Snagging & aftercare guide

Whether it's a scuffed wall, a loose handle, or something more urgent, snagging is a normal part of moving into a new home. And at Hagan, we're here to make the process simple, supportive, and stress-free.

• 1. Welcome to your new home
  1.

  Welcome to your new home

  First of all - congratulations. You've just moved into a brand-new Hagan home, designed for real life and built to last.

  We know how exciting (and sometimes overwhelming) those first few weeks can be, which is why our job doesn't end when we hand over the keys. From here on, we're still with you - helping you settle in, stay informed, and feel confident in your new space.

  Because for us, it begins at home. And that means making sure everything feels right from day one.

• 2. What is snagging?
  2.

  What is snagging?

  Snagging is the process of identifying and reporting any minor issues or defects in your new home. It's completely normal in new builds - think of it as a final quality check, where you flag anything that needs our attention.

  Snags can be cosmetic (like a paint touch-up), functional (like a door that sticks), or technical (like a radiator not heating properly). Whatever it is, we want to know - so we can get it sorted quickly and properly.

  If a snag involves water ingress, it's important you notify us immediately to prevent any damage.

  Cosmetic

  e.g. a paint touch-up

  Functional

  e.g. a door that sticks

  Technical

  e.g. a radiator not heating properly

• 3. Meet clixifix® - Aftercare made easy
  3.

  Meet clixifix® - Aftercare made easy

  To make everything simple, we use clixifix® - an online platform that helps you report and track snags with ease. No chasing phone calls or wondering what's happening next.

  Once your account is set up, you can raise tickets, add notes or photos, and follow the progress from start to finish.

  It's part of our commitment to smooth, transparent aftercare - keeping everything in one place, with clear communication at every step.

  Important timeframes to remember

  • Cosmetic snags like scrapes, marks or cracked tiles must be logged during your handover or within 3 days of moving in as a 'Ticket' on clixifix®.
  • Beyond that, you have a full 2-year builder warranty period to report further snags as they arise. This excludes general maintenance and wear and tear.
• 4. How to use clixifix®
  4.

  How to use clixifix®

  You'll receive an email shortly after handover with secure login details.

  Follow the link to activate your account. If you haven't received it, please contact Hagan immediately.

  Quick start checklist

  • Log in using your personalised link
  • Explore your dashboard for snags, appointments, and documents
  • Use the clixifix® Diary to manage visits and inspections
  • Access manuals and documents stored securely in your portal
  • Chat with us easily through the messaging feature

  How to raise a snag

  (create a 'Ticket')

  1. Go to the Tickets tab and click 'New Ticket'
  2. Your property details will auto-fill-click 'Next Step'
  3. Select the defect category and write a brief description
  4. Add any access notes under your contact details
  5. Upload photos or supporting documents (confirm this step with Harrison)
  6. Review and submit
  7. Each issue should be logged as a separate ticket. This helps us organise and respond more efficiently.
• 5. What happens next?
  5.

  What happens next?

  Once you submit a ticket, here's what you can expect

  1.

  We'll review your report

  2.

  Assign the right contractor or team

  3.

  Agree a visit or solution that suits your schedule

  4.

  Resolve the issue with clear updates throughout

  If anything changes, you'll be updated directly through clixifix® - no confusion, no delays.

• 6. Aftercare you can rely on
  6.

  Aftercare you can rely on

  Your new home comes with a full package of protection and support:

  Builder warranty period

  Covers snags and minor defects for 2 years after handover

  Structural warranty

  Typically provided by Global Homes Warranty or NHBC, lasting 10 years

  clixifix®

  Your go-to for managing snags and communication

  If you're ever unsure what's covered or who to speak to, clixifix® is your starting point.

  And if in doubt, you can always contact us directly.

• 7. A home that grows with you
  7.

  A home that grows with you

  Settling into a new home takes time. You'll get to know the space, tweak things here and there, maybe even move the sofa six times. That's all part of it.

  And through it all, we're here.

  Whether it's a quick fix or a reassuring word, we want your home to feel like yours - from the very first morning to the many years ahead.

Our team of experts are ready to help or guide you in the right direction.