As a Wonderful Homes New Home Buyer you will have the benefit of an insurance backed 10 year Structural Warranty. Wonderful Homes will also provide you with a 1 or 2 year Builder Warranty from the date of legal completion which covers any defects caused by faulty workmanship or materials. Whether your home is covered by a 1 or 2 year builder warranty will be detailed in the sales particulars and in the warranty documentation you will be given during the conveyancing process.
Some elements of your home, such as appliances, doors and windows, may also be covered by extended manufacturer warranties over and above the Wonderful Homes Builder Warranty. Note that these extended warranties will be subject to terms and conditions and may require registration. Wonderful Homes can not be held responsible if you fail to register an extended warranty.
The 10 year Structural Warranty provides insurance to cover the cost of putting right defects in specified parts of the home, usually the structural and weatherproofing parts. Full details of the 10 year Structural Warranty can be found on the relevant development information page on this website and in the policy documentation you will be given during the conveyancing process.
Details of the structural warranty and any extended warranties that may be available will all be found in the Home Information Manual pack that you will be given when you move into your new home.
- The Warranty will not cover you for every problem that may occur with your home and it should not be seen as an alternative to having Home Buildings & Contents Insurance.
- Every home requires regular maintenance; If you fail to maintain your home and the appliances and components within it you may invalidate the warranty.
- Several limitations and conditions apply to our warranty as follows;
Our Warranty does not cover:
- Problems with any materials, appliances or workmanship not provided by Wonderful Homes that you have added or carried out.
- General wear and tear and damage caused by floods, storms or, accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste or leaks caused by misuse of appliances.
- Any cosmetic defects such as chips, scratches or marks that have not been reported within seven days of legal completion. This includes, but is not limited to, decoration, flooring, tiling, ceilings, kitchen units, worktops, fitted bedroom and bathroom furniture, sinks, sanitary ware, appliances, glass, and other similar items. Outside of this time frame it is obviously difficult to prove who was responsible for the damage was caused.
- Any problems caused by natural shrinkage or condensation. Please refer to the guidance in your Home Information Manual for advice on minimising shrinkage damage.
- Any imperfections which are within generally accepted tolerances.
- Gardens, including turf, plants, shrubs, trees, gates and fences.
- Carpets and flooring.
- Any inconvenience, distress, consequential loss of enjoyment, or income loss caused by remedial works, assuming all reasonable steps have been taken to carry out the remedial works within a reasonable time period and to minimise disruption.
Change of ownership
The Warranty is not affected if you sell or rent out your home. If you sell your home whilst it is still within the warranty period, the cover automatically transfers to the new owners. Please pass on the details about the Warranty and what it covers to tenants or subsequent buyers.
Our Warranty does not affect your statutory rights.
Please refer to the Structural Warranty and Extended Manufacturer’s warranty documentation for their specific terms and conditions.
Wonderful Homes can not be held responsible if you fail to register any manufacturer extended warranty.
Resolving Warranty Issues
During the first 12 months or 24 months, depending on whether you have a 1 or 2 year Builder Warranty, any warranty issues should be reported to Wonderful Homes or the relevant after sales service provider in the first instance. Contact details will be found in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual. After the 1 or 2 year warranty period has expired, any structural warranty issues should be reported to the structural warranty provider whose contact details can be found in your Home Information Manual.
- Non-emergency issues
All non-emergency issues will be responded to as soon as we can, normally within two working days. Repair times depend on the severity of the problem and the availability of spare parts, but most problems are solved within 28 days. All non-emergency issues will be attended to at a mutually convenient time during normal working hours. Examples of issues we class as non-emergency;
- Dripping taps
- Doors which require easing
- Faulty kitchen appliances
For issues with Appliances you should contact the manufacturer’s own customer service department. Contact numbers can be found in your appliance instruction manuals.
- Emergency issues
All emergency issues will be responded to as soon as we can, normally within 24 hours. Repair times depend on the severity of the problem and the availability of spare parts, but most problems are solved within 7 days. Emergency contact details can be found in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual. Incidents that we class as an emergency are as follows;
- Central heating and hot water complete failure. Before calling, please check that the issue has not been caused by local electricity or gas supply problems, or by incorrectly setting your timers or thermostats, or by any shut off device that can be reset by the user. Please refer to boiler/cylinder instructions in your Home Information Manual.
- Complete loss of water supply. Before calling, please check that your water supplier has not turned off the water to carry out repair work in the area.
- Water leak which cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.
- Gas leak. Please contact your gas supplier on the emergency number 0800 111 999, before calling the heating and plumbing service number detailed in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual. They will be able to isolate the meter and make your home safe.
- Total loss of gas. Before calling the heating and plumbing service number detailed in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual, please check that your gas supplier has not turned off the mains to carry out repair work in the area.
- Loss of power supply to socket outlets. If there is a total loss throughout the property and it cannot be solved by resetting the master trip switch, or if the loss is partial but there is a potential safety hazard (such as in a communal hallway). Please first check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.
- Blocked drains which are causing a flood or overflowing internally or externally.
- Blocked toilet when you have no other useable toilet.
Alteration of your home
Any alteration or extension made to your home following legal completion may invalidate all, or part of your Warranty. Please discuss with Wonderful Homes and the structural warranty provider if you plan to alter or extend your home.
Warranty Dispute Resolution
In the unlikely event that Wonderful Homes does not deal with any genuine warranty issue in a reasonable time period and to an acceptable standard, then the issue can be reported to the warranty dispute conciliation service. The conciliation service will appoint a building surveyor who will investigate the dispute and make recommendations based on their technical expertise and experience. If Wonderful Homes does not carry out the work within the time stipulated by the Conciliation Service, the structural warranty insurer will arrange for the work specified in the surveyor’s report to be carried out or meet the reasonable costs of carrying out the work. Please see our Complaints Procedure for more details.