Meet our Defects team

If you’ve moved into a new build home, we know the first few months can feel like a whirlwind! Whilst you’re settling in, you might notice a few minor issues and it’s important that you get these sorted out as quickly as possible – and that’s where our Defects team come in!  

We’ve spoken with Mehra, our Defects Team Leader, to give us a bit more information about what the team does and how they can help you. 

Hi Mehra, can you tell us a bit more about the Defects team and what you do? 

In the Defects team, we’re the main communicator between the site developer and residents that move into new build homes. We raise any issues that are deemed “defective” within the first 12 months from the date the home is completed and handed over to us. The team consists of myself and Serena and Valerie, our Defects Coordinators.  

What does a typical day look like for the Defects team? 

A typical day consists of raising defects that are reported by residents – we receive these reports by email, app enquiries and phone calls, both directly to us and via our Hub. We also carry out daily checks to make sure all defects are being resolved within our given timeframe along with answering any other defects enquiries. We also send out end of defect letters so that residents are clear when their defects period is over and when they become responsible for repairs.  

When can our shared owners raise issues with you?  

Anyone in a new build can report defects to us within 12 months from the date the home is completed by the developer and handed over to us. This doesn’t mean 12 months from the date you move in, so it’s always good to check this date when you move in.  

Anything after this is normally referred to the National House Building Council. 

Is there any advice you have for shared owners when it comes to defects? 

It’s really important that shared owners review their handover packs when they move in and understand when their end of defects review is. They need to report any issues before this period or during this appointment for it to be repaired under defects. 

What are the most frequently asked questions you get? 

Shared owners are often asking us when their warranty ends and what they need to do when their warranty ends. When your warranty ends depends on when your home was completed so this is different for everyone and will be included in your handover pack. After warranty, you’re responsible for necessary repairs to your property. If you're on a New Model Lease you may get some support with cost of repairs. Click here to see lots of information on repairs in shared ownership.

How can our shared owners get in touch with you?  

Anyone who wants to report a defect can get in touch with us on defects@midlandheart.org.uk – please make sure to include your name, address, email address and phone number in the email heading.  

You can also call our Hub on 0345 60 20 540 who will be able to pass your enquiry on to us. 

Any other advice you’d like to give our shared owners? 

It’s a really good idea to read the NHBC guidance for homeowners. They have lots of resources to support you with claims and understanding the most common issues that can occur in new build homes. Click here to see the NHBC guidance. 

For more information about managing your shared ownership home and raising repairs, click here to see the home ownership section on our website.