If you bought your home through the New Model Shared Ownership scheme, you may be eligible for help with internal repairs during the first 10 years of your home’s life.
All shared ownership homes come with a 10‑year warranty, starting from the day we took ownership of the property. This is provided by NHBC or a similar warranty provider.
If your home is part of the New Model Shared Ownership scheme, you can claim up to £500 a year towards eligible internal repairs for the first 10 years after the home was built
Please read the information on this page before you make a claim, so you know what’s covered and how the process works.
What is an internal repair?
An internal repair relates to:
- Installations in the home for the supply of water, gas, electric – this includes basins, sinks, baths and sanitary devices but does not include appliances that make use of the supplies such as washing machines and ovens
- Pipes and drainage
- Installations in the home for heating and heating water
We do not cover deliberate or avoidable damage.
Water supply pipework
| Eligible | Not eligible |
| Water pipes within your home | Pipework that is the responsibility of the water authority or another organisation |
| Inside water stop tap | |
| Isolation valves on water pipes | |
| Cold water storage tank |
Sinks, baths and sanitaryware
| Eligible | Not eligible |
| Bath tub | Bath panel |
| Sink - in any room including combined sink/draining board | Shower fittings other than taps, hose and head – e.g. slide |
| Taps and integrated plugs (e.g. ‘pop-up plug) on sinks and baths | Grouting and sealant around sinks, baths or sanitaryware |
| Toilet - all parts except the seat | Detachable plug (e.g. plug on a chain) |
| Shower tray | Toilet seat |
| Shower control unit | Shower fittings other than taps, hose and head – e.g. slide rail, soap holders |
| Shower hose and hand set or shower head | |
| Shower taps including mixer taps and thermostat taps | |
| Separate sink draining board | |
| Outside tap |
Waste and drainage
| Eligible | Not eligible |
| Waste pipes from sinks, baths, showers and toilets | Pipes and drains that are the responsibility of the water/sewerage authority or another organisation |
| Sewerage drains from waste pipes up to where water/sewerage authorities take responsibility | Waste pipes attached to an appliance such as washing machine or dishwasher |
| Blockages unless confirmed via report to be as a result of defective pipework |
Frequently asked questions
Can anyone carry out my repair?
No, all repair work must be carried out by a Trustmark approved tradesperson. We will not be able to approve any claims if the repair is carried out and invoiced by a non-Trustmark trade contractor.
How do I claim back the cost of a repair?
If you need to claim back the cost of a repair to your home, please check to see if the repair is eligible and that the repair works were carried out by a Trustmark Trader before contacting us.
You can then start the claim process by contacting our Touchpoint team on 0300 111 1000 or emailing customer.services@thirteengroup.co.uk.
We will need:
- A brief description of the work
- Details and evidence of costs
- Photographs of the repair before and after (if available)
- If the repair is related to heating, we will need a copy of your latest boiler service certificate.
You have 28 days to provide the above evidence from the date the repair was completed. Once we have received all the required evidence, we will aim to process your claim within 7 days.
What happens once my claim has been approved?
Once we have all the relevant information we need to process your claim, we will:
- Check the amount left in your annual allowance
- Make the payment into your bank account you use to pay your rent and service charge
- Pay the money within ten days of approval if all supporting information and receipts are supplied within 28 days of the repair being completed.
If your repair cost is larger than the amount you have left in your allowance, we will only be able to pay the money remaining in the allowance for that year.
What happens if my claim is rejected?
If your claim is rejected, we will:
- Write to you with the reason as to why your claim has been rejected
- Provide you with the information on how you can appeal the decision should you want to
- Provide you with the details of our complaints policy should you be unhappy with the service we have provided.
How do I know how much I have left in my balance?
If you’re unsure of what repairs have been made to date and what remains on your balance you can request this information by contacting our touchpoint team.
What if I don’t use my annual repair allowance?
If you haven’t needed to claim any or all of your annual £500 repair allowance, it will roll-over to the following year but not any further.
The maximum allowance you can have in any one year for a repair is £1,000.
If you need to speak to us about a repairs claim, please contact us.
Get in touch
For more information, please get in touch.