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A defect is an issue in the home that is due to the design, materials or workmanship of the home. Whilst new homes are known for needing time to “breathe” or “settle”, defects are more serious faults with the build of your home that may need attention.

Before reporting a defect:

• Check the user manual guides provided in your handover pack. Follow instructions provided to see if you can easily and safely fix the issue yourself
• Check that any gas/electrical issues are not due to local works being carried out in the area

To report a defect, simply click ‘Schedule a Booking‘ to arrange a repair service.

Once you submit the booking form, our team will be in touch promptly to schedule a technician to assess and resolve the issue.

As part of the Building Amendment Act 2013, builders are required to offer a 12-month defect repair period to all new homeowners. From the date of production completion. This means the builder is required to fix any defects on new building work notified within the first 12 months following the completion of a home.

If the free warranty period has expired, you can still request repair services. We will provide a reasonable quote based on the nature of the defect and on-site conditions.

Hero International will only take action (fix or arrange to be fixed) on the defects that are logged within your home’s defect liability period. The defect liability period is usually 12 months from the date building work completed (Practical Completion)

If there is an emergency defect, please call 0800 166 899.

Emergency defects may include:

• Risk of injury or serious endangerment to health of persons
• Undue hardship
• Extensive damage to property
• Loss of security