Whilst we endeavour to ensure there will be no problems after you move into your new home, we do rely on a variety of suppliers and subcontractors and we do not pretend to be perfect, so remedial work does sometimes occur nonetheless.

Remedial Work

You have six months following legal completion of the purchase of your home to contact our customer care team regarding remedial work. 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 said damage or defect should be reported to Thomas Homes within seven days of the completion date, otherwise Thomas Homes cannot be held responsible.

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

Level of PriorityExamples of Problems

Emergency Snagging Work


If people or property are threatened we will deal with the snagging problems within 24 hours.

If this occurs over a weekend when our office is closed purchasers should arrange direct with the relevant contractor for the problem to be rectified, and alert us of the problem.

Contractor details are included in your handover letter on sales completion, but non-emergency callouts will result in the purchaser being charged by the contractor.

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

Urgent Remedial Work


We will deal with snagging problems 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
  • Security

Routine Remedial Work


We will carry out routine snagging repairs within the six month remedial work process. We suggest a good idea would be to collect a list of these items towards the end of the term.

  • 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.

If you do experience any problems please do not hesitate to get in touch.

01635 247 950

Alternatively send us a message with our contact form.