The process of identifying and resolving defects, commonly known as snagging, is a significant pain point for new-build home buyers.

According to the latest National New Homes Customer Satisfaction Survey, a remarkable 95% of new homeowners report defects or snags after moving into their property. As expectations for seamless handovers increase, effective snag management is crucial—not only for customer satisfaction but also for safeguarding homebuilders’ reputations.

While codes of practice regulate how builders must address defects post-completion, the responsibility for ensuring high-quality construction begins long before handover. This is where harnessing data becomes a game-changer. By leveraging data insights, builders can move from reactive to proactive defect management, resolving issues before they even come to the attention of homeowners.

Why Defects Happen and How Data Can Help

At clixifix®, we recognise that defect types vary significantly depending on the size of the development, the quality of the build, and even geographical factors. Our platform goes beyond just logging defects—it transforms this data into actionable insights that empower developers to spot trends and take preventative action. James Farrell, CEO of clixifix®, explains:

“By categorising defects across different projects, we give builders the clarity they need to address recurring issues before they escalate, refining their internal quality control process and reducing reliance on homeowners to spot problems.”

Over the past year, Clixifix® has gathered data from over 200 builders, revealing recurring trends in specific defect categories:

• Windows and Doors: Larger developments report more issues with external doors (over 5,000 defects) and windows (nearly 6,000 defects) than smaller schemes.
• Interior Issues: Internal doors and paintwork are frequent sources of concern, with over 4,000 cases each recorded, particularly in large-scale projects.
• Kitchen Units: Defects in kitchen units are common across all development sizes, with over 3,000 recorded issues.

These insights allow builders to focus their inspection efforts on high-risk areas, reducing the likelihood of homeowners encountering these defects post-handover.

The Impact of Development Size on Defects

An important factor that influences defect trends and resolution times is the size of the development. clixifix® data reveals that:

1. Larger developments – tend to experience more structural defects, such as issues with doors and windows. However, these are generally resolved faster due to well-established aftercare processes.
2. Medium-scale developments – face a wider variety of defects, ranging from external areas to electrical systems, indicating more diverse construction challenges.
3. Smaller developments – often see more finish-related issues, such as carpet defects and snagging tasks, which can be harder to manage due to fewer resources.

By understanding these patterns, builders can allocate resources more effectively, ensuring quicker resolutions and a smoother customer experience.

Proactive Aftercare through Real-Time Updates

Effective communication is key to enhancing the customer experience, especially when it comes to defect resolution. The clixifix® Technicians App empowers builders and contractors to manage defects efficiently while keeping homeowners informed at every step of the process. Key benefits of the app include:

• Real-time updates: Automatic notifications inform homeowners when repairs are scheduled and completed.
• Operative tracking: Homeowners can track technicians in real-time, ensuring transparency and reducing uncertainty.
• Two-way communication: The app facilitates direct messaging between builders and homeowners, enabling seamless communication.

These features not only ensure compliance with the Fifth Edition of the Consumer Code for Home Builders but also drastically improve the overall customer experience. In fact, clixifix® has reduced the average defect resolution time to just 25.6 days, significantly beating industry standards.

Using Defect Data to Improve Operations

Data is at the heart of modern defect management. By tracking and analysing defect data across projects, builders can identify weaknesses in their build processes and take proactive measures to address them. clixifix® offers builders comprehensive reporting tools that allow them to:

• Identify recurring issues and allocate resources accordingly.
• Track performance against industry benchmarks.
• Ensure compliance with NHQB and Consumer Code regulations.

By adopting a data-driven approach, builders can streamline their defect management processes and enhance operational efficiency, all while improving customer satisfaction.

In today’s competitive housing market, reputation and customer satisfaction are paramount. clixifix® provides homebuilders with the tools and insights to take proactive control of their defect management processes. By leveraging the power of data and innovative communication tools like the Technicians App, builders can resolve issues faster, reduce defects, and deliver a superior experience for homeowners.