Frequently Reported Incidents
To help you deal with any minor issues that arise after you have moved in, we have compiled a list of frequently reported issues and tips for how to resolve them.
Heating system not working
Information on how to care for your heating system can be found in the operating manual that you received in your welcome pack.
Ensure your heating system warranty is completed as soon as possible after moving in, so you are covered by the warranty if there are any issues.
Thermostatic Radiator Valves (TRVs) are found on the bottom of the radiator where the pipes come into and out of the radiator.
The main function of TRVs is to control the air temperature of a space by automatically adjusting the amount of hot water that enters the radiator they are attached to.
Check TRVs are set correctly before reporting through a heating repair. Please note there are no TRVs in rooms where thermostats are located.
The most common issue found with boilers malfunctions is a loss of pressure. A loss of pressure can usually be spotted on the boiler’s control panel. The control panel should display an error code that matches the symbol for loss of pressure in your boiler operating manual. If your home is still within the one year defect liability period, all pressure drops should be reported as a repair. After the one year defect liability period, boiler issues are the residents responsibility.
Cracks and “pops” in plaster
General settlement and shrinkage is a natural occurrence in any new build dwelling and will be attended to at the end of the one year defect liability period, if they are larger than the width of a £1 coin. We recommend allowing the property to dry out for a minimum of one year prior to any shrinkage/settlement cracks being attended to.
Internal doors not closing
Timber is a natural product and will need a drying out period. As you live in your home, heat will be naturally generated which may cause timber doors to swell, making it difficult to close them.
Don’t worry, the doors should shrink back to size in around six months.
Shaving the bottom of internal doors is known as planing a door. For example, a door may need to be planed after a new carpet is fitted so it doesn’t drag across it. We recommend that you only plane doors after the flooring has been fitted to avoid causing any large gaps between the floor and door threshold. Any repairs related to shaving the bottom of internal doors down when carpets are fitted are not classed as a defect and is the residents responsibility.
The composite doors on your property are designed to be low maintenance and highly secure.
Warping, bowing or swelling
Closing the door properly is important to avoid ‘warping’ damage to the door panel. For increased security, you should lift the handle when the door is fully closed so the top and bottom locks are fully engaged. If this isn’t done, the door will be resting solely on the latch, which has the potential to result in long-term problems, such as ‘warping or ‘swelling’. Depending on the season, i.e. in warmer months you may find that your door is harder to close due to swelling from the heat. This is only a defect if you cannot close your door and lock it or the problem continues to persist.
To provide your home with maximum protection, your lock needs to function properly at all times – so it’s important to look after it. To prevent a ‘stiff’ lock, use a lubricant (such as WD-40 or GT85) on all of its working parts once every six months as this should help to maintain a smooth and consistent operation. Lightly spray all the moving parts, including the locks, hinges & handles.
Over time, using your door can cause the hinges to drop which might make the door difficult to close or make it difficult to lock. Don’t worry this isn’t cause for concern and the door hinges can be adjusted. If your property is still within its defects liability period you can report this as a repair. If you’re property is no longer in its defects liability period you will be liable as the owner for the repair.
Leaks within your home
If you discover a leak within your home, turn off the water supply using the stop tap before you do anything else. You will have been shown the location of the stop tap when you moved in, it is usually under the sink. Once you have turned the water off, check whether the leak is a major or minor leak and report it as a repair.
- Burst water mains
- Sewage escape/blockages (where there is no other toilet available in the property)
- Water running in the property that cannot be contained
- Persistent and constant leaking with no let up or flow
- Water running through electrical fittings
- Roof and other water leaks where the leak is containable
- Sewage escape/blockages (where you have access to another working toilet).
Are you having trouble with your electric sockets? Before you report a repair please check the following:
- Ensure the switch on the socket is turned on
- Have you checked if another appliance works in the same socket?
- Have you checked with your neighbours if there has been a power cut in your area?
- Have you checked the fuse box/consumer unit? A switch may have tripped that may be causing a power outage. Simply flip the switches back into the correct position.
Are you having trouble with your lighting? Before you report a repair, please check the following:
- Have you tried a new light bulb? All the light bulbs in your home can be bought from your local hardware store. It is the residents responsibility to buy and replace all light bulbs.
- Have you checked the fuse box /consumer unit? A faulty lightbulb may have tripped one or all of the circuits, resulting in a lack of power to lights.
Before getting your keys, the drainage system throughout the development will have been surveyed via CCTV to make sure it is clear and functioning correctly.
To avoid blocked drains that can be expensive to clear, ensure you follow the guidelines below:
Never put these items down the drain:
FATS including dairy products, meat trimmings, butter and peanut butter solidify at room temperatures and will do so in your drain, causing slow or clogged drains. Dispose of fats in your bin once they become solid.
OILS mainly come from plant products, such as corn, vegetable and olive oils. There are also oils in mayonnaise and salad dressings. Oils coat your drain and build-up over time, creating slow or clogged drains. Oils are liquid, even at room temperature. You can dispose of them by pouring them into a leak-proof container with a lid before putting it into the correct waste bin.
GREASE comes from foods like gravy, fat from cooking meats, and skin from boiling poultry. It solidifies at room temperature and will collect in your pipes, harden and clog the drain. It should be discarded in the waste like fats.
What about items marked flushable?
Some products claim to be flushable or biodegradable on the label. These include feminine products and flushable personal wipes. These should not be flushed as they have been known to frequently cause issues with clogging drainage systems.
By following these simple steps you can avoid the drains becoming blocked which will result in a charge if any of the above items have caused the blockage.
Only ever flush toilet paper in the toilet. Never flush the following items:
- baby wipes
- feminine sanitary products
- personal wipes
- cotton wool balls
- cigarette butts
- cat litter
- hair from your brush
- fabric softener sheets
- paper towels