Why You Must Document Every Detail
If it isn't documented, it's much harder to prove.
Detailed records create a clear timeline. demonstrate the impact on your home, and are essential when dealing with builders, warranty providers or taking further action.
Why documentation matters
Creates evidence
A written record shows exactly what happened, when it happened and who was involved.
Proves timelines
Dates matter. Good records show when issues were reported and how long they remained unresolved.
Protects your position
If a dispute arises, your records can show that you acted reasonably and reported issues properly.
Improves accountability
Clear records make it harder for organisations to ignore, deny or forget reported defects.
Supports claims
Warranty providers, insurers and advisers will often need evidence before they can help.
What should you document?
Every defect should have a clear record. You do not need anything complicated — even a simple spreadsheet or notebook is better than relying on memory.
- The date you first noticed the defect
- A clear description of the issue
- Where the defect is located
- Photos or videos showing the problem
- Who you reported it to
- The date it was reported
- Any responses you received
- When repairs were attempted or completed
- Whether the repair actually resolved the issue
Use an issue tracker
Keep a simple log showing the issue, date reported, who it was reported to, current status and repair outcome.
Example defect log
| Issue | Reported to | Date | Status |
|---|---|---|---|
| Loose floor tile | Developer | 12 Apr | Open |
| Window draught | Builder | 18 May | In progress |
| Kitchen unit gap | Customer care | 02 Jun | Fixed? |
Add notes after every visit, repair or conversation.
Keep every email
Emails are one of the most useful records you can have. They show what was said, who said it, and when.
Create a folder for your new build purchase and keep everything in one place. This should include emails from the developer, builder, customer care team, warranty provider, contractors and solicitors.
- Save emails you send and receive
- Keep attachments and reports
- Do not delete old correspondence
- Back up important files somewhere safe
- Use clear subject lines when reporting issues
Don’t rely on verbal assurances
If someone tells you a defect will be fixed, ask them to confirm it in writing.
If you have a phone call or face-to-face conversation, send a polite follow-up email summarising what was discussed.
Example follow-up email
Thank you for speaking with me today about the outstanding defects at the property.
As discussed, my understanding is that the kitchen unit alignment issue and loose floor tiles will be inspected next week, and that I will receive confirmation of the proposed repair plan afterwards.
Please let me know if I have misunderstood anything.
Track repairs, not just defects
Identify
Record the defect as soon as you notice it.
Report
Send the issue to the correct person or organisation in writing.
Repair
Record when someone visits and what work they say they completed.
Verify
Check whether the repair has actually fixed the problem.
A repair visit does not always mean the issue has been resolved. Record the outcome and take updated photos afterwards.
Best practice tips
Record early
Document issues as soon as you find them. Don’t wait.
Be organised
Keep emails, photos, reports and notes in clearly named folders.
Follow up
After calls or visits, confirm what was said in writing.
Back it up
Keep digital copies somewhere safe in case you need them later.
Documentation puts you in control
Good records make it easier to show what happened, what was promised, what was fixed and what remains unresolved.