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Customer Care - New Build

Moving into your new build Karbon home is a really exciting time

We want to make sure you have everything you need to settle in

We pride ourselves on good quality homes, with a dedicated team to ensure our homes are always up to the standard you expect. 

This page will give you a good overview of what to expect in your new home, just take a look at the video and guides below for helpful information about appliances, warranties and defect periods. You'll also receive a home user pack when you move in which will explain how everything works in more detail, but you can always come to us if you have any questions. 

Don't forget to complete your Customer Satisfaction Survey once you move into your new home, we'd love to hear your feedback on your new Karbon home experience.

What is a defect?

We hope to get everything right for you first time, but in the unlikely event that your home isn't up to scratch, you can report that defect to us. Just use the form below to report a defect or if you're unsure whether your home has a defect, you can enquire below.

Any internal doors that do not close correctly, due to any new flooring that has been fitted. Our recommendation to resolve these issues easily is for our customers to source their own joiner to shave the doors, or complete this work under normal home maintenance.

  • Storm damage
  • Shrinkage cracks under the size of £1 coin to walls, skirts ceilings, and under 4mm to staircases
  • Marks on walls that can be cleaned off with warm water and soap
  • Glazing scratches on any windows may not be accepted unless excessive. Customers are asked to view any scratches from the middle of the room in natural daylight, looking through the glass and not at it, as you would your windscreen of a car. Customers are requested to take images outlining the scratches and send those images to our Customer Relationship Team.
  • Low pressure to boiler usually this will have a F2 code on the boiler, the customer will need to re-pressurise the boiler themselves.
  • Blocked toilers due to toilet tissue, wipes.
  • Toilets damaged by something been dropped – this is misuse
  • Calls made to OHH for leaks that are caused by nails been hammered through the walls – customer will be charged
  • Snapped key
  • Small scratches on the front door
  • Water damage to work surfaces
  • Bulbs that need to be replaced
  • Bath seal that has deteriorated
  • Bath hot water temperatures are set to a maximum of 48 degrees, customers are requested to test the temperature. Should this be under 48 degrees we would recommend reporting this to our Customer Relationship Team. Please note that there is an anti-scold device fitted as per water regulations, that will not be removed.
  • Nail pops
  • Fence that has become damaged due to adverse weather or not been maintained correctly
  • Loose toilet seat
  • Condensation on windows this is due to lack of ventilation, customers need to use trickle vents provided and extractor fan whilst running baths or having showers,
  • Radiators coming away from any wall which is due any damage caused by home maintenance.
  • Moisture to loft space, this is normal lofts are generally a cold area they are there to ventilate the home, customer should not be using for boarding out or excessive storage.
  • Any turf that has been provided, which may have stones or has become wilted due to not been watered and cared for, would be treated as normal home maintenance.
  • Efflorescence on brickwork – this is a build-up of natural salt in the brick (it can be white /grey in colour)
  • Fine cracks in cement floor / bubbles in cement floor (kitchen)


Defect repairs been reported when there is no active warranty, Customers will need to report this as a standard repair to our Customer Relationship Team.

Any defect repair that has been attended by a thirst party contractor, will affect the warranty, we will not guarantee their work.

  • No heating
  • No hot water
  • Taps wrong way around (cold instead of hot or vice versa)
  • Doors will not lock
  • Constant running water in the toilet pan
  • Radiators leaking
  • Missing roof tiles
  • Sunken gardens
  • Doors dropped and can’t be closed / hinges not correctly fitted
  • Drainage issues
  • External tap coming away from the wall
  • No water to toilets or taps
  • Cracks in wall tiles / holes in tiles
  • Electrical sockets not working
  • Letterbox missing / large gaps
  • Leaks to ceilings
  • Loose paving stones
  • Holes in external guttering
  • Spotlight / downlights not fitted correctly
  • Electric cables / pipes visible

We're here to help

Report a defect for your new build home

Simply fill in the form below to report a defect or ask a question. Or you can email or call us on 0808 164 0111.

Please give us a little bit of information about the defect you'd like to report. For a list of what is classed as a defect please read the FAQs above.
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