Defects

Defects are repairs to the building that relate to workmanship, parts, or individual components. They are not repairs resulting from deliberate or accidental damage.

For example, the builders will repair a loose door handle as it is expected to be in working order from when the property is handed over. Builders will not repair the door if it was damaged by furniture when you moved in.

Call us on 0300 131 7300 or email repairs@isha.co.uk to report a defect.

If you call us, we will note the details of your repair and pass them on to the builder. You should report all defects directly to us, even if you mention them to the contractor in person while they are on site. The contractors are only liable for repairs that have been formally reported to them. For this reason, we must keep a log of all repairs.

We recommend that you wait a year before you redecorate.

This is because much water is used to make a new home, and the property dries slowly over the first year. As homes dry, hairline cracks may appear in your walls. These are usually harmless, but if the cracks are large enough you can slide a pound coin into the crack, then you should notify us immediately.

If you are unhappy with the standard of the repair or the time taken to carry out the works, call 0300 131 7300 or email HomeOwnership@isha.co.uk. Our team oversees the defects process, liaises with the builders, and resolves any difficulties.

At the end of the defects liability period, a final joint inspection is carried out in each home and the shared communal areas. The inspection party usually consists of the Building Contractor, a member of our Home Ownership Team, the Clerk of Works, and the Employer’s Agent. The purpose of the inspection is to check for any remaining defects.

Following the inspection, the builder will arrange appointments directly with you to return and complete the final defect rectification. They will ask you to sign a form confirming that all work on the defects is complete, and their contract with ISHA will not be settled until all these signed forms have been received.

If a reported repair is carried out and found to result from misuse or damage, the repair cost may be charged to the shared owner/leaseholder.

We classify defects into three categories.

Priority 1

Type: Emergency defects
Resolution time: Within 24 hours

Defects are treated as emergencies where:

• there is a danger to life or limb
• there is major damage to the property involving fire or flood
• the property is insecure
• there is a loss of space heating or hot water from October to April
• gas escape is notified immediately to the utility supplier.

Please help to keep you and everyone safe

• If there is a water leak, turn off the water supply.
• If there is an electrical problem, turn off the power at the mains switch (providing it is safe to do so).

Priority 2

Type: Urgent repairs
Resolution time: Five working days

Defects are treated as urgent where work needs to be carried out quickly to:

• overcome serious inconvenience to the resident or an adjoining property
• prevent immediate damage to the property
• deal with a potential health or security risk
• repair the heating or water supply between October and April.

Priority 3

Type: Routine defects
Resolution time: 20 working days

Defects are treated as routine where there is no immediate inconvenience, danger or damage is caused and:

• the defect can be done together with other work
• the work may take some time
• different trade skills are involved
• parts need to be ordered or constructed.

In an emergency, call us on 0300 131 7300.