How Do Repairs Work?

Repairs

Structural repairs - There may be essential repairs that we will be liable for within the first 10 years from the date of your completion, or for Rent to Buy and Right to Shared Ownership tenants who have converted to Shared Ownership, from the practical completion date of the property.

The majority of these types of repairs will be covered by the build warranty, however in some instances we will undertake the work.

Non-structural repairs - The new model shared ownership lease gives you £500 per year to use towards the cost of general repairs. You’re still responsible for getting these repairs done to your home but you’re able to make a claim for up to £500 towards the cost of your repairs. You can also carry over any balance remaining up to a maximum of £500 per year.

Important note - These repairs will be covered by the developer during your defects period, usually 24 months after the build is completed. You will also have a warranty on your home, details of which can be found on your handover paperwork.

• Year 1 = all items that qualify as a defect will be covered under the defects liability process. You must report each item to us as per the instructions in your handover paperwork.
• Year 2 = all items that qualify as a defect will be covered under the defects liability process. You must report each item directly to the developer as per the instructions in your handover paperwork.
• Years 3-10 = you can make repair claim requests to us by completing the online repair claim request form (subject to eligibility).

How To Make A Claim For Repairs

Structural repairs - To request an eligible structural repair, you must complete the online Repair Claim Form on our website.

Non-structural repairs - To make a claim for the cost of non-structural repairs you must first complete the online Repair Claim Form on our website to get pre-approval from us before you get the work done. We will only consider retrospective claims where work has been done in an emergency.

Using our online form, you can register your claim for approval. You must include:

• a photograph of the repair
• a report with details of the issue
• for non-structural repair claims, you must include a quote from a Trustmark registered professional to complete the work

We will confirm that the work has been approved within seven working days. Please do not do anything until you have this approval.

For non-structural repairs, once the work has been completed you can use the online Repair Claim Form to provide evidence of the completed repair and receipts from your Trustmark approved contractor to recover your costs (up to £500 each year).

If you need to get non-structural work done to your home in an emergency, you can also make a claim for the costs you’ve incurred using this process.

Repairs Obligation

The below repairs are essential repairs that we will be liable for within the first 10 years from the date of your completion.

The majority of these types of repairs will be covered by the build warranty, however in some instances we will undertake the work.

Examples of these are:

• Failing render (cracking / cosmetic)
• Rainwater goods
• Roof works (loose ridge tiles) although this could be storm damage / act of god. Wet / dry verge failure
• Loose panelling / cladding systems.
• Loose / unsecure stair components (handrails, newel posts, treads / risers)

Other repairs require a contribution us within the first 10 years to a maximum of £500 per year, providing they are not covered by the build warranty or any other warranty.

The repairs falling under this category could be:

• Baths, basins and sinks
• Water main pressure issues
• Ticking pipes
• Stop cock failure
• Heating fault / failure (if outside appliance warranty & service record up to date) This includes boiler, radiators, thermostats
• Domestic hot water provision fault / failure (if outside appliance warranty & service record up to date)
• Renewable technology fault / failure (if outside appliance warranty & service record up to date)
• Basin, Sink, Bath taps repairs / replacement (replacement ceramic cartridge / washer).
• Basin, Sink, Bath waste & trap repairs / replacement
• Resecure loose taps
• Shower valve fault / failure
• Faulty WC flushing system / syphon etc.
• Wastewater discharge (bath, sinks & WC) pipework repairs
• Drainage issues from sanitaryware

Any repair that falls outside of those highlighted above would be customer responsibility and not covered by emh eg shower screen, shower hose, shower head, bath panel, any accidental damage.

What Will Happen Once I Submit My Claim?

Once we receive your claim, we’ll check through all the information you give us.  We may need to ask you for more information to review your claim. Once we’ve approved or refused your claim internally, we’ll confirm the decision with you. If you claim is refused, you’ll have the opportunity to have this reviewed.

If your claim is accepted, then for non-structural claims we’ll let you know and confirm the remaining balance of your allowance. We’ll also ask you for important information about the evidence you’ll need to send us after the work is completed.

If you’re in arrears we may apply the credit for your repair to your rent account, rather than make the payment directly to you.  We’ll let you know when we process your claim if we’re going to do it this way.

Can My Claim Be Refused?

1. The repair is not covered by the scheme. The allowance only applies to services and heating, other elements would not be covered by the allowance but could still be covered by guarantees or warranties from the developer.
2. The repair is not going to be completed by a company registered with Trustmark
3. The component has not been routinely serviced/maintained with evidence to support this.
4. The repair has been caused deliberately through an act or omission.
5. Information requested (to process the claim) has not been provided.

What Are My Responsibilites?

• You must check warranties pertaining to particular components and claim through existing policies where covered.
• If the claim is one that would be covered by your building warranty (NHBC/LABC/Premier) then you must contact them directly.
• If your claim is one that would be covered by your home insurance provider (for example, accidental damage) then you must contact them directly.
• If your claim is one that is covered by emh’s building insurance then you must contact them directly.
• Appropriately maintain your shared ownership home and ensure routine servicing and maintenance arrangements are in place (e.g. boiler servicing) and provide evidence of this as requested.
• Notify and seek agreement from us prior to undertaking any work using the online repair claim form.
• Notify us once work is completed and provide a full description of works completed, photographic evidence of the completed works, a copy of the paid invoice from the Trustmark approved contractor. This must be done within 28 days of work being completed.
• You must use a Trustmark approved tradesperson to carry out the repair.
• Provide access to the property where we wish to inspect a repair.

Exclusions To Repairs & Maintenance

• Any repair that falls outside of those highlighted in the repairs obligation section would be your responsibility and not covered by us for example, shower screen, shower hose, shower head, bath panel.
• You will not be able to claim expenditure for DIY repairs, or repairs done by non-professionals.
• You will not be able to claim for accidental damage. In this case please contact your own home contents/buildings insurance provider.
• Repairs where there has been a breach of lease such as deliberate or avoidable damage will not be claimable. This includes where you have failed to ensure appropriate routine servicing and maintenance.
• We will have the right, at our discretion, to reject repairs claims using any unapproved company which is not part of the Trustmark scheme.
• Repairs or replacements carried out to an improved specification will not be eligible unless unavoidable.