Welcome to your new home
We hope you enjoy your new home and find everything in good order and working well. We know that sometimes there might be defects with newly built properties, so if you’ve found something that isn’t quite right, here’s some information about what can be done.
What is a defect?
A defect is different from a repair. It usually means there is a premature fault with a component in your home. This could be: door entry systems, heating controls, light switches/fittings, ill-fitted windows and doors etc.
New build properties can have minor marks or blemishes to the finishes and would not be classed as a defect. You may also discover minor cracks to internal walls and ceilings. This is called shrinkage as your property is naturally drying out and is perfectly normal.
We recommend you keep your property well ventilated and at a regular heat throughout the day to reduce the effects of shrinkage.
Defects do not include everyday maintenance, accidental damage, wear and tear or misuse of equipment (please refer to the tenant responsibilities guide).
What is a defects liability period?
New build properties have a ‘defects liability period’ where the builder is liable for rectifying certain faults or problems that occur within this period.
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 inform you of your home’s defects liability period dates on the day you move in.
How do I report a defect?
Please notify us as soon as possible on 0330 1000 272 or email@example.com if you discover a fault within the defects period.
For emergencies we recommend you telephone us rather than email.
Our repairs team will be able to help you overcome the fault trying some simple tasks first. You may be required to provide some photos to support you fault when we send the issue to the builder for consideration.
Depending on the complexity some defects may require parts or further work.
Defects reported for serviceable items must be up to date with their annual serving. You may need to provide service history for items such as:
- MVHR – Mechanical Ventilation Heat Recovery unit
- Water Cylinder/Tank including immersion
- PV Panels
How soon will it be fixed?
There is no fixed timeframe for completion of issues raised to builders due to their third-party arrangements with their sub-contractors.
As a guide, bpha requests that the builder or their sub-contractors contact our customer within 28 days to make an appointment.
All issues that are classified as an emergency will be attended to within 24 hours to contain the issue or attempt rectification if 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. Our Clerk of Works 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 queries or issues you know about, as we are unable to add to the final list after the inspection.
Building Warranty Cover
Our new properties benefit from a home warranty cover. This is typically from NHBC (National House Building Council) or Premier Guarantee.
This warranty usually takes effect the moment bpha takes handover from the builder and will last up to 10 years.
You can to call upon this warranty if there are major system or structural issues after the defects liability period.
bpha may request earlier assistance from the warranty should there be a serious need (e.g. builder not assisting).
For more information on your warranty:
Please speak to Our Customer Service Advisors, your home agent or the sales advisor (if you are a shared owner).
Have your say
It’s really good to hear when we have got things right, please let us know so we can congratulate the employee or representative of bpha and learn from what has gone well.
We do everything we can to ensure you receive excellent customer service and quality products, but sometimes things can go wrong. Please let us know if there’s anything you’re not happy with and we will try to put things right and improve what we do.