Abstract/Summary

Purpose: Research on housing defects has limited its enquiry to the classifications of defects, potential impact of defects, and their detection and remediation during construction and the builder’s liability period, without considering the warranty period. This paper aims to better understand which impacts of defects are perceived as important by the key stakeholders involved in their detection and remediation over the construction, builder’s liability and insurer’s warranty periods. Design/methodology/approach: The questionnaire survey approach was used. The questionnaire distribution list was drawn from the UK’s largest warranty provider and approved inspector’s records. The questionnaire was distributed to 2003 people, receiving 292 responses, a response rate of 15%. Findings: This research challenges the assertion that the house building industry (i.e. house builders, building inspectors and warranty providers) is predominantly cost focused and finds that the potential impact of defects on home occupants are their primary concern. In contrast, the home occupants’ appear solely focused on the disruption defects caused on their daily lives and perceive a lack customer focus in the house building industry. Originality/value: This study provides empirical evidence of the contrasting view of the house building industry and home occupants with respect to the prioritisation of the impacts of defects. Further, this research offers house builders an alternative approach to determine which defects should be targeted for reduction purposes which may lead to improved levels of customer satisfaction.