Help & Support

• If it’s an emergency, please call us on 0800 652 0898 to make sure we act on it quickly
• You can report a defect by using our chatbot:

• Please send a full description of the issue and always send a photo if it’s possible – the developer will always ask for one
• You can upload pictures or documents by clicking on the paperclip within the chat
• Some repairs will come under warranty:
  - Any warranty that comes with your home will need to be registered by you once you move in. Common warranties are boilers, oven and the hob. 
  - You’ll be asked to get in touch with the warranty provider if you have any issues with the boiler, oven or hob during the defect period.

The timescale for a defect to be repaired would be:

• 24 hours for emergencies – burst pipes / no power etc.  And anything that can cause risk to life
• 7 working days – no heating / toilets not flushing etc
• 28 working days – any other routine repair , doors not shutting,  kitchen cupboards wonky,  bath panel not fitting etc

Not all developers will always get the work done in this time, so you’ll need to let us know if they become overdue.  We’ll then work with the developer to get these jobs booked in. Please don’t approach the developer directly – you’re our customer and it’s our job to look after you and do all the work on your behalf. Once the work's been completed and you’re happy, let us know so we can keep our records as accurate as possible.

• Shared owners and Leaseholders

You’re responsible for repairs on the property after the defect period comes to an end, so you will need to refer to your lease.

• Renters

We’ll pick up repairs that we're responsible for once the defect period comes to an end although your gifted items ( shed, turf and carpets) will be your responsibility to maintain