Builder Disputes: What to Do If Your Builder Will Not Fix Defects
Most builders respond to formal, documented snagging reports. But if yours does not, you have several escalation options.
Step 1: Create a Written Record
Before escalating, ensure you have a complete written record. This means emailing your defect list (ideally from a professional survey report) to the builder customer care team, keeping copies, and noting all response dates.
Step 2: NHBC Resolution Service
If your property has an NHBC warranty, you can raise a dispute with the NHBC Resolution Service. They will review both sides and adjudicate. This is a free service.
Step 3: New Homes Ombudsman
The New Homes Ombudsman Service (NHOS) launched in 2023 for homes registered with the New Homes Quality Board. They can adjudicate disputes and order remediation.
Step 4: Legal Options
For defects under a certain value, the Small Claims Court (up to £10,000 in England and Wales) may be appropriate. For larger or more complex disputes, specialist new build legal advice is recommended. Citizens Advice can assist with initial guidance.
SnaggingFinder.co.uk does not provide legal advice. For legal guidance on builder disputes, consult a qualified solicitor.
Frequently Asked Questions
What can I do if my builder refuses to fix defects?
First, ensure you have a written record of all defects and your communications with the builder. Then escalate through: (1) NHBC Resolution Service if you have an NHBC warranty — free and adjudicates the dispute; (2) New Homes Ombudsman Service (NHOS) if your developer is NHQB-registered; (3) Small Claims Court for defects valued under £10,000; (4) a specialist solicitor for larger or complex disputes.
How do I formally report defects to my builder?
Always report in writing — email is fine and creates a paper trail. Send your defect list to the builder's customer care team (not just the site manager). Include photographs and a professional snagging report if you have one. Note the date of every communication and keep copies.
What is the New Homes Ombudsman?
The New Homes Ombudsman Service (NHOS) is an independent dispute resolution body for buyers whose developer is registered with the New Homes Quality Board (NHQB). It is free to use, can award compensation up to £50,000, and can require specific remedial works. You must exhaust the developer's internal complaints process before approaching the NHOS.
Can I use the Small Claims Court against my builder?
Yes. For defects valued at under £10,000 in England and Wales (£5,000 in Scotland), the Small Claims Court is a relatively simple and low-cost option. You will need evidence of the defects (ideally a professional snagging report) and evidence that the builder was given opportunity to fix them. Citizens Advice can help with the process.
Disclaimer: SnaggingFinder.co.uk is an independent comparison and referral service. We are not surveyors, engineers, or legal advisors. Information on this website is for general guidance only and does not constitute professional or legal advice. Always engage a qualified, insured professional for your property inspection. Inspector pricing and availability are subject to change - always verify directly with the inspector before booking.