So, you've been in your new build property for a few days, and you've noticed a few issues, could it be a defect, or something easily sorted with a quick look at our guide online or a discussion with our Customer Service Team? 

New build repairs during the initial defect period:

Your new-build property will come with an initial defects period usually for 12 months from the date your property was handed over from the builders to Alliance Homes (the date this cover runs out for your property will be detailed in your handover pack). 

A defect is a fault in the workmanship or construction of a new build property, or a fault in the installation or manufacturing of items and equipment which form part of the property construction. Accidental damage, vandalism or minor shrinkage and cracking within the drying out period are not classed as defects.  

There will always be some variation in the finished appearance of different properties and between parts of the same property. Slight variations are normal, this is because of the nature of the materials and the ways they are applied. 

There are also tolerances and parameters set out by the National House Building Council (NHBC) which define what it and isn't a defect. For further information please visit the NHBC website.

How do I report a defect?

If you notice a defect within your initial defects period, please contact the Alliance Homes Customer Contact Team (ACT) on 03000 120 120 between 9am-5pm Monday to Friday or alternately email ACT@alliancehomes.org.uk. You’ll need to give ACT as much information as possible, including:

  • Your name and address
  • Your contact details
  • A clear description of the defect or fault
  • Photographic evidence of the defect or fault
  • Where the defect or fault is and how long it has been present.

All defects must be reported directly to our Customer Contact Team, not to the builder’s site team or any other member of staff. It’s important we monitor and keep correct records of all defects, and that only work we authorise is carried out to your property.

How do I report an emergency?

If you are experiencing a fault that could put your health at risk or cause detrimental damage to your property, please call the number above to access our 24 hour emergency repairs service. Our out of hours service will normally ‘make safe’ the issue temporarily, until a permanent fix can be arranged. Call out fee’s will be applied.

If you smell gas, you should call the National Grid Emergency Service Line on 0800 111 999. They will come and investigate the issue free of charge.

How soon will the issue be resolved?

When you report a defect to us, we will give you a timescale of when you can expect to hear from the builder. The priority of the job will depend on the defect type. For example, a security issue would be treated more urgently over a dripping tap. 

Please note that we are not responsible for all repairs that occur in your new home within the initial defects warranty period. As the resident/homeowner you are obliged to carry out certain maintenance yourself. 

New build structural warranty:

In additional to your initial defects period, your property will also come with an NHBC or equivalent structural warranty. They operate under the Consumer Code for Home Builders and all follow fairly similar principles. Your home will have been inspected in accordance with your building warranty guideline, and to meet building control requirements.

For rented customers, we hold a copy your structural warranty. Please contact ACT to report any repairs.

For shared owners, a copy of your structural warranty can be found in your Handover Pack left in your property. You will need to seek our permission to proceed with any claim.

Your structural warranty lasts for 10 or 12 years since first registration (depending on provider) and typically covers the following:

  • Foundations
  • Load bearing walls
  • Non load bearing walls
  • Wet applied wall plaster
  • External render and external vertical tile hanging
  • Load bearing parts of the roof
  • Roof coverings
  • Ceilings
  • Load bearing parts of the floors
  • Staircases and internal floor decking and screeds where these fail to support normal loads
  • Retaining walls necessary for the structural stability of the property, its garage or other permanent outbuilding
  • Double glazing or triple glazing panes to external windows and doors
  • Below ground drainage.

There are certain conditions, limits and exclusions that apply, which you will find explained in the full policy document or by visiting your structural warranty providers’ website.

There is usually an excess or minimum a claim under a structural warranty.

For guidance on NHBC’s acceptable tolerances for some of the most common internal finishes, please visit the NHBC website.