould build-up caused by not ventilating bathrooms
  • Fitting blinds, shelves or picture hooks
  • Touching up paint scuffs or accidental scratches
  • Minor hairline cracks from settlement as the property dries out

If it’s something that would naturally need doing in any home, regardless of age, it’s usually considered general maintenance rather than a warranty issue.

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Owning a home -  even through shared ownership — comes with responsibility. The New Build Defect Team is here to support you with genuine defects, but routine upkeep sits with you as the homeowner. By knowing the difference between a snag and general maintenance, you’ll save time, reduce stress and keep your new Kent home in great condition for years to come.

If you're ready to report an issue or want advice on what to log, get in touch with the New Build Defect Team — we’re here to help you make the most of your new home.