Your frequently asked questions

Who do I contact in an emergency?

If you have an emergency, you should contact the Aftercare Team on 01444 675200.

Out of office hours, you can call 0330 1244210.

What constitutes an emergency?

An emergency is a situation which poses a risk to you or will cause further damage to the property. Emergencies may include:

• Complete loss of water supply
• Uncontainable water leaks
• Complete failure of your hot water AND heating (between October and April)
• Complete loss of power supply (or partial loss if this results in a potential safety hazard)
• Blocked drains causing flooding
• Blocked or failed flushing to a WC if there is only one WC in the property
• Failure of door or window locks that present a security risk
• Roof issues which are causing uncontainable leaks or loose coverings, which present a health and safety risk

Please note that call outs for non-emergency situations could result in charges being presented.

Who should I speak to if I am having any problems with my new home?

The answer to this will depend on the problem you are having.

• Appliances
  If you are having trouble with one of your appliances, then you can access all of the ‘How to…’ videos here. You can also access the individual appliance user guides, which are available on the USB, which you will have been given during handover.
  
• Build Defects
  If you need to report a build defect, you can log this via the Occupant Portal here or you can contact the Aftercare Team by calling 01444 675200 or via email: Boklokaftercare@defects.uk.com
• Emergency
  If you have an emergency, you should contact the Aftercare Team on 01444 675200. Out of office hours, you can call 0330 1244210.
• Wider Development
  If you have an issue concerning the maintenance of the wider development, you should contact the managing agent. Tel: 01635 523707. Email: block.management@jonesrobinson.co.uk

What is a warranty?

The warranty on your new home is the insurance policy, which safeguards you against any defects for the first ten years. The first two years of your warranty will be covered by BoKlok and the next eight by the warranty provider.

What is a snag?

A snag is the name given to a minor build defect, which exists at the point of legal completion. It is important that you highlight these to your sales advisor before you complete and move into your home. It can be difficult to confirm exactly when damage such as scratches/scuffs, breakages have occurred, once you have moved into your home.

What is a genuine build defect?

A genuine build defect is an issue with the workmanship of your home or a component failure, once you have moved in.

Is my issue a build defect?

Typical build defects may include:

• Alarm failure
• Blockages to waste and drains (unless caused by the homeowner)
• Major cracking (over 5mm) to bricks and plaster
• Heating not working
• Doors – warping/broken or faulty locks or hinges
• Loose or leaking flashings
• Leaking pipes/taps

Please not that damage caused by the homeowner is not covered and may incur a charge. Servicing is the responsibility of the home owner. Failure to maintain annual service checks on relevant appliances can invalidate any warranties.

How do I report a defect and track my open jobs?

The best way to report routine issues is via the Occupant Portal, which you can access here. 

You can upload a description, as well as a photo if relevant. You will then be contacted by the team who may need to ask you some additional questions and/or will book you an appointment to get the problem rectified.

You will be able to access all of the latest updates relating to each open job, so you can keep fully up to date with the progress.

Alternatively, you can contact the Aftercare Team by calling 01444 675200 or via email: Boklokaftercare@defects.uk.com and they will be able to log the issue for you.

If you have an emergency – a situation which poses a risk to you or will cause further damage to the property, then you should contact the Aftercare Team by calling 01444 675200. Out of office hours, you can call 0330 1244210.

Can’t I contact my own contractor and re-charge for any works carried out?

Unfortunately, no. The warranty provider requires that the original contractor attends and resolves the problem. They will do this free of charge. If you opt to use a different contractor, then you will be liable for this cost. Furthermore, some of the elements of your new home may be under a manufacturer’s warranty and by involving a separate contractor, you may invalidate the warranty.

How long do repairs take?

This will depend on the individual issue you have raised. It is always our aim to have repairs completed within 30 days of the issue being reported, although this is subject to you providing access and any parts, which may need to be sourced.

How do I make a complaint?

In the first instance, we would always encourage you to come and speak to us. We are here to listen and in many cases, we are often able to reach a solution, if we all take the time to talk things through.

However, we understand that there may be occasions when you feel you need to take a matter further. As a result, we have put together a Customer Complaints Procedure to ensure that any concerns you may have are addressed efficiently and effectively. You can access this here.