Reporting a defect in my new build home
If it’s an emergency, please call us on 0800 652 0898 to make sure we act on it quickly.
- 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.
You can raise a defect by logging into your online account.
- Once logged in, select 'Manage repairs' and 'Report a repair'
- Select your property or your block/building and click 'Continue'
- You'll be asked if the defect is an emergency, if it is, please call us on 0800 652 0898. If it isn't click 'No'
- The reporting tool will appear, and allow you to select Defects icon
- Click through to this section, where you can select the location of your defect
- You’ll need to let us know what the defect is and provide as much relevant information as you can in under 150 characters. You won't be able to continue until this is completed
- Click on Continue and then Submit repair - please note you can only submit 1 defect at a time
- A case will then be raised, here’s where you’ll need to upload photos of the defect
- Once raised, our development team will let you know if it's a defect that the developer will accept or not
- If accepted as a defect we’ll send it over to the developer, who will make access arrangements directly with you
- If we don’t accept it, we’ll be in touch with you to let you know and explain why
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.
To help make settling into your new VIVID home nice and easy, we've put this video together to let you know a bit more about the defect process. Our newly built homes come with a 12-month defect period in case there's a few repairs outstanding when you move in.
