Looking after your home

Support with your new-build home

It’s normal to experience some small issues in newly-built homes, but if you spot bigger problems then we are here to help.

When homes are newly built, it’s normal to experience some issues at first. New homes need time to ‘breathe’ or ‘settle’, so don’t be alarmed if you spot things like hairline cracks, as these are common.

However, some problems are more serious and require further attention – such as issues with the build or quality of your home. These are known as ‘defects’.

If you are concerned about something in your new home, this page can help you decide whether it needs further attention.

We have a dedicated Aftercare team to answer any questions you may have and provide support. You can contact them at aftercare@wcht.org.uk.

Helping your home settle

New-build homes often require time to settle as the house is still drying out, and this can cause some minor issues to happen. Some of the most common are hairline cracks in plaster, or doors and windows becoming harder to open. To help with the settling process, try to keep your house well-ventilated and consistently heated.

Check out our FAQs below to find out more about defects and how to report any concerns.

Have any questions about your new home? Email us now!

Frequently asked questions

What is a defect?

A defect is an issue that’s caused by how the house was built. These can range from design flaws, improper materials used in construction or the workmanship of the construction. Defects are more serious faults than those often caused by houses settling and will need specialist attention.

What is not a defect?

Issues such as cosmetic flaws, problems caused by settlement, damage caused by residents or basic maintenance tasks, for example redecoration and garden maintenance, are not considered defects. If you have an issue that needs a repair but it is not a defect (and your home is covered by our repairs service), please request a repair – call 0800 218 2247, email repairs@wcht.org.uk or raise it through your online account.

What is settlement?

As the property dries out after construction, things move and ‘settle’ into place. For example, doors and windows might be more difficult to open or close as they fit to their frames. Minor cracks can also appear, but it is extremely unlikely they represent any major structural flaws – they can easily be covered up with ordinary filler and a coat of paint.

What is the defects period?

The majority of our new-build homes have a 24-month defect liability period – during this time the developer may be responsible for fixing any defects on your property. However, most defects arise during the first 12 months after construction. As your home nears its first year after completion, we will contact you to arrange an inspection.

Please be aware that the defect liability period starts from the date that the construction works were completed – not from the date that you moved in.

Who attends to defects?

When a defect is reported to us, we will contact the contractor or developer who built the property. They will then send either their own repair team or a sub-contractor to attend the defect, and this should be done within our usual repair response times.

Before reporting a defect:

Check all your user manual guides, including the Home User Guide. Follow any instructions given – you may be able to fix the issue yourself.
Check that there are no local works going on that may affect utilities like gas or electricity.
Try to take a photo of the issue and send it to us.

How do I report a defect?

Report a defect by contacting us at 0800 218 2247 or by emailing repairs@wcht.org.uk.

When will defects be fixed?

Repair times can vary depending on the issue, but usually the repairs will be completed within 28 working days – this may be longer if a specialist part is required.

Your Home User Guide should have further guidance on repair times.

Emergency defects:

Emergency defects are those that can cause:

Risk of injury or serious endangerment to your health
Extensive property damage
Loss of security

To report an emergency defect call us on 0800 218 2247 – please do not email us.

Shared owners and private sales – Building Warranty Insurance Policy information

Once the defect period has ended, you will still be covered by the warranty you were provided with when you bought your home. Warranties usually last a further 10 years after the defect period has ended, but please make sure that you have read and understood your warranty.

If any defects arise during the life of your warranty, you should contact your warranty provider directly. If you no longer have the warranty information, please contact our Aftercare team who will be able to provide you with the details.