The Crusader: Help for couple struggling with problems in their new build home | The Crusader | Finance

Jamie and Emma Crawford and their young son got on the housing ladder finally last year only to see their new build dream dissolve when floods swamped their garden and other problems surfaced. Bogged down by process and inaction as the various parties concerned failed to solve the problems, Jamie and Kate Crawford shared their disillusion with Crusader.

Their house in Merseyside, part of an affordable homes initiative, was built by Vistry and bought in a shared ownership agreement with housing association Livv Group. “We pointed out the problems from the start and were told they would be dealt with and we were protected by guarantees. That was why we trusted them. We loved the garden and the assurances persuaded us to go ahead,” Jamie explained.

If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk

“But when we got the keys we could see so much remained to be fixed. The garden was terrible – we had to get sandbags to prevent the water getting in. Flooring was also missing in the bathroom and the shower leaked so badly we could not use it. We repaired smaller things like handles opening upside down. Big jobs like the garden and a broken back door haven’t been done. We’re told one thing by Livv, another from the sub-contractors and us stuck in the middle. We’ve always paid our mortgage and ground rent on time, yet for months we have been chasing and our warranty is coming to an end.”

The failure of contractors to turn up when they said they would also held up matters, but Crusader received prompt and positive responses when we described the family’s plight to Livv and Vistry.

Further repair work has now left the sodden garden in better shape and Vistry said: “We’re very disappointed to hear about the experience these customers have had. Whilst we cannot comment on conversations they have had with Livv Housing, their housing provider, we are committed to rectifying any outstanding defects as a matter of urgency. As part of this, the garden drainage works have recently been completed.”

Livv responded: “We know this situation has been worrying and dealing with different parties has added complexity. Any issues with the property in [the] first 12 months are the contractor’s responsibility to rectify.”

“Summer should be good but the true test will be winter,” declared Jamie when thanking us for helping get action. [names have been changed]

Smart moves prior to purchase

To make your new build purchase go as smoothly as possible buyers are advised to consider getting an independent solicitor rather than one recommended by the seller.

Be clear about what the warranties offer, for example the 12-month one covering the contractor and the 10-year structural NHBC one. Negotiate early access and check progress before you move in.