Frequently Asked Questions
At Hopkins Homes, we understand that buying or moving into a new home comes with lots of questions. Our Customer Service team has carefully put together this collection of frequently asked questions to provide clear, helpful answers about your home, our processes, and the support we offer.
If you can’t find the information you’re looking for, our team will be pleased to assist you.
1. How long is my warranty period, and what does it cover?
You receive a Hopkins Homes 2-year warranty which commences on Legal Completion. You will have an initial 21 Day Courtesy Visit which will be carried out by your Site Management, it is important to list anything you notice to ensure it is raised during this visit, especially damages as these won’t be covered once this visit is completed.
We would advise to refer to your Handover Pack Booklet on pages 22 – 25, which provides you with a table of items with further clarification on if they are covered. Should you not have a copy of your Handover Pack booklet, please email Anglia.customerservices@hopkinshomes.co.uk and we will send you a copy.
Items can be reported at any point during your Hopkins Homes 2-year warranty period.
Your further warranty for years 3-10 is with the NHBC, and you should contact them to discuss any issues that arise within this period which are classed as structural.
2. How often do I need to get my Boiler/Cylinder or ASHP Serviced?
You must get your Boiler or Air Source Heat Pump serviced annually. This will ensure your manufacturer warranty remains valid. If you have a hot water cylinder, this will also require servicing. This should be completed by a qualified, competent engineer.
With Air Source Heat Pumps, they do contain a liquid called Glycol, which is an anti-freeze. This may require topping up during the annual service, and would be an additional cost to yourself as would fall under your Homeowner Maintenance.
3. Can I make any changes to my home?
We can confirm that there are certain permissions you would have to gain in respect of making changes to your home.
These details along with what you must do are included in your TP1 agreement, which if you do not have a copy would be available from your Solicitor within the documentation provided when purchasing the property.
We would respectfully refer you to this document whereby it will provide you with what you are required to do to apply for consent for changes to the area concerned.
As also outlined within your TP1, you will need to provide us with all plans for the changes you with to make, along with the materials, design details and a drawing. We also require details of the company you intend to use to complete the works and their details for the design, specification and works they intend to carry out.
You also need to send us the payment required of £100.00 + VAT, which amounts to £120.00.
Your application will then be sent to our planning team for reviewal and you will receive a letter confirming if it’s been approved or declined.
4. Are my White Goods covered under the Hopkins Homes 2-year warranty?
No, the warranty for any white goods is with the manufacturer directly. You must register any appliances such as cooker hoods, ovens, hobs, fridge freezers, washing machines or tumble dryers directly with the manufacturer so that the warranty activates. Should any issues arise, you would need to contact the manufacturer directly.
5. Is my garden covered under the Hopkins Homes warranty?
We would respectfully direct you to your Handover File that provides you with information on your garden to advise that the care and upkeep of lawns and landscaped areas within your property boundaries does not fall within the warranty provided. We maintain all lawns and plant areas to the point of legal completion only.
Your garden has been prepared in line with NHBC guidelines, although this is often surpassed, providing a minimum of 100mm topsoil.
As a company, we instruct our groundwork contactors to provide a covering of 100mm in gardens and 300mm in open spaces. The make-up of your topsoil will depend on your geographical location and usage prior to development. In all cases the topsoil will meet the subscribed standards.
On occasions where topsoil is disturbed, it is reinstated, and no subsoil is placed over topsoil. Our groundwork contractor has clear instructions to ensure any construction waste or debris is removed from the garden and other areas around the home.
It is advisable to turf your garden as soon as possible to avoid excessive water run-off and/or flooding. Grass is a permeable layer that allows water to penetrate through it, lessoning the chances of water pooling on the surface. Avoid cutting your grass too short as this wakens the roots and reduces the absorption of water.
If you choose not to turf your garden, excessive water can cause soil to naturally compact, compounding the issue. Hopkins Homes cannot be held responsible if this occurs.
If you choose to pave your garden, you must ensure that your chosen contractor allows for suitable drainage to prevent flooding.
NHBC advise that garden within 3 meters of a habitable space, should drain within 24 hours following rainfall completely stopping. Should water remain after this time frame, please email Anglia.customerservices@hopkinshomes.co.uk explaining the issue and attach photographs or videos.
6. How to I efficiently isolate my outside tap for the winter period?
It is essential that your outside tap is isolated during the winter period to avoid freezing, which could lead to the pipe bursting inside the property. You will need to isolate your outside tap using the valve under your kitchen sink, and once isolated, turn the tap on outside to ensure any remaining water is removed from the pipe.
Should your tap not be isolated, and if it were to burst, this isn’t covered under the Hopkins Homes 2-year warranty, and you would need to contact your Household Insurance.
7. How do my extractor fans work within the property?
The extractor fans in your bathrooms and kitchen are usually mounted on the wall or ceilings. These are smart extractors and must be always kept on at the isolation switch. The extractor fans will boost when lights are switched on but will also run in the background when moisture is detected.
