Defects and Repairs
Defects are items that affect the health and safety, security or comfort of the resident, anything else would not be considered a defect and so would be your responsibility to resolve.
Defects and Repairs
Defects that occur in the first twelve months after a property has been built are covered under warranty by the building contractor.
After the defect liability period has expired, repairs will be completed by Great Places.
Please note that minor items such as damage, scuffs, chips and scratches are not considered defects unless they were raised on the day you moved in.
If a defect arises, please check the operating manuals and the relevant sections in this guide to try and rectify the issue. If you are still experiencing a problem, then please report the repair to the Hub at www.greatplaces.org.uk or by calling 0300 123 1966.
Please note abortive call out costs may be charged if the problem reported is deemed a non-defect.
There are two types of repairs - emergency and non-emergency - and it’s important that you are able to distinguish between the two as if you report a non-emergency repair as an emergency you could be liable for a call out charge.
Defects reported are categorised and responded to as follows
Emergency repairs (same day response):
Anything that may cause danger or potential danger to you or the public. Such as:
- Collapsing or dangerous structures
- Gas leaks, serious electrical faults or fire hazards
- Burst water mains and sewage escape
- No heating or hot water in winter
- Leaks which cannot be contained
- Doors not locking.
Urgent repairs (one to seven working days response rate):
Anything that may cause considerable disruption or inconvenience to you. Such as:
- Faulty heating systems
- Defective drains and sanitary appliances
- Roof and other water leaks.
Routine repairs (28 working days response rate):
Anything that may cause general inconvenience, but poses no danger.
- Defective rainwater goods
- Easing of doors and windows
- Faulty kitchen units
- Vinyl bubbling
End of Defects Liability Period Inspections
At the end of the defect liability period, Great Places will make arrangements with you to visit your home and carry out an inspection with the contractor. This is your opportunity to raise any defects, shrinkage cracks and nail pops that have arisen during the first year.
The contractor will make an appointment to attend your property to repair any defect items. These may include:
- Plaster cracks on walls, ceilings and along stair string (anything wider than the width of a £1 coin)
- Nail pops (small holes in plaster)
- Loose door handles or internal door adjustments
- Vinyl flooring bubbling.
Please note, the contractor will not rectify any areas that have been decorated by the resident.
Items that are not classed as defects
The following items are classed as non-defects and are the residents responsibility to repair. Abortive call out costs may be charged if these items are reported as defects.
- Any issues with utility providers. Information on your utility providers can be found in your welcome pack
- Any issues relating to bins provided by the local council. Information on bin collections and obtaining additional bins can be found on your local council’s website
- Loss of water, electricity or gas supply check with the supplier that there has been no interruption to the service
- Smell gas? - Contact National Grid on 0800 111 999
- Blocked toilets or drains
- Damage caused by the resident
- Fair wear and tear (for example, scuffs on walls/doors and loose toilet seats)
- Replacement keys.
- Broken or loose toilet seats
- Blown light bulbs
- Incidental damage caused by occupier of the property
- Anything added to the property by the occupier i.e any landscaping or home improvements which would negate contractor liability
- Blocked drain from shower tray.