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Remedial Work

Our procedure

We operate a comprehensive remedial service on all of our new homes, so in the unlikely event that you experience a problem with your property we are here to assist in putting things right.


All of our homes come with a two year developers warranty as set out in your NHBC or Premier Guarantee homeowners guide. However, please remember that this does not include items such as normal shrinkage or condensation due to the property drying out, general wear and tear and damage arising from failure to maintain the property.

We do stipulate that if any damage or defect should be found to any worktop, sanitary ware, appliance or glass surface, this damage or defect should be reported to Thomas Homes within seven days of the completion date, otherwise we cannot be held responsible.

We aim to deal with your request as quickly as possible, and categorise it relating to its priority as follows:

Level of priority


1. Emergency remedial work

If people or property are threatened we will deal with the issue within 24 hours. If this occurs outside of our office opening hours, purchasers should call the emergency number provided in their handover letter on sales completion. Non-emergency callouts will result in the purchaser being charged.


Serious flooding
Complete electrical failure
Complete heating and hot water failure
Dangerous structures
Gas leaks
Blockages to sewer drains

2. Urgent Remedial Work

We will deal with remedial issues leading to serious damage or service breakdown within three working days.


Leaks to water supply, pipes or boiler
Blocked drains
Lighting and power failure
Loss of hot water supply

3. Routine Remedial Work

We will deal with routine remedial work as soon as possible coordinating with our supplier or contractor.Dripping taps
Leaking gutters
Renewing a roof tile
Ease and adjust doors and windows

Please be aware that there may be instances of a delay due to events beyond our control, for example if a spare part needs to be ordered or input is required from a supplier or contractor.