Defects

A building defect is the failure of a component of a building, the poor performance of materials and inadequate workmanship. It is your responsibility to report what you think may be a defect. You should report all defects within the defects liability period. In this page you can find the answers to some of the most common questions about defects.

Total results: 10
  1. How do I report a defect?

    If you think you have a defect in your property then you are advised to call our Customer Services Team on 020 8709 4300 in the first instance. You will be asked some questions to make sure it is a defect and not a standard repair which as a leaseholder you would be responsible for.

    1. Defects FAQ's
    Back to top
  2. Is there a defects inspection before purchasing?

    Yes, you can do this at the purchase inspection.

    At the point of handover we will need to carry out a purchase inspection. This will ensure that all outstanding defects are logged and reported to the contractor or developer to fix them. A copy of the purchase inspection report will be issued to you at the point of completion. 

    It is usual for minor defects to be noted at this early stage into the defect period but not repaired as it may be more appropriate to complete the repair at the end of defect liability period. This will clearly depend on the nature of the defect however.

     

    1. Defects FAQ's
    Back to top
  3. What are not considered defects?

    The following are not considered to be a defect:

    • Loss of water, electricity or gas supply (if by supplier);
    • Blocked toilets or drains;
    • Third party damage;
    • Wear and tear and vandalism;
    • Expiration of consumable products such as light bulbs, smoke alarm batteries and
    • Shrinkage cracks up to 2mm.
    1. Defects FAQ's
    Back to top
  4. What happens after I report a defect?

    After a defect is reported the customer services team will then log the defect and get in touch with the contractor responsible who in turn will make contact with you to attend to the problem within a set period of time.  For example if the defect is minor then it will have a target completion time of 28 days. 

    We will only take action on defects that are logged with us within the first 12 months of the property being handed over to us. It will be made clear to you when you move into your new home when the defect liability period ends.

    At the end of the set time period for the completion of the defect the customer service team will contact the contractor to confirm if the work has been completed. If the work is outstanding then we will chase it up accordingly, being mindful to keep you informed as progress is made.

     

    1. Defects FAQ's
    Back to top
  5. What happens after the end of defects liability inspection?

    Following the inspection we will write to you with the agreed list of defects and this list will also be formally issued to the contractor or developer. The contractor or developer will then contact you to arrange a convenient time to undertake the repairs.

    When the defect has been repaired by the contractor or developer, you will be asked to sign to say that the defect has been completed to your satisfaction. Please ensure that you only sign for those defects that have been completed so that we are able to track those which remain outstanding.

    If you have decorated prior to the end of defect liability period, the contractor or developer may not be able to match your amended decorations if repairs are undertaken.

     

    1. Defects FAQ's
    Back to top
  6. What happens at the end of the defects liability period?

    Towards the end of the defect liability period we will write to you to arrange access for the end of defect inspection for your property. The inspection will be attended by a representative from Gateway along with the projects Clerk of Works, employer’s agent [surveyor], and a representative from the contractor. 

    If you are not able to be at home for the inspection, please make sure that you make us aware of the defects before the date of the inspection. If you do not allow access for the inspection then it is likely that your defects may not be dealt with.

    At the inspection you have the chance to tell us about any defects you think that needs to be rectified. The inspection team will need to agree that the items you raise are in fact defects and therefore we always suggest that you compile a list of potential defects in advance of the inspection date. 
    A list of defects will be noted and agreed as part of the inspection process and you will be asked to sign to acknowledge these.

     

    1. Defects FAQ's
    Back to top
  7. What happens if the contractor doesn't complete the job?

    In the unlikely event that a contractor or developer is not responsive after we have given them a reasonable period of time to fix the defect, then we will arrange for the defect to be completed by another contractor.

    Sometimes defects can take longer than was originally anticipated to complete. This could be because to resolve the defect a specialist part is required. In each instance the customer service team will keep you informed at every stage.

     

    1. Defects FAQ's
    Back to top
  8. What is a defect?

    A building defect is the failure of a component of a building, the poor performance of materials and inadequate workmanship.

    1. Defects FAQ's
    Back to top
  9. What is the defects liability period?

    The defects liability period is a set period of time after a construction project has been completed during which a contractor has the right to return to the site to remedy defects. A typical defects liability period lasts for 12 months.

    1. Defects FAQ's
    Back to top
  10. Who is responsible after the defects period?

    When the defect period has ended you are responsible for all the repairs and maintenance to your property.

    For houses and freeholders – you are responsible for the repair and maintenance of the interior and exterior of your property, including the maintenance of any private garden.

    For flats and leaseholders you are responsible for the interior, with Gateway being generally responsible for the exterior. Your lease will give more details of who is responsible for what. You will be responsible for any private garden area conveyed to you.

     

     

    1. Defects FAQ's
    Back to top
Total results: 10