Defects
Welcome to your new home
We hope you enjoy your new home and everything is in good order and working well. We know that sometimes there can be imperfections with newly built properties, so if you’ve found something that isn’t quite right, here’s some information about what can be done.
Guides and walkthroughs
If you’ve just moved into a newly built home with bpha and feel that there’s something not quite right, it could be a simple fix that you can do yourself.
What is a defect?
A defect is different from a repair. It usually means there is an early fault with a part of your home. This could be door entry systems, heating controls, light switches/fittings, or how the windows and doors have been fitted, etc.
New build properties have a ‘defects liability period’ where the builder is responsible for correcting certain faults or problems that happen within a set time.
The defects liability period is typically 12 months and starts from the date the property is handed over to bpha from the builder. The period does not start the day you move into your new home as bpha may have taken the property earlier than the date you move in.
We will let you know your home’s defects liability period dates on the day you move in.
Defects do not include everyday maintenance, accidental damage, wear and tear or misuse of equipment. You can find out more about repairing, maintaining and improving your home below.
New build properties can have minor marks to the finishes and are not classed as a defect. You may also discover small cracks to internal walls and ceilings. This is called shrinkage, and it happens as your property naturally dries out. It’s a completely normal part of the settling process.
We recommend you keep your property well-ventilated and at a consistent temperature throughout the day to reduce the effects of shrinkage.
How do I report a defect?
To report a defect within your defects period, please email repairs@bpha.org.uk or call us on 0330 1000 272 as soon as possible.
For emergencies we recommend you telephone us rather than email.
Our repairs team will be able to help you fix the fault by asking you to try some simple tasks first. You may be asked to provide photos to help us, and the builder, fix the fault.
Depending on the difficulty, some defects may require parts or extra work.
Defects reported for some specific items must be up to date with their annual servicing. You may need to provide service history for items such as:
- Boiler
- MVHR – Mechanical Ventilation Heat Recovery unit
- ASHP – Air Source Heat Pump
- Water Cylinder/Tank including immersion
- PV Panels.
How soon will it be fixed?
As the issues will need to be fixed by the builders and other third parties, we are unfortunately not able to give you a set timeline.
Once the builder has accepted the fault as a defect, bpha asks that the builder or their sub-contractors contact customers within 28 days to make an appointment.
All issues that are classified as an emergency will be visited within 24 hours to contain the issue or attempt a fix where possible.
What happens at the end of the defect liability period?
At the end of the defects liability period, we will carry out a final inspection of your home. We will write to you with dates and times of the inspections (usually a month before the expiry date of the defects liability period).
Before the visit, you might want to make a list of any questions you have, or issues you know about, as we are unable to add to the final list after the inspection.
