The emails that start after the party
The job was handed over, the site team moved to the next project, and the cabins were lifted. Then the emails start. A sticking fire door in the corridor. A radiator not heating. A crack at the head of a plasterboard partition. A leaking gutter joint. They arrive at the project manager, the managing director, the site manager's old email, and sometimes all three.
Somebody works out which subcontractor did the work, finds a number, asks them to attend, and tells the client. Then it goes quiet until the client emails again asking if anyone is coming.
Why defects drift
After handover there is no site team, so the natural owner of defects disappears. The information needed to route a defect, which subcontractor, which package, which warranty, sits in project files the people handling defects did not create. And the client has no simple way to report or see progress.
- Clients report defects to whichever person they know.
- The responsible trade has to be worked out from old records.
- Subcontractors have moved on and respond slowly.
- Access to an occupied building has to be arranged every time.
- Nobody can list open defects on a project at a glance.
What drifting defects cost
The client relationship takes the hit, often at exactly the point you want a reference or repeat work. Your managers spend time chasing that nobody budgeted for. Defects near the end of the defects period cause a rush, and anything left open can hold up release of retention or the making good certificate, depending on your contract. Where a subcontractor will not attend, you may end up fixing it yourself and recovering the cost later.
The defects log we build
- The client or occupier reports defects through one link or email address, with location, description and photos. They get a reference straight away.
- Each defect is categorised by trade and matched to the subcontractor who did that package, from your project records.
- The subcontractor is sent the defect with photos and asked to accept and propose an attendance date.
- Access is arranged with the client's contact, and both sides get a confirmed appointment.
- The subcontractor closes the defect with photos. Your project manager or the client confirms it is resolved.
- Defects not accepted or not attended within your set time are escalated to your commercial team.
- A project view shows open defects, their age, and the date the defects period ends, so nothing is left for the last month.
| Defect | Trade | Status |
|---|---|---|
| Door sticking, corridor 2 | Joinery | Attended, awaiting client sign-off |
| Radiator cold, room 14 | Mechanical | Accepted, visit booked |
| Crack at partition head | Drylining | Not accepted, escalated |
| Gutter joint leaking | Roofing | Reported today |
Whether an item is a defect under the contract, and who pays, stays a decision for your team. We track it from report to closure.
What the client and your team see
Clients report once and can see what is happening, which cuts the chasing emails. Your team spends its time on the few defects that are contentious rather than on routing the simple ones. Subcontractors get clear, photographed reports that are easier to act on. Before the defects period ends, you have a complete list and a clear run at closing it out.
Over time, the log also tells you something useful: which trades and which packages generate the most call-backs. That is worth knowing next time you put together a tender list.
Are your post-handover defects like this?
- Defects arrive by email to different people.
- Finding the responsible subcontractor takes a search of old files.
- Clients chase to ask if anyone is coming.
- You cannot list open defects on a finished project.
- Defects pile up near the end of the defects period.