The short answer
Start with the builder, in writing, with dated photos, and quote the warranty documents you were given at completion. If the builder does not put it right, the warranty provider named in those papers is the next route, and its defects period and cover are set by that policy, not by us. Hold off letting anyone else repair the fault, as that may weaken the claim.
A new roof that leaks, rattles or sheds tiles should not be left. Here is the route to follow, what evidence to gather and how a roofer can help.
Who to tell first, and how
When a new home has a roof fault, the builder who sold it to you is the first person to tell. New homes often come with a warranty or warranty cover arranged by the builder, and the papers handed over at completion name the provider, set out the cover and explain who deals with what at each stage. Providers such as NHBC are examples. Find those documents before you do anything else, because the periods and the steps are in them and they differ between providers.
Write to the builder, by letter or email, so that there is a dated record. Say what you have seen, where and when, and attach photos. Ask for a reply and a date for an inspection. Keep a copy, and note every call with a name and a date. A phone call alone leaves nothing to point to later.
Do not wait if water is coming in. Make the situation safe by moving belongings, putting a bucket under a drip and photographing the damage. If you must have emergency cover over the roof, tell the builder or warranty provider what you plan to do, and keep the receipt. Our article on a ridge tile that has blown off covers the short-term steps.
When the warranty provider comes in
If the builder will not act, or says the fault is not theirs, the warranty provider is the next route. Read the policy to see how and when a claim can be made, what is covered in the early years and what changes later, and whether the builder must be given a chance to put it right first. NHBC Buildmark, for example, has a two year builder warranty period, then an eight year insurance policy; other providers set their own terms. Ring the provider's helpline, quote your plot number and policy reference, and follow its process.
If you are not happy with how a claim is handled, there is a route beyond the provider. The Financial Ombudsman and Citizens Advice can both explain what comes next, and it pays to ask them before you spend money on any dispute process.
Roof faults on newer homes are often about fixings. A dry-fixed ridge or verge held with too few screws, or a tile that was never clipped, can loosen early. Our guide to BS 5534 ridge and verge fixing describes what a properly fixed edge looks like.
Evidence worth gathering
Good evidence turns a complaint into a claim. Take clear photos from the ground of the whole roof, then close-ups of each fault, with the date shown on the phone. Photograph inside as well, including stains on a ceiling, damp in the loft and any water on the floor. IStructE calls photographs vital in a storm claim because they show the damage to whoever reads it, and the same reasoning holds for a defects claim.
Keep a simple log. Note the date you first saw each fault, what the weather was doing and whether it has changed. Collect the paperwork: the sales contract, the completion pack, the warranty certificate and any emails with the builder. Photograph any loose tiles or caps on the ground before moving them, and keep them.
Do not climb on the roof. A new roof may look sound, but a fall from height is a real risk, and walking on tiles can add damage which then gets blamed on you. Photos from a window or from a neighbour's garden, with permission, are fine.
Getting an independent roofer's view
A written opinion from an independent roofer can help your case, because it records what was found, where and why it matters. Ask us, or any roofer, to look at the roof and send a written report with photos. We look at the ridge, verge, tiles, battens and flashings, say what we see and whether it looks like a fixing, materials or workmanship problem, and give you a clear note you can send on. A survey for this purpose is an opinion only, and the provider decides the claim.
Ask the roofer not to carry out repairs until you have told the builder and provider, since altering the roof can complicate the claim. If the situation is urgent, such as a leak, explain this to the provider first, get agreement in writing and keep every receipt.
If a repair is finally agreed, you can still choose to have the work checked afterwards. Send us photos of the fault, the date you moved in and what your warranty documents name, and we will explain which parts of a roof that age we check first. For wider dry-fixed work, see dry ridge and dry verge.
More on this in Dry Ridge & Dry Verge Systems in Crawley
Two more questions on defects
Can I use my own roofer for a new-build defect?
You can ask for an opinion from your own roofer, but check the warranty terms before any repair, since some require the builder or provider to carry out or approve the work. Doing it yourself first may affect what is paid. Get the plan agreed in writing, and only then arrange the work.
What if the roof fault turns up years after completion?
Cover and timescales vary with the policy, so read your documents and ring the provider early. Late faults, such as slipped ridge tiles or leaks round a verge, may fall under later stages of cover or may not. Either way, report it quickly with photos, since delay makes the cause harder to show.