Report a defect to my new build home

If your home was built within the last year and has a problem, repairs to your property are known as defect repairs.

Report a defect for new build homes

If you live in a newly-built home, repairs to your property are known as defect repairs. 

If your home was built within the last year and has a problem, you can complete the form below to report the issue.

It is helpful for us if you can attach photographs of the issue or affected area so we can determine the best course of action to take. 

All defect repairs are carried out by the company who built your new home. 

Examples of non-emergency defects (faults) your property may have include:

  • Shower screen leaking
  • Faulty bathroom sealant
  • Problems with light fittings and sockets
  • Faulty taps
  • Problems with an electric shower
  • Door easing or sticking issues
  • External lighting not working.

The following are examples of issues that wouldn’t be classed as defects:

  • Issues caused by alterations you have carried out (e.g a leak occuring after a customer installed their own shower screen)
  • Waterlogged gardens caused by customers’ alterations or not following maintenance advice
  • Drain blockages caused by misuse or not following maintenance advice
  • Damage to the property, either malicious or accidental.

Issues that aren’t classed as defects wouldn’t be the responsibility of us or the developer to repair and would be up to you as homeowner or occupier to maintain.

What if I have an emergency defect repair?

An emergency repair is required for an issue that presents an immediate danger to your health or the public’s safety. It could also be a security issue or a problem that may lead to serious damage to the property.

If you have an emergency during normal working hours (9am to 5pm)
Please call us on 0800 111 4013 and select option 1 followed by option 2.

If your emergency occurs out of hours (between 5pm and 9am)
Please call our repair contractor on 0800 111 4013 and select option 1.

If you suspect a gas leak at any time of the day or night
Please call the National Gas Emergency Service on 0800 111 999.

Cosmetic defects

Some defects are defined as ‘cosmetic’. All cosmetic defects will be recorded and reviewed. Any cosmetic defect reports that are accepted will be addressed by the developer following the End of Defect Inspection.

Cosmetic defect repairs may include:

  • Scratches and minor damage to walls, doors and windows etc that were recorded at the point of handover from the developer to Amplius
  • Excessive cracking to plasterwork (those wider than a £1 coin).

Report a non-emergency defect in your new home

Submissions with limited detail will incur delays in processing. Please ensure you include specific details of the issue and include photos where appropriate, so we can determine the best course of action to take.


Are you a former Longhurst Group customer or a Grand Union customer? *

Not sure

Call 0800 111 4013 and we’ll be able to help.

Grand Union

Please head to the former Grand Union website.

Is your home within its defect period? *

Please submit a defect form

If your home is at the end of the defect period and has a problem, you can report the defects here.

Please call us

Call 0800 111 4013 and we’ll be able to help.

Declaration

Defect repairs are repairs within new build homes that are the responsibility of the Developer to remedy. When triaging reported issues, the Aftercare Team will consult the relevant new build warranty and records kept during the build process to establish if the report is valid. 

Once submitted to the Developer, they will contact you directly to arrange for any works to be completed. The Aftercare Team will be in regular contact with the Developer to ensure works are completed. Once they have confirmation of this, the Aftercare Team will be in contact with you to verify.  

Please confirm you have read the above declaration *
Where is the repair needed?

Please call us

Please call us to establish if this is the Developer’s responsibility. Call 0800 111 4013 to discuss your repair.

Please call us

It appears the repair required is not listed above and may be more complex. Call 0800 111 4013 to discuss your repair.

Please call us

It appears the repair required is not listed above and may be more complex. Call 0800 111 4013 to discuss your repair.

Has the leak caused a flood?

Call us

Turn off your water at the stop tap and/or call us. This is an emergency.

Call 0800 111 4013 to report this issue.

What tap is leaking?

Call us

This is an emergency.

Call 0800 111 4013 to report this issue.

Is the water clear?

Call us

This is urgent.

Call 0800 111 4013 to report this issue.

Is the boiler electric or gas?

Call us

This is urgent. Call us on 0800 111 4013 to report this issue.

Is liquid coming back up through your drains or sinks?

Call us

This is urgent. Call 0800 111 4013 to report this issue.

Please read our what not to flush fact sheet.

You'll be asked to confirm you have tried to unblock your drain/sink and are confident it isn't misuse, otherwise a recharge may be incurred

Do you have another toilet in the property?
Is your shower over a bath?
Have you checked that your stop tap is turned on?

Thank you

Please check your stop tap before continuing with the form.

Have you contacted your water supplier?

Call us

Call 0800 111 4013 to discuss your repair.

Please call your water supplier

Please call your water supplier in the first instance as they are responsible for the supply to your home.

If you need to speak to one of our colleagues, please call us on 0800 111 4013

What kind of heating do you have?
Where has there been the loss of hot water?

Not sure

Call 0800 111 4013 and we’ll be able to help.

Not sure

Call 0800 111 4013 and we’ll be able to help.

Call us

This is urgent. Call 0800 111 4013 to report this issue.

Please describe your shower

Please call us

This is urgent. Call 0800 111 4013 to report this issue.

What kind of heating do you have?
Are the thermostatic radiator valves (TRV) to the radiators turned to an appropriate level?

Not sure

Call 0800 111 4013 and we’ll be able to help.

Thank you

Please check the thermostatic radiator valves are turned on to the appropriate level.

Is the pressure gauge in normal range (typically 1-1.5 bar)?

Low pressure

Please re-pressurise the system via the filling loop.

High pressure

Please bleed your radiators.

Are the radiators heating up?

Thank you

Please check the TRVs (dials on the radiators) are turned on before report the defect.

Have you lost all power to your home?
Do your neighbours have power?

Contact your energy supplier

There may be a power outage in your area. Please contact your energy supplier as they are responsible for the supply of electricity to your home.

Have any switches tripped in your consumer unit (your 'fusebox' or 'circuit breaker')?
Is it a double or single socket?

Test your appliances

  • Disconnect all appliances
  • Check consumer unit/fusebox again and turn all switches on this back on
  • One by one, plug in and turn on each appliance
  • If the electric trips again, it’s likely to be the last appliance you plugged in, or the socket itself
  • Try a different appliance in this socket and if it doesn’t trip, the previous appliance was faulty.

Is the repair required for the shower head/hose?

Customer responsibility

Shower heads and hoses are your responsibility so you will need to replace this.

Is your shower over a bath?
Is the plaster cracked?

Cracked plaster

New build properties are prone to cracking and nail pops as the property settles and dries out.

This is completely normal.

These are your responsibility unless the crack is wider than a £1 coin or nail pops are excessive.

I would like to continue with reporting a defect
Is the door internal or external?
Can the door be secured?

Call us

This is an emergency.

Call 0800 111 4013 to report this issue.

Fences and gates

Fences and gates are prone to some warping and cracking due to the natural material used. Minor cracking or warping reported will be reviewed in accordance to our records, collected during the build and formal snagging process. Any items not previously documented are likely to be rejected.

I have read the above statement *
Are the pests in your loft?

Call us

Call 0800 111 4013 to discuss.

Customer responsibility

Pest issues that aren’t in a loft are your responsibility so you will need to arrange your own pest control.

How large is the area requiring repair?

Kitchen cabinets

Any reports relating to scuffs, marks, scratches etc. will be reviewed in accordance to our records, collected during the build and formal snagging process. Any items not previously documented are likely to be rejected.

How would you describe the garden issue
Is the issue withing 3 meters of the read of the house?

Waterlogging

All gardens have been prepared in line with the relevant new build warranty guidelines which have been signed off by relevant parties. New build gardens will need care and attention to ensure they establish correctly.

To maintain a healthy and even lawn, regular upkeep is essential.

  • Aeration – Helps relieve soil compaction and improves root growth.
  • Feeding/Fertilisation – Provides essential nutrients for strong, even growth.
  • Watering – Consistent watering is important, particularly in dry weather, to prevent patchiness.
  • General Upkeep – Regular mowing and maintenance help ensure a uniform appearance.

Uneven ground

All gardens have been prepared in line with the relevant new build warranty guidelines which have been signed off by relevant parties. New build gardens will need care and attention to ensure they establish correctly.

To maintain a healthy and even lawn, regular upkeep is essential.

  • Aeration – Helps relieve soil compaction and improves root growth.
  • Feeding/Fertilisation – Provides essential nutrients for strong, even growth.
  • Watering – Consistent watering is important, particularly in dry weather, to prevent patchiness.
  • General Upkeep – Regular mowing and maintenance help ensure a uniform appearance.

Turf

All gardens have been prepared in line with the relevant new build warranty guidelines which have been signed off by relevant parties. New build gardens will need care and attention to ensure they establish correctly.

To maintain a healthy and even lawn, regular upkeep is essential.

  • Aeration – Helps relieve soil compaction and improves root growth.
  • Feeding/Fertilisation – Provides essential nutrients for strong, even growth.
  • Watering – Consistent watering is important, particularly in dry weather, to prevent patchiness.
  • General Upkeep – Regular mowing and maintenance help ensure a uniform appearance.

Further information about the repair

Please don't add more than five attachments to your completed form. Files should be no bigger than 3MB, otherwise your form won't be submitted.

Your details

If we need to contact you for further information on the repair, please select your preferred method(s) of contact below
When is it best to contact you if we need further information on the repair? Please select all that apply
We'll send the defect to the developer and they will be in contact to arrange an appointment. Are there any days during the week that you'd like them to try and avoid? Please select all that apply
What times during the day work best for you? Please select all that apply
I accept that more information may be required and that failure to provide the correct information including necessary pictures will delay the processing of my report. *