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NHBC Warranty / Leaking roof NHBC have accepted the claim
« Last Post by Caz37 on November 19, 2023, 03:10:42 pm »
So NHBC have accepted my claim for a leaking roof back in February 2023.

Said they have contacted the builders who sent round the original roofers who inspected from inside the attic.

Nothing has happened since.

No one has actually been on the roof removing tiles to have a truly good idea what the problem is.

The NHBC is guessing what the problem is.
Sagging eaves trays and/or inadequate felt overlap.

They have offered a cash settlement of £2,500 which I am worried won't be enough so didn't accept.

I live in a 3-storey town house so feel scaffold alone may be £1,000.

I am struggling to get any roofers out to even give quotes so that I have a ballpark figure to go back to the NHBC with.

I'm at a loss as to what to do ATM.

Do I chase NHBC?

Do I try chasing the roofers/builders?


Snagging and defects / Scary looking hairline crack across the ceiling
« Last Post by borlorjee on November 15, 2023, 11:36:49 pm »
I know hairline cracks are just cosmetic cracks due to settling but this crack that I have is in the middle of my room and runs across the whole ceiling from one side to another. It looks so terrifying every time I look up and I haven't even moved into my new build.

Could someone help me have a look at this to reassure me that it's nothing to worry about? And for context, I don't have anything stored in my attic.

Thank you!
Snagging and defects / 6 Month Bathroom Repairs
« Last Post by Distraught on November 15, 2023, 09:23:56 pm »
Myself and my partner purchased a property in March 2023. Unfortunately, our builder isn't signed up to the New Homes Ombudsman Service. Only to the 'Consumer Code' - which I'm fairly certain they've breached in more than one instance.

Initially there was some issues around the bath and the overflow connected to the bath, as it wasn't attached properly and therefore was too risky to use. This took them a few weeks to sort. Despite raising it with the on-site team after a week of noticing it, it took until a spontaneous survey from site management which must have went back directly to someone at a higher level who intervened and got an on-call plumber almost instantaneously the same day.

Once resolved, for roughly a month or so we had full use of the bath and shower in the main bathroom. There was some snags around the shower-screen not being squared between the two walls (shower screen was at a slight angle etc) and the bath being out of level which then created subsequent problems. We found contractors would appear, do half a repair and then find a reason as to why they weren't able to complete the works. We had a bath and shower which were un-usable for roughly a month before I eventually logged a formal complaint. Initially, this got some traction from the same individual who got the on-call plumber, they came around with laser levels to check the bath and the tiling. They started to repair some aspects and the site manager was given a deadline.

Unfortunately, the site manager couldn't achieve the deadline set by his manager and subsequently a plumbers attempt to 'rush' the repairs damaged our flooring (which we self funded), the shower screen and tiling. The shower screen was re-instated by the plumber who damaged our flooring but never sealed, so we couldn't ever use it. I then submitted a follow up to the complaint, as they hadn't followed their own complaint policy of providing a final response/written response within a few weeks of a complaint being raised.

I gave them plenty of time to respond to the complaint. Roughly 3 months passed by with the shower being in position, albeit unusable due to no silicone sealant. Finally, having had enough - I complained to the NHBC in August, who asked for a final response (which I was never provided with) and they subsequently intervened to write to the builder on my behalf requesting they complete the works properly. The NHBC highlighted as the floor wasn't fitted by the builder, they're unable to assist with that aspect of the matter and I would need to seek payment separately.

A common pattern I recognise whenever Storey Homes get told to do something, they seemingly act interested and make an attempt to start the works but then subsequently stop. They removed the shower screen, its has been out of place again for 1 & 1/2 months. They attempted a tile repair, their tiler made a bodge and then tried to mask the damage by filling it with grout (presumably as it was too much effort to remove the tiles without a plumber to remove the shower fixings). The tiler wasn't able to complete the works he started anyway, leaving us with tiles missing on the walls because there wasn't a plasterer on site. I flagged I wasn't happy with the attempt to disguise damaged tiles and made multiple calls to aftercare chasing this up. To this date, we're still no further forward and they don't really reply. On phone calls they insist they'll speak to the site manager and get it sorted but 3 weeks of phone calls has resulted in no resolution.

I've since contacted the NHBC again to ask how long is a 'reasonable' set of time for these repair to be undertaken. I've also sought some legal advise which verified this is highly likely a "breach of contract" as the property wasn't provided in a reasonable condition. I genuinely can't see any other option beyond a small claims procedure to recover the flooring cost, disruption costs amongst the potential cost to repair the shower properly?

Any advice would be greatly received.
Snagging and defects / Meeting with site managers over ‘problems’iwo
« Last Post by 810H on November 14, 2023, 10:18:21 pm »
Quick overview… I completed on new build property 25 days ago. No one from site has visited post completion even though the site manger on showing me the property on completion highlighted a number of 'mistakes' and assured me they would be rectified the following week. No one apart from an emergency plumber to fix one leak has visited post completion.

To date I have had:
- leak through downstairs toilet ceiling after cold water disconnected under bath
- leak through kitchen ceiling from ensuite shower which has been fitted wrong so was already not  useable, still not sure as to cause of this/ where water came from
- flooded ensuite from shower day after unknown location leak
- leak on radiator which has now stopped my central heating working properly and was present on completion so has created a rust stain on carpet
- thick green fuzzy mould to bottom of 3 out of 4 walls of living room, one wall is the party wall with next door. Mould is now spreading to carpet under furniture
- under stairs cupboard carpet has a second carpet of mould on top
- front door has been wrongly hung so difficult to close, doesn’t line up with frame and is creating draught
- window on stairs hasn’t been sealed
- kitchen window locks don’t work
- damaged carpets (provided as a loyalty incentive)
- damaged, too short internal doors
- faulty extractor fan
- wrongly cut kitchen worktop
- no trickle vents fitted
- smell of drains
- what can only be described as black mulch oozing out of walls when curtain poles/ blinds put up
Plus multiple other things, every day seems to bring something new.

When the ensuite flooded over the weekend, I couldn’t take anymore and sent an email to customer services showing the extent of the mould and new leak. I asked for an address to make a formal complaint about build quality and health risks the house poses having mould, they took my email to be a formal complaint and are now investigating. Today I have had an email from the site manager explaining he’s been on leave for the last two weeks, there are two site managers on the site I have purchased my property, that he is aware I have escalated my concerns and asking for a meeting.

Have I been unreasonable, escalating my concerns?
How do I approach next weeks meeting given how disillusioned I feel about the whole situation.
I’ll be honest if I could give the house back I think at this point I would because it’s become the house that keeps on giving for all the wrong reasons.
Thanks very much for your reply.  As you suggested, I've gone ahead and sought some legal advice.  I'll provide all the details as requested in due course. 
Wow, by far the most interesting post on this forum for a long while.

You have the added protection such as it is of the New Homes Ombudsman Service .  You will need to go through the builder's complaints procedure first with, I suspect, many steps to take.

Please name the housebuilder.

It is crystal clear (a slam dunk) that you have been mis-sold. It can never be argued otherwise and the housebuilder wants it kept quiet hence the disclosure agreement condition.

Question is:
Could the estate roads ever be transferred to the local authority now?  Were they inspected by LA highways during construction? Do they even meet the Section 38 Agreement standards?

I suspect the builder abandoned the Section 38 Agreement because the LA would never adopt the estate roads.

So you and other early buyers, have clearly been mis-sold and should not have to pay these estate charges at all.
Obviously, these charges will increase over time, so any amount of "compensation" would not guarantee you would not be out of pocket in the long term.
You need to employ a solicitor to act for you in your interests. DO NOT use the builder's solicitor or any firm recommended of suggested by them.

You may be able to have the Title Deeds changed so that it is written in that you and subsequent owners (your house is now worth less than one with adopted estate roads due to the ongoing cost) are not required to pay the management costs.
Quite what would happen if the builder ceased trading I'm not sure - why you need a solicitor.

If, and its a big if, the estate roads could be adopted by the LA, then the more buyers that have been mis-sold make a claim the more pressure it would put on the house builder.  Again your solicitor may wish to make a class action against the builder.

As a minimum I would suggest you would need ten years estate fees rising by 15% per year to ensure you are covered.

It is high time this estate management fees rip off aka "Fleecehold" was ended.

Please also write to your MP and Michael Gove.

Snagging and defects / Re: Sloping floors upstairs
« Last Post by New Home Expert on October 25, 2023, 07:40:04 am »
Your post demonstrates the value of a snagging inspection.
And thank you for recognising the value of the forum.

I suspect what you have are composite joists. These do deflect and in smaller span homes they will span across the whole house. This means there is a possibility that there is an out of level floor within the rooms upstairs.

Please pay no attention to the word settlement. It is builders speak for "it is normal" or "nothing can be done"

If your upper floors are outside the NHBC tolerances then this is a clear defect and needs addressing.  It may indicate that the I joist manufacturer's installation instructions and/or warranty standards have not been followed, such as a large hole cut in the web of the joist mid span or damage or cuts to the flanges and a whole host of other things.

If this is the case, you will probably have to move out for a month or two whilst any defective joist are removed or replaced.
Expect push back and further delaying and "explanations" from the builder.

Who is the house builder?

I recently purchased a new-build property, and I have encountered a situation that I could use some advice on. The property is subject to an annual maintenance/estate charge, and here's where the issue lies.

When I signed the transfer title documentation, it was clearly stated that the main road on the development would be put up for adoption by the local council. However, since then, the developer has changed their plans, and now they want the main road to be part of the estate charge.

Naturally, I was concerned about this unexpected change, especially given that the original paperwork clearly indicated that the main road did not form part of the charge, and therefore, I believed I was not liable for it. In response to my queries, the developer has suggested amending the legal documents to "correct" this perceived error. They've also agreed to cover all legal fees associated with making this amendment, which is appropriate.

My question is, what kind of compensation or fee should I request from the developer for agreeing to this change? By accepting this correction, I will now be liable for an additional charge for the road each year. Initially, I thought it might be fair to ask them to cover the additional amount I'll be paying for the road for the entire time I own the house.

However, after discussing this with a friend, they suggested that I should consider asking for more. They proposed requesting a fee in exchange for entering into a Non-Disclosure Agreement (NDA). The reason for this is that I suspect other residents in our development might be facing the same issue, but they may not be aware of it yet.

I'd love to hear your thoughts and experiences on this matter. What do you think is a reasonable compensation for this unexpected change, and should I indeed ask for an NDA as a part of the deal and at what cost? Your input and advice would be greatly appreciated.

Thank you!
Snagging and defects / Sloping floors upstairs
« Last Post by Newhomeowner23 on October 16, 2023, 08:41:41 pm »
First time poster as recently completed on our new home but have so far found this forum very helpful reading, so a thank you to those who contribute in advance 🙂

We have a question about flooring and NHBC tolerance. We’ve just had our snagging survey back which has highlighted 1 bathroom and 2 bedrooms have creaking and uneven floors. We hadn’t noticed these initially so glad to have had the Snagger find these.

The Snagging Inspector has raised them as they are outside the  NHBC tolerance which I understand is 3mm deviation across 1 metre for floors up to 6 metres, max 20mm out of level for floors over 6 metres across, and flat within a +\- 5mm deviation measured using a 2 metre straight edge with equal offsets. What we have is the following:
- bathroom (16mm deviation in level measured with snagger's 2m spirit level)
- bedroom (10mm deviation in level with a 2m spirit)
- bedroom (17 mm deviation in level with a 2m spirit)

All sloping seems to occur towards centre of house/stairwell

We’ve raised this with builder who so far have agreed to investigate, although we have had some initial suggestions such as settlement, which I’m not sure about since downstairs is ok. According to the carpenter who visited today (who had fixed the creaking but did not investigate the floor slope) he has suggested it could be deflection of joists and because the joists span the entire top floor across rooms they are allowed to be deviating by 20mm according to NHBC but I’m not sure if that is right, given the other NHBC guidance allowing max 3mm deviation within 1 metre for rooms up to 6 metres seems to apply, since all impacted rooms are within this size?  Obviously going to ask for further investigation on this and to take up boards to understand the issue, but just looking for a bit of guidance really on how to apply the NHBC standards in these case and what possible causes/solutions could be.

Many thanks in advance for your help & suggestions
Snagging and defects / Re: New house taking ages to warm up
« Last Post by CuriousAvocado on October 12, 2023, 12:53:23 pm »
Check the roof space for insulation.

My guess is it is you that is feeling the cold and need to put the room thermostat up to 20degC.

As your house was cooler in summer it does seem to indicate the walls and roof have insulation.
Turn the boiler thermostat up a notch too, as this controls the temperature of the water in the system.

There is 400mm of insulation in the loft.

I thought a flow temp of 70degC should be more than enough for new build house, especially when it's not yet freezing cold outside.

It could be just me that feels the cold but I still don't understand why it would take so long to heat up.
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