Homecare Support

Buying a home is the biggest investment you’ll ever make. At Palladian Homes, nothing is more important to us than knowing that you’re completely happy with the decision you’ve made to buy a home from us.

We go to great lengths to try and ensure that every part of your new home is the very best it can be – from the quality of our workmanship to the manufacturers we choose for fixtures and fittings. In the rare event that something isn’t up to scratch – or isn’t working as well as it should – we want to make it right wherever we reasonably can.

This page contains everything you need to know about your new home, our six-month defects policy, and what to do if something goes wrong. Just click on the relevant section to find out more.

+ Six-month defects policy

When a newly-built property begins to settle, small cracks can begin to appear in things like paintwork and grouting. This is perfectly natural, but we know that you want your new home looking as smart and fresh as possible, for as long as possible.

Every Palladian home benefits from our six-month defects policy, designed to give you the peace of mind that your property is covered for rectifying pre-agreed snagging.

As part of this defect period, you'll need to tell us about the issues you'd like us to address using a simple form. Once we’ve reviewed those requests, we'll arrange a date for the work to take place and get your home back to looking its best.

How do I book an appointment?

You can:

• Use the form provided as part of your handover pack and return this to us in the post.

• Or use the simple online form here.

Please note that forms sent by post must reach us no later than the date specified on your property handover checklist (usually six months after your completion date).

What's covered

A newly built house today can contain as much as 5,000 litres of water, with that moisture present in materials like cement, mortar and plaster. As that water continues to evaporate after construction is complete, it can cause elements of the house to shrink - which can lead to small cracks or imperfections in the plaster or joins.

This is perfectly normal and can occur in new homes for between two to three years at minimum.

We will attend to defects associated with faulty workmanship and/or product failure (where a product is not covered by a separate guarantee by others).

Upon receiving the homeowner's report of a defect we will arrange an inspection, agree if the work is required, and confirm the course of action to remedy as soon as possible.

What isn't covered

This policy is designed to address genuine defects and not cosmetic/decorative complaints. We will happily provide touch-up paints for your home so that personal standards of decoration can be maintained.

Terms and conditions

Palladian offers this aftersales appointment as a discretionary service.

We reserve the right to evaluate all requests and reject any that we believe have been caused by negligence, deliberate action on the part of the owners or any third party, or any other issues outside of our control.

We will make one aftersales visit free of charge, and this must be arranged during the first six months of you purchasing the property from us. Any subsequent visits or requests that fall outside of the initial six-month term may be subject to an additional fee. This fee will be communicated to you at the time of the request, and there is no obligation to go ahead.

Please contact us at homecare@palladianyork.co.uk if you have any questions regarding this policy.

+ Technical Issues

Every item installed in a Palladian home is personally selected by us to give you the latest and highest quality products. And from bathrooms to kitchens, we make sure that everything’s working just as it should be when you walk through the door.

As part of our sales handover process, we’ll walk you through everything in your home to ensure that you’re comfortable with how to use it, too.

If you feel that something isn’t working as it should be (such as kitchen appliances or boilers), please take the following steps:

• Check the troubleshooting section of the provided instructions (included in your handover pack). You should be able to resolve any simple issues by following the steps listed.

• If you’re unable to resolve the issue using the troubleshooting guide, there may be a problem with the item in question. Please contact the manufacturer for further assistance. Their number will be listed in the instruction manual. All products we fit are brand new and covered by a minimum 12 months manufacturer’s warranty.

+ Emergencies

Sometimes, things need to be dealt with more urgently. For the first six months after you buy a new home from us, we’ll respond to any emergency issues within a maximum of 24 hours wherever we can.

Situations that we would judge to be an emergency would include:

• Any defect in the structural engineering that causes the property to become unsafe.

• Burst pipes, water leaks or faulty wiring.

• Blocked pipes or drains.

Please note that we cannot be held responsible for issues resulting from user error or deliberate or accidental damage on the part of the homeowner or any third party.

In the event of an emergency, please call us on 01904 703414 during office hours or email homecare@palladianyork.co.uk at any time.

Always remember that in the event of a gas leak, you should call the Gas Emergency Service immediately on 0800 111 999.

+ Structural Warranty

Palladian homes are covered by a comprehensive home builders’ warranty. This provides cover over a 10-year period in the very unlikely event that your home develops a significant structural defect.

You and your solicitor will be provided with copy of your 10-year policy documentation during the process of buying your home. If you have any concerns about the ongoing condition of your home, please consult your policy for guidance and contact the relevant insurance company.