NOTE: If you rent your home from us and a defect/repair occurs after the 12-months rectification period, please contact Customer Services on 020 8996 4200 to have the repair resolved.

If you purchased your home and a defect/ repair occurs after the 12-months rectification period, it is your responsibility to fix the problem.

How do I report a defect in my new home?

Defects that occur in your home are covered by a 12-month warranty period. This period starts from the date the development is handed over from the builder.

If you are within the first 12 months and you need to report a defect you can do so using the Aftercare contact details below:

  • You can report a defect by phone on: 020 8996 8858 (9am-5pm Monday to Friday). For emergencies that occur outside of these times, your call will be diverted to our emergency out of hours team. Please note non-emergencies reported outside of 9am-5pm will not be dealt with and you will be asked to call back during the hours of 9am-5pm Monday- Friday.
  • Or via email: (9am-5pm Monday to Friday)


When reporting the defect please provide the following:

  • Your name
  • Address with post code (if you email, please could you add your postal address with postcode to email subject box)
  • A telephone number which we can contact you on during the day
  • Detailed description of the defect you are reporting.  Where possible, send photographs and videos of the defect to the Aftercare team.
  • When it occurred
About Shepherds Bush Housing Group

About Shepherds Bush Housing Association

Part of The Guinness Partnership, we have more than 5000 homes, throughout nine boroughs in west London

Find out more About Us