A newly built home should not require you to accept cracked finishes, poorly fitted doors, leaks or incomplete work simply because you have completed the purchase. So, does NHQB cover defects? The short answer is that the New Homes Quality Board framework can give buyers a route to challenge poor service and unresolved issues, but it is not a building warranty or an insurance policy that pays to repair every defect.
That distinction matters. Your developer remains responsible for putting right defects under the terms of your contract, its own aftercare commitments and the applicable warranty arrangements. The NHQB Code of Practice sets standards for how participating developers should treat customers, handle snagging and resolve complaints. Where a developer fails to meet those standards, the New Homes Ombudsman Service may be able to consider an eligible complaint.
For buyers across the Midlands and South Yorkshire, the practical priority is clear: identify defects early, report them properly and retain evidence that makes it difficult for the developer to dismiss or delay remedial works.
Does NHQB cover defects or provide a warranty?
The NHQB does not directly fund repairs in the way a structural warranty provider may deal with certain insured risks. Nor does it replace the developer’s obligation to deliver the home to the standard you were promised. It provides a consumer-protection framework intended to improve the new-home buying process and hold registered developers to account.
Its Code of Practice covers the journey from sales and reservation through completion, after-sales service and complaint handling. This includes expectations around clear information, fair treatment, quality of construction, snagging arrangements and the handling of defects reported after you move in.
If you have a defect, the first route is normally through the developer’s formal customer care process. You should give the builder a reasonable opportunity to inspect the issue and complete repairs. If the matter remains unresolved, is repeatedly repaired unsuccessfully, or the developer has handled your complaint poorly, an Ombudsman complaint may become relevant if your purchase and developer fall within the scheme’s eligibility requirements.
The Ombudsman can consider whether the developer has met the Code. Depending on the circumstances, outcomes can include directions to take practical action, apologise, improve service or make an award for loss, inconvenience or distress. It is not a substitute for a full technical dispute about every aspect of construction, and it is not designed to replace warranty cover for major insured structural problems.
What types of defects can be raised?
A defect is not limited to a dramatic leak or visible crack. New-build issues often begin as everyday snags that affect use, finish, safety or long-term performance. A stiff window, uneven floor finish or missing sealant may look minor in isolation. Taken together, they can indicate rushed workmanship, inadequate quality control or an unfinished handover.
Common matters reported to developers include poor plaster and decoration, damaged kitchen units, ill-fitting internal doors, defective seals around sanitaryware, loose tiles, defective sockets, drainage concerns, incomplete loft insulation and poorly installed external finishes. More serious concerns may involve roof defects, water ingress, inadequate ventilation, thermal bridging, faulty heating controls or elements that do not appear to comply with building regulations or the warranty provider’s technical standards.
The key question is not merely whether an item looks disappointing. It is whether the work is incomplete, damaged, poorly installed, not functioning as intended, below the agreed specification or inconsistent with relevant standards. A professional inspection helps distinguish subjective cosmetic concerns from issues that require a clear remedial response.
Snagging is not the same as a major warranty claim
Many buyers confuse the Code, a developer’s defects period and their structural warranty. They perform different roles.
A snagging list records defects, incomplete items and workmanship concerns identified before or after completion. The developer should address valid snags. A builder warranty period, often the first two years, usually places responsibility on the developer for defects in materials and workmanship. A structural warranty generally provides longer-term protection for defined risks, often relating to serious defects in specified parts of the building.
The scope, exclusions and reporting process depend on your contract and warranty documents. For example, a scratched worktop is unlikely to be a structural warranty matter, but it may still be a valid snag for the developer. Equally, a roof leak may start as a defect for the developer to rectify but could require the warranty provider’s involvement if it is not resolved or falls within the policy terms.
How the NHQB process may help when defects are unresolved
The NHQB framework is particularly relevant when the problem is not only the defect itself, but the way the developer has dealt with it. Examples include failing to respond within stated timescales, repeatedly missing appointments, closing a case without completing work, providing unclear information or refusing a reasonable remedy without proper investigation.
Before escalating, follow the developer’s published complaints procedure. Keep communications in writing where possible and ask for a clear programme of works. A phone call may get an appointment booked, but an email confirming the date, scope and agreed outcome creates a useful record if the issue continues.
Eligibility, time limits and the correct escalation route can vary. Not every developer or every reservation date will be covered in the same way, and an Ombudsman service will expect you to have exhausted the developer’s internal process first. Check your reservation paperwork, purchase documents and the developer’s complaints information rather than assuming the scheme applies automatically.
If the issue concerns serious health and safety risk, active water ingress, gas, electrical safety or potential structural movement, do not wait for a standard complaints timetable. Report it urgently to the developer and seek appropriate specialist advice. Where there is an immediate danger, take steps to keep occupants safe.
Why independent evidence changes the conversation
Developers receive large numbers of snagging reports. A vague statement that something is ‘not right’ can be easy to defer. A structured inspection report is different. It records the location, defect description, supporting photographs and the likely standard or performance concern, creating a practical schedule for remedial action.
An independent new-build inspection is not about creating an unrealistic list of cosmetic preferences. It is about documenting observable defects and concerns with sufficient clarity for the developer to investigate and respond. That is particularly valuable where a buyer is unfamiliar with construction standards, or where verbal assurances have not led to completed works.
Evidence is strongest when it is timely. Photograph defects before the developer attends, date your correspondence and keep copies of any appointment confirmations, repair records and completion certificates. If an attempted repair creates further damage or does not resolve the original issue, photograph that too. A simple chronology can show that a defect has persisted far longer than it should have.
For concerns that cannot be properly assessed from ground level or by visual inspection alone, specialist methods may be appropriate. Drone roof imaging can help identify visible roof and guttering concerns. Thermal imaging may help investigate abnormal heat loss, cold areas or possible insulation gaps, although conditions must be suitable for meaningful results. These tools support, rather than replace, competent interpretation and a clear report.
When should you arrange a snagging inspection?
The best time is before legal completion, where the developer permits access and there is enough time for findings to be considered. A pre-completion inspection can identify issues before you take possession and may reduce the disruption of contractors returning once you have moved in.
That said, a post-completion inspection is still highly worthwhile. Some faults only become apparent after the heating is used, showers run, appliances operate and the property experiences wet or cold weather. Buyers also often have limited time during a handover appointment, when attention is naturally focused on keys, paperwork and moving arrangements.
If you are nearing the end of the builder’s initial defect liability period, a two-year warranty inspection can be especially valuable. This is often the point at which settling cracks, drainage performance, roof concerns, ventilation problems and recurring defects have had time to reveal themselves. Reporting properly documented issues before the relevant deadline protects your position.
A practical route if your developer is not resolving defects
Start by submitting the defect in writing through the developer’s customer care channel, with photographs and a concise description of the impact. Ask for an inspection date and confirm any agreed remedy in writing. If the response is delayed or inadequate, make a formal complaint under the developer’s procedure and state clearly what outcome you require.
Where the defects are extensive, disputed or technically complex, obtain an independent report before the discussion becomes entrenched. A professional snagging survey gives you a defined schedule rather than a collection of isolated emails and photographs. It can also help you prioritise urgent issues over straightforward finishing items.
Once the developer’s process has been exhausted, assess whether the New Homes Ombudsman route is available to you and whether the complaint concerns a possible breach of the Code. Separately, review your warranty documents for any applicable notification requirements. Do not let a dispute drift beyond a contractual or warranty reporting deadline.
A new home is a major investment, and you are entitled to expect more than promises that defects will be dealt with ‘in due course’. Clear evidence, a written trail and early independent inspection give you the strongest basis to secure the remedial work your home requires and move in with confidence.