your questions answered

If possible open doors and windows and turn off the gas supply at the meter. Avoid using electrical switches (including lights), and make sure no-one smokes or lights matches or candles.

Call the National Gas Emergency Service Helpline on 0800 111999.

Often a loss of power or water is due to a local issue. Check with your neighbours and the site office (where applicable) to find out if others have the same problem. Or check with your supplier to find out if there have been any disruptions. They should be able to let you know when the supply will be back on.

If your lights go out, or an electrical appliance suddenly stops, it’s probably because an MCB (miniature circuit board) has tripped on your consumer unit. This is usually caused by a lightbulb blowing, or a faulty appliance causing a short circuit.

Don’t be tempted to just switch the MCB back on. Replace the bulb or disconnect the appliance you think might be the cause before resetting the MCB. If it trips again, unplug other items on the circuit until you find the fault.

Can’t resolve it yourself? In your first two years by all means call us, after this time you’ll need to contact a qualified electrician.

Your new home has mains powered smoke alarms fitted with a battery backup in case of power failure. If one of your alarms is beeping, it’s either the back-up battery is low, or there’s a fault.

If you’ve tried new batteries and it’s still not working, please contact us.

Try to get into the habit of testing your smoke alarms each week and make sure you change the batteries when needed. To prevent false alarms, give them an occasional vacuum, using a long hose, to help get rid of any dust.

Check the time settings on your boiler to make sure the hot water is due to be on at this time. Once you’ve confirmed this, try running your hot tap for a longer period, making sure the water has time to heat up.

If it’s still not working and it’s less than two years since you moved into your bunnyhome then this is covered by our warranty so please contact us. If it’s been more than two years you’ll need to contact a qualified plumber to take a look at the issue for you.

If you notice cold patches on your radiators or knocking noises when the heating comes on, it sounds like there’s an air lock in your system. You should be able to release this air and resolve the problem relatively easily. Turn the valve in the top corner of the radiator, wait until any air flow is replaced with water and then close the valve. Make sure you protect your hands with a cloth as the water that escapes can be extremely hot.

Heated towel rails are designed to heat your bathroom as well as dry towels. If you cover the radiator in wet towels it can’t heat the room efficiently. Try hanging towels elsewhere to resolve the problem.

If you’re experiencing trouble with your heating, your first port of call should be to check the controls.

Make sure your programmer is set to come on at the right times – and that the time has been adjusted in the event of a recent clock change. It’s worth noting that in winter the water entering your system will be colder. Try adjusting your boiler thermostat upwards to keep your house nice and cosy.

If it’s still not working and it’s less than two years since you moved into your bunnyhome then this is covered by our warranty so please contact us. If it’s been more than two years you’ll need to contact a qualified plumber to take a look at the issue for you.

If your system is pressurised, a loss of heating could be because the pressure has dropped below 1.5 bar. You will need to contact a Gas Safe registered engineer for advice. We recommend having your heating system serviced regularly to avoid this kind of problem.

Please don’t worry! This is a natural by-product of moisture evaporating from the materials in your home and is common during the drying out period. To minimise it, try to keep your home well ventilated by opening windows regularly, use extractor fans often, and set your heating to a constant temperature of 20°C or lower. Wipe condensation away from window seals to avoid unsightly marks forming.

If your fan isn’t working at all, first check the isolator switch is turned on. If it keeps running after you’ve turned off the light, please contact us for help. We’ll need to know what type of fan it is so please make sure you’ve got that info to hand when you call us.

If you find that water is draining slowly from one of your sinks, showers or bath you may have a blockage.

First, try clearing it with a suction cup or plunger. If this doesn’t work, commercial drain clearing products may help. Be sure to wear gloves and read the instructions carefully.

If it still doesn’t clear, place a container under the plastic trap and carefully unscrew it. Hopefully this will reveal the blockage, which you can remove, then screw the trap back into place.

We recommend using a plug cover to prevent hairs going down the drain. Also regularly remove any hairs that get trapped in your plug holes.

While we have tried to keep this to a minimum, it is quite usual for floors to squeak in some areas. This is due to the different materials used to build your bunnyhome. You’ll find that very soon you won’t notice these sounds at all.

Are the cracks less than 4mm wide? Do they occur mainly on walls, ceilings and around windows? If so, these are just shrinkage cracks, appearing as materials used in the building of your home dry out at different rates and timbers settle into position.

Rest assured these are perfectly normal in all new homes and don’t indicate a structural problem. Once the drying out period is complete – it can take 6-18 months – you should find that all cracks can be easily filled with a readily available DIY product.

If the cracks are more than 4mm please contact us and we’ll come and investigate.

If you’re having a problem with one of your appliances first check the basics:

Is it plugged in properly and switched on at both the socket and the appliance itself? Has the MCB tripped on the consumer unit? Has the fuse in the plug blown? (You can test this using a multi-meter or by putting the fuse into an appliance that you know is working)

Consult the manual for the appliance and read through the troubleshooting section. If you can’t resolve the problem yourself contact the manufacturer directly.

Most often, this just means it needs a new bulb. Your downlighters have Sw GU10 LED low energy bulbs which are extremely energy efficient. Please replace like for like. Bulbs can get very hot, make sure you stay safe by allowing the old bulb to cool before removing.

If changing the bulb doesn’t resolve the problem, there may be a fault. Your downlighter unit comes with a two-year warranty and will be replaced free of charge during this period. Contact us for information.

On uPVC doors and windows, try using a silicone spray on the mechanism and hinges.

With wooden doors, it’s not uncommon for them to become tight as timber shifts, settles and dries out in your new home.

If you can’t remedy the stiffness easily yourself and it’s less than two years since you moved into your bunnyhome please contact us. If it’s been more than two years you’ll need to contact a professional tradesman to take a look at the issue for you.

Check that the shut-off valve back is in the on position.

If you’ve been in your bunnyhome for less than two years please contact us. If it’s been more than two years you’ll need to contact a professional tradesman to take a look at the issue for you.

In the event of any damage occurring to your roof as a result of a storm or other bad weather conditions, contact your insurance company as soon as possible. They will be able to offer advice and guidance.

Your bunnyhomes and NHBC warranty do not cover this kind of damage. If however there is a fault with your roof within your first two years please contact us.

The most likely cause of an overflowing gutter is a blockage caused by leaves, moss or other debris. If you decide to remove this blockage yourself, make sure you stay safe when using a ladder.

This is perfectly normal and happens often when construction work has been going on. It will settle down on its own, (usually within around 18 months) but if you want to speed up the process, planting some trees and shrubs does the trick. Growing roots will help to break up the hard ground.

This is quite normal with a new home and is nothing to worry about. A process called ‘efflorescence’ causes sodium salts to escape from the bricks as they dry out – this is a natural process that will stop in time.

We do treat all paved areas before laying the final surface, however weeds will sometimes still grow. We recommend using an environmentally friendly weed killer – don’t be tempted to dig or pull them out as this can cause damage. Going forward, regularly sweeping your driveway or patio will help to keep weeds at bay.

We’re serious about our responsibilities and have processes in place to make sure that we can get help to you quickly should you be faced with an emergency situation in your home.

In the first instance contact your site manager or site office. Or you can call the bunnyhomes office during office hours.

Go to the site office or our marketing suite for assistance. (If applicable).

If an emergency occurs between 8.30am and 5.30pm Monday to Friday, you should contact the bunnyhomes team on 01208 455171.

Outside of these times, we’ve arranged for Nationwide Property Assistance Ltd. to provide an emergency service. You can rest assured you’ll always have help available should the worst happen. Please contact them directly on 0345 085 0005.

Please only use this service in an emergency. Unfortunately, you will be liable for any costs incurred by non-emergency calls.

• Loss of water, gas or electricity – before calling check with your neighbours, suppliers and the site office (where possible) to rule out normal causes.
• Water leaks that cannot be contained, are causing damage or entering electrical fittings. If you are concerned about water affecting your electrics, turn the mains supply off at your consumer unit.
• Failure of heating and hot water systems – before calling, please exhaust all the suggestions in your manufacturer’s handbook.
• Blocked foul water drains, particularly where they are causing flooding or overflowing.
• Failure of door or window locks where the security of your home is affected.
• Damaged walls and fences – only where there is danger to people or property. Please note storm damage is not considered an emergency.
• A blocked toilet – if there is only one in your home.