Repairs & maintenance

All of our new properties are constructed to a guaranteed standard. The construction contracts specify that the builder must resolve any problems that occur within 12 months of the property being built (this may vary). After this time only major structural defects are covered by the builder (Buildmark warranty such as NHBC) and will continue to be for up to 10 years. Ordinary wear and tear is not covered. Please keep your warranty documents safe as we do not hold copies of these.  

It is very important that you report any problems to us as soon as possible before the defects period has ended. Please only report defects directly to us (and not to the onsite builder on your development) so that we can monitor the progress of your defect effectively. Once your defect period has ended you are responsible for the maintenance of your home.  

You will be advised when you buy your property when the defect period ends for your home as timescales may vary depending on when the property was built. 

You can report defects directly to us here. 

If you own a house you are responsible for repairs inside your home, to the structure of the building, in your garden and to any parking spaces that form part of your lease. 

If you purchased a Shared Ownership home during or since 2021, you may be entitled to an initial repair period. 

If you own an apartment and we are the freeholder you are responsible for repairs inside your home. We are responsible for repairs to the structure of your building and shared areas and will complete them within set timescales. 

If you own an apartment and we are not the freeholder you are responsible for repairs inside your home. The freeholder, or the managing agent for the freeholder, is responsible for repairs to the structure of your building and shared areas. 

If you report a repair that is your responsibility and we carry out the work, then you will be charged. 

If you purchased a Shared Ownership home during or since 2021, you may be entitled to an initial repair period. 

We are responsible for communal repairs to your block or estate and you are responsible for all other repairs in your home. We repair and maintain the communal areas and you have a duty to pay us your share of the cost.  

The parts of the building and areas of the estate that remain in our ownership and that generally we will repair are: 

• The structure and outside of the block of flats. E.g. roof and pointing 
• The shared areas and services such as staircases, lifts, shared TV aerial, and so on 
• Outside areas, playground area and equipment and estate walls and shared fences. 
• Gutters, rainwater and soil pipes 

• Communal equipment, lifts, door entry systems, car park roller gates, fire protection systems, lighting 

You can report a repair directly to us here. 

If you live in a flat, we are responsible for ensuring that the external and communal parts of the building are maintained to a good standard. We have a programme for cyclical redecorations and major works to ensure this. Cyclical redecorations will normally take place every 7 years, where required. Major works take place when items need replacing e.g. roof replacements and external communal walkway repairs etc. 

Before starting any works, we will consult with residents. You will be required to contribute to the cost of these works. We will either: 

• invoice you for your proportion of the cost of these works. You can pay this straight away in full or we may agree to accept payment by instalments (up to 12 months only) 
• Your property may have a sinking fund and where possible, we will utilise money from this fund. You may be required to ‘top this up’ to make up the difference to the invoice 

We strongly recommend that you have any gas appliances in your home serviced annually by a ‘Gas Safe' registered engineer. This is for your own safety and that of other residents. 

If you bought a Shared Ownership home during or since 2021, you may have an ‘initial repair period’ in the lease. 

During the initial repair period, we are responsible for reimbursing the cost of some repairs. We can’t use your property’s reserve fund (sometimes referred to as a sinking fund) or your service charge  to pay for external and structural repairs 

Your service charge covers items such as communal electricity and cleaning, so you’ll still need to pay this even if your home has an ​​initial repair period. 

An initial repair period usually lasts for 10 years from the start date of your lease and only applies if you own less than a 100% share of your home. After the period ends, all repairs are your responsibility and the fund will no longer be available.

During the initial repair period, we are responsible for reimbursing you for the costs of some repairs including:

• Essential repairs to the outside of the building 
• Essential structural repairs to walls, floors, ceiling, and stairs inside your home 
• Repairing, replacing (if faulty) and maintaining fixtures and fittings that: 
  • Supply water, gas, or electricity e.g., sinks, baths, or pipes 
  • Heat your home, for example a boiler or radiator 

Each year during the initial repair period, you can claim a repairs allowance of £500 from us for these types of repairs. You’ll need to pay for costs above this amount yourself. 

If you do not claim the full repairs allowance in one year, a maximum of one year’s allowance will roll over to the following year. 

The initial repair period reimbursement does not cover: 

• Installing other fixtures (such as kitchen cabinets) and fittings (such as a bed or sofa) 
• Installing appliances that use your gas, electricity, or water supplies, such as ovens or washing machines 
• Repairs covered by the building warranty or any other guarantee 

​​If you break the terms of your lease, we will not need to pay for repairs that we’re normally responsible for. For example, if you: 

• Cause damage on purpose 
• Do not arrange routine servicing and maintenance, such as regular boiler servicing  

If the repairs are covered by the building warranty or another guarantee, check the warranty or guarantee documents to find out how to claim for them. 

The checklist will talk you through the process, but if you have any questions, please call us on 01892 501490.

Step 1 – check if your repair is covered by the defects period

If your home is still within the defect period (usually within the first two years of a property being built), please contact our New Homes Aftercare Team on aftercarellh@lovelivinghomes.co.uk or 01892 501490 (option 4) to discuss your repair.

Step 2 – check if your repair is covered by the building warranty or other guarantee

Please check your building warranty or any other guarantees to find out if they cover your repairs. If they are covered, check the building warranty or guarantee documentation to find out how to claim for the repairs. 

Step 3 – check if the repair is covered by the building insurance

Please check with your building insurance provider to find out if they cover your repairs. If they are covered, check the building insurance documentation to find out how to claim for the repairs.

Step 4 - is it an essential repair?

During the initial repair period, we are responsible for the cost of:

• Essential repairs to the outside of the building
• Essential structural repairs to walls, floors, ceiling, and stairs inside your home 
• Repairing, replacing (if faulty) and maintaining fixtures and fittings that: 
  • Supply water, gas, or electricity e.g., sinks, baths, or pipes
  • Heat your home, for example a boiler or radiator

As an example, the below repairs are recognised as essential where they occur as a result of a faulty installation or a defective component:

Step 5 – carry out repair works

You’ll need to arrange the repairs yourself and you must use a Trustmark-approved tradesperson. You can find a local tradesperson on the Trustmark website. 

You must take before and after photos to include with your claim.

Once the work has been completed you can claim a repairs allowance from us. You can claim up to a certain amount a year (usually £500). You’ll need to pay for costs above this amount yourself.

If you do not claim the full repairs allowance in one year, a maximum of one year’s allowance will roll over to the following year.

Step 6 – complete the claim form

Please complete the form here.

Step 7 – we will review your claim

Your claim will be assessed by us within the  7 days working days, and you will be notified by email if it is an eligible repair.

It may require our surveyor to visit to assess and inspect your repair. If this is the case, they will call you to make an appointment within 7 working days. 

You will be notified via email once your claim has been approved, and you will be required to provide your bank details at that time. We will send the payment to your bank account within 21 days working days. Please note that payment can only be paid to the claimant who must be the shared owner.

If your repair is not approved but you still feel it is eligible you may appeal this decision by sending details of why you believe the repair is eligible within 14 days of our decision. After this time, you can no longer appeal the decision.

Below is an example of how the initial repairs allowance works if you claim in years 2 and 3