What to do if developer won't fix "snags"

[Alexandria94]

Hi, I'm wondering if anybody can give me some advice.

I purchased a new build property back in March with my partner. We had a snagging survey completed before purchase and the developer fixed most of the reported problems before we moved in.

When we moved in we were put in touch with the developer's agent who is just absolutely rubbish. She doesn't respond to any texts/calls/emails. It can be weeks before she does respond, and when she does she will say that she is arranging for somebody to come and look at the issues however nobody turns up on the day she says that they will (6x now).

The biggest outstanding issue that we have is that the locks on two of the sets of French doors are broken. One of them was flagged on the snagging report as faulty, this wasn't repaired, and now it has completely broken. The same on a second set. One set leading to the garden and another to the front of the house, meaning the house is always unsecured.

We really don't know where to turn as the agent is our only contact. We did email the developer's solicitor as we had his details from the house sale, however he just put us back to the agent. She said she was arranging a contractor to come and look at the doors, and it didn't happen, yet again. So we are back at square one.

Just to add, they are both tilt-and-turn french doors so we are worried that they would he expensive to repairs ourselves.

We're not sure where we can turn to get them to sort out the problems, so any advice is appreciated.

Thank you

Have you got insurance that might cover this ? Call them and ask them to arrange to fix it. I'd say it's an emergency as the house is unsecured.
Even if not possible to go through instance could you get it fixed as a matter of urgency and send the bill to the developers

@ordinarilyordinary we do have insurance and will take a look at that option. I've been so focused on the developer fixing them as they should have a guarantee for the doors, and I doubt that they will pay a bill if they don't even answer emails. But it is stressful and I'm at the point where I just want it sorted out so will take a look at going through the insurer or paying ourselves.

I was hoping that there was some external organisation that regulated new build developers who I could complain to in the hopes of pushing a resolution. Wishful thinking though as I haven't found anything online to suggest such a thing.

Not one for publicity normally but I think it would be fair to name and shame in this case. Make a noise and that'll get it fixed.

I find Twitter normally works in cases like this !

We bought a new build 12 months ago. It has been absolute bliss.

I refuse to deal with snaggers. Its all a bit ambulance chaser for me and tbh i have never seen it end in anything other than despair for the house owner. It prays on the fears and worries of the purchaser but in the end it increases the issues and causes home buyers to hate their new home.

Anyhow, we had various issues from the start. A few scratched window pains. A door that was difficult to close. A worktop with a dent in it etc. All sorted reasonably.

In your position i would email the company responsible with a copy of your snagging report. List down previous conversations with details of promises. Then give them 7 days to organize repair/replacement or you intend to arrange it yourself and take the matter to small claims court for debt recovery.

In 7 days time call a local repair company and have it repaired. I think it costs about £50 to start a small claims case. It is the only way you can bully these companies back. At the end of the day, who wants to be messing about with broken locks. Get it fixed, put in a claim and move on.

I think you have two alternatives, either threaten to sue them if X is not completed by Y date (and then sue them in the small claims court), or suck it up and pay for someone else to come in and sort it out.

@Tessasanderson I'm glad you've had a good experience. I didn't find that the snagging report lead to any despair, in fact it was very reassuring as it just highlighted superficial problems that were mostly rectified before we moved in and we didn't have to bother with contractors working in the house as we unpacked. As we were due to have a baby within weeks of moving in, it was money well spent in our case. And in fact I'm really glad those snags were dealt with before we moved in as it's very possible we would still be chasing for a resolution now if they had not (alongside the locks!)

I think threatening to sue then having the locks repaired seems like a way forward. Neither of us have active social media accounts so I doubt the public naming and shaming from a fresh account would have much impact, unfortunately.

Does the nhbc not regulate new builds? Can you threaten to report to them? Not sure if they’re more for big structural issues or snagging as well?

If you have legal cover as part of your household insurance, I would suggest you consult a solicitor. Also, name and shame on SM.

My friends bought the new build show home complete with all furnishings and still had a snagging list. They both worked for the building company at the time (one has moved on now, the other is quite a senior manager in a different division outside of home building). They ended up getting someone in to repair the more urgent snags then put a claim through the small claims court. They were paid for the work and court fee within a couple of weeks of the claim being issued.

The developers should be members of both the Home Builders Federation and the National House Builders Council. Email your developer - check details here
www.nhbc.co.uk/homeowners/check-the-register or here www.hbf.co.uk/directory/, cc in both HBF and NHBC saying the developer is failing to comply with the new build warranty and I can almost guarantee that the those bodies will give them a bollocking and get them to arrange repairs asap.