What to expect when moving into a new build home

Find out more about the process of moving into a new build home, plus what you can expect from us before, during and after the moving-in process.

The moving-in process

Viewing the property

• Once you have been accepted for a new build home, we will offer you a viewing. If you are unable to view the whole property (for example, due to building works) we’ll offer you a second viewing.
• At this stage, we will provide you with a floor plan and approximate measurements for your new home. We’ll also tell you the colour of vinyl flooring in the kitchen and bathrooms, and any other key features.
• We usually allow standard-size spaces for appliances such as cookers, cooker hoods, fridge/freezers and washing machines. We will tell you about non-standard-sized appliance spaces when viewing the property.

Moving into your new build home

• We will give you two weeks’ notice of your home being ready and agree on a move-in date with you.
• On move-in day, a member of our team will meet you at the property to hand over the keys. They'll also show you around your new home and answer any questions you might have. You'll also get your home user guide and a handover pack. This contains user manuals and other important information specific to your property, its fixtures and fittings.
• We will also give you a demonstration of your heating system and any other features of your property, as requested.

Air source heat pumps

If your home is heated using an air source heat pump, or similar, we understand you may not be familiar with these kinds of heating systems. We take additional steps to ensure your heat pump is working effectively and you are comfortable with how to use it. We will:

• Give you a demonstration of how it works when you move in.
• Leave you with a manual and links to any user videos.
• Call you in the two weeks after you move in to check it is working as expected and you understand how it works. We can provide more advice and support if necessary.
• Call you in the autumn after you move in to check you’re happy with how to use your air source heat pump as the seasons change.

After moving in

As our new homes are built, we carry out regular checks on the build and the progress. This is in addition to routine checks carried out by the builders. Examples of our checks include:   

• Checks by external bodies such as the National Housing-Building Council (NHBC). They provide a 12-year warranty on the structure of the home.  
• Weekly checks are carried out on the building site as the new homes are being built. These are carried out by an employer’s agent or clerk of works.
• Surveys that check particular areas of the property, such as heating systems and drainage. For apartments, we carry out more surveys.

Once the homes are ready for handover, we carry out final checks. If there are any problems with the finish, we will detail this in a snagging list which will be given to you. Snagging issues don’t stop the home from being ready for you to move in to. Arrangements will be made for these issues to be resolved after you move in, usually within a month.  

Shrinkage cracks can appear in a new home as a result of the drying-out process. These are not classed as snagging issues and will usually be picked up at the end of the defects period.

Gas boiler service

About 10-11 months from us taking handover of the property, we will contact you to make gas boiler service appointment. You must allow access for this service to be completed. For more information refer to the ‘Your Obligations’ section of your tenancy agreement.