Customer Care
Snagging & NHBC Checklist
What is snagging and why is it important?
Your new house is built and the keys are in your hands but there’s a few things to do before you start to make it your home and our customer care team is here to help every step of the way.
Your new home has been built in accordance with NHBC guidelines. Before you get your keys, the build is checked by our rigid QA inspection at each stage and signed off by the NHBC Building Inspector.
We carry out further inspections on completion of the build process and invite you to a new home demonstration where you will have an opportunity to highlight any issues which you would like us to address. We will endeavour to rectify these issues before you legally complete on your property so that everything is perfect for when you move in.
Despite our rigorous process, some things do not always get picked up straight away and you may not notice them until you have moved into your new home. But don’t worry, we will arrange a courtesy call from the site manager approximately 14 days after legal completion, to ensure you are happy. Following that visit, our customer care team will look after you during the first 2 years of occupation, which is the period your property is covered under warranty with Russell Homes. So, if you do spot anything after moving in, please contact us. Years 3-10 of the warranty usually cover structural issues and your warranty is held with the NHBC.
As extra peace of mind, we also provide emergency cover for those occasions when you cannot contact us such as out of hours, weekends and bank holidays, so you can rest easy knowing there’s always help on hand from Russell Homes. Cover is provided with Davies Group for emergencies relating to plumbing, electrics, security and drainage. The emergency number is 0345 877 8090.
Your new build home comes with a total 10 year warranty and a snagging list is just part of the process of purchasing a new build. We’re always contactable so if you have any questions at any stage please don’t hesitate to let us know.
Frequently Asked Questions
The NHBC Website has a full library of guides and documents to help answer any of your questions. Click here to take a closer look.
You should only look to make a claim if you feel like your builder hasn’t adequately resolved your issue.
We always ensure we strictly adhere to the conditions and rules set by the NHBC, meaning you shouldn’t ever have to get in touch with them.
However, you can always reach out to make a claim with them directly here.
We will have provided you with a Buildmark Warranty Release Confirmation when we handed over the property to you.
You can use the policy number on the certificate to find your policy documents here.
Russell Homes
Customer Care Team
We’re here to help
