As a Symonds & Newey ‘New Home Buyer’ you will have the benefit of an insurance backed 10 year Structural Warranty and Resolution Service. Symonds & Newey will also provide you with a 1 year warranty from the date of legal completion which covers defects caused by faulty workmanship or materials.

The 10 year Structural Warranty provides insurance to cover the cost of putting right damage caused by defects in specified parts of the home, usually the structural and weatherproofing parts. Full details of the 10 year Structural Warranty can be found on the relevant development information page on this website and in the policy documentation you will be given during the conveyancing process.


The Warranty is not affected if you sell or rent out your home. If you sell your home whilst it is still within Warranty, the cover automatically transfers to the new owners. Please pass on the details about the Warranty and what it covers to tenants or subsequent buyers.


This Warranty does not affect your statutory rights. Some manufacturers of appliances fitted in your home may offer extended warranties over and above the initial Symonds & Newey Warranty, note that this may be subject to terms and conditions and registration of the extended warranty. Please refer to the manufacturer’s documentation and or contact the manufacturer’s customer services department. Symonds & Newey can not be held responsible if you fail to register an appliance warranty.

Note that we do not protect you against every problem that may occur and you are obliged to carry out maintenance on your home. Several limitations and conditions apply;

Our warranty does not cover

Problems with any materials, appliances or workmanship not provided by Symonds & Newey that you have added or carried out.

General wear and tear and damage caused by floods, storms or, accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste or leaks caused by misuse of appliances.

Any cosmetic defects such as chips, scratches or marks that have not been reported within 48 hours of legal completion. This includes, but is not limited to, decoration, flooring, tiling, ceilings, kitchen units, worktops, fitted bedroom and bathroom furniture, sinks, sanitary ware, appliances, glass, and other similar items. Outside of this time frame it is obviously difficult to prove who was responsible for the damage that was caused.

Any problems caused by natural shrinkage or condensation such as cracks in the plaster or paintwork.

Any imperfections which are within the tolerances specified.

Gardens, including turf, plants, shrubs, trees, gates and fences.

Carpets and flooring.

Any inconvenience, distress, consequential loss of enjoyment, or income loss caused by remedial works, assuming all reasonable steps have been taken to carry out the remedial works in a reasonable time period and to minimise disruption.


During the first 12 months any warranty issues should be reported to Symonds & Newey or the relevant after sales service provider in the first instance. After the 1 year warranty period has expired, any structural warranty issues should be reported to the structural warranty provider whose contact details can be found in your New Home Folder.

Non-emergency issues

All non-emergency issues will be responded to as soon as we can, normally within two working days. Repair times depend on the severity of the problem and the availability of spare parts, but most problems are solved within 28 days. All non-emergency issues will be attended to at a mutually convenient time during normal working hours. Examples of issues we class as non-emergency;

Dripping taps

Doors which require easing

Faulty kitchen appliances

For issues with Appliances you should contact the manufacturer’s own customer service department. Contact numbers can be found in your appliance instruction manuals.

Emergency issues

All emergency issues will be responded to as soon as we can, normally within 24 hours. Repair times depend on the severity of the problem and the availability of spare parts, but most problems are solved within 7 days. Incidents that we class as an emergency are as follows;

Central heating and hot water complete failure. Before calling, please check that the issue has not been caused by local electricity or gas supply problems, or by incorrectly setting your timers or thermostats, or by any shut off device that can be reset by the user. Please refer to boiler/cylinder instructions in your Home Information Manual.

Complete loss of water supply. Before calling, please check that your water supplier has not turned off the water to carry out repair work in the area.

Water leak which cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.

Gas leak. Please contact your gas supplier on the emergency number 0800 111 999 before contacting Symonds & Newey.

Total loss of gas. Before calling Symonds & Newey please check that your gas supplier has not turned off the mains to carry out repair work in the area.

Loss of power supply to socket outlets. If there is a total loss throughout the property and it cannot be solved by resetting the master trip switch, or if the loss is partial but there is a potential safety hazard (such as in a communal hallway). Please first check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.

Blocked drains which are causing a flood or overflowing internally or externally.

Blocked toilet when you have no other useable toilet.


Any alteration or extension made to your home following legal completion may invalidate all, or part of your Warranty. Please discuss with Symonds & Newey and the structural warranty provider if you plan to alter or extend your home.