When you move into a new-build property, you will usually benefit from a defects period. This is normally the first 12 months after the completion of the building, and not from when you move in.

During this period, the developer is responsible for fixing urgent repairs such as:

  • heating or hot water breakdowns
  • electrical faults
  • easing or adjusting doors and windows
  • plumbing repairs.

Non-urgent defects may be attended to at the end of the defects period. Accidental damage or vandalism is not covered by the defects warranty.

During the build process, we carry out thorough checks to identify any build defects. This can be referred to as ‘snagging’. Cosmetic or decorative items not noted during these inspections may not be accepted by the developer.

Reporting a defect

Report a defect

To report defects, please complete our report a defect form. Please provide photos or videos where possible, as this will help us assess the defect you are reporting.

Please do not report defects directly to operatives on site. We want to work with you to fix any problems you're having.

If you need to report an emergency defect, you can contact our Customer Service Team on 0800 169 1122. Outside of office hours this number will divert to our out of hours service.

If you experience any problems with appliances that were in the property when you moved in, please contact the manufacturer directly as these will be covered by a warranty. You'll find the details in your handover pack.

End of defects visit

At the end of the year, we will carry out an end of defects visit with you and the developer. Decorative items including shrinkage cracks will be reviewed at this time, so there is no need to report these earlier. We will advise you which items will be covered by the developer’s defect warranty.

If you are a shared owner, you will be responsible for servicing your heating system. This will be due at the time we carry out the end of defects visit, and not from when you moved into your home.

What about problems after the defects period?

Rented homes

After the defects period you will need to report any repairs to our Customer Services Team. There will be some repairs which are your responsibility. This information can be found in our maintaining your home policy.

Shared ownership homes

If you have any concerns or feel that you may have a hidden defect that is not visible, please contact our Aftercare Team for advice on aftercare@wkha.org.uk. The team will be able to advise if the repair can be reported back to the developer or if it is your responsibility.

New Homes have a 10-year build warranty which covers structural defects. You will find a copy of your warranty certificate in your handover pack. Please note, should you need to make a claim, there may be an excess for you to pay.

Ten year repair offer for shared owners

If you’re a shared owner, you may be eligible for support with certain repairs under the 10-year repair offer.

This scheme helps cover essential repairs to your home that would normally be your responsibility, such as issues with heating systems, windows, or external doors.

Eligibility depends on when you bought your home. Typically, homes purchased under the Shared Ownership model from 2021 onwards may include an ‘initial repair period’ in the lease, which outlines what repairs are covered and for how long.

If you think you might have an eligible claim or want to check your lease details, please contact our Home Ownership team on sales@wkha.org.uk or call 01732 749 900.

Find out more about buying, improving and selling shared ownership homes on the government's website.

General advice and tips

  • Drying out your new home

    During the construction of new homes, lots of water is added by activities such as laying concrete, plastering and painting.

    Construction moisture will steadily dry out, but this takes time. Once you move in, everyday activities also increase the amount of moisture in your home.

    To help your new home dry out at the right pace, you will need to use your heating and ventilation systems:

    • Keep your home heated, especially during colder weather. The average temperature to heat your home during winter is 18-21 Celsius. Heating your home is important to stop a build-up of damp. Make sure you know how to use your heating system, so your home is heated efficiently.
    • Keep trickle vents open
    • Ensure extractor fans are on when showering and your cooker hood is turned on when cooking
    • Open windows in the bathroom to let steamy air out
    • Try to avoid overfilling cupboards and keep furniture away from walls to allow air flow
    • Try to minimise moisture generation, such as avoiding drying clothes indoors, if possible.
    • Wipe any condensation from your windows

    Moisture in New Homes is a good guide for managing the drying out process of your new home.

    If your heating or hot water stops working, please follow these trouble shooting steps:

    • Check the pressure and top up if necessary
    • Bleed radiators
    • Reset the system
    • Refer to manufacturer's website for heating system information.

    If you have any questions or concerns, please contact aftercare@wkha.org.uk. 

     

  • Useful links and videos

    More helpful videos and links are coming soon - stay tuned!

  • Preparing for winter

    Each winter many homes suffer burst pipes causing inconvenience. Burst or frozen pipes are not covered under your defects warranty.

    Taking the following steps will prevent any costly damage caused by burst pipes that West Kent is unable to reimburse you for.

    We recommend you have contents insurance to cover any damage to your possessions caused by burst pipes.

    Mains stopcock

    Locate your stopcock to turn off the water supply to your home, you can usually find it under the kitchen sink. It's a good idea to check the stopcock works correctly and can shut off the water supply. If there's a burst pipe, you'll need to turn it off quickly to prevent water damage in your home. 

    Garden taps

    If you have a garden tap, we recommend turning the stopcock off for this during cold weather, then drain any excess water from the pipe and tap. Garden taps will have their own stopcock, this is usually located under the kitchen sink or in an upstairs airing or boiler cupboard.

    Frozen pipes

    If the pipes in your home freeze, you can thaw them out using warm air or hot water.

    Empty home

    If your home is empty for more than a few days during colder weather, leave your heating on a low level so pipes do not freeze or burst while you're away.

  • Looking after your new garden

    Your new turf will need two to three weeks to re-grow its roots and establish. Try not to walk on it during this time to give it the best opportunity to grow

    Newly laid turf will require a lot of water, but this will depend on the weather. The base of the turf needs to always be damp.

    In dry conditions, your turf will require watering frequently to allow regrowth. If left un-watered the turf may shrink and die around the edges.

    Once the turf has taken root, it can be cut. This should be cut as often as possible but do not cut below 15-20mm, this will help to thicken the lawn.

    If you have a pet, please do not allow them to urinate on the turf as this can cause damage. If this is unavoidable then it is best to dilute any pet urine where possible.

    Regular aeration of the turf will improve airflow and water absorption. This will also help break up soil compaction. This will also help reduce the amount of ponding on the lawn during heavy rain.

    Avoid leaving large items or garden furniture on the new turf.

    Your new garden will also need time to settle, much like your home and you may find that the ground may dip in some places. Regular maintenance will help to keep your new garden in the best condition.

  • Making changes to your new home

    During the defects period, we don’t recommend you carry out any changes to your home or garden, as this may invalidate your warranty period with the developer.

    We also ask that you avoid decorating until the end of defect visit has been carried out. If the developer needs to repair any defects, they will only make good the affected area, in the original paint colour.

    Please check if your home is covered by any covenants which prevent you from making changes to the outside of your home, including front gardens. Should you make any changes which breach a covenant, you may be asked to remove and return to the original design.

    Once the defects period has ended, please complete our home improvement form before carrying out any changes.