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Your two year warranty

From the moment you have legally completed – or, in Scotland, moved in – your new home comes with a comprehensive two-year warranty that covers most of your fixtures and fittings and much more.

New Home Customer Care

It provides cover for issues that are outside of NHBC building tolerances.

Here is a guide to what is covered by your warranty and what circumstances might affect that cover. Check out our guide for more on your responsibilities for maintaining your warranty.

Items covered by your warranty

1. Central heating – your boiler, cylinder and central heating are covered.
Not covered when:

  • Not serviced every 12 months by a Gas Safe registered engineer.
  • Damage is caused by a lack of care and maintenance.

2. Immersion heater – your immersion heater is fully covered

Not covered when:

  • Problems are due to poor maintenance.
  • Not subjected to an annual service (as part of the annual service on your cylinder).

3. Electric Fire – if fitted.

4. Gas Fire – this may not be fitted, or available as an optional extra.

Not covered when:

  • Not serviced annually by a Gas Safe registered engineer.

5. Drainage – any part of the drainage system serving your home and for which you are responsible is covered.

Not covered when:

  • Your drainage suffers blockages not caused by a defect in the system.

6. Plumbing – your plumbing and pipes are covered.

Not covered when:

  • Issues are the result of poor maintenance blockages are caused by inappropriate items being placed down plugholes or toilets.

7. Seals – seals such as mastic are covered.

Not covered when:

  • Damage is caused by a lack of maintenance.

8. Electrical – your fixed electrics, such as wiring, sockets and switches are covered.

Not covered when:

  • Damage is not reported within 72 hours of legal completion.
  • Bulbs and fuses are not covered.

9. Smoke alarms – fully covered.

Not covered when:

  • There’s been a failure to carry out proper maintenance and servicing.

10. Air conditioning – fully covered.

Not covered when:

  • There’s been a failure to carry out proper maintenance and servicing.

11. Kitchen units and appliances – your oven, hob, hood, waste disposal (when supplied by us), water-softening devices and white goods are covered.

Not covered when:

  • Damage is not reported within 72 of your legal completion (or, in Scotland, moving in).

12. Bathroom – your toilet, sinks, taps, shower heads and shower door are covered.

Not covered when:

  • They are not subject to proper maintenance or damage to the shower tray and cubicle isn't reported within 72 hours of legal completion (or, in Scotland, moving in).

13. Wardrobes and other furniture – cosmetic damage to furniture is covered.

Not covered when:

  • Any damage to furniture is not reported within 72 hours of legal completion (or, in Scotland, moving in).
  • Anything that would be considered wear or tear or damage due to lack of care.

14. Decoration and tiling

Not covered when:

  • Damage isn’t reported within 72 hours of legal completion.

15. Doors and windows – internal and external doors and windows are covered.

Not covered when:

  • You fail to report damage to glass or doors in your home within 72 hours of legal completion (or, in Scotland, moving in).

16. Driveways and pathways – the hard outside surfaces that are part of your home are covered.

Not covered when:

  • Your driveway and other paved areas are damaged by lack of maintenance or by weather damage.
  • Tarmac drives are scuffed by wheel turns on a stationary vehicle.

17. Insulation – this is fully covered.

Not covered when:

  • The insulation has been removed or tampered with.

18. Guttering – leaking gutters are covered.

Not covered when:

  • Gutters leak because of a lack of care and maintenance.
  • It is a result of storm damage or seasonal changes.

19. Landscaping – any landscaping we’ve installed is covered.

Not covered when:

  • Damage is caused by lack of maintenance.
  • Damage is caused by the weather or seasonal changes.
  • There are issues with standing water more than three metres from your home.

20. Garages, outbuildings and walls – any external structures we built before you purchasedyour home are covered.

Not covered when:

  • Damage is caused by lack of maintenance or the weather.
  • Water has made its way through structures with a single layer of brick or masonry and damaged any items inside.

21. Solar panels

Not covered when:

  • There has not been an annual service.
  • Damage is caused by a lack of maintenance.
  • Damage is a result of weather conditions or seasonal changes.

22. Ironmongery – doorknobs, handles etc. are covered.

Not covered when:

  • Damage is caused by poor maintenance, wilful damage or wear and tear.

23. Outside taps

Not covered when:

  • Damage is caused by poor maintenance.
  • Damage is caused by weather conditions or seasonal changes.

What's not covered under your warranty?

  • Gates, fences, curtains, blinds and soft furnishings.
  • Anything damaged or defective because of wear and tear, poor maintenance or abuse.
  • Normal shrinkage.
  • Any alterations to your property after you bought it.

Emergency

Our teams are on hand when you need us, especially in the event of an emergency.

Get in touch

The New Home Customer Care Team is available via email.