Shared ownership repairs

Homes bought through the New Model Shared Ownership scheme are eligible for internal home repairs within the first ten years of the property’s life.

All shared ownership homes come with a 10-year warranty, starting from the day we, Thirteen, took ownership of the home. This is covered by the NHBC or similar authority.

If your home was bought through the New Model Shared Ownership scheme, you also have the right to claim to up £500 per year for eligible internal home repairs. You can do this for the first 10 years that the home was built.

Please read all the information below before making a claim.

Make a shared ownership repair claim.

 

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.
 

Find out what is classed as an eligible repair:

Water supply installation

Water supply pipework

Eligible Not eligible
Find out what would be classed as an eligible repair Pipework that is the responsibility of the 
water authority or another organisation
Water pipes within your home  
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

 

Gas supply installation
Eligible Not eligible
Gas supply pipes from your gas meter into your home Gas meters or pipework that are the responsibility of the gas provider or another organisation
Gas supply pipes up to an appliance connection point Meter cupboard door
  Oven, hob or cooker
  Kitchen appliances

 

Electricity supply installation
Eligible Not eligible
Wiring from the meter to the consumer unit (fuse box) Electricity meters or wiring that are the responsibility of the electricity provider or another organisation
Consumer unit (fuse box)  Meter cupboard door
All wiring to lights and sockets Light shades/covers
Sockets including wiring and switches Kitchen appliances
Wiring to heating or hot water appliances Oven, hob and cooker
Light fittings e.g. as far as the bayonet/screw bulb ceiling rose Appliances you plug into sockets
  Appliances that are hard wired into sockets

 

Heating installation
Eligible Not eligible
Boiler - any fuel Portable heaters
Water source heat pump systems - all parts  Log burners or open fires
Air source heat pump systems - all parts
 		 Additional heaters or fires that were installed by you or a previous owner and not the original builder
Ground source heat pump systems - all parts Routine maintenance or servicing
Solar panels (Photovoltaic systems) - all parts  
Pipework or wiring to radiators, heaters or fixed fires  
Gas or electric fire (not portable)  
Radiators including towel rails (all parts  including valves)  
Electric storage heaters  
Under floor heating  
Programmer/timer  
Room thermostat  

 

Hot water installation
Eligible Not eligible
Boiler - any fuel Portable appliances
Water source heat pump systems - all parts Routine maintenance or servicing
Air source heat pump systems - all parts  
Ground source heat pump systems - all parts  
Hot water cylinder  
All pipework or wiring powering the installation  

 

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.

Find a local, Trustmark approved tradesperson.

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 0300 111 1000 or emailing customer.services@thirteengroup.co.uk.

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 call us on 0300 111 1000 or email customer.services@thirteengroup.co.uk.