Reporting repairs in new build homes

If your new home is a newly built property, then there's an expectation that it has been built to the highest levels of quality.

That's why we have a building warranty on all newly built homes, which covers the property against any faulty materials/products or poor workmanship.

If repair work is needed during the liability period for something covered by the building warranty, then we call this a "defect".

With defects we arrange for the contractor who built the property to come and fix it. This is unlike most standard repairs (which are fixed by our own repairs teams). Our contractors will look to deal with emergency repairs within 24 hours, urgent repairs within 7 days and routine fixes within 28 days.

You should report all potential repairs or defects to us and not the contractor. The good news is that it's quicker and easier to do than ever before. Read on to find out how to do this.

What are defects?

Here’s some examples of defects:

Cracks thicker than a £1 coin
Taps not turning on or off
Insecure doors or windows
Blocked drains (if sewage is overflowing)
Toilet won’t flush
No electricity
No sockets working
Water penetration caused by a defect (this doesn’t include storm damage)
Dangerous/exposed electrical wiring/pipe work
Faulty fuse box (not tripped fuses)
Gas leak – always call Transco first to isolate supply! (0800 111 999)
No central heating/hot water
Burst pipes/leaking pipes
Faulty roof
Leaking appliance or sanitary ware (sinks, toilets, basins)
Loose fitting taps/fittings
Extractor fans not working
Faulty intercom/door entry system
Communal lighting faults (not faulty bulbs)
Faulty aerials to block or individual properties
Faulty locks on doors/windows.

What aren't defects?

Here are some examples of things that are not defects:

Vandalism
Misuse of product or appliances
Accidental damage
Replacement light bulbs
Condensation or damp caused by lack of ventilation – extractor fans not being used, trickle vents on windows not open etc
Wear and tear
Deterioration by failure to carry out normal maintenance
Minor decorative cracks to exterior or interior brickwork and mortar. We’ll inspect all cracks at the end of defects inspection
Colour or variation of wood or other materials
Condensation
Damage caused by severe weather conditions
Faulty white goods (fridges, washing machines, ovens, hobs, dishwashers). These goods are resident’s responsibility and we gift them to you at sign up. You can call the manufacturer directly about any problems. They’ll ask you to provide the serial numbers on the appliance
Any scratches, dents marks not identified at handover.

How to report repairs and defects?

There are a number of ways to report repairs and defects. The easiest way is on MyAccount, your free and secure online service available to Optivo residents. The online repair reporting tool is easy to use and can be done at a time that suits you.

Go to MyAccount
Alternatively you can also report repairs by email, online chat or phone. Please click here to find out more about reporting repairs.

Once you've reported it, we will then work out if the repair work needs to be carried out by us or the contractor who built the property. Don't worry though, we'll arrange all of this for you and are on hand should you have any questions. All you will need to do is to talk to the contractor to arrange an appointment so they can come out to fix the defect.

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