We take pride in every home we build and that commitment doesn’t end when you move in. Our quality assurance process is designed to deliver homes that meet high standards of workmanship, safety, and usability.
- Built on quality - our assurance process
- Contractor quality controls - one month before handover
- Development Team quality controls
Delivering a quality home is never accidental. It’s the result of:
- Careful planning
- Rigorous inspections
- A dedicated team focused on continuous improvement
Our contractors follow a structured process to ensure every home is ready for handover:
- Internal inspections – Site managers inspect all works against specifications and drawings.
- Subcontractor sign-offs – Each trade certifies their work (e.g., plumbing, electrics).
- Snagging – Initial and follow-up snag inspections resolve minor defects.
- Compliance checks – Inspections by Building Control or warranty providers (e.g. NHBC, Premier).
- Cleaning and presentation – Professional cleaning ensures the home is ready for final review.
Our internal teams continue the quality checks:
- Clerk of works inspections – Independent weekly/fortnightly inspections from start to finish.
- Project Manager snagging – Detailed snagging two weeks before and at handover.
Thanks to these measures, our homes average fewer than two defects per property, compared to the industry average of eight, a reflection of our high standards and commitment to getting it right the first time.
Understanding defects
While our quality control is thorough, defects can still occur. We have clear procedures to address them during the 12-month defects liability period.
A defect is a significant issue that affects your home’s quality, safety, or functionality, such as:
- Broken or missing components
- Faulty systems (e.g. heating, plumbing)
- Structural or material failures
Examples of defects:
- Faulty window or door handles or locks
- Leaking pipes or showers
- Electrical switches not working
- Structural issues like unstable foundations
Some issues fall under homeowner maintenance or are not covered as defects:
- Cosmetic flaws not reported at handover
- Damage from weather, misuse, or poor maintenance
- General wear and tear
- Minor cracks from settlement or shrinkage
- Boiler repressurising or radiator bleeding
- Garden or boundary maintenance
Examples of non-defects:
- Shrinkage cracks due to natural settling
- Blocked drains from misuse
- Weather-related discolouration
- General wear and tear
If you're unsure whether an issue is a defect, our team is here to help.
Reporting a defect
If you notice a defect within the 12-month liability period:
- Contact the Defects Team:
Fill out the form below or email defects@midlandheart.org.uk
Or call our Hub on 03456 020540 - Provide details:
Include your name, address, phone number, a clear description of the issue, photos if possible, and the location within your home. - We log and assess:
We’ll review your report. If it’s a defect, we’ll assign it to the contractor. If not, we’ll let you know and offer guidance.
What happens after you report a defect
Once a defect is logged:
- The contractor is notified and will be in touch to arrange a visit or inspection.
- We will follow up to ensure the issue is resolved to a satisfactory standard and then close the defect.
What happens at 12 months
We will contact you advising of an appointment to conduct a final inspection before the end of the 12-month period to catch any unresolved items. If you are unavailable we will ask you to send us a list of items that you would like us to review.
