How we can help you when you move in

We're here to support you with the move into your new home and make the process as smooth as possible.

Our dedicated team is here to help you with any issues that may occur during your home's defect period - that's the two years from when the building was completed.

What to expect when you move into a new home:

New home demonstration

One of our team members will typically get in touch with you in the first two days of you moving in to arrange a home demonstration. This session is designed to help you understand how things like the heating and hot water system work, and where to find the meters.

Quality checks

Before we give you the keys to your new home, we check the quality of your property and make sure that any issues are fixed. However, sometimes issues, known as defects or snags, appear after you've moved in. If this happens, we'll assess the issue and let you know how long it will take us to sort it.

As part of the warranty on your new home, you have 24 months from when the builder hands the property over to us (often referred to as Practical Completion) to report any defects. You can find out more about the defect liability period (DLP) in your Home User Guide.

What is a defect?

A defect in a new home is a fault or issue that affects the quality, safety or functionality of the property and has been caused by the way the property has been built. It includes things like windows or doors not closing properly, major cracks to the outside of the building or leaks. 

If you spot something you think is a defect, you should report it immediately to prevent any long-term damage.

Common defects include:

  • Kitchen units that have dropped naturally at the hinges
  • Toilet not flushing
  • Loose taps
  • No heating
  • No hot water
  • Door-entry system not working
  • Ventilation system not working
  • Large cracks (wider than a £1 coin) on stairs or where walls meet windows, doorframes and skirting boards
  • There may be other types of defects depending on your building.

Defects do not include:

  • Kitchen units that have come away at the hinges due to mistreatment
  • Toilets blocked as a result of wet wipes, nappies, sanitary towels and other items being flushed down them
  • Damage caused by misuse or vandalism
  • TV or set-top box not working when all other TVs in the building are working
  • Small cracks that can be painted over. (As your new home is lived in and heated, the building fabric – the bricks, plaster and woodwork – will shrink. This may cause small cracks on walls, ceilings and at the joints of skirting boards. These cracks are not structurally significant and can be put right in the normal process of redecoration. Because such minor cracks are inevitable, these are not considered to be defects).

How to report a defect

If you moved into your home before February 2024

If you moved into your home after February 2024


If you have an emergency 


  • Please call the Contact Centre on 0300 124 3456. If the call centre is closed, you will be diverted to our emergency service.

  • Please do not use clixifix® or the web form in an emergency.


When will I be able to move into my new home?

This depends on when the building work is completed and the dates can often change. We’ll let you know as soon as we can.

How will I get my keys and what will happen on the day I'm due to move in?

A member of our team will contact you to let you know how you’ll receive your keys. They may post them to you or hand them over in person, depending on what you’ve arranged.

They’ll also give you a moving-in date and tell you about any parking restrictions that might impact where your removal van can park. If the building has a concierge, we’ll let them know when you’re moving in and they’ll do what they can to make sure your move goes smoothly.

What happens once I've moved in?

A member of our team will contact you to arrange a home demonstration to show you how things like the heating works and where the meters and communal bins are. The demo usually takes between 45 minutes to an hour.

They’ll also provide manuals and explain anything you need help with. Please refer to your manuals first as everything about your new home is documented there.

What if I haven't been contacted about a home demonstration?

Please fill out the form below and select the home demonstration option. We’ll be in touch within two working days to schedule an appointment.

How do I set up my utilities?

During your home demonstration, one of our team members will tell you who supplies utilities to your home. You should also be able to find this information in your new home guide.

Please set up accounts for things like council tax, water, gas, electric and internet as soon as possible. You can do this online on the individual providers' websites or by calling them directly.

What's considered a defect in a new build home?

A defect in a new build home refers to any faults or issues that affect the quality, safety, or functionality of the property.

How long is the defect liability period?

It typically lasts between 12 and 24 months after all building work is finished. During this time, the company that built the property is responsible for addressing certain defects. Don’t worry though, you don’t need to organise this yourself. Our Customer Care Team will help you. 

How do I report a defect?

You should follow the process outlined in your purchase agreement or report it to our New Homes Customer Care Team straight away.

If you moved into your home after February 2024, enter the details of the defect at

If you moved in before February 2024, please fill out your contact information here and include as much detail about the defect as possible. If you'd prefer to speak to someone in person, call our Contact Centre on 0300 123 3456.

Who's responsible for addressing cosmetic issues?

We look at each issue on a case-by-case basis. However, the company that built the property is generally responsible for dealing with both structural and cosmetic defects during the defect liability period.

What documentation should I provide when reporting a defect?

You’ll need to provide a detailed description of the defect and attach any photographs or relevant documents that support your claim.

How long does it take to resolve a defect?

Timelines vary, but we typically aim to address and resolve defects as we can after they are reported.

Find out more about usual timescales


Who will cover the cost of fixing defects?

During the defect liability period, the company that built the property is responsible for covering the costs of fixing any defects. 

Can I hire my own contractor to address the defects and if I do, can I be reimbursed?

You should talk to us before hiring your own contractor. In many cases, the company that built the property will arrange and cover the costs of repairs.

How does the process work for resolving structural defects versus cosmetic issues?

The process for determining and resolving all defects within the first two years is the same whether they’re structural or cosmetic. Once you’ve reported an issue, a member of the New Homes Customer Care team will assess the issue, decide what needs doing and let you know what will happen next.

I have reported the defect, what happens next?

Once you’ve reported a defect, we may contact you for more details. We need to make sure we properly understand the problem so we can find the right person to help. We may ask for pictures or videos to help us assess the situation and decide how urgent it is.

We’ll then pass the details over to the developer who’ll contact you to arrange a convenient time to try to resolve the issue.

We do our best to make sure work is carried out within the agreed timescales. We speak to the developers every week and aim to report back to you regularly. In cases where the developer is unable to complete the required work within the agreed timescales, we may consider instructing an alternative contractor at no additional cost to you. Your satisfaction is our top priority, and we’re committed to resolving any concerns promptly and efficiently.

Reporting an emergency defect repair

If you are without power, experiencing a total loss of heating during winter months, have no water or have identified a defect that’s causing danger, please call our emergency line.

Do not report an emergency defect online or by email. Please call us on 0300 123 3456. If the main Contact Centre is closed, you’ll be automatically diverted to our out-of-hours emergency service.

End of defect inspection

At the end of the defect liability period (DLP) it’s important to have an end of defect (EoD) inspection so that any ongoing defects can be sorted.

A member of our team will contact you to arrange the inspection.

What happens if I discover a defect 24 months after my home was built or I need to report a repair?

The first thing to do is to check if your home is still in the defect liability period. You can find out more about this, and how to report a defect within the liability period, in the Reporting a Defect section above.

If your new home is out of the defect warranty period, please call our Contact Centre on 0300 123 3456 or request a repair online.

Raising a complaint

In the rare event that we haven’t been able to resolve your query to your satisfaction, please send an email to our New Homes Customer Care Complaint Team and we’ll do our best to make sure your concerns are resolved satisfactorily.

Make a complaint

Read our policies

Download our

New Homes Customer Care and Defects Management Policy

Download our

Complaints Policy