Snag dispute — the written process

Most snags resolve without disagreement. Where they don't, the snag-dispute written process gives both sides a structured way through. The customer-side article Snag dispute — the written process describes it from the customer's view; this article is the builder side.

Steps

1. The customer shares the disputed snag with you by email. Today the platform doesn't host snag-list disputes natively — the conversation runs by email, with the Beams team (build@beamsrenovation.com) copied in. The customer's email should include a description of the snag, photos or video where they have them, and what they think is outstanding.
2. Reply with your view in writing. Same email thread. Include your reasoning, your own photos or video where useful, and reference to the original specification (design pack, materials list, quote, any change orders).
3. The Beams team looks at what both sides have submitted. We compare the evidence from both sides against the original spec and the HIC. Most disputes settle at this stage.
4. Our view, in writing, within around three working days. A short note to both of you: the snag looks genuinely outstanding, the snag looks met to spec, or there's a middle position worth agreeing. It's a view on the evidence, not a ruling.
5. If you still can't agree. Either side can take it to an independent dispute resolution service, such as an ombudsman. We'll point you both to the right one.

What we look at

• The original specification — design pack, materials list, quote, any change orders.
• What's actually been done — photos and video from both sides.
• Industry standards where the spec doesn't decide it.

Beams isn't a party to the HIC and doesn't mediate or arbitrate. Our view is an honest read of the evidence against the contract, and most disputes settle on it rather than push further.

When the view goes against you

Treat it as a serious read of the evidence and use it as the basis for what to do next. Most builders accept the view; that's normally the cleanest path through.

You don't have to accept it, and neither does the customer. Both parties' rights under the Consumer Rights Act 2015 are unaffected. If neither side will move, the next step is an independent dispute resolution service, and the courts of England and Wales remain available under the HIC.

That said: a formal dispute is slow and expensive for everyone, and rarely ends better than a thoughtful settlement. If our view doesn't sit right, the more productive move is usually to email the Beams team at build@beamsrenovation.com about what specifically you think is wrong and what evidence you'd add.

When the view goes against the customer

The customer can choose to accept it and the snag is closed. Document and move on. If the customer doesn't accept, the same path applies in reverse: their next step is the independent dispute resolution service.