If there's a defect with your new home:
- Email firstname.lastname@example.org
- Call us on 0800 783 2159 (select option 3) during office hours
- For out-of-hours emergencies, call 0800 316 9880
If there's something wrong in your new home and it was finished less than 24 months ago, please let us know as soon as possible so that we can fix it.
Your new home has what's known as a "defect period" of between 12 and 24 months after it's completed. After this, you'll need to arrange for repairs yourself.
What's a defect?
A defect is anything that's caused by poor workmanship, faulty equipment or materials. Defects include:
- Faulty window or door locks
- Leaking pipes
- Faulty electrics
- Heating failure
Things not considered defects are:
- The very fine cracks which often appear after walls are plastered which are a part of the normal process of the building drying out
- Damage caused by you using your home
- Blown light bulbs
- Flat batteries in smoke alarms, carbon monoxide detectors and heating programmers
After the defect period is over
If your home is damaged after 24 months because of poor building work, any repairs could be covered by your new-build warranty and Buildmark insurance. This is usually valid for 10 years after your home was built.
You can find out more and make a claim on the NHBC website.