During the first 12 months after your home was handed over to Hightown, we will be able to arrange for the contractor, who built your home, to fix any defects or emergency repairs. Defects are things like electric sockets not working, the front door is hard to lock or the heating not working.
Once reported to Hightown, the builder will contact you directly to arrange an inspection and fix the fault. These 12 months are known as your 'Defects Period'. It is important to report any defects to Hightown as soon as you notice them, ideally with photos. Depending on the type of defect, some will be left until the end of the defects period. The timeframe for responding to different defects is set out in your Home User Guide.
We would also ask you to refrain from making any alterations within the property, including redecorating, before the end of this period as the building contractor will no longer be responsible for the affected areas or systems. Only after this time are you free to redecorate your home.
After the 12 months of your defects period, Hightown and the building contractor will inspect your home for defects. Prior to your inspection, it may be beneficial to make note of any minor faults as this will help in compiling a list during the inspection. Please note that any minor faults such as cracks wider than a £1 coin will only be fixed at the end of the defects period as the builder may want to ensure that your new build has fully adjusted to being occupied.
In the process of building new homes, a large amount of water is used – this can take a year for the building to completely dry out. During this time, please ventilate your home evenly by keeping trickle vents open and using the extractor fans in the bathroom and kitchen, and warm it gradually. As the building dries out some cracks may form, the contractor is only responsible for repairing cracks wider than a £1 coin. Smaller cracks do not affect the structure and can be filled in when you redecorate after your defects period.
If you need to report a repair, please contact Hightown:
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In Office Hours (Mon-Fri 9.00am- 5.00pm) |
Please advise Hightown on the dedicated repairs line on 01442 292301. Hightown will then forward the details on to the contractor. |
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Online |
Please email us on maintenance.services@hightownha.org.uk OR report repairs on our website at www.hightownha.org.uk |
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You may also be covered for any defects in the 2nd year from build completion by your warranty from a provider such as NHBC. Please make sure you have read the documentation you were given when you moved in which will explain what and how you can report these and keep the certificate in a safe place.
After the two-year Contractor’s Repair Cover is over, you become responsible for repairing any defects in your home. In shared parts of development – I.e. Flat owners include outside and communal areas, please report to Hightown, as it is Hightown's responsibility post the two-year warranty.
