Reporting snags and issues for homes covered by the New Homes Quality Code

We are committed to providing a robust defects rectification service under the New Homes Quality Code

How we will deal with initial snags and defects

Our team is responsible for providing a robust defects rectification service. We will liaise with our Construction team to ensure that any snags or defects are resolved in a timely manner.

Handover snags

When you complete in your home we aim to have all works fully completed. However, there may be occasions where there are minor snags, which should not delay your completion, but still require resolving.

At completion you will receive a form highlighting any outstanding snags in your home, and when we aim to complete them. The Site Team will be in touch to schedule the completion of these. We aim to conclude all within 30 days, subject to access and materials.

7 Day Visit

We will arrange for our site team to visit you within 7 days of you moving into your new home. On this visit the site team will be able to answer any questions you have about your new home, check progress of the resolution of snags, and also log any defects that you may have found. These will then be logged onto our system and we will look to rectify these within 28 days.

28 Day Call

After 28 days you will receive a call from us to check that the issues outstanding at handover, and those reported in the 7 day visit have been resolved.

Defects Liability Period

Your home benefits from a Defects Liability Period – which last for 2 years form the date you purchased your home. This is provided to resolve any defects occurring in the home due to poor workmanship or materials that become apparent during the defects liability period.

How to report defects

Any defects should be reported via the Bromford Portal, or by telephone at 0330 1234 034.

NB: Any emergences should always be reported via telephone.

On receipt, our team will check that the job qualifies as a defect, they will contact you, and then this will be forwarded to the relevant contractor to schedule and resolve

We aim to conclude all within 30 days, subject to access and materials. However, there are some jobs, classed as an emergency, where a more prompt resolution is needed.

Meet the team

Our team consists of 2 Defect Co-Ordinator’s and a Customer Care Manager who will be happy to assist you.

Gavin Till - Customer Care Manager

Samantha Jane Patterson - Defect Co-ordinator

Victoria Stokes - Defect Co-ordinator

What to do in case of an emergency in your home

If the job is deemed an emergency, please call our contact centre, who provide a 24-hour, 365 days a year response service for emergency repairs.

Emergency Contact Centre - 0330 1234 034

Please only call the number out-of-hours for the following instances:

• Complete failure of the heating system and / or hot water system

• Water leak that cannot be contained

• Complete failure of electrics (first check that the failure has not been caused by the trip switch being activated by a fault on a domestic appliance)

• Flooding caused by blocked drains that threatens to enter the home

• If you suspect a gas leak, call National Gas Emergency Services on their 24-hour free phone telephone number 0800 111 999

• In the event of loss of gas, electricity or water supply, first check it has not been caused by a general failure, or ‘switch off’ in your area before either contacting our customer services team or using your emergency out of hours number

Should your home have a gas, or water leak, you should immediately turn off the supply at the mains.