Defects, Documented: A Fair Process for Getting Snags Sorted

Snagging has a reputation for turning reasonable people into amateur building inspectors with a torch and a grudge. That is understandable. You have paid a lot of money, the finish is not what you expected, and the contractor wants to pack up and move on. But a defect list works best when it is treated as a process, not a mood.

The goal is simple: get genuine defects fixed, in a sensible order, before the final payment and before goodwill runs out. That means being fair, firm and painfully specific.

Before you write a single line

Do not start the snag list in the middle of an argument. Walk the property calmly, room by room, with the contractor if possible. Take the drawings, the specification and any written variations with you. If a job was agreed by text message, dig out the text. If you agreed a cheaper alternative, write down what was agreed.

Separate defects from preferences. A chipped door is a defect. A door handle you now wish you had chosen in brass rather than chrome is a variation, and it may cost you. A wonky shelf is a defect. A shelf that is 100mm lower than you imagined, despite being on the drawing, is a conversation about the drawing, not a snag.

This distinction matters because a list full of preferences gives the contractor an easy excuse to dismiss the whole document. A short list of undeniable defects is much harder to ignore.

How to word a snag so it cannot be waved away

A useful snag entry has four parts: location, defect, evidence and required outcome. Keep it neutral. Avoid adjectives that sound like a review of a bad hotel.

Weak: 'Terrible tiling in bathroom.'

Better: 'Main bathroom, rear wall, tiles below window: two tiles hollow when tapped and one has a 3mm lip at the joint. Please remove and replace affected tiles, make good substrate and re-grout to match adjacent joints.'

Weak: 'Door doesn't shut properly.'

Better: 'Bedroom 2, door to landing: door catches on the frame at the top hinge side and will not latch without force. Please adjust hinge, frame or door as required so it closes and latches with normal operation.'

One defect per line. Number them. Add the date you inspected and the date you sent the list. If you have a drawing, refer to the room name and grid reference. If you do not, use a photo reference. Do not combine five issues into one paragraph and then wonder why only one gets fixed.

Photos that do the arguing for you

Photos are evidence, not decoration. Take a wide shot to show where you are, then a close-up to show the defect. Put something for scale next to gaps, cracks or uneven joints. A tape measure or a coin works. Avoid blurry photos taken from eye level with the light behind you.

For anything that moves, drips, leaks or makes a noise, take a short video. For damp or cold spots, a thermal camera image can help, but only if you know how to interpret it. A thermal image of a cold patch is not proof of a leak on its own. Pair it with a moisture reading or a photo of the actual stain.

Name the files clearly. 'Bathroom-rear-wall-tiles-01.jpg' is more useful than 'IMG_4821.JPG'. If you are sending a list to a property manager or contractor, a simple PDF with numbered photos is easier to action than a chaotic camera roll.

Set timescales by severity

Not every snag is urgent. Treating them all as emergencies makes you look unreasonable and makes the contractor prioritise the wrong things.

A sensible split is:

• Safety or security: loose balustrade, exposed wiring, a door that will not lock, a leak into electrics. These need attention immediately, not 'next month'.
• Functional defects: a shower that does not drain, a window that will not close, a heating control that does not work. Ask for a fix within seven to 14 days.
• Cosmetic defects: paint marks, minor scuffs, uneven silicone, small chips. These can usually be grouped and fixed within 14 to 28 days.

Put the requested date next to each item. If the contractor cannot meet it, ask for a written alternative date and the reason. A revised date is not a failure; silence is.

The final payment conversation

This is where snagging often goes wrong. Homeowners sometimes withhold the entire final payment over a £40 tube of sealant. Contractors sometimes demand the full balance before fixing anything. Neither approach builds trust.

Check what your contract says about practical completion, retention and making good. If the contract allows for a retention, use it. If it does not, you can still agree a reasonable amount to hold back until the listed defects are fixed. Be clear that the money is being withheld for the defect list, not as a punishment. Put the amount and the release condition in writing.

Do not stop paying for work that is genuinely complete and accepted. If you withhold too much, you may find yourself in a dispute about payment rather than a conversation about snags. Keep the two issues separate.

Escalation without becoming the problem

Most defects get fixed when they are documented clearly and followed up once. If the contractor ignores the list, send a short reminder with the original list attached and a new deadline. Keep it factual. Do not send 14 messages in a row at midnight.

If there is still no movement, ask for a site meeting. Walk the list together. Agree who does what and by when. Follow up with an email summarising what was agreed. That email is often more useful than a long complaint because it creates a record without insulting anyone.

If the contractor is a member of a trade body or warranty scheme, check the complaint process. For new builds, the warranty provider may have a defects process. For property managers, escalate through the managing agent's contractor protocol rather than letting it become a personal fight between you and a site manager.

For property managers: communal snags

Communal defects need the same discipline, plus access planning. Log the block, floor, flat or shared area. Note who needs access and whether notice is required. Photograph notice boards, plant rooms and shared doors before and after any remedial work. If residents are reporting the same defect, group them under one reference number rather than creating 20 duplicate entries.

Close the loop in writing

When a defect is fixed, inspect it and record that it is fixed. A simple closing email - 'Item 4, bathroom tiling, inspected on 8 November 2026 and accepted as complete' - is worth having. It stops the same item reappearing three months later and shows everyone the process is working.

A snag list is not a character reference for the contractor or for you. It is a project document. Keep it specific, keep it fair, and keep it in writing. That is how you get defects sorted without turning a finished job into a feud.