Taking care of your Avant Home - your homeowner guide

Taking care of your Avant home Your homeowner guide A guide to looking after your new home

Contents • Introduction

pages 2-10

• The kitchen

pages 11-14

• Decoration and maintenance

pages 15-20

• Drainage and plumbing

pages 21-22

• Heating the home

pages 23-24

• Flooring maintenance

pages 25-26

• External features

pages 27-32

• Windows and doors

pages 33-36

• The garage and driveway

pages 37-38

• The garden

pages 39-42

• The loft

pages 43-44

• Customer service contacts

pages 47-48

• Out of hours emergency contacts

pages 49-50

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Congratulations on moving into your new home!

Buying a new home is a big achievement, and with it comes a lot of new information and things to learn about your new property. We are committed to making maintaining your home as easy as possible and delivering a great customer experience now you have moved in and beyond.

So, here in our guide, we explain everything about your warranty, what’s covered by your warranty, and how to take the best care of your home.

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What is the Avant Homes warranty?

In the event that you experience an issue with your new home, you will be covered by the Avant Homes warranty for two years from your legal completion date. Your new home is also covered by a further eight years of structural defects insurance cover provided by your warranty provider.

During the first two years, Avant Homes are responsible for addressing the issues covered under the terms of the warranty. After this period, your warranty provider, which will likely be the NHBC or Premier Guarantee will be responsible for any issues which are covered by their additional warranty.

If you are unsure who your warranty provider is, please contact us. Both of our warranty providers are easily found online and can provide you with additional information and tips for looking after your new home.

Furthermore, if you have any additional questions, need further clarification on a topic or are unhappy with your new home, please get in touch. We’re here to help you.

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What if I want to report something about my new home?

Your home has been constructed by several different trades in accordance with relevant Building Control requirements. Although every care has been taken to ensure it is handed over with no problems, there can occasionally be some minor issues that only become apparent once the home is occupied. These are known as snags or snagging issues.

During your first in home visit, you’ll have the chance to report any concerns you may have regarding your new home to your Customer Liason Manager. Alternatively, you can reach out to a member of our Customer Service team via telephone or email. Please see pages 45 - 46 for the relevant contact infomation.

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Life in your new home When you first occupy your home, there are things you may notice which are general aspects of running in a new home. In this guide we will explain what they are, and what constitutes an issue/defect, what can be done about any issues, and details on where responsibility sits. It will also explain the importance of the first in home visit. This visit involves your Customer Liason Manager visiting you at a convenient time for your schedule. The Customer Care team will check how you are settling in and answer any questions. This is also your opportunity to log any damages with your home.

Avant Homes will not be held responsible for damages that occur post occupation after this time. If you identify any snags, please contact your regional Customer Services department.

Once an issue is logged, Customer Services will arrange for a repair or, in the event it is a more complex issue, may arrange for somebody to inspect the problem to confirm the appropriate next steps.

Under normal circumstances, we expect to resolve most snags within 30 days. Where this is not possible, we will keep you regularly updated and confirm an anticipated date for the repair as soon as we can.

Restrictive covenants will apply to your new build home; you will have received a copy of these regulations during the purchase of your Avant home via your appointed solicitor. These rules help protect and regulate against several things like issues with homeowners operating businesses from their properties and making alterations to their homes that might impact nearby homeowners. Please ensure that you take the time to understand the covenants and refer to your appointed solicitor for any legal advice or your Regional Customer Service team for any enquiries.

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Life on an Avant Development We are committed to ensuring our developments are presentable and reflect the high standards we hold when building our homes. Please consider others in ensuring that communal areas are kept tidy, waste free and accessible to all. If you do spot any areas of concern in relation to the upkeep of the development, please contact your Regional Customer Service team.

Due to the nature of a new build estate, naturally, there may be periods of time when construction works are being completed within close proximity to your property. Please show caution when driving through the development. Although we endeavor to keep this to a minimum, there may be occasions where unforeseeable obstructions in the form of contractor vehicles and construction equipment are present on site, showing extra care when travelling from and out of the area can help negate the risk posed by these factors.

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Helping your new home ‘settle’ In the first twelve months, your home will need to ‘settle’; this includes drying out gently. As this occurs, minor hairline cracks in walls and gaps in joinery can appear, as well as signs of mould in poorly ventilated areas.

These tend not to be major concerns, and there’s no definitive way to prevent them, but you can reduce the chances by: • • • • • •

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Keeping an even temperature throughout your home Avoid putting the heating on maximum heat Leave windows or window vents open when possible Avoid drying clothes indoors Use extractor fans when cooking, showering or bathing Avoid putting furniture too close to the walls

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The kitchen Kitchen worktop maintenance Kitchen worktops are designed to be used in an environment where cooking and preparation will take place and therefore are designed to withstand normal levels of moisture absorption. Worktop joints and cuts for inset sinks should have an appropriate waterproof joint/seal applied. However, damage caused by misuse from excessive water on worktops is not covered by the warranty. You must also ensure that the worktop is cleaned using products which have been recommended by the manufacturer.

We advise that you ensure any spillages are cleared away quickly and that no source of excess water or heat is placed on joints (i.e. kettle, toaster etc.) Any damages to the worktops (chips/dents/scratches etc.) must be reported to your regional customer service team before or during your first in home visit.

Natural worktops can be susceptible to staining/discolouration. It is recommended that any spillage of a highly coloured liquid (red wine, tea, coffee etc.) should be cleaned immediately using an appropriate worktop specific cleaning agent as this isn’t covered under the warranty.

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Kitchen unit doors/drawers alignment Any damages to kitchen unit doors or drawers must be reported to your Customer Liaison Manager at your first in home visit. There should be no adjustments needed at the point you move into your new home. Over time the hinges may require a tighten due to usage. These minor adjustments are homeowner maintenance and not covered under the warranty; however, should you need any help, please raise this with your Customer Service team.

Kitchen unit delamination or damage Kitchen units are designed to be used in an environment where cooking will take place and therefore are designed to not perish due to normal levels of moisture absorption. However, damage/delamination caused by misuse from excessive water exposure would not be covered by warranty. You must also ensure that any spillages are mopped up/dried immediately. You must also ensure that the units are cleaned using appropriate cleaning products. Any damages to the units (chips/dents/ scratches etc must be reported to your Customer Liason Manager during your first in home visit. Any damages reported beyond this stage are not covered under your warranty.

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The kitchen Electrical appliances Should you have an issue with any electrical appliance (white goods such as oven, fridge, freezer, dishwasher, dryer, microwave, etc.) it is the homeowner’s responsibility to contact the manufacturer directly to arrange a repair or replacement as required.

Details of the appliance manufacturer is provided to you as part of your handover documentation pack. It is also the homeowner’s responsibility to register the appliances with the manufacturer as soon as you move in to ensure that your warranty is registered and validated. The warranty on appliances exists directly between you and the manufacturer.

Should there be any cosmetic damages to the appliances (scratches/dents, etc.) you must report these to your Customer Liason Manager at your first in home visit, as we cannot accept reported damages of this nature after this time.

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Stainless steel sink units and taps These are heavy use items and over time, through normal use, will mark and scratch.

However, they should be free from any significant deep scratches or dents at the point you move into your new home. Should there be any issues like this please report them to your Customer Liason Manager at your first in home visit.

Please also ensure that you do not use abrasive cleaning agents and/or wire wool to clean these items as this will cause damage. Any damages reported after the first in home visit are not covered under your warranty.

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Decoration and mainte Decoration, shrinkage (walls and woodwork) and nail pops The paintwork in your home should be consistent when viewed from 2m in natural daylight. It should also be free from obvious runs or drips, and there should be very few prominent brush marks. The paintwork on your walls is not designed to be a final finish. Walls receive two coats of quality emulsion, but no more. This is to allow the walls to breath and dry out naturally. Creating a barrier that is too thick can result in future issues with mildew and mould forming if moisture is trapped under several layers of paint. This is why it is advisable not to decorate in the first 12 months of occupation to allow the natural drying out process to occur.

Cracking or shrinkage to walls, ceilings and internal woodwork joints is also expected as part of this natural drying out process. We will ensure that we attend to any excessive shrinkage (cracks over 2mm on walls/ceilings and 4mm on stair strings) but cosmetic repairs (filling/sanding/painting of minor cracking) should be undertaken by you, the homeowner, at the point you decorate your home (recommended after 12 months of occupation). We will however ensure that there is no obvious shrinkage visible on legal completion. All future non-excessive instances are the occupier’s responsibility as part of your normal home maintenance.

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Screw pops are small circles that protrude from your wall or ceiling and show up where fixings have been fastened with screws or nails. Screw pops are a normal part of the drying out process of your home and are a type of shrinkage. For rooms with less than six, this would be considered normal shrinkage and settlement and therefore would not be covered by the warranty. If there are more than six in a room, this will be attended to.

Any damage to paintwork (chips/scrapes/marks etc.) must be reported at your first in home visit. However, we must advise that we reserve the right to refuse these works if it is evident that these are a direct cause of neglect during the moving in period.

Electrical Your new home will come with a fully comprehensive electrical installation certificate, detailing the electrical integrity of your new build home. Please be aware that any additional electrical works instructed by yourself after moving into your property will need to be carried out by a qualified professional. Upon completion of their work, they will need to provide an additional electrical report and certificate, outlining any changes made to the home. Failing to provide this may invalidate your Avant Homes warranty.

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Decoration and mainte Tiling and grouting Your wall tiling should have straight joints with a minimum of 1mm gaps. It is acceptable under the NHBC standards to have some surface level variations, but these should not exceed 3mm over a 2m straight edge with equal offsets.

The grout used is designed to be a durable product to give good performance throughout the two year warranty period post occupation. Any issues with the performance of the grout in the first two years should be reported to your regional customer service team.

After that period, it is your responsibility to maintain the condition of the grout.

Homeowners are required to maintain/replenish grout to ensure maximum performance and avoid water ingress.

The warranty does not cover the effects of wear and tear, neglect, or failure to carry out the appropriate maintenance and cleaning. Discolouration/mould on grout is not considered a defect and is the occupier’s responsibility to rectify with products that can be bought in most supermarkets.

Any damage or workmanship issues at handover must be reported to your Customer Liason Manager during the first in home visit.

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Mastic (sanitary ware) The mastic that is applied around your sanitary ware (baths/showers/sinks etc.) should have a neat and tidy appearance. The mastic will need homeowner maintenance over the lifetime of the home, although we would expect the product to perform well over the first two years of occupation. Any issues relating to the condition of the mastic must be reported to the Customer Liason Manager at your first home visit.

It is important that you clean the mastic using appropriate products and maintain/ repair any localised areas that fail after the first two years. Avant Homes will not be held responsible for any water damage that results from unreported or poorly maintained mastic failures.

Smoke alarm It is good practice to test your smoke alarm once a month and to change the batteries when required. Keep your smoke alarm clean. A gentle dust with a soft brush attachment will keep the sensors free of dust. Please note the fire service recommends that you replace the entire alarm system every 10 years.

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Decoration and mainte Pest control Pests seek food, warmth, and shelter. Make sure that you remove garden debris which can serve as a place for pests to live. Keep your home clutter free and check the loft periodically, along with any unused nooks and crannies in your home. Ensure that you take out your waste bin often and keep surfaces and floors clean. Pest infestations in new homes are not covered by Avant Homes and are the responsibility of the homeowner.

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Mould growth We know this is a little bit unpleasant, but mould spores are constantly in the air around us. They require cool, damp, and unventilated conditions to prosper and grow. When damp air can’t escape, particularly as plaster is drying out, mould problems can begin; this is why it’s so important to make sure you heat your home and ventilate it properly.

The common places we’ve found mould to be reported is under sinks and behind wardrobes. If the mould has set in, this will require several watered-down bleach treatments or a mould treatment.

Instances of mould are mainly due to lifestyle and whether the above advice is being followed. This isn’t covered under your warranty; however if you are struggling, please contact your customer service team to see if we can help.

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Drainage and plumbin External drainage and internal blockages Issues with drainage systems are rare, but there is much you can do to avoid serious issues. It is imperative that all homeowners take care not to dispose of items such as nappies, sanitary towels, and cleaning wipes via the toilets as this could affect the drainage of your own property and neighbouring properties for which we will not be held responsible. If a blockage is proven to be due to the above, Avant Homes will clear the initial blockage. Our Customer Services team will then write to all residents on that drainage run advising them what has occurred, and that any future instance will not be attended by Avant Homes and will become the responsibility of residents affected to resolve between themselves.

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Avoiding blockages • • •

Do not pour cooking oil, grease, or coffee grounds down the kitchen sink.

Do not dispose of nappies, sanitary towels, or any other materials other than toilet paper via the toilet.

A hair trap in the plug hole can help to catch waste that might cause a blockage.

At the first sign of a clogged drain, use liquid drain un-blocker to prevent a more serious blockage in the future. Only when confirming that you have attempted to clear these blockages yourself will we consider attending, as these issues fall under the remit of homeowner maintenance. It is important that you regularly clean the shower trap to remove any hair particle build up and soap residue. You may also need to use an appropriate unblocking solution from time to time.

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Heating the home Central heating It is essential that your heating systems are serviced annually by a Gas Safe registered plumber. This maintains the warranty of the system. The heating output in your home is provided by your radiators, which have been pre-balanced in line with the central heating system design. If your radiator is failing to heat up, then you may need to adjust the thermostatic control valve.

Any accidental damage, such as chips or scratches to your radiator, can be repaired with enamel paint.

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Your boiler and cylinder Your boiler and water cylinder comes with a two year warranty provided by the manufacturer. It is the homeowner’s responsibility to register and validate the boiler warranty as soon as you take occupation. The manufacturer will hold the homeowner’s records on their systems; as such, any faults need to be registered directly with the manufacturer.

Please note that the manufacturer warranty becomes invalid if the homeowner fails to undertake the annual service requirement. Failure to do this will invalidate your warranty and may result in the manufacturer refusing to carry out any repairs under the provision of the warranty. This may result in the homeowner incurring repair/ maintenance costs. Should you have any issues or concerns not covered in this guide, please contact your Regional Customer Service team who will be happy to advise and assist.

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Flooring maintenance Flooring – damages and maintenance Any damages to finished floors must be reported at the first in home visit. Any damages reported after this stage are not covered under your warranty. If there is an issue with a carpet that requires replacement, Avant Homes are not obliged to replace any other carpets if there is a variation in colour due to the replacement being from a different batch.

In relation to hard flooring such as Amtico/Moduleo, floors must be level in line with NHBC guidelines. Should you have any issues in this regard, your floor will be inspected in line with these guidelines, and any remedial work carried out in accordance with the findings.

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In relation to ceramic floor tiling, this will be installed in line with NHBC tolerances. If you are in any way unhappy with the finish/levels, you should raise the issue with the Customer Service team. An inspection will be undertaken to check adherence to the NHBC tolerances, and remedial works undertaken if/where required. There is no obligation to re-tile an entire floor due to localised repairs, and a re-tile to a natural break point is considered acceptable. Avant Homes are not obliged to replace any other areas if there is a variation in colour due to the replacement being from a different batch.

Please ensure that you clean your floor with appropriate manufacturer recommended products as neither Avant Homes nor the manufacturer will accept liability for issues that arise through usage of unsuitable cleaning products.

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External features Roof tiles Slipped or broken roof tiles are not covered under the warranty unless they have slipped due to inadequate fixing. If a roof tile has slipped during severe weather conditions, this is also not covered as the warranty does not legislate or protect against loss or damage resulting from storms/adverse weather conditions. If there is more than one tile affected, or the issue occurs within the first six months of occupation (excluding immediately following adverse weather), we will investigate to rule out a fitting issue. It is unlikely that any breakages would naturally occur unless the roof is struck by something. Any damages to tiles visible at the point of occupation or immediately after must be reported at your first in home visit.

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External maintenance Gutters can become clogged with debris and leaves, especially during the autumn, and so need to be cleaned regularly. As they are high up, you may need to call in a qualified tradesperson, as this comes under home maintenance.

Outside woodwork requires regular repainting or staining to preserve the wood. The first repainting will likely be needed after two years but may need to be done sooner if you live by the sea or in an exposed area.

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External features Brickwork, mortar, and render In relation to the mortar alignment on your home, minor misalignments are acceptable if they do not detract from the overall appearance of the wall when viewed from 10m. Bricks and other facing materials vary in size, and therefore some variation in the thickness of mortar bed joints is common. The mortar should be reasonably consistent in texture and colour, when viewed from 10m and considering the overall wall panel. Although the mortar on large areas of brickwork can see some colour variation, excessive colour banding should not occur.

Some minor shrinkage cracking may occur between bricks, block, and mortar joints.

Remedial work is only required if cracking relates to structural movement or where cracking is significant, and when investigated is deemed likely to affect performance of the brickwork itself. Any cracks which are more than 2mm will also be inspected and repaired if/where required.

With a new home you might find a white powdery dust on your brickwork; this is completely normal and is known as ‘efflorescence’, which is the natural salts in the material of the brick. As your home undergoes the drying out process, this may appear on the surface of the wall, but we’d recommend leaving it be. If you try to wash it off, it will most likely just drive the salts back into the brickwork. This is not a defect, just a natural occurrence.

In relation to any rendered areas of your home, some hairline cracking and crazing can occur in traditional and proprietary surfaces. This should not impair the performance of the render. Cracking in the render surface should not be more than 2mm thick. Discolouration of render is caused by rain water which in turn can cause debris to build up, usually found below or to the side of windowsills. Render can be cleaned using a pressure washer and surface cleaner. This is not considered a defect.

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If repairs are needed at any point to the rendered areas of your home, any patching or other repairs may be visible, but we will ensure they are not overly obtrusive. Cracks which are greater than 2mm thick would be considered a defect and require remedial work if they occur within the first two years from legal completion.

Depending on environmental conditions, you may experience some general algae growth on the render which is a natural occurrence. You should consult with a professional cleaning contractor who specialises in this type of work should you require this cleaning/removing. We do not recommend that you use a home pressure washer to remove this as this can result in further scarring/damage to the render. Please ensure you raise any damage to brickwork at your first in home visit.

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External features Guttering and down pipes Issues relating to this area are typically limited issues such as leaking gutters, gutters out of level or blockages. It is your responsibility as a homeowner to ensure that the guttering (including downpipes) is free from debris, such as leaves to guard against blockages.

In relation to the performance of the gutters, should an issue occur Avant would check the spacing of the gutter brackets/supports which should be between 600mm and 800mm dependant on any design specific factors that require additional support at shorter intervals. If the gutter has collapsed due to the weight of snow, this is a result of severe weather and is not covered by the warranty. We would, however, inspect to check that there are no issues with the installation. Any damages to these areas must be reported to your Site Manager during your first in home visit.

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Outside tap In winter months, you should isolate your outside tap and drain it to prevent it freezing and causing damage to your pipes. The tap isolation valve is often located under the kitchen sink, however if you need any help locating the isolation valve, please do not hesitate to contact us.

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Windows and doors Bi-fold and French doors Your bi-fold or French doors are fitted according to the manufacturer’s guidelines and specified NHBC tolerances in relation to levels etc. Any issues you have with the operation of your doors should be reported to either the Customer Liason Manager at your first in home visit, or the Customer Service team thereafter.

Please be aware that bi-fold and French doors can sometimes become difficult to close/ lock following periods of hot weather due to heat expansion. Whilst this can be quite common during periods of hot weather, is not a warranty item. If the issue has been caused by hot weather, you should dowse the doors in cold water to cool the frame which will alleviate the problem. Any issues not relating to hot weather should be reported to the Customer Service team.

Any damages to the doors (scratches/marks/dents etc) must be reported your first in home visit. Avant Homes will not accept liability for any damages raised after that visit or caused by misuse of the doors themselves.

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Internal door adjustments It is common for internal doors to need adjusting as your new home settles. This is not a defect and is a result of your home naturally drying out following the build process.

The natural products used in the construction of your home mean that materials can expand and contract as they dry out and are exposed to the temperature changes resulting from you living in your new home. This issue usually occurs within the first 12 months of your home being occupied. If it does happen at all within the first two years of your occupancy, please contact your Customer Service team and we will arrange for any adjustments to be made.

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Windows and doors Windows and glazing In the event you experience any issues with the operation of your windows (opening/ closing/locking etc) these should be reported to the Customer Service team. Any damages to the frames or glass should be reported to the Customer Liason Manager at your first in home visit.

In relation to the glass in your home, the NHBC give explicit instructions on how to assess any issues. The guidance is that glass should be viewed in daylight from within the room and from at least 2m away from the panes (or 3m for toughened, laminated, or coated glass).

The following are acceptable if they are neither obtrusive or bunched: bubbles or blisters, hairlines or blobs, fine scratches not more than 25mm long or minute particles.

The above does not apply within 6mm of the edge of the pane where minor scratching is acceptable.

Similar to the French and Bi-fold doors, the windows can sometimes become difficult to close/lock following periods of hot weather due to heat expansion. Whilst this can be quite common during periods of hot weather, it is not a warranty item. If the issue has been caused by hot weather, you should douse the doors in cold water to cool the frame which will alleviate the problem. Any issues not relating to hot weather should be reported to the Customer Service team.

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Windowsills and lintels Surface abrasions and chips caused during installation should not be evident, and if they occur, they should be reported at your first in home visit. These issues can be remedied in accordance with the manufacturer’s recommendations which may include filling, polishing out, re-spraying or painting as appropriate.

Cast stone is manufactured with natural products and colour variations can occur.

Efflorescence, fungal growth, and colour variation may occur due to orientation (sun bleaching etc.), shading and pollution.

Hairline cracking from thermal movement is not covered by warranty. If the crack is greater than 2mm thick, this would be considered excessive, and Avant Homes will investigate with a view to rectify if there are no external signs of any impact damage.

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The garage and drivew Garage floors and garage usage Any garage walls constructed from a single leaf of masonry will not be resistant to driven rain, and consequently they can become damp. To that extent, some level of water penetration can occur and, as such, the garage is not considered suitable for storage of perishable items that could be damaged by damp conditions. Avant Homes will not accept any liability for damages caused by the garage being used in this way.

The effects of normal drying out of the concrete garage floor can result in minor cosmetic cracking. These cracks are not classified as a defect. Should you have any concerns please contact your Customer Service team who will be able to advise you should you believe your issues fall outside these parameters as described.

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Drives and shared drives It is not uncommon to see some standing water or “ponding” after rainfall on drives or shared drives. This is assessed by waiting one hour after rainfall has stopped, by which time areas of temporary standing water should not be deeper than 5mm or exceed 1m². If a repair is deemed necessary to a particular section of a driveway, we are not obliged to re-lay the whole surface. You may wish to consider the cosmetic impact of a patch repair compared to the issue of standing water before you agree to any works being undertaken.

Homeowners should also take care when manoeuvring their vehicles on and off the driveway to prevent scuffing and marking caused by power steering. This issue can be minimised by ensuring that steering input is limited when the vehicle is stationary or moving very slowly. Cosmetic changes caused by this are not defects and will not be subject to any remedial works. It is also acceptable for repairs to block paved areas to be localised/patched without the requirement for the full area to be replaced. Stains to these areas created by occupier vehicles are not covered under your warranty.

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The garden Landscaping and turf Your lawn has been laid using turf approved by the Turfgrass Growers Association, on a bed of at least 100mm of topsoil, approved to British Standards. Caring for a lawn requires regular maintenance to keep it healthy and vibrant. As it’s a living plant, there are a few simple steps you need to follow to keep it looking its best and help it thrive.

Keep off the grass for a few weeks after you move in. As a rule, leave it three weeks between April and October and six weeks between October and March. If you’re not sure, a simple test is to check whether the ground is firm enough to take your weight without making impressions.

Make sure your turf doesn’t dry out by watering it regularly, please check it often, especially during the summer months. Only water in the early morning or early evening, so the sun doesn’t burn off the water you’ve applied. It’s important not to overwater your turf at any stage as this creates boggy conditions which encourage the development of moss, grass diseases and shallow rooting.

Feeding your lawn will help it stay healthy. New lawns will benefit from a first feed after two or three months. Before you apply the feed, make sure you read the instructions as too much feed can scorch your lawn and kill the grass. When feeding, look out for signs of pests or diseases and apply moss killer if needed.

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All landscaping and planting will become the homeowner’s responsibility upon legal completion. Any issues with this area should be raised immediately on handover of the property at your first in home visit.

It is critically important that when you take occupation of your property in the summer months, that you water your turf and any planting.

Newly laid turf requires extensive watering for the first 6-8 weeks after laying, and especially during periods of warm weather. Your warranty does not cover dead/ damaged turf due to general neglect by the occupier. This includes any discolouring of the turf caused by urine damage from pets, or damage caused by heavy traffic caused by pets (typically dogs).

Garden complaints will be investigated to enable an informed decision to be made.

These investigations may involve digging a trial hole to ensure that the NHBC Technical Standards have been met in relation to ground preparation and soil depths.

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The garden We know that your garden is an important part of your home and is an extension of your living space. To provide for adequate garden access, areas within 3m from the habitable parts of the home should not be waterlogged and this should be prevented by drainage or other suitable means including ground preparation.

After severe/prolonged rainfall, please allow a period of one hour to see if the water drains away prior to reporting an issue. Areas more than 3m from the property are not covered under the warranty, however, if you are unsure or unhappy, please do not hesitate to contact us.

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Garden paving Any damages to paving must be reported to Avant at your first in home visit. Your paving should be even and not loose. Minor settlement however is not covered by the warranty as this is not considered a defect. It is common to see diagonally cut paving when a corner is being turned, again this is not a defect.

Garden fencing and gates Any issues relating to fencing/gates where there has been an installation failure should be raised with your regional customer service team. Storm damage is not covered your warranty, maintenance of fence lines and garden gates are a part of normal home maintenance.

Any significant gaps below the fence due to natural settlement of the sub soil is not a defect and can happen over time. However, issues such as this should be evident at the point you take occupation, and should you identify anything of concern please ensure you raise this with your Customer Liason Manager during your first in home visit.

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The loft Renovating your loft space We recognise that people want to make the most out of the space in their homes.

Please be aware that any structural changes made to the loft area, such as boarding, will result in invalidating Your Avant Homes Warranty. Please submit any permission requests or warranty enquiries to your regional customer service team before the commencement of any works to avoid issues later.

Storage We strongly advise against using the loft space in your new home as a storage space.

Additional weight can cause integral damage to your home which may lead to structural abnormalities over time, as well as impacting the energy efficiency of your home. Using the loft space against this recommendation may lead to invalidating your Avant Homes Warranty. Please always contact your regional customer service team if you are unsure.

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Preventing mould in the loft space In the colder months, the loft space will be a similar temperature to the outside of your home. Please take care when opening and closing the loft hatch and be aware that any prolonged exposure can cause condensation in the loft space to form and in some instances can lead to mould development if this is frequent. Mould can damage the insulation and timber of your loft area, leading to structural defects and a decrease in energy efficiency, therefore we strongly recommend accessing the loft space only when it is absolutely necessary.

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Customer service contact details Avant Homes East Midlands 0115 850 0070 Customerservices.midlands@avanthomes.co.uk

Avant Homes West Midlands 0121 389 4021 Customerservices.westmidlands@avanthomes.co.uk

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Avant Homes West Yorkshire 01924 900 666 Customerservices.yorkshire@avanthomes.co.uk

Avant Homes North Yorkshire 01937 534 468 Customerservices.northyorkshire@avanthomes.co.uk

Avant Homes Scotland 0131 285 0355 Customerservices.scotland@avanthomes.co.uk

Avant Homes North East 0191 816 0990 Customerservices.northeast@avanthomes.co.uk

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Out of hours maintenance Call our out of hours support team on 01207 503 293 if you have any of the below emergencies Plumbing and drainage A risk of flooding, water ingress or leaving your home without a flushable toilet.

Electricity supply A breakdown of your electricity supply affecting your property only.

Primary heating system A breakdown of your heating and hot water system.

Security Damage or fault to external doors, locks and windows that render your home insecure.

For gas leaks, please call gas emergencies on 0800 111 999

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We wish you all the best in your new home and hope you enjoy living in it. We hope our guide will help you throughout the length of time you occupy your beautiful new home.

Thank you for choosing Avant!

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