Snag dispute — the written process
If you and your builder disagree on a snag, raise it in writing on the platform. Your build advisor reviews the evidence and gives a written view. Lightweight, time-boxed, evidence-led.
Most snags resolve without disagreement. Where they don't, the snag-dispute process gives both sides a structured way through it. It's lightweight, evidence-led, and time-boxed.
Steps
- Raise it on the platform. Describe the snag, why you think it's not yet sorted (or why your builder has marked it complete prematurely), and include photos or video.
- Your builder responds in writing. They provide their view, also with photos or video where useful.
- Your build advisor reviews. The platform notifies them automatically. They look at the evidence from both sides and the original specification — design pack, materials list, quote.
- The build advisor either sorts it out or visits. Most snag disputes resolve at this stage by review alone. Where the question is harder, the build advisor will visit the site to assess in person.
- Written outcome. The build advisor issues a short written view. Three common outcomes:
- The snag is genuinely outstanding. Builder remediates.
- The snag is met to spec. Customer accepts and the item is signed off.
- A middle position. A specific bit of remediation is agreed; once done, the snag is closed.
What's reviewed
The review is evidence-led. The build advisor looks at:
- What was specified. Design pack, materials list, the contract.
- What's actually been done. Photos, video, site visit if needed.
- Industry standards where the spec doesn't decide it (for example, what counts as an acceptable tolerance on a tile cut).
The review isn't arbitration. The build advisor's view isn't binding on either party — but it's evidence-based, written, and timed. Most disputes accept the view rather than escalate.
Timing
The snag dispute process is short by design. The build advisor's written view typically arrives within three working days of the dispute being raised; site visits add a few days where they're needed.
What if neither side accepts the view
The contractual dispute resolution under the Home Improvement Contract (HIC) applies. Your build advisor will walk you through what that looks like. The article What to do if your relationship with your builder breaks down covers the broader path if the relationship has reached that point.
Related articles
- Snagging — the 28-day window
- The 12-month workmanship warranty
- What to do if your relationship with your builder breaks down