AFTER BUILD. PROFESSIONAL AFTER CARE FOR NEW HOMES
The DNA of a Defect.
One of the bi-products of providing after care is the accumulation of data. Capturing information to assist our management of new homes after care means we acquire a very detailed picture of what happens, and the many and varied challenges faced by a developer.
In our most recent analysis, we've looked at the last 5 years and sampled a representative cross section of the market. The study sample was based on:
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Large private developers
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Small private developers
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Affordable housing
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Retirement housing
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Houses
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Apartments
Sample size was based on:
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71 Developers
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243 Developments
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9,329 Plots
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38,857 Reported problems
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Geography - nationwide
Abstract of 30 developer businesses
Understanding what contributes to problems in a new home helps to focus and shape future after care management to improve performance i.e. reduce the number of reportable issues.
A homeowner has a simple expectation, which is …
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A snag free property at occupation
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Very few defects arising over the following 2 years
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Swift resolution when problems occur
But very often after care problems have arisen through no fault of the after care resource. The condition of a plot at handover is the result of a wider management issue, driven mostly by the commercial need to secure purchaser income, too often before a plot is ready to be handed over. If not that, then a lack of management at site with insufficient quality control measures. Either way, what has become apparent over the ‘20s decade is that the condition of properties at the point of legal completion has been highly contributory to after care problems from the get-go.
Best and worst performance
As an average, the number of snags per plot has been a ‘reasonable’ 3.1, but the worst performer achieved 37 per plot (58% of all jobs) and an overall job per plot count of 64.
Most developers when discussing the quality of their build will argue their scheme is well constructed and are confident they will face few issues over the ensuing 2 years. Many say this because that is what their contractor has told them – and they unwisely believe it. There is no doubt that a property with snags day 1 will create an immediate and extreme level of dissatisfaction for most purchasers. The modern expectation is that a new home is a more attractive alternative because there is nothing to do!
Destroying that notion creates difficulties that often last the entirety of the warranty period and make the management of subsequent defects much harder.
One of the most problematic aspects of new build construction over the last 5 years has been the enormously high incidence of construction business failures. Over 4,000 collapsed in 2023 (higher than any other industry sector) and currently a dozen a day are added to this figure.
So, finding and retaining good contractors has never been more important, yet so often this happens at the expense of customer relations. Some developers will put their contractor’s interests ahead of those of the purchaser, and that’s a business strategy that can only lead to trouble.
Job type
Almost a third of all snags are painting/decorating issues – a strip of skirting board here, a section of wall there … less obvious than ‘no power’ or ‘a leaking WC’. So, a cursory look around a plot that has achieved ‘practical completion’ won’t spot these things. A thorough inspection of each plot will cost in the region of £200 …. compared with the reputational damage one damming article on social media can create, this is an inexpensive ‘no-brainer’. And if a plot is returning more than 30 snags … it hasn’t achieved practical completion no matter how hard your contractor argues otherwise. It isn’t finished! Here’s our recommendation for the end of build process steps.
1. The contractor believes they have achieved PC – and they conduct their own ‘build-snag’, following through by addressing every point they identify.
2. As developer you initiate your own room by room thorough inspection (non-technical) and follow through by sharing your results with the contractor and allowing them an agreed time to rectify everything.
3. When they have finished, you carry out a de-snag – to check for yourself that they have rectified everything on your inspection report.
The bottom line is, don’t just take their word for it – see for yourself. Remember, it’s your reputation on the line – not theirs.
Snags by Trade Category
Defects by Trade Category
