Property built<1 year

If your property is a new build development within its 12 months warranty

Defect/repairs inside your home

The ‘defects period’ is typically the twelve months following the formal handover of the scheme to Family Mosaic. It is not twelve months from the date you move into your new home. 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 / mechanical problems inside your home.

If you discover a fault or problem during the defects period, you should report it to us on 0300 123 3456 or repairs.contactcentre@familymosaic.co.uk. They will ask the builder to attend to put the matter right, and can give you information on when the defect will be completed. For internal defects, you will be asked to provide access to your home to ensure these can be attended to as quickly as possible (unless it is a non-urgent defect which will be resolved at the end of the defects period.)

Please note though that white goods in your home like your fridge, washing machine and oven are not included in the defects period. If these breakdown, you should refer to the instruction manuals and guarantees/warrantees given to you when you moved in to contact the manufacturer to arrange to have these repaired

When the defects period is due to expire, an inspection will take place of your home to note down any defects which have not yet been resolved. It is important that you give Family Mosaic access to your property so we can ensure that any outstanding defects are noted.

Builders are not responsible for repairs arising from wear and tear, damage or misuse, so it is important that you report all problems as soon as you notice them, even if the decision is taken to complete the defect – to plasterwork for example – at the end of the defects period. Otherwise, the contractor may say that the fault is down to leaseholder damage and will not agree to complete the repair.

If the fault is the result of leaseholder damage or misuse, or systems like the boiler and central heating are being used incorrectly, but are not broken, you will be recharged for the cost of the call out and any associated repair. (If you are unsure how to operate your boiler and central heating, please refer to your Owners’ Manual which will include instructions on how to programme and maintain the system).
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CERAMIC FITTINGS PLEASE NOTE:

It is especially important that you report any damage to ceramic fittings, like toilets and sinks, as soon as you move in, as any delay will most probably result in the contractor refusing to accept liability.

Defects/repairs in the communal areas

If any items or services stop working or are faulty in the communal areas during the defects period (the first 12 month’s of the development’s life) then please log this in as a defect by calling 0300 123 3456, and select option 1.

During the defects period, there is sometimes a need to complete a repair to the communal parts of a scheme when something has been broken or damaged. The builders will not repair these items, so Family Mosaic’s own contractors will carry out the repair. To log in a repair please call 0300 123 3456, and select option 1.

If you are not sure whether something is a repair or a defect please do not worry, as the repairs call centre will be able to classify this.

Out-of-Hours Emergencies

These are repairs that present serious health, safety and security risks or could result in major damage to your home. A contractor is asked to make a situation ‘safe’, not necessarily to complete the repair itself.

Some examples of out-of hours emergencies during the defects period include:

• Serious floods and leaks
• Lift breakdowns
• Complete loss of electricity
• No lighting throughout thehouse
• Exposed wires
• Damage to windows or doors which make the home insecure
• Blocked drains or toilets where there is only one w.c
• Dangerous ceilings, plasterwork and walls

All out of hours emergencies should be logged in by calling 0300 123 3456, and select option 1

Property built>1 year

If your property is over a year old and out of warranty

Who is responsible?

I am not sure whether a specific repair is my responsibility or down to Family Mosaic to rectify

The table on pages 14/15 of the homeownerss' handbook details who is responsible for various different sections of your development. Please refer to it if you are not sure if a specific repair is your responsibility or Family Mosaic’s responsibility.

Please note that if your development is not managed by Family Mosaic, then you will need to contact the managing agent for any repairs that are their responsibility, not Family Mosaic.

Repairs in communal areas

If your development is managed by Family Mosaic please log any communal area repairs in with our repairs call centre by calling 0300 123 3456, and select option 1

If your property is not managed by Family Mosaic, then you will need to contact the managing agent for any repairs that are their responsibility, not Family Mosaic. If you are unsure who your managing agent is, please call the Customer Care Line on 0300 123 3456.