How do I report a defect?

You can report a defect or repair by contacting us

Contact us

If we determine the repair is a defect, we'll report it to the contractor on your behalf. The contractor will then contact you directly to arrange an appointment to fix the defect.

If you can’t make any agreed appointments with the contractor, it’s really important you let us know in good time so we can rearrange.

If you arrange for your own contractor to attend any defect during the defects liability period this will invalidate the building warranty and Southern Housing will not be responsible for any costs incurred.


When will my defect be fixed?

The contractors who built your home will look to resolve any defects within their contracted timescales. These are:

  •  24 hours for an emergency repair
  • Seven days for an urgent repair
  • 28 days for a routine repair.

We’ll let you know if there are any delays to complete the defect. Please don’t contact the contractor directly. If you have any questions, please contact our New Build Aftercare Team using the details below:

Examples of common defects:

  • Cracks thicker than a £1 coin
  • Taps not turning on or off
  • Insecure doors or windows
  • Toilet won’t flush
  • No electricity
  • No sockets working
  • Water penetration caused by a defect (this doesn’t include storm damage)
  • Dangerous/exposed electrical wiring/pipe work
  • Faulty fuse box (not tripped fuses)
  • Gas leak – Always call Transco first to isolate supply (0800 111 999)
  • No central heating/hot water
  • Burst pipes/leaking pipes
  • Faulty roof 
  • Leaking appliance or sanitary ware (sinks, toilets, basins)
  • Loose fitting taps/fittings
  • Extractor fans not working
  • Faulty intercom/door entry system
  •  Communal lighting faults (not faulty bulbs)
  • Faulty aerials to block or individual properties
  • Faulty locks on doors/windows.

What do I do if I have an emergency repair?

An emergency repair is anything which puts the health, safety or security of people at immediate risk, or can badly affect the structure of a building.  

If you have an emergency repair, please always call us.

We aim to complete emergency repairs within 24 hours.  If we're unable to do this (for example, because we need to order a part) we will make your home safe and tell you when we will return to complete the work.

End of defects inspection

The contractor who built your home will carry out an inspection at the end of defects liability period so they can fix anything that has gone wrong. This will normally take place one year after your home was built but in some cases it might be two years.

  • You will be contacted to give the inspectors access to inspect your home
  • It is very important that you allow this inspection to take place so that any repairs can be dealt with for you.

Repairs in your home after the defects liability period 

If you are a renter:

Please report repairs to us. There are a number of ways to do this - full details here.

If you are homeowner:

Repairs are your responsibility except for repairs to communal areas such as lighting, lifts and landscaping. Speak to our Home Ownership team if you have any questions. 

Annual boiler service

It’s a legal requirement you have your boiler serviced annually by a Gas Safe Registered engineer.  Servicing your boiler will maintain its efficiency and life span.