There seems to be a common understanding that the Norwegian construction industry faces challenges concerning the presence of delays and defects in the handover process. However, little research has been found regarding countermeasures to avoid these problems. This paper forms a part of a research project on handover processes in Norwegian construction projects, initiated by the municipality of Trondheim. It is supposed to work as a pilot study for further research, and examines: 1) Consequences of delays and defects, 2) the causes of them and 3) potential countermeasures that can be implemented. The case studied was the expansion of a shopping centre in Norway, a complex project, both structurally and organisationally. In addition to a literature review and a documentation study, nine semi-structured in-depth interviews were conducted. All of the interviews were case-specific, with client, contractor and user representatives respectively. The consequences of delays and defects were severe and resulted in additional costs, lower quality on the final product and psychological strain for the involved actors. Short construction period, diffuse contractual relationships, lack of quality assurance and a high degree of alteration work are found to constitute the most crucial causes. On the basis of the observed challenges different countermeasures are suggested. Building commissioning, realistic project plans, control on deliveries and independent control are recommended as countermeasures. The findings indicate a great potential for improvement by keeping the control throughout the whole project. Further experiments are needed to substantiate the recommendations of this paper. (C) 2016 The Authors. Published by Elsevier Ltd