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The below Frequently Asked Questions will help to answer questions you may have regarding your new home and the two-year Homeowner Warranty provided by Spitfire Bespoke Homes.

If you require support, you can report an issue online or via phone. Alternatively, if you require further information regarding your warranty, please read our guidance on this.

Finish & Decoration

Small cracks have appeared on the walls and/or ceiling inside my home, what should I do?

Your home is built using natural materials. As your home dries out, it is natural for small cracks to appear – this is known as shrinkage. This is not structurally detrimental to your home and is a natural part of the homebuilding process. Spitfire Bespoke Homes will not attend to shrinkage items, unless the cracks are of a significant size and large enough to fit a £1 coin.

My internal doors are rubbing or catching. Will Spitfire repair this?

As your property dries out, internal doors may require adjustment. If you are experiencing issues with your internal doors, please contact our Customer Care Team and we will schedule an appointment to attend.

I have an issue with the painting and/or decoration within my home, is this covered by my warranty?

Spitfire Bespoke Homes will attend to painting and decoration issues within your two-year warranty period if the issue is a result of poor workmanship; this will always be in line with the NHBC Standards.

Glazing & Windows

I have noticed scratches on my windows or other sections of glazing within my property. Can you repair/replace this?

If you have reported scratches to glazing at, or prior to, your Home Demonstration, these items will be repaired or replaced as part of your two-year warranty from Spitfire Bespoke Homes. At your Home Demonstration and Legal Handover meeting you are given the opportunity to review all glazing within your home and raise any issues. If items are reported after Legal Handover, they will not be covered by your Homeowner Warranty.

There is a draught coming from one or more windows within my property. Is this covered under my warranty?

Within the first two years of ownership, we will attend to draughts that are a result of poor workmanship or fitting or are the result of a defective window.

Flooring & Tiling

Can you replace scratched or broken tiling within my home?

Scratched or broken floor and wall tiles will be replaced if these have been brought to our attention at, or prior to, your Legal Handover meeting. If these items are reported after Legal Handover, they will not be covered by your Homeowner Warranty.

I have discovered an issue with my flooring, what is covered under my warranty?

Within the first two years of ownership, Spitfire Bespoke Homes will cover the following (where fitted by Spitfire):

  • Carpets – defects within the pile and uneven or loose fitting.
  • All other floor finishes – poor fitting or defective material.

Carpet stains, rips, pulls and tears are not covered by your Homeowner Warranty, nor are scratches, dents or discolouration to other floor finishes, unless these were identified at your Home Demonstration or Legal Handover meeting.

Kitchen Units & Appliances

Will you replace my damaged kitchen unit, worktop or sink?

At both your Home Demonstration and Legal Handover meeting you will be given the opportunity to review each of these areas and highlight any issues. Any issues raised at, or prior to, this meeting will be rectified under your Homeowner Warranty. After this meeting, issues with these areas are your own responsibility.

I have a faulty kitchen appliance. Can Spitfire help?

Kitchen appliances are covered under the manufacturer’s guarantee and any issues should be reported directly to the manufacturer.

It is imperative that you register the warranty of each appliance directly with the manufacturer after completing the purchase of your new home. Warranty details are included within your Living Guide.

Bathrooms & Sanitary Ware

Can Spitfire replace my cracked/damaged sanitary ware?

Damage to sanitary ware will be repaired or replaced if reported at, or prior to, your Legal Handover meeting. Any issues relating to sanitary ware reported after this time are your own responsibility and are not covered under your Homeowner Warranty.

I have noticed scratches on my shower screen or the frame of my shower cubicle. Can you repair/replace this?

If you have reported these scratches at, or prior to, your Home Demonstration and Legal Handover, these items will be repaired or replaced as part of your Homeowner Warranty. If items are reported after Legal Handover, they will not be covered.

I have a leaking tap. Is this covered under my warranty?

Leaky taps and shower heads are covered within your two-year Homeowner Warranty period if the issue is a result of poor installation or faulty materials.

Heating, plumbing & hot water systems

My heating has failed – can Spitfire help?

We will deal with heating breakdown or failure by working with the manufacturer and installer. As the homeowner, it is your own responsibility to register your boiler warranty and ensure that your boiler is maintained in line with the manufacturer’s guidance.

Who do I contact regarding a blocked drain?

Internal drainage blockages will be dealt with by Spitfire Bespoke Homes, however if the cause of the issue is found to be a result of poor maintenance and incorrect use (e.g. flushing wet wipes down toilets) then you will be recharged.

Issues relating to mains drainage will be covered within your warranty but, as with internal drainage, if the issue is found to be a result of poor maintenance and incorrect use, you will be recharged via the management company. These issues will be covered by Spitfire Bespoke Homes initially, but will ultimately become the responsibility of the development’s management company.

Electrical Items

I am experiencing issues with the electrics within my home. What is covered by Spitfire Bespoke Homes?

Consumer unit failures, defective materials and poor installation are covered within your Homeowner Warranty, however anything outside of this is the homeowner’s responsibility.

External Maintenance & Gardens

Who do I contact regarding a blocked drain?

Issues relating to mains drainage will be covered within your warranty but if the issue is found to be a result of poor maintenance and incorrect use (e.g. flushing wet wipes down toilets), you will be recharged via the management company. These issues will be covered by Spitfire Bespoke Homes initially, but will ultimately become the responsibility of the development’s management company.

Internal drainage blockages will be dealt with by Spitfire Bespoke Homes however, as with mains drainage, if the cause of the issue is found to be a result of poor maintenance and incorrect use then you will be recharged.

My roof is damaged or leaking. Who do I report it to?

Spitfire Bespoke Homes will guarantee your roof against faulty materials and poor workmanship, however damage to your roof which occurs are a result of natural causes, accidents or general wear and tear will be your own responsibility.

I have an issue regarding my pathway or patio. Who is responsible for rectifying this?

Any loose slabs or grouting within your patio will be reviewed within the first 28 days following Legal Completion only, after this time, this will become the homeowner’s responsibility. Cracked slabs will only be replaced if reported at or before your Legal Handover meeting.

The brickwork on my property is cracked or damaged. Where do I stand?

Cracks or damaged brickwork will be repaired by Spitfire Bespoke Homes if it is reported at your Home Demonstration or Legal Handover meeting. After this point, your warranty will cover you for failure of materials only.

There are white marks on my brick or stonework, should I be worried?

These white marks are known as efflorescence. This is a natural occurrence caused by salt from the bricks as they dry out and it will weather in time. This is not something that Spitfire Bespoke Homes can help with, as it is part of the natural drying out process, but we recommend that you use a dry brush on the effected areas to remove the salt.

I am having issues with my garage door. What should I do?

Spitfire Bespoke Homes, in partnership with the garage door supplier, will attend to issues relating to garage door adjustment or failure within the first two years of you owning your property.

Does my warranty cover issues with external paintwork?

Spitfire Bespoke Homes will review issues relating to external paintwork and will attend to any issues that fall outside of acceptable levels as referenced within the NHBC Standards.

My garden is waterlogged. Can you help?

In line with NHBC Standards, Spitfire Bespoke Homes will attend to waterlogged gardens under your Homeowner Warranty where the sitting water lies within 3 metres of the property.

The turf in my garden is dead or discoloured. Is this covered under my warranty?

Turf is the homeowner’s responsibility. At certain times of year, your turf may discolour, but the normal colour should return if properly maintained.

In some instances, we may agree to lay your turf after you have moved into your home, due to weather conditions around the time of Legal Handover. If this is the case, we recommend avoiding walking on the turf for the first 2 weeks after installation to let it to settle.

Am I responsible for garden maintenance?

Unless notified otherwise at your Home Demonstration meeting, maintenance of any landscaping within the boundary of your property is your own responsibility.

Can Spitfire help with my blocked gutters?

Spitfire Bespoke Homes will attend to any issues with your gutters and rainwater drainage under your Homeowner Warranty. However, if the cause of the issue is found to be the result of a lack of maintenance (removal of leaves, moss etc) then you will be recharged for the visit and any subsequent work carried out.

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Terms and Conditions:

This information is for guidance only. These particulars should not be relied upon as accurately describing any of the specific matters described by any order under Property Misdescriptions Act 1991. Although every care has been taken to ensure that this information is correct, this information does not constitute a contract, part of a contract or warranty. All computer generated images, illustrations and photographs are indicative and for illustrative purposes only, and typical of the Spitfire Bespoke Homes product. Site plans and floor plans are not to scale and dimensions should not be relied upon for flooring or furniture placement. Furniture is not included. Any landscaping shown is indicative only, please refer to landscaping layout for full details.