New Build Defects Period: How Developers and Property Managers Can Improve the Defects Liability Period

Introduction

The defects liability period is one of the most important stages in a new build development.

For residents, it comes immediately after completion, at the moment they have just made one of the largest purchases of their lives. They expect the home to feel finished, the building to feel well managed and any issues to be resolved quickly.

But in many new build apartment developments, this is where frustration begins.

Snags appear and defects are reported. Residents contact the property manager because they are now managing the building, but the property manager often cannot resolve the issue because the responsibility sits with the developer or builder. The developer then needs to review the issue, speak to contractors and arrange the repair.

The result is a fragmented experience.

The resident does not care whether the issue technically belongs to the developer, the contractor, the warranty provider or the property manager. They just want the problem acknowledged, explained and resolved.

This is why communication during the defects period matters so much.

What Is the New Build Defects Liability Period?

The defects liability period is usually the early stage after legal completion when the builder or developer remains responsible for putting right certain problems in the home.

Under NHBC Buildmark cover, the builder warranty period is usually the first two years from the start date of the policy. During this period, the builder, not NHBC, is responsible for rectifying problems caused by the builder failing to meet NHBC requirements.

After that initial period, the remaining warranty usually becomes more limited and focuses mainly on certain structural or insurance-backed issues rather than every minor defect or snag.

In practice, this means the first two years are critical.

This is the period when residents are most likely to raise issues with finishes, fixtures, heating, plumbing, electrics, appliances, leaks, doors, windows and other parts of their new home.

It is also the period when developers need a clear aftercare process and property managers need a clear way to separate communal building management from in-property defects.

Defects Are Common in New Builds

Industry data shows that defects remain a major part of the new build experience. The Home Builders Federation’s 2025 customer satisfaction survey reported that 93.7% of new-build purchasers reported some defects or snags to their developer after moving in.

That does not mean every new build home is badly built, many snags are minor, but for the resident, even a small issue can feel significant when they have just completed on a new home.

The problem is rarely the existence of a defect alone.

The bigger problem is what happens next.

Why the Defects Period Is Difficult for Developers

For developers, the defects period is operationally difficult.

By the time residents move in, the site team has reduced its presence and focus has shifted to later phases or the next development.

At the same time, residents are raising issues that need to be reviewed, categorised, assigned to the correct contractor and tracked until completion.

Developers need to manage:

• Resident expectations

• Defect reporting

• Contractor coordination

• Evidence and images

• Access arrangements

• Warranty obligations

• Internal aftercare teams

• Communication with property managers

• Records of what has been reported and resolved

If the process is not structured, defects can quickly become a reputational problem.

A minor issue becomes a bigger complaint when the resident does not know who owns it, when someone will attend or whether the developer has even received the report.

The Property Manager Becomes the Middle Person

In private apartment developments, the property manager is usually appointed to manage the building and communal areas.

They are responsible for the operation of the block, not necessarily the defects inside individual homes during the developer warranty period.

But residents often do not see that distinction.

From the resident’s perspective, the property manager is the visible management team. So when something goes wrong inside the apartment, the resident often contacts the property manager first.

This creates a common problem.

The property manager receives the query, but the issue may sit with the developer. The property manager then has to redirect the resident, contact the developer, forward information, chase updates or explain why they are not responsible.

This is frustrating for everyone.

The resident feels passed around. The property manager becomes a middle person for an issue they do not control. The developer receives incomplete information or delayed escalation. The building starts to feel poorly managed, even if each party is technically doing what they are responsible for.

Why Poor Communication Makes Defects Worse

Defects are frustrating, but poor communication makes them worse.

A resident can often accept that minor issues need to be resolved after completion. What they struggle with is silence, unclear responsibility and repeated chasing.

If a resident reports a problem and does not know what is happening, they may assume nothing is being done. If they contact the property manager and are told it belongs to the developer, they may feel dismissed. If the developer needs more information but the resident has already explained the issue elsewhere, the process feels inefficient.

This is where trust breaks down.

The resident has just bought a new home. They expected a smooth move-in, not a complicated aftercare process. When communication is fragmented, defects feel more serious than they may actually be.

In new build developments, the resident experience is shaped by the process as much as the repair itself.

Why This Matters for Developers

Defect communication affects developer reputation.

A buyer’s view of the developer does not end at completion. In many ways, the aftercare period is when the relationship is tested most.

A well-handled defect can reassure the resident that the developer stands behind the product. A poorly handled defect can damage trust, create negative reviews and reduce confidence in future schemes.

Developers also need better records.

During the defects period, it is important to know what was reported, when it was reported, what evidence was provided, who was responsible, what action was taken and whether the issue was resolved for compliance.

Without a clear system, aftercare teams can lose time searching through emails, chasing contractors and trying to reconstruct the history of a case.

Better communication is not only good for residents. It helps developers manage defects more efficiently and protect their brand after completion.

Why This Matters for Property Managers

Property managers also benefit from a clearer defects process.

When in-property defects are not routed properly, property managers become involved in issues they cannot directly resolve. This creates extra admin and can damage the resident’s perception of the managing agent.

Residents may blame the property manager for slow progress, even when the delay sits with the developer or contractor.

This is particularly difficult in the early life of a building, when residents are still forming their view of the management team.

A clear defects workflow helps property managers avoid becoming the middle person. It gives residents a better experience while keeping responsibility with the right party.

How Estaita Helps During the Defects Period

Estaita brings developers, property managers, contractors and residents into one connected maintenance ecosystem.

During the defects period, in-property requests can be routed directly to the developer, with the relevant details, images and resident information attached. This means the developer receives the issue without the property manager needing to manually forward emails or act as the middle person.

Residents get one place to report issues through the Resident App. Behind the scenes, the request can be directed to the correct responsible party depending on whether it is a communal maintenance issue, an in-property defect or another type of request.

This helps the building feel managed as one.

For residents, the process is clearer. They do not need to work out who is responsible before reporting an issue.

For property managers, it reduces unnecessary involvement in developer defects.

For developers, it creates a cleaner aftercare workflow with better information, images, records and visibility.

For contractors, it creates clearer instructions and a more structured route to resolution.

The result is a better defects process for everyone involved.

Conclusion

The new build defects period is one of the most sensitive stages in the resident journey.

Defects are common, but they do not need to become major frustrations. The real issue is often the process around them: unclear responsibility, fragmented communication and residents not knowing who is handling their issue.

For private apartment developments, this is especially important because property managers are often the first visible point of contact, even when in-property defects remain the developer’s responsibility.

Estaita helps solve this by connecting residents, property managers, developers and contractors in one maintenance ecosystem. In-property defects can be routed directly to developers with the right information and images, while communal issues can remain with the property manager.

This keeps responsibility clear, reduces manual handoffs and gives residents a more joined-up experience.

During the defects period, the building should not feel split between different organisations.

It should feel managed as one.