SOMETHING’S WRONG

Complete failure of the central heating system, including the programmer and hot water at any time of year. Before calling, please check that the failure is not caused by local electricity or gas supply problems or by incorrect settings of your programmer or thermostats. Please refer to your boiler user guide should a fault be displayed. In extremely cold weather conditions where it’s below -3°C, we advise that you run your heating continuously.

When a leak can’t be contained and is causing damage, locate the stop tap (you will be shown the location during your home demonstration) and turn off the water supply into your property. If the water is running into an electrical fitting, turn off the electricity supply at the consumer unit. Contact us immediately.

For complete loss of water, check with your local service provider that they have not turned off the supply to carry out repair work before you contact us.

Issues caused by outside tap water feeds freezing and causing internal leaks within the property, is a general maintenance issue and not a plumbing defect and as such will not be treated as an emergency, nor covered under the warranty.

Open all windows to ventilate your home and contact your gas supplier immediately. Isolate the gas supply at the meter and avoid using any electrical appliances that may cause a spark. Contact us if you need any further help.

Smell gas? Call the National Grid on 0800 111 999

Total loss of electricity throughout the property, which cannot be rectified by resetting the meter trip switch, or a partial loss when there are potential safety hazards such as in a communal hallway. Check with your electricity supplier to ensure that they have not turned off the main supply for repair work and that there is no local power failure.

Most roof problems are considered non-urgent unless they pose a danger to health and safety. It is an emergency if any loss of roof or ridge tiles have damaged your home and allowing water to get into your electrical system. If the loss of roof or ridge tiles was caused by a storm, contact your buildings insurance company as the primary insurer of storm related damage claims.

If you experience a blocked drain that is causing flooding or overflow inside or outside of your property, please contact a qualified drainage contractor immediately to clear the blockage and carry out a CCTV inspection of the drains. If the issue is found to be due to a construction defect, Wain Homes will reimburse the full cost upon receipt of the contractor’s invoice and CCTV evidence. However, if the blockage is caused by inappropriate items being flushed, such as nappies, wipes, or other non-flushable materials, the responsibility and cost will remain with the
homeowner.

A faulty window or door lock compromises your security and safety, so we treat it as an emergency and aim to send a qualified tradesperson as soon as possible.

When there is only a partial power loss to some sockets, but not to all.

When sinks, baths or showers are blocked due to faulty workmanship or materials. If the blockage was caused by something else, you may be liable for any call out charges.

If we’ve fitted any kitchen appliances or waste disposal systems that break down, you should contact the manufacturer direct. You’ll find these contact details in your handover documents.

These include:

• dripping taps
• stiff doors or windows
• creaking floorboards