A snag found before handover is a repair. A snag found after is a complaint.
Log it with evidence
Title, description, photo, location. A photo saves a phone call.
Owner and due date
Every snag needs a person and a date. Propto’s site issues register shows owner, due date and status until closed.
Close with proof
Ask for an after-photo and review before closing. Open and closed tabs make the backlog visible.
Why snag lists matter
Snags are the small defects found before or after handover: a cracked tile, a door that does not close properly, a leaking tap. Individually minor, together they shape the buyer’s first impression of their new home. Poorly managed snags lead to complaints, delays and damaged reputation.
A structured snag list makes every defect visible, assigned and closed with proof.
Log it with evidence
Record each snag with location, description, photo and date. Photos remove ambiguity about what needs fixing and provide a reference when checking the repair.
Use consistent categories, such as civil, plumbing, electrical and finishing, so snags can be assigned to the right team quickly.
Owner and due date
Assign every snag to an owner, such as a contractor or internal team, with a due date. Snags without owners stay open indefinitely.
Set realistic due dates based on the type of work, and track overdue items.
Close with proof
A snag should be closed only when the repair is verified, ideally with an after photo. Closing without verification leads to the same issue appearing again at handover.
Record who verified the fix and when.
Snags before handover
Inspect units before possession and log snags early enough to fix them before the buyer arrives. Pre-handover inspections reduce surprises on the day.
Share a summary with the buyer if any minor items remain, with dates for completion.
Snags reported by buyers
After possession, buyers may report snags. Record them in the same system with the same process, so nothing depends on email or phone calls. Acknowledge each report and give the buyer an expected date.
Update buyers when issues are fixed.
Reporting and patterns
Report open snags by project, category, owner and age. Patterns, such as frequent plumbing issues in one tower or one contractor with many overdue items, point to deeper problems.
Use patterns to improve quality control and contractor management.
Why it matters for buyers
A buyer’s experience of their home begins with handover. Quick, visible attention to snags shows care and professionalism, while ignored snags create frustration that buyers share with others.
Good snag management turns potential complaints into evidence of a responsive developer.
Getting the team involved
Site teams log and fix snags, quality inspectors verify, customer care handles buyer reports and management watches the totals. Make the process simple on mobile, because most snags are found on site.
Recognise teams that close snags quickly and properly.
A worked example
During a pre-handover inspection, the inspector logs five snags with photos, including a misaligned cabinet. Each is assigned to the relevant contractor with a due date. Four are fixed and verified with after photos within the week; the fifth needs a replacement part, and the buyer is informed with a revised date.
At handover, the buyer sees a nearly perfect unit and a clear plan for the remaining item.
Common mistakes
Common mistakes include snags recorded without photos, no owners, closing items without verification and buyer reports handled through scattered calls.
Another mistake is inspecting units too close to handover to fix problems in time.
Questions teams often ask
Who verifies snag repairs? A quality inspector or site in-charge independent of the person who fixed it.
Should buyers see snag status? Sharing status for their unit builds trust.
A snag checklist
Snags logged with location, description, photo and category. Owners and due dates assigned. Repairs verified with after photos. Pre-handover inspections scheduled early.
Buyer reports in the same system with acknowledgements. Reports by project, category and owner reviewed for patterns.
In practice
Set up snag categories and a mobile logging process, run pre-handover inspections for the next batch of units and track every item to verified closure.
Review patterns after the first batch and adjust quality checks.
In one line
Log every snag with a photo, assign it, verify the fix and keep buyers informed.
Working with contractors
Many snags are fixed by contractors, so agree expectations in advance: response times, quality standards and how fixes are verified. Include snag responsibilities in contracts where appropriate.
Share snag lists with contractors through a clear channel and track their response. Contractors with consistently slow or poor fixes should be discussed in performance reviews and considered when awarding future work.
Recognise contractors who respond quickly and well. Good relationships make snag resolution smoother for everyone.
In short
Photos, owners, due dates and verified fixes turn snags from a source of complaints into proof that you care about every detail of a buyer’s home. Review open items weekly until the list is empty.
Buyers remember how quickly their concerns were handled long after they forget the concern itself.
Speed and care both matter here.
Close the loop every single time.
Can issues have photos?
Yes. The site issues register supports a photo for each issue.