Our commitment to quality – from foundations to final keys

We take pride in every home we build, and that commitment doesn’t end when you move in. Our strict quality assurance process makes sure we deliver homes that meet high standards of workmanship, safety and usability.

Our assurance process

Delivering a quality home is the result of careful planning, rigorous inspections, and a dedicated team focused on continuous improvement. Here’s how the process works.

Contractor quality controls (one month before handover):

Our contractors follow a structured process to make sure every home is ready for handover. This includes:

• internal inspections – site managers inspect all work against specifications and drawings
• subcontractor sign-offs – each trade certifies their work (e.g., plumbing, electrics)
• snagging – initial and follow-up snag inspections to check for and fix minor defects
• compliance checks – inspections by Building Control or warranty providers
• cleaning and presentation – professional cleaning to make sure your home is ready for final review.

Development team quality controls

Our internal teams continue the quality checks, including:

• clerk of works inspections – independent weekly/fortnightly inspections from start to finish.
• project manager snagging – detailed snagging two weeks before, and at the handover of your home.

Thanks to these strict 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

Even with strict quality control, defects can still occur. We have clear procedures to address these during the 12-month defects liability period, which usually starts from the time the property build is completed, not the date you move in.

What is a defect?

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.

Some examples of defects include:

• faulty window or door handles or locks;
• leaking pipes or showers;
• electrical switches not working;
•  loose or uneven paving slabs.

What is not a defect?

Some issues are not covered as defects, known as ‘non-defects’, which means you’ll be responsible for their maintenance. These can include:

• 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.

Some examples of non-defects include:

• 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, we can help.

Reporting a defect

If you notice a defect within the 12-month defects liability period, here’s what you can do:

• contact the Defects team: email defects@midlandheart.org.uk or call our Hub team on 0345 60 20 540.
• provide as much as detail as possible, so we can get it right first time: include your name, address, phone number, a clear description of the issue with photos (if possible), and where the defect is in your home.
• we’ll log and assess: our Defects team will review your report. If it’s a defect, we’ll assign it to the contractor to get it fixed. If not, we’ll let you know and offer guidance.

What happens once a defect is logged?

Once we’ve reviewed your defect report, we’ll notify the contractor who will contact you to arrange a visit.

We will follow up to make sure the defect has been fixed to a satisfactory standard, and you are happy with the outcome, then close the defect.

What happens at 12 months?

We will contact you to arrange a visit for a final inspection before the end of your 12-month defects liability period, to help catch any unresolved issues in time.  If you’re unavailable for an inspection, we’ll ask you to send us more information on what you would like us to review in your home.

If you need to report a defect, or confirm the expiry date of your home’s defects liability period, please email our Defects team on defects@midlandheart.org.uk or call our Hub team on 0345 60 20 540.