Office Furniture - Post-Delivery Snagging and Resolution

On completion of delivery and installation, the project manager walks the site with the customer, checking every item against the delivery schedule and noting visible defects, missing items, or incorrect specifications.

All defects are logged on a digital site form - each issue photographed, described, and classified as damage in transit, manufacturing defect, incorrect item, or missing component.

Each snag item is cross-referenced against the relevant purchase orders to identify which supplier is responsible and whether a replacement, repair, or credit is required.

Defect claims are raised with each relevant supplier, attaching photographs and purchase order references. Resolution routes and expected timelines are agreed in writing.

Each open claim is tracked against a target resolution date. The customer is kept updated on progress for any items that remain outstanding.

When replacement items arrive or repairs are completed, a return site visit is conducted to re-inspect each item and confirm it meets the original specification.

Written customer sign-off is obtained once all snag items are resolved. Any held final invoice is released and the job is formally closed in the system.

We don't have a consistent way to document defects on site - it ends up as photos on someone's phone and a list in a notebook, and half of it gets lost before we can raise a supplier claim.

Chasing multiple suppliers for replacements on the same job means managing separate email threads while the customer is waiting and asking for updates.

The final invoice gets stuck because there's no formal record showing all snag items were resolved and the customer signed off - so the accounts team won't release it.