New build repairs during the defect period | How to report a defect with my new build home | I need to report an emergency | How quickly will you fix my problem? | Repair responsibilities | Property warranty policy | Appliance guarantees for homeowners
New build repairs during the defect period
Repairs that occur in your new-build Hyde home are covered by a defect 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.
How do I report a defect with my new build home?
You can report a repair by phoning the Product Quality Team on 0800 0285393 between 9am-5pm Monday to Friday or alternatively email [email protected]. 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? |
Is Hyde responsible? |
Am I responsible? |
|
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.
Your new home property warranty policy
A structural guarantee is provided usually by the NHBC, Premier or LABC. Please note that this covers specific items only and details can be found on their websites.
For rented tenants, we hold this document. Please report any repairs with our customer services team - report a repair.
For shared owners, and leaseholders, the warranty and details of cover would have been provided to you by your solicitors on legal completion of your home. If you are a shared owner under the policy you will need to contact us and seek our permission to proceed with any claim.
Your home will have been inspected in accordance with your building warranty guideline, and to meet building control requirements. General information on consistent approach to finishes can be found on their website.
If you wish to make a claim you can find information on the claims process and what is covered in your policy documentation or via their websites:
NHBC website: https://www.nhbc.co.uk/homeowners/claims
PREMIER website: https://www.premierguarantee.com/homeowners/make-a-claim/
LABC website: https://www.labcwarranty.co.uk/homeowners/make-a-claim/
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.