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 - there's £100 in vouchers up for grabs too!

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.

  • 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

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.

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.