Your warranty explained

Your Warranty

For two years, from the date of legal completion, Taylor Wimpey covers any physical damage or defect to your home caused by faulty workmanship or materials. During years 3 – 10, the NHBC insures you against the full cost (subject to a minimal claim value) of putting right any physical damage to your home caused by a structural defect in any one of the specified parts of the building This is part of your Buildmark Warranty and you can find out more by visiting the NHBC website.

Lady relaxing

Alteration of your home

Any alteration or extension made to your home following legal completion may adversely affect all, or part of your Warranty. Please liaise with your Taylor Wimpey regional office if you plan to alter or extend your home. 

Change of ownership

This Warranty is not affected if you sell or let your home. It would help if you could pass on the details about the Warranty and what it covers to tenants or subsequent buyers. If you sell your home, whilst it is still within Warranty, the cover automatically transfers to the new owners.

Your rights

This Warranty does not affect your statutory rights. Some manufacturers also offer warranties to Taylor Wimpey customers over and above the initial Taylor Wimpey two year Warranty. Please contact the manufacturer’s own customer services department.

We do not protect you against every problem that may occur and you are obliged to carry out maintenance on your home. Several limitations and conditions apply.

Our Warranty does not cover:

  • Problems with any workmanship, materials or appliances that you have brought or added to the property
  • Damage caused by storms or, accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste
  • Any cosmetic defects such as scratches, chips or marks that have not been reported within seven days of legal completion. This includes decoration, flooring, tiling, textured ceilings, kitchen units, fitted bedroom and bathroom furniture, worktops, sinks, sanitary ware, appliances, glass, and other similar items. Outside of this time frame, it may be difficult to prove how the damage was caused
  • Any problems caused by natural shrinkage or condensation
  • Any inconvenience, distress, consequential loss of enjoyment, or income loss caused by remedial works, assuming all reasonable steps have been taken to minimise disruption

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What is not an emergency?

For all non-emergencies, please contact us during office hours only. Take a look below at the incidents we class as non-emergency.

Due to present COVID-19 government guidelines, we are unable to confirm an appointment at the current time, however should this be needed we will record the issue and contact you as soon as an appointment can be made.
We hope you understand that we need to prioritise customers with emergency issues while protecting the health and safety of all of our customers and colleagues.

Examples of non-emergencies are:

  • Dripping taps
  • Doors which require easing
  • Faulty kitchen appliances

We have arranged for you to have access to some manufacturer’s own customer service departments. These numbers are with your appliance instructions or you can view our Appliance Information page.


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What is an emergency?

We know that there are times when something goes wrong and it needs to be fixed as soon as possible. Take a look below at the lists of incidents that we class as an emergency.

Central heating and hot water

Complete failure of the combined central heating/hot water system. Before calling, please check that this has not been caused by local electricity or gas supply problems, or by incorrectly setting your timers or thermostats, or by any shut off device that can be reset by the user (refer to boiler/cylinder instructions for further details).

Water supply

Complete loss of water supply. Before calling, please check that your water supplier has not turned off the water to carry out repair work in the area.

Water leakSite Manager checking under sink

When a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.

Gas leak

Please contact your gas supplier on the emergency number 0800 111 999, before calling us. They will be able to isolate the meter and make your home safe.

Total loss of gas

Before calling us, please check that your gas supplier has not turned off the mains to carry out repair work in the area.

Loss of power supply to socket outlets

When there is a total loss throughout the property and it cannot be solved by resetting the master trip switch, or if the loss is partial but there is a potential safety hazard (such as in a communal hallway). Please check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.

Blocked drains

When they are causing a flood or overflowing internally or externally.

Blocked toilet

When you have no other useable toilet.

Structural damage

Where there is any movement or collapse e.g. to roofs and porches.

Door Locks

Where the door is the only point of access within the property.

Smoke alarms

Where it can be certain the fault is not caused by batteries.

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