Customer Support

Warranty

As a silveroak New Home Buyer you will have the benefit of an insurance backed 10-year Structural Warranty and Resolution Service. Silveroak 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.

CHANGE OF OWNERSHIP

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.

YOUR RIGHTS

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 Silveroak 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. Silveroak cannot be held responsible if you fail to register an appliances 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 Silveroak 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 seven days 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 related items. Outside of this time frame it is obviously difficult to prove who was responsible for the damage was caused.
• Any problems caused by natural shrinkage or condensation. Please refer to the guidance in your Home Information Manual for advice on minimising shrinkage damage.
• 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.

RESOLVING WARRANTY ISSUES

During the first 12 months any warranty issues should be reported to Silveroak or the relevant after sales service provider in the first instance. Contact details are provided in welcome letter. 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 Home Information Manual.

Non-emergency issues
All non-emergency issues will be responded to as soon as we can, normally within 14 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

• 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 calling the heating and plumbing service number detailed in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual. They will be able to isolate the meter and make your home safe.
• Total loss of gas. Before calling the heating and plumbing service number detailed in the ‘After-Sales Service & Emergency Contacts’ section of your Home Information Manual, 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.

ALTERATION OF YOUR HOME

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

WARRANTY DISPUTE RESOLUTION

In the unlikely event that Silveroak does not deal with any genuine warranty issue in a reasonable time period and to an acceptable standard, then the issue can be reported to the warranty dispute conciliation service. The conciliation service will appoint a building surveyor who will investigate the dispute and make recommendations based on their technical expertise and experience. If Silveroak does not carry out the work within the time stipulated by the Conciliation Service, the structural warranty insurer will arrange for the work specified in the surveyor’s report to be carried out or meet the reasonable costs of carrying out the work. Please see our Complaints Procedure for more details.