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.