Managing a Customer Snagging List
Quick Answer: A snagging list is a formal record of defects and incomplete items identified at or near practical completion. Issue your own snagging list before the customer produces one — it demonstrates professionalism, sets realistic expectations, and gives you control of the process. All items should be categorised by severity, allocated a completion date, and signed off by the customer when resolved. Handover should not happen until all critical snags are resolved.
Summary
Snagging is the process of identifying, recording, and systematically resolving defects or incomplete works before final handover. On large projects, it is governed by the contract (JCT or similar) and conducted formally. On smaller domestic jobs, it is often handled informally — and this is where disputes arise.
The problem with an informal approach is that "I thought it looked fine at the time" is not a legal position. If a customer contacts you six months after handover with a list of 30 items they claim were present at completion, and you have no handover record, you have no evidence to establish what was and was not the case at the time.
A simple, written snagging process protects both parties. It gives the customer confidence that their concerns are taken seriously and will be addressed. It gives you a record of what was agreed, what was fixed, and what (if anything) the customer accepted as-is at handover. The snagging process is also the natural point at which to hand over O&M manuals, certificates, and warranty documentation.
Key Facts
- Practical completion vs final completion — practical completion is when the works are substantially complete (minor snags may remain); final completion is when all snags are resolved. Retention is typically released at final completion under JCT contracts
- Defects Liability Period (DLP) — in JCT contracts, typically 6–12 months after practical completion; during this period you are obliged to return and fix defects that arise (not caused by customer actions) at your cost
- BS 8000: Workmanship on Building Sites — the benchmark standard for workmanship quality; Parts 1–16 cover specific trades and define acceptable tolerances
- Tolerances matter — many items customers flag as defects are within acceptable tolerance: BS 8000 permits up to 3mm variation in grout joint width on tiled surfaces, ±2mm in wall plaster flatness, and 3mm maximum deviation per 1.8m for flooring
- Photograph before handover — a set of timestamped photographs taken on the day of practical completion is your strongest evidence
- Category A vs Category B snags — industry convention: Category A = defects preventing use or occupation (must be fixed before handover); Category B = minor imperfections that can be fixed post-handover
- Never release final payment before snags are closed — retention should only be released once the snagging list is signed off; never waive this for a difficult customer
- Three-week rule — industry practice on residential projects: hand over, allow the customer to move in and live in the space for 2–3 weeks, then revisit for a final snagging inspection. This allows items not visible at handover (e.g. paint touch-ups after furniture is placed) to be identified in a single visit
Quick Reference Table
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Try squote free →| Snag Category | Description | When to Fix |
|---|---|---|
| A — Critical | Prevents safe use or occupation (e.g. no hot water, unsafe electrical, blocked drainage) | Before handover |
| B — Major | Visible defect affecting function or finish (e.g. tiles not level, door doesn't close properly) | Within 2 weeks of handover |
| C — Minor | Cosmetic items within standard tolerances (e.g. minor paint rub, dust in grout) | Within 4 weeks of handover |
| D — Out of scope | Customer expectation not in the contract | Discuss and quote if appropriate |
Detailed Guidance
Issue Your Own Snagging List First
Before the customer has a chance to walk around with a clipboard, carry out your own inspection and produce a snagging list. This establishes the items you have identified and are committing to fix. It signals professionalism. It also sets the context — you are the one who found these items, not the customer, which changes the dynamic from "I found problems" to "here's the completion process."
Walk every area of the works systematically. Check:
- All painted and plastered surfaces in raking light
- All tiling grout joints, alignment, and any edge cuts
- All joinery — doors, windows, hinges, handles — for correct operation
- All plumbing for leaks, correct flow, and hot water function
- All electrical for correct operation of switches, sockets, and fittings
- Skirting, architrave, and beading for mitres and fixings
- External works for finish, drainage falls, and any disturbed surfaces
The Snagging List Template
PROJECT SNAGGING LIST
| # | Location | Description of Snag | Category | Responsible | Target Date | Completed Date | Initials |
|---|---|---|---|---|---|---|---|
| 1 | Kitchen | Grout joint 5mm off-line between tiles 12–13 at splashback | B | [Name] | [Date] | ||
| 2 | Hallway | Paint finish patchy at cornice junction — north wall | C | [Name] | [Date] | ||
| 3 | Bathroom | Shower head thread has minor weep — check PTFE | A | [Name] | [Date] |
Issue the list at or immediately before practical completion. Ask the customer to review and add any items they have noticed. This is the moment to categorise their additions — items that are genuinely within scope become Category A/B/C; items that were not in the contract become Category D with a note.
Conducting the Customer Walk-Through
Walk the completed works with the customer. Take your own copy of the snagging list. For each area:
- Invite the customer to point out concerns
- Record each item on the list
- Be factual, not defensive — "yes, I can see that, let me add it" is always the right response in the moment
- If an item is clearly within tolerance, note it but do not argue at this point — you can address it in writing afterwards
- Do not commit to fixing items that were not in the original scope without pricing them
At the end of the walk-through, agree with the customer that the list represents all known snags. Ask them to sign the document. If they are not willing to sign, note the date and time of the walk-through in your records.
After Handover — Closing the List
Assign all snag items to your programme. For a typical domestic job, aim to close Category A before handover, Category B within 2 weeks, and Category C within 4 weeks. Send a weekly update to the customer by email or WhatsApp, even if only to confirm you are on track.
When an item is resolved, photograph it, note the date on the list, and ask the customer to acknowledge. A WhatsApp "yes that looks great, thank you" is sufficient — it is a contemporaneous written acknowledgement.
When all items are closed, issue a completion notice and request release of any outstanding retention or final payment.
Disputed Snags — What to Do
Some customers will add items to the snagging list that are: (a) within acceptable tolerance; (b) caused by the customer or a third party; or (c) items that were never in the original scope. For these:
- Never just "do it to keep the peace" without documenting that you are doing so as a goodwill gesture, not because you accept liability
- Refer to the relevant standard (BS 8000, manufacturer specifications) to explain what the acceptable tolerance is
- Photograph the item in question and retain the evidence
- If the customer insists on items you believe are unreasonable, refer them to the complaint handling procedure (complaint handling procedure for tradespeople)
Frequently Asked Questions
When should I charge for attending to snags?
You should not charge for legitimate defects in your own work that were present at handover or arose within the defects liability period. You can charge for: (a) snags caused by the customer or a third party; (b) items outside your original scope; (c) repeated attendance for items the customer has not made available for you to fix.
What if the customer refuses to pay the final retention until all snags are fixed?
That is a legitimate position if the snags are genuine Category A or B items. The resolution is to fix the snags promptly and then request payment. If the customer is withholding retention for unreasonable reasons (Category D items, items outside tolerance), refer to your contract terms and, if necessary, the payment chasing process.
Should I include a defects liability period in my contract?
Yes. State the period (typically 6–12 months for domestic work), the conditions (defects must be reported in writing; customer must not allow third parties to attempt repairs), and the exclusions (fair wear and tear, customer-caused damage, items outside your scope). This prevents open-ended liability claims years after completion.
How do I handle a snagging list that appears after the customer has paid the final invoice?
A defects claim that arises after final payment is not automatically invalid — the Defects Liability Period runs from handover, not from final payment. Assess whether the claimed defects were present at handover or developed subsequently. Use your handover photos as evidence. If the defects are genuine, address them under the DLP. If they appear to be post-handover deterioration or damage, explain your position in writing.
Regulations & Standards
BS 8000: Workmanship on Building Sites — multi-part standard defining workmanship tolerances across all building trades
Consumer Rights Act 2015 — repeat performance rights for services not meeting the required standard
JCT Minor Works Building Contract 2016 — defines practical completion, defects liability period, and snagging obligations for formal construction contracts
Defective Premises Act 1972 — duty of care in dwelling construction and repair, extending to all subsequent occupiers
BS 8000 — British Standards Institution — definitive workmanship tolerance standards (subscription required; summaries available from trade bodies)
JCT — Homeowner Contract — JCT's domestic contract, which includes a defects clause
TrustMark scheme: Customer complaint requirements — dispute resolution process with snagging context
snagging list response letter and BS 8000 tolerances — letter templates for responding to customer snagging claims
job handover documents and certificates — what to hand over at practical completion
complaint handling procedure — if a snagging dispute escalates into a formal complaint
payment chasing templates — if retention is withheld unreasonably after snags are closed