Report a problem

We want you to love your new home and we have an Aftercare team who are happy to answer any questions you may have as you settle into your new place. Our Aftercare Team also manage any defects you may find in your new home.

Should you wish to report a problem with your home or send us an aftersales query, please use the form below and an appropriate member of the team will be in touch to help you. 

Please provide as much detail as possible in the description field. Uploading images will also allow us to deal with your issue promptly. If you can’t upload images, there may be a delay in dealing with your issue.

If you have bought your home under the shared ownership scheme 
  • you have a period of 1 year* to report any issues or problems
If you have bought your home at full value on the open market 
  • you have a period of 2 years* to report any issues or problems

*This period may differ, dependent on your home, please refer to your home buyers guide or contact your sales consultant.

How do I report an emergency?

Space Homes has arranged emergency cover during the first two years, to provide you with the peace of mind that you can access assistance outside of hours.

Any emergencies relating to your home should be reported as soon as possible by calling 0345 366 4409
 

The following list details what issues are classed as an emergency:

  • Loss of heating or hot water during winter
  • Loss of water supply
  • A water leak that cannot be contained or is damaging your home
  • Loss of power affecting residents' safety
  • Roof leak causing damage (except storm damage)
  • Blocked drains causing flooding
  • Faulty lock, comprising home security

 

What can I report as a defect?
The following list details everything that you can report as a defect to us:
  • Leaking plumbing
  • Doors or windows not opening or closing properly
  • Roofing and tiling faults
  • Structural problems
  • Incorrectly fitted fixtures and fittings
  • Electrical sockets or switches not working
  • Leaking guttering

The below list gives an over view of issues we would not cover:
  • Vandalism, accidental damage or wear and tear
  • Plasterwork shrinkage, cracks less than 3mm wide and nail pops
  • Lack of ventilation
  • Servicing of appliances eg. the boiler
  • Blocked guttering, plumbing or draining issues from misuse
  • Registering warranties for in-built appliances, eg. hob, oven or cooker hood
  • Storm or wind damage
When will my defect be resolved?

If you have an emergency, we aim to resolve the issue within 24 hours. We will endeavour to solve any issues deemed as urgent within 7 days.

If your defect is a non emergency, ​a member of our after care team will register your defect and be in touch with you in 3 working days and we will rectify the defect within 28 days.

Please note these timescales are subject to access arrangements, materials and weather conditions (where applicable)

How do I give feedback?
Making sure you’re happy is our top priority. That’s why your feedback is so important. It helps us improve what we do and build the right home buying process for you. So, whether it’s good or bad, we want to hear what you have to say. 

To give us feedback, please visit the link below - 

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Report a problem

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