Report a structural defect

Under the new model shared ownership lease, the landlord is responsible for the cost of essential repairs required to the external fabric of the building and structural repairs to walls, floors, ceiling, and stairs inside of the home - but only where the repair is not covered by the new build guarantee. If the issue is covered by a guarantee (or insurance), we will help you pursue the claim and pay for any relevant excess.

New Model Shared Ownership Lease - Structural Repairs

What is a structural defect?
A fault in the material, building work or design resulting in the failure of a load-bearing part of a new home, and any fault that causes structural damage that significantly and negatively affects the use of the new home for residential occupancy.

If you submit a structural defect claim and it is successful, you will be eligible for its repair at no cost. You can do this below.

Excess for repairs
In the event of a successful claim with the NHBC/warranty provider there may be an excess fee which LiveWest will cover for New Model Shared Ownership Lease customers. If we believe the repair will cost less than the expected excess sum, LiveWest or our approved specialist contractor may carry out the repair on the home. There may be limited occasions where the structural issue meets the criteria of an essential repair but it is not covered by a new build warranty. Where this is the case, LiveWest will either reimburse the customer the reasonable cost of making good or undertake the necessary repair ourselves (either directly or outsourced to a suitably qualified and insured third party). For further information, please see the FAQs at the bottom of the page.

Is my structural repair eligible for assistance?

What is covered:

  • Foundations/subsidence (if it is causing significant cracking and movement of the property).
  • Floors (not floor coverings such as hardwood floors, lino or carpets).
  • The external walls of the property (not boundary walls such as fences or walls surrounding the property).
  • Structural or load-bearing internal walls.
  • Roof, chimney and flue (only if it is causing water to enter the property).
  • Windows or doors (only if the issue is being caused by subsidence/structural movement). For example, if windows or doors have started to stick in their frames or swing open.

What is not covered:

  • Subsidence (unless there are signs of significant cracking and movement). 
  • Floor coverings such as hardwood floors, lino or carpets. 
  • Boundary walls. 
  • Render (unless it is significantly cracking and coming away from the walls of the property signifying a potential structural issue).
  • Driveways and car parks. 
  • Windows or doors (unless issues are caused by subsidence/structural movement. For example, if windows or doors have started to stick in their frames or swing open).
  • Water-logged gardens (where there is no damage to the internal structure of the home). 
Continue and apply

FAQs

This will be explained by your solicitor and Sales Consultant, but we have also included a logo on all new model leases.

If your lease mentions a qualifying repairs period and also has a term of at least 990 years, you will be a new shared ownership model lease customer.

Please note, we will only consider retrospective claims where work has been done in an emergency. 

Should you experience something like a major leak or no heating or hot water during winter and your home is not within the defect period, you should contact our Builders Insurance provider in the first instance. More information is below in section 14.

You can then make a claim to be reimbursed the buildings insurance excess.

For any structural issues, there will be a new home guarantee in place which LiveWest register on your behalf.

For appliance or component warranties, it is essential to register any warranties and ensure you comply with the terms, such as having your boiler serviced annually by a qualified Gas safe engineer.  If you fail to register such warranties (that are your responsibility), LiveWest cannot reimburse you for any associated claims.

Within the defects period, all defects whether structural or not should be reported to our Aftercare Team for the developer to respond to.

If you have a structural repair or issue which you need to report after the defect period has ended, this will not come out of your £500 yearly allowance as LiveWest are responsible for the structure of the property for the first ten years and we will progress such claims on your behalf with the relevant new home warranty provider (which includes LiveWest paying for any excess if applicable).

To report a structural repair or issue, please call 0300 123 8080.