L&Q new home warranty L&Q new. home warranty

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1 L&Q new home warranty L&Q new Peace of mind in your new home home warranty Peace of mind in your new home

2 Running in your new home You may not be aware that new homes have a running in period. One of the main reasons is that up to 5,000 litres of water may have been used to construct your new property. This water needs to be released slowly into the atmosphere. Drying out too quickly will cause excessive cracking. The best method of controlling this evaporation is to maintain an even temperature throughout your home. If you move in during winter months, try to use heating sparingly at first where possible. This will allow the structure of your home to warm up and dry out gradually. Your home needs to be kept well ventilated to help moisture evaporate. You should have been shown how to use the basic controls for the heating and appliances in your new homes when you moved in. If this did not take place please contact our Aftercare team on You should also have been given all the instructions for things in your home. Please read them carefully, especially those regarding the operation and setting of times and clocks for your heating and those for kitchen appliances.

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4 The L&Q new home warranty The L&Q new home warranty lasts for two years from the date of legal completion and covers items not included in the NHBC Buildmark cover. For that period, we guarantee items supplied as part of your new home, covering defects caused by faulty workmanship or materials. Alterations to your home Any alteration or extension made to your home after purchase may adversely affect all, or part, of your warranty. Please contact the L&Q Aftercare team if you plan to alter your home. They will then liaise with other L&Q departments if necessary. Change of ownership This new home warranty is not affected if you sell or let your home. It would help if you could pass on the details about the warranty to tenants or subsequent buyers. If you sell your home, the cover automatically transfers to the new owner. Your rights This new home warranty does not affect your statutory rights. Some manufacturers also offer warranties to L&Q customers over and above the initial two-year warranty. Please contact the manufacturer s own customer services department. We do not protect against every problem that may occur and you are obliged to maintain your home. Several limitations and conditions apply. Our warranty does NOT cover Problems with any workmanship, materials or appliances that you have bought or added to your property; Damage caused by storms or accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste; Any cosmetic defects such as scratches, chips or marks that have not been reported within seven days of legal completion. This includes decoration, flooring, tiling, textured ceilings, kitchen units, fitted bedroom and bathroom furniture, worktops, sinks, sanitaryware, appliances, glass, and other similar items. Outside of this time frame, it may be difficult to prove how the damage was caused; Any problems caused by natural shrinkage or condensation; and Any inconvenience, distress or consequential loss of enjoyment, business use or income caused by remedial works, assuming all reasonable steps have been taken to minimise disruption.

5 Cowdrey Mews, Sydenham

6 Two year warranty specific conditions Boiler* Gas fire* Immersion heater/cylinder* Mastic seals Shower heads Door and window locks Burglar alarms* Outside taps* Garage doors* Leaking guttering Fences and gates* Roof tiles Cosmetic damage to oven, hob, hood and sink Cosmetic damage to white goods* Cosmetic damage to kitchen units and worktops Cosmetic damage to sanitaryware Cosmetic damage to shower tray and cubicle* Cosmetic damage to carpets and flooring* Cosmetic damage to curtains and soft furnishings* Cosmetic damage to decoration and tiling Cosmetic damage to furniture eg wardrobes* Damage to doors Damage to sockets and switches Damage to glass Damage to fireplace* Landscaping* TV aerial* Normal shrinkage and condensation Inappropriate disposal of waste-blockages Pest infestation When caused by a lack of annual service When caused by a lack of customer maintenance Not covered When caused by storm damage If not reports within the first seven days after legal completion If not reported within the first month after Not covered Whilst our warranty covers everything we have built and supplied in your new home, there are conditions. You are obliged to carry out your own maintenance on your home, fixtures and fittings. This table shows under which circumstances cover cannot be provided by L&Q. *These items may not be fitted or, may not be available as options extras on every home. Whilst your boiler is covered by our two-year warranty, it is important that the boiler and gas appliances are serviced every 12 months by a qualified engineer. We strongly recommend that this engineer is GAS safe registered. If you experience a problem with your heating system/ boiler as a result of not servicing every year, this problem and any consequential damage will not be covered by our warranty.

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8 Emergency problems When the problem is an emergency we will endeavour to undertake a repair within 24 hours. Please carry out the simple checks below before calling L&Q. Gas leak If you smell gas please contact National Grid on the emergency number immediately, before calling L&Q. Turn off the gas supply and open the windows in any affected rooms. Central heating and hot water (complete failure) Check your thermostat and timer are set correctly; Check that all adjustable settings are set correctly; and Check there are no localised electricity or gas supply problems Water supply (complete loss) Check with the local water supplier that the water supply has not been turned off to carry out repairs and that there are no localised issues affecting the water supply. Water leak Try to contain the leak to minimise further damage; and If the leak is coming from or going into any electrical fittings, turn off the electricity at the fuse board. Gas (total loss of supply) Check with the local gas supplier that the supply has not been turned off to carry out repairs and that there are no localised issues. Electricity (total loss of supply) Check that the master trip switch does not need resetting; and Check with the local electricity supplier that the supply has not been turned off to carry out repairs and that there are no localised issues. Blocked drains Check whether the blockage is causing a back surge or overflowing into your property and or others internally or externally. Lifts (complete failure) Check that there has not been a loss of electricity supply to the building.

9 Door entry system Check that there has not been a loss of electricity supply to the building. Fire alarm installations If alarms cannot be turned off when there is no fire, check there is no loss of electricity supply to the block. For emergency problems you can call L&Q at any time. During office hours you will speak to a member of the Aftercare team. Calls at all other times will be dealt with by Liverpool Direct. Confirmation that you have spoken to Liverpool Direct will be passed on to the Aftercare Team at the start of the next working day. We aim to have non-emergency problems dealt within five working days. Repair times may depend on the severity of the problem and the availability of spare parts. Most problems will be solved within 20 working days. We will keep you informed if a longer time becomes necessary.

10 NHBC Buildmark cover Your solicitor will have given you a copy of the National House-Building Council Buildmark registration policy number at the end of legal completion. You should also have been given a copy of the Buildmark booklet which you should read. The Buildmark cover is valid for ten years from the date the building was finished. The insurance certificate, which will be sent separately, will show the insurance commencement date. The Buildmark cover has two parts: 1. Initial two years problems in your home caused by faulty workmanship or materials. Please contact L&Q about these issues; and 2. Years three to ten insurance for the cost of putting right damage to your homes caused by a structural defect. Contact the NHBC claims team to discuss this sort of problem. You can contact the NHBC on , or visit for further information. In some cases a similar level of cover may have been provided by Premier Insurance. Should this be the case then your solicitor will give you the pack of documents relating to this alternative cover. If you smell gas ring immediately. To let us know about any problem please contact L&Q on or from a mobile. You can let us know about non-urgent repairs on our website at

11 Cowdrey Mews, Sydenham

12 One Kings Hall Mews I Lewisham I London SE13 5JQ Tel: One 0844 Kings Hall Mews I Fax: L&Q Lewisham is an exempt London charity SE13 5JQ Tel: Fax: L&Q is an exempt charity L&Q Design Studio LQ0374 L&Q Design Studio LQ0374