New build handover checklist: what to include at practical completion

Practical completion is the contractual moment when a new build property is considered finished and responsibility transfers from the developer to the buyer. In legal terms, it is the point at which the purchase completes, the keys are handed over, and the developer's defects liability period begins.

In operational terms, it is one of the most pressured moments in any development programme, and one of the most commonly under-documented. A missed document, an unsigned inspection, or a warranty pack that never reaches the buyer creates a liability gap that can surface months or years later.

This checklist covers what residential developers need to prepare, provide, and evidence at practical completion.

What is a new build handover?

A new build handover, often called a home demonstration, is the process by which a developer transfers a completed property to its buyer. It typically involves a walkthrough of the property with a sales or customer care representative, a demonstration of key systems and appliances, and the transfer of all documentation the buyer needs to live in and maintain their new home.

The handover is not just a courtesy. It is a legal and regulatory event. Under the New Homes Quality Code, developers registered with the NHQC are required to carry out a formal pre-completion inspection, provide a Homeowner User Guide, and give the buyer the opportunity to raise any concerns before they take legal ownership.

Poorly managed handovers, where documentation is missing, inspections are rushed, or the buyer doesn't understand what they've been given, are the primary driver of complaints to the New Homes Ombudsman.

The complete new build handover checklist

1. Pre-completion inspection

Before the buyer attends the property, the developer's site or customer care team should carry out a formal inspection against a defined checklist. This inspection should:

• Cover every room and external area of the property
• Use a consistent template applied across all plots and house types
• Capture photographic evidence for every defect identified
• Result in a signed record that the inspection was carried out and any issues identified
• Trigger remediation of identified defects before the buyer's home demonstration

The pre-completion inspection is the developer's primary quality control checkpoint. It is also the primary evidence that the developer acted responsibly if a defect dispute arises after completion.

2. Homeowner User Guide (HUG)

The Homeowner User Guide is a mandatory document under the New Homes Quality Code. It must be provided to every buyer at or before legal completion, and must contain:

• Information about how the property's heating, ventilation, and hot water systems work
• Operating instructions for all fitted appliances
• Maintenance schedules and care guidance (e.g., which surfaces require specialist cleaning products)
• Emergency contact information (gas isolation, water stop cock, electrical distribution board)
• Details of all warranties and guarantee periods
• Contact details for the developer's customer care team

The HUG should be provided in digital form as well as (or instead of) print, so that buyers can access it throughout the life of their home. A buyer who can't find their HUG is a buyer who will call your customer care team instead.

3. Energy Performance Certificate (EPC)

Every new build property must have a valid Energy Performance Certificate lodged with the EPC Register before legal completion. The certificate must be provided to the buyer at handover. Key checks:

• EPC has been commissioned and lodged; developers should not rely on the conveyancer to chase this
• EPC rating matches the design specification for the property
• Buyer receives a copy (or digital access) at completion

4. Structural warranty documentation

Most new build homes are covered by a structural warranty, most commonly NHBC Buildmark, but also Premier Guarantee, LABC, or Build-Zone, among others. At handover, developers must:

• Provide the buyer with their warranty certificate and policy document
• Confirm the cover period (typically 10 years, split between developer liability and insurance-backed cover)
• Explain the difference between what the developer handles in years one and two versus what the insurer handles in years three to ten

5. Consumer code documentation

If the developer is registered with a consumer code, whether the New Homes Quality Code, the Consumer Code for Home Builders, or the Consumer Code for New Homes, a summary of the buyer's rights under that code must be provided at reservation and confirmed at completion. Buyers should know:

• How to raise a complaint with the developer
• How to escalate to the New Homes Ombudsman if the developer doesn't resolve the complaint
• The timescales that apply (acknowledgement within five working days, substantive response within ten)

6. Legal and conveyancing pack

While conveyancing documents are typically managed by the buyer's solicitor, the developer's team should ensure the following have been provided and are accessible to the buyer post-completion:

• Signed reservation agreement
• Signed purchase contract
• Any part-exchange or assisted-move documentation
• Service charge schedules and estate management information (for leasehold or managed freehold plots)
• Ground rent information (where applicable)

7. Fixtures, fittings and appliances register

Every buyer should receive a documented list of all fitted appliances, fixtures, and fittings in their property, including:

• Brand, model, and serial number for each appliance
• Manual or operating instructions (linked or provided)
• Manufacturer warranty periods and how to register
• Supplier contact details for each item

This information is critical for aftercare support. A customer care team that doesn't know what boiler is fitted to each plot cannot give buyers useful guidance when the boiler pilot light goes out at 11pm in January.

8. Home demonstration sign-off

The home demonstration itself should be formally signed off at the end of the walkthrough. This should include:

• A record that the demonstration took place, the date, and who was present
• Confirmation that all key systems were demonstrated (heating, hot water, ventilation, electrics, appliances)
• A record of any snags or concerns raised by the buyer during the demonstration
• Digital signature from both the buyer and the developer's representative
• A signed PDF copy sent to or accessible by the buyer

Without a signed record, a developer has no evidence that a home demonstration took place, or that the buyer was satisfied with what they saw at the time of handover.

9. Keys, fobs, and access credentials

At legal completion, developers must hand over:

• All sets of keys for the property (including any garages, outbuildings, or communal areas)
• Fobs or access cards for communal entrances, car parks, or building management systems
• Any alarm codes or access credentials for intruder alarm systems
• Smart home credentials (if applicable)

10. Homeowner portal access

Increasingly, residential developers provide buyers with access to a digital homeowner portal that gives them permanent access to their documents, guides, and aftercare information. If you operate a homeowner portal, handover is the point at which:

• The buyer's account should be activated and credentials provided
• The buyer should be shown how to access their documents, submit maintenance queries, and find contact information
• Hugo AI or equivalent self-service support should be introduced

Common handover mistakes and how to avoid them

The most common causes of post-handover complaints and disputes relate to one of the following:

• Missing documentation: the HUG, EPC, or warranty pack was not provided at completion, or was not accessible to the buyer when they needed it
• Unsigned inspections: the pre-completion inspection was carried out but not formally signed off, leaving no evidence it happened
• Verbal-only demonstrations: the home demonstration was conducted without a record, so the developer has no evidence of what was covered or what the buyer agreed to
• Defects raised and lost: the buyer reported defects during or after the demonstration, but they were not formally logged, assigned, or tracked
• No central record: documentation is split across email inboxes, shared drives, and paper files, making it impossible to produce a coherent evidence pack if a complaint is raised

Managing handover documentation at scale

For developers completing multiple plots across multiple sites, managing handover documentation manually is both a time burden and a compliance risk. The solution is a platform that:

• Stores all required documents in a plot-specific vault, with mandatory checklist tracking to identify gaps before handover
• Manages the pre-completion inspection with configurable checklists, photo capture, and digital signatures
• Gives buyers access to their documents through a branded homeowner portal, not a shared folder or email attachment
• Carries the record forward into aftercare, so the same evidence base is available when defect disputes arise

Guided Home's Document Management and Inspections & Defects modules are built around exactly this workflow, from pre-completion inspection through to homeowner portal access and ongoing aftercare.