Your New Home

We hope you are enjoying everything so far about your new home, but if you need a helping hand, we’re here for you.

Getting in touch
Email customercare@hive-homes.co.uk
Call 01444 675 204

Out-of-hours emergencies

We will arrange for a contractor to rectify the issue if it is deemed to be a valid emergency under your home warranty. During the first two years, the following emergency issues will be rectified:

• A leak or flooding that cannot be contained and is entering electrics or causing damage
• Loss of water supply in your home (not caused by supplier fault)
• Complete electrical failure in your home (not a power cut or tripped circuit, please
  check your trip switch has not been activated by a domestic appliance fault first)
• Blocked waste water drains causing overflowing inside or outside (not caused by improper disposal of item such as wet wipes down WC or sink)
• Complete failure of the heating system and /or hot water system (Firstly please check the pressure gauge on your boiler is showing between 1 & 2 bars (ideally 1.5), if not – your boiler will need repressurising and this is a home maintenance issue)
• Faulty lock to a window, door or garage door, causing a loss of home security
• Roof leaks (not caused by storm damage) 

*Please be aware that Hive Homes Customer Care will not cover the costs of an emergency repair if the issue is not listed above.

Your home warranty

For your peace of mind, your home is protected by a structural warranty provided by LABC for a total of ten years post-completion. We have included a summary of the home warranty within this section, but for more information, please read the documents provided at the back of this manual.

For more information on LABC, please click here.

Snagging

During the Handover process, you will have had the opportunity to report any snagging items. You will receive a further opportunity at 10 days after Legal Completion and on the first construction anniversary.

Year one and two in your new home

The first two years post-completion are known as the developer’s liability period (DLP).

During this time, any genuine defects (which are not considered general wear and tear or maintenance issues) should be reported to Hive Homes Aftercare, who will assess the issue and arrange for a contractor to make any necessary repairs.

Reporting a defect

In the first two years after Legal Completion, if you encounter any issues, you should contact Hive Homes Aftercare by calling us on 01444 675 204.

The defect will be logged on our system and reviewed by Hive Homes. Upon receipt of a reported item that is deemed a genuine defect, our Aftercare team will acknowledge the issue by telephone or email within 72 hours. We endeavour to resolve the issue within 30 working days.

Should Hive Homes feel the issue received is not a defect, we will ensure you receive full details on how and why this decision has been reached.

Repairing a defect

If a contractor needs to visit your home to rectify the defect issue, we will arrange the date and time with you beforehand and try to keep inconvenience to a minimum. Repairs will be carried out within normal working hours unless it is an emergency defect issue. To carry out repair work, you will need to provide our contractor with reasonable access to your home.
Under the terms of the LABC warranty, we are not liable for any expenses or loss of earnings that you incur as a result of us conducting repairs in your home.

What is not included?

Your home’s LABC warranty only covers structural defects that fail to meet Building Regulations. Please read your warranty policy for precise details of the cover provided.

What is the New Homes Quality Code?

The customer service procedures provided by Hive Homes fully comply with the New Homes Quality Code (NHQC), which protects homebuyers by ensuring home builders adhere to a strict set of rules.

The NHQC is enforced through the New Homes Quality Board (NHQB), which requires that all of their registered builders adopt and comply with the Code. They will also appoint and oversee the performance of the independent New Homes Ombudsman Service.

To find out more about the NHQC, please visit www.nhqb.org.uk

Year three to ten in your new home

At the end of the DLP, the aftercare and emergency defect service provided by Hive Homes Aftercare will terminate.

LABC will assume responsibility for insurance protection for a further eight years, up until the policy expires at the end of the tenth year after legal completion. During this period, the policy covers structural defects, contaminated land and, occasionally, additional cover for failure to comply with Building Regulations.

During this time, you should report any valid issues directly to LABC, using the details provided in your new home guide. You will need to quote your policy code.