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Help with defects

Finding the right person to help

Because there are a range of warranties and protections for your home, there are different people to contact, depending on when you find a defect. There are also changes to the things covered as time goes on.

Who do I contact if there is a defect?

For the first 12 months after your legal completion, our team is responsible for managing any defects that are covered under your warranty. Talk to your Customer Care Surveyor who will let you know whether the defect is covered. If it is, they’ll explain how things will be put right and who will carry out the repair. They will also make sure the work is done.

For the second year of your warranty cover, you should contact the National House Building Council (NHBC) first if you think you may have a defect.The main contractor does not need to return to fix a defect repair in this period, but they may be liable for costs and the warranty provider will decide if this applies to your defect. The warranty provider may be able to appoint someone to complete the repair, where the main contractor is not able to attend.

For the rest of the 10-year warranty period, the warranty provider will take over. Check your warranty policy, and the warranty provider website for more information about who to contact. Please see your Home User Guide for advice about where to best direct your enquiry.

If you have problems, there is a warranty provider resolution service to support you. Contact us on 020 8607 0550 for more information.

How long will it take to fix my defect? 

This will depend on how urgent your issue is. Once you’ve reported my defect and we’ve checked it, our contractors normally aim to respond to: 

If the main contractor is not able to meet these timeframes, we will find an alternative contractor or solution to make sure the defect is fixed for you.

At the moment, we are having to take extra precautions to protect our customers and teams from Covid-19. This means some things are taking longer than usual. Please bear with us, and check our Covid-19 updates.

For reporting repairs contact 0300 456 2929 or 020 3535 3535.


Read our Customer Care Charter

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