What is the Defects Liability Period (DLP)?
The defects liability period requires the developer of an off-plan property purchase to repair all defects related to the works. It applies during the defects liability period, which typically lasts 12 to 24 months from the date of handover (practical completion) of the works. This legal obligation covers all construction defects, regardless of their nature. The only exception concerns issues caused by normal wear and tear or poor maintenance by the buyer.
How does the defects liability period work?
Case 1: Defects recorded at handover
Defects identified at the time of handover are recorded in the handover report prepared with the developer. The buyer must therefore carry out a very thorough inspection of every room and may choose to be accompanied by a professional, such as an architect.
Case 2: Defects reported after handover
During the year following completion, any defects observed by the buyer must be reported to the developer through a formal notice sent by recorded delivery (ideally with photographs). The developer must then comply with the legal obligation to repair the defects at their own expense. This situation often generates frustration for the buyer and a heavy workload for the programme manager.
Buyers deserve better support with off-plan warranties
Customer care does not stop at key handover. Providing quality support at every stage creates future advocates. Word-of-mouth referrals are invaluable for your upcoming developments!
In practice, defect notifications arrive by email, telephone, or post, often in formats that are hard to process or share with subcontractors.
The result: wasted time for both the developer and the buyer. Today’s buyers are better informed about their rights under the defects liability period. After waiting several years for their new home, they expect a responsive and professional service.
How to provide high-quality after-sales service at the end of an off-plan development?
Site Supervision streamlines the management of claims and defect notifications. Residents, whether owners or tenants, can submit a claim through a customisable online form. Within minutes, the buyer knows whether their request falls under the defects liability period.
The goal of the DLP Client module is to process claims quickly and simply, while reducing the workload of after-sales teams. All the information required to intervene and clear the snag is available in one place. This allows the developer to manage quality across the entire project using a single tool: Site Supervision.
Beyond the Defects Liability Period
The DLP Client platform also supports other statutory warranties:
- A two-year (biennial) warranty covering hidden defects in equipment and installations, such as heating and electrical systems.
- A ten-year structural warranty covering major defects that compromise the property’s stability or make it uninhabitable, such as serious cracks in the foundation or concrete slab.
From this platform, the buyer can access the handover report and the key handover report. If defects are noted at handover, they can track the correction process and report additional issues during the defects liability period. Whether they occupy or rent out the property, clients are guided through the claims process and clearly informed of their warranty rights and deadlines.
To submit a claim, the buyer must provide:
- The exact location of the defect on the floor plan.
- One or more photos.
- The date the defect was discovered.
- Additional comments.
This avoids unnecessary site visits by the developer’s team just to qualify the defect.
Once the claim is submitted, the developer receives a notification. They can either accept it (if covered by the defects liability period) or reject it. If accepted, a defect entry is created in the handover/warranty module of Site Supervision. The developer assigns the correction to the relevant subcontractor and sets a deadline.
What are the benefits of centralising DLP claims management?
Centralising claims within the tool already used by operational teams ensures efficient handling. Thanks to the dynamic form, claims are automatically filtered, preventing the after-sales team from receiving non-DLP requests.
This approach helps reduce processing costs and speeds up resolution, which prevents buyer frustration.
The online form offers two key advantages:
- Standardised data: information required to process the claim is uniform, making it easier to share with subcontractors.
- Dynamic filtering: claims are automatically sorted based on responses. The system instantly informs the buyer if their request is covered.
Steps to manage a defect effectively
Subcontractors with access rights receive the defect directly in the Site Supervision mobile app.
Once the defect is corrected, the buyer validates the resolution by signing off the snag clearance.
Easy to roll out for after-sales teams, the DLP Client reduces claims processing costs and protects the developer’s reputation. Snags are resolved more quickly, buyers are reassured, and trust in the developer is maintained.
