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Frequently Asked Questtions

You're bound to have a few questions after you've moved into your new home. We've put together some frequently asked questions to help you out.

Warrenty

I am looking to alter/extend my home will this affect my warranty?

Any alteration or extension made to your home following legal completion may adversely affect all, or part of your Warranty. Please liaise with our office if you plan to alter or extend your home.

Does the warranty affect my statutory rights?

This Warranty does not affect your statutory rights. Some manufacturers also offer warranties to Aurora Living customers over and above the initial Aurora Living two year Warranty. Please contact the manufacturer’s own customer services department.

I have some damage to my property, will this be covered?

Damage cause by storms or by accident, negligence, abuse, or poor maintenance of the property or appliances, including blockages caused by inappropriate disposal of waste will not be covered

I have condensation in my property, is this covered?

Any problems caused by natural shrinkage or condensation are not covered, however we are able to offer you some advice on how to deal with condensation.

I am selling my home will the warranty continue for the new owners?

The warranty is not affected if you sell or let your home. It would help if you could pass on the details about the Warranty and what it covers to tenants or subsequent buyers. 

If you sell your home, whilst it is still within Warranty, the cover automatically transfers to the new owners.

Your property

There is a covenant in my deeds which I want to enforce, what should I do?

Covenants are there for your own protection and unfortunately Aurora Living will not enforce these.  We advise you to get Independent Legal Advice to pursue the matter further.

How can I find out which is my boundary?

This information should have been explained to you at the time of your purchase, if you have a copy of your conveyance drawing which are often held with your deeds this will clearly show the boundary lines. 

Guidelines for looking at your plans: if a T mark is showing within the curtledge of your property then this denotes it is your responsibility.  If there is no T shown then this denotes joint responsibility with the adjoining property.

I need to find some tiles to match what is already in my property, can someone tell me what type they were?

If you refer to your homeowner pack that you received on completion, you should find these details.  If not then please contact our customer services team.

I have damage to my property caused by the bad weather/high winds am I covered for this?

Unfortunately, Aurora Living nor the NHBC /Global / LABC/Homes/Warrantier cover the property for storm damage, you should refer to your home insurance for this.

I want to erect a satellite dish/ tv aerial, what do I do?

Normally it is acceptable to put these up at the back of the property but please refer to your contract for clarification.  If you have any queries please contact the customer services team.

I have a problem with one of my appliances/white goods in the property who do I call?

Manufacturers warranty details and manuals are provided upon handover of the property.

I am buying a property built by you and I have been told by my solicitor that I need to get restrospective consent for some building work that has been done on the house, how do I do this and does it cost anything?

Please write into your local customer services department with a copy of a plan showing the area with a covering letter and we will pass this to the correct department. There is a cost involved for this process which the customer services team will be able to advise you of.

The development

A fence is broken on a boundary which I am told is owned by Aurora, who should I contact?

This Warranty does not affect your statutory rights. Some manufacturers also offer warranties to Aurora Living customers over and above the initial Aurora Living two year Warranty. Please contact the manufacturer’s own customer services department.

I am not a customer of yours but I visited one of your sites and my car was damaged by debris on the road, who should I contact?

Please contact the local customer services team with evidence of the damage caused and any further information to support your claim that we have been negligent. You will need to raise a claim via your car insurance.

 

There is a problem with the roads/drains near my property and my local council have told me that this is still your responsibility, what can I do?

Whilst we appreciate that you may have lived in your property for sometime it can take several years for a development to be fully adopted.  Therefore please contact your local customer services team who will deal with your query.

 

 

Fixings, hangings and ceilings

What do I do if I want to fix something to a ceiling or wall?

Any alteration or extension made to your home following legal completion may adversely affect all, or part of your Warranty. Please liaise with your Aurora Living regional office if you plan to alter or extend your home.

Are there any restrictions around party walls?

This Warranty does not affect your statutory rights. Some manufacturers also offer warranties to Aurora Living customers over and above the initial Aurora Living two year Warranty. Please contact the manufacturer’s own customer services department.

How do I fix something to a partition wall?

The warranty is not affected if you sell or let your home. It would help if you could pass on the details about the Warranty and what it covers to tenants or subsequent buyers. 

If you sell your home, whilst it is still within Warranty, the cover automatically transfers to the new owners.

How do we fix something to a ceiling?

The warranty is not affected if you sell or let your home. It would help if you could pass on the details about the Warranty and what it covers to tenants or subsequent buyers. 

If you sell your home, whilst it is still within Warranty, the cover automatically transfers to the new owners.

Windows and doors

Imperfections in the glass?

Any alteration or extension made to your home following legal completion may adversely affect all, or part of your Warranty. Please liaise with customer services regional office if you plan to alter or extend your home.

Condensation forms on the glass?

Any problems caused by natural shrinkage or condensation are not covered, however we are able to offer you some advice on how to deal with condensation.

Water and plumbing

What precautions should be taken before working on the plumbing system?

Any alteration or extension made to your home following legal completion may adversely affect all, or part of your Warranty. Please liaise with your Aurora Living regional office if you plan to alter or extend your home.

What shall I do if the water system has been drained?

This Warranty does not affect your statutory rights. Some manufacturers also offer warranties to Aurora Living customers over and above the initial Aurora Living two year Warranty. Please contact the manufacturer’s own customer services department.

What do I do about frozen pipes?

Make sure the stopcock on outside taps is shut off during the winter and that the pipe is drained to prevent it freezing. If you think the pipes are frozen, do not turn the hot water taps on as this will empty the hot water tank.

We've got a leak from our bath or shower. What do I do?

Any problems caused by natural shrinkage or condensation are not covered, however we are able to offer you some advice on how to deal with condensation.

Find your new home

Take a look through our collection of stylish new build developments, are we building in your area? Please take a look at our current and future projects.

Help & Advice

Here at Aurora, we are always happy to help, if you have a question please get in touch or take a look through our Help & Advice section for an in-depth explanation.

Get in touch

We are only a phone call or email away if you have any queries about a property or a development please don't hesitate to get in touch.