When a new property is built, any issues or ‘snags’ are covered under a warranty, and are the responsibility of the building contractor to address. During the warranty period, this will be done free of charge. Our New Homes Services Team is here to help you ensure any issues are resolved.


Warranty period

A newly built home has a 12 month warranty period. This starts on the date the building was handed over to MTVH from the building contractor. During the 12 month period, our team will take responsibility for defects that arise in your new home.

Find the period start date in your Home User Guide. The start date may not be the same as your move-in date.

From years two to ten, your warranty provider (details in your Home User Guide) will take over. They will help you with further defect queries you may have.


What is covered under warranty?

When an issue with the workmanship, or materials or systems used in building a property results in the failure of a component part of a building or structure which causes damage to the property, it is covered under warranty.

Let us know as soon as you identify, so that it can be addressed as soon as possible.

Some of examples of what is covered:

Examples of what is covered



Covered

  • Heating problems
  • Exposed wiring
  • Plumbing
  • Stuck doors
  • Windows that don’t open



Not covered

  • Small cracks
  • Wear and tear
  • Blocked drains

These are the responsibility of the homeowner to repair.

Report a problem covered under warranty

Contact the New Homes Services Team:
Newhomesservices@mtvh.co.uk
or
020 3535 3535
For non-emergency problems, we aim to respond within two working days and rectify the problem within 28 days.


Emergency problems

Problems that are attended to within 24 hours include:

  • Gas leak
  • Failure of heating
  • Electrical failure
  • Blocked drains
  • Security to property

Call us immediately on 020 3535 3535


After the 12 month warranty period

Two months before the defect liability period expires, we’ll be in touch to arrange an end of defects inspection. Together, we will:

  • Clarify any existing defects and agree a list of works to be completed
  • Get in touch with you to arrange a convenient time and date

After this, refer to your warranty provider to cover defects.

If you are a leaseholder, repairs inside your home will then generally be your responsibility.


New build property quality checks

Before you move in, your property is checked a number of times by:

  • Your warranty provider (external)
  • Building regulations (external)
  • Our team

At your home demonstration, we will help you check the property and confirm you are happy with the finish. If there are any issues, our team will make sure these are addressed.