What to expect after you move in

We’re here when you need us throughout your buying journey. And we’re still here even after you pick up your keys. The timeline below shows how we’ll keep in touch over the coming weeks and months, making sure everything is as it should be.

Completion day visit from your Sales Executive 

Your Sales Executive will make sure you have all the information you need about your new home, and details of who to contact in case of an emergency or if you have a query.

First visit from the Site Manager 

However small, if there’s anything in your home you’re not completely happy with, we want to know about it. Your Site Manager will pop by 48 hours after you’ve moved in to book in a visit over the next few weeks. So you have plenty of time to make a note of anything you’re not sure about.

Second visit from the Site Manager 

Your Site Manager will walk round your home with you to discuss any items you are concerned about. If something needs putting right, we’ll agree the next steps with you.

Final acceptance certificate  

Once you're really settled in, we'll ask you to sign the final acceptance certificate.

Customer Care welcome 

Our team will be in touch to introduce themselves, make sure you have all the contact information you need and that you’re happy with any repairs. 

Need our help? Whether it's an emergency or you have a more routine issue, our Customer Care Team is just a phone call or an email away.

Click here to contact us.

Customer surveys 

It's likely that you will receive two surveys from the NHBC, the first about 8 weeks after you complete your purchase and then about 9 months after. This is the NHBC National New Homes Survey which asks you to rate the quality of your new home and the service provided by your builder from reservation of the plot to after you've completed your purchase. https://www.nhbc.co.uk/homeowners/your-nhbc-national-new-homes-survey

Wain Homes 2-year warranty 

Your new home comes with a warranty that lasts for two years from the date you complete. It covers you for everything we’ve supplied, including appliances, kitchen units, sanitaryware, carpets and fitted furniture. If you have any problems during this time because of faulty workmanship or materials, we’ll get it sorted. 

Things you’re covered for

  • Boiler (we look after your boiler for two years providing you’ve had serviced after the first year).
  • Leaks to plumbing fittings
  • Electrical problems
  • Leaking gutters
  • Windows and doors (not glass)
  • Appliances such as ovens and hobsare covered under the manufacturers’ 2 years warranty, so please contact them direct to report a fault.

Things you’re not covered for

  • Any alterations to the original works within your home which you carry out yourself after legal completion. This includes, structural, cosmetic, water and electrical installations such as changing light fittings, sockets and switches
  • Storm damage to any fences or roof tiling
  • Blocked drains caused by inappropriate disposal of waste
  • Any cosmetic scratches, chips or marks to surfaces, work tops, sanitaryware and glass that are not recorded on the key release form
  • Problems caused through natural shrinkage, condensation or mould growth
  • Boiler breakdown if not properly maintained or serviced and includes the pressure dropping
  • Damage caused to fixtures and fittings through improper use and lack of maintenance
  • Pest infestation
  • Frozen pipes

NHBC 10-year warranty 

You should receive your NHBC 10-year warranty insurance certificate and policy booklet before you move into your new home. The booklet explains what you’re covered for and what the NHBC are responsible for. It also explains what we’re responsible for during the first two years after you’ve completed.

 Find out more about the NHBC warranty here


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