Understanding defects in your new build home
Moving into a newly built home is exciting, but it’s important to know that some issues - big or small - can arise in the early months. This guide will help you understand what’s normal, what might need attention, and how to support your home as it settles.
What are defects?
Defects are faults in the build of your home that go beyond general wear and tear or natural settling. These are items that were present during construction and can include structural issues, poor workmanship, or problems with fittings.
If you notice something that is not working properly or affects how your home functions, it may be a defect and should be reported to The Aftercare Team.
What are not defects?
Some problems that arise after moving in aren’t classed as defects. These include:
- Repairs, damage, or natural settlement over time
- Homeowner maintenance tasks like garden upkeep or re-pressurising a boiler - please note, if you live in an apartment block with a communal heating system, please refer to your Home User Guide for further guidance on maintenance.
- Cosmetic flaws not reported at handover
- General wear and tear or issues caused by neglect
- Ongoing garden maintenance
- Minor decorative issues such as scratches on glass or hairline cracks thinner than a £1 coin (common in new builds due to shrinkage)
- Defects are not the result of accidental damage, general wear and tear, or how the property has been maintained.
Examples of defects
These are issues that may be considered defects and should be reported as soon as you notice them:
- Leaking roofs
- Plumbing leaks from pipes installed during the build
- Switches, doorbells, or lights that are intermittent
- Doors that don’t close or lock properly (not caused by carpet fitting)
- Windows or UPVC doors that are not closing or locking properly, or letting in water (excluding during extreme weather)
- Major cracks in walls or ceilings where the width of the gap is greater than 4mm (or a £1 coin)
When will defects be fixed?
Developers will only fix, or arrange to be fixed, defects that are logged within your home’s defect liability period. It could be the developer or one of their sub-contractors who attends to the defect.
You’ll be told what this period is when you move in, but it’s usually 12 months from the date your home was handed over to SNG (it may vary depending on your developer).
When a defect is passed to the developer for action, we will, where possible, tell you how long it will take for it to be fixed. This depends on the type of defect, how difficult the fix is, and which developer built your home.
General defects will usually be repaired within 20 working days but this may be longer, for example if a specialist part is required.
If a defect is an emergency, developers will usually fix this within 24 hours of notification. Emergency defects are those which cause:
- Risk of injury or serious endangerment to health of persons
- Undue hardship
- Extensive damage to property
- Loss of security
Some defects, depending on their nature, may not be fixed until the end of the defects liability period when it is more practical to do so.
Reporting defects
Before you report a defect, there are a few simple checks you can do to help determine whether the issue needs to be escalated:
Check your handover pack
Refer to the user manuals and guides provided with your home. Some issues may be easily and safely resolved by following the instructions.
Rule Out local factors
Water issues: Check with your water supplier to see if there’s a known issue in your area. · Gas or electrical problems: Confirm whether any local works are affecting your supply.
Appliances: Items such as ovens, hobs and extractor fans are covered under a manufacturer's warranty. Check with the manufacturer first and contact us if the manufacturer believes the fault to be due to installation.
Consider the cause
Was the issue present or caused during construction? If the answer is Yes then the issue may be due to poor workmanship, design, or materials. Remember, items caused by general wear and tear, accidental damage, or lack of maintenance do not qualify as a build defect.
Take a photo and/or video
If possible, take a clear photo of the issue, with something measurable nearby (such as a pound coin or travel card to show the size), and email it to us: aftercare@sng.org.uk. This helps us assess the problem more quickly and accurately.
If you experience problems that affect the safety, function, or performance of your home - such as leaks, electrical faults, or poor installation - please report them immediately.
We will assess whether it’s a construction defect and arrange for the builder to return to carry out repairs if needed.
If you're a South and West customer, you can report a defect in your account 
.
If you're a London and East customer, please contact us in one of the following ways to report a defect:
- Email: aftercareSNH@sng.org.uk
- Phone: 0300 373 3000 (Option 3)
Not sure which customer region applies to you? Use our postcode checker to find out.
Learn what's normal, how you can help your home settle, and the defect liability period
A newly built home will contain a lot of construction moisture so will need time to dry out and settle. It typically takes around 12 – 18 months for the moisture levels to fully balance. As moisture in the walls and building materials gradually evaporates you might notice:
- Hairline cracks around ceilings, walls or door frames
- Doors or windows becoming slightly stiff or harder to open
- Minor shrinkage in woodwork or plaster
These are common and usually due to minor shrinkage or movement and attended to during your home painting and decorating.
During the handover, we assess the overall quality and standard of the home. Any issues we find are recorded in a ‘snag list’—a final list of items that need to be corrected. This list is shared with the developer, who is responsible for resolving these issues.
Because the developer is the only party to have worked inside the home at this point, we can clearly establish their liability for any snags identified. Any cosmetic items (also called ‘snags’) noted after this time cannot be attributed to the developer.
This process helps ensure that your home is of a high quality, safe, and ready for you to enjoy. If you notice anything after moving in that wasn’t on the snag list, we’re here to help assess whether it’s a defect and guide you through what happens next.
You can support the settling process by:
Ventilating regularly: Good ventilation is essential in new homes which are insulated to modern standards:
- Open windows where possible
- Keep trickle vents open
- Keep extractors and mechanical ventilation systems turned on.
Maintaining consistent heating: Keep your home at a warm, regular temperature around 18-19° especially in cool or cold weather.
Avoiding excessive moisture:
- Use extractor fans in kitchens and bathrooms
- Wipe down any condensation on windows and walls
- Avoid drying clothes indoors without proper ventilation
Keep internal doors open and minimise : Cupboards and wardrobes generally don’t have any airflow so keeping these open will help moisture escape naturally.
Keep walls clear: Keeping a gap between furniture and walls will help airflow and prevent moisture build up which could lead to mould growth.
These simple steps help your home dry out evenly and reduce the likelihood of minor issues becoming more noticeable.
Every new home comes with a defect liability period, which is the time during which the developer is responsible for fixing any genuine defects. While this period is typically 12 months, some of our schemes offer an extended 24-month defect liability period.
When does the defect liability period begin?
The defect liability period begins from the date your home is handed over from the developer to SNG. During this time, you can report any issues you believe may be defects. If confirmed, the developer is responsible for resolving them.
At the end of the 12 or 24 month liability period, you’ll have an end of defects visit. This involves a visit from either an SNG representative and the Developer to review any final concerns. Together, they’ll agree which items qualify as defects.
- Once the inspection is complete, the developer will contact you to arrange the necessary repairs. These works are expected to be completed within three months of the visit.
- This process ensures that your home is thoroughly reviewed and any outstanding issues are addressed, giving you peace of mind as you settle in.