Hot water cylinder problems

[Michael88]

Hi all,
I bought a brand new home in June 2012, shortly after moving in I started experiencing problems with the hot water tank where by water would flow into the tundish when running its hot water cycle. The builder was informed and the contracted plumber has had 4 years worth of goes at trying to repair the issue.

My most recent conversation with the builder demanded service history for the tank but due to it been faulty in the first place and the plumber working on the tank for the past 4 years, I didnt deem it neccesary to have it serviced, I feel the builder has turned it around on me by saying its my fault due to not having it serviced despite the fault persisting.

Sorry for the essay!

Do i have a case for the builder to rectify this? Would the NHBC do anything for me?

[anthyboy]

Hi,

All boiler and hot water tanks should have an annual service, I know in my case that it was required to have an annual service for the house builder to continue to cover the boiler for the two years where faults are in their hands to fix.

If an unvented water heater has not had a regular annual service there is a possibility that the rubber seals in the safety valves will have hardened. If the seals have hardened, they will not sit back correctly in the valve and will pass water. In this instance water will be visible through the tun-dish in the discharge pipe and the valve in question will need to be replaced. I assume this was checked by the plumber?

But if you have had constant problems with heating and this is documented somewhere i.e through emails when reporting issue's and the initial problem or all problems that occurred in the first 2 years have never been fixed correctly then you may have a case going through the NHBC resolution service.

But you really should have got a service to cover yourself, given the fact that the builder only deals with the first two years and we are now talking about 4 years since you bought the house.

I would argue the following points if going through resolution service:

1. There is clear historic evidence through the sheer number of faults that the heating system/water tank is not fit for purpose and has never been repaired to high enough standard where the system lasts for a reasonable amount of time.

2. These problems originally occurred within the two years that the builder has the responsibility to repair faults, as this has been recorded (hopefully you have) within the 2 years it is a fault that is still the builders problem to rectify.

3. Every time a boiler/water tank is repaired they should carry out a service/safety checks to establish that it is all working correctly and is safe. Therefore you assumed a service is not required.

I am not a plumber and the information is just what I have researched. Either way your only option for getting this repaired by the builder I believe would be through the resolution service. I don't believe it is clear cut that you would win as you haven't had a service done for 4 years.

Other option could be to take cover out on your heating system, there are companies out there that will fix for free but you would need to take a years repair plan out with them.

Good luck

Ant

[New Home Expert]

Buying and owning a new home does not mean that repairs and maintenance are not needed to be carried out.

Your problem has existed for four years and was reported inside the first two years of e warranty and is therefore still and valid claim and covered under the warranty, as it was never properly fixed or rectified within the two-year period.

Now, you have not said who the housebuilder is that has caused you this grief, something that would help and warn others.

From what you have said, I would guess it is Barratt/David Wilson.
If this is the case as you bought in 2012 your home has a five year Barratt warranty!
This means the heating system will be covered, but as you did not have it serviced they will wriggle out of their responsibilities!
They have a history of this - unless of course it was you that already contacted me about this previously!

[Michael88]

Hi first of all thanks for both replies,

New Home Expert - This is the first time I have posted on here so someone else must be having the same issue, but you are correct it is a Barratt home.
I called the builder yesterday and I am awaiting there next move but the servicing was mentioned again! Failing this what would you advise as the next step?

Thanks

[New Home Expert]

So I am right, it is Barratt!

This is what the other buyer wrote to me:

"I have a leaking extension vessel which all my neighbours have had changed as they have all been faulty! I report mine and the house is under 5 years and I send them the service log and they tell me they won't do anything as they don't accept British Gas Homecare Service as it doesn't service cylinders!
How is any normal person supposed to know this! It's states clearly on the check list the cylinder has been checked! I want to post this over the media as this must affect lots of potential new home owners."

....and what Barratt said to the other buyer:

"Good Morning Ms *****
 
Please see attached a copy of the Welcome Letter sent to the original owners on 29th June 2012. I have highlighted the section relating to the maintenance of the boiler and cylinder in RED.
 
As its stated in this section the boiler and cylinder need to be service annually, British Gas have marked the paperwork to say they have looked at the cylinder but they have never serviced this, part of the cylinder service is they would have re pressurize the expansion vessel and report any defects present.
 
If you wish to discuss this further, please do not hesitate to contact me on the telephone number below.
 
Regards
 
 
Mrs Angela Gordon
 
Customer Service Supervisor
Barratt & David Wilson Homes East Scotland (A trading name of BDW Limited)
Telford House, 3 Mid New Cutlins, Edinurgh EH11 4DH
Tel 0131 442 5719

It is clear from what you say that there is an inherent fault with the type Barratt use and they know about it.
Under the warranty, the builder must attend to this if the house is under TWO YEARS old.
After that you will have to arrange the work and pay for it. Not what you want to hear.
Your only option is to write to the NHBC and make a claim under the warranty. 
Although I think you will be wasting your time.

Have you signed the petition for a New Homes Ombudsman?
https://petition.parliament.uk/petitions/167660

[Michael88]

OK thanks for the response.
Yes I have signed the petition.