How to report BTO defects to HDB's Building Service Centre (step by step)

Finding defects is only half the job. The other half is reporting them so the Building Service Centre (BSC) can find each one, agree it's a defect and get it fixed. HDB's own guidance is to report all defects within 30 days of key collection, and before your renovation starts. Here's how to do that without losing track.

Why the first month matters

Your new flat has a one-year defects liability period (DLP), counted from key collection. During that year, defects covered by the warranty are repaired by HDB's building contractor at no cost to you.

So why rush? Because once renovation starts, it becomes hard to tell whether a cracked tile or a leak came from the original builder or from your renovation contractor. Report everything first, and you avoid that argument. After the DLP ends, repairs are generally your own cost.

Step 1: Label every defect where it is

Before you write anything down, mark each defect in the flat itself.

• Put a small piece of painter's tape next to each defect and write a number on it: 1, 2, 3 and so on.
• Use one running number for the whole flat, not one per room. "Defect 14" is easier to find than "Bedroom 2, item 3".
• Painter's tape peels off cleanly. Avoid masking tape on fresh paint; it can lift the paint when removed.

The labels matter more than people expect. At the joint inspection, BSC staff and the contractor walk through the flat with your list. A numbered label on the spot saves a lot of "which tile was it again?"

Step 2: Take two photos of each defect

1. A close-up that shows the defect clearly, with the numbered label in the frame.
2. A wider shot that shows where it is in the room (which wall, near which door or window).

For hollow tiles, it helps to outline the hollow area on the tape or with a few small tape strips, because the photo alone can't show a sound. For stains or water marks, a coin or pen next to it gives a sense of size.

Step 3: Write the list room by room

For each defect, note:

• Number (matching the tape label)
• Room (for example, "Bedroom 2, the one next to the common toilet")
• Where exactly (floor, wall, ceiling, door, window; "left of the window, about knee height")
• What's wrong in plain words ("3 hollow floor tiles", "door rubs the frame when closing", "socket loose")

If two bedrooms look the same, say which is which. A simple floor plan with the room names and defect numbers on it removes a lot of confusion, especially if someone else from your household goes to the inspection.

Step 4: Submit to the BSC

Your Welcome Kit from key collection tells you how to submit. Depending on your project, that is usually one of these:

• Online, through the QR code or link in your Welcome Kit, or through HDB's website.
• In person, by handing the defects feedback form to the BSC for your project. The BSC's location is in the Welcome Kit. It's worth picking up a spare form in case you run out of space.

Whichever way you use, keep a copy of what you submitted and note the date. If you add more defects later in the month, submit them too rather than waiting.

Not sure if something counts? Report it anyway and let the BSC decide at the joint inspection. Note that some things are normal and not defects, such as slight colour differences between tiles or timber, and small variations in grout width.

Step 5: The joint inspection

After you submit, the BSC arranges a joint inspection. BSC staff go through your list with you at the flat to confirm each item, and then arrange the repairs with the contractor.

• Leave your tape labels in place until the inspection.
• Bring your list and photos on your phone, so you can show what each item looked like.
• Go through the items in your list's order. Tick off what was accepted and note anything they said isn't a defect, with the reason.
• Turn on your utilities before this, so taps, floor traps and sockets can be tested on the spot.

Step 6: Repairs and the closing inspection

HDB says most defect repairs take less than two weeks; items that need materials ordered can take longer. Once the work is done, there's a closing inspection to check the repairs.

At the closing inspection, check each item against your list and photos. Tap repaired tiles again. Run water into floor traps that were fixed. Open and close repaired doors and windows a few times. Only take off the tape labels once you're happy.

A practical tip: don't hand your only set of keys to the contractor. Arrange access with the BSC, and consider fitting your own lock on the main door or gate during this period.

What if I need to start renovation soon?

If your renovation can't wait, tell the BSC. HDB can rectify defects during or after your renovation, as long as the repairs don't get in the way of your renovation works. Even so, report everything before renovation starts, with photos, so there's a clear record of what was there before your contractor arrived.

Don't forget month 11

Some defects only show up after you've lived in the flat for a while: a ceiling stain after heavy rain, a tile that starts to sound hollow, a window that leaks in a storm. Set a reminder for about month 11 to walk through the flat again and report anything new before the one-year DLP ends. Our DLP one-year check guide covers what to look for.

Quick checklist

• Every defect has a numbered tape label.
• Two photos per defect: close-up with label, and wide shot.
• List with number, room, exact spot and what's wrong.
• Submitted within 30 days of key collection, before renovation starts. Copy and date kept.
• Utilities on before the joint inspection.
• Repairs checked against your photos at the closing inspection.
• Reminder set for month 11.

For what to look for in the first place, see the BTO defect checklist and how to check for hollow tiles.