Repairs to your leased home

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If you’ve moved into a new leased home, there may be some repairs you need sorting out.

If your home is a new-build, then it might still be within what’s called the defects period. This is typically twelve months after the home is formally handed over to Family Mosaic. When you move in, you will be advised as to how long remains in the defects period.

During this time, the builder remains liable for any faults or problems with the structure of the building, the communal fixtures and fittings, and any faults or structural or mechanical problems inside your home.

If you discover a fault, call us on 0300 123 2209 and report it.

Please do this as soon as you discover the problem: this is especially important for ceramic fittings, like toilets and sinks.

We will then organise for the builder to repair the fault. For internal defects, you’ll be asked to provide access to your home so it can be repaired as quickly as possible: we’re sorry if this is inconvenient for you.

The end of defects letter

We send this to you when the defects period is due to expire. We’ll ask you to tell us about any outstanding issues. We may then arrange a formal inspection with the builder.

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Please respond to this letter: otherwise, we’ll assume that there is nothing wrong with your property. This may result in the builder refusing to carry out the repair.

What happens after the defects period?

This will depend on whether you live in a block of flats or a house.

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If you live in a house, then you’ll be responsible for all the repairs to your home.

If you live in a block of flats, then we’re responsible for:

  • exterior walls and foundations, and roof
  • rainwater and soil pipes, sewers and drains
  • gas, water, electricity supply pipes to your flat
  • lifts
  • communal heating systems (outside the boundary of your flat) and communal window frames and entrance doors
  • external decorations and common parts decoration
  • external communal areas (car parks, private estate roads)

Please note that although we’re responsible for carrying out the repairs, the cost of repairs will be recovered from your service charge. If we need to carry out a repair that will cost more than £250 per leaseholder, we will consult with you before we start.

You’re responsible for:

  • fixtures and fittings (like kitchen units), as well as toilets, baths and showers
  • floorboards and floor tiles
  • internal redecoration
  • radiators, storage heaters, storage tanks and pipe work within your flat
  • leaks or burst pipes within your flat
  • gas boilers and Heat Interface Units (which you should get serviced annually)
  • gas, electric and water installations within the flat
  • internal non-structural walls
  • glazing for your windows
  • your front door

Wear and tear

Builders are not responsible for repairs caused by wear and tear, or damage or misuse. It’s important that you tell us about a problem as soon as possible, otherwise the builder may claim that the fault is down to wear and tear, and won’t agree to carry out the repair.

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If the fault is because of your misuse – for example, if boiler systems have been used incorrectly – then you will be recharged for the cost of the call out and any associated repair. If you’re unsure how to operate your boiler, please refer to your owner’s manual. Remember, it is your responsibility to maintain your boiler or Heat Interface Unit in good condition and to have annual service and safety checks.

Similarly, if you or your guests cause damage inside your home during the defects period, then you’ll be responsible for this repair.

White goods

These are not covered during the defects period. If these break down, you should refer to the instruction manuals, and the guarantees or warrantees that you were given when you first moved in. You’ll then need to contact the manufacturer to get them repaired.

Communal areas

Sometimes there’s a need to complete a repair to the communal parts of the scheme during the defects period.

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Remember, after the defects period expires, all communal repairs will need to be undertaken on behalf of the residents, and will be paid for from your service charge.

Major works

Part of your service charge will be put into the sinking fund: this is what is used for the future maintenance of your home. It might be used for things like replacing a roof or renewing a lift.

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All the money in the sinking fund is held in a trust for leaseholders. We will always consult with you before we carry out any major works that will cost more than £250 per leaseholder.

We’ll tell you at the beginning of each financial year how much we’ll be putting into the sinking fund, as well as what major works we’re planning to do.

Out-of-hours emergencies

Our-of-hours emergencies are repairs that present serious health, safety or security risks, and could result in major damage to your home.

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They might include:

  • serious flooding or leaks
  • the lift breaking down
  • complete loss of electricity
  • exposed wires
  • damage to windows or doors that makes your home insecure
  • blocked toilet when there’s only one WC
  • dangerous ceilings, plasterwork or walls

We will not carry out emergency repairs to your property unless they are defects within the defect period. If a repair is carried out at your request and is subsequently found not to be a defect, you may be recharged. We will of course continue to carry out emergency repairs to communal areas after the end of the defect period.

Water leaks

If you have a water leak coming through your ceiling, please remember to check with your neighbour first. We’re only responsible if the water is leaking from communal pipes.

What about if my home isn’t a new build?

If you’ve bought a house, then you’ll be responsible for all the repairs to your home.

Find out more

If you live in a block of flats, then we’re responsible for:

  • exterior walls and foundations, and roofs
  • rainwater and soil pipes, and sewers and drains
  • gas, water, electricity supply pipes to your flat
  • lifts
  • communal heating systems, and communal window frames and entrance doors
  • external decorations and common parts decoration
  • external communal areas (car parks, private estate roads)

Please note that although we’re responsible for carrying out the repairs, the cost of repairs will be recovered from your service charge. If we need to carry out a repair that will cost more than £250 per leaseholder, we will consult with you before we start.

You’re responsible for:

  • fixtures and fittings (like kitchen units), as well as toilets, baths and showers
  • floorboards and floor tiles
  • internal redecoration
  • radiators, storage heaters, storage tanks and pipe work within your flat
  • leaks or burst pipes within your flat
  • gas boilers (which you should get serviced annually)
  • gas, electric and water installations within the flat
  • internal non-structural walls
  • glazing for your windows
  • your front door

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Improving health, wealth and wellbeing through housing

Improving health, wealth and wellbeing through housing

Improving health, wealth and wellbeing through housing