Georgina and Charles Barnes had waited three years to buy their first home. But just days after collecting the keys to their new-build property in February 2026, an independent inspection uncovered 150 defects.
The £299,995 home in south Leicestershire was inspected by Swansea-based New Home Quality Control, which identified issues ranging from incorrectly installed fire barriers and signs of a previous leak to roofing problems, low water pressure and poor installation of the gas meter cabinet and gas pipe.
More than a dozen additional cosmetic and finishing defects were also found.
Georgina, 36, said having the property inspected was “non-negotiable” after seeing new-build horror stories on social media.
“We just wouldn’t have known,” she said, adding that some of the defects could have had serious consequences in the event of a fire.
The couple’s home was built by Countryside, part of Vistry. The company said it supported appropriately conducted independent inspections and that its teams check every home before customers move in. It also said further snagging work is reviewed after buyers have moved in.
New-build defects are common
The Barnes’ experience is not unusual. Written evidence submitted by the New Homes Ombudsman Service cited a Home Builders Federation customer satisfaction survey published in March 2025, which found that 93.7% of new-build buyers reported defects or snags to their developer after moving in.
More than a quarter of buyers reported finding over 15 problems.
John Cooper, co-founder of New Home Quality Control, said the most common defects his team encounters involve brickwork, carpentry and roofing.
He said his decision to establish the company came after he was asked to hide an issue from a customer while working as a contracts manager in 2018.
“From that moment on, I thought to myself ‘I’ve got to make a change in this industry somehow’,” he said.
His company carries out inspections that typically take two to four hours and cost between £349 and £499. Inspectors can use drones, GoPro cameras, cavity cameras, thermal imaging equipment and laser levels to identify problems.
Cooper said his long-term goal was for every new-build property to undergo an independent inspection before owners receive their keys.
Developers and industry representatives respond
The National House Building Council (NHBC) said developers are responsible for ensuring new homes comply with building regulations. Homeowners should raise issues with their builder within the first two years and can seek resolution through the NHBC if problems are not addressed.
The Home Builders Federation said some level of snagging was inevitable because new homes are built by numerous tradespeople in varying weather conditions. It said the “vast majority” of snags are minor and that there is no evidence that quality standards are failing to keep pace with housebuilding.
It also said snagging inspectors are not regulated and advised customers to ensure inspectors are appropriately qualified and accredited.
For Georgina and Charles, the independent inspection gave them a clearer picture of the work that needed to be addressed.
“100% no doubt, I recommend a snagger,” Georgina said.
