Snagging and buyer reports

Snags are tasks pinned on a floor plan. Every team member can open the Snags tab of a project. Snags also appear in My tasks and the overdue digest. On the Tasks tab they stay hidden until you tick Show snags.

Pins on the floor plan

1. Open a project and select the Snags tab.
2. Choose a unit, or Common areas for the project's own floor plans. Upload a unit's plan in Units › Manage media as a floor plan, and a common-area plan under Media › Floorplans.
3. Tap or click the plan where the defect is. Enter What's wrong; trade, assignee, priority, due date and up to five photos are optional.

Pins are numbered per unit and coloured by status. Select a pin to open the snag. Drag a pin, or focus it and use the arrow keys, to move it. Zoom with the buttons, pinch or Ctrl + scroll. No pin adds a snag that is not on the plan. List shows every snag in the project, with filters and the open count per unit.

Statuses

• Open — not started.
• In progress — someone is working on it.
• Fixed — to check — the contractor says it is fixed.
• Checked — your team checked it on site. Move it back to In progress with a comment if it is not right.
• Cancelled — not a defect after all.

Only your own team sets Checked and Cancelled. Partners and guests can set the other statuses.

Partners and guests

Partner workspaces and guests on a shared project see its snags like its tasks. For each snag they see only the unit's name and its floor plan, never unit prices, availability or buyers. A snag a buyer reported says "Reported by the buyer". They can add snags and move the pins of snags they created or are assigned to. When they finish a snag, they mark it Fixed — to check, and your team checks it on site.

Handover

Owners, admins and construction staff (and sales staff when Site work is switched off) mark a unit as handed over: Units, edit the unit, then Handover › Mark as handed over. Clear undoes it. Handing over also opens My home for the unit's buyers — see Aftercare and warranties.

Buyer reports

Once their unit is handed over, a buyer can report an issue from the portal. They describe it, say where, and can add up to 5 photos (JPG, PNG, WebP, HEIC or HEIF, up to 10 MB each) and a pin on the floor plan. Most browsers can't show HEIC or HEIF photos, so those appear as files to open. A buyer can send up to 10 reports a day.

Owners, admins and construction staff are notified. Open Snags › Buyer reports; the badge counts the reports waiting.

• Accept as snag — choose a trade and an assignee. The title, details, pin and photos are copied to a new snag.
• Decline — give a reason. The buyer reads it.

Sales staff can read the inbox but not decide. The buyer follows each report as Received, Accepted, then Fixed once the snag is Checked, or Declined. The inbox shows the same status the buyer sees. Buyers are notified in their portal language.

If you cancel or delete a snag a buyer reported, the buyer still sees "Accepted". Tell them what happened in Messages.

If you erase a buyer's data, their reports lose the text, photos and any decline reason, and show "Reported by a former buyer". The snag stays, with its copy of the photos.

Snag report PDF

Select Download PDF in the plan view for the chosen unit or the common areas, or in the list view for the whole project. Each floor plan is printed with its numbered pins, then one row per snag: title, trade, assignee, status, due date, source and the first two photos. The PDF carries your brand. A partner's copy never names the buyer.