Your new build home
Any faults in your new home are often covered by a 'defect period', which typically lasts a year (you'll be able to find this out in your home user guide). If you need to make us aware of a fault in your home, then fill out the 'New Repairs' form. If there is a repair that needs urgent attention, please call the below number. If it is a gas emergency, please call Cadent on: 0800 111 999
Click on the item below to find out whether it's something we'll take care of for you or if it's something you're responsible for.
Electric fixtures and fittings
We will take care of all electrical fixtures and fittings, including extractor fans, sockets, wiring, switches and light fittings.
Please get in touch to discuss any disabled adaptations.
We will regularly clean any communal areas. Cleaning of your home, including shower heads and keeping drains clear is your responsibility.
It’s up to you to arrange testing for your own electrical items.
You are responsible for any domestic appliances that you own, including cookers, fridges, washing machines and dishwashers.
We have a programme of work to maintain kitchen units, worktops, sinks and tiling - that includes full replacements, if required.
We will coordinate several routine inspections. This includes electrical and fire equipment checks, as well as testing for Legionella and other sewage treatment checks.
Bathrooms and toilets
You are responsible for your toilet seats, silicone sealant, towel rails, toilet roll holders, any mirrors, shower curtain/screens and bath panel.
Please see information about blockages below.
Condensation, damp & mould
Mould is mostly caused by moisture from inadequate use of ventilation or heating. It’s up to you to manage any excessive moisture within your home, and regularly clean and wipe away mould.
Find out more about how to combat condensation here.
Drains, sewers and blockages
You’ll need to have a reasonable attempt to clear all blockages. Please don’t throw nappies and wet wipes down the toilet or pour chip fat or oil down your kitchen sink.
We will take care of floor coverings in any communal areas, as well as in your kitchen, utility room and bathroom.
We will repair shower heads and hoses.
Coat hooks, curtains and curtain rails
You are free to put up and maintain coat hooks, curtains and curtain rails and you are responsible for the curtain batons.
You are responsible for any damage caused by you, your family or visitors to your home. Remember, you may be recharged if we have to repair damage to your home.
Your home will be neutrally decorated throughout. Please refer to the inventory provided to you when you moved in.
We will look after the floor structures, including the floorboards and screed coverings
Heating & hot water system
As part of our annual programme, if your heating system breaks down or you need a new one, we’ll take care of it. Whether it’s gas, solar, air source, oil or electric storage heating, we’ll keep them up & running. This also includes any built-in fan heaters and hot water cylinders. We’ll also maintain any heating in communal areas.
We’ll make sure energy meters, flues and meter boxes are easy to access (keeping the area free from overgrown plants, for example). You can also ask us to relight any pilot lights that have gone out, or to give access to certain areas for annual services.
You need to ensure there’s enough fuel or energy supply for heating.
We will replace light bulbs and fluorescent tubes in communal areas when needed. If you’re unable to change lightbulbs inside your home, perhaps due to a disability, you can always ask us.
You are responsible for replacing bulbs and fuses in your home.
Plastering / rendering
If you find large cracks in plaster or render, we'll repair them. If there is a structural issue, we'll involve our insurance company.
We’ll leave any cracks that are under 3mm wide (about the thickness of a £1 coin) to you.
Smoke / heat / CO detectors (domestic)
If your smoke, heat or carbon monoxide detector needs its batteries replacing, it's up to you. It’s up to us to repair and replace any sealed, hardwire smoke detectors too.
It’s up to you to regularly test the batteries in these detectors.
Telephone points / sockets / aerials
It’s up to us to provide and maintain any telephone/aerial points & sockets in communal areas.
You’ll need to maintain any points or sockets that are inside your home.
Estate inspections and clearance
We will monitor and manage any discarded items, including fly-tipping that’s on our land. There may be a charge incurred if this happens.
Fencing and boundaries
You are responsible for maintaining all fencing unless it borders a public footpath.
Garden / grounds maintenance
You are responsible for the general maintenance of your garden.
We will arrange grounds maintenance and gardening in the communal areas.
Our estates team have the tools and will remove graffiti from any buildings on our land. If it’s not Banksy, we will take it off.
Its up to you to repair any sheds.
You’re responsible for your individual washing line.
Doors, hinges, handles and external locks
We are responsible for external doors and fire doors.
You are responsible for internal doors, including hinges and all locks except in the instance of a break-in.
If you lose your keys, it’s up to you to cover the cost of a lock change or a set of new keys.
Gutters and downpipes
We’ll routinely clear out the gutters and downpipes outside your home and repair them if they break.
We are responsible for all maintenance and repairs to lifts.
Paths, steps and roads
Anything to do with existing paths, roads, car parks and steps is our responsibility. That includes repair and replacement.
Upon finding out about structural damage to your home, we’ll carry out an initial investigation and diagnose any problems.
All you’ll need to do in the event of structural damage to your home is to let us know about it.
We’ll carry out repairs to meter box cupboards. For relocation of meters, please contact your service provider.
If there are walls which need repairing, repointing or rebuilding, we will take care of it all.
You don’t have to repair, repoint or rebuild any walls – what a relief!
We will repair any window locks which have broken, whether they’re internal or external. We can also replace window restrictors if required.
If you lose the keys to your window, you’ll need to buy replacement keys or a new lock as required.
We will coordinate any upgrades to cavity wall and loft insulation. We’ll also replace any loft insulation if we removed any, due to a repair.
It's up to you to keep on top of any household pests in your home and garden.
However, if there’s a serious infestation causing damage to your home, like bed bugs or rats, it’s best you ring us.
Similarly, if there’s a pest in a communal area, like rodents, insects or wasps, give us a call.
It is your responsibility to maintain external taps unless they are in a communal area.
Throughout your tenancy, there are bound to be things you’ll want to change, replace or remove. But, before you pick up the hammer and nails, get in touch with us – we will need to provide you with our written consent. If you would like to make a change to your home, you'll need to apply for permission below.
Pets in your home
Before welcoming a new pet into your family, you'll need to ask for our consent. We ask that you consider the impact a pet might have on your neighbours, your home, the animal itself and your finances before you commit.
If you access your home through a communal door, we're sorry but pets are not allowed.
If you share some communal spaces with your neighbours, there are some guidelines you need to be aware of. This is for your safety, and the safety of those around you.
We aim to make it quick and easy for you to have your say about what matters to you, so we can deliver the best possible service. If you’d like to give us feedback on your repair, please visit our feedback page.