What to expect and how we support you
Buying a new home is an exciting moment. We want you to feel supported not just on the day you get your keys, but afterwards too.
That’s where aftercare comes in.
Understanding how aftercare works will help you keep your home in great condition and get any problems sorted as quickly as possible.
What is the aftercare period?
The aftercare period is the time after you move into your new home when the builder is still responsible for fixing certain issues, known as defects.
This usually lasts for 12 months from when your home was completed. You can find the exact details in your homeowner guide.
During this time, it’s important to report any problems with how your home has been built or finished so they can be checked and, if needed, fixed.
What counts as a defect?
A defect is usually something that has not been built or installed properly.
Common examples include:
- Doors or windows that do not open or close properly
- Leaks or issues with plumbing or electrics
- Problems with heating or ventilation systems
It’s also normal for some small changes to happen in a new home. For example, tiny cracks can appear as the building settles. These are expected and are not usually classed as defects.
What is not covered?
Not everything is included in aftercare.
This usually does not cover:
- General wear and tear
- Damage from day to day living or accidents
- Issues caused by DIY work or changes you have made
- Routine maintenance, like adjusting doors or changing light bulbs
Your homeowner guide or handover pack will explain this in more detail.
What should you do?
If you notice a problem during your aftercare period, let us know as soon as possible.
Reporting issues early helps us fix them quickly and keeps your home in the best condition.
We’re here to help
We want you to enjoy your new home and feel confident that support is there when you need it.
If you are unsure about anything or need to report a problem, please get in touch with our team.