Defects in new build homes

What is a defect?

Defects in new build homes are issues that occur as a result of the way the home has been built. This could be due to faulty materials, design or workmanship of the developer. Defects could include:

Windows not opening/closing
Water leak
Doors not locking
Boiler issues or gas leaks

Accidental damage, general wear and tear, or improper property maintenance do not cause defects. Examples of things not classed as defects include:

Damage caused by you or a third party
Hairline cracks
Loss of keys
Dead or dying turf

Your home will be drying out during the first year and shrinkage cracks may appear. This is normal and will be assessed during the inspection at the end of the defects period. To minimise the risk of shrinkage cracks, you should heat your home at a moderate temperature (16-21 degrees) and allow plenty of ventilation.

The defects period

Your newly built home comes with a one-year defects period which lasts for 12 months from when Selwood Housing takes ownership of the home from the developer. During this period the developer takes responsibility for defects.

You should report any suspected defects to us. We will then arrange for the developer to fix the defect within an agreed timescale, depending on the urgency and severity of the problem.

Defect categories

Defects in new build homes are categorised into four categories depending on the impact of the defect and how urgent the need for repair is. Find out more below about the different defect categories and the time it usually takes to resolve them.

Priority 1

Estimated time to resolve: 24 hours

Defects in this category might include:

Uncontrollable water leaks that can’t be controlled by switching off a particular tap or appliance.
The home has no electricity which is not resolved by removing faulty appliances or resetting the trip switch.
No heating or hot water, even after checking for common boiler issues and checking pre-payment metres.
Unable to lock the front or back door.
Toilet blockage and there is no flushing toilet in your home.
Smoke alarm constantly sounding even though batteries in all smoke alarms have been replaced.
Smell of gas. In this case, you should first contact the national gas emergency number on 0800 111 999 before reporting it to us, we may also attend the property if needed.

Priority 2

Estimated time to resolve: within 7 days.

Defects in this category might include:

Containable water leaks that can be controlled by switching off a tap or appliance.
Heating not working in warmer months
The front or back door becoming stiff or more difficult to lock but can still be used.
Toilet blockage where there is another working toilet available in the property.
TV aerial sockets not working.
Unable to establish a broadband connection within the property.

Priority 3

Estimated time to resolve: within one month

Defects in this category might include:

Internal doors dropped or sticking
Guttering/drainpipes lose or in need of fixing
The extractor fan not working
The external light not working
The toilet cistern constantly filling where this can be isolated
Unable to open a window/window stiff
Lose patio slabs
The plug socket doesn’t work

Minor defects

These are minor issues that might be common in a new build property. For example, shrinkage cracks that may occur as a result of the new home drying out in the first year. For these defects, we will usually wait until the defects period ends and pick up these issues at the end of defects inspection. You should contact us about any defects in your new home, and we will advise which category it falls into and if it can wait until the end of defects inspection.

Reporting and resolving defects

Report any suspected defects to us through our request a repair pages, at info@selwoodhousing.com, or by calling us on 01225 715 715. If you are within the defects period, we will then pass this on to the developer.

If the builder needs to return to carry out any repairs or complete items of work. We will:

Arrange for the developer to fix the defects within an agreed timescale, depending on the defect priority category.
Make sure the developer contacts you to make an appointment.
Follow up with you to check that work has been completed to the required standard.

At the end of the defects period

Near the end of the defects period, we will get in touch with you to arrange a visit to your home and inspect for any remaining defects or outstanding items. The developer will then have up to three months to complete any outstanding work.

Once the defects period has ended, Selwood Housing will then take responsibility for any repairs required as part of our standard repairs service and our in-house repairs and maintenance team will carry out the work.

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