01
Return to the original notification
Keep the item reference, exact location, original observation, submission date, channel and acknowledgement together.
Unresolved defect guide
What to Do When a Reported Defect Is Still Unresolved
Build one clear chronology before adding another complaint, photograph or opinion.
Evidence-led guidanceTraceable next stepsClear professional limits
What this means
Build one clear chronology before adding another complaint, photograph or opinion.
An unresolved item needs a stable reference connecting the original submission, every response, reported repair and current condition. The chronology helps identify whether the next gap involves access, repair verification, specialist evidence, communication or contractual advice.
Practical sequence
Eight steps for a defect that remains open
The sequence keeps the evidence usable and separates technical, communication and contractual gaps before the next action is chosen.
02
Build one event timeline
List inspections, access appointments, contractor visits, repair updates, rejected access and follow-up messages in date order.
03
Define what unresolved means
State whether the item is awaiting access, not started, partly repaired, reported complete, recurring, disputed or dependent on investigation.
04
Record the current condition
Capture the same identifiable location and state whether the condition is active, changed, dry, intermittent or not observable.
05
Compare with the intended outcome
Keep the reported repair action and completion update, then ask whether the original condition or agreed functional outcome can be observed.
06
Separate the gaps
Distinguish the need for technical evidence, a developer or management response, and advice about contractual rights.
07
Keep limitations visible
Record concealed areas, unavailable utilities and failed access as Not Checked rather than treating them as repaired or defective.
08
Choose a proportionate next step
Use clarification, coordinated access, repair verification, specialist investigation, management process or legal advice according to the unresolved question.
How it works
From the original report to a controlled follow-up
Recover
Gather the original item, submission, acknowledgement and property documents.
Chronicle
Connect every response, appointment, repair and access event in date order.
Compare
Record the current condition against the same baseline and intended outcome.
Escalate
Choose the next technical, communication or contractual route that answers the remaining question.
What this helps you decide
What to keep in the unresolved-item record
- See exactly where the repair history breaks down
- Choose follow-up based on the unresolved question
- Preserve one traceable record instead of disconnected complaints
Evidence and boundaries
What to keep in the unresolved-item record
- Original item reference, exact location and observation
- Submitted version, date, channel and acknowledgement
- Developer or contractor responses and appointment records
- Reported repair scope, completion update and access history
- Current overview, detail and observation conditions
- Limitations, unresolved question and chosen next action
Common questions
Use the guide with the right context
See a property-matched price first. Contact details are requested only after you choose an option.
Get Instant QuoteDoes a reported defect remain valid until I am satisfied?
Validity, deadlines and obligations depend on the applicable SPA, process and legal context. This guide helps organise evidence and does not determine contractual rights.
Should I create a new defect number after every failed repair?
Keep the original item reference and add each repair and follow-up event. A stable reference makes the history easier to verify.
Can DPM confirm that the developer failed to repair properly?
DPM can compare accessible evidence with a clear baseline and stated outcome. Contractual failure or legal responsibility is not determined by a general inspection.
What if the condition is not visible on the recheck day?
Record the observation conditions and limitation. Intermittent concerns may require defined monitoring, different conditions or specialist evidence.
When should I seek legal advice?
Seek appropriate advice when the decision concerns legal rights, deadlines, liability, formal dispute or a remedy under the SPA or statutory process.
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