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New build repairs during the warranty period

Repairs that occur in your new-build Hyde home are covered by a warranty period; the expiry date is detailed in your home user guide.

Repairs are faults that occur due to poor materials, design, workmanship and any electrical and plumbing faults. Accidental damage, vandalism or minor shrinkage and cracking within the drying out period are not classed as repairs. Find out more about repairs responsibilities.

How to report a repair in the warranty period

You can report a repair by phoning the Product Quality Team on 0800 0285393 between 9am-5pm Monday to Friday or alternatively email productquality@hyde-housing.co.uk. The Product Quality team will need to know:

  • Your name and address
  • Telephone number(s)
  • A clear description of the problem or fault
  • Where the problem is

I need to report an emergency

Emergency repairs should always be reported by phone. Please use the contact number above to access our 24 hour emergency repairs service. Our out of hours service would normally provide a 'make-safe' option until a permanent fix can be arranged.

What is an emergency?

An emergency is a fault that could put your health at risk or could damage the property further, eg total loss of power, burst pipes.

I can smell gas

Find out what to do if you can smell gas.

How quickly will you fix my problem?

Find out about our target response times. However there may be instances where parts are required and therefore the target date may need to be extended.

Repair responsibilities

Please note that we are not responsible for all repairs that occur in your new home within the warranty period. As the resident/owner you are obliged to carry out regular maintenance to your property.

Below is a list of common repairs with a remit of responsibility.

What is the fault?

Landlord

Tenant

Any faults with white goods (fridge, freezers, oven and Hobs)

 

Yes (manufacturers warranty)

Loose toilet seat

 

Yes

Hairline cracks in wall

 

Yes

Changing light bulbs

 

Yes

Top up pressure to boiler

 

Yes

Radiators bleeding

 

Yes

Cleaning MVHR filters

 

Yes

Damaged blinds/battens

 

Yes

Changing batteries to thermostat

 

Yes

Entrance fobs not activating

 

Yes

Changing batteries to heat detectors and smoke alarms

 

Yes

Windows/doors not opening correctly

Yes

 

Leak from white good appliances

 

Yes

Cosmetic damage such as scratches, chips and marks

 

Yes

Repairs required as a result of weather ie storm damage.

 

Yes

Lost or broken keys

 

Yes

Loss of electrical supply (please ascertain MCB switched on and not a faulty appliance causing issue)

Yes

 

Loose handle to doors and window

Yes

 

Loss of heating and hot water

Yes

 

Easing and adjusting of front entrance and patio doors

Yes

 

Any type of water ingress around doors or windows

Yes

 

Toilet water continuously running

Yes

 

Loss of TV reception due to communal aerial connection

Yes

 

Connection of slave sockets in property

 

Yes

Water leaks from pipework

Yes

 

Blockages to the drainage system caused by the inappropriate disposal of waste

 

Yes

You can find out more about landlord and tenant repairs responsibilities.

NHBC guarantees

A 12 year structural guarantee is provided by the NHBC. Please note that this covers specific items only. If you need to submit a claim, please contact us in the first instance.

For rented tenants, Hyde holds this document.

For shared owners, and leaseholders, the NHBC guarantee would have been provided to you by your solicitors on legal completion of your home.

Your home will have been inspected in accordance with the NHBC guideline. Read general information on a consistent approach to finishes on the NHBC website.

Appliance guarantees for homeowners

Your home may have been purchased with some or all of the following:

  • oven
  • hob
  • extractor
  • washer/dryer
  • fridge/freezer
  • microwave

Guarantees will have been given to you on moving into your new home, you should retain these in a safe place in case you need to refer to them. You will need to register your appliances directly with the relevant manufacturer once you move into your new home.

If your appliances breakdown, you should contact the manufacturer as per your warranty.

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